NS&I starts procurement process for new operational services contract
NS&I outsourced its back office operations to Siemens IT Solutions and Services, now Atos, in 1999 under a competitively tendered public private partnership. The contract includes provision of operational support services including contact centre management, customer correspondence and enquiry management, collection and repayment of customer monies, IT and management of the customer database.
The partnership has delivered significant benefits to both customers and taxpayers. Since 1999, funds invested with NS&I have increased significantly, productivity has improved by around 400% and customer response times have been improved from nine to three days.
It is a statutory requirement for NS&I to undertake this procurement to replace the existing contract which expires in 2014.
Steve Owen, Director, Operations and Commercial Management at NS&I, said:
“The start of the procurement process for our new operational services contract is a key milestone in securing a partner to support the strategic aspirations of NS&I. Following a successful industry day in July, we expect a good level of market interest for the new contract, which will ensure we continue to deliver best value for the taxpayer and the best possible service to our customers.”
Notes to Editors
- The procurement process will be conducted in accordance with the Public Procurement Regulations and it is expected to complete by April 2013 in time to allow the transition to the new services.
- NS&I is one of the largest savings organisations in the UK, offering a range of savings and investments to over 26 million customers. All products offer 100% capital security, because NS&I is backed by HM Treasury.