Atos has been awarded an outsourcing contract to deliver customer-facing and back office services to NS&I’s 25 million customers.

A key focus here is digital channels. NS&I has been growing its direct sales channels and this new contract aims to deliver significant improvements to them. This will include the addition of a mobile-optimised website and apps; web chat and co-browsing that can help to guide customers through the website.

NS&I says that, over the course of the next seven years, the contract will save British taxpayers more than £400 million by increasing customer use of direct sales channels; improvements in technology and processes which deliver cost savings; and supporting the growth of its leveraging activity.

It first outsourced its operations to Siemens Business Services in 1999 – the company was subsequently acquired by Atos in July 2011. In 2011, it began a formal re-tender for this contract and in February 2012 shortlisted three suppliers: Atos, Capita and Hewlett-Packard. The final decision on awarding the contract lay with NS&I’s Minister, the Economic Secretary to the Treasury, Sajid Javid MP. He says: “NS&I has been at the heart of the UK savings sector for over 150 years. This new contract will ensure its millions of customers continue to enjoy excellent customer service and the benefits of its straightforward, accessible savings products. Taxpayers across the country will also benefit as the contract will deliver a saving of over £400 million by 2021 – building on the £530 million already saved under the current contract.”

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