NS&I - Achieving Business Transformation – Case Study

Case Study – Working in partnership to achieve business transformation for NS&I

Since the 1990s, NS&I has faced significant business challenges, but has overcome them in partnership with Atos. NS&I is now one of the largest savings institutions in the UK, with over 25 million customers and more than £135 billion invested.

Critical to its successful business transformation, in 1999 NS&I outsourced its entire operations department, with 4,200 staff joining Siemens IT Solutions and Services* – now Atos – under TUPE regulations.

The transformation project is a partnership, underpinned by close collaboration at senior management level. Atos is a permanent member of the NS&I Executive Committee, and most NS&I operational committees have Atos representation. NS&I and Atos set strategy together, develop action plans, and resolve issues.

This collaboration has delivered significant success. On a ‘like-for-like’ basis, stripping out the impact of growth and inflation, the Atos contract is estimated to have contributed some £530 million in cost savings for NS&I. Employee productivity has improved by around 400%. During 2012-13, Atos successfully retained the contract after a competitive process. The new contract will now run to at least 2021, driving new benefits and saving British taxpayers more than £400m. In the years ahead, there will be a focus on making NS&I easier to do business with through reducing customer effort with customer centric services and a managed migration to direct self service channels.

Contact us

UK Government Team

Download Case Study PDF

Download Case Study NS&I-achieving business transformation >>

Our website uses cookies. By continuing to surf this website, you consent that we will continue using cookies to measure and understand how our web pages
are viewed and to improve the way our website works. If you do not agree, you can decide to disable cookies in your web browser as explained in our Privacy Policy
Accept cookies More Information