National Savings and Investment (NS&I) has signed Sopra Steria on a £276 million contract to provide a contact centre and services in support of its customer service operations.
The company has also highlighted an earlier deal with the state owned savings bank, first reported in July and valued at £92.3 million, for outsourced business-to-business services.
A spokesperson said the new customer contact centre and operations contract came into force in early November and is set to run through to March 2029.
It involves the delivery and integration of contact centre services to support digital transactions, requests, queries and complaints through webchat, messaging and telephony. Sopra Steria will also deliver back office services for the management and processing of non-digital customer interactions through telephony and post, including support for vulnerable and digitally excluded customers.
The earlier business-to-business contract, which begins in spring 2024 and will run for three years, will support NS&I in delivering government schemes such as Help to Buy ISAs, Help to Save, the Mortgage Guarantee Scheme and work with the Court Funds Office.
Back office role
Sopra Steria will also provide back office services for NS&I, including managing the end-to-end internal banking service between NS&I and HM Treasury, HM Revenue and Customs, and the Ministry of Justice.
Matthew Smith, NS&I chief operating officer, said: “We’ve played a role in our savers’ lives for over 160 years and in that time we’ve evolved as customer expectations have changed and the industry has modernised. So I am delighted that after a competitive process, the awarding of these packages is another important milestone in our journey to becoming the UK’s most trusted savings provider.
“Our transformation programme will significantly improve customers’ experience of NS&I providing more flexibility and choice while also improving our efficiency.”
