(Boursier.com) — Sopra Steria has won two major contracts, worth a combined £369 million, from National Savings and Investments (NS&I), the UK’s state-owned savings bank.
Sopra Steria will manage tens of millions of customer contacts each year and a savings account of more than £220 billion, helping millions of savers across the country.
The Transformation Specialist will manage NS&I’s frontline contact center to support customers with self-service digital interactions. As part of this, the organization will provide enhanced options for people experiencing vulnerability or digital exclusion to ensure that all customers have appropriate and inclusive access to NS&I services.
The services transition, which will begin in spring 2024, will see Sopra Steria tasked with helping to deliver critical government programs through NS&I’s business-to-business operations, including childcare, ISA purchase, savings support, mortgage guarantee scheme and court.
John Neilson, CEO of Sopra Steria UK, said: “These contract wins consolidate our position in the UK financial services market and reflect our significant investment in the sector. We are ideally placed to create an exceptional customer experience for NS&I savers, having completed many similar large-scale deals across the private and public sectors. Our skilled and experienced teams have worked hard to create a solution that ensures inclusiveness and accessibility for all NS&I customers . We look forward to delivering the transformational change that NS&I needs.”
Matthew Smith, chief operating officer of NS&I, said: “We have played a role in the lives of our savers for over 160 years and, over that time, we have evolved as customer expectations have changed and the sector has modernized… I am therefore delighted that after a competitive process, the award of these packages is another important step in our journey to becoming the UK’s most trusted savings provider .Our transformation program will significantly improve customers’ experience with NS&I, providing them with greater flexibility and choice while improving our efficiency.”
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