Recommendation 18

NS&I had most of its operations contracted out when starting the Programme, and it had limited capability to deliver a digital transformation.46 NS&I told us it has found it difficult to recruit the additional skills and capability the Programme needs. It has made substantial use of consultants in the Programme, spending £43 million on advice.47 NS&I has found it particularly difficult to recruit technical roles, and is using secondments and temporary staff from other departments and the private sector, saying “it would not have made sense” to recruit into permanent roles.48 Since 2024, NS&I has added capability at senior levels, for example, by appointing a new commercial director, but it still relies on consultants to fill skills gaps.49