Recommendation 18

In 2020–21, during the pandemic, the Treasury required NS&I to raise £35 billion from retail savers, which was nearly a sixfold increase in its original remit for that year. Since 2003–04, NS&I has only raised more than £15 billion on one occasion, which was in 2014–15 when it raised £18.2 billion. To deliver its remit, NS&I told us it must balance the interests of savers by offering a fair return, the interests of the taxpayer by minimising finance costs, whilst also maintaining stability of the wider financial market place. NS&I was unable to meet its £35 billion remit, instead raising £23.8 billion – which was nonetheless a record amount. We asked NS&I what it would do differently in the event of a future crisis. NS&I told us that it had learned “many valuable lessons” from the pandemic, some of which will be resolved as part of its Rainbow Programme.31 NS&I currently outsources its entire back-office and customer-facing operations to a single service provider called Atos. Under the Rainbow Programme NS&I will instead outsource to multiple providers. NS&I explained that one of the key lessons from the pandemic that the Rainbow Programme will resolve was to provide “far more scalability and resilience”.32 It added that during the pandemic it received large inflows of deposits from savers, which created “pinch points” as the old, single provider model was dependent on “people, paper and physical locations”.33 NS&I explained that the new model will provide greater ‘scalability’ through better use of digital processes such as mobile apps with much more “functionality and flexibility”.34