Operational delivery

In 2011/12 we implemented a major change programme to transform our operations and performance in order to support the delivery of centralised procurement.  Fundamental changes were made to clearly focus the organisation on customer service, savings delivery and eEnablement.

Our aim is to provide exceptional service for our customers across government and the UK public sector. We are fully committed to ensuring all customers are able to take advantage of the benefits of the centralisation programme, driving value in an effective and transparent way.

To support this, our customer team has dedicated relationship managers allocated to each central government department and sector, including health, local government and devolved administrations to provide a single point of contact. Customer service agreements are in place with all departments, defining service levels and identifying clear roles and responsibilities.