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Customer First

(Formally Strategic Business Review)

The Social Security Agency (SSA) is facing a significant programme of change over the next 3-5 years i.e.

Comprehensive Spending Review (CSR) 2007
Medical Support Services (MSS) Restructuring
Northern Ireland Civil Service (NICS) Reform Programme
Pathways Rollout
Debt Transformation
Completion of Jobs and Benefits offices Rollout
Pensions Transformation
Employment Support Allowance
…and lots more!!

The key questions for the Strategic Business Review (SBR) project were:

Does the Agency, particularly the local office network, have the capacity to cope with this volume of change; and
If not, is a new service delivery model required ?

Key Objective

The key objective of SBR was to secure the delivery of an efficient, modern and more accessible service in the longer term.

Other Customer First (formerly Strategic Business Review) pages that may interest you:

Social Security Agency

Customer information

Adviser information

Fraud

Benefit Entitlement

Compensation Recovery

SSA projects and initiatives

Employment and Support Allowance

► Customer First

Customer First Progress

Customer First Publicartions

Social Security Agency Publications

Social Security Agency Useful Links