National Savings and Investments Annual Report and Accounts and Product Accounts 2016–17

142 Pages·2017·3.28 MB·English

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National Savings and Investments
Annual Report and Accounts and Product Accounts 2016–17
HC23
National Savings and Investments
Annual Report and Accounts and Product Accounts 2016–17
NS&I is a non-ministerial government department and an Executive Agency of the Chancellor of
the Exchequer.
Accounts presented to the House of Commons pursuant to section 6 (4) of the Government
Resources and Accounts Act 2000.
Product Accounts presented to the House of Commons pursuant to section 7 (3) (c) of the
Government Resources and Accounts Act 2000.
Annual Report presented to the House of Commons by Command of Her Majesty.
Ordered by the House of Commons to be printed on 29 June 2017.
HC23
This is part of a series of departmental publications which, along with the Main Estimates 2017–18
and the document Public Expenditure: Statistical Analyses 2017, present the Government’s outturn
for 2016–17 and planned expenditure for 2017–18.
© Crown copyright 2017
This publication is licensed under the terms of the Open Government Licence v3.0 except where
otherwise stated. To view this licence, visit www.nationalarchives.gov.uk/doc/open-government-
licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9
4DU, or email: [email protected].
Where we have identified any third party copyright information you will need to obtain permission
from the copyright holders concerned.
This publication is available at www.gov.uk/government/publications.
Any enquiries regarding this publication should be sent to us at [email protected] or NS&I,
Glasgow G58 1SB.
Print ISBN 9781474143516
Web ISBN 9781474143523
ID 12041709 07/17
Printed on paper containing 75% recycled fibre content minimum.
Printed in the UK by the Williams Lea Group on behalf of the Controller of Her Majesty’s
Stationery Office.
Annual Report and Accounts and Product Accounts 2016–17
Contents
Section 1 – Performance Report
Who we are 4
– What we delivered in 2016–17 5
– Chairman’s statement 6
– Chief Executive’s overview 8
– Strategy and performance 12
– Our customers 18
– Business-to-business customers 24
– Our people 26
– Our operational partnership 28
– Sustainability report 30
Section 2 – Accountability Report
Corporate governance report 38
– Directors’ report 38
– Statement of Accounting Officer’s responsibilities 40
– Governance statement 41
Remuneration and staff report 64
Parliamentary accountability and audit report 75
– Statement of Parliamentary Supply 75
– The certificate and report of the Comptroller and Auditor General to the
80
House of Commons (Accounts)
– The certificate and report of the Comptroller and Auditor General to the
82
House of Commons (Product Accounts)
Section 3 – Financial Statements
Accounts 2016–17
– Statement of comprehensive net expenditure 86
– Statement of financial position 87
– Statement of cash flows 88
– Statement of changes in taxpayers’ equity 89
– Notes to the Departmental Resource Accounts 90
Product Accounts 2016–17
– Product Accounts background 108
– Statement of comprehensive income 110
– Statement of financial position 111
– Statement of cash flows 112
– Notes to the accounts 113
– Annex 1: Product Accounts direction 125
Section 4 – Other Information
Departmental Report information 128
Glossary 133
Contacts and more information 138
nsandi.com 1

Section 1 Performance Report
Section 1
Performance Report
– Who we are 4
– What we delivered in 2016–17 5
– Chairman’s statement 6
– Chief Executive’s overview 8
– Strategy and performance 12
– Our customers 18
– Business-to-business customers 24
– Our people 26
– Our operational partnership 28
– Sustainability report 30
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Section 1 Performance Report
Who we are
NS&I is one of the largest savings organisations in the UK with 25 million
customers and £147 billion invested. NS&I is both a government
department and an Executive Agency of the Chancellor of the
Exchequer. Our origins can be traced back over 150 years to 1861.
When customers invest in NS&I products, they are lending to the
Government. In return the Government pays interest or prizes for
Premium Bonds. We offer 100% security on all deposits.
Our vision
Service, Value and Trust
Our mission
To help reduce the cost to the taxpayer of government borrowing
now and in the future.
Our values
Security, integrity, straightforwardness, human touch
Our values are at the heart of everything we do:
• Security: we offer 100% security, backed by HM Treasury.
• Integrity: we are honest and responsible in everything that we do and say.
• S traightforwardness: we always use clear, everyday language that is easy
to understand.
• D elivered with a human touch, pace and confidence: we treat our
customers as individuals, recognise their needs and act on their behalf
decisively and professionally.
Operating framework
To balance the interests of our savers by offering a fair rate; the
taxpayer by delivering long-term cost-effective finance; and the
stability of the broader financial services sector by acting transparently
and maintaining an appropriate competitive position.
4 NS&I Annual Report and Accounts and Product Accounts 2016–17
Minimising the cost of fraud
to just x.x% of average
funds invested
2016 3.5 million customers now
What we delivered in Customers registered to use online services £2.2 billion The Court Funds Office has £2.2
registered to use online services
billion of funds under management
2017 (up from 2.3m in 2015-16)
of funds are under management
by the Court Funds Office
3.7m
Piloted Tax-Free Childcare Payments processed for the
780,000 applications processed for
in partnership with HMRC. Home Office per annum
£ £ the Home Office per annum
Launched on 21 April 2017
and expected to benefit
£35 billion £11.8 billion 2 million families
667,000
sales Net Financing X.Xm X.X million customers now registered to
receive Premium Bonds prizes by BACS
customers now registered to receive
Civil Service People Survey -
For every £100 held with NS&I, less than Premium Bonds prizes by BACS
high engagement score against
10p per year is spent on administration
benchmarks
75%
70%
Sales via digital channels 92% of sales now via Cost savings made by NS&I GPS 40% cost savings made by NS&I GPS
Admin costs 65% digital channels to date for the Court Funds to date for the Court Funds Office
0.1%
Office (Ministry of Justice) (Ministry of Justice)
60%
55%
2012 2013 2014 2015 2016
92%
NS&I Civil Service
40%
Low level of complaints per
100,000 transactions
Won best complaint handling title in
the banking and investment sector of
UK Complaint Handling Awards
Premium Bonds Prize Checker 100,000+ downloads of Premium
app downloads Bonds Prize Checker app
Visits to our online Adviser Centre
Visits to our online Adviser Centre have increased from 1,500 a month
have increased over the last four years to over 14,000 a month.
Sales via digital channels
5 million 20,000
14,000
100,000+
2015–16 65%
Premium Bonds prizes paid 1,500
directly into bank accounts 0
Number of unique visitors per month
2016–17 92%
Customer satisfaction Customer Satisfaction
8X%
Prepared for launch of Tax-Free Childcare Prepared for launch of Tax-Free
service in April 2017 Childcare service in [MONTH] 2017
Equitable Life Payment Scheme closed
having paid out £1.1 billion to over
900,000 policyholders
£1.1 billion
paid out to over
900,000 policyholders
through the Equitable
Life Payment Scheme
On track to achieve B2B revenues On track to achieve B2B revenues
equivalent to 20% of our costs by 2020 equivalent to 20% of our costs by 2020
20%
Implemented shadow FCS Senior
Implemented shadow FCA Senior
Management Regime
Managers Regime
Refreshed employee value proposition Refreshed employee value
& employer brand proposition & employer brand
Overall employee engagement 69% - in
the Civil Service High Performers group
69%
Overall employee
engagement
Minimising the cost of fraud
to just x.x% of average
funds invested
Ranked #1 in banking and finance in Top Ranked #1 in banking and finance in
50 Companies for Customer Service Top 50 Companies for Customer Service
Section 1 Performance Report
1
2016 3.5 million customers now
What we delivered in Customers registered to use online services £2.2 billion The Court Funds Office has £2.2
registered to use online services
billion of funds under management
2017 (up from 2.3m in 2015-16)
of funds are under management
by the Court Funds Office
3.7m
Continued to drive down operating costs: Continued to drive down operating
Piloted Tax-Free Childcare Payments processed for the
more efficient than ever cino sptasr: tmneorrseh iepf fiwciitehn Ht MthRaCn. ever Home Office per annum 780,000 applications processed for
£ £ the Home Office per annum
Launched on 21 April 2017
and expected to benefit
£35 billion £11.8 billion 2 million families
667,000
sales £ Net Financing X.Xm X.X million customers now registered to
receive Premium Bonds prizes by BACS
customers now registered to receive
Civil Service People Survey -
For every £100 held with NS&I, less than Premium Bonds prizes by BACS
high engagement score against
10p per year is spent on administration
benchmarks
75%
70%
Sales via digital channels 92% of sales now via Cost savings made by NS&I GPS 40% cost savings made by NS&I GPS
Admin costs 65% digital channels to date for the Court Funds to date for the Court Funds Office
Met target for customer0 .s1e%r vice Met target for customer service accuracy Office (Ministry of Justice) (Ministry of Justice)
60%
accuracy and timeliness and timeliness
55%
2012 2013 2014 2015 2016
92%
NS&I Civil Service
40%
Low level of complaints per
100,000 transactions
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Premium Bonds Prize Checker 100,000+ downloads of Premium
app downloads Bonds Prize Checker app
Visits to our online Adviser Centre
Visits to our online Adviser Centre have increased from 1,500 a month
have increased over the last four years to over 14,000 a month.
Sales via digital channels
5 million 20,000
14,000
100,000+
2015–16 65%
Premium Bonds prizes paid 1,500
directly into bank accounts 0
Number of unique visitors per month
2016–17 92%
Met target for customer service Met target for customer service accuracy
accuracy and timeliness and timeliness
nsandi.com 5
Customer satisfaction Customer Satisfaction
8X%
Maintained performance against key Maintained performance against key
sustainability targets sustainability targets
Prepared for launch of Tax-Free Childcare Prepared for launch of Tax-Free
service in April 2017 Childcare service in [MONTH] 2017
£13m
Completed sale of order premises,
returning £12 million to the public purse
returned to the public purse
through completed sale of
older premises
Equitable Life Payment Scheme closed
having paid out £1.1 billion to over
900,000 policyholders
Achieved accreditation against new £1.1 billion
ISO140001 standard
ISO14001
paid out to over
900,000 policyholders
through the Equitable
Achieved accreditation Life Payment Scheme
against new environmental
standards
On track to achieve B2B revenues On track to achieve B2B revenues
equivalent to 20% of our costs by 2020 equivalent to 20% of our costs by 2020
20%
Implemented shadow FCS Senior
Implemented shadow FCA Senior
Management Regime
Managers Regime
Refreshed employee value proposition Refreshed employee value
& employer brand proposition & employer brand
Overall employee engagement 69% - in
the Civil Service High Performers group
69%
Overall employee
engagement
Ranked #1 in banking and finance in Top Ranked #1 in banking and finance in
50 Companies for Customer Service Top 50 Companies for Customer Service
1
Continued to drive down operating costs: Continued to drive down operating
more efficient than ever costs: more efficient than ever
£
Met target for customer service Met target for customer service accuracy
accuracy and timeliness and timeliness
Ranked #1 in banking and
finance in Top 50 Companies for
Customer Service
Met target for customer service Met target for customer service accuracy
accuracy and timeliness and timeliness
Maintained performance against key Maintained performance against key
sustainability targets sustainability targets
£13m
Completed sale of order premises,
returning £12 million to the public purse
returned to the public purse
through completed sale of
older premises
Achieved accreditation against new
ISO140001 standard
ISO14001
Achieved accreditation
against new environmental
standards
Section 1 Performance Report
Chairman’s statement
This is the first Annual Report since I became Chairman of NS&I on
1 January 2017. It is also the first under our new Chief Executive,
Ian Ackerley, who took up his post in March 2017. We are both
fortunate to have joined the organisation at an exciting time, when
we are not only delivering new services for our retail customers but
also using our resources to support the delivery of a growing range
of government policies.
During 2016–17, NS&I was appointed to deliver the Government’s new Help to Save
scheme and the Chancellor of the Exchequer announced that we would launch a
new market-leading product – Investment Guaranteed Growth Bonds. The bonds
went on sale on 11 April 2017. We also completed preparations for the launch of
Tax-Free Childcare, which opened to parents of under four year olds on 21 April
2017. This report provides more detail on all these achievements.
NS&I’s core activity still focuses on serving our retail customers and delivering cost-
effective financing for the Government. This year, at a time of considerable market
uncertainty, we delivered £11.8 billion of Net Financing and did so cost-effectively,
as measured by our Value Indicator. This compares the relative cost-effectiveness
for the taxpayer of the Government raising money on the gilt markets, with raising
money through NS&I. The Value Indicator figure of £74 million underlines that we
provided a saving for the taxpayer despite gilt yields, the key comparator, being at
historic lows for much of the year.
We continue to improve our efficiency as a business, primarily by increasing the
proportion of customer interactions through low-cost digital channels. With all sales
now coming direct to NS&I, we continue to encourage customers to use our digital
services by making them the easiest way to do business with us.
Across every channel, we are determined not to compromise the high-quality
customer service for which NS&I has long been renowned. Performance targets are
only part of the story here; what has struck me is the dedication of staff at both
NS&I and our operational partner, Atos, to customer service. This is illustrated both
through the positive feedback received from customers and the very low levels of
complaints. On behalf of the board, I thank the staff of both organisations for their
commitment and focus.
This year, we welcome two new Non-executive Directors – Christopher Fisher and
Sharmila Nebhrajani – to the board of NS&I. They are excellent additions to the
team. I would like to thank Cheryl Millington, who left NS&I during the year, for the
contribution she made to the board.
Great thanks go to my predecessor Sir John de Trafford for his work as Chairman
and his support to the organisation, and me personally, through this period of
transition. He ensured a smooth handover, as did our former Chief Executive Jane
Platt; and Steve Owen, who served as Acting Chief Executive in the interim period
between Jane’s departure and Ian Ackerley’s arrival.
6 NS&I Annual Report and Accounts and Product Accounts 2016–17
Section 1 Performance Report
Both Jane and Steve had a very strong sense of NS&I’s role and its responsibilities
to savers, taxpayers and government. Their legacy can be seen not only in the
organisation’s focused and efficient operations, but also in the service we provide –
both to our savings customers and those supported through our business-to-
business operations.
Ed Anderson
Chairman
National Savings and Investments
For details of the board’s composition, committees and activities,
please see the Governance statement on pages 41 to 63.
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