2014 Report details for project: Transforming the Customer Experience

Project name: Transforming the Customer Experience - there are 3 reports for this project: 2013, 2014, 2015
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Organisation: HO (D16) - see all reports for this organisation
Report year: 2014 (data is from Sept 2013)
Category: ICT - see all reports for this category
Description: To improve customer service and cost of operations. To replace outdated infrastructure for increased resilience and to replace existing Passport Application Support System (PASS) with a new system for processing passport applications, to minimise support cost, both of which support the ability to issue passports reliably. The new system for processing passport applications is called Application Management System (AMS).
DCA (RAG): Amber
DCA text: AMS was successfully deployed in August 2013. The business case remains sound and realisation of benefits will commence later this year.
Start date: 2007-05-14
End date: 2014-11-01
Schedule text: The programme is on track to deliver as scheduled.
Baseline: £11.35m
Forecast: £13.56m
Variance: 19.49%
Variance text: The original budget for 2013/14 assumed that the new systems (AMS) would be fully deployed, legacy systems would have been decommissioned and that the project team would be considerably reduced in size to support project closure activity. This has now been re-set and the project is working within agreed tolerance.
Whole Life Cost: £202.06m
WLCost text: The forecast whole life cost is within the agreed tolerance of the budgeted whole life cost. The project is expected to return a small under spend.
Notes1: Transforming the Customer Experience (Formerly A&E)
Sourcefile: IPA_2014.csv

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