2015 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: 2015 (data is from Sept 2014)
Category: ICT - see all reports for this category
Description: The Project is designed to improve customer service and reduce cost of operations; replace outdated infrastructure for increased resilience; and to replace the existing passport application management system with a new system for processing passport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/Green
DCA text: AMS and the online channel went live in September 13 and November 13 respectively. Since February 14, all new applications have been processed through AMS with a total of around 28% of applications from overseas and in the UK being made through the new online channel. The programme has now transitioned both AMS and the online channel into business as usual.
Start date: 2007-05-14
End date: 2014-11-01
Schedule text: Project end date was the end of December 14 as a consequence of the delay to completing the OGC gate 5 review.
Baseline: £11.00m
Forecast: £11.26m
Variance: 2.40%
Variance text: Budget variance less than 5%
Whole Life Cost: £201.41m
WLCost text: The programme was delivered within budget.
Notes1: Transforming the Customer Experience (Formerly A&E)
Sourcefile: IPA_2015.csv

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Acknowledgement: GMPP data has been re-used under the Open Government Licence.