Ms Moyagh Murdock:

The recommendation following the assessment was that the service should be outsourced into one single centralised system, with three clearer processes. The first is the production of the physical card, which is a small element of the process. The second is the back office service - customer care queries, calls and e-mails - which is provided by a different supplier, Abtran. The final process is the front office supplier, SGS.