This part of our report describes the objectives that the Department of Social Security and Post Office Counters Ltd sought to achieve through the project, the severity of the slippage it experienced, and the inter-departmental decision to cancel the Benefits Payment Card. Much of the difficulty of decision-making was because some of the business drivers of the Department and of Post Office Counters Ltd were, understandably, different. A decision had to be reached based on the best option for the public sector as a whole, taking account of quantified and unquantified factors.