1.2 The outsourcing was a critical part of NS&I's modernisation strategy. This was developed in 1996-97 following a review to clarify NS&I's role and purpose. The review concluded that NS&I created significant added value for the taxpayer, but it warned that this would be seriously eroded unless operational delivery was modernised to compete more effectively within the UK retail savings market. The main objectives of the strategy were therefore to improve NS&I's efficiency, capability and customer service to protect its value to the taxpayer.