·         The temporary challenges with ALIX were resolved quickly. We strongly encourage you to use ALIX and the Self-Service Portal to address questions or raise an incident in the first instance.  Please also be mindful of sharing as much information about your issue as possible to enable the Service Centre to resolve your query.

·         We have seen great engagement with ALIX and users exploring its capabilities. It is important we understand your views on the new Service Centre and ALIX and encourage you to use the Self-Service Portal and feedback through the Compliments and Complaints channel.

·         We acknowledge during peak times it may take some time to reach an agent, however wait times are significantly lower than users have experienced in recent months.  Capgemini have additional experienced team members joining the team this week to further help improve your experience.

·         As part of the transfer of historic incidents to the new Service Centre, some were not fully closed, so you may have received an incident notification where these have been treated as a new incident. Please disregard unless you are expecting an incident to have been raised.