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The Pension Service is in the process of implementing a major transformation programme. It has replaced and simplified processes and, as a result, each transformed pension centre is now dealing with its customers' state pension claims in one 20-minute telephone call — rather than talking to customers for at least two hours and on several different occasions. This has resulted in high levels of satisfaction for both customers and staff. By 2011/12, The Pension Service will be saving £170 million annually in operating costs.

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