Service Enhancements Programme (SEP)
Developing the CDSP service experience of tomorrow, today.
What is the Service Enhancements Programme (SEP)?
The CDSP Service Enhancement Programme delivers quick, tangible enhancements to the Customer experience by resolving recurring pain points that cause frustration or inefficiency. Focused on making processes simpler, clearer, and more responsive, these changes aim to improve usability and communication while laying the groundwork for longer-term transformation through Project Trident.
By acting now, Xoserve is strengthening day-to-day service quality and building the foundations for more sustainable, system-wide improvements in the future.
Initially approved as a three-year investment stream from April 2026, the Service Enhancements Programme brings together several ongoing improvement initiatives into one unified programme.
The ongoing improvement activities unified under the Service Enhancements Programme are:
- Enhanced Assurance Programme, delivering improvements that strengthen confidence in CDSP services, including implementation of PAC Audit recommendations and targeted delivery assurance enhancements.
- Accelerating delivery of high-value service improvements, bringing forward opportunities identified through UK Link pain point analysis to enhance the customer experience.
The CDSP SEP is split into five workstreams:
- CDSP Near-Term Improvements
- Customer Experience Strategy
- Tooling Transformation
- Process Standardisation and Integration
- Stakeholder Engagement and Change
These workstreams are currently scoped for delivery ahead of Project Trident, in a drive to optimise the customer experience before replacing our core UK Link functionality:
Our focal activities, numbered on our High level outcomes and pain points roadmap, are:
- CDSP Near-Term Improvements - The ‘CDSP Near-Term Improvements’ enhancement package focuses on delivering tangible improvements to the Customer experience by addressing a series of recurring service pain points that regularly cause frustration or inefficiency.
- User Experience (UX) Customer Journey Mapping - The ‘UX Customer journey mapping’ enhancement package is focused on redefining how customers interact with Xoserve for the long term. This work moves beyond incremental fixes, instead starting from a deeper understanding of customers’ businesses, needs, and preferred ways of engaging with the CDSP.
- UX Process and data discovery - The ‘UX Process and data discovery’ enhancement package focuses on areas where further investigation and analysis are needed to identify the most effective long-term solutions.
Read and download our High level outcomes and pain points roadmap below.
High level outcomes and pain points roadmap
Finally, it’s worth noting there are assurance enhancements and Performance Assurance Committee (PAC) recommendations being delivered in parallel, via our SEP team, recognising the high overlap of the focal themes and activities.
As these project activities integrate, there will be a revised plan presented to CoMC in June 2026 to provide clarity to customers. This plan will be reflected on this webpage as soon as it is finalised.
Approved as part of the CDSP business plan for 2026/27, the full funding documentation was published as BP26 Investment Proposal – CDSP Service Enhancements.
Our governance and prioritisation model was agreed through the DSC Contract Management Committee (CoMC).
What is the Service Enhancements Working Group?
The Service Enhancements Working Group (SEWG) is our monthly meeting to collaborate with customers and agree the most effective improvements and the prioritisation of those activities.
The initial meeting was held in March 2026, and from April 2026, the SEWG will convene on the last Monday of every month, with alternate dates being arranged where there is a bank holiday. SEWG meetings will be published on both the Xoserve calendar and the Joint Office calendar to give the industry as much information as possible.
Any reading materials or information required ahead of SEWG meetings will be sent out ahead of the meeting, with a focused agenda and key talking points for each session.
Invitations to the SEWG will be sent to all DSC Contract Managers and those customers who subscribe to the CDSP Service Enhancements Programme.
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SEWG Headline reports
Following each SEWG meeting, a headline report will be published so customers can review and see what has been discussed and agreed.
You can find the latest report, along with our previous reports below.
Questions about the SEP
We're compiling a list of questions and queries our customers have asked about the programme.
In the list below you can find high-level common queries we're regularly asked.
Ultimately, the decision to release funds for SEP activities rests with our DSC Committees.
The programme follows a three step approach to engaging customers and building consensus for action:
- Feasibility assessments are conducted for our SEP activities and bucketed into work packages by the Programme.
- These work packages are presented to the monthly Service Enhancement Working Group (SEWG) for the appropriate level of SME/user discussion and awareness, so the activities can be ratified.
- The Work Packages and any feedback from the SEWG are then taken to the appropriate DSC committee to proceed or discuss anything related to the DSC contract (CoMC), which includes funding, or, if consideration is needed for industry change, to ChMC.
Programme finances will always be updated at the relevant DSC Management Committee.
There is a monthly update agenda item at CoMC for SEP, where Xoserve presents the programme progress, reports on the outputs of the Service Enhancements Working Group (SEWG) and any financial considerations as funds are approved and used.
Have a question?
If you have a question about the programme that isn't covered above, you can email us via communications@xoserve.com.
Transparent decision-making and engagement
We know that our customers and stakeholders want assurance that they are receiving value for money and to see clear reasons for investment.
In accordance with our principles of transparency and trust, we also want to provide visibility of upcoming milestones and options for how our customers and stakeholders might want to engage with the CDSP Service Enhancements Programme.
Customer engagement to capture feedback will be in place at all stages of the project, predominantly via the SEWG (described above) and our funding governance via the appropriate DSC Committees.
If you have early feedback or would like to suggest other forms of engagement, please email us via communications@xoserve.com.
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