At the NHS Business Service Authority, multiple operations were set up to support the UK government’s COVID response. They have onboarded new work with transformation in the 111 Contact Centre, brand-new services for keyworkers (eg PPE Hotline), support for the COVID App and Test and Trace. This team has stepped up, worked together and been relentless in their approach to helping their customers. Operational transformation has been key to many finalists, sometimes accelerated due to COVID but always building a sustainable framework for excellence, that delivers a strong colleague and customer experience.