The below information was sent, via email to all volunteers and employees across SSAFA, on 25 June 2026.

To: all volunteers, employees and trustees 

Dear colleagues,

Focus: Project rollout complete - thank you

With the final branches completing their transition last week, the rollout of the Network Delivery Project (NDP) is now complete across the network. This marks a significant milestone, with SSAFA providing service delivery to beneficiaries via one consistent and sustainable model, alongside a stronger focus on community engagement promoting the wide range of SSAFA services.

Over the last two years, volunteers and employees across teams and regions have helped shape, test, challenge, and deliver a significant period of change for our organisation. We know that adapting to new systems and ways of working is rarely straightforward, and we appreciate the considerable time, energy, and care so many of you have given along the way. This collective effort ensures we can continue working towards our shared goal of raising the awareness of SSAFA’s services and delivering timely and effective support to our beneficiaries.

Before looking ahead, it feels right to pause and reflect on what we've achieved, together.

The rollout in numbers

• 71 branches have transitioned into the NDP model between July 2025 and June 2026
• 2,170+ colleagues migrated onto GoAssemble
• 19 Town Hall sessions delivered, plus multiple face-to-face and virtual engagement events
• 34 months from the scoping to full rollout completion
• 32 editions of ‘Continuing the Conversation’ updates shared across the network

What’s gone well, and what’s been harder  

Throughout the rollout, we have introduced a new way of delivering casework, strengthened regional support, implemented GoAssemble, and developed our approach to community engagement. These all serve our core purpose of the project to develop a sustainable welfare delivery model which provides consistent, efficient, and quality-assured support to all our beneficiaries and builds a sustained awareness of SSAFA.

A great deal has gone well, particularly in how teams have come together so that support to beneficiaries has continued seamlessly while branches transitioned into the new model. It reflects the tremendous resolve and focus we all bring across the network.

We also recognise this rollout has involved real challenges. At times, the changes created additional workload and often frustration, particularly during busy migration periods. We know that has not always been easy, and we are grateful for the patience shown in working through it.

Looking ahead

While the rollout phase is now complete, the work itself continues.

The NDP model is now part of how SSAFA operates. There is still work to do to fully embed the model and refine ways of working. Ongoing improvement will continue across directorates, including refining processes, improving systems and responding to feedback as it comes in.

The project team is now preparing the final closure report for the NDP Board, which consists of trustees, the Deputy National Chair, and the CEO, as we move towards the formal closure of the project.

Thank you

For now, we just want to say thank you.

Thank you for your dedication and persistence during this migration period. We’re grateful for your feedback and ideas, especially when they highlighted things we needed to fix. Thank you for supporting colleagues across the network, often while adapting to the change yourselves.

Above all, thank you for your continued commitment to the people SSAFA exists to support.