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NHS BUSINESS SERVICES AUTHORITY | PUBLIC HEALTHCARE | 3,858 employees
The Customer
The NHS Business Services Authority is responsible for providing a range of complex and essential high-volume business services to support the day-to-day smooth running of the NHS including the NHS Pension Scheme and payments for primary care services to pharmacists and dentists.
Managing over £35 billion of NHS spend annually, it delivers a range of national services to NHS organisations, NHS contractors, patients and the public.
“We’ve faced a significant increase in demand in a very short period of time during the Covid-19 pandemic, so the speed at which Tisski carried out a completely remote and agile implementation was fantastic.”
The Challenge
Like many public sector organisations, the NHSBSA was looking for an innovative case management solution that could be delivered quickly, remotely and that would:
- Be based on a widely adopted, trusted platform.
- Allow employees to focus on complex tasks by reducing administrative workload.
- Provide a modern, robust system with the latest security features.
- Enable the flexibility and scope to further configure to meet future requirements.
The Solution
Configured remotely by specialists at Tisski using Microsoft’s Dynamics 365 software, the new cloud-based solution has supported the NHSBSA’s equipment procurement process and expense management system during the COVID-19 crisis, and will continue to do so in the future.
Tisski also recently worked with NHSBSA to improve their Contact Centre’s support function which provides information and assistance to customers including NHS organisations, contractors, patients and the public.
The system has enabled improved customer self-service capabilities, minimising the need for intervention by customer service agents at a time when the service has faced a significant increase in demand.
It also supports its HR Shared Services (HRSS) department which provides NHS recruitment, payroll services, employee records and HR advisory services.
The solution configured by Tisski uses RPA (Robotic Process Automation) to reduce repetitive tasks, improving the efficiency of services that previously heavily relied on a combination of human intervention, a knowledge base, telephone and emails.
The ResultS
Tisski’s integrated case management system and support has helped NHSBSA to:
PROJECT DELIVERED BY
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