Behind every great experience is a great workflow. NHSBT unified its employee experience into a single online destination, enabling all staff irrespective of location.
- 98% of records are up to date
- 650 agent hours saved in year-one
- 500+ licensed users
A data management challenge
With more than 5,500 staff members in 93 locations across the UK, managing vast amounts of employee and asset data is a massive task. It’s even more imposing when combined with a constant quest to do more with less while maintaining quality and meeting high user expectations.
NHSBT was already using ServiceNow products in parts of its operation, but deployment was fragmented. The platform was underutilized, and opportunities were being missed.
The need for a foundation
NHSBT had key issues to resolve. In particular, it needed a more effective way to harness the huge amounts of data it had at its disposal. Doing so would enable it to better capture analytical insights and use them to ensure that its internal operations ran smoothly across the country.
Accurate data is also critical to the seamless allocation of devices and facilities across each NHSBT location. Poor data quality and an extensive backlog meant asset deployment was inefficient and causing unnecessary costs.
NHSBT also had to navigate the challenges of COVID-19. Its processes needed to evolve to support employees working from home, remote patient visits and warehousing admin, and ultimately provide the best possible care remotely.
When Donna Lea-Dodd joined NHSBT as Assistant Director of Live Services in 2019, she quickly identified her main objectives. “The task was to improve customer service to NHSBT colleagues,” she says. “We needed to provide a foundation, reduce manual overheads to ensure that people do more with what they have, and ensure that they had performant and available services.”
Great workflow, great user experience
Working with ServiceNow and technology delivery partner Engage ESM, Atos ServiceNow practice, Donna realized that effective groundwork would be critical to success. “We had to cleanse and populate data,” she notes. “Also, manual updates and changes don’t provide enough accuracy, so we automated and added systems to update and check data.”
Behind every great experience is a great workflow – and Donna’s work paid off. NHSBT’s enhanced services portal unifies the employee service experience into a single online destination for all staff to access the help or information they need. Employees can launch the portal to instantly access a range of organization-wide services, wherever they are, through a desktop, laptop, or mobile web browser.
Examples include users being able to complete online workstation assessments, query a figure on their pay slip, or raise a request for new IT equipment. Workflows and automated processes route the queries to the most appropriate team, with no human intervention required.
Other departments share the benefits
NHSBT can now track assets quickly and easily, providing a full picture of where each one is and enabling them to be updated from a security viewpoint.
The automation process has also improved customer service. The use of live data means requests that would previously have taken days to process are now handled instantly, while dashboards enable full visibility of service performance. Within a year, ServiceNow had saved 650 hours of valuable NHSBT agent time, allowing them to focus on more strategic tasks and improve the overall service for patients.
“The team can now focus on more complex tasks that can’t be automated,” says Mahesh Halai, former ServiceNow Solutions Specialist, NHSBT. “The overall experience for users and high-volume requests is much better.”
The platform’s update schedule has been accelerated from four per year to monthly. And each update eliminates more manual processes, speeding up the service process for employees and enhancing the overall experience.
“Other departments are now asking if using ServiceNow is an option for their services,” concludes Donna. “It’s expanding across directorates, and they are increasingly joining up and sharing the benefits.”
See the benefits
More time to focus on more strategic tasks, improving patient services
98% of records up to date
650 agent hours saved in the first year
Faster service processes for employees, enhancing their experience
Atos is a Global ServiceNow Elite Partner and early adopter of enterprise-wide, next-generation digital workflow management. Through Engage ESM, our global center of excellence for ServiceNow, we help organizations in all industries unlock more ROI and accelerate business outcomes by automating and improving visibility of workflows.