Customer Service Function Digital and Data Transformation
Leading the end-to-end transformation of NHS Digital’s contact centre, service management and automation capabilities during the COVID-19 pandemic.
Our Customer’s Challenge
NHS Digital needed to modernise a critical contact centre and service management capability during the COVID-19 pandemic, while maintaining continuity of service during a period of exceptional demand.
The programme formed part of a wider digital transformation designed to consolidate fragmented people, processes and technologies, improve operational efficiency, and enable more enquiries to be resolved through self-service and automated channels.
The transformation involved replacing core contact centre and service management platforms, integrating public-facing NHS services, introducing new automation capabilities, and coordinating multiple internal teams and suppliers. NHS Digital required strong programme governance, stakeholder alignment, supplier assurance and risk management to deliver the change safely and at pace.
Our solution
We provided end-to-end programme and project management, from business case development and current-state analysis through to implementation, transition and optimisation.
We established the programme roadmap, governance structure, delivery controls and reporting framework, providing clear oversight of scope, risks, dependencies, suppliers and decision-making throughout the delivery lifecycle.
Our team coordinated the selection, implementation and cutover of new contact centre and service management systems, including public-facing self-service portals. We also managed the integration of the NHS website with service management tools, enabling enquiries to move more effectively between digital and assisted service channels.
The programme introduced an AI-driven voice-bot to respond to standard information requests and robotic process automation to process service-user emails, reducing manual effort and supporting a shift-left service model.
Jira was configured as the central delivery management platform, with automated reporting providing senior stakeholders with regular visibility of progress, risk, performance and operational readiness.
The Results
- Controlled Transition: Implemented the new contact centre platform while maintaining business continuity during a period of exceptional demand.
- Total Cost of Ownership: Reduced through lower delivery risk, improved platform management and reduced operational overhead.
- Call Answer Times: Reduced through improving responsiveness and customer experience.
- Staff Cross Skilling: Increased by 30%, creating a more flexible and resilient contact centre workforce.
- Management Visibility: Improved through automated, regular reporting on delivery progress and contact centre performance.
- Programme and Supplier Risk: Reduced through structured governance, proactive dependency management and a controlled implementation and cutover process.
What our Customer says
I want to formally acknowledge the amazing delivery you have so brilliantly achieved. Your effort, skill and dogged determination have ensured seamless retirement of our legacy solution and deployment of the new across our 24 x 7 Function. This is no mean feat so please accept both my thanks and admiration for the significant work you have delivered. Your project management control provides a great framework from which to measure our success, and your knowledge provides much needed balance and consideration within the operational scope.”
David Williams, Customer Service Function Lead, NHS Digital
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