NHS Blood and Transplant
Streamlined and efficient service experience for NHSBT
At a glance
NHSBT 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.
- 98% of records are up to date
- 650 of agent time saved
- 500+ license users
- Focus on more strategic tasks, improving the overall service for patients
- Faster service process for employees, enhancing the overall experience
ServiceNow is expanding across directorates, and they are increasingly joining up and sharing the benefits.”
Donna Lea-Dodd, former Assistant Director, Live Services, NHSBT
A data management challenge
With more than 5,500 staff members in 93 locations across the UK, NHS Blood and Transplant (NHSBT) is an essential part of the National Health Service (NHS), providing blood donation services for England and organ donation services for the UK. This includes managing the donations, storage, and transplantations of blood, organs, tissues, bone marrow, and stem cells, as well as researching new treatments and processes.
NHSBT was already using ServiceNow products in parts of its operation, but deployment was fragmented. The platform was underutilized; 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.
NHSBT also had to navigate the challenges of COVID-19 and evolve its processes to support employees working from home, facilitate 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.”
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.
The team can now focus on more complex tasks that can’t be automated. The overall experience for users and high-volume requests is much better.
Mahesh Halai, former ServiceNow Solutions Specialist, NHSBT
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 platform’s update schedule has been accelerated from four per year to monthly, with each one eliminating 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.”
Download the NHSBT case study.
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