Case Studies
Establishing a shared service in the NHS
Our client decided to set up a shared service for its ICT operations across 3 trusts and 92 GP practices. We managed the change programme for them and provided skilled resources to deliver on key elements of the programme. Working at every level within the organisation, we developed the directors, management and staff to a more business way of thinking resulting in a more professional and efficient organisation that has grown and delivered continual service improvement and cost savings. At the outset, we undertook extensive data analysis of their cost data in order to calculate the total cost of ownership for the ICT infrastructure and the indicative split of ICT costs across their stakeholders.
Employee engagement in local government
We have recently worked with a local authority in the Midlands to develop a comprehensive employee engagement strategy. The work was commissioned to help ensure that they improved employee motivation and engagement at a time when the Council is facing significant challenges. The move to share services with a neighbouring authority and pressure to provide cost savings meant the Council not only needed to take their staff with them, but harness their ideas and energies to ensure quality services would be provided whilst delivering efficiencies.
ICT Managed Service Provider providing services to Building Schools for the Future Programme
We recently worked with a company who required a Service Delivery Model, policies, procedures and processes to be documented along with an implementation plan for that model. This was required in order to satisfy the stringent requirements laid down by the BSF Programme. We provided a small team of experts to develop the model and process documentation working with the senior management and directors. The model and documentation was provided on time and within budget and enabled the company to pass a key gateway review with BSF.
Mergers and change management in the third sector
Our client won a major government contract which trebled their workforce overnight. We worked with the senior management team to develop a project plan, provide communications and development support to the managers and team leaders and develop a new shared vision for a workforce, many of whom had been TUPED into an 'alien' organisation. Working at every level in the organisation, we supported this major change programme, providing critical challenge as well as practical support to reshape and embed new practices and ensure effective employee and stakeholder engagement.
NHS Hospital ICT Department Review
We undertook a full review of the ICT department for the ICT Director and provided a proposed action plan for delivering changes to make the department more efficient, improve staff satisfaction, improve customer satisfaction and greatly improve team working and morale. We also helped establish the relevant strengths and weaknesses of each of the ICT managers.
NHS ICT Service Delivery Redesign
Our client required a review of the service delivery department to improve the efficiency, consistency and quality of service provided. We analysed customer satisfaction and help desk system data, interviewed managers and technicians, and identified key strengths and weaknesses in the department. We then developed a revised design for the department fundamentally changing the way it worked in order to deliver a streamlined, consistent and measurable service.
NHS Shared Service Account Management Framework
Our client’s customer service team was looking to develop and preserve its market share in ICT support and provision to its customer base by:
- Improving its relationships with customers and ensuring customer retention and loyalty
- Exploring ways to further develop new customer relationships
- Developing sales techniques to attract new business
- Developing customer service communications and interface processes
- Developing a robust CRM
- Developing individual skill levels in Customer Service and Account Management
Blueline delivered a successful programme of interactive education, personal coaching and support covering all members of the customer service team.
NHS Shared Service Performance reporting Framework
Our client required a monthly performance report to formally manage the performance to its customers, stakeholders and staff. Blueline were engaged to develop a reporting framework including a management reporting scorecard and the supporting data infrastructure. Blueline delivered the first reporting cycle on time and to budget and also defined the projects for implementation of new sources of data or processes for capturing information that currently did not exist at that time.