Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy. Watch this video...
Knowledge is at the heart of delivering a successful, consistent and efficient customer experience whatever type of organisation you are in. Collecting and sharing information, incorporating feedback and keeping centralised knowledge updated is central to delivering superior customer service.However while most managers understand the importance of knowledge, many are simply not sure where to start...
According to recent figures from the General Medical Council (GMC), complaints against doctors in the UK have risen by nearly 23% in just a year, while written complaints across the whole of the NHS increased by 8%. However, at the same time overall customer satisfaction surveys and performance ratings of doctors have improved. And of the 8,781 complaints made in 2011, nearly 5,000 were taken no f...
In today’s business climate, increasing efficiency while still delivering great service is the central aim of leading organisations. Balancing these two demands can be difficult, but by implementing an Eptica-based knowledge management system, the NHS Business Services Authority (NHSBSA) has achieved both cost savings and improved customer service levels.NHSBSA’s Sherlock project uses ...