NHS Business Services Authority
Supercharging Healthcare Operations
The Client
The NHS Business Services Authority (NHSBSA) plays a vital role in supporting the day-to-day operations of the NHS.
From managing the NHS Pension Scheme to processing payments for primary care services, it handles over £35 billion of NHS spend annually. Its services reach NHS organisations, contractors, patients and the public, making it a cornerstone of healthcare delivery in the UK.
We’ve faced a significant increase in demand in a very short period of time during the Covid-19 pandemic, so the speed at which Node4 carried out a completely remote and agile implementation was fantastic.
The Challenge
During the COVID-19 pandemic, NHSBSA faced a sharp rise in demand. They needed a case management solution that could be deployed quickly and remotely. It had to be built on a trusted platform, reduce administrative burden, offer robust security, and remain flexible for future needs. The organisation also wanted to improve its Contact Centre and HR Shared Services, which support recruitment, payroll, employee records and advisory services.
The Solution
We worked to deliver a cloud-based solution using Microsoft Dynamics 365. The system was configured remotely and supported NHSBSA’s equipment procurement and expense management processes during the crisis. It also enhanced customer self-service in the Contact Centre, reducing pressure on agents. For HR Shared Services, we introduced Robotic Process Automation (RPA) to streamline repetitive tasks and improve efficiency across recruitment and payroll functions.
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The Results
The new solution helped NHSBSA free up employee time by automating admin-heavy processes. Staff can now securely access information from anywhere, at any time. The platform’s flexibility means it can be adapted to meet future requirements. As Ian Chippindale, Senior Change Manager at NHSBSA, said:
“We’ve faced a significant increase in demand in a very short period of time during the Covid-19 pandemic, so the speed at which Node4 carried out a completely remote and agile implementation was fantastic.”
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The Node4 Difference
We supported NHSBSA’s COVID-19 response by enabling a fast, secure and scalable digital transformation. Our use of Microsoft Dynamics 365 meant we could deliver a solution that not only met immediate needs but also laid the groundwork for long-term service improvements. By integrating RPA and enhancing remote access, we helped NHSBSA continue delivering essential services under pressure.