NHS Property Services (NHSPS) enlisted HeadChannel to develop a robust Customer Portal designed to streamline communication, automate processes, and enhance the efficiency of customer interactions. By integrating several external systems and offering real-time tracking, the solution eliminated repetitive tasks, allowing the customer service team to focus on more complex cases and improve overall service quality.
The Challenge
NHSPS was struggling with a manual, fragmented system that created inefficiencies for both their internal teams and external customers. Specifically:
Manual and Time-Consuming Tasks: Simple, repetitive tasks bogged down the customer services team, limiting their availability to handle complex cases.
Dispersed Information: Customers and staff had to rely on phone calls and emails to track queries, leading to delays and confusion.
Lack of Real-Time Data: Existing systems did not integrate with each other, preventing users from accessing up-to-date information instantly.
Low Process Automation: NHSPS required more automation to improve productivity and speed up their customer service response time.
NHSPS needed a new digital solution that would centralise processes, reduce manual work, and allow seamless real-time tracking of customer queries.
Why HeadChannel?
NHSPS chose HeadChannel for our expertise in designing comprehensive digital solutions tailored to complex, large-scale operational challenges. Our ability to analyse existing workflows, propose robust technical architecture, and deliver end-to-end project management made us the ideal partner for transforming NHSPS’ customer service operations.
Our Approach
- Discovery and Analysis
We started by conducting extensive functional and non-functional requirements workshops with NHSPS. This involved reviewing existing documentation and identifying gaps in the process flows. The result was a clear, detailed product backlog and a functional specification tailored to NHSPS’ needs.
- User-Centric Design
Our UX/UI team worked closely with NHSPS to design a system that satisfied WCAG 2.0 accessibility standards. We improved on existing mockups, refining them to ensure that the system would provide a smooth and user-friendly experience on both web and mobile platforms.
- Scalable, Modular Architecture
We selected the ABP.io framework for its modular architecture and scalability. The modular monolith architecture provided the flexibility NHSPS needed, allowing future system upgrades without affecting existing modules. The system was hosted on Azure, using ASP.NET Core web API and Angular to ensure a rich and interactive user experience across devices.
- Data Integration and Real-Time Performance
We integrated the portal with multiple external systems using APIs and ensured real-time data availability without compromising performance. A Redis cache was implemented to decrease data access latency, and SignalR was used to handle messaging and push notifications within the portal.
- Security and Testing
Security was a top priority, with Azure AD/Azure AD B2C and Identity Server 4 handling authentication and access control. Our CI/CD pipeline was built with rigorous testing protocols, including static code analysis, unit tests, and API stress tests to ensure the system was robust and secure.
- Process Automation
By automating routine tasks such as query tracking and notifications, we freed up time for the NHSPS customer services team to focus on more critical cases. Customers could now easily track the status of their queries in real-time through the portal, significantly reducing the need for manual follow-ups.
Testimonial
“Partnering with NHSPS to create their Customer Portal was a complex but rewarding experience. Our goal was to design a system that not only automated repetitive tasks but also provided real-time data integration to enhance the customer experience. By centralising all customer-related processes and ensuring seamless communication between various external systems, we were able to boost NHSPS’s operational efficiency and service quality. We’re proud to have played a role in their digital transformation, and it’s been incredibly satisfying to see how the portal has helped streamline their operations.”
Richard Bundock
CTO, HeadChannel
The Outcome
The Customer Portal developed by HeadChannel delivered the following key benefits to NHS Property Services:
Increased Efficiency: Automation of simple, repetitive tasks allowed the customer service team to focus on more complex issues, reducing overall response times.
Real-Time Query Tracking: Customers can now track their queries and status updates online, eliminating the need to call the contact centre for information.
Enhanced Collaboration: Integration with multiple external systems and real-time data availability allowed NHSPS to manage information more efficiently, reducing data latency and improving decision-making.
Improved Security: With Azure AD and other advanced security protocols in place, the system ensured secure access for all users and protected sensitive customer data.
Future Scalability: The modular architecture allows NHSPS to easily expand and add new features without affecting existing functionality.
The result is a more streamlined, user-friendly system that has significantly improved both customer and staff experiences.
About NHS Property Services
NHS Property Services (NHSPS) manages, maintains, and improves properties and facilities for the NHS, supporting healthcare providers and improving environments for patients and staff. NHSPS ensures the NHS has safe, efficient spaces in which to deliver care, overseeing thousands of properties across England.
