Critical, life-saving healthcare organisation empowers workforce to focus on donor and patient care
NHS Blood and Transplant (NHSBT) is an essential part of the National Health Service (NHS), providing the blood donation service for England and the organ donation service for the UK. The organisation manages the donation, storage, and transplantation of blood, organs, tissue, bone marrow, and stem cells, and researches new treatments and processes.
NHSBT employs around 5,500 staff across the UK, who work in a wide variety of roles in different settings. These include staff:
- At blood donation centres and mobile blood collection units
- That liaise with donor families and organ recipients in hospitals
- Researchers in NHSBT laboratories
- Members that carry out operational functions such as HR, finance, and facilities management
With a purpose to save and improve lives, supporting the NHSBT workforce is critical to its successful operation. Wendy Dewey, IT Service Manager, NHS Blood and Transplant, explains: “It’s incredibly important that our workforce is empowered to focus its time on the activities that support patients, donors and their families. Delivering the services they need to excel in their roles is essential to our success.”
NHSBT was using the Now Platform® to deliver a number of services to help employees, such as the IT service desk and HR support, but Wendy knew they were only scratching the surface of what was possible.
“ServiceNow was working for each department, but we had a piecemeal way of using the platform,” explains Wendy. “There were multiple entry points for employees depending on whether they wanted to contact the IT service desk, HR department, or finance, for example. We saw a big opportunity to bring all our services into a single portal on the platform.”
NHSBT unifies the employee service experience with a self-service portal built on ServiceNow
NHSBT launched its new services portal, unifying the employee service experience into a single online destination for any member of staff to get the help or information they needed.
Through a web browser, either on a desktop, laptop, or mobile device, employees can launch the portal to instantly access a range of organisation-wide services, wherever they are.
For example, they can check holiday allowance with the HR team, query a figure on their pay slip, or raise a support request to request new IT equipment. Workflows and automated processes route the queries to the best team for resolution or provide the right information, with no human intervention required.
“The Now Platform® has initiated a significant change in the way people interact with services and receive the support they need to carry out their role,” says Wendy. “We’ve made it easy for employees to engage with the services they need to do their job, with a seamless, user-focused experience.”
NHSBT employees across the organisation have a consistent, sophisticated service experience
The strategy has brought consistency to service delivery across the organisation. All 5,500 employees use the same portal and follow the same process—and that means they receive the same, quality employee experience.