Case study

healthcare / outsourced solutions
- delivery of a flagship digital transformation

 
 

Client Background

A prominent UK public healthcare organisation was in the early stages of a critical digital transformation programme to enhance end-user/customer experience and reduce operating costs. Our team was engaged to lead the delivery of the digital programme, aimed at transitioning users from paper-based processes to a digital and autonomous solution.

Approach

Due to the level of change and complexities involved, there was a need to approach the governance of delivery in a highly structured and stage-gated manner. This involved the creation, development and maintenance of impact assessments, documentation and management of business and technology plans, and the creation and implementation of a comprehensive service transition and cutover plan.

Key Outcomes

  • Improved End-User Experience: The transition to a digital solution significantly improved end-user/customer experience by eliminating cumbersome paper-based processes and introducing intuitive digital workflows.

  • Cost Reduction: The digital programme had a substantial impact on underlying operating costs by reducing the need for manual processing and administrative overheads associated with paper-based processes.

  • Return on Investment (ROI): The implementation of the digital solution provided a significant return on investment by increasing operational efficiency, reducing costs, and improving overall organisational performance.

  • Autonomous Processes: The digital solution introduced autonomous processes that reduced dependency on manual intervention, reduced error handling, and failure demand, enabling staff to focus on value-added tasks and user experience.

Conclusion

Through the collaborative efforts with our client the digital programme successfully transformed operations, improved end-user experience, and reduced operating costs. By shifting from archaic paper-based processes to a digital and autonomous solution, the organisation achieved significant return on investment and positioned itself for continued success in the rapidly evolving healthcare landscape.