The NHS needs to get connected

With a £40 billion cash injection into the NHS from the Chancellor’s budget, technology experts are warning that the public sector needs to get its IT house in order if it is to deliver the benefits taxpayers will demand.

People and businesses are prepared to accept the 1% increase in National Insurance if they get a more efficient, better quality and responsive service in return. Yet, according to a new report, the NHS will fail to meet rising expectations unless time and money is invested in new technology.

“If people have to dig deeper into their pockets, they want access to improved services that matter to them,” said Rhion Jones, an independent expert in customer relationship management (CRM) and author of a new report ‘CRM in the public sector.’ “The Government’s e-reforms are a major step in the right direction but there are many more ways to help improve the NHS while making best use of taxpayers money.

Integrated customer relationship management (CRM) systems that complement existing e-government initiatives are the way forward, helping improve efficiency and cut costs. But money is not the only ingredient for success; reform and strategic planning is also key to ensuring staff and patients get the most out of an IT solution.”

As a co-sponsor of the report, Interchange Group, a specialist in information and communications technology, works closely with the public sector to implement CRM strategies that deliver against government targets while increasing efficiency and enhancing performance.

“Like any other business, the NHS has to deliver value-added service, on time, every time and taxpayers facing big hikes in their national insurance are going to be keeping a close watch on how those improvements are delivered,” said Phillip Jones, managing director of Interchange Group. “However, one of the biggest challenges facing public authorities today is implementing a customer service system that delivers benefits through changes in working practices and to the culture of the organisation.

“This is something we have helped multi-national companies successfully overcome for years and, by using similar techniques and applying our skills and expertise, we can do the same for public sector services.

Interchange has recently helped the embattled company, Consignia, keep costs down, by managing its customer repair service. Consignia has since saved up to a million pounds a year through greatly improved customer service and gained a better understanding of its customer’s needs and preferences.