NOE CPC customers benefit from data services and technology investments
The past 18 months have highlighted the value of technology and digital innovation, particularly in terms of connecting teams working remotely, ensuring a consistent customer experience and instant access to essential tools and services.
Technology is an integral part of the operations of the NHS North of England Commercial Procurement Collaborative (NOE CPC). Finding the most suitable platforms and channels to enable effective collaboration is essential to support partners and clients throughout the public procurement system.
Technology to improve the customer experience
Keith Rowley, MD of NOE CPC recently highlighted the importance for NOE CPC to accelerate its use of technology to improve the customer experience; “Our vision is to provide high quality and easily accessible procurement services to the NHS. Increasingly, this means providing access to our services online, using web-based systems and the provision of self-service tools.
The past 18 months have been an extremely difficult time for the NHS, and Covid-19 has led to a rapid change in working practices and increased use of technology.
From an organizational perspective, adopting technological solutions has been key to ensuring that we have continued to provide a vital support service to the NHS during this very difficult time.
We are also determined that the benefits, including in many cases efficiency gains, achieved through greater use of technology will be retained and realized in the future.
We are seeing an increased desire from our NHS customers and providers to engage with us online through the use of technology, and we are keen to ensure that our services continue to change and adapt to changing landscape and demand. “
The use of technology by NOE CPC allowed them to adapt quickly when the pandemic hit by using platforms they had already established, such as MS Teams, to support effective work internally, with customers and other external stakeholders to organize meetings, organize events, webinars and share critical information with their contact base.
Changing working practices has proven to be so effective. NOE CPC continued to find ways to deliver dynamic content across multiple platforms, including video guides, their YouTube channel, social media, and virtual event and online training programs.
Internal digital development
NOE CPC has invested more resources in developing its internal digital toolkit and online systems to improve accessibility and usability for customers. Most notably: the launch this year of the new benchmarking tool that identifies instant savings across multiple frameworks with an easy-to-use interface; a revamped online catalog for the NOE CPC Estates Consumables and Equipment framework; further refine the dedicated online supplier search function within the Small Jobs and Trades DPS and improve the declaration process; develop the request for quotation (RFQ) system for the NHS supply chain: hotel services, and soon for the NOE CPC website; a complete overhaul of the online supplier information management system eliminated some of the most common and frustrating problems for users; and the installation of a new help desk system providing a better platform to facilitate dialogue with customers and manage requests.
NOE CPC has also adopted the Atamis Health Family e-Procurement system in accordance with the recommendations made by the Ministry of Health and Social Affairs.
A single e-commerce system, it brings together the healthcare department’s business activities in one place, including business case generation and approval, tendering, evaluation, digital contract award and performance management, supplier management and the P2P interface.
It is currently used by DHSC, NHS England and Improvement, PPE cell, NHS Digital and a growing number of independent organizations and NHS Trusts.
Technology adoption and delivery
The volume of activity and investment in technological innovation and data services at NOE CPC demonstrates the commitment and importance they place in adopting and applying technologies to the best of their ability for customers. .
The use of technology to improve the customer experience for NOE CPC also includes the provision of innovative frameworks. The dedicated NOE CPC (ICT) technology category features a significant selection of free access frameworks helping clients meet their own technology needs, including remote teleradiology reporting services, recently launched IT Hardware and Services Agreement (LINK3) – the third iteration of this hugely popular framework, and IT Enterprise Solutions. The latter is an all-in-one solution that recently supported the Sheffield Health and Social Care NHS Foundation Trust with a successful EPR award.
NOE CPC plans to continue investing and developing solutions to transform the services it provides. Their early adoption and external view of the broader public procurement landscape ensures that they remain on the cutting edge of technologies available to meet the needs of the community they serve.
For more information or to talk to the NOE CPC team about their products and services, visit www.noecpc.nhs.uk, call 0114 212 2122 or send an email [email protected].