Systems thinking for efficiency - boosting business services
Our organisational change team used systems thinking principles with leaders, managers and front-line staff at the NHS Business Services Authority (BSA) to drive internal behaviour change, improve efficiency and customer service, and provide better value.
NHS BSA processes claims for ‘Help with Health Costs’ on behalf of the Department of Health. Although by no means a failing service, our systems thinking practitioners worked with NHS BSA to radically improve internal systems and operational performance.
Using a people-centred, systems thinking approach, we brought about lasting organisational change and achieved key outcomes: 7,630 hours saved in staff time, 114,000 fewer calls annually and £300k+ saved (in admin, paper/printing and overtime costs).
