NHSBSA Strategy 2021-24 - On the front foot to support the frontline

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NHSBSA Strategy 2021-24 - On the front foot to support the frontline
NHSBSA Strategy 2021-24
On the front foot to support the frontline

                                             NHSBSA Strategy 2021-24 (V1) 04.2021
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Contents

Foreword from Chief Executive and Chair………….................3

Executive summary……………………………………...............4

Who we are and what we do…………………….....................5

Our purpose, vision and values.........................………..........15

Our strategic goals .........………...........................................16

Our teams …...................…….............................................19

How we deliver………..........................................................22

Our strategy on a page.........................................................27
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Foreword

Foreword from Chief Executive and Chair

Last year we introduced our strategy with                Our people know how important our work is to
the words: “The NHS is our nation’s greatest             support the frontline NHS day-to-day and they
institution. It provides hope, it fixes us at our time   have been there every step of the way. We are
of need and helps us to live longer and healthier        truly proud of how all our colleagues have worked
lives, creating more memories with those we care         tirelessly in the fight against COVID-19, and we
about the most.” We didn’t know then quite               would like to pay tribute and thank each and
how much we would rely on the NHS and most               every one of them for their care, commitment and
importantly the wonderful people who make it             dedication in these difficult times. We could not
the institution it is. When our collective time of       have asked for anything more.
need came, the NHS stood up to be counted and
it was a pleasure to stand on our doorsteps each         Our work during the pandemic has been described
week during the summer to thank our frontline            as “mission critical” by the Secretary of State
colleagues.                                              for Health and Social Care, who praised our
                                                         “remarkable ingenuity and resilience”, and telling
To be at its brilliant best, its most efficient and      our people “when you look back at the role you
most effective, the frontline NHS needs the right        have played during this important chapter in
support, and the NHS Business Services Authority         our national story, you can be rightly proud” – a
(NHSBSA) exists to provide that support.                 sentiment that we of course both share. We’ve
                                                         deepened our collaboration with NHS England
We are the expert delivery organisation relied upon      and Improvement, the Department of Health and
by Government and the health and care system             Social Care, Public Health England, NHSX, NHS
to provide a range of complex and essential high-        Digital and other key organisations within the
volume business services to support the day to           health and care system during this time to deliver
day running of the NHS. We provide a platform            both services and products to support the national
for at scale, national payments for primary care         response.
services to dentists and pharmacists. We support
the NHS People Plan providing employment, HR             The focus for the NHSBSA in this strategy remains
and payroll platforms, as well as providing financial    our unwavering resolve to do all we can to fight
support to NHS students and managing the NHS             against COVID-19, to deliver our core services
Pension Scheme. We also provide a wide range             efficiently and effectively with our customers in
of services direct to the public to help citizens in     mind, and to progress our Big Ambitions as set out
gaining access to the healthcare and support with        later. All of this is in pursuit of our core purpose to
costs to which they are entitled. We are the NHS         be a catalyst for better health.
supporting the NHS.
                                                         It is a profound honour and privilege to lead the
Last year was a challenging year for all                 NHSBSA, and a responsibility we undertake openly
organisations. At the outset of the pandemic, we         and transparently, and with the greatest of care,
set ourselves three priorities:                          attention and compassion.
 • First and always, ensuring the health, safety                   Watch our short video for an
   and wellbeing of our colleagues;                                introduction from Michael Brodie
 • Secondly, keeping our business-critical services
   including all payment functions operating
   to ensure that NHS colleagues and providers
   were paid on time and in full every month;
   and
 • Thirdly, supporting the national response to
   the pandemic, utilising our capacity, capability
   and culture to stand up an extensive range of         Michael Brodie        Silla Maizey
   new services.                                         Chief Executive       Chair NHSBSA Board

                                                                                                                   3
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Executive Summary

Our 2021-24 strategy outlines the current direction   We’re an ambitious organisation too, with a
of travel for the NHSBSA. It sets out our plans to    drive to do more to improve the health of the
be “on the front foot to support the frontline”       nation. One of our big ambitions will see us use
as we fulfil our purpose of being a catalyst          our national reach, data and insights to create a
for better health and our vision of being the         population health offering to improve the health
delivery partner of choice for the health and         and wellbeing of patients and people across the
care system.                                          UK. We have a key role to play in the recently
                                                      outlined Government White Paper, Integration and
The NHSBSA is a forward thinking, innovative          Innovation: working together to improve health
organisation. We help the NHS to run efficiently      and social care for all. We believe we can make a
by delivering platforms and services to support       big difference.
the NHS Workforce, Primary Care and millions of
UK citizens. We are trusted to manage around          We hope our strategy inspires you to find out
£35 billion of NHS spend annually. Data analysis,     more, whether you are interested in how we can
insight, digitisation and collaboration are at the    work with you to help the NHS further or whether
heart of our business so we can improve patient       you are interested in working for us. You can see
outcomes, support the NHS workforce and save          our vacancies on our website or if you would
money across the wider health and social care         like further information about any aspect of our
system. During the COVID-19 pandemic, we’ve           strategy please contact us at
stood up almost 50 new services to support the        nhsbsa.strategy@nhs.net
frontline NHS and the Government’s response.

We’ve grown our reputation as a trusted delivery
partner and expert in our field. We know what we
do, what we deliver and how we deliver matters.
It matters because we support the NHS frontline. It
matters because we can help people live healthier
lives. It matters because we contribute to patient
safety. It matters because we care.

We’re a passionate organisation with passionate
people. We developed our values with our people
– we’re Collaborative, Adventurous, Reliable
and Energetic – we CARE. Our people are key to
our success alongside the strategic goals we set
ourselves and how we deliver through what we
call our levers.

                                                                                                          4
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Who we are and what we do

We are an Arm’s Length Body of the Department         Our support for the NHS workforce agenda
of Health and Social Care (DHSC), responsible for     starts right at the beginning of the career
providing platforms and delivering services which     journey, administering the NHS Students Learning
support the priorities of the NHS, Government         Support Fund to support people through their
and local health economies, and in doing so we        professional training. We help over one and a
manage around £35 billion of NHS spend annually.      half million people to find work each year or
                                                      progress their careers with the NHS through our
By providing these services once, nationally and      national NHS Jobs service. Our Electronic Staff
at scale, and by digitising services and utilising    Record (ESR) system, the largest centralised HR
leading-edge technology we deliver great taxpayer     and payroll system in the world, with over 1.8
value, providing huge savings for the NHS which       million staff records, is the platform on which NHS
can then be reinvested in frontline care. As we       organisations record essential workforce, skills and
cement our role right at the heart of the system,     training information and pay their staff over £45
the breadth and depth of services that we have        billion per annum accurately and on time.
been asked to undertake has grown significantly.
We group them into three operational areas:           Once our NHS colleagues have completed their
                                                      careers, we support their retirement through
 • Workforce Services: platforms and services         delivery of the NHS Pension Scheme and where
   we provide to the NHS to best support its          appropriate support their beneficiaries. NHS
   people;                                            Pensions is the largest centrally administrated
                                                      pension scheme in Europe. On behalf of all NHS
 • Primary Care Services: services we provide to      organisations, we manage three million member
   support essential primary care functions; and      records and run payrolls every working day to pay
                                                      over one million pensioners over £12 billion per
 • Citizen Services: services direct to the           annum accurately and on time.
   public to enable people to gain access to the
   healthcare and help with health costs to which     We also provide HR Shared Services delivering at
   they are entitled.                                 scale, efficient, effective and value for money HR
                                                      services to other NHS organisations.
What we do in NHS Workforce, Primary Care and
Citizen Services is summarised below along with       We are NHS workforce specialists.
the benefits associated with these important areas:

                                                                                                             5
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Workforce Services

 1.6 million unique portal users of            4.7 million applications submitted
 Electronic Staff Record (ESR)                 on NHS Jobs

                                  Over 300,000 job adverts published on NHS Jobs

                            5,500                                    70,000
                            NHS recruitment                          customer
                            campaigns                                contacts handled
                            supported by HR                          by HR Shared
                            Shared Services                          Services

                       £

                                                                      ££
 3.4 million members of                       £12 billion paid to pensioners
 the NHS Pension Scheme                       each year

                                                                                        6
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Primary Care Services
Primary Care is the cornerstone of NHS service        they provide to patients and the public. During
delivery as shown in the roll out of the COVID-19     the pandemic we have seen a significant shift to
vaccine. We are privileged to be able to play         electronic prescriptions which saves the NHS time
our part in supporting primary care in the            and money, and we have undertaken services such
NHS by helping commissioners undertake                as signposting for emergency dental care. We also
assurance activities such as managing contractual     provide a high-tech scanning service, which saves
arrangements with NHS providers. We also work         NHS organisations money and, as importantly, vital
with pharmacy, dentistry, ophthalmic and GP           office and operational space in their buildings.
partners to deliver their essential services to the
NHS. We do this by processing of over one billion     We are NHS pharmacy and dentistry services
prescription items each year and over forty million   experts.
dental claims, making over £12 billion of accurate
and timely payments for the essential services

                                                                                                           7
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Primary Care Services

                                       Over 1 billion prescription items processed

                                                                                         Submit

 70 million                         £9 billion paid                        100% of dental
 items scanned for 1 NHS            to pharmacy contractors for            claim forms are
 Trust, helping to save space       vital drugs they have                  submitted electronically
 and increase efficiency            dispensed to patients

                          43.6 million dental claim forms are processed

£2 billion per year paid to                       Over 88% of people
dental contractors for treatment provided
                                                  using Electronic Prescribing Service
to patients

                        Engaged with 25,000 primary care contractors to
                        collaboratively provide assurances regarding contract compliance, quality
                        and value for money, with a financial benefit of £53.4 million
                        in 2020

                                                                                                      8
NHSBSA Strategy 2021-24 - On the front foot to support the frontline
Citizen Services
COVID-19 has highlighted the stark reality of the      to ensure that only those entitled to help with
inequalities in accessing vital services, as well as   health costs receive them and we have taken over
provision of healthcare. In Citizen Services we        responsibility from DHSC for a range of Healthy
support members of the public in gaining access        Foods schemes, helping families on low incomes
to healthcare services and the help with health        make healthier choices. All of these are key
costs to which they are entitled. Whether that be      preventative and population health interventions,
through the range of exemption schemes that            helping to address inequalities and support the
we operate (such as maternity, low income and          Government’s levelling up agenda. We operate a
medical exemption schemes), providing free or          multi-channel and multi award winning contact
reduced cost prescriptions or dentistry, or through    centre, capable of standing up new services within
our work supporting UK residents living or working     24 hours to support key national events and issues.
overseas and the broader reciprocal healthcare
arrangements with other countries following the        We are NHS customer experience
UK Transition from the European Union. Each            professionals.
year we support around five million citizens in this
way. We provide an exemption checking service

                                                                                                             9
Citizen Services
Issued over                                                                               Won at the 2020 NHS
1.6 million
                                                     cription
                                            NHS pres
                                      Buy a   ent
                                      prepaym

                                                                                          Sustainability Awards
                                               al details
                                       Person

digital exemption
certificates                                                                              for moving prescription prepayment certificates
                                                                                          from plastic cards to digital certificates

                                                                Launched a brand new
          Check what help you could
          get to pay for NHS costs                              online application system                                        Submit
                                                                supported by colleagues in Technology, in
           Start
                                                                July 2020 for students applying for NHSLSF
                                                                in the 2020/21 academic year

  More than        380,000                                      Achieved readiness
  people used our online
                                                                for the end of the transition period with the
  eligibility checker
                                                                Department of Health and Social Care*

 Successfully launched a new online portal for individuals entitled to a new UK EHIC and managed
 more than         237,000 applications through this process**

                   Launched the UK                                                                    Rolled out Real Time Exemption

                   Global Health Insurance Card                                                       Checking in nearly         4,200
                                                                                                      pharmacies

                        Paid over            in              £75m
                        ex-gratia support payments                             Supported over   3,000 England Infected Blood
                        to EIBSS members                                       Support Scheme (EIBSS) members

   Managed
                                                                                 Almost   100,000
                                                                                 students registered for an
   5 million                                                                     NHSLSF account and
   contacts to the
   contact centre
                                                                                 80,000 students are
                                                                                 already in payment

   Supported over 18,000 people through the Immigration Health Surcharge
   scheme and reimbursed more than 6,300 beneficiaries
*(which included implementation of the Citizens Rights Agreement, Northern Ireland Protocol as well as the Trade and Cooperation Agreement)
** figure is since the launch in November to date

                                                                                                                                              10
It isn’t just what we do that matters, what is             Because of the national and at scale nature of our
equally important is how we do it. In many ways            services, we produce and collate vast amounts
this defines who we are and our sense of purpose:          of data. Our first duty is to ensure the safety,
                                                           security and accuracy of this data and we then
We take pride in designing our services around             apply our analytical skills to produce actionable
the needs and experience of our users and other            insight. Understanding the move towards open
customer groups, and wherever appropriate having           data, we collaborate and innovate with partners
a digital first mentality, whilst ensuring accessibility   and stakeholders to drive improvements in patient
for all. Our multi award winning organisation              outcomes, patient safety and taxpayer value.
is testament to our belief in inclusivity and
accessibility of our services by all.                      We are NHS data scientists.

We are NHS digital designers.

We collaborate with both world leading
organisations and small/medium enterprises
to offer the best solutions and cutting-edge
technology. We collaborate with our NHS partners
in the areas of technology services, solutions and
governance. We’ve quickly enabled our colleagues
to work flexibly and from home, using the latest
platforms so that we can support our people and
continue to make a positive difference to our
customers.

We are NHS technology specialists.

                                                                                                                11
Developing and enriching the NHSBSA

            Best Companies index 2 star accreditation for outstanding employee
            engagement

 Defence Employer Recognition                                             Established a

 Scheme Silver Award                                                      Clinical Network

Accreditations

                  68 apprentices                                               ISO14001 certified
                  across the business                                          organisation wide

                              Declared Climate Emergency and a
                              goal of Net Zero by 2030
                              Managed reduction in*: Greenhouse gas emissions 81%,
                              Water consumed 61%, Waste 60%, Paper 75%
                              *Performance at Q2 2020-21

             New producer of official statistics, working to the high
             standards set by the UK Statistics Authority to serve the public good

                                Open Data
                              Our                                                         Rolled out
                              Portal (ODP)                                       eDEN
                                                                                          eDEN to Dental
                              is the home of data we                                      Providers and Practice
                              release to the public in a         Log In

                                                                                          Managers
                              single place                                                (2,000 new users)

               Enhanced organisational-wide governance
               through providing due diligence and improved data governance

  Responded to 4 consultation documents to support the
  direction of the health and care system

                                                                                                                   12
The pandemic has been all-encompassing over this     We already work collaboratively, but during
last twelve months. It has impacted upon us as       COVID-19 this gathered much more momentum.
a nation, as organisations and as individuals. We    Our networks, partnerships and relationships were
have been incredibly proud to play our part in the   strengthened as we worked on many new services
response. The NHSBSA stood up nearly 50 new          and solutions. We worked with NHSE/I, DHSC,
services at pace, and in collaboration with others   NHSX, PHE and other partners to make things
to support the NHS frontline and Government’s        happen quickly and effectively and in the spirit
response. You can read more about these              of organisations without walls and boundaries.
on our website.                                      This level of collaboration has been recognised by
                                                     Government in its recent White Paper as vital in
One noticeable learning from the pandemic            creating a truly integrated health and social care
was that changes which previously may have           system.
taken years to implement have taken just weeks.
Recognising this significant shift, we undertook     We set out in our 2020-23 strategy a desire
a discovery programme called New Horizons to         to look at how we could support social care.
better understand the drivers of change, what        COVID-19 brought into sharp focus the needs of
worked well and what we should retain to inform      this particular sector and to support the social care
the future of our working environment. It is clear   workforce, we worked collaboratively with our
that our working methods and the ways in which       partners to develop the COVID-19 Care Workforce
our customers access our services has changed,       app. This app enabled immediate messaging and
and we know change will continue. The feedback       communications to be issued to colleagues across
from New Horizons and ongoing learning have          social care to ensure they received important news
been considered in the development of this           and updates and was well received, downloaded
strategy and will continue to be used by wider       by more than 50,000 social care colleagues.
groups across the organisation.

                                                                                                             13
National response to coronavirus

                                     47 new services and projects
                                     stood up to support the national COVID-19 response

                                                             Over 15 million text
                                                             messages sent to vulnerable and
                                                             shielding members of the public

 60,000 test                         Over £370 million
                                     in payments to support community
 results by email per                pharmacies to address
 day – and rising                    unprecedented demand

 Built a website to support          Almost  8,000 hours
 the NHS COVID-19 app in             spent ensuring our buildings       Over 1 million
 less than   7 days                  are COVID-safe                     test results by text

  Roll out of key Office 365 tools to enable colleagues to work effectively,
  including Microsoft Teams, SharePoint, Yammer and OneDrive

 In excess of4 million        PPE items being        Dedicated 111 COVID-19
                                                     Contact Centre helpline
 stored, providing a back-up plan for hospitals,
 care homes and GP practices                         stood up within

                        Enabled colleagues to
                                                     12 hours, with
                        work from home quickly,      over 54,000 calls
                        distributing over            taken since February 2020
                        3,800 pieces of
                        equipment including          Over 145,000 additional calls
                        laptops, desktops and        undertaken by NHSBSA Contact Centre Agents
                        peripherals                  in response to COVID-19

  Added functionality within ESR to enable doctors, nurses and other staff to
  move seamlessly between NHS organisations to where they are needed most

                                                                                                  14
Our stakeholders

                                     Social Care
                                                                               Health
                                                                             Research
                                                                            Authority
             Healthcare
             providers                                       England
                                                                 and
                                                        Improvement

                                    Digital

                     Health
                  Education
                   England
                                                    Business
                                                    Services
                                                   Authority
     Blood and
     Transplant

                            ICSs
                           PCNs                x
                          Regions                                                      National
                                                                                       Institute
                                                                                      for Health
                                                                                      Proctection

                              Resolution                               Primary Care
                                                                         Providers

                                                    Counter
                                                      Fraud
                                                   Authority

                                                                                                    15
Our Purpose, Vision and Values

Our Purpose                                            Our Values
Our purpose is to be a catalyst for better health.     Our values have been developed with our people,
This means we work in collaboration with our           for our people. They reflect the fact we CARE
stakeholders, customers and partners across the        passionately about what we do. We know that
health and care system with the intention to           the way we approach our work contributes to
innovate, try new things and explore different         our colleagues’ health, wellbeing and sense
ways of working, driving efficiency for the taxpayer   of connection to the business, allowing us to
and helping people to live longer, healthier lives.    transform our vision into reality. We know how
We do this to support the delivery of the NHS Long     important our people and our culture are to our
Term Plan, Pandemic System Recovery Plans, DHSC        success and we are continuing to build on being a
priorities and the move towards a Population           great, inclusive place to work. We want our people
Health and Care System.                                to take pride in their work, understand and feel
                                                       valued for the role they play in our success and
         Watch our short video to learn more           the contribution we make to the wider health and
         about our purpose.                            care system and society. Our values are embedded
                                                       across the organisation and guide us in our
Our Vision                                             decision making and delivery of our services.
Our vision is to be the delivery partner of choice
for the health and care system. We work with                    Watch our short video to hear more
and through our sponsor team in DHSC and                        about our vision and values.
partner with a number of organisations in the
Arm’s Length Bodies sector. To achieve our vision,
we have focused on building on our existing                 Our colleagues on the front line rely on
relationships, on creating new networks and have         you for the deployment and delivery that
established meaningful partnerships with key             allows them to do their jobs with
stakeholders to ensure we are best placed to have        confidence.
a positive impact on the health and care system.                             Matt Hancock

Our Values - we care

                                                                                                            16
Our Strategic Goals

Our strategic goals help us bring our purpose         of being a Two-star company with Best Companies
and vision to life, and they focus on the things      means we have outstanding engagement with our
that are important to us. Our goals underpin          people, of which we are truly proud.
how we deliver our business, our strategy and
our ambitions. We continue to make significant          People Measures
progress towards these goals, measurement of
which is captured within our Balanced Business         1. Deliver great communications and
Scorecard and quarterly and end of year reports.          engagement for our colleagues so we work
                                                          towards an improvement across the eight
For 2021/22 we have introduced a new sixth                factors of engagement as outlined in Best
strategic goal ‘Pandemic support’ which highlights        Companies during 2021/22.
the importance of our contribution to the              2. We will meet the Government’s
COVID-19 response and our intent to do this until         recommended target for apprenticeships of
we reach the other side of the pandemic.                  2.3% whilst setting ourselves an additional
                                                          stretch target of achieving 3% during
         Watch our short video for an                     2021/22.
         introduction to our strategic goals.          3. Maintain enei (Employers Network for
                                                          Equality and Inclusion) Gold Standard
Customer – we actively seek feedback from and             Employer status during 2021/22.
listen to our customers to enable us to design and
deliver brilliant business in a way that best meets   Social impact – we work with partners to better
their needs. Our customers are at the heart of        understand and respond to growing challenges
what we do.                                           of health inequality and sustainability, using
                                                      our systems, services and data insight to have
  Customer Measures                                   a positive impact and help create better health
                                                      and care for the wider population. We also invest
 1. We will pay our customers on time and             in and support our local communities and local
    accurately in line with our annual business       economies as well as working towards minimising
    plan targets.                                     our environmental impact.
 2. We will achieve our annual Net Promoter
    Score and Net Easy Score targets for 2021/22.       Social Impact Measures
 3. We will achieve our annual Right First Time
    and Delivered in Full on Time targets for          1. We will develop our social impact measures
    2021/22.                                              during 2021/22 and report against these in
 4. We will develop and implement a customer              the Balance Business Scorecard.
    experience metric dashboard for all four           2. We will establish a baseline and increase
    customer groups by 30 June 2021.                      citizen take up of help with health cost
                                                          exemptions and other schemes we administer
Our People – we enable our people to be their             during 2021/22.
best by creating a fantastic colleague experience,     3. We will achieve Net Zero by 2030, as well as
providing ongoing development opportunities               interim targets published in our Environment
with an eye to future needs and being a great,            Strategy for 2021/22.
inclusive place to work. Achieving an accreditation

                                                                                                          17
Value – create value for our customers and
                                                        Ambition Measures
stakeholders in the outcomes we deliver, in
helping them to meet their needs and we generate
efficiency across the health and social care system    1. We will deliver our annual business plan
                                                          targets for our five Big Ambitions during
to provide better health and care outcomes and
                                                          2021/22.
better taxpayer value. We are the NHS, supporting
the NHS.                                              Pandemic Support – we will support national,
                                                      regional and local efforts in times of challenge and
  Value Measures                                      crisis by using our skills and expertise to develop
                                                      and deliver services to meet the needs of our
 1. We will operate within Departmental               colleagues and the population of the UK.
    Expenditure Level (DEL), delivering against
    annual financial target during 2021/22.             Pandemic Support Measures
 2. We will generate £84 million of wider system
    efficiencies during 2021/22.                       1. We will deliver against each of the agreed
 3. We will include Commissioner Pays in the              service levels for the COVID-19 services that
    multi-year spending review discussions for            we continue to deliver throughout 2021/22,
                                                          providing quarterly updates and assurance
    2021/22 and then move to Commissioner
                                                          through the DHSC Accountability Review
    Pays Model during 2022/23.
                                                          and NHSBSA Board.

Ambition – we understand the changing
landscape and we seek to innovate to improve
our services and make better use of our rich data,
sharing our expertise and joining up with health
and care systems to help drive the NHS prevention,
workforce and population health objectives.
Through delivering new services, we continue to
support the health and care system to have the
staff and services it needs and help people to live
longer and healthier lives.

Goals

                                                        £
                                                               £

    Customer            Our            Social            Value          Ambition         Pandemic
                       People          Impact                                             Support

                                                                                                             18
Our teams

Our organisation comprises our core operational directorates and a range of enabling services. We work
closely together to ensure we are aligned, making best use of NHS spend and supporting each other in
the delivery of our priorities - we are one NHSBSA.

Our structure is illustrated below:

          Primary Care Services                                  NHS Dental Services
                                                                 NHS Prescription Services
          Proving payments, support and assurance
                                                                 Provider Assurance
          across primary care services.                          Scanning Services

          Citizen Services                                       Customer Operations
                                                                 Exemption Services
          Delivering a wide range of contact, support,
                                       Director   of Citizen     Health & Community Services
          signposting and other essential services to the
                                             Services            Overseas Healthcare Services
          population of the UK.                                  Student Services

          NHS Workforce Services                                 NHS Pensions
                                                                 HR Shared Services
          Providing workforce services across the NHS
                                        Director      and
                                                  of Citizen     NHS Jobs
          wider system, enabling our customers   to maximise
                                              Services           Electronic Staff Record (ESR)
          the benefits from the use of our workforce solution.   Workforce Service Optimisation

          Finance, Commercial and Estates
                                                                 Strategic Finance and Reporting
          Financial, Commercial and Estates  strategy,
                                        Director  of Citizen     Financial Operations
          planning, management, operations,Services
                                                compliance
                                                                 Loss and Fraud Prevention
          and reporting. Loss and fraud prevention.
                                                                 Commercial Services
          Strategic sourcing including supplier management,
                                                                 Estates and Facilities Management
          procurement and contract management.

          Strategy, Performance and Development
                                                                 Strategy, Planning and Performance
          Leading on the strategic direction of theof Citizen
                                        Director                 Partnership and Opportunity Development
          organisation, providing assurance to our Board and     Business Innovation and Customer Experience
                                              Services
          Sponsors, identifying opportunities for driving and    Professional and Clinical Services
          improving customer experience and innovation.

          People and Corporate Services                          People
                                                                 Communications and Marketing
          Enabling our people to be their  best and
                                       Director   ofcreating
                                                     Citizena    Governance, Risk and Assurance
          great inclusive environment. Delivering professional
                                              Services           Safety, Health and Environment
          services to advise, govern and transform the           Information Governance and Security
          business as well as manage its reputation.             Change and Project Delivery

          Technology                                             Technology Applications
          Design, specify, deliver, manage and support
                                        Director  of Citizen     Technology Governance
          technology platforms, services and Services
                                              solutions that     Technology Operations
          empower our business services.                         Technology Service Integration and Management

                                                                 Digital Transformation – end to end
                                                                 User Experience, User Research and service Design
                                        Director of Citizen      Digital Application Development and Continuous
          Digital and Data                   Services            Improvement
          Providing digital transformation based around user     Customer Insight
          experience, whilst making the most of the data         External Information Services
          we manage.                                             Business Intelligence and Data Warehousing
                                                                 Data Science
                                                                 Official Statistics Producer and Data Provider
                                                                 Data Strategy and Governance

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Our national and local presence
As an organisation, we are well placed to support the Department of Health and Social Care’s response
to the levelling-up challenge set by Government and to help with building back better as part of the
COVID recovery response. We are proud to have our Head Office in the North East of England and other
sites across the country allowing us to deliver services nationally, regionally and locally.

Over the last 12 months we have been able to support more than three quarters of our people to
work remotely and flexibly to ensure their safety and wellbeing during the pandemic. We’ve also
made all our sites COVID secure, to make sure our colleagues are as safe as they can be to continue to
deliver critical services to support the NHS frontline. Like other organisations we will be reviewing our
estate requirements and our ways of working over the next year, in line with return to work and lease
requirements.
               Stella House:                            Bridge House

               - People and Corporate Services          - England Infected Blood Support
               - Digital, Insight and Technology          Scheme (EIBSS)
               - Finance, Commercial and Estates        - Customer and Contact Services
               - Strategy, Performance, Business        - Overseas Healthcare Services
                 Development and Growth                 - Patient Services
               - Change and Project Delivery            - NHS Prescription Services
               - Healthy Food Schemes                   - Provider Assurance (Pharmaceutical   Greenfinch
               - Exemption Checking Services              Services and Opthalmic Services)
               - NHS Jobs                                                                      - HR Shared Services
                                                                                               - Scanning
               Gateway
               - Fraud, Loss & Prevention                                                      Benton
                 Team                                                                          - Archiving
               - NHS Workforce                                      Newcastle                  - Storage and retrieval
                 Optimisation Team
                                                                                                 of prescriptions
               Fleetwood - Hesketh House
                                                                                               Wakefield
               - NHS Pensions
               - Student Services                                                              - Prescription processing
               - Customer and Contact Services                                                   and scanning
               - NHS Workforce Optimisation                                                    - Customer and Contact
               - Strategic Finance and Reporting                                                 Services
               - Financial Operations and                                                      - NHS Workforce
                 Estates and Facilities Management                                               Optimisation team

               Middlebrook - Ridgeway House                                                    Sheffield
               - Prescription processing and scanning
                                                                                               - Electronic Staff Record
               - NHS Pensions
               - Provider Assurance (GP Services)
               - Student Services
               - Digital Services

               Warwick

               - NHS Jobs
               - Electronic Staff Record

                                                                                      Eastbourne

                                                                                      - NHS Dental Services
                                                                                      - Provider Assurance
                                                                                        (Dental)

                                                                                                                           20
Brilliant Business
All organisations love to have the opportunity          expectations. We put the customer at the centre
to develop new services and undertake exciting          of everything we do and we have segmented them
transformation work. We’re no different. But it’s       into four groups:
important to always retain a focus on those core
services on which our existing customers rely.          1. Our Users – anyone who uses our services,
Providing these ‘business as usual’ functions well,        from a member of the public to clinical
delivering great quality services and value for the        providers;
taxpayer gives us the permission to develop our         2. Our Sponsor – we are accountable to the
big ambitions. Delivering our core services well           Department of Health and Social Care;
requires all of our people to understand their roles,   3. Our Commissioners – anyone who
to value each other’s contributions and to support         commissions a service from us for example
each other through a “One NHSBSA” approach.                NHS England and Improvement, NHSX or the
                                                           Scottish and Welsh Assemblies; and
This includes all our colleagues whether working        4. Internal customers – our internal NHSBSA
in corporate services such as finance, commercial,         colleagues.
strategy, HR, communications and governance or
in our operational services or our digital, data and    To ensure we are delivering our brilliant business
technology areas. Delivering our ‘business as usual’    throughout the year, we measure key performance
services efficiently, effectively and professionally    indicators and produce a monthly Balanced
is what we describe as our brilliant business in        Business Scorecard that reports on our progress to
recognition of the hard work our people do              our sponsor, to our board and to our people across
every day.                                              each of these customer groups. In addition, we
                                                        provide quarterly progress reports and an end of
To deliver brilliant business we need to really         year report on the delivery of our commitments.
understand our customers, their experiences and

                           Primary Care         NHS Workforce         Citizen
                              Services             Services           Services
                                                                                        People and
                                                                                        Corporate
                                                                                         Services
      Strategy
    Performance,
       Business             One NHSBSA – Our Brilliant Business
    Development
     and Growth

                                                                                         Technology
                                Finance,
                                                               Digital
                               Commercial
                                                              and Data
                               and Estates

                                                                                                             21
How we deliver

Levers
We pride ourselves on being a catalyst for better health. And we recognise that there are a number
of levers that we can pull which give us the unique formula for our capabilities, capacity and culture that
helps us to deliver against this core purpose. It is the combination of these levers that explains ‘how’ we
deliver and has helped us to develop a reputation for agility, flexibility and reliability. We describe these
levers below:

                                                                    Emerging
                       Digitisation               Data
                                                                  Technologies

               Our                 Strategic             Business             Relationships
              People               Sourcing             Innovation                 and
                                                                                Networks

Digitisation – we transform the way we deliver          Strategic Sourcing – we secure taxpayer value
services through increasing digitisation. Our           while choosing innovative partners to support our
solutions are designed based on customer insight        drive and ambitions.
and user experience.
                                                        Business Innovation – we continue to innovate
Data – we use our data to accelerate insight and        in all that we do, by learning and collaborating
drive innovation across the health and care system      with others as well as our customers.
to improve the health of the UK population.
                                                        Relationships and Networks – we use our
Emerging Technologies – we look to use the              relationships and networks to ensure our services
most effective and up to date technologies to           reflect need and reach across the health and care
ensure high quality service delivery, making it         system to make a positive difference.
easier for our customers and our people.
                                                                  Watch our short video to learn more
Our People – we recognise that our people are                     about our levers.
critical to the success of our organisation and we
will create a great, inclusive place to work so they
can bring and be their best.

                                                                                                                22
Our Big Ambitions
We are an ambitious organisation. We are            We have identified five key areas of focus which
ambitious for our people and what they are          we believe we can develop to support and drive
capable of, we are ambitious for our customers      further change within the wider system. These
and the services they should receive, and we are    are known as our Big Ambitions and are set out
ambitious for the health and care system and the    below:
beneficial impact it can have on people’s lives.

Supporting the health and care workforce – Our ambition is to support the delivery of the national
people agenda through effective recruitment, retention and workforce planning, building on our
national platforms. Through our partnership work with NHS England and Improvement and other
key stakeholders, we will improve and transform our solutions so that they are easier to use, reduce
administrative bureaucracy and increase integration with wider workforce systems. This will support
employee and employer journeys, embrace the NHS People Plan and help to make the health and care
sector the best place to work.

We will do this by:

              Supporting                                                      Increasing
               employees                                                     ESR usage
            via smartphone                                                   to improve
                 access

                                                                                     Engaging
                                         Supporting NHSE/I
     Transforming                                                                     Pension
                                           in delivering
       NHS Jobs                                                                       Scheme
                                          Long Term Plan
                                                                                     members

                                                                              Using data
           Providing value
                                                                              to support
             for money
                                                                               decision
             HR services
                                                                                making

          Watch our short video to learn more.

                                                                                                       23
Developing our Population Health offering – our ambition is to use our capabilities and expertise in
collaboration with our health partners including the new Integrated Care Systems to improve the health,
wellbeing and outcomes for patients and people across the UK, in line with the Government’s recent
White Paper.

We will do this by:

 • Maximising the uptake of our citizen               • Using our data analytics and insights.
   services to help to address inequalities             We seek to utilise the rich breadth and
   in access to services. By ensuring everyone          depth of data from our multiple services to
   gets access to the support that they are             support national and local decision makers to
   entitled we can help to address population           maximise health outcomes, improve patient
   health outcomes and we will work with                safety and deliver best value.
   policy makers nationally and with local health
   systems to reach those who currently do not        • Supporting integrated health and care
   access their entitlements.                           systems. We feel we are well placed to
                                                        support Integrated Care Systems to deliver
 • Maximising the contacts we have with                 against their population health agenda, by
   UK citizens to signpost to further support.          utilising our core skills and levers to design
   With five million contacts with members              and deliver population health interventions
   of the public annually, we are uniquely              and solutions.
   placed to support national and local public
   health campaigns and messaging, and the
   Government’s prevention agenda.

                                                                                                          24
Service Developments

  Each of these service developments will improve take up of services, provide insight and join up
  organisations and networks to enable NHSBSA to truly deliver value and efficiency as well as
  improve the population’s health.

  At each stage, valuable system resources can be reassigned to have a positive impact on health
  and care.

        Supporting                                                          Health & Care
    Integrated systems                                                        Support
                                                                                 Make a difference
         Improved networks,                                                      to health
         insight and outcomes

                                                                     Citizen Contacts
                                                                           Maximise impact
                                                                           of contacts

         Health Benefits
               Increase service
               uptake

         Watch our short video to learn more.

Developing our Provider Assurance Networks – our national Provider Assurance Service manages
the effective performance and contracts for primary care providers on behalf of NHS England and
Improvement and other clients. Our ambition is to expand this into other areas for example integrated
care networks, which will help ensure a high-quality service for patients.

We will do this by:

 • Working collaboratively with NHSE/I and the        • Delivering digitisation of services; and
   NHS Counter Fraud team;
                                                      • Providing robust governance.
 • Providing clinical and contractual expertise;

                                                                                                        25
NHSEI                                                                       NHSBSA                            NHSEI Counter
               Commissioning teams                                                                                                  Fraud Team

                                                                                                    Flexibility
                                                                                      Digitisation to adapt to
                       Specialised                        Supporting                               local needs                         Investigate
                     Commissioning                           local                Continuous                    Standard
                                                           systems               Improvement                    Operating
                                      egio nal Team                                                              Model
          Integrated                7R             s                                                                                                     Shared
                                                                                                                                                        planning
             Care                                                                             Assurance
                                                                                                                        Fraud &
                                          Central                          Contract            Service:                   Error    NHSEI Counter
                                           Team
         Enhanced                                                          Assurance            Quality                Reduction    Fraud Team
          Services
                                                                       s                        Probity
                       Co

                                                                   am
                                                                                                                                                         Case
                            is t
                        ns

                                                              te

                                   en
                                        cy a
                                             c ro s s re g i
                                                             on
                                                                  al                             VFM                                                   escalation
            STP & CCG
             Planning                                                               Clinically                    Robust
                                                            Oversight              led insight                  Governance          Inform Assurance
                                    Pathways                                                     Clinical and                          interventions
                                                                                                 contractual
                     Wh                                                            En             expertise                te
                         at N             and                                           gag                       l   ua
                       N H H S En gla n d d o                                                 e | E n ble | E v a
                          S Im pr                                                                    a
                                 ove m ent

                                                                             Professional Representative Bodies

         Watch our short video to learn more.

Preventing Fraud, Error and Waste – We are committed to safeguarding public funds and our aim is
to design out the risk of loss and fraud within the NHS and where applicable, the wider health and care
system.
We will do this by:

 • Identifying and tackling system weaknesses                                                                    • Designing accessible, customer focused digital
   across all NHSBSA services that could lead to                                                                   systems, with in built controls and fraud and
   loss;                                                                                                           loss analytics.
 • Educating our customers through national
   campaigns to help them to prevent fraud and
   loss; and

         Watch our short video to learn more.

Supporting Health and Care Transformation – This is a new Big Ambition this year. COVID-19
accelerated organisations coming together to address the critical issues we faced collectively and the
NHSBSA were a key organisation in many collaborations. We recognise that we offer a vast range of
services and solutions to individuals, to providers and to the wider workforce and we learnt that we
create greater value and efficiencies by sharing our expertise and knowledge. Whilst we have engaged
in this activity on an ad hoc basis, we believe that through offering our skills and capabilities, we can
collaborate further in order to support the evolution of the whole health and care system for the benefit
of the health of the nation as recently outlined in the White Paper, Integration and Innovation: working
together to improve health and social care for all.

         Watch our short video to learn more.

If you would like to understand more about our big ambitions, you will find more detail in our
Business Plan for 2021-22.

                                                                                                                                                                    26
Our strategy on a page

   Purpose                                                  Vision
   To be a catalyst for better health                       To be the delivery partner of choice for the
                                                            health and care system

                  CARE
   Values
                 Collaborative Adventurous             Reliable        Energetic

   Goals
                                                                  £
                                                                        £

                  Customer           Our           Social          Value       Ambition        Pandemic
                                    People         Impact                                       Support

   Levers
                                                  Emerging          Our            Strategic    Business    Relationships
                  Digitisation      Data        Technologies       People          Sourcing    Innovation        and
                                                                                                              Networks

   One
                                        Primary Care
   NHSBSA                                  Services
                                                            NHS Workforce
                                                               Services
                                                                              Citizen
                                                                              Services
                                                                                               People and
                                                                                               Corporate
                                                                                                Services
                       Strategy
                     Performance,
                        Business           One NHSBSA – Our Brilliant Business
                     Development
                      and Growth

                                                                                               Technology
                                              Finance,
                                                                         Digital
                                             Commercial
                                                                        and Data
                                             and Estates

   Our Big
   Ambitions
                        Workforce             Population               Provider          Fraud, Error
                                                Health                Assurance           and Waste
                                                                      Networks           Prevention

                                           Supporting Health and Care Transformation

                                                                                                                            27
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