Resources

With estimated NHS fraud figures topping £1.2bn a year, the risk of inadequate fraud detection is concerning. As newly-formed ICBs take the place of CCGs, health leaders are under the cosh to proactively tackle fraud risk during the transition.

Following the successful service consolidation and implementation of a new Netcall contact centre platform a few years before, the team was eager to harness the full potential of its integrated chatbot technology.

Housing Associations are squeezed on budgets and under pressure to comply with stricter social housing regulations, providers need to tick all the boxes for efficiency, tenant experience and regulatory compliance. That means doing more with less. Enter intelligent automation.

Imperial College Healthcare NHS Trust is one of the UK’s largest trusts. With their Central Booking Outpatients, Admissions and Switchboard teams in one building, Imperial needed a contact centre solution that would effectively allow them to manage their patient contacts — delivering an omnichannel digital service.

Tenant Satisfaction Measures (TSMs) aim to improve the lives of social housing tenants — making sure they are listened to, able to live in safe homes in good repair and their complaints are well handled. They form part of a set of ways, laid out by Government to improve things for people living in social housing.

The importance of strong digital leadership in local government is not a new concept but one that’s recently become imperative. ‘Underfunded’ and ‘understaffed’ have long been words synonymous with the public sector, with local authority ‘spending power’ falling and staff numbers have dropped consistently since 1999. It seems we’ve finally hit a crisis point.

Housing providers want their tenants to be safe, healthy and comfortable in their homes. To achieve this, they need to be proactive in managing and maintaining risk across their housing stock. And this includes damp and mould risk management.

When we look at putting sustainability into practice, it’s clear the worldwide focus on sustainability is shifting from words to action. Along with energy instability, organisations are being urged by investors to address their societal and sustainability impact.

Customer care is at an inflection point: demands are higher and resources are limited. According to a McKinsey survey, organisations’ existing capacities are being challenged by higher call volumes and more complex and challenging enquiries. Employers are also struggling to retain customer care agents, who are being poached by competitors or feeling dissatisfied in their work.