Reena & ashley-steria

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Reena & ashley-steria

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Reena & ashley-steria

  1. 1. NHS Shared Business Services Shared Services Model of Delivery Ashley Kortals & Reena Sharma 21 September 2012© NHS Shared Business Services 2012
  2. 2. Department of Health & Steria - a unique joint venture Unique 50:50 JV Management & Original shared Business service centres Commercial Development NHS experienced organisation Service optimisation people Joint governance Best practice Oracle EWA Customer focus Offshore capability Financial support Best practice Commercial World Class expertise Surplus cost Surplus savings saving the NHS £224m over 10 years – more funds for front line patient care© NHS Shared Business Services 2012
  3. 3. Market drivers Political  NHS reforms and policy – SHAs/PCTs replaced by Clinical Commissioning Groups  Independence of Foundation Trusts and prestige large Teaching Trusts  Launch of NHS Commissioning Board and impact of national contracts  Media spotlight on health sector, the role of the private sector and profits Economic  Challenge for NHS to make £20bn savings by 2015  Continuing recession and fear of job losses in the NHS  Competitive threat from NHS in house and wider private sector providers  Opportunities and risks from integration of health and local authority provision Clients  Unclear future NHS structure, management cuts and employment uncertainty  Focus on Information Governance and data security  Need to focus Service Excellence on clients and their clients - particularly GPs and GP representative groups  Increased audit, scrutiny, need for control, measurement and benchmarking© NHS Shared Business Services 2012
  4. 4. Our Vision NHS Shared Business Services : enabling NHS trusts and organisations to achieve world class service quality, efficiency savings and business services transformation - delivering real value to the NHS© NHS Shared Business Services 2012
  5. 5. Current Business Profile 170 Finance & Accounting clients  Over £43 billion payments / per annum  £14 billion of NHS debt recovered per annum  55,000+ trained users on the Oracle system 66 Payroll & HR clients  Paying 200,000 NHS employees  Processing 2.5 million payroll transactions per annum  Extending into HR Shared Services 26 Family Health Services clients  Largest provider of FHS in the NHS  Payments processed - £120m per annum  Screening call/recall services – 1.3m per annum 53 Commercial Procurement Solutions clients  Already provided savings opportunities of £350m in procurement costs© NHS Shared Business Services 2012
  6. 6. Voice of the Customer: “would recommend NHS SBS” YES : 39% YES : 80% YES : 85% YES : 95% NHS Directors of Finance & HR© NHS Shared Business Services 2012
  7. 7. Sharing success with clientsSince 2009 NHS SBS has shared more than £3.8 million with NHSclients, in addition to operational savings achieved© NHS Shared Business Services 2012
  8. 8. Growth of clients & innovative services© NHS Shared Business Services 2012
  9. 9. NHS SBS -Market Position2005- Primary Care Trusts- Acute Trusts- Mental Health Trusts- Arms Length Bodies- Strategic Health Authorities F&A © NHS Shared Business Services 2005
  10. 10. NHS SBS -Growth 2012 Around 50% of all NHS Trusts are NHS SBS clients Innovative services now include: •Payroll & HR •Commercial Procurement •Family Health Services F&A Payroll FHS Procurement © NHS Shared Business Services 2005
  11. 11. Our NHS clients - engagement & added value© NHS Shared Business Services 2012
  12. 12. Partnership with clients – strategic & operational relationships NATIONAL USER DoF Steering Group FORUM REPORTING USER FORUM USER FORUM USER FORUM ePROC F&A Payroll U. Forum Wkg Party U. Forum Wkg Party U. Forum Wkg Party U. Forum Wkg Party U. Forum Wkg Party YEAR END DEBT MGMT PASSIVE APPROVAL CSC COMMS REPORTING Monthly Ops Calls Monthly Ops Calls Monthly Ops Calls Monthly Ops Calls RECONCILIATIONS CASH MGMT VAT DEBT MGMT Client Manager Monthly Client Meetings© NHS Shared Business Services 2012
  13. 13. Adding value  Typical savings for Trusts of between 20% and 40%  Governance, Compliance, Managing Risk – highest level of IGAF, “satisfactory” - IG TOOLKIT, ISAE 3402, ISO 27001, registration authority status for NHS smartcards  Leading edge technology with cost free upgrades  Business Intelligence  Oracle R12  Assurance - audit fees saved through SAS70/ISAE 3402 accreditation – NHS SBS is the only shared service organisation to achieve SAS70 accreditation for six years running© NHS Shared Business Services 2012
  14. 14. Operational excellence  Integrated delivery  Working together in a joined up approach as “One Team”  India working hours  Integration means a 17 hour window across UK and India  Early morning working – job ready before NHS Trust employees arrives in UK office  Steria advantage  Scalability, skills and experience  Shared services approach • Economies of scale • Share best practice • Leverage skills & experience • IT & automation© NHS Shared Business Services 2012
  15. 15. UK & India integrated delivery India scope Finance & Accounting 1. Purchase to Pay 2. Order to Cash Delhi 3. Account to Report Leeds (Noida) Salford Leicester Derby Payroll & HR London 750 1. Claims processing 2. End to End payroll Bristol Pune employees Portsmouth in India Family Health Services Southampton Information Technology 1. Service desk St Austell, Gloucester, Dorset, 2. Maintenance & Exeter, Devizes support 3. Application development© NHS Shared Business Services 2012
  16. 16. Governance & accreditations  SAS70 – 6th year running  ISAE 3402  ISO 27001  CIPS 2012 (Chartered Institute of Purchasing Supply)  IGAF (Information Governance Assurance Framework) – leader in the NHS for data security in UK & India  Connecting for Health – accredited Registration Authority status – only non-NHS organisation in UK and India© NHS Shared Business Services 2012
  17. 17. Value & volume metrics  4.5 million invoices valuing £43 billion processed per annum  900,000 Supplier records managed  500,000 Purchase Orders created per annum  £ 14 Billion debt recovered per annum  Managing Debts of 158 Clients  830,000 invoice raised per annum  Analysed 2.3 million VAT transactions in FY 2011- 2012  VAT returns filed worth £297 million and VAT recoveries worth £115M made in 2011-12  105,800 client requests for Reporting actioned within 24 hrs  185,000 transactions worth £64 billion processed in Cash Management© NHS Shared Business Services 2012
  18. 18. Hackett global benchmark NHS SBS world class in 2011High Hackett Value Grid World Class 2011 2010Effectiveness 2007 2004 Low Efficiency High Other Companies in 2011 NHS SBS 2011
  19. 19. Our people - development & recognition© NHS Shared Business Services 2012
  20. 20. NHS SBS People NHS Shared Business Services always ensure that employees have the best tools to develop knowledge and expertise  Induction: Every employee joining NHS SBS undergoes a NHS SBS induction along with the Steria induction. This introduces them to the NHS organisation, history, current changes and culture  Training & Development: Various technical and soft skill training programs: • Service Excellence - Six sigma & Lean methodology • PRINCE 2, ITIL • Communications - voice & accent neutralisation, UK Culture, business writing  Higher education opportunities - EYE (Enhance your Education) Plan: Tie-up with India’s premier educational institutes to offer finance and management courses, free of cost, to the staff© NHS Shared Business Services 2012
  21. 21. World class language lab The NHS SBS Language Lab was created with a vision to develop voice capability and enhance the language skills of the offshore team State of the art technology and specialist trainers to deliver:  voice & accent programme tailored for the NHS  real customer service focus  UK cultural orientation  pronunciation - towns, cities and countries© NHS Shared Business Services 2012
  22. 22. Award winning services 2011 - Hackett Global Benchmark accredited World Class for 3rd year running 2011 - Winner Central Government Supplier of the Year 2010 - Winner SSON Best Mature Outsource Delivery Service 2010 - Shortlisted SSON Best New Outsource Service (FHS) 2009 - Winner NAO BPO Project of the Year 2009 - Winner NAO Outsource Professional 2009 – NHS SBS Board Director 2008 - Winner NAO BPO Service Excellence 2008 - Winner ‘Excellence in Information Integrity’ Award© NHS Shared Business Services 2012
  23. 23. Our communityWe are committed to supporting our local communities throughprogrammes of fundraising and practical support© NHS Shared Business Services 2012
  24. 24. Any Questions?© NHS Shared Business Services 2012

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