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Health and Safety Executive plans for new CRM



Move will be second phase in transformation project following development of new system for radiation service

The Health and Safety Executive (HSE) is preparing for the second phase of a transformation project for its online services.

Under a £1 million plus contract with technology consultancy Tisski, it is planning to establish a scalable customer relationship management system, based on the Microsoft Dynamics 365 platform, for customers to make applications, notify changes or log requests online across many of the regulator’s key services.

This follows the first phase, which ran from last October to January, involving the delivery of a new system for HSE’s Ionising Radiation service. This is responsible for issuing certificates for premises across the GB to operate electromagnetic rays (such as X-rays and gamma rays) or particles (such as alpha and beta particles).

Tisski developed and implemented a new portal including functions for registration, case management and online payment. It said the system has generated new revenues for HSE of over £200,000 in its first four weeks of operation.

Aiming for efficiencies

Helen Hayes, head of digital at HSE, said: “This project marks the start of a significant programme to develop the digital systems that will deliver significant efficiencies for the organisation over the coming years, benefit our service users and ultimately help keep people healthier and safe at work.

“We need a CRM solution that reduces complexity, increases productivity and is easy for our employees and customers to adopt reducing the burden of regulation on businesses.”

She added that the organisation aims to become self-sufficient in managing the Dynamics system over the next two years.

Anna Assassa (pictured), CEO at Tisski, said: “This project will dramatically change the way HSE and their service users interact. The Microsoft Dynamics 365 system will use automation and real time access to improve service levels and deliver significant efficiencies for both users and the organisation.

“We’re working closely with HSE to ensure they extract maximum value from the system and that it’s configured in such a way that it can easily adapt to organisational and legislative changes over the long term.”

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