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NHS Property Services plans self-service portal

20/07/20

Mark Say Managing Editor

NHS Property Services (NHSPS) is aiming to develop a new web portal for customer self-service.

Drawing of laptop with speech bubbles

The organisation, which acts as a property owner, manager and service provider for the NHS, has indicated it could spend up to £1 million over two phases of the project to be completed by September 2021.

It has begun a search for support, identifying four main functions for the portal, the first of which is to provide access to its services such as facilities management job requests, raising queries and data change requests.

Others cover: providing customer organisations with data such account details, contacts and property portfolios; online advice and collaboration opportunities; and providing information such as catalogues and testimonials on NHSPS.

The requirements derive from a small scale pilot run over 2018-19.

The market notice says that as things stand customers have to contact a local manager, the facilities management helpdesk or the customer support centre. The latter has indicated that over two-thirds of inbound customer contact comes from needing access to data and documentation on property or finance.

“It is envisioned that an automated, self-service portal would enable customers to access all of the necessary information at their fingertips, as well as raise queries against it and identify incorrect contact and billing data held by NHSPS, which currently has to be reviewed manually by our marketing operations and customer engagement teams,” the notice says.

Image from GOV.UK, Open Government Licence v3.0

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