Operations Manager
Leverage CX Automation in the back office to improve efficiency and ensure service and quality goals are met.
NHSBSA Saves £180,000 in Annual Operational Efficiencies with Verint
The UK National Health Service’s Business Service Authority (NHSBSA) HR Shared Services has transformed its recruitment operations using a single, connected back-office workforce management solution on Verint Open Platform.
Results
6 FTEs
Saved, equivalent to ~£180,000
83%
Reduction in time spent on work allocation, from 3 hours to 30 minutes.
1 source of truth
Drives agility, CX and smarter working.
About NHSBSA
The UK National Health Service’s Business Service Authority (NHSBSA) HR Shared Services has transformed its recruitment operations using a single, connected back-office workforce management solution on Verint Open Platform. Automation and simplification have eliminated manual processes and ensured accurate, timely work allocation. These innovations have delivered a total of six FTE savings (generating an estimated saving of £180,000), improved accuracy, and enhanced customer experience.
Opportunity
NHSBSA HR Shared Services (HRSS) delivers end-to-end recruitment services to NHS organizations, supported by more than 90 staff. Around 50 colleagues use Verint Operations Manager to manage recruitment workflows across multiple stages, from vacancy creation to candidate onboarding.
Until recently, there was no integration between TRAC, the organization’s primary recruitment system, and Verint Operations Manager. This created significant challenges:
- Excessive management capacity spent manually allocating work between the systems.
- An increased risk of missing SLA-related deadlines and targets.
- Lack of real-time visibility, making it difficult to prioritise tasks accurately.
- Inconsistent employee performance and inefficiency from repetitive, manual tasks.
- A reliance on spreadsheets to complete tasks, resulting in hours of lost production time and costly workarounds.
Process simplification, progress analytics, and refinements
As workload volumes surged, these challenges became unsustainable, risking KPI breaches and inconsistent service delivery. NHSBSA needed a solution to simplify HR processes, improve accuracy, and create a unified repository for all work types and process steps – one source of operational truth for recruitment tasks.
“The project aimed to eliminate manual inefficiencies and create a streamlined, automated recruitment process,” explains Helen Winder-Johnson, Planning and Forecast Manager, NHSBSA. “Automated integration between Verint Operations Manager and TRAC avoids manual case uploads and work allocation. Other Verint innovations like the Verint Work Allocation Bot and capacity planning further help us drive continuous improvement through process simplification, progress analytics, and refinements.”
Solution
Winder-Johnson and her team also engaged their Verint Customer Success Manager and her team to utilize a selection of Verint’s Value Realization Services (VRS) to identify automation opportunities and prioritize initiatives that deliver measurable ROI. The VRS included a Capacity Planning Review, Quality Setup Review, Integration of TRAC Recruitment System, and WFM/OM Integration Setup to support forecasting. New capabilities included:
- Process simplification and analytics: The HRSS team introduced progress analytics and refinements to streamline HR processes, reduce complexity, and improve decision-making. This analysis highlighted the need for automated integration between TRAC and Verint Operations Manager. NHSBSA collaborated with Verint consultants and engineers to define business requirements and deliver the integration.
- Auto quality sampling and checking: Introduced automated quality sampling within HRSS’ Verint Operations Manager application to ensure compliance with client requirements, enabling early error detection and continuous improvement. Actively provided feedback to Verint product managers and consultants on gaps identified, influencing product enhancements.
- Real-time API integration: Implemented Verint’s latest API technology to achieve real-time integration between Verint Operations Manager and TRAC, eliminating manual case uploads and manual allocation of work.
- Capacity planning: Integrated the Verint Operations Manager Capacity Planning function into weekly planning routines. The NHSBSA planning and forecasting team now develops capacity plans and reviews them during weekly meetings with team leaders. Team leaders are responsible for implementing these plans and aligning them with daily operational activities.
Verint Work Allocation Bot (one of many automation features of Verint Operations Manager) also offers distinct advantages in terms of agility and smarter working. Winder-Johnson explains, “We rolled out the Work Allocation Bot to automatically allocate tasks each morning, ensuring fair distribution and freeing our Planning team to focus on strategic activities.”
“NHSBSA continues to work in close partnership with the Verint Success and Services Team – as well as Product Managers – to ensure our strategic goals are met and full value is realized from the Verint investment.”
Benefits
- By integrating TRAC and Verint Operations Manager through real-time APIs, NHSBSA saved the equivalent of four FTEs by automating the daily review of tasks, manual case linking, and spreadsheet workarounds. This is equivalent to £120,000 savings in annual operational efficiency.
- One source of truth eliminated double‑keying, reduced missed due dates, and removed the need for daily looping tasks.
- Prior to the bot, approximately three hours per day was devoted by each of the four planners to manual allocation and rebalancing of work items. Post-bot, just 30 mins per day is spent on oversight. This saves two FTEs per week, equivalent to annualized savings of £60,000 per year.
- The planning team now focuses on higher‑value tasks (scenario planning, exceptions, stakeholder comms) instead of repetitive allocations.
- Previously, manual resource planning, backlog forecasting, and peak volume management consumed one FTE/7.5 hours per day. Now, NHSBSA has an automated view of capacity versus demand and live scenario planning. This has reduced planning effort to ~0.5 hour/day and avoided unnecessary overtime, condensing a 40-hour work week down to 2.5 hours. This represents a saving of 94%, or £28,200 per year.
- The team removed repetitive, low-value tasks such as manual allocation and spreadsheet work, reducing stress and improving engagement.
- The team now focus on strategic activities, like scenario planning and stakeholder engagement, creating a more rewarding work environment.
- Quality automation has reduced rework and escalations, giving staff confidence in their outputs.
- Verint Open Platform has enabled faster, more accurate recruitment processes for NHSBSA organizations, ensuring candidates progress without unnecessary delays.
- NHSBSA partnered with their Verint Customer Success Manager and leveraged the VRS to identify automation opportunities and measure ROI.
- They collaborated with Verint product managers and consultants to help identify and close product gaps, influencing roadmap enhancements, such as customer-specific quality sampling tasks.
- NHSBSA actively shares best practices at the Verint User Forum and contributes to the Verint Connect Community, reinforcing its role as a Verint advocate.
“NHSBSA continues to work in close partnership with the Verint Success and Services Team – as well as Product Managers – to ensure our strategic goals are met and full value is realized from the Verint investment,” says Winder-Johnson.
Looking ahead, NHSBSA is set to benefit from future enhancements, including the MyVerint Mobile App, and new Verint Operations Manager bots that are on the product roadmap. “These planned Verint innovations are aligned with NHSBSA’s operational priorities and will further enhance workforce agility, data-driven decision-making, and service delivery,” concludes Winder-Johnson.
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