The new NHS CPC website: An integrated user-centred digital platform

Welcome to the latest update in our #TeamTalk series, where we put a spotlight on the teams that make up NHS CPC.

This month, we’re spotlighting the Communications and Marketing team, who have been busy working on a new identity for our organisation and a new website.

Juliet Moore, Head of Communications, gives us an overview of her team’s recent work.

The new NHS CPC website is more than a technological upgrade, it’s an integrated user-centred digital platform for customers.

The NHS CPC website is our virtual shop window. It is the primary digital channel for existing customers, new customers, suppliers, and partners to find out about who we are and what we’re up to.

I launched the current website in early 2019 and I’m proud of what it has delivered for our customers. The website itself and the digital toolkit within it, including the Quick Quote Tool, Minor Works Provider Search, and the Benchmarking tool, have consistently ranked as valuable or extremely valuable in our customer feedback surveys. When I speak to customers about the website they tell me how useful it is to access framework documentation in the Fileshare area, the simplicity of booking events, using the video guides and accessing our services.

Undertaking the new website development it was vital we didn’t compromise any of those services but instead refined and improved functionality, addressing any sticking points to create a platform to engage with our customers more intelligently.

The new site isn’t merely a technological upgrade; it’s a secure, high-performance digital platform delivering an easy-access portal for our customers. We have developed an ecosystem of integrations enabling advanced automation and personalisation. The secure customer portal allows authorised users to access personalised frameworks, tools and resources. Members will be able to manage profiles, access framework documentation, register for events and interact with digital services such as the Quick Quote tool.

We have worked hard to revise the sitemap and navigation model based on user needs ensuring key content is reachable within two to three clicks wherever possible. Content has been organised around user journeys rather than internal systems, ensuring users can quickly locate the required information without navigating complex folder structures. We have reduced the static content to facilitate the publication of high-quality, relevant content, optimising digital discovery.

A huge thank you to our customers who agreed to work with us and test the new site and ensure it reflects the requirements of our community. By combining user-influenced design and seamless integration with our Customer Relationship Management systems, the new platform will remove existing friction points and provide a modern digital experience for members, suppliers, and the wider public sector customers. Key improvements include:

• Making more framework information available to logged-in users without the requirement to complete an access form
• A more efficient Fileshare area with simplified file paths, document download and accessibility
• A streamlined authorisation process to speed-up access
• Improved automation for event registration
• A tailored experience to help NHS CPC better serve you.

I’m so excited to bring our new site to you. This has been an enormous undertaking but as an essential component in our customer engagement it was critical to get right.

Welcome to the new NHS CPC website, our shop window to share our expertise and services. Our platform to better serve our community.