Developing our digital toolkit to improve customer accessibility
Over recent years, NHS North of England Commercial Procurement Collaborative (NOE CPC) has invested a lot of time in developing systems and processes to enhance our customer’s experience. These processes have made it easier for customers to access our frameworks and efficiently source products and services for their organisation’s requirements. Here is a list of some of the recent adaptations we have made to our digital toolkit:
Online Access
NOE CPC’s website is the foundation of our in-house digital toolkit. Here is where you can access many of our procurement features and find out more information about our framework categories. We have recently invested more resources into developing our website so customers can quickly and easily navigate to what they are looking for.
Neil Davis, Procurement Support Team Manager at NOE CPC, adds: “We’ve worked hard across our Communications, Business Services, and Procurement Teams to improve our online provision. We’ve implemented changes that make it easier for members and customers to access our framework information. We have a Quick Quote Tool set up to help obtain quotes through our IT Hardware and Total Technology Services Frameworks. We have the Provider Search function on our Minor Works Trades and Services DPS including location and accreditation filters. We’re also developing video guides to feature on our website to help customers and suppliers get the most out of our services.”
Accessing Frameworks
The way customers can access frameworks has evolved over recent years. This has involved restructuring the way you can access information through our website. It is now easier than ever to search for frameworks and access them by using the search function on the NOE CPC website, or by filtering through our four main categories:
- FM, Property and Business Services
- Technology (ICT)
- HR & People
- Healthcare Services and Pharmacy (non-drug)
The filesharing area of the website also enables you to access framework documentation quickly, allowing for a faster turnaround on gathering the information needed to decide if the framework is suitable for your needs and to begin using it.
For further guidance, watch our How to Access NOE CPC Framework Agreements video here.
Support Desk
Since launching our dedicated Support Desk back in January 2019, we have observed a significant level of improvement in our customer response times and quality of responses. We are regularly reaching a 95% or higher target on our SLA – 3-day response time. Recent changes that we have made have seen a consistent level of improvement across all our procurement category enquiries. The Support Desk has been an integral part of our customer interactions. The function utilises a ticketing system that efficiently and appropriately directs queries and streamlines processes, such as framework access requests. We ensure all enquiries receive timely and effective responses.
Email: enquiries@noecpc.nhs.uk to get in touch with our Support Desk team.
Quick Quote Tool
Our innovative Quick Quote Tool allows you to seamlessly send details of your specific requirements to award suppliers in the Lots you choose so they can contact you directly with a quote that meets your needs. The tool is easy to use, hassle-free, and can save you time in the sourcing process.
Once logged in on the NOE CPC website, click the green Quick Quote tab on the framework page and complete the form. The completed form will be sent directly to the suppliers on the selected Lots and a copy will be emailed to you for records. The suppliers will then respond to you directly with their quotes using the contact information you provided.
You can access the Quick Quote Tool now on the below frameworks:
We are working on adding the Quick Quote tool to more NOE CPC frameworks in the future as part of our expanding digital toolkit.
Customer Communications
We have recently changed our approach to NOE CPC customer communications and now centre our activity on a specific theme each month. This endeavours to reflect the NHS and procurement landscape and enables us to concentrate on the topics and challenges that are important to you. So far, we have focused our communications on Sustainability, IT and Digital, Estates and Facilities and People.
At the start of each month, we email our customers introducing the topic for the month and highlighting what communications they can expect to see from us. Focusing our communications on a different topic each month enables us to link in with our categories and showcase the services and support we have to offer it also facilitates discussion and helps inform us on new areas to focus on and develop. The structured themed months also allow customers to know what to expect in future communications and assist with unifying our communications output. The new layout includes easy-to-follow links and updates from across the community, insights from different members of the team, in-depth articles, and the latest news on our frameworks and events.
We are always adapting our communications to be more accessible and user-friendly. We are currently in the process of changing our customer email delivery platform to allow for a more dynamic and engaging design. The latest delivery platform will also allow us to add new features such as videos and the option to revisit the previous month’s communications.
We continue to strive to improve the ease and usability of our digital platforms for customers. If you have a suggestion on how we can further improve our in-house digital toolkit, get in touch at enquiries@noecpc.nhs.uk.