The pandemic brought about a slew of changes in both the private and public sector ; changes that have fundamentally altered the DNA of business operations and changes that are here to stay .
Within the private sector specifically , innovation and competition represent two key foundations . And when faced with the considerable challenges of the past 18 months , it was these foundations that ensured it was well equipped to adapt and overcome . As companies dispersed from their central hubs to the home , technology and investment enabled the new normal .
However , not all companies were able to roll with the punches and the pandemic definitely highlighted certain fragilities within the public sector – a sector that has been hindered by legacy processes and a lack of funding .
Fundamentally , the pandemic could be seen as a test run for public sector service providers . Now its peak has passed , it is imperative that the sector continues to innovate towards a digital future – one that incorporates new technologies and the opportunities that they unlock . While it has previously been known for being behind the curve , the public sector is ripe for transformation and it is starting to catch up .
Xerox and NHSBSA : A case study
As an industry , healthcare has been through an extreme period of stress testing over the last 18 months . As services and staff were stretched thin , it provided the perfect petri dish to examine where improvements could be made in the future . As it moved towards paperless processes and scaling services through increased digital touchpoints , the NHS ’ s ‘ Healthy Start ’ scheme is a good example of how such improvements can yield transformative results .
In 2019 , Xerox partnered with the NHS Business Service Authority ( NHSBSA ) on its Healthy Start initiative , a public health scheme that provides a nutritional safety net for pregnant women , new mums and young children in very low-income families . The scheme offers financial support to means-tested parents from pregnancy to their child ’ s fourth birthday and provides £ 4.25 per child per week for the provision of items , such as healthy foods ( i . e ., fresh , tinned and frozen fruit and vegetables ), vitamins and milk formula . inefficient . Xerox was brought in to handle the scheme ’ s print services contract , which , through its partners , provided the core print for Healthy Start , the card management portal and distribution of the packs , including responsibility for the full delivery of the service .
The overarching aim of the partnership with Xerox was to remove the heavy back-office administration and the need for paper applications and the distribution of vouchers ( both of which fed the administration issue ). This move away from physical vouchers became ever more important in light of the pandemic and concerns about contact with the virus . Through providing a card management platform and a reloadable card , enabling transactions to be made in real time , Xerox managed to drive efficiency , both for the enterprise as well as the end-user . Xerox also introduced the provision of an FCA-regulated financial management portal , which helps the scheme print , personalise and distribute its Mastercard accredited debit cards .
The Healthy Start scheme currently supports 300,000 beneficiaries a year . With the switch to a digital operation , it is expected that this crucial service will reach another 240,000 eligible citizens .
Undertaking Digital Transformation
Of course , industries such as healthcare cannot undertake these vast swathes of improvements on
It is imperative that the sector continues to innovate towards a digital future – one that incorporates new technologies and the opportunities that they unlock .
their own . They must look towards tried , tested and trusted technology partners to provide the necessary expertise and resources . In the wake of the pandemic , there has been an increase in noise around Digital Transformation , making it incredibly difficult for companies to know where to start . When acquiring the services of a Digital Transformation partner , a business should look for the following :
While the vitality of the scheme is without question , the systems through which it ran were outdated and
• A defined vision . Selecting the correct partner is integral to implementing a successful digital-first
www . intelligentcio . com INTELLIGENTCIO EUROPE 39