NHS Improvement (now NHSX)

New PLICS benchmarking tool for ambulance service

Case Study 3
Case Study 3:

Client: NHS Improvement (now NHSX)

The need:

Discovery to deliver a fit for purpose ‘PLICS’ benchmarking tableau-based analysis tool across the 10 national ambulance service regional sites to improve understanding of spend and user journey activity and drive standardisation across the service.

What we did:

There was inconsistency in performance and spend across the 10 ambulance sites across the country and there was a need for a visual BI / reporting tool to benchmark key performance and costs across the sites to assist in delivering greater value for money and further understanding of the end-to-end user journey.
We took key stakeholders from the 10 ambulance regional sites through several discovery workshops, interviews, and site team meetings. Workshops were designed to use different service analysis models to generate ideas and evidence to support both business and strategic requirements for the new digital product. From validation of benchmarking and business requirements, we prototyped several tableau / BI front end user outputs for the different key digital tool users, tailoring where possible user experience to the personas that we defined through the discovery.
We worked closely with the tech developers to ensure key phased pieces of development were pipelined and incorporated in roadmaps. Prototypes and wireframes were reiterated through the agile approach of development, test, feedback, and update cycles.

How we delivered value and realised benefits:

Successful delivery of the discovery outputs ensured a new digital benchmarking tool met both the local service and corporate level user journey data collection and reporting needs, which assisted in driving further understanding of regional variations and value for money.

other case studies


The British Red Cross
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Foreign, Commonwealth
& Development Office
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NHS Improvement (now NHSX)
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LB of Hammersmith & Fulham
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Government Digital Services
(GDS, Cabinet Office)
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