Creating an easy, effective ordering, buying and management service

A LITERATURE FULFILMENT CASE STUDY

OVERVIEW
The National Patient Safety Agency (NPSA) initiated a tender process to consolidate all supplier activity surrounding the ordering, storage and fulfilment of their wide range of publications and materials. The tendering was carried out via Buying Solutions, (previously called OGCbuying.solutions), the Executive Agency of the Office of Government Commerce. After a comprehensive process, Banner Managed Communication were awarded the contract to carry out this work.

ORGANISATION BACKGROUND
The National Patient Safety Agency (NPSA) is an arms length body of the Department of Health. It encompasses three divisions; the National Research Ethics Service, the National Reporting and Learning Service and the National Clinical Assessment Service. The NPSAs vision is to lead and contribute to improved, safe patient care by informing, supporting and influencing healthcare individuals and organisations.

The move to Banner was very smooth. The online ordering system was setup very quickly and has vastly improved the way in which we handle our publications. The customer service provided by Banner has been consistently excellent. Jo Allison, Senior Publishing Manager, NHS NPSA

DEFINITIVE SOLUTIONS, REMARKABLE RESULTS

DEFINITIVE SOLUTION
The fundamental aim of the project is to give all NPSA customers an easy, effective ordering service and to provide the buying and management processes, so NPSA can concentrate their efforts on core activities. NPSA customers include NHS staff, the general public and internal stakeholders. Orders can vary from a few leaflets up to many boxes of stock. Banner Managed Communication created a comprehensive implementation plan which included the audit all of existing stock and transfer to our warehouse, the creation of a web ordering portal integrated with the main NPSA website and the setup of a small bureau style customer service team to deal with orders and enquiries via telephone and email. Since the new process went live at the start of 2009, we are processing an average of 150 individual orders per month, picking and packing an average of 16,000 products. As well as regular order fulfilment, we also carry out adhoc projects which vary greatly in size, from quick turnaround mailings to a few hundred people, up to major kitting projects. We have recently completed our first Clean Your Hands fulfilment project. This involved the collation and despatch of over 30,000 kits of varying sizes, containing posters, leaflets and stickers, to over 1500 NHS sites.

SUMMARY OF SERVICES USED

ll Print

Management Ordering and Web Integration Services

ll Online

ll Fulfilment ll Storage,

Stock Management & Distribution Service Call Handling

ll Customer

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NPSCS1/6.11