Case Study: NHS England achieves digital transformation and faster service management with Cognizant and ServiceNow

NHS England boosts platform ease of use by 59% with Cognizant

NHS England, the organization responsible for the IT and data services supporting England's National Health Service, faced the challenge of migrating from three legacy IT service management systems to a modern ServiceNow CRM. The goal was to speed up support case handling, enable mobile access, and improve the user experience while generating savings to be reinvested into patient care. They partnered with Cognizant for the implementation based on their ServiceNow expertise and healthcare experience.

Cognizant successfully completed the complex migration to ServiceNow in just nine months. The solution included a streamlined data catalog, mobile access, executive dashboards, and a B2B portal for healthcare collaborators. Results included 43% of users reporting faster task completion and a 59% increase in platform ease of use. Cognizant also delivered ongoing value-maximization initiatives, including a supplier portal and an automated testing framework, projecting £1 million in savings for NHS England.

NHS England