Case Study: DHU Healthcare achieves 98% faster scheduling, 80% time savings and 70% fewer payment discrepancies with NICE Systems

DHU Healthcare Transforms with Consultative Guidance and Time-Saving Automation

DHU Healthcare is a UK not‑for‑profit community interest company delivering NHS 111 services to over 7 million people and handling around 2.4 million calls a year. Lacking visibility and consistency in agent availability and schedules, DHU faced incorrect agency payments, high manual overtime and planning effort, poor forecasting, and low advisor morale.

Working with NICE and its Value Realisation Services, DHU deployed NICE Workforce Management and Employee Engagement Manager with role‑based access, automated audit trails and improved forecasting and training. The change cut scheduling for 800+ advisors from 18 days to five minutes (98% faster), reduced agency payment discrepancies by 70%, saved 80% of overtime processing time, improved forecast accuracy by 10–15%, and enabled rapid modeling of demand surges, with ongoing VRS support driving further automation and adoption.

DHU Healthcare

Adam Paginton

Head of 111 Resource Planning