Case Study: NHS Blood and Transplant achieves HR transformation and a single point of contact in six weeks with ServiceNow

NHS Blood and Transplant transforms HR function Partners in IT tailor ServiceNow to support HR service delivery

NHS Blood and Transplant, a Special Health Authority with about 6,000 staff that provides blood, tissue and organ services across the UK, set out in 2013 to modernise its HR function. The organisation needed to replace disjointed spreadsheet- and email-based processes, gain live central visibility of cases and workloads, and create a single point of contact so regional HR teams could focus on higher-value work.

NHSBT chose ServiceNow, implemented and customised by Partners in IT, and had a working system ready within six weeks, launching the HR Direct service in November 2013. Adoption and performance exceeded expectations within two weeks—rapid case uploads, higher usage, faster closures and strong user satisfaction—while automated feeds from the national ESR cut manual work; plans continue with an HR Knowledge portal and self-service capabilities.

NHS Blood and Transplant

Katherine Robinson

Deputy Director of Human Resources