Case Study: NHS Business Services Authority achieves 29% identified capacity and faster turnaround with Verint Systems' Work Manager

NHS Business Services Authority - Customer Case Study

NHS Business Services Authority Pensions (NHSBSA) administers the NHS pension scheme for England and Wales, serving 1.5 million contributing members and paying more than 870,000 pensioners. Faced with rising demand and a next‑day processing target, the organization struggled with siloed processes and fragmented management information that limited visibility of work and resources and hindered operational improvement.

NHSBSA deployed Verint Work Manager as a managed cloud solution and combined it with operational management training to centralize work distribution, provide real‑time management information, and model future volumes and capacity. The program revealed 29% average capacity, accelerated turnaround times, reduced outstanding work, enabled redeployment of staff to priority areas, balanced workloads, eliminated “cherry‑picking,” and improved training planning and day‑to‑day communication.

NHS Business Services Authority

Theresa Britton

Head of Service – Pensions