Case Study: NHS Pensions transforms operational efficiency with Verint Operations Manager

NHS Pensions cuts pension value estimate response time from 40 to 5 days with Verint Systems

NHS Pensions, responsible for administering the pension scheme for NHS staff in England and Wales, faced challenges with manual, inefficient workforce management. This led to long response times, task backlogs, and difficulty managing workloads across its 500-person team. To transform operations, they partnered with vendor Verint and implemented Verint Operations Manager.

Using Verint Operations Manager, NHS Pensions gained end-to-end visibility and automated resource allocation. The solution enabled efficient workload management and data-driven decisions. The measurable results were significant: response time for pension estimates dropped from 40 to 5 days, some task times were cut from 27 to 17 minutes, and a backlog of 1,500 tasks during a 40% workload surge was cleared within two months without needing additional hires.

NHS Pensions