New Direct Debit Service helps NHSBSA to Better Support Customers

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- Payment-related queries to senior staff reduces by approximately 90%.

- Front-line teams better-equipped to support customers with payment queries.

allpay Limited, the UK’s leading payment specialist, has helped the NHS Business Services Authority (NHSBSA)– an arm’s length body of the Department of Health – to reduce administration time and allow its front-line teams to better support customers after implementing its cloud-based direct debit solution.

The solution, which allows NHSBSA to collect payments for Prescription Prepayment Certificates (PPCs) in England via direct debit, went live in February. It allows NHSBSA’s 300 call centre staff to set-up, amend and cancel schedules, utilising allpay Limited’s RESTful APIs and cloud-based management portal.
As part of this solution, Crown Commercial Service (CCS) supplier allpay Limited, which provides cloud-based payment solutions to central and local government, successfully migrated nearly 700,000 direct debit instructions, generating approximately seven million transactions per annum.

Joanne Cheetham, Service Delivery Manager at NHSBSA, said: “The system is very user-friendly and has given the call centre staff much more confidence in supporting customers when setting up, amending or cancelling a direct debit instruction.

“Previously, senior staff were faced with between 350-400 payment-related queries on a daily basis – from changing of bank details to amendment of schedules, for example. This has reduced by approximately 90%, as the call centre team are now able, and feel more confident, to support and carry out customer requests, by better utilising allpay Limited’s solution.”

allpay Limited’s project team engaged with NHSBSA teams in October 2016 with a migration plan produced for the go-live weekend in February 2017. A later requirement was added to the project scope for allpayLimited to produce and despatch the correspondence letters confirming set-up, amend and cancellations to customers. As allpay Limited offers this service as part of its fully managed solution, it was able to deliver this within the NHSBSA’s go-live date, producing nearly 100,000 customer letters a month.

Joanne Cheetham added: “The NHSBSA has gone through a few direct debit implementations in the last five years and this migration has been the smoothest one – we have been really pleased with it; on the whole it’s been like a dream. We developed a strong working relationship with allpay Limited’s project team – any queries were dealt with quickly and they were very flexible with our requirements, while their onsite presence over the go-live dates was also really appreciated.

“allpay Limited’s flexibility to incorporate the letter production into the solution allowed us to achieve our go-live date and avoid any extension penalties from our previous supplier.”

Tony Killeen, Managing Director of allpay Limited, said: “We are delighted to have facilitated the migration on time. This demonstrates our ability to streamline payment services for central government and its agencies, providing a cutting-edge platform and functionality to reduce administration and user queries. We look forward to continuing the strong working relationship we have developed with NHSBSA.”