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Robotic Process Automation reduces cost and workload for NHS Trust IT team

We helped an NHS Trust IT service team which was struggling with bottlenecks in account management processes, especially in high-demand periods.

Overview

Workshops with helpdesk staff quickly highlighted problems caused by manual processes and non-linear demand. This enabled us to develop automation concepts based around Robotic Process Automation and integrated workflows. After validating these through successful pilot projects, we scaled the solution in stages, reaching full implementation in 12 weeks. This project delivered measured annualised savings of £100k, representing a year one ROI of 125%.

Chalenge

The NHS Trust faced significant challenges in managing IT account processes for its 12,000+ users.

  • Staff accounts were created and deactivated manually, leading to delays and inconsistencies.

  • Periods of high demand, such as student nurse onboarding, created bottlenecks for the IT service desk.

  • Manual interventions led to data inaccuracies in account setup and deactivation.

Excessive workload and repetitive tasks impacted staff productivity, delaying access to critical systems and reducing capacity for higher-value activities.

Solution

We implemented our proprietary four step process:

Phase 1. Assessment

Conducting service design workshops with IT service desk staff enabled us to analyse the entire joiners and leavers process. This highlighted bottlenecks in manual data entry and approval workflows, identifying valuable opportunities to apply automation.

  • Automated user account creation and deactivation for active directory and NHS Mail platforms.

  • Automated workflow for handling access requests during peak periods.

We defined the following project targets: 50% reduction in onboarding time, 70% improvement in data accuracy and 30% increase in IT team efficiency.

Phase 2. Prototype

Analysing the outcomes of the assessment phase, we developed tailored automation concepts to solve the issues at hand.

  • We built an integrating Robotic Process Automation (RPA) tool to automate account creation and deactivation.

  • We engineered automated workflows designed to eliminate manual tasks under high-demand conditions.

Pilot projects achieved unequivocal proof of value, reducing onboarding time by 40% and improving data accuracy by 60%.

Phase 3. Scale

Following successful proof of value in pilot projects, we scaled the solution across the whole NHS Trust.

  • We deployed broader RPA workflows integrated with existing systems to handle joiners and leavers processes seamlessly. 

  • We added automated notifications to relevant stakeholders reflecting onboarding and offboarding events.

  • We integrated workflows across all platforms ensuring simultaneous account updates across platforms like Active Directory and NHS Mail.

Full implementation was completed within 12 weeks including staff training across all departments handling IT account management.

Phase 4. Measure

We monitored key metrics for six months post-implementation:

  • Onboarding time reduced by 50%, reducing the burden on IT staff.

  • Account management errors reduced by 70%, ensuring reliable system access for staff.

Reducing manual effort and improving efficiency overall, the project reduced operational costs by £100,000 annually, representing a year one ROI of 125%.

Conclusion

This success story demonstrates four deep’s structured approach to delivering automation solutions that combine rapid assessment, development and proof of value with implementation at scale to deliver measurable ROI. In this case, we empowered the NHS Trust's team to optimise its IT account management processes while improving outcomes for staff.