Journey to Excellence Case Study

NHS Wales – Shared Services – Employment Services

NWSSP Employment Services provide a range of hire to retire processing services to Local Health Boards and Trusts across Wales. Services includes Recruitment, Payroll, Pensions, Staff Expense Payments and Lease Car administration.

These functions provide key transactional support to customers in realising their strategic workforce and patient care agendas. They are committed to working collaboratively with customers to consistently deliver the best service through the provision of teams with specialist knowledge, skills and experience.

Employment Services was formed from a variety of existing services from a variety of locations, with different processes. In a very short time, the service had mapped new processes using best practice from existing arrangement. They used the process to embed a single team culture within the organisation whilst at the same time improving process efficiency.

Employment Services uses the Business Excellence Model, as part of their journey to improvement to establish current position and to improve the organisation.

A good example of integrating workforce and creating an internal operating culture.

NWSSP Employment Services are winners of the Wales Quality Award category prize for Strategy.


The Journey to Excellence
Contact WQC
The Waterton Centre, Waterton Estate, Bridgend CF31 3WT
info@walesqualitycentre.org.uk