HBS Business Excellence & Digital Innovation

Business Excellence and Digital Innovation (BE&DI), led by Julie Ryan, Assistant National Director to assist both HBS business units and business partners to grow and enhance service delivery, optimise value and improve customer experience. The BE&DI unit is comprised of three strands: Business Relationship Management (BRM), Digital Innovation and Operational Excellence. These teams work together to maximise synergies and opportunities to support and enhance the customer-centric business model.

Business Relationship Management 

The BRM Model is focused on continuous enhancement of the customer centric business model which is achieved through the building and maintaining of strategic, tactical and operational relationships with business partners and HBS business units.

BRMs work collectively and collaboratively as part of the Business Excellence and Digital Innovation team through the use of enabling technologies, operational excellence and the identification of opportunities to continually drive service improvement and add value to the business partner experience. 

For further details on Business Relationship Management click here.

HBS Digital Innovation

Digital Innovation is the application of digital technologies to transform business processes and operations, and to provide innovative solutions to engage our business partners, empower our employees, optimise our operations and transform our services in order to enable Business Excellence.

The Digital Innovation team works with health sector colleagues and business partners to identify and enable improvement opportunities through the delivery of innovative solutions. Recent examples include Robotic Process Automation (RPA) and Customer Relationship Management (CRM) technologies.

A Robotics Process Automation Centre of Excellence has been established which will support the delivery of automation at scale across the HSE and the wider public health sector. For further details click here.

Digital Innovation continues to deploy a modern cloud-based CRM technology solution to support the customer centric business model for health shared services. The CRM solution allows delivery units to better respond to customer and stakeholder needs and provides business intelligence through centralised collation of customer interactions to support operational excellence. The Dynamics Platform team works with delivery teams to develop, implement, and support tailored CRM solutions hosted on a central platform.

Operational Excellence

Building a culture of operational excellence and enabling staff to use lean tools and methodologies in their day-to-day work can drive significant change. Significant progress has been made over the past two years delivering benefits for both HBS and its business partners.

HBS Operational Excellence is an enabler of process improvement for HBS business units with a commitment to business partners for process improvement. Operational Excellence Tools include :

  • Current State Mapping – technology, process and people
  • Future State Mapping – technology, process and people
  • Development of Implementation Plans (gap analysis)
  • Customised Champions briefings and workshops
  • Lean tools and projects
  • Training : Management & Leadership, Yellow and Green Belt Training
  • Benefits tracking focused on customer value proposition

Find out more about the HBS Lean Academy here

For further information on Operational Excellence please email HBSOpEx@hse.ie

Business Excellence & Digital Innovation Contact Us
Julie Ryan, Head of Business Excellence & Digital Innovation

Email: maria.english@hse.ie