NUHS Group Contact Centre's Transformation Journey
Care Process & Redesign
Technology
Workforce Transformation
National Healthcare Innovation and Productivity Medals
National University Health System
27 January 2026
To unify all NUHS institution contact centres into one using a common digital platform and provide Live chat as an. The digital transformation of the contact centre has led to significant improvements in performance and staff satisfaction.
Year Submitted: 2025
Published Date: 27 January 2026
Tags: Technology, Workforce Transformation, Digital Platforms, Chat Bots, Digital Health, Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Digital Workforce, Job Redesign
About this Content
Aims
To unify all NUHS institution contact centres into one using a common digital platform and provide Live chat as an alternative communication channel.
Background
Contact centre was an underinvested critical touchpoint with basic, sub-scale, and antiquated systems compared with peers, resulting in inconsistent performance and disparate patient experience.
Methods
Implemented a digital solution comprising Telephony, IVR, CRM, KM, PM, and Live Chat over three waves, integrated four contact centres into one, introduced new roles for training, analytics, and tech teams, and enabled 'Work From Home' arrangements.
Results
Improved average abandoned rate for appointment and general enquiry lines, reduced average turnaround time for emails and referrals, achieved high patient experience scores, and reduced staff attrition rate.
Conclusion
The digital transformation of the contact centre has led to significant improvements in performance and staff satisfaction, positioning NUHS as a leader in Singapore's public healthcare sector.
Lessons Learnt
Comprehensive training and change management are essential, phased implementation facilitates smoother transition, continuous communication with the team is vital, celebrate success and learn from failures, and AI tools are necessary to future-proof against workforce challenges.
Keywords
Digital Solution, Contact Centre, Workflow Redesign
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | National University Health System Pte Ltd Group Contact Centre |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Operations |
Project Lead(s) | Jessyln Ng |
Project Member(s) | Jasmine Hong |
Connect with this contributor!
Jasmine Hong - Jasmine_Hong@nuhs.edu.sg