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Hitachi Solutions
UKAS Case study

UKAS improves efficiency and reduces outstanding debt

UKAS Casestudy

United Kingdom Accreditation Service (UKAS) provides accreditation services on behalf of the UK government. Its employees assess organisations, that provide certification, testing, inspection and calibration services, against internationally agreed standards.

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“We liked Hitachi Solutions approach because they challenged our thinking, came up with new ideas and were incredibly knowledgeable about Microsoft Dynamics” explains Chris Forster “Being experts in risk management and quality UKAS needed a partner with a methodology that was robust and consultants of the calibre that our team would respect and get along with. This certainly proved to be the case.”
Chris Forster, Corporate Services Manager, UKAS

Business Challenge

UKAS has approximately 3000 customers who vary immensely in terms of size and services offered, ranging from large public sector organisations to small private sector businesses. For some customers accreditation is mandatory, and for others it is a value added service, all customers have to meet specific requirements in order to reduce risk, to achieve accreditation. Driven by new government initiatives such as Green Deal, and European regulation, its business has grown and diversified, through new customer acquisition, and this is set to continue.

Given the nature of UKAS’s work, their own processes and procedures have to be exemplary to ensure customer con dence. Its business requires that operational staff are able to manage the skills of its technical employees and contractors, and match these to the requirements of its growing customer base. UKAS is all about quality and reducing risk as such the accreditation process is rigorous, highly structured and involves a lot of documentation. A full audit trail of the decision making process and history, with supporting documentation, is fundamental to managing the accreditation process for each customer.

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The objectives of the project were:

  • Improve service in line with customer expectations
  • Automate team work; which was reliant on manual interaction and process hand offs
  • Ability to measure and monitor Key Performance Indicators (KPIs) for the whole business
  • Establish one integrated system to enable the sharing of information across the business and improve the service to customers

Client testimonial
“From a financial perspective this functionality has enabled operations, credit control and finance to work together better and to reduce outstanding debt by around 40%”
Jeff Ruddle, UKAS, Operations Director

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