NHS Service Operations Centre (NSOC)

BT's NSOC is regarded as a world-class leader in service management

The NSOC is the command and control bridge for BT's NPfIT contracts.

It is uniquely equipped to take a single, end-to-end view of the level of service being delivered, 24 hours a day, seven days a week.

Most importantly of all, this comprehensive perspective enables BT to identify and solve problems at an early stage before they impact on the customer, by invoking service protection plans.

The NSOC is certified to ISO/IEC20000, the world standard for managing IT services.

NSOC capabilities

Monitors all BT's NHS data centres
Monitors how the infrastructure is performing
Provides a consolidated service orientated view of:
Carries out continual testing of all the services used by clinicians through synthetic transactions. This allows BT to monitor the customer experience accurately from key points within the solution architecture. Because these transactions are synthetic, patient confidentiality is maintained
Incorporates functions that provide major incident management, application support, infrastructure support and operations service integration (RFS)

Collaborative culture
Along with the technology, BT has built a strong, collaborative service culture at the NSOC. BT's "always-on" major incident room allows teams of highly skilled specialists to work together across different locations to resolve issues as quickly as possible when they arise, safeguarding customer service as the number one priority.

The future
BT has designed the NSOC so that it can grow as the number of people using the massive NHS IT systems increase. Today BT Health Service is managing application infrastructure that has throughput of a million messages a day. The NSOC will be able to expand easily to handle the tens of millions of messages that will be transmitted daily within the next few years.