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The Challenge
NHS 24 provides urgent care to Scotland’s entire population through approximately 2,000 call handlers and clinicians operating around the clock. Rising call volumes, particularly during peak and seasonal periods, were straining the legacy contact center and CRM systems.
Aging platforms limited scalability, restricted digital capabilities, and made it difficult for staff to manage complex clinical interactions. Patients experienced long wait times, and the organization needed a modern, resilient platform to meet growing demand while reducing operational costs.
Our Approach
Coforge delivered a complete transformation, replacing the entire contact center and CRM ecosystem with an AI-powered platform built on Pega and AWS. Pega Blueprint was used as an AI accelerator to give all stakeholders confidence in outcomes and enable faster, more transparent delivery.
The solution introduced omnichannel access, AI-driven clinical decision support, and automated workflows integrated across 15 systems, with 1,700 staff trained across six centers.
AI-powered Contact Center and Intelligent Routing
Scalable, cloud-native ecosystem on Pega CRM and Amazon Connect with AI-powered intelligent call routing for efficient service delivery across 111, mental health helplines, and other services.
Advanced AI Clinical Capabilities
AI-powered clinical summary generation, real-time sentiment analysis, urgency flagging, live translation, automated call handler evaluation, and real-time next best action.
End-to-End Workflow Automation
Connected 15 systems with AI-driven automated workflows and embedded digital clinical decision support to streamline patient journeys and eliminate physical record handling.
Secure Patient Record Migration
Migrated approximately 9 million patient records to a cloud-native platform, ensuring data integrity, security, and continuity of care while removing the reliance on physical record storage.
Large-Scale Workforce Training and Adoption
Trained 1,700 staff across six centers, enabling rapid adoption of the AI-enabled platform.
Impact to Date
Digital-first, cloud-native operations have delivered 100% uptime while reducing energy consumption, paper usage, and patient and staff travel for in-person visits.
~50%
40%
45%
50%
Business Impact
- Clinical AI capabilities enable faster, more accurate clinical decisions
- Same workforce supports almost 2x patient demand
- Paperless record-keeping reduces consumption and waste
- Establishes a replicable AI model for other health systems
This was Scotland’s first successful NHS technology implementation in 20+ years, and was awarded the 2026 Pega Industry Excellence Award for Government and Public Sector.
With a modern, AI-powered platform now in production, NHS 24 is positioned to expand digital services to the population it serves, embed deeper clinical intelligence, and continue improving access to care for millions of citizens.
Coforge is working with Pega, AWS, and NHS 24 to explore how these digital services can be replicated across England, Wales, and Northern Ireland, serving as a template for AI-powered healthcare delivery at national scale.