Problem

Users

Hypothesis

Outcomes, benefits and KPIs

• Short description of the problem and its impact
• 2-3 bullets
• Use data where available
• How the problem is currently being solved and the risks of this.

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• Key users
• Top-level user need(s)
• Evidence of needs (surveys, analytics, interviews)

• For improvements or transformations: "We believe that if we do X this will help users to do Y.”
• For discoveries: “We believe the problem is caused by X or the opportunity is Y. We will learn more about this by doing Z.

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• Intended outcome
• Benefits of solving the problem
• Success metrics and KPIs

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Questions for the Board:

• Should we go ahead with this opportunity?
• If so, do you consider this to be a High, Medium or Low priority?

Strategic alignment

Next steps and funding

Urgency and dependencies

Additional context

Priorities or commitments this aligns with, eg:

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• Mobile First
• Plan for Digital Health and Care
• NHSE 2023/24 planning guidance
• NHS Long-Term Plan

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See strategic fit assessment for alignment with NDC spending priorities.

• What would be the next step?
• What would next step involve? Team, cost, etc.
• What funding is available?
• What are potential lifetime costs of this?

Dependencies external to the NDCs that could block or delay this.

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Flag if support is needed to remove the dependencies.

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Related work inside Digital Citizen or wider NHS England.

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Anything else it's important to communicate.

Problem owner

Team or individual

Category

Status

Description

Service standards

Not done yet

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Operational and service

Not done yet

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Policy, clinical and legal

Not done yet

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Data and information governance

Not done yet

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Technology

Not done yet

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Skills and resources

Not done yet

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Objective

Would solving this problem directly contribute to this strategic objective?

Answer

Drive efficiencies to the NHS

Improve the efficiency of our services by providing a consistent and coherent digital offer that helps people navigate our services, access the right care and information at the right time, whilst supporting digital ways of working for the whole of the NHS to make use of. ​

Yes / No

Reduce the administrative burden and improve the communication between people and national and local care providers through improved messaging and notifications. ​

Yes / No

Reduce missed or unnecessary appointments through the NDC helping patients ensure that they are informed and engaged with the NHS.​

Yes / No

Reduce inefficiencies in the delivery of care driven by inaccurate patient data by putting people in control of, engaging with, and contributing to their personal health and care data.​

Yes / No

Improvement in people’s experiences

Add value to an individual’s use of national and local digital services through providing a device-agnostic, consistent, personalised, accessible and inclusive user experience across NDC.​

Yes / No

Extend and improve the ability for users to ‘self-serve’ for their health and care needs, empowering people to be partners in their own care or assigning the management of their care to another trusted individual.​

Yes / No

Improving people’s experience of the NHS through adding value to an individual’s use of national and local digital services by providing a device-agnostic, consistent, personalised, accessible, and inclusive experience across the NDC. Extend and improve the ability for people to ‘self-serve’ for their health and social care needs​

Yes / No

Improve health outcomes

Address health inequalities by providing easier access to digital health services for all.​

Yes / No

Allow people to take responsibility for maintaining their health when they are well and their care when they are unwell by providing a digital toolset for managing their health and care.​

Yes / No

Support the sharing, aggregation, and analysis of data nationally, to support research and optimisation of health and care services.​

Yes / No

Enable greater insight into people’s health and care by enabling personalised services and targeted intervention at both national and local levels, through capturing data and understanding how users engage with digital services. ​

Yes / No

Degree of impact the problem causes when it happens.

% of service or transactions impacted by the problem

How frequently does the problem occur?

How much of the problem can we fix?

Evidence

Please assess your problem against the relevant categories below. If one or more of the categories are not relevant, please leave these blank.

1 =Minor

2= Moderate

3 = Major

4 = Severe

(see table below)

1= Less than 33%​​

2 = Impacts 33% – 65%​​​​

3 =Impacts more than 66%

1= Rare and expected to occur again in exceptional circumstances

2 = Infrequent and could occur again in some circumstances

3 = Frequent and expected to re-occur

(estimate % reduction)

Consider user and service adoption

1 = No evidence of problem hard to test

2 = Some evidence of problem and could be tested over time

3= Empirical evidence of problem and ability to reduce

Improve Health outcomes​​ (weighted x1.33) 

%

Drive efficiencies to the NHS

Cost 

%

Time 

%

Improvements in People’s Experience 

To solve the % of the problem you have identified above, what conditions would you need to solve or meet e.g. 80% of public registered with the NHS App

1= Minor

2 = Moderate

3 = Major

4 = Severe

Improve Health outcomes​​

Exposure to minor health risk does not require medical treatment​

Medical treatment, lost time, reversible injury​

Reduced quality of life, irreversible health impact​

Single to multiple fatalities​

Health impact is ultimately fatale​

Drive efficiencies to the NHS ​​

Cost

Little to no cost impact less than £1m pa​

Cost impact £1m - £25m pa​

Cost impact £26m -£50m pa​

Cost impact >£50m pa​

Time

Time impact <5 minute per day per task​

Time impact 6 – 15 minutes per day per task​

Time impact 16 – 25 minutes per day per task

Time impact >26 minutes per day per task

Improvements in People’s 

Experience

User experience is good or satisfaction remains the same, but could be improved further​.

For digital: Service use is unaffected

Users experience is neutral or satisfaction has dropped and there is increased effort for users because of the problem.

For digital: Service use is slowing, and ease of use is impacted​

Users are expressing that they are dissatisfied/unhappy/frustrated or there is increased effort for users because of the problem.

For digital - Retention is reducing and new user sign ups have slowed​

Users are expressing they are very dissatisfied/unhappy/frustrated or there is increased effort for users because of the problem.

For digital – There is a reduced availability of the service.

Users have defaulted to offline ​