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Directorate of Strategic Planning and Customer Engagement

The role of the Strategic Planning and Customer Engagement Team (SP&CE) is to deliver a corporate service across the BSO, working in partnership with internal and external stakeholders and customers. The Directorate operates with a small team of staff which has responsibility for;

  1. Strategy, Business Planning and Governance & Risk
  2. SLA’s & Service Development Proposals
  3. Customer Engagement
  4. Performance Management, Quality Monitoring and Reporting
  5. Corporate Communications and Engagement
  6. Customer Complaints Service
  7. Service Improvement
  8. Service Transformation (Including oversight of the BSO Review implementation)

The BSO has grown from approximately 900 staff across 14 service areas in 2009 to more than 1600 staff across 20 service areas in 2023 with plans to develop extensively across ITS related functions.

Our customer base has also expanded and we now deliver to 18 organisations within the Health and Social Care System including the Northern Ireland Fire & Rescue Service.

The Directorate has corporate responsibility across a number of key areas to support the Senior Management Team and the BSO Board. Each of these areas require a co-ordination and advisory role across the service areas, liaison with customers and the Department of Health Sponsor Branch, analysing returns, prioritising key issues, and drafting reports.

The Strategic Planning and Customer Engagement Team is responsible for the BSO Corporate Plan and Service Delivery Planning processes, the creation of the Corporate Strategic Plan and the BSO Annual Report.

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