New smartcard information

From Tuesday 15th December – the RA service (smartcards) will be provided by NEL CSU. 

There are 3 ways to log new calls with the service:

  1. Self-service portal – some key Pharmacy contacts have already been set up with an account in the NEL CSU helpdesk system. The account login details have been sent out from NEL to individuals.
  2. By email –
  3. By phone – call 0300-303-2733

The operating hours of the service desk for logging RA calls by phone are Monday to Friday, 7am – 7pm.

The RA team operates Monday to Friday, 9am – 5:30pm.  All RA calls are taken by the main service desk and logged – the details are then passed to the RA team for resolution.

Any calls that have been raised with Serco that have not yet been resolved will be transferred to NEL CSU on 14 December.

If any calls are raised to Serco from 15th December onwards the user will be advised of the NEL CSU contact details in order to log a call.