Since early 2008, Digital Public Ltd has collaborated with NHS Direct to develop and implement a digital strategy to: • Enhance and increase the reach of NHS Direct’s online public services • Enable more users to self-care where it is safe to do so, and so reduce inappropriate use of other NHS services, such as A&E • Improve users’ experience of NHS Direct services by offering new engagement channels (such as webchat), joining up online and offline channels and reducing the need to provide the same information more than once. Through the activities carried out, Digital Public is also helping NHS Direct to: • Increase the efficiency of its contact centre operations by moving triage online and so reducing avoidable contact • Target services at high-risk and socially excluded groups • Transform itself to meet the demands of its own digital revolution. A key vehicle for these changes is the development of online Self Assessment Tools – interactive questionnaires that enable users to assess their symptoms and elicit clinically proven advice on how best to treat them – either through self care or through NHS services. NHS Direct launched the first two of what will be an integrated suite of tools, on the topics of Colds & Flu and Contraceptive Advice in late 2008, both of which were seasonally relevant. By the end of January 2009, there had been more than 150,000 uses of these tools since their launches in November and December 2008. User feedback has been consistently positive and constructive – which has surprised and pleased NHS Direct staff. The programme continues in 2009 with the creation of the full suite of topics, numbering close to 40 in total.