26 | Our Five-Year Plan
Our toolkit 1. Systems & Processes What we’ll do…
3. Digital What we’ll do…
We’ll place digital transformation at the heart of what we do, enhancing how colleagues collaborate, how we develop and deliver services, and how we plan for the future. We’ll establish a multi- channel approach for customer access, using the latest technology without compromising the experience of those who prefer traditional communication routes. Digital technologies will help us generate efficiencies, improve productivity, and meet the evolving demands of our customers in the digital age. 4. Communication & Collaboration What we’ll do… We’ll be proactive, open and honest in our communication with customers, always demonstrating empathy and compassion. Our communication and engagement will be accessible, collaborative and transparent, and always mindful of any barriers customers may face. We’ll make the most of new technologies and channels to improve how we talk with our customers and promote ways for people to get involved, ensuring the customer voice is heard and acted on.
We’ll equip our colleagues with the necessary systems and hardware, and the skills to use them, to support efficient and effective working practices. We’ll promote a culture of continuous improvement, challenging the status quo, constantly reviewing how we work, and exploring technological and business process improvements. Our systems and processes will drive efficiency while ensuring excellence for both customers and colleagues. 2. Data What we’ll do… We’ll be a data-driven organisation; capturing, managing and using information about our customers and homes to challenge and improve how we deliver our services. We’ll demonstrate how data insights have led to meaningful changes in how we support our people and places. Our data will be accurate and easily accessible and will enable us to demonstrate regulatory excellence.
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