Improving the client experience

Discovery

Working with employees across the organisation we ran a series of workshops to define pain points and opportunities and identify how we could improve across our client experience, service areas, and ways of working. The outputs informed our plan to streamline and simplify the way we work, automate and optimise areas of the business and invest in core systems.

As we build on our foundations, we are embedding changes and adapting and growing across the following areas:

Service delivery

― Recruitment, onboarding and induction ― IAP process ― Client onboarding ― Accounts payable and budgets

Operational readiness

― Resourcing and capability uplift ― Metrics, data and reporting ― Service review and alignment

Client at the core

― Integrated Client Services, Client

Care and Service Hub

Digital enablement

― Telephony upgrade ― Standard operating environment build ― Network uplift