Digital First

We will embrace technology and adopt a ‘digital first’ approach. Our members operate throughout the UK and around the world, often working across jurisdictions. We aim to provide them with digital access to all of the services they need ‘Anytime, Anywhere’. We will use data to develop greater member insight and technology to personalise member services as never before.

Since the outbreak of the COVID-19 pandemic in March 2020 our members have increasingly embraced and adopted digital capabilities. Today, they rightly expect to be able to interact with the Institute through different channels and platforms. Whilst they value the physical interaction between themselves and with the Institute, they also live and work in parts of the UK and internationally where physical access to the Institute’s services is not always possible. They also want to work flexibly and that may mean doing so at different times and in different ways to the Institute.

We will support our members by developing an ‘anytime, anywhere’ ethos. We will do this by building out our digital capability and creating an omni-channel approach that enables our members to move seamlessly between web ordering, contact centre engagement, qualification assessment by remote invigilation, and attending face-toface events amongst other things.

By way of an example of these services, in future our members will be able to confirm their status to prospective clients through our membership portal or digital wallet on our app, and we will use Artificial Intelligence to verify that those claiming to be members hold valid qualifications.

Members will be able to confirm their status to clients through our membership portal or digital wallet

Work began in March 2023 with the delivery of our new customer and member relationship management solution (CRM), which will allow greater data-driven personalisation of our member experience.

We recognise there is an opportunity to share information more effectively between our societies and local institutes which we will deliver through a digital community platform. It will facilitate delivery of digital events and enable members to create discussion groups on key topics as broad or as narrow as members prefer, encompassing regions, countries or international members.

In future, our ability to harness large volumes of member data will allow us to share targeted insights with individual members and provide evidence to inform policy positions on their behalf.