theme 5 Action plan

Action 2023 Action 2024-27 Outcome

Building our digital capability, creating an omni-channel approach

Member services available 'Anytime, Anywhere'

IT service availability will be improved ensuring outages are minimised, through investment in our systems

Digital Transformation Phase 2 (CRM), delivered in Q1 2023

IT service availability continually monitored, and improvements made as required

Reduction in customer complaints associated with IT system related issues.

New customer and member management solution will provide a more personalised experience

Conduct a detailed review of our existing member directory to identify improvements related to clarity and accessibility

Ensuring all systems are secure, verified by gaining Cyber Essentials Plus

Consolidate access to webinars, podcasts and key topics of interest via member login on website or through mobile app.

Creation of digital badge aligned with certification level integrated into mobile wallet

Provide a tailored service to our customers to suit their individual needs.

Enable members to be recognised internationally for their local skills and qualifications. Ensure they can be easily identified by members of the public.

Increased member and customer confidence in our ability to look after personal information.

Conduct a detailed accessibility review across our core websites

Web Shop provides personalised recommendations for courses, support materials and other information

Implement improvements to our core websites

More relevant and supportive user journey, tailored to each individual’s requirements

All members and customers will feel digitally included