#ExpressYourself 2016 Newsletter

Issue 10 SEPTEMBER 2016

BUSINESS AS USUAL VISION AND VALUES

In September 2015, over 50 people from various levels and departments were nominated to help define our vision for the future. We started with workshops, checked in with managers and the senior team, and presented our recommendations to the Board. Out of this journey we agreed values, by which we all agree to operate and behave.

Why? Because it sets us apart, defines how we want to do things, and helps us to put customers at the heart of everything that we do.

It also became clear that when we join and work together, we can achieve bigger and better things, which is especially important as we move in to authorisation and the new world. Click here to read more.

INTRODUCTION

Wow – can you believe it’s been 6 months since our last #EY survey?

We’ve made a lot of changes, but we want to continue to improve.

These surveys are designed to get your feedback, which will help us to evaluate our current systems and processes and make changes to improve the service we offer and the wellbeing of our colleagues. #EY gives you the opportunity to anonymously provide us with your honest thoughts. If you can think of any changes that would make the One Advice Group even better, we want to hear them.

The survey will be running from Friday September 16th until Friday September 30th. If you would like some privacy away from your desk to complete #EY, then you can visit Training Room 1 at any time.

Read on to learn more about the exciting projects and outcomes, which came about as a direct result of previous surveys. There’s also lots to look forward to.

Small changes, BIG DIFFERENCE...

ON THE ROAD AGAIN

DRESS DOWN

IMPROVED COMMUNICATIONS

Our new fuel and go car scheme enables colleagues to make great savings with lots of choices.

Last year, we embraced the Friday feeling and introduced weekly dress downdays.

Words cannot espresso how much we love bringing colleagues and the Leadership team together at our informal, open and honest coffee sessions.

Colleagues named it AIM and All Ideas definitely do Matter when it comes to helping the business continually improve. AIM encourages and rewards innovation, enterprise and problem solving. What is it that we should STOP, START and CONTINUE? How can we do things better?

Well so far AIM has helped us save on postal costs without reducing delivery times, helped us improve the signposting of customer and colleagues queries by creating directories to reference, we’ve made changes to DIVA and we now get our payslips delivered in 21st century e-style.

Please keep your ideas coming and thanks to all those that have already made a difference.

Click here to read more.

Customer Focused

After the last #EY survey it was clear that we needed to do more work to ensure that the customer is at the heart of all that we do and to improve the customer experience.

Four individual projects were set up, involving colleagues from across the business, focused on delivering:

1. A Suggestions Scheme - tah dah we now have AIM

2. A knowledge base for colleagues – yippeeeeeee

the intranet and DIVA hold lots of new tools and docs

3. Better processes for identifying and supporting

Vulnerable Customers hurray we have the Specialist

Support Unit and flags within DIVA 4. We have a new complaints handling process which

also captures Expressions and Dissatisfaction, in

accordance with new FCA requirements.

• 167 suggestions • 8 ideas implemented • £335 rewards

ORGANISATIONAL DESIGN So what’s Org or Organisational Design? It’s the structure of the organisation and since our last #EY survey we’ve been working really hard to create the right framework for colleagues so that the business can operate effectively in a way that’s fair, transparent, responsible and based on merit.

This work has included benchmarking to evaluate roles and salaries against market rates and a ‘definition of responsibility’ to ascertain the level of the role and the autonomy and breadth a role has within the business. Along with other indicators, salary bandings of high, medium and low have been created.

The framework also offers equal opportunities for all employees.

Colleagues can progress through the

What a difference a day makes...

On the first working day of the year, the #EY team surprised you with an early birthday treat. Over cake and party poppers, we told you that you would receive an extra, paid holiday to celebrate your birthday.

bandings by demonstrating high performance and the right behaviours; defined by our vision and values and measured by the new performance management process.

You’ll be glad to hear that the benchmarking audit which was done by an external, specialist supplier, showed that broadly we pay our people is in line with market rates and is in line with our commitment to the National Living Wage.

HOLIDAY BUY SCHEME

And we’ve had all kinds of weird and wonderful entries – from Graham Dewsbury riding a zipwire to Owen Cameron playing video games in his pyjamas.

Whether you enjoying jetting off around the world or spending time at home with your family, we’ve got you covered. Earlier this year, we launched a holiday buy scheme that allows you to purchase up to 3 extra days holiday. And we changed it this year to a salary sacrifice system, meaning those that participated saved on tax and national insurance contributions. Win win!

Don’t forget to email IntranetUpdates@oneadvice.co.uk and let us know how you're going to spend your next

Don’t forget in October we’re following your feedback and increasing the allowance back to

5 days!

WORKING ON WELLBEING Following your feedback from the last #EY survey, we’ve looked at improving the wellbeing of our colleagues. We’ve introduced a series of new services that were specifically selected to improve the lives of colleagues both in and out of the workplace.

THIS YEAR'S THEME Surveys like #EY have been created to improve the One Advice Group and ultimately create more opportunities for YOU to grow and develop, too. Growing need not always involve a promotion. It can involve growing in your role, your confidence or gaining other transferable skills.

Mental health has been a major focus of this campaign. We know that balancing everyday life with work and home can create stress and pressure for all of us; therefore, managers around the business have received training to identify and support anybody that may be struggling.

Do you remember when we hid elephants around the business?

It wasn’t irrelephant! For Mental Health Awareness Week, we wanted to confront the elephant in the room. Anybody that found one of these little guys around the business received a free, on-site massage to help relieve any work-related stress. We also produced spotlights on charities that focus on mental health, and provided healthy eating advice and we partnered with MIND and The Samaritans to provide training for the SSU.

To raise awareness of this, we’ve chosen GROWTH as this year’s theme.

Most recently, we’ve partnered with Health Assured. They’re an independent, external organisation that can provide counselling or advice. This partnership provides you with complimentary access to a NEW and IMPROVED Employee Assistance Programme, which covers emotional support, legal advice, bereavement assistance, medical advice, a wellbeing portal and more.

ACHIEVING YOUR POTENTIAL In the survey we ask lots of questions across a range of different topics that help us define and measure what we are doing, what we are achieving, and if we are being effective.

For example do we communicate effectively, are people held responsible, are there opportunities to learn and grow, are the rewards, recognition and benefits appropriate and motivating, fair and based on merit? Are we doing the right thing for our customers?

The responses indicate how we are performing individually and together, helping to identify areas for improvement. Then by implementing improvements colleagues can be more engaged, provide a better service, at less cost … and the business is successful.

Lots of different improvements have come about as a direct result of #EY surveys including the new performance management programme. It’s designed to help you achieve your full potential by measuring competency as well as areas for training and development. The supporting documents facilitate valuable coaching and feedback comments, designed to help you achieve your goals and objectives, and the quarterly 121’s help you focus on demonstrating the right behaviours as well as performance.

Responses in previous #EY surveys have indicated that we need to improve opportunities for growth - so watch this space – and see your potential grow!

CASCADE

STILL TO COME...

REWARD AND RECOGNITION

As part of our commitment to our people, and to improving and modernising systems and procedures, whilst reducing costs and improving communication and efficiency, we have an ambition for a HR system.

In the first #EY survey, 58% of the workforce expressed a desire for more reward and recognition within the business. To get an understanding of what was required, we co-ordinated workshops and asked you for feedback.

This will become your go-to destination for important documents. It will help colleagues and managers to take control of their own personal development, as it will provide a central resource for all of these documents.

We’re thrilled to announce that we’re introducing a brand new reward and recognition tool that will allow us to communicate, incentivise and recognise colleagues throughout the business. This will help to further embed our vision and values and embraces the culture we have of treating customers fairly. Those who do go above and beyond and provide a good service to customers and fellow colleagues will not only be recognised but also rewarded.

Do you constantly wonder about your number of holidays, absences and lateness? Well, this platform will enable you to monitor these as well. It will support on-boarding, development, engagement and retention.

We’ve had many AIM submissions, requesting this, which suggests this system is something to look forward to. All we're waiting for is authorisation, which is when it’s approved for planning and implementation.

We've got some work to do yet, but we will keep you posted!

CULTURE CLUB UPCOMING EVENTS IT INVESTMENT

As part of our continued commitment to improving processes for both colleagues and customers, we’re investing in upgrades to our IT infrastructure. The four major areas being developed are: 1. Network Our network system is old, making speed and performance limited. You know when you’re working on a tight deadline and your computer freezes? This upgrade will prevent this occurring, simultaneously allowing us to improve our telephony systems.

3. Telephony systems This is the most cost-effective of the four upgrades.

Instead of working with multiples diallers, we will move to a single solution with 1 dialler. Transferring calls will be easier. By moving to an internet based telephony system, we will also be able to provide better customer service.

2. Servers and Office 365 Our servers have been working 24/7/365 and are in need some TLC. We’re upgrading these as well as Microsoft Office to provide colleagues with up-to-date applications.

4. Desktops This upgrade will provide consistency throughout the business as the software on all PCs will be aligned, also making desk moves easier.