Initiative Purpose Measure Actions to Complete by June 2019 1. Introduce an integrated A single source of A comprehensive implementation plan with key Continue to map customer journeys to identify digital platform information that will timeframes/milestones pain points and measures of success (Voice of enable a more customer the Customer VOC) – Achievement of the timeframes as outlined in centric, personalised Continue to migrate data and key systems to a the plan as presented to the Board in approach to service centralised Salesforce platform as per November 2017 delivery; more effective Organisation Centralisation Roadmap outcome measurement Complete training and handover for impacted and performance teams for each new build management 2. Reshape Improve our culture, Voice of Employee (VOTE) metrics Improved Design Workforce model to meet future – our Culture, workforce and grow our organisational Culture & Engagement (NPS and Culture requirements November 2018 – employment experience capability, and establish Survey) Implement culture initiatives arising from a workforce that will build results - December 2018 Barrett’s Survey a “person driven” model of service, that is flexible, Develop scope and content of Primary Service adaptable and Provider (PSP) roles, for pilot “Person Driven” responsive to changing service model - December 2018 client and organisational Develop and deliver organisation wide training needs plan to support service “Person Driven” experience December 2018 – Implement and support change management framework & tools -December 2018 Implement Voice of the Employee (VOTE) platform - September 2018 Establish Diversity & Inclusion and Accessibility action committees October – 2018
Initiative Purpose Measure Actions to Complete by June 2019 1. Introduce an integrated digital platform A single source of information that will enable a more customer centric, personalised approach to service delivery; more effective outcome measurement and performance management A comprehensive implementation plan with key timeframes/milestones Achievement of the timeframes as outlined in the plan as presented to the Board in November 2017 Continue to map customer journeys to identify pain points and measures of success (Voice of the Customer – VOC) Continue to migrate data and key systems to a centralised Salesforce platform as per Organisation Centralisation Roadmap Complete training and handover for impacted teams for each new build 2. Reshape our Culture, workforce and employment experience Improve our culture, grow our organisational capability, and establish a workforce that will build a “person driven” model of service, that is flexible, adaptable and responsive to changing client and organisational needs Voice of Employee (VOTE) metrics – Improved Culture & Engagement (NPS and Culture Survey) Design Workforce model to meet future requirements – November 2018 Implement culture initiatives arising from Barrett’s Survey results - December 2018 Develop scope and content of Primary Service Provider (PSP) roles, for pilot “Person Driven” service model - December 2018 Develop and deliver organisation wide training plan to support “Person Driven” service experience – December 2018 Implement and support change management framework & tools -December 2018 Implement Voice of the Employee (VOTE) platform - September 2018 Establish Diversity & Inclusion and Accessibility action committees – October 2018
For-Publication-Blind-Foundation-FY19-Business-Plan-230718.docx