Transformation Strategy 2026-2028

3.1    Our customers are at the heart of everything we do. Over the last 3 years, we have brought one of our key customer service teams in-house, enhanced accessibility of services through our website, new online forms and the introduction of a chatbot.
3.2    We will aim to achieve excellent customer service through: 
3.2.1    Expanding our Right First Time Approach
•    We will continue to deliver services accurately and efficiently at the first point of contact to reduce repeat customer contact relating to the same matter.  
•    We will engage and listen to the customers to understand their needs and provide appropriate resolutions.
•    We will better align customer service focussed roles within the organisation to improve consistency and quality of service.
3.2.2    Supporting customers to Save Time, Go Online
•    We will continue to identify self-service opportunities and encourage our customers to use digital channels as the quickest and most convenient way to access our services 24/7.
3.2.3    Providing Accessible Services
•    As an organisation, we will continue to be accessible across all customer contact channels, ensuring they are clear and simple to use.