Improving the service we provide members
In late 2016, we began a multi-year project to modernise and integrate the agency’s numerous technological systems including finance, customer relationship management (CRM), member interface and data management.
The aim of this project is to ensure that we can improve services to members using the most advanced cloud-based technology. This includes introducing a simplified payments model; greater transparency on payments and a contemporary self-service member portal.
Phase 1 of the project to incorporate a new, state of the art cloud-based finance system, and integration with the cloud-based CRM Salesforce, was delivered on time and on budget in early 2018.
Since then we have embarked on Phase 2 to redesign and simplify core systems and processes and increase business intelligence. We started with a series of extensive consultations with groups of members to inform future decisions on the way payments are made and communicated, and the technology required to do so.
We will keep members regularly updated on the progress of these initiatives.