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
Objective: Continue the transformation of Guide Dog Services to more effectively and efficiently meet client needs Initiative Purpose Measure Actions to Complete by June 2019 7. Establish a long term programme for the development and growth of Guide Dog Services To meet client needs, address supply and demand issues and deliver greater levels of efficiency Increase in number of dogs matched from 25 (FY18) to 35 (FY19) Increase in number of dogs graduated from 30 (FY18) to 40 (FY19) Reduced Client time on waiting list for a replacement guide dog from 10 months (currently) to 6 months (FY19) Reduced training time for Guide dog from 20 weeks (FY18) to 16 weeks (FY19) Complete the 5-year Roadmap and KPIs established - November 2018 Complete implementation of year one of the Strategic Roadmap by June 2019 Employment Objective: Increase participation in employment by reducing barriers to employment for people who are blind or have low vision Initiative Purpose Measure Actions to Complete by June 2019 8. Establish Access Advisors as an ongoing viable commercial model To create a sustained increase in the accessibility of workplaces and employment for our clients over time while generating a new revenue Number of companies with the accessible tick from 0 to 2 Running at cash flow breakeven by the end of FY19 Develop a commercial model for Access Advisors - September 2018 Employers committed to becoming disability friendly and begin working with them on employment options for people with disabilities