This plan marks the second year of our 2017-2020 strategy. Over the last year we have focused on a programme of modernisation covering our business process, flexible staffing, IT and telephony infrastructure and the development of a new case management system. The aim of this work has been to provide us with a framework for sustainable future performance.
This year’s business plan also sees the introduction of new KPIs which provide a better balance between timeliness, quality and organisational capability.
The full business plan can be viewed here.