We increased the depth of our customer knowledge on our journey to become a truly customer-centric organisation by mapping the customer journey which allows us to consider our interactions with customers from their point of view. This supports our desire to focus on long term relationships with customers that are built on respect, consistency and trust, rather than being transactional in nature.

Our internal peer review process, Customer Impact Statements (CIMPACT), continues to grow in reach and impact. 10 reviews were conducted across services this year, with the majority of them achieving the Preferred Standard. CIMPACT enables us to take the ‘pulse’ of services across the organisation, and to measure the impact they have on the lives of older people who access them.