Strategic Plan 2020-2023 Overview

Customer Affinity – Delighting our customers

  1. We are easy to do business with and our services are valued
    • Development and implementation of digital channels for employers and jobseekers
    • Pride ourselves in developing a talent pool that is of value to employers
    • Implementing an account management approach for key employers
    • Delivering best in sector employment conversion and durability outcomes
    • We are 100% accessible
  2. We will work collaboratively across the sector to enable access to services that best benefit our customers
    • Focusing on what we do well. Establishing partnerships with other organisations to deliver the best possible service in non-core areas
    • Taking a leadership role across the sector facilitating cross-sector initiatives that benefit our customers
  3. We will be responsive to the needs of our Māori customers and deliver services consistent with the principles of the Treaty of Waitangi.
    • Developing a coherent Māori strategy supported by Māori through co-design
    • Seek to partner with Māori organisations to co-deliver employment service outcomes

Organisational Excellence – Culture of leading and enabling, engagement and performance

  1. We will actively drive a culture of innovation, leadership and entrepreneurship internally and across the sector
  • Create a framework and structure that allows teams to respond to and positively influence their respective markets
    • Create a nimble, responsive approach to how teams are organised to align with customer outcomes that avoids organisational silos or hierarchies
    • Be recognised as New Zealand’s leading go-to organisation for all disability employment matters
  1. We will actively foster a positive company culture of accountability and excellence
    • Strengthen our foundation – recruiting and retaining quality staff
    • Actively develop staff capability through professional development opportunities, acquisition of skills and leadership pathways
    • Provide a clear accountability framework linked to individual contribution to business plan outcomes as basis of staff reward and remuneration

 

Enduring Legacy – Sustainable robust business model

  1. Live within our means
    • Eliminate low-value spending where no clear investment rationale exists
    • Identify and implement business process efficiencies in back-office and other processes
  2. Develop a robust operating model
  • Rebuild our reserve funds to half our annual gross turnover
  • Develop resilience in systems and people
  1. Readiness for change and organisational resilience
  • Actively diversify income streams through expanding and investing into natural verticals that are fully funded
  • Implement a new organisational structure that optimises organisational outcomes