Values
Values are a set of principles that guide how a company operates and how its employees behave. We strongly believe in working both hard and positively to deliver the best outcomes for our residents, customers and stakeholders.
We have shaped our 4 values to guide us in our vision and mission and we use the acronym ‘KATI’ to summarise them.
Knowledge – We are experts in our industry and deploy that expertise to benefit our clients and customers
Accountability – We are trusted. Each of us is responsible for our words, our actions and our results.
Teamwork – We are a united multidisciplinary team and put the customer at the heart of every activity. Our flexible workforce flows to areas of greatest need and largest customer impact
Integrity – We conduct ourselves respectfully, honestly and fairly in everything we do. We do the right thing for our customers and stakeholders
Vision and Mission statement
Our vision is what we aspire to be. Everything we do strives to achieve this vision
“To be recognised as an excellent service provider, deploying innovative solutions. Approaching everything with an open and honest ‘can do’ approach, backed by the best people.”
Our mission statement describes what we do:
“Our talented and valued team collects income, awards benefits and resolves customer queries to support the funding of critical public services, enhancing the quality of life for residents and businesses”
Culture and Ethos
Our people are at the heart of what we do and are our brand ambassadors. Our approach is predicated on the belief that a happy and engaged workforce is productive and efficient, enabling us to achieve our aims of service excellence to the public.
We collectively strive to offer a supportive, engaging and positive culture alongside a generous pay and reward package. We continue to develop our entire offering to ensure that we remain an employer of choice both now and in the future
We treat our people with respect. They are all subject matter experts and we trust them to deliver. We aspire to be ‘Investor in People’ (IIP) accredited and we measure ourselves against the IIP Gold standards developed during our previous commercial outsourcing.
We actively promote a Praise scheme to capture daily examples of employees going the extra mile for colleagues and customers. Receipt of praise can result in a financial reward.
Our staff panel is engaged and provides an effective independent channel to ensure that staff views help shape our business.
Our structures are designed to be lean but flexible enough to respond to changing situations. Staff trained in multiple operational processes is key to our responsiveness.
All staff are supported through regular 1:1’s with their line managers and performance management is clear and transparent.
Recognition & reward are based upon both output and behaviours that exemplify our company values. Our pay structures ensure that we remain competitive whilst allowing accelerated earnings potential for our best talents.
Strategic people planning is embedded to predict and prepare for future skill & talent need. Training resource is in place to help develop those skills to match predicted need. External recruitment is primarily, but not exclusively focused on our Customer Services team, reinforcing that our ‘One Team’ approach puts the customer at the centre of our activity. Internal career development is then actively supported between all our operational teams. All of our people have the ability to progress and seize opportunity as it arises.
Our program of recognition, reward and personal development ensures a strong, stable and enthusiastic workforce, proud of their team, their organisation and the outcomes they produce.
Our one team approach builds on a shared service ethos and follows a commercial target operating model (TOM). It puts customer interactions at the heart of our service. Teams are resourced for median work profiles. Resource planning against profiled activity enables resource to flow from areas of low demand to areas of high demand at short notice. This maximises the flexibility of the service and has a positive impact on the customer, whilst minimising overall service cost.