Our overarching objective within this strategy is :
“To encourage and support customers to use digital channels for communication and accessing or paying for services”
By choosing to move online for accessing and paying for services, customers can benefit from flexibility and ease of access amongst other advantages.
Digital transactions have been shown to cost organisations significantly less than traditional face-to-face or telephone calls via contact centres. Therefore, using digital channels has the potential to make significant savings and improve the way we deliver customer services.
For further information on how we plan to achieve this, please see our Customer Service Channel Shift Strategy 2019-22.