During 2020/21, the country was in the grip of Covid-19: a period of unprecedented change and a challenging operating context. Like many organisations, we faced significant additional costs, pressures, and changes to working practices, but we have still been able to achieve a great deal against that challenging backdrop.
Two years into our strategic plan, we are starting to see a positive impact on service delivery. Our new operating model, with a commitment to increased front line visibility, is moving us towards the exceptional customer experience we aspire to.
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