TIO Group Statement of Corporate Intent 1 July 2014 to 30 June 2017
Tabled paper 992
Tabled Papers for 12th Assembly 2012 - 2016; Tabled Papers; ParliamentNT
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TiO just customer service; it is also us defining what we will do in terms of products or services, and to whom we will offer it. It is not just the physical interaction, but also the emotional interaction. It is a combination of the service experience (e.g. how quickly the phone is answered); the emotional experience (e.g. how the customer feels after the phone call); and the perceived expectation (e.g. what the customer thought the experience was going to include). Focusing on customer service excellence, we will create guidelines that are consistent with our values and our brand. In keeping with our strategic imperatives, our people will challenge what we do to build capabilities that deliver a unique customer experience, and so will own and engage with our customers through the delivery of our customer promises. We are knowledgeable Customers trust us because we understand their needs and the Territory and are knowledgeable about our products, services and processes to get it right the first time. We are easy to deal with Customers enjoy doing business with us because we make things simple and easy to understand. We are respectful, straightforward, and transparent and always keep them informed. We are responsive Customers rely on us to act quickly, be sensitive and empathetic to their concerns and be aware of changes in their general needs. We take the initiative to solve problems, we follow up, keep our promises and the only surprises are good ones. We are accessible Customers depend on our services and facilities to be accessible and convenient. Our people are interested and helpful and always easy to get a hold of. Find new ways of doing things better Customers expect us to be consistent, to listen and when things go wrong to make them right. We constantly look for ways to improve our customers' experience with us. Underpinning the success of our strategy will be the continued strong engagement of our employees and the creation of a high performance culture that is nimble, flexible and able to react to the environment and change in customers' needs. Our ongoing strategy for evolving the culture and people of our organisation will seek to build capability in key areas and enhance existing strengths. To enable a long-term sustainable business we need to invest in our IT infrastructure to support our vision. We need to ensure that we have a modern, flexible and agile platform moving towards an effortless and rewarding experience. The Board and Management of TIO recognise a replacement of our current system will increase the long-term sustainability of TIO. 5 TIO Group Financials 5.1 Accounting Policies Adopted TIO's accounting policies are consistent with the requirements of the Territory Insurance Office Act, Australian Accounting Standards and International Financial Reporting Standards (IFRS). TIO Group Statement of Corporate Intent