A focus on customers

As well as focussing on digital improvements for our colleagues, we also had a big focus on how we can make things more efficient for our customers.

We’ve launched an 'Innovation Pipeline' with our customers, allowing them to submit digital suggestions into us via a form on our website. We’ve had some great engagement and suggestions so far, that have confirmed that we’re on the right track with our digital strategy and work programme. We’ll keep monitoring these suggestions and continue to listen closely to the voice of the customer and to let that inform where we put our focus.

We’ve conducted a 'customer touchpoints review' to understand how our customers are interacting with us today, whether that’s by phone, our website, or through our customer app. This gave us some great insight for the re-launch of our website, ensuring we focus on digitising those things that customers spend time doing most often.

We aim to relaunch the brand new Hafod website in the second quarter of this year and we’re currently busy working with content editors across the organisation to ensure our new site is exciting and relevant for our customers. We’re building on a good technical foundation for us being able to bring valuable services and opportunities for our customers.

Protecting Hafod, our colleagues, and customers

We recently introduced a colleague cyber security awareness programme, focusing on helping colleagues to identify phishing attacks and scams. We’ve rolled out cyber security awareness training to help colleagues feel confident in identifying attacks against our organisation.

Hafod is now Cyber Essentials certified Cyber Essentials is a nationally recognised standard, backed by National Cyber Security Centre, that recognises measures put in place to protect Hafod, its staff, and customers from cyber security threats We’re proud of the work that’s gone into acquiring Cyber Essentials and it demonstrates our commitment to security.

Foundations for the future

We’ve undertaken and completed a comprehensive review of how we use our data, the findings of which will be used to form a brand-new data strategy. We aim to give you better understanding of your service area and deliver high quality, accurate, well-presented data to help you make more effective decisions

We’ve begun reviewing all our key systems, with the intention of transitioning to cutting-edge systems that offer improved functionality to both you and our customers.