The Strategic Plan 2018-2023 focuses on three important key areas to support the future direction of VMCH.
- Exceptional Quality of Life
- Significant Growth
- Organisational Excellence
As a busy organisation that delivers a broad range of services across Victoria, the challenge in creating new projects and innovation to improve services can be difficult.
CEO Sonya Smart recently announced the creation of a Strategic Projects Office to focus exclusively on core projects integral to growth and improvements across the organisation.
“We need to broaden our thinking and drive excellence in customer focussed services. To do this we need the space to think outside the square, test and integrate new initiatives to our day to day services. I have brought together a team to work with me and the Executive to drive important change.”
Led by Senior Manager Business Development, Strategy and Innovation Daniel Carter, the team will consist of Chris Coughlan Strategy and Innovation Advisor and a new team member, Jodie Henry who will take up the role of Manager Strategic Projects and Engagement. Jodie previously led Communications and Stakeholder Engagement for VMCH.
The team have already started a key strategic project in Customer Experience. Customer Service Project Manager, Meryn Cantwell has been leading a project on Customer Enquiries and is finalising some of the findings from this piece of work.
The project will look at developing a centralised intake team and ensure clients experience a seamless pathway to finding the services they are looking for.
“Customer service is key to meeting our long-term objectives and is core to our Mission in helping people and treating them with dignity. The sector has changed, and we can no longer bring people into our services without a centralised approach to ensure they are well informed at the first point of contact with VMCH.”
An Innovation Pipeline will also be created, developing three new projects a year to ensure an injection of ideas to our business. VMCH staff will very much be part of this pipeline with opportunities for teams and individuals to submit project ideas via a central portal on The Hub. Chris Coughlan will lead this project which is expected to be launched in August 2019.
The Strategic Project Office will soon be coming to The Hub and will provide updates to all the latest projects via their Share point site.
Sonya believes this approach will see improvements introduced to the business.
“We will be able to deliver important projects more efficiently and effectively which will really bring us together in delivering the best possible services to the people who matter most, the customer.
For more information, please email Daniel Carter on firstname.lastname@example.org