Digital Training and Upskilling Programmes

Description

We currently have two on-line customer portals with the aim of making it significantly easier for customers to get in touch and interact with us. Giving our customers the opportunity to carry out more activities online such as making payments, booking and tracking their upcoming repairs etc, rather than having to contact us by telephone. We want our portals to become the primary way customers contact us. We'll nudge, persuade and encourage customers who are comfortable with digital communications to use the portal as their primary point of contact and will support those who can't through training and where access to a device/data are barriers we will set up a loan scheme to give customers access to laptops, tablets or MiFi units (portable or pocket WiFi). This is the start of our journey towards our portals becoming the primary access point for all customers, creating channel shift towards digital means. There are currently 5800 registered users on the Radian Portal and 8850 registered users on the Yarlington Portal. As such, we require an established Digital Training Provider to carry out a programme of digital training for our customers across our operational area (with initial focus on the east of our geography) from January 2021.