Investing to deliver
The strategy sets out our plan of action to achieve our overall aims over the next five years. We have set out a five-year strategy because the changes we want to make are deep, structural and long-term.
We will continue to resolve individual complaints, but strengthening our impact, enhancing user experience and building awareness are not just about doing more of what we do already.
To achieve our aims to manage the demand on our service and maximise our public value, we need to make shifts in the way we work and use technology. We also need to build the right skills to deliver our activities. A five-year horizon enables us to build robust foundations and scale improvements via three core enablers: our capabilities, our products and our partnerships.
Over the coming years, we will plan, invest in and sequence change intelligently. We will test new ways of working while remaining responsive to emerging risks and public needs. We will sequence work so that our core casework remains stable while we build the capabilities, data tools and partnerships needed to expand our systemic impact.
To make sure we have detailed and transparent information about our activities, each year we will produce a business plan that sets out the activities we will deliver and prioritise that year. Our annual report will explain what we have achieved.
The strategy is designed to be resilient to shifts in political context or public expectations. It is also flexible, so we can adapt our approach based on wider changes and internal monitoring of our impact and progress. If any major changes happen, we will review the strategy. To provide further assurance, we will review the strategy after three years as standard.
The next section provides detailed information about the activity and outputs we will prioritise to achieve our vision.