How We Work

Customer Stewardship Pillars

Customer stewardship is a discipline and practice that is based on eight pillars

Engagement – with stakeholders to understand their needs and inform decision-making across the organisation.

Ambition – articulation of customer value propositions and customer benefit goals.

Alignment – to ensure the achievement of Ambitions through organisation-wide commitment to the customer and continuous improvement.

Adaptiveness – to future demands, responsiveness to future opportunities and ability to meet long-term customer benefits.

Connectedness – involving working beyond institutional boundaries to add value for customers from an integrated (whole of journey or network wide) perspective.

Informed choice – Equipping customers, consumers and stakeholders with the necessary information to choose wisely and with an understanding of the consequences of their decision for themselves and the system delivering the service.

Transparency – Providing for data openness and accessibility to enable dynamic and entrepreneurial processes for both opportunity and need identification for capital and operating spending.

Sustainability – Ability to meet the needs of the present without compromising the ability of future generations to meet their own needs, encompassing environment, social and governance considerations.

Customer Stewardship Scoring Grid

The Customer Stewardship Assessment is undertaken across seven pillars and 30 dimensions.

Engagement

Effectiveness
Influence
Customer Scope
Survey
Market shaping

Adaptiveness

Capex optimisation
Future ready
Design development
Security and safety

Informed Choice

Information Access
Data sharing, openness
Choice range
Customer -centricity

&

Ambition

Aspiration
Customer Goals
Strategies
Customer-centricity
Alignment

Alignment

Strategic planning
Risk-return framework
Targets
Key performance indicators

Connectedness

Network
Strategic positioning
Innovation
Shaping beyond
borders

Sustainability

Environmental
Social
Governance
Supply chain