One of the key priorities for the Allocations Team has been to embrace digital technology wherever possible and significantly reduce the use of paper based systems. Following consultation with our customer focus group in November 2018, the Allocations Team are pleased to announce they are now emailing over 80% of their offer letters directly to customers.
In addition to containing the offer letter, the emails also give customers useful website links to important services and information. The new digital process is proving to be a much quicker and smoother process, combined with being a more cost effective way of doing things rather than the previous paper based approach. Feedback from customers has been overwhelmingly positive and we are very pleased to report this is working well.