We will:

• Keep records so our customers information is protected and used appropriately.
• Commit to timeframes and meet them or explain why we won’t meet them if they change.
• Set realistic expectations about timeframes for decisions and communicate throughout the process.
• Be as efficient as we can while still ensuring our processes and practices meet the highest standards.
• Provide certainty of process, not certainty of outcome.

We won't

• Ask customers to repeatedly tell us the same information.
• Make commitments without having the required authority or delegation.

How can I apply this to my Team?

• How do you record client interactions? Can they be shared across your team/other teams?
• Ask your team what slows them down – is there a good reason for this? If not, change it
• Share your timescales with clients
• Share your high level processes with clients