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WSPS 2018 Annual Report

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CORPORATE OBJECTIVES & RESULTS 3|WSPS.CA/AnnualReport April 2018 – March 2019 Customer Å Increase customer/member growth by 4% Active Customers (Direct) Achieved target of 11,390 (+14.9% over 2017/18) Non-billable Services Provided to 48% of active customers Engaged Workplaces & Communities (Indirect) Digital Channels (# of times message presented to users) 6,289,284 Partner Member workplaces reached via Partnerships 112,236 Customer Experience Overall Net Promoter Score (NPS) 57* Financial Å Achieve a balanced budget through revenue growth, cost containment and viable and alternative funding sources Invoiced Revenue $11.735 million Balanced Budget Achieved (funding claw-back offset by prior year's surplus) Processes Å Enhance customer experience and value through continual improvement of business processes in alignment with business plans and resources to achieve customer and MOL commitments Retain ISO 9001 Certification Achieved Granted QMS Certificate to ISO 9001:2015 People Å Strengthen leadership skills and continue development of healthy workplace culture Great Place Strategy Achieved implementation of a Healthy Workplace Action Plan that includes leadership training Learn & Grow Achieved 100% of eligible staff completed all mandatory Learn & Grow requirements * Net Promoter Score (NPS) is a management tool that measures customer loyalty. An NPS of over 30 is considered good, with most respondents as "promoters" of the program/service. The information provided above is an excerpt from the WSPS 2018/19 Corporate Scorecard

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