Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture

& culture Next Steps Appendix

INENERGY COMPANY ART: Updated job profiles for agreed Customer

Services areas

Please see separate Organization Design document

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Next steps and delivery
 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Communicating the Target Operating Model to the Customer

Purpose of this communication
The purpose of Target Operating Model
communications is to communicate the Mission,
Design Principles and Vision Statements to
ENTITY personnel, Customer Services personnel
and Customer Services business partners to help
guide the work they do in the business.
Services business
Objectives of this communication
This communication has 3 objectives:
• Provide guidance for those ENTITY personnel who are designing a system to support the future Customer Services business
• Inform and inspire Customer Services personnel who can refer to the mission statement as the Purpose of this part of the
business
• Provide a clear direction to Customer Services’ partner organizations to help them understand the direction of the business

Stakeholder groups targeted Risks and mitigations

Customer Services ENTITY Partners Risk of confusing TOM and ENTITY messages Start to merge messaging into one
All ENTITY
Leadership team IT organizations
employees Employees disagree with direction set Link back to ENTITY messaging in comms
All ENTITY
All staff HR Lack of context from leadership about how to use Provide context in emailed comms
contractors

Channel Approach Start

Future ENTITY communications Embed language of ‘Make it Easy’ into all future ENTITY communications Q2
Customer Services town halls Introduce the language and vision messaging into future town hall communications Q2
Future Customer Services leadership communications Embed the language and vision messages into future leadership communications (emails) Q2
Office posters Start to formalize messaging into posters and office collateral to spread the message Q3
Formal communications Formally announce new direction to Customer Services and its partners Q4
Desk drops Provide employees with copies of ‘Effortless Customer Experience’ to mark formal launch Q4

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Target Operating Model Communications Plan

Approach

We plan to take a staged approach to communicating the Target Operating Model in order to avoid confusion with existing messaging being released by ENTITY. Our approach is
staged across 2019 and aims to bring together the ENTITY messaging and Target Operating Model Messaging into one in a natural way that avoids confusion at formal launch.

Q2 2019 Q3 2019 Q4 2019

Future ENTITY
Embed language of ‘Make it Easy’ into all future ENTITY communications
communications

Customer Services
Introduce the language and vision messaging into future town hall communications
town halls

Future Customer
Services leadership Embed the language and vision messages into future leadership communications (emails and videos etc)
communications

Start to formalize messaging into posters and office collateral

Office posters to spread the message

Formal Formally announce new direction to Customer Services

communications and its partners

Provide employees with copies of ‘Effortless Customer

Desk drops Experience’ to mark formal launch

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Appendix