Improve key processes so they are more
efficient and work more effectively for our people.
In 2023:
We improved our planning and
governance processes.
In 2023, we continued to optimise our planning
and reporting processes, moving to a more agile
quarterly approach, allowing us to respond to
the internal and external landscape flexibly. We
produced an overarching plan that brings together
the activities that enable the delivery of our services
and fundraising in one place. We also launched a
new governance structure to oversee the delivery
of our charitable spend, bringing crossorganisational
alignment.
We created better work environments
to support our colleagues to deliver their
best work.
We want our colleagues to thrive in areas that best
suit their working style and to feel respected and
comfortable at work, whether they work solely as
home workers or on a hybrid contract. In response
to this, we made some adjustments to our London
office including new collaboration spaces for
colleagues to come together, and introducing
gender-neutral toilets in addition to our existing
gender-specific facilities to ensure we are creating
a space that is inclusive and welcoming to all
our colleagues. We also introduced free period
products in our London and Shipley offices, and at
our Horizon Centre.
We confirmed our move to a new London
workspace in 2024 that is accessible, inclusive, has
sustainable credentials and is more cost-efficient in
the longer term.
We reviewed and improved the experience
of our technology and systems.
We reviewed how we use technology at Macmillan
including customer relationship management
platforms and income processing software to ensure
that our tools and technology allow colleagues to
work as efficiently as possible. We continued to
modernise Macmillan's technical estate and removed
outdated computing software and hardware.
As a result, we:
• Upgraded a number of processes and systems to
capture, store, analyse and use customer data to
improve experience.
• Built a secure cloud-based data platform to
enable us to have a more consistent real-time
view of our performance and customer data.
• Moved our income management and finance
system to a secure managed cloud environment,
to reduce reliance on outdated infrastructure.
• Successfully upgraded the digital content
management system for the Macmillan website,
improving availability, security, resilience,
and performance.
We also developed and implemented an
organisation-wide data governance framework to
ensure standardised data structures for better, faster
and more accurate reporting, clearer data-quality
standards and streamlined data-change processes
for faster and more efficient delivery.
This work lays essential foundations for the future
of Macmillan's data and technology landscape,
ultimately allowing us to improve the digital services
we are able to offer.
We improved environmental, social
and governance practices within
our operations.
We set out how we will continue to improve
the environmental, social and governance
(ESG) practices at Macmillan. You can find more
information about our progress in this work from
page 64.
We improved our processes for
managing risk.
Understanding, managing and mitigating risk is an
inherent part of our planning and operations. Find
more information about our approach to risk from
page 77.
47
Environmental, social
and governance review
Financial review
Strategic report
Overview Financial statements Thank you
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