Values

Mission: Why we exist

To help the people we serve improve their health, well-being and security.

Imperatives: What we do

Have the best people

• Commit to being the best and having the best people working collaboratively toward common goals
• Constantly upgrade skills and capabilities
• Seek, manage and embrace diversity in sources, backgrounds, experiences and points of view

Know our customers

• Develop “customer insights capability” that is world-class
• Understand unmet and latent needs
• Leverage those insights across everything we do

Nail the basics

• Flawlessly execute the fundamentals
• Identify and eliminate customer “pain points”
• Meet or beat customer needs

Improve all the time

• Get better every day, every month, every year
• Drive continuous cost and quality improvement
• Be a “learning organisation;” have a thirst for new ideas; refresh our “view of the future”
• Innovate like crazy; experiment, using pilots to learn

Live and breathe performance

• Demonstrate and demand personal accountability, owning results, rewards and consequences
• Continuously upgrade performance standards
• Ensure resources (time, money, people, mindshare) are aligned to maximize value creation