14 INTEGRATED ANNUAL REPORT 2023 NCT and the “member-centric” service offering to members It must be recognised that member service is not specifically limited to the Member Services Department. Whilst the Member Services Department acts primarily as the interface between the member and the Co-operative, the overall NCT service offering is a collective from the various interlinked and specialist Departmental components comprising the organisation. This collaboration of service offering is a necessity within an ever-complex operating environment which definitely can no longer be considered “normal”. The following narrative provides an outline of the key operational environmental complexities or events that unfolded during the course of the year and the specific manner in which NCT addressed each of them, or actively pre-empted occurrence of potential hurdles. Given the essence of the Co-operative, a “member-centric” approach is generally adopted, but without ever losing sight of critical “business-centric” considerations in the best interests of member sustainability. The report explores the actions taken by NCT in addressing operational challenges, complexities and events that occurred during the year.
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