Our Strategy
SANBS strategy 2025-2030:
‘Serving with Heart’ and
building a better future
Our Strategy
SANBS strategy 2025-2030: ‘Serving with Heart’ and building a better future
Why this strategy matters
The SANBS strategy is built on the belief that saving lives goes beyond operational excellence, it is about building meaningful relationships with donors, patients, and stakeholders. By focusing on Customer Centricity, SANBS aims to create a culture of empathy, responsiveness, and excellence, ensuring every interaction is impactful and every donor, patient, employee, supplier, partner, etc., feels valued and appreciated.
What our SANBS strategy 2025 – 2030 is all about
Our strategy rests on six strategic pillars, with digitalisation as a key innovation lever. Although digital adoption has been slower than anticipated, the BECS implementation has provided valuable insights into organisational readiness and planning. Over the next five years, we will drive the effective adoption of digital innovations, balancing the rate of change with other business imperatives to ensure lasting impact.
Strategic pillars
The following content illustrates SANBS' strategic direction toward 2030, capturing our six strategic pillars, associated objectives, key initiatives, and metrics for success.
Donor Recruitment and Retention
This pillar focuses on bringing in new donors while keeping those who have already donated. With the launch of the Donor App, we aim to make it easier and more rewarding for people to donate blood, encouraging more regular donations. We will also introduce loyalty programmes and conduct surveys to understand and enhance the donor experience.
Strategic objectives
- Implement an integrated donor loyalty programme
- Develop strategic partnerships with key stakeholders to improve donor recruitment
- Implement a donor experience optimisation programme to enhance donor retention
- Conduct a comprehensive review of donor deferral criteria to reduce deferrals
Key initiatives
- Launch a loyalty programme – change to donor gifting principles based on feedback from donor groups
- Customer service training programme
- Review medical criteria & benchmark against intl. best practice
- Implement Donor App + CRM system integrated with SANBS back-end system + Website integration
- Develop partnership plan & approach for donor recruitment & retention
- Improve blood donation environment
Metrics for success
- Increased retention of donors
- Improved donor satisfaction
- Improved donation frequency (where applicable)
- Positive feedback experience including environment
- Decrease in number of deferrals recorded
Stakeholder Engagement and Partnerships
We recognise the importance of strong relationships with donors, healthcare workers, and suppliers. By developing programmes based on feedback from our donors, we can better meet their needs and expectations, ultimately improving the donation experience.
Strategic objectives
- Understanding donor needs and expectations
- Develop strategic programmes for donors based on survey results
- Develop integrated strategy for managing supplier relationships
Key initiatives
- Define survey objectives
- Develop technical specifications and evaluation criteria
Metrics for success
- Response rate
- Response quality
- Segmentation analysis
- Actionable insights
- Change implementation
- Donor retention
- Net Promoter Score (NPS)
- Donor satisfaction (DSAT) Score