Our Vision
We believe communication is a powerful force for good, shaping a world built on trust, strong communities, and sustainable progress. Our mission is to harness this power to make the complex simple and the important possible.
Making Impact Real
We are on the path to B Corp certification, formalising how we measure what matters, setting clear targets, and ensuring transparent governance. Our formal impact framework, endorsed by our Board in October 2025, aligns with five core material issues where we can make the greatest difference.
Our 5 Core Impact Areas
Climate Crisis
We are committed to reducing our environmental footprint across energy, travel, procurement, and supply chains, aligning with science-based pathways.
Social Inequality
We work to reduce inequality by responsibly designing, communicating, and delivering services, ensuring equitable access and opportunity.
Ethics and Transparency
Trust is our guide. Ethical practice, transparent governance, and accountable leadership underpin our operations.
Access to Services
Clear, inclusive communication is essential for equitable access to services, which we measure through clarity, accessibility, and usability.
Mental Health
Healthy teams build healthy organisations. We are committed to supporting psychological safety, workload balance, and professional growth.
Customer and Client Satisfaction
Delivering meaningful impact for our clients is central to our purpose. We formally measure client satisfaction, value delivery and long-term relationship strength to ensure accountability and continuous improvement.
Our annual client survey provides structured feedback across service quality, value, impact and advocacy. Results are reviewed by senior leadership and inform operational refinement and strategic planning.
Client satisfaction results are:
- Reviewed quarterly by senior leadership
- Tracked year-on-year
- Used to identify improvement opportunities
- Integrated into performance and service development processes.
Where performance falls below target, corrective actions are identified and implemented to ensure continuous improvement.
Quarterly training and information sharing on DEI
ICON is an equal opportunity employer that values diversity and inclusion, and is committed to providing a workplace free from discrimination, harassment and bullying. We recruit, employ and develop people based on merit and capability, and we provide fair and accessible opportunities for all applicants and employees.
In support of this commitment, ICON will deliver quarterly DEI training and information sharing to build shared understanding and practical capability across the agency. Sessions will cover inclusive behaviours, accessibility and respectful communication, and will be updated to reflect staff feedback, client needs and relevant guidance. Participation and key actions will be recorded to support continuous improvement.
Governance, Accountability & Reporting
Impact is a governance commitment, not just marketing. Our Impact Committee is drafting the full KPI set for Executive and Board approval by Q2 2026. For this, we will:
- Identify our most material impacts
- Set measurable targets
- Track and verify data
- Report on progress and areas for improvement.
Our first formal KPI pack will be shared with staff in mid-2026, forming the foundation of our ongoing public impact reporting.
We look forward to sharing our impact journey and helping others achieve theirs.