Insights and Resources

Top 5 tips for implementing an effective Complaints Management System

11 Dec 2018

Dealing with customer complaints effectively is a challenge that presents itself to companies and organisations across the world, particularly those who provide a service to customers. 

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Document management implementation

26 Nov 2018

A six step checklist for effective document management implementation. 

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The evolution of document management

19 Nov 2018

Gone are the days when document management constituted an overstuffed filing cabinet. Now, document management solutions can be used to systematically organise and process both paper and digital documents, but this isn’t without its challenges.

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Why the public sector need document management systems

15 Nov 2018

Data governance is becoming increasingly important in the public sector to ensure information is shared securely. 

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Effective complaint handling in the public sector

15 Nov 2018

A seven step guide to handling complaints effectively in the public sector.

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Under Pressure: The challenges a Data Protection Officer faces

13 Nov 2018

Following the adoption of the GDPR in May 2018, the role of the Data Protection Officer (DPO) within an organisation has become even more important, focusing on guiding organisations safely through the compliance minefield of data protection legislation.

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Managing Subject Access Requests

12 Nov 2018

One topic that has been at the forefront of everyones mind is GDPR.

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Five reasons complaints can benefit public bodies

12 Nov 2018

All public bodies who provide a service to citizens will inevitably deal with complaints and unfavourable feedback from time to time; no operation can deliver faultfree services all the time, however hard they may try.

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Complaint Management Process: Four Key Benefits

10 Nov 2018

As we continue to move forward in a world where citizens want bigger and better levels of engagement and interaction with organisations than ever before, the importance of an effective feedback and complaint management process is growing.

 

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The importance of Root Cause Analysis

08 Nov 2018

Complaints management in the public sector

As a nation, we’re experts at complaining and expect our grievances to be heard. 

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Streamlining the complaint management process

04 Nov 2018

How public sector bodies manage, record and report complaints can vary drastically. It’s not unusual to see public sector bodies relying on manual paper and pen, or excel based complaint management. 

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Why complaint handling needs to change

01 Nov 2018

UK citizens have been making complaints to the Parliamentary and Health Service Ombudsman for over fifty years.

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