Insights and Resources

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. 

A six step checklist for effective document management implementation. 

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.

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

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

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.

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

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 fault‑free services all the time, however hard they may try.

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.

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

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. 

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