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.

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.

By Charlie Tuxworth, Director of Software & Innovation, Equiniti

‘Ready Player One’, the book (2011) and movie (2018), is a view of a dystopian world where Virtual Reality (VR) is so compelling it has taken over from real life.

It’s often said that transformation starts with the customer. The consensus is that digitalisation should fundamentally seek to serve the customer better by reducing friction.

Data is the oil of the digital age. It helps power our economies, provide us with e-government services and - as we've seen from Facebook/Cambridge Analytic scandal - has become a valuable commodity in its own right. 

If ever there was a pivotal moment in the future of digitalisation that time is now. The Cambridge Analytica Facebook scandal, which has sparked controversy over foreign state interference and election rigging, has far wider implications.

Almost by definition ‘new’ technology doesn’t (or at least shouldn’t) stand still. For it to continue to be useful to the user it must evolve and stay relevant to their business needs and provide an excellent user experience.

Blockchain may be one of the most hyped terms in business technology, but for good reason - blockchain is proving to be a huge disrupter across most business sectors and industries.

With more and more public services moving online, are certain sectors of society being left behind?

Mobile working is nothing new, but thanks to advances in technology and organisational thinking, more employees now have the ability to work effectively while out of office, which is helping them to exceed their customers' expectations.

Digitising government will have its challenges due to the need for high levels of compliance, large volumes of personal data and a diverse range of mission-critical responsibilities.

There’s a lot of talk about how all businesses need to transform to become more market relevant and more efficient than the competition. A valuable tool in this drive for transformation is technology. 

A few years ago, we were discussing the app economy. Apps (i.e. applications, typically, on mobile devices) were revolutionary, or so it appeared. Everyone wanted an app and tech entrepreneurs fell over themselves to get in on the act. Even government departments and local authorities rolled out apps.

Agility and flexibility are the modern watchwords associated with the provision of digital services – and government is very much in the business of providing digital services.

The European Union’s General Data Protection Regulation (GDPR) is due to come into force in Spring 2018 and whilst all eyes are currently on the UK’s approach to Brexit, whether or not the UK is still part of the EU at this time is immaterial when it comes to data protection.

The European Union’s General Data Protection Regulation (GDPR) has been a long time in the making.

The threat posed to the reputation and bottom line of banks by the European Data Protection Regulation is very real and financial institutions need to be ready now to mitigate its potential effects.