Technology enables organizations to become more competitive and productive by allowing new and different working practices, supporting process efficiencies and automating manual tasks. While delivering the right IT products and services to fit the needs of the customer and provide best value is essential, ensuring that any on-going services and support provided to customer's employees and customer's customers match their expectations is just as important.
Increasingly, suppliers of IT solutions who provide on-going services for their customer's employees (whether directly to their IT department or directly to employees) and customer's customers (for example as an outsourced service) need to provide service that supports growing expectations by employees and customers, the need to comply with their industry and governmental regulatory environments and to support their different methods of working.
As a supplier and consumer of IT Business Management software and services for both IT and customer service, Touchpaper provides solutions for many other organizations in this sector. As a result, our customers can deliver the efficient and high quality support services necessary to enable their own customers' to meet their organizational goals.
Touchpaper's customers in IT and Communications include Cable and Wireless, BT, MCI Worldcom, Sage, Banctec, Diagonal Consulting and Room Underwriting.
Read the latest Touchpaper case studies in this sector.
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For over 20 years, Touchpaper has been proactively helping public sector bodies achieve government-set targets and respond to new initiatives. Our solutions are underpinned by best practice standards and are easily tailorable to meet individual organization's needs, allowing public sector organisations to deliver high-quality services to both employees and citizens alike.
We have always held a strong presence in the Public Sector with over 200 customers from central government; local government; city, state and federal government, health; defence; criminal justice and education.
Our dedicated team ensures an understanding of the unique challenges that face the public sector given the drive toward e-government, ICT efficiencies and citizen-centric services.
Socitms ninth annual survey of application software used by local authorities reveals that, after in-house developed products, Touchpaper is the most popular Local Authority supplier of IT Helpdesk solutions.
Please click here for more information about Touchpaper in the NHS.
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The challenge for central and local government is to deliver the high quality services that employees and citizens demand at an affordable cost and in a timely manner. To achieve this, government organisations need to increase efficiencies in the way they use ICT systems and also more effectively integrate cross department and agency processes to provide effective support for front line staff and members of the public.
Touchpaper's IT Business Management solutions are enabling government organisations across the world to drive high performance through technological efficiencies and to achieve best practice citizen and ICT services and support throughout their organisations.
Touchpaper customers in these sectors include The Audit Commission, Bristol City Council, The Ottawa House of commons, The Montana Department of Labor, The UK Department for International development (DFID), The UK House of commons, Staffordshire County Council, The US geological Survey and the UK Prime Minister's Office.
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UK Freedom of Information Act
On January 1st 2005 The Freedom of Information Act 2000 (FOI), the Freedom of Information Act (Scotland) and the Environmental Information Regulations 2004, all came into full legal force.
The new laws gave anyone the right to request information from any public authority including central government, local authorities, NHS services, schools and colleges, courts and police.
Over 50,000 public bodies across the UK must now log, manage and respond within 20 working days to all information requests
This Freedom of Information legislation extends the right of access to personal data under the Data Protection Act 1998, to include and allow access to all types of information held, whether personal or non-personal.
The penalties for failure are severe - escalating legal enforcement, fines, and in severe cases up to 5 years in jail.
Touchpaper Citizen Support System
The Touchpaper Citizen Support System is a rapid and effective solution to all of the UK's existing and new FOI legislation. Quick and easy to deploy, it enables public authorities to meet multiple information requests on time, successfully manage and report on their performance, and embrace all essential changes in working practice.
The Touchpaper Citizen Support System has been configured to meet the requirements as defined by the Department for Constitutional Affairs:-
Download the Touchpaper White Paper highlighting the ICT and process implications of Freedom of Information.
ICT Efficiencies in UK Local Government
The Gershon report of July 2004, an independent review of public sector efficiency, identified annual savings of over £6.45 billion attainable by 2007, much of which can be delivered by the application of IT. The government's own target was to achieve 100 per cent electronic service delivery by the close of 2005. The issue of public sector IT service delivery was given added significance in November 2005 with the launch of the Government's Transformation Enabled by Technology policy document, which aims to make IT delivery more professional and achieve better results.
When implementing Gershon, local authorities will face three main ICT-related challenges:
- Introducing ICT support processes that are robust enough to cope with all reasonably foreseeable events
- Integrating the use of frameworks such as ISO20000 and ITIL into existing applications and processes
- Maximizing the use of service management technologies to enable the most effective employee and citizen-centric support and communication
Click here to download the Touchpaper survey of how 80 UK local authorities are managing the pressures of ICT efficiencies and the Gershon agenda for efficiency savings.
Download the Touchpaper White Paper on How to Manage the ICT Dependency Culture in Local Government.
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Delivering high quality, relevant and available higher education is key to passing on the skills that suit the needs of today's competitive knowledge-based economy and for reducing the inequalities in society.
Growing student numbers, widening participation and an increasing range of stakeholders make accessibility and service two of the fundamental elements of every institution's strategy for attracting and retaining student numbers, alumni and investors. Today's higher education establishments are no longer confined to local, face to face teaching but offer distance learning, e-learning, and international learning. They have to establish processes to ensure compliance with varied and increasing government mandates and meet the demands of an increasingly IT literate student and alumni population.
Touchpaper's ITBM solutions are helping numerous higher education institutions across the world to meet and exceed these demands. Our customers include The London School of Economics, The London Business School, Leeds Metropolitan University, The University of the West of Scotland, The UHI Millennium Institute and The Northern Illinois University and the University of Colorado.
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Whether managed in the private or public sector, the demands on the healthcare service across the world are intensifying, with all patients now expecting increasingly higher standards in the quality and timeliness of care.
Over the last few years, we have seen an increasing dependency on the provision of IT for clinicians, general employees and patients alike. To work effectively, sharing of knowledge, agreed standards for processes, open and available communication internally and externally with patients and suppliers as well as integration between applications used in the private and public sector, health and social care are all required.
Touchpaper has been working with the healthcare industry for many years to facilitate the provision of first class services for patient and IT programmes, increasing the efficiencies of front line staff, improving patient experience and facilitating immediate management reporting and tracking.
Touchpaper customers in this sector include Danbury Hospital, USA, North Memorial Healthcare, Swindon and Marlborough NHS Trust, Royal Free Hospital, The General Medical Council and the Heart of England NHS.
Read the latest Touchpaper case studies in this sector.
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Faced with tougher competition both locally and abroad, legal firms across the world are adapting to a future based on a global legal community that supports increasingly knowledgeable and technologically literate clients.
In addition, ensuring compliance with government regulations such as for money laundering and increasing consumer rights requires instant access to knowledge, effective case and call management and close integration with government-led technology initiatives.
All of these lead to a higher dependence on IT and have a direct impact on the way that information is communicated, tracked and shared both internally with employees and externally with customers, clients and other bodies such as government organizations and lobbyists.
Touchpaper has an established base of legal customers including Freshfields, Osborne Clarke, Herbert Smith, Mishcon de Reya and
Richards Butler.
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Today's retailers have an growing dependence upon technology. For example, the introduction and maintenance of Chip and PIN technology, servicing POS systems across multiple locations and time zones, keeping technology used by millions of staff with varying levels of skill and experience constantly available, providing multiple channels for sales and for customer service and integrating with complex supply chain systems.
In addition, delivering differentiation in the eyes of the consumer through clear brand advantage and innovative customer service has become increasingly important. The effective and efficient use of technology can make a significant impact on continuing success, profitability and growth.
Touchpaper customers in retail include The John Lewis Partnership, one of the UK's top ten retail businesses, The Body Shop, Next, Harvey Nichols and Bebe Stores.
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Financial Services
All over the world, financial services institutions are one of the biggest contributors to the global economy as well as being major employers. Although totally different, the three main sectors of financial services - banking, capital markets and insurance - face many similar challenges:
- Meeting the demands from increasingly informed and technology literate customers where satisfaction and service levels will determine customer loyalty
- Competing in a consolidating market where major, global institutions and smaller, niche businesses will have to differentiate themselves through the customer experience they offer
- The need for to grow productivity and increase efficiency through employees and technology
- The need to comply with, audit and report on both local and global regulations- for example those applied by the Securities and Exchange Commission (SEC) in the USA and the Financial Services Authority (FSA) in the UK
Touchpaper's IT Business Management solutions are in use throughout the financial services industry, helping institutions to introduce processes that ensure compliance, provide a high level of IT services to thousands of employees, improving their productivity and job satisfaction and deliver clearly differentiated customer service through easy access to information and on-line services.
Touchpaper customers in financial services include Merrill Lynch, Lloyds TSB, Cheshire Building Society, Intelligent Finance, Limit Underwriting, Mishcon de Reya and The Royal Bank of Scotland..
Read the latest Touchpaper case studies in this sector.
UK Financial Services Authority Treating Customers Fairly
Clive Briault, Financial Services Authority (FSA) Managing Director, Retail Markets said that "Fair handling of complaints is one of the key indicators that firms are treating their customers fairly". (The UK FSA is an independent non-governmental body, given statutory powers by the Financial Services and Markets Act 2000).
For more than 20 years, Touchpaper has been assisting customers in the financial services sector including Lloyds TSB and Alliance and Leicester, to manage customer complaints in a consistent manner and meet the requirements of the FSA. The FSA's current campaign of non-prescriptive principles referred to as 'Treating Customers Fairly' (TCF) requires organisations to manage effective complaints handling as part of a broad range of customer focused policies.
Download the recent Touchpaper survey of senior compliance officers specifically about TCF
Click here to download the Touchpaper Discussion Paper on "Approaches to Treating Customers Fairly"
Download the Touchpaper TCF datasheet
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It is vitally important for not for profit and charitable organizations to demonstrate that they are delivering effective and fair use of the resources provided to them (including their fund providers' and their donors' time and money). They must also respond to employees', donors' and members' requirements for access to the services and information they need, regardless of location or time zone. Many organizations also have to comply with legal obligations for management, tracking and reporting.
Efficiency in daily operations helps ensure that the maximum resources are available for use in beneficial programmes. Maximizing the effectiveness of IT through the provision of intelligent, self learning, self-healing, and pro-active systems that provide automatic user and customer service, system, network and fault tracking and monitoring can be a major contributor to this.
Organizations in this sector that have taken advantage of Touchpaper's ITBM solutions include The Big Lottery Fund, The British Museum and the WWF.
Read the latest Touchpaper case studies in this sector.
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