The Office of the Police Ombudsman for Northern Ireland (OPONI) complaint management system had been in operation for several years. However, the system’s limitations were becoming more apparent and it was evident that a more robust system was needed to cope with the organisation’s changing needs.
OPONI required a complaint management system that would help manage complaints more effectively and provide a better service for the public. Equiniti developed a fully-customised complaint management system which efficiently streamlines OPONI’s complaints processes. The system also records a rich variety of complaint information and has inbuilt management controls and sophisticated business intelligence reporting.
The structure of the solution is inherently flexible, empowering OPONI’s IT resources with rich administrative functionality, and allowing a number of the OPONI’s business processes to be changed and document types updated without major code revision. The solution enables OPONI to manage the life cycle of all case details, documents, and exhibits from creation right through to archival or disposal.