Financial Ombudsman Service

In order to maintain and improve its performance, The Financial Ombudsman Service wanted to monitor its complaints handling process. To achieve this, it was faced with the challenge of migrating ombudsman schemes from five separate legacy systems into a new system, while maintaining consistent statistical reporting.

We built a management information system that comprised of an Oracle database, SAP BusinessObjects technology and Blueprint utilities. The system allowed our customer to produce ad-hoc reports and to publish 300 regular reports automatically through its intranet.

The Financial Ombudsman Service can now accurately measure its performance and share this information with consumers and the financial sector, at much lower cost. The system also allows the organisation to pinpoint problem areas, helping to prevent complaints arising.