Last week, in part 1 “Operations and Compliance – Human Resources”, we discussed how compliance is not only the job of the compliance management team but each individual. In particular, we looked at Human Resources and Process Adherence. This week we look closely at how Audit and Control, Timeliness and Underlying Systems also come into play.
Audit and Control and Compliance
Every change in key tables in the OPX set up are maintained holding the before and after images of the data, as well as who changed what and when. This allows for complete set up auditability to ensure that there is an audit trail for any changes.
All checklists and web forms hold the data entered indefinitely and when you create these we automatically create a reporting model for you. This enables you to create reports and dashboards from the data gathered in the checklists and forms that you just created.
Control of the management and set up in OPX is at a granular level, by job roles that we provide or you create. These can be enhanced against the functionality. Every application feature on the Managers and Administrators applications is controlled by job roles, so you can easily change them, allowing you to ensure that no one person can set up the skills for the users AND the skills required for a process activity. This creates further segregation of duties among super users.
It’s probably no surprise but our event-based system tracks for every administrator, who did what, when and with what cases, or core data items (stub file records). This information is held indefinitely unless your dba’s look to remove it.
Underlying Systems and Compliance
OPX sits on top of the existing administration systems, however it also has other built in compliance features such as identification and verification to ensure any incoming calls are from those who are authorised to get the information, or initiate the tasks. The client contact widget also has the ability to record VOD’s (voice of dissatisfactions) and if installed, launch the full-blown complaints module.
When an underlying system has a slower rate of change than the OPX platform for meeting new compliance checks, then some of these new requirements can be implemented using OPX checklists and web forms that are sitting on top of the underlying system. Meanwhile the underlying systems can be upgraded or enhanced (if required) to add the compliance checks themselves.
Timeliness and Compliance
Often regulations involve timeliness aspects, for example, one could see that the TCF (treating customers fairly), has two timeliness areas associated with two of the 6 outcomes:
- Outcome 5 – Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect
- Outcome 6 – Consumers do not face unreasonable, post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
In Outcome 5 we have the acceptable standard of service which OPX helps with by ensuring the Service Level Agreements (SLA) are being met. These can be monitored and managed to ensure they are met, whilst OPX can provide reports on any issues of service timeliness by providing a full case history showing where the time was spent and whether there were client-side delays in the service provision.
In Outcome 6 we also have an implied timeliness factor. For example, if I am making a claim, OPX can ensure that it is monitored and dashboards are created to track its journey. OPX also has an inbuilt escalation engine that can be used to escalate any cases that are sitting in the queue for too long. OPX automatically ensures that they are put toward the head of the queue and don’t miss any timeliness guidelines.
In summary, OPX allows you to manage compliance procedures by providing data, reports and associated dashboards customised to your needs . Such as:
- Who: Which administrators or managers carried out the work
- What: Which specific cases were worked on
- When: Detailed, traceable activity logs of exactly what happened during the processing of a case
- Audit: OPX has the details of who changed what in the set up and when
- Control: OPX creates reports and dashboards that can run over the end-user created checklists and web forms
- ID&V: Identification and verification of incoming requests by phone
- Timeliness: OPX can manage and report on service level agreements
Try your own OPX demo
OPX is an award-winning back office workforce optimisation tool, championed by some of UK’s leading financial institutions. Seeing really is believing however – so why not create your own compliance dashboard today? Contact a member of our team to discuss your own OPX demo.
(Image courtesy of Blue Diamond Gallery)