GDPR has obliged companies to formalise their approach to Subject Access Requests (SARs). They must reveal information they hold or are responsible for in their supply chain, about an individual, why they hold it, and who has access to it, in response to a SAR. Organisations have one month to respond to a valid SAR. More...

Insurers should stop focussing on digital engagement with customers and instead focus on developing their role as an important provider of services to and with those organisations that have a daily role in customer lives. I hear a lot from Insurance executives about the need for the development of a rich digital experience for customers but much of this ambition seems to me to forget the reality that for many, if not the majority, of the population that the interaction with Insurers probably occurs no more than 3 to 4 times a year, and often that will be via an intermediary. More...

Let’s start with the easy bit – what digital transformation isn’t. It’s not councils buying a bunch of digital technologies and adding a second layer to existing processes and systems. That’s digital replicating analogue, expensively. Yes, it works – after a fashion – but it’s inelegant, unwieldy and is a continuation of business as usual, rather than a true transformation. That requires a shift in focus from the provision of a series of individual services (the analogue way) to an approach that places the citizen’s needs at its heart. More...

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