The Ombudsman has partnered with TCS to help achieve its goal of preventing complaints and unfairness, and for better serving and supporting its customers. Leveraging its PACE innovation ecosystem, TCS will design and implement a new greenfield Digital Customer Portal that will improve the experience for complainants and respondents.
“This partnership with the Ombudsman strengthens our collaboration in the UK public sector financial services, and we are pleased to be their partner of choice for future-proofing their technologies and managing their digital transformation strategy,” said Amit Kapur, Head, TCS UK&I.
TCS will also develop and maintain a complaint management and reporting system to enhance the Ombudsman’s public service offering and organisation performance.
“We are delighted to be partnering with TCS to help support the transformation of our service. We share a common desire to create digital channels that make a difference in serving all our customers, both businesses and consumers, by increasing accessibility to our service and improving our response times,” said Nicola Wadham, Chief Information Officer, The Financial Ombudsman Service.
TCS is the largest IT service provider by revenue in the UK with roughly 18,000 employees. The strategic partnership follows a competitive procurement process launched in July 2021, as part of the Ombudsman’s commitment to continual improvement of its technology and digital services.
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