We always deploy our proven governance structure to ensure that we manage operational risk appropriately on your behalf with a focus on consumer protection and delivery of appropriate outcomes for your customers.
In keeping with industry good practice, we operate a ‘three lines of defence’ model. The approach provides you and Capita with a basis for the oversight, assurance and reinforcement of risk management obligations, both internal and regulatory, to be embedded in day-to-day business operations and senior management responsibilities.
We are also able to introduce our Operational Control Frameworks (OCFs) in to your business. Our OCFs offer a proven way of embedding compliance and risk management structures whilst encouraging innovation and delivering tangible service improvements.
Where we manage your services we can embed our award winning OCFs to ensure you can be confident we are operating a controlled business on your behalf, and meeting regulatory and other governance responsibilities.
Capita Operational Control Frameworks are as follows:
- Treating Customers Fairly
- Process and Procedures
- Breaches (incidents)
- Training and Competence
- Root Cause Analysis
Our frameworks are fully integrated and support and complement each other, recognising there is no ‘one size fits all’ approach to implementing and embedding them into, or across your organisation.