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© May not be reproduced without permission of Financial Ombudsman Service Ltd 1 what is “information risk” and what should we be doing about it? Christina Somovilla & Aynsley Taylor
© May not be reproduced without permission of Financial Ombudsman Service Ltd 2 the Financial Ombudsman Service established by the Financial Services and Markets Act 2000 funded by the financial services industry complaints about regulated financial services and products can be brought by individuals and some small businesses we are now around ten times the size we were at the beginning started out in one building, we now occupy four
© May not be reproduced without permission of Financial Ombudsman Service Ltd 3 the Financial Ombudsman Service
© May not be reproduced without permission of Financial Ombudsman Service Ltd 4 the big issues 41% of organizations are not confident that their electronic information is “accurate, accessible, and trustworthy” AIIM Research, 2013 government and third sector lose £29bn a year through poor information management EDM group research, 2013
© May not be reproduced without permission of Financial Ombudsman Service Ltd 5 In the public imagination
© May not be reproduced without permission of Financial Ombudsman Service Ltd 6 defining “information risk” understanding information as a key business asset what value do we give it? how does it compare to other business assets?
© May not be reproduced without permission of Financial Ombudsman Service Ltd 7 what are the risks? two types of loss failing to exploit what we have not understanding its value not understanding its nature
© May not be reproduced without permission of Financial Ombudsman Service Ltd 8 internal and external our website sharing directly with other organisations publishing our decisions our case-handling system shared drives intranet
© May not be reproduced without permission of Financial Ombudsman Service Ltd 9 analogue and digital old wine in new bottles? applying methodology to all media and formats changing expectations of staff and customers opportunities from digitising content
© May not be reproduced without permission of Financial Ombudsman Service Ltd 10 what we are doing There are 3 separate strands of work: information security information rights information management…
© May not be reproduced without permission of Financial Ombudsman Service Ltd 11 what we are doing: information management Aims Find information quickly and easily Know what information we’ve got and where it is stored Sharing information appropriately Reduce the volumes of information we hold
© May not be reproduced without permission of Financial Ombudsman Service Ltd 12 what we are doing: information management Shared drive – what we had: Unstructured information Difficult to find information Out of date No ownership Lots of duplication Lots of personal data Silos of information No formal permission process
© May not be reproduced without permission of Financial Ombudsman Service Ltd 13 what we are doing: information management Shared drive – what we did Audit File plan Retention schedules Access control Local records officers Shared spaces Awareness raising Monitoring
© May not be reproduced without permission of Financial Ombudsman Service Ltd 14 what we are doing: information management Unfinished job! Expansion = less control Review of file plan Surfacing “lost” information More collaborative workspaces needed
© May not be reproduced without permission of Financial Ombudsman Service Ltd 15 what we want to do “information risk management” evaluate information identify risks consider likelihood consider impact appropriate and proportionate action
© May not be reproduced without permission of Financial Ombudsman Service Ltd 16 what we want to do information architecture community of practice join up with other projects and programmes cultural change
© May not be reproduced without permission of Financial Ombudsman Service Ltd 17 Q&A
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