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Case Management System (CMS) 2020 plans: pause and review

Ombudsman Services | March 03, 2020

RELEASE UPDATE | 24 Mar 2020

This update has now been successfully deployed.


Our Case Management System (CMS) is the online platform through which complaints to Ombudsman Services are raised, managed, progressed and resolved.

It is used by consumers, member companies and Ombudsman Services colleagues.

Over the past year or so we have demonstrated our commitment to CMS by investing in a programme of improvements and enhancements based on user feedback and analysis.

We have also ensured that member companies are given appropriate notice of forthcoming improvements, with release notes being shared in advance so that users have the chance to familiarise themselves with changes before they are implemented and prepare accordingly.

Feedback provided through various forums and channels suggests that the result of this investment has been an improvement in the CMS user experience for all user groups.

Next steps: pause and review

Rather than continue to implement incremental CMS improvements, we have decided to focus on understanding:

a) the functionality and user experience CMS currently offers – including strengths and limitations; and

b) how best to get from where we are today to delivering a high-performing, effective, easy-to-use platform that delivers an excellent customer experience for all users.

We are confident that this ‘pause and review’ period will enable us to deliver maximum impact in a cost-effective way that makes best use of our resources.

Please note that you won’t see changes / releases being implemented during at least Q2 and Q3 2020.

During this time, we will continue to review costs, resource requirements, platform partners and deliverables associated with CMS.

We will also continue to gather user feedback that will inform future improvements. Routine maintenance, compliance and quality checking will continue as normal during this ‘pause and review’ period.

It is likely that users won’t notice anything different during this time. Current functionality won’t be negatively impacted.

PLEASE NOTE: The CMS release due to implemented on March 24 2020 at the earliest, which includes changes to Facilitated Complaint Resolution (FCR) processes, will go ahead as planned.


  • After the next CMS release, which will be implemented on March 24 2020 at the earliest, we are pausing releases (enhancements and improvements) until at least Q4 2020.

  • This ‘pause and review’ period will enable us to carry out a wide-ranging review of CMS and identify future development priorities.

  • We remain fully committed to CMS as a platform and will continue to invest in it.