Industry Ombudsman

The client had no compliant electronic records system, and about 93,000 documents were sitting in a platform that could not handle them properly. We delivered records management and a modern intranet as one program of work.

Why it mattered

As an ombudsman, the organisation handles sensitive dispute records that carry real retention and accountability obligations. The platform they had could not co-author, could not control versions, and could not search across the collection, so duplicates spread and staff could not be confident they had the current version of anything. Roughly 100 GB of documents needed to move without losing that history.

What we did

• Mapped the ground first. Business, technical, process and records mapping workshops to understand how records were actually created and used, not how the policy said they were.
• Implemented Records365. A software-as-a-service records layer sitting over SharePoint Online, so records compliance runs inside the tools staff already use rather than beside them.
• Built classification rules. Records classification integrated with SharePoint Online so documents are captured and retained correctly as part of everyday work.
• Migrated about 93,000 documents. Around 100 GB moved across, deduplicated and brought under version control.
• Built a modern intranet. Designed on a storefront and warehouse split: news and policies presented at the front, collaboration and document management behind it.
• Ran the project end to end. Initiation, scheduling, weekly reporting and a formal close-out, so the organisation always knew where the work stood.

The difference it made

• Records management that meets their compliance obligations, with co-authoring, version control and search that works across the whole collection.
• One place for news, policies and organisational information, instead of documents scattered across a system nobody trusted.
• Processes aligned to the Microsoft 365 E3 licensing they already paid for, so the solution added capability rather than cost.
• A scalable foundation that will hold as the document collection keeps growing.