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March 2021
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Equiniti announces major business win

Leading software and services provider Equiniti ICS, part of the Equiniti Group has been awarded a multi-million pound contract to provide a complex case and complaints management solution for the Independent Police Complaints Commission (IPCC). This significant new business win demonstrates Equiniti’s increasing BPO offering and is the third successive contract won by the business in this highly specialised field.

The company won the IPCC sub-contract on the basis of its specific business knowledge, in-depth understanding of complex case and complaint investigations and the experience and track record of delivering similar contracts for the equivalent bodies in Northern Ireland and the Republic of Ireland.

The deal forms part of a wider contract win in partnership with Steria worth £45million. The 10 year contract will commence later this year and Equiniti is expected to contribute to improved access to information, enabling the IPCC to meet the stringent legislation and statutory processes governing the handling of complaints against the police forces in England and Wales.

Equiniti, the UK’s leading provider of share registration, retail investor services and employee benefits, signified its move into the BPO market earlier this year when it acquired ICS Computing, the software and service provider, and broadened its offering into HR & Payroll, Accounting & Distribution services and Public Sector Software.

The IPCC project win marks the first major contract announcement for the company since the takeover. Wayne Story, Managing Director of Operations at Equiniti said: We are delighted to have secured this major contract win with the IPCC which is further evidence of our increasing capability and reputation as a BPO service provider. The efficient management of cases is critical to the success of IPPC, which must demonstrate openness, transparency and accountability across its operations. The system provided by Equiniti is highly comprehensive and secure, and will enable the organisation to achieve increased efficiencies and flexibility to respond to current and future demands more efficiently.

IPCC Chief Executive Jane Furniss says, The tailored case management system provided by Equiniti will greatly assist our case workers and investigators at a time when we face ever increasing demands for our resources. In this climate we need a system that our staff can rely on to help them manage their time and complaints about the police. We hope the new system will help them do their job to a high standard, improving the “customer experience’ and increasing public confidence.

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