The Ombuds Blog: RBC Ombuds Office Implements New Case Management Software

May 01, 2008

RBC Ombuds Office Implements New Case Management Software

The Royal Bank of Canada Financial Group Ombuds office has implemented new software to improve the management of employee and customer concerns. The RBC Office of the Ombudsman has upgraded from a system based on a Lotus Notes database and Excel spreadsheets to software developed by Customer Expressions. RBC Ombudsman Wendy Knight said that the centralized system reduces time to retrieve case information and makes it easier to identify trends. (Press release by Customer Expressions via PR Leap.)

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Organizational Ombuds

Organizational Ombuds serve as a confidential, independent, neutral and informal dispute resolution resource for a specific entity. They are accessible to a defined population and can advocate for fairness. These unique characteristics distinguish Organizational Ombuds from Classical Ombuds, mediators, arbitrators, and other alternative dispute resolution professionals. The term "Ombuds" is shorthand for "Ombudsman," "Ombudsperson" and "Ombuds Officer," which also are used widely.

Some other variants include:

Austria -- Ombudsstelle

Brazil -- Ouvidor

Croatia -- pravobranitelji

France -- médiateur/defénseur

Germany -- Ombudspersonen

Italy -- difensore

Netherlands -- ombudspersoon

Norway -- ombudet

Poland -- Rzecznik

Portugal -- provedor

Russia -- омбудсмен

Spain -- ombudsman organizacional

Sweden -- studentombud

Switzerland -- ombudsmann

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May 01, 2008

RBC Ombuds Office Implements New Case Management Software

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