Data Subject & Security Request System

Overview

The application helps organizations manage the frequency and magnitude of increasing data breaches. It revolves around the use and governance of personal data which includes everything from personally identifiable information to financial information, to information about a person’s career, education, health, family or criminal history. The application enables internal employees or external parties of the organization to have greater control over how organizations collect, store, transfer and use their personal data. It is built to handle 3 different categories of request that include:
1) General queries related to the personal data maintained
2) Security queries related to data breaches
3) Data subject access requests to access and update any pieces of information maintained in internal systems

The request for any new cases goes through the process of identifying high-risk areas, determining exposure and priority of the case, implementing changes and providing evidence of accountability and compliance. The application eliminates any privacy violation or disclosure of information related to an identified or identifiable natural person. This information can include posts on social media, email addresses, bank details and pictures.

Key Functionality & Features

• Multi-channel case intake
  • Enables the agent/initiator to get information about the case through Call, Chat, and Email. This is achieved via ICC integration and leads to a quick resolution of individual support requests and the best customer experience.
• Quick case resolution
  • The application comes with a number of tools that help the privacy specialists to resolve cases at ease. This includes the upload and management of documents, addition of quick notes, configuration of diary reminders, reassignment of the case to other users and ability to send emails or SMS to case reporters. Any new case can also be linked to existing similar cases.
• Records
  • All records hold detailed information about the case, requestor, category, and priority.
• Ask a question
  • The application lets any user quickly clarify any queries with other users across the system.
• Category-based workflow
  • Based on the category the cases are assigned to the respective case owners to resolve. Specifically on the data subject access request category, the task gets assigned to specific system owners for any retrieval, update or deletion of data.
• Service Level Agreement (SLAs)
  • With SLAs, you can specify the response and resolution time for any case filed in the system based on the priority. This enables the system to ensure that customer support plans are adhered to for the specified time. The application enables the user to manage all the checklist items with its respective SLA time as per the case category.
• Reports
  • Tracking the case resolution time and the case performance helps to bring accountability. Reports and chart data can be exported to Excel if required.
• Admin Actions
  • The system can manage all the lookups related to the case, the system owners for the respective system can be configured, and templates for the system owner task can be created and managed.