Provide help and support
Provide help and support to customers, staff and third parties to help them follow correct processes and encourage them to comply with rules and processes and meet expectations.
Why this countermeasure matters
Lack of help and support for individuals to understand requirements and follow correct processes may lead to:
- frustrated staff, clients or third parties – this can motivate them to commit reckless fraud or allow them to rationalise fraudulent or corrupt behaviour
- clients, staff or third parties acting in an inconsistent way or making errors resulting in higher levels of non-compliance
- weaknesses in processes and controls which fraudsters can exploit
- less visibility of fraud and corruption risks
- fraud or corrupt activity going unnoticed or unchallenged.
How to put this countermeasure in place
Some ways to implement this countermeasure include providing:
- telephone support and coaching
- web content, chat-bots and FAQs
- regular communications on updates and requirements.
How to measure this countermeasure's effectiveness
Measure the effectiveness of this countermeasure by using the following methods:
- Confirm the existence of help and support guidelines.
- Conduct trend analysis of call wait times.
- Conduct a business process analysis to assess program accessibility. For example, is it easy for clients to access help and support through multiple channels?
- Undertake testing or a process walk-through to confirm that help and responsive support is provided.
- Confirm the existence of a feedback and reporting loop to make sure help and support guidelines remain relevant or can be improved.
- Undertake a staff census and particularly ask questions relevant to coaching, communication and support.
- Review APSC Census Results if you are Commonwealth entity.