Potential drawbacks of CRM systems

In this guide:

  • What is a customer relationship management (CRM) system?

    Understand what a customer relationship management system is, how it works and how it can help you turn customer data into actionable insight.

    A customer relationship management (CRM) system is an IT technology that allows you to manage the business relationships you have with your customers, service users and suppliers.

    What does a CRM system do?

    CRM is a software or a tool that provides a central place for storing all your customer data and sharing it with other teams within your business. It allows you to create records and track the history of all your interactions with the customers, including:

    • phone calls
    • emails
    • meetings
    • presentations
    • service enquiries
    • leads
    • purchasing habits and preferences

    As well as tracking contact history, in most CRM systems you can also:

    • add notes
    • schedule follow-ups
    • assign tasks to staff
    • generate reports and sales forecasting

    Why have a CRM system?

    With all your information collated in one place, it becomes easier to understand and anticipate the needs and behaviours of your customers. This, in turn, allows you to:

    • keep customer contact relevant, personal and up-to-date
    • modify your business to better serve your customers
    • identify new leads and sales opportunities
    • win new business

    In essence, CRM can help you to recognise the value of your customers and capitalise on improved customer relations. The better you understand your customers, the more responsive you can be to their needs. See more on the business benefits of CRM systems.

    Do I need a CRM system?

    Not all businesses need a full CRM system. If you are a sole trader or you typically have very few leads and no repeat business, the costs of enterprise-level CRM software may outweigh the benefits. Find tips to help you decide if your business needs a CRM system.

    Even the best CRM system will need to be properly managed, if you are to make the most of its features. Without good management, significant challenges can arise - such as creating duplicate records and accumulating vast amounts of incomplete, unnecessary or out-of-date data. It's important to consider the potential drawbacks of CRM systems.

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  • Types and examples of CRM software

    Understand the main types of CRM systems and find examples of outsourced, off-the-shelf and managed CRM software solutions.

    Customer relationship management (CRM) is important in running a successful business. The better the relationship with your customers and suppliers, the easier it is to conduct business and generate revenue.

    Technology can greatly help you to optimise your CRM and make your service more efficient, cost-effective and reliable.

    Types of CRM systems

    Different types of CRM software exist. Most are capable of performing key CRM functions - storing, tracking and sharing your customer data. However, many software solutions can also support specific business goals. For example:

    • operational CRM can help better manage your day-to-day operations, such as marketing, sales and customer service
    • analytical CRM can help track customer interactions or improve your customer acquisition and retention processes
    • collaborative CRM can strengthen engagement across various departments, suppliers or stakeholders

    See also what is a CRM system.

    Examples of CRM solutions

    CRM software typically falls into four broad categories: outsourced, off-the-shelf, bespoke and managed solutions.

    Outsourced CRM solutions

    This includes web-based CRM solutions for your business, including cloud CRM software. This approach is ideal if you need to implement a solution quickly and you don't have the in-house skills to tackle the job from scratch. It is also a good solution if you are already geared towards e-commerce. For examples of CRM systems and their features, see this comparison table.

    Off-the-shelf CRM solutions

    Several software companies offer CRM applications that integrate with existing packages. Cut-down versions of such software may be suitable for smaller businesses.

    Off-the-shelf products are generally the cheapest option as you are investing in standard software components. The downside is that the software may not always do precisely what you want and you may have to trade off functionality for convenience and price. The key is to be flexible without compromising too much.

    Bespoke CRM software

    Consultants and software engineers can customise or create a CRM system and integrate it with your existing software. However, this can be expensive and time-consuming. If you choose the custom-tailored option, make sure that you carefully specify exactly what you want. Costs will vary, so it may be worth getting several quotes from different reputable professionals.

    Managed CRM solutions

    A half-way house between bespoke and outsourced solutions, this involves renting a customised suite of CRM applications as a bespoke package. This can be cost effective but it may mean that you have to compromise in terms of functionality.

    Find tips to help you decide if your business needs a CRM system.

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  • Business benefits of CRM systems

    Key benefits of customer relationship management systems that can help improve customer satisfaction, retention, acquisition and processes.

    Customer relationship management (CRM) can offer significant advantages to most businesses. No matter what your industry or size - or the type of products or services you offer - customers are the single most valuable business asset. They are the main source of revenue and the foundation of any business' success.

    The key to happy customers lies in understanding them. This is exactly what a CRM system helps you to achieve. If you are not sure what a CRM system does, see what is a CRM system before assessing the potential benefits to your business.

    Benefits of CRM software

    CRM tools can help you to identify, understand, and assist your customers. Some of the notable benefits of using CRM in business are:

    • efficiencies, particularly in data management
    • better collaboration and communication across departments and teams
    • greater accountability
    • improved customer experience
    • better reporting and analysis capabilities

    You may also be able to reap the financial benefits of CRMs. For example, you may be able to:

    • increase sales by anticipating customer needs based on historical trends
    • cross-sell products by suggesting alternatives or enhancements
    • identify which of your customers are profitable and which are not

    Other reasons why you need a CRM system

    Most CRM software can integrate with other tools, for example, marketing automation systems. This can help you:

    • interact with customers in a way that wouldn't otherwise be possible
    • target marketing communications according to specific customer needs
    • segment your customer base and tailor your marketing to groups or individuals

    Ultimately, a CRM system can help you:

    • improve customer satisfaction and retention
    • maintain good reputation in the marketplace
    • increase value from your existing customers
    • reduce costs associated with supporting and servicing customers
    • increase your overall efficiency
    • reduce the total cost of sales
    • oversee all interactions during the full customer life cycle

    Keep in mind that implementing a new CRM can involve considerable time and expense. Carefully consider the potential drawbacks of CRM systems before committing to change.

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  • Potential drawbacks of CRM systems

    Understand the potential challenges and risks of implementing customer relationship management systems, and how to avoid them.

    Implementing a customer relationship management (CRM) solution is a great way of making the most of your business assets. However, problems in implementing a CRM can cause major difficulties for your business.

    CRM costs

    One of the greatest challenges to CRM implementation is cost. There are dozens of software options available and many pricing plans that go with them. To work out the actual costs of CRM software, make sure that you consider the total cost of ownership including:

    • software subscription or purchase fees
    • premium upgrades, eg add-on marketing or reporting features
    • customisation
    • IT resources needed
    • hardware or software requirements
    • staff training and upskilling

    Other factors such as data migration and quality, and converting business operations may also affect the total costs of CRM implementation. Proper planning and careful assessment of any potentially hidden costs should help you set a realistic budget for your CRM project.

    Business culture

    A lack of commitment or resistance to cultural change from people within the company can cause major difficulties with CRM implementation. Customer relationships may break down and result in loss of revenue, unless everyone in the business is committed to viewing their operations from the customers' perspective.

    Poor communication

    To secure buy-in and make CRM work, all the relevant people in your business must know what information you need and how to use it. Make sure to communicate integration needs in advance if other teams need to cooperate on the implementation, eg payroll staff.

    Lack of leadership

    Weak leadership could cause problems for any CRM implementation plan. Management should lead by example and push for customer focus on every project. If a proposed plan isn't right for your customers, don't do it. Task your team to come up with a better alternative.

    Trying to implement CRM as a complete solution in one go is tempting, but it may prove a risky strategy. It may be better to break your CRM project down into manageable pieces by setting up pilot programs and short-term milestones. A pilot may incorporate all the necessary departments and groups but is small and flexible enough to allow adjustments along the way. Find more tips to help you create your CRM strategy.

    Finally, don't underestimate the volume of data your CRM project may generate. Make sure that you can expand your systems if necessary. Carefully consider what data you collect and store to ensure that you only keep the necessary information. Follow the relevant data protection laws and comply with the UK General Data Protection Regulation (GDPR).

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  • Decide if your business needs a CRM system

    Six signs that will tell you if you need a customer relationship management system for your business.

    If your business sells, markets or provides services to customers, it is likely that you need a customer relationship management (CRM) system.

    Reasons you may need a CRM system

    Consider replacing spreadsheets and handwritten notes with a more efficient CRM system if any of the following is true:

    • Your customer information is scattered in more than one location. You're keeping spreadsheets, notes and casual records, and there is no central repository for all this data. You have no single view of your customers' contact information, orders, queries and general interactions.
    • You're losing track of data. You're searching through miscellaneous documents, multiple hard drives and random folders, and none of the information is secure or organised. You realise you're missing valuable data on your customers.
    • You have no remote access to your data. You're restricted to viewing it from a certain office or machine, which is causing problems when you're travelling or away from your desk, meeting customers and sourcing new prospects.
    • You have no visibility of what your sales team are doing in or out of the office. You can't tell what customers they are approaching and how they are performing. You have no way of keeping your sales staff accountable and ensuring that they meet their goals.
    • You struggle to create meaningful and actionable sales or customer service reports. You miss cross-sale and up-sale opportunities, and chances to target prospects. You struggle to identify the best leads and convert them into opportunities.
    • Your processes are rigid and unable to scale. Your productivity falls as your workloads increase, and you find yourself wasting time on tedious or repetitive tasks that could otherwise be automated.

    A CRM system gives you visibility into your sales and marketing activities and allows you to deliver a better overall customer experience. If you're still not sure if you need it, check out these business benefits of CRM systems.

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  • How to find the right CRM supplier

    Key questions to ask potential suppliers when choosing a customer relationship management solution.

    For many businesses, customer relationship management (CRM) can be a large investment. It is therefore vital to choose your supplier carefully. Making the wrong choice could be expensive and even jeopardise your business.

    Questions to ask a CRM supplier

    Before implementing a solution based on CRM technology, you might want to ask any potential suppliers the following questions:

    • How long has the supplier been established?
    • What are the specific costs associated with the product, ie a one-off purchase price, an annual renewable license, a charge per user etc?
    • Does the supplier offer any form of evaluation software that allows you to try before you buy?
    • How much do they charge for technical support?
    • Does the supplier provide consultancy and, if so, at what rates?
    • Is the system scalable? If your customer base grows, will the system expand to cope?
    • Can the supplier recommend any third-party developers that make use of their core CRM products?
    • Is there an active, independent user group where you can freely exchange experiences and ideas?
    • Can the supplier provide references for businesses in your industry sector that use their software?
    • Do they offer training in the CRM solution and, if so, at what typical cost?

    Read more about choosing the right suppliers and find out how to choose an IT supplier for your business.

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  • Create your CRM strategy

    Understand the importance of a customer relationship management (CRM) strategy and why you should create one for your business.

    Building a successful customer relationship management (CRM) system isn't just about choosing the right technology. You will need to put in place the right strategy for implementation.

    CRM strategy development process

    To plan your CRM strategy, you should:

    • Set your vision - Agree a clear, impactful and actionable statement that your team can rally around.
    • Define your strategy - Decide on actions that will help you achieve your vision. Eg, offering superior after-sales service or innovative products.
    • Define your objectives - Review and optimise your business objectives and processes to align them with the new CRM system.
    • Lead your team - Provide training to help them develop the necessary skills and proficiencies before the new CRM goes live.
    • Choose metrics - Define what metrics you wish to measure to track success, and how you will use them to prompt corrective measures.
    • Think long-term - Find the best ways to implement, measure and maximise the technology, and integrate it with other IT systems.

    CRM implementation plan

    Once you've developed your CRM strategy, plan the implementation of the new system. This can generally take place in stages:

    Stage 1 - Collect information

    Capture the information you need to identify your customers and categorise their behaviour.

    Stage 2 - Store information

    Collect and store this information centrally. Some businesses use a relational database - see more on types of database system.

    Stage 3 - Access information

    With information collected and stored centrally, the next stage is to make this information available to staff in the most useful format.

    Stage 4 - Analyse customer behaviour

    Use data mining tools to analyse data and identify patterns or relationships. That way you can begin to profile customers and develop sales strategies.

    Stage 5 - Market more effectively

    Use CRM to understand which customers generate the most profit. Learn about their needs and preferences, and reward and target your most valuable customers.

    Stage 6 - Enhance the customer experience

    Complaining customers can take up a substantial amount of staff time. If the CRM system allows you to identify and resolve customer issues quickly, your staff will have more time for other enquiries.

    Remember - if you are collecting, using and processing personal information (of customers or staff), you must comply with the UK General Data Protection Regulation (GDPR).

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Email and internet acceptable use policy

In this guide:

  • Using the internet for business

    Reasons for using the internet in business, main considerations and common pitfalls businesses should be aware of.

    There are several key issues you must consider before connecting to the internet for business, not least your goals, budget and security needs. A poor setup can limit growth or expose you to risks; the right one can open new markets, help you reach new customers, streamline operations and interactions with suppliers.

    Connecting your business to the internet

    Most businesses nowadays use a business internet connection over phone lines (standard or superfast fibre) or a mobile connection[10] from mobile networks.

    Using the internet for business purposes

    Businesses generally use the internet for:

    • researching competitors and markets
    • buying or selling products or services online
    • tracking customer interest and feedback
    • finding and engaging new customers
    • promoting their brand through digital channels
    • remote working and collaboration

    Most modern-day businesses rely on the internet for operations, marketing and customer contact.

    Do you need a website for your business?

    A basic website with contact details, location, products and services, prices etc can help many businesses, but weigh your goals first. Reasons to build a website include:

    • building brand awareness
    • selling your products and services online
    • cutting marketing costs
    • improving customer support
    • showcasing work or testimonials

    Focus on what your customers need and use it to build loyalty and community. Find out how to set up a small business website.

    If you decide to have a website, you should choose your web hosting solution carefully. Most businesses use an internet service provider (ISP) or a third-party host. 

    Disadvantages of using the internet for business

    Although there are many advantages of using internet in business, there are some potential pitfalls to keep in mind. For example:

    • additional cyber risks and costs of going online
    • digital communication may feel impersonal
    • competition may copy your ideas or online success
    • strict laws cover e-commerce, data and accessibility

    Find out how to avoid common e-commerce pitfalls like poor mobile design or weak security.

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  • Advantages of using internet in business

    Using internet in business can increase your profits, reduce costs, and help you work more productively.

    There are many advantages to using the internet in business. It can help you to work more effectively and productively, and grow your business more quickly.

    Key benefits of using the internet in business

    Your business can use the internet to increase:

    • profits
    • visibility
    • customer base
    • customer support options
    • opening hours (since the internet is 'on' 24 hours a day)
    • cost savings
    • networking opportunities
    • research capabilities
    • marketing options, including digital communications and automation
    • workplace and business efficiency
    • operational flexibility and productivity, eg remote working or outsourcing
    • data storage and management capabilities, eg through the cloud
    • access to a diverse range of business tools and applications

    Find out more about using the internet for business.

    Using the internet to manage corporate networks

    Use of the internet is essential if you want to build secure corporate networks, such as:

    • extranets - where your customers or suppliers can access information like stock levels, delivery times or progress reports
    • virtual private networks or VPNs - where you can safely share resources and confidential information between staff or with selected outsiders (eg customers and suppliers)

    Read more about the benefits of intranets and extranets and advanced computer networks such as VPNs.

    Using the internet to outsource your IT

    Some businesses make use of the internet to outsource different jobs or tasks. Rather than doing things in-house, you can use the labour, expertise and technology of other businesses. For example, you may outsource your:

    • data storage
    • e-commerce functionality
    • website maintenance
    • IT support
    • accountancy or payroll processing

    By outsourcing your IT, you can reduce capital expenditure on IT hardware, software and training, reduce maintenance costs and easily scale services as and when you need them. Read more about the advantages and disadvantages of outsourcing.

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  • Types of e-commerce business models

    Basic e-commerce models are business to business (B2B) or business to consumer (B2C), although other models exist.

    The internet can open up new e-commerce opportunities for your business to buy, sell or exchange goods or services online. It is important to understand the different types of e-commerce models that exist and choose a model that fits your products, customers and goals. Each offers different ways to sell online and scale.

    Seven types of e-business retail structures

    The primary e-commerce models broadly cover two main categories:

    • business to consumer (B2C) - selling products/services directly to consumers
    • business to business (B2B) - selling goods/services to other businesses

    Other models cover different types of business relationships, including:

    • consumer to consumer (C2C) - where consumers pay a commission to buy and sell items
    • consumer to business (C2B) - where a sole proprietor may be serving a larger business
    • business to government (B2G) - for businesses whose sole clients are government
    • government to business (G2B) - for government sales to private businesses
    • government to citizen (G2C) - for government sales to the general public

    B2C e-commerce model

    A B2C model focuses on selling goods and products directly to individual customers. It typically requires one of two things:

    • a website with an online shop front
    • using an online marketplace

    Consumers can browse your products online, decide to make a purchase and proceed to an electronic checkout where some form of payment processing will take place. This will typically be via a merchant account set up through an acquiring bank, which is capable of processing credit and debit cards, or a payment processing provider.

    See more on accepting online payments.

    B2B e-commerce model

    A B2B model operates by providing products from one business to another, through either online auctions or e-marketplaces.

    Online auctions are computerised versions of traditional auctions where buyers set the prices and bid against each other. For example, an online auction might specialise in services for buyers and sellers of chemical feedstocks, chemicals, plastics, and related products. There are two main types of online auctions:

    • forward auctions - lots are sold to the highest bidder
    • reverse auctions - suppliers compete on price and the lowest bid wins the business

    E-marketplaces specifically for B2B usually offer discounts for large quantities of goods. These are websites where buyers and sellers trade goods and services online. Online marketplaces vary according to the size and number of companies using them and the type of commodity traded. For more information, see e-marketplaces, online auctions and exchanges.

    5 most common e-commerce business models

    There are many ways you can run an e-commerce business. Some are easier to set up than others. They generally fall under five categories:

    • dropshipping - where you sell items on your website that someone else manufactures and ships to your customer
    • wholesaling and warehousing - where you buy products in bulk and store them in a warehouse (usually for B2B market)
    • white-labelling - where you have a contract that allows you to put your brand on the product as if you are the manufacturer
    • manufacturing - where you're paying to have the products created for you and you fulfil the order yourself
    • subscription-based - where you rely on a subscription model that delivers your products to customers at regular, scheduled intervals

    Read more about planning for e-commerce.

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  • Promoting your business online

    Low-cost ways to promote and market your business, products or services on the internet.

    Online promotion is essential for almost all businesses today, especially start-ups, new product launches, or those with tight marketing budgets.

    Ways to promote your business online

    You can promote your business online in many ways. Most are free or low-cost. Common methods include the following.

    Create a website

    A website lets customers find your details or buy from you 24/7. Setting up a website doesn't have to be complicated or expensive. Many providers offer free (though often limited) solutions, or guided options to help you set up a small business website.

    Create quality content

    Content is arguably the most important thing on your website. Good content turns visitors into customers, boosts your image, increases your visibility, improves search rankings and relationships with customers, suppliers and the public. Follow best practices for content marketing.

    Optimise for search

    Visibility in search results is key to your online success. Search engine optimisation (SEO) improves your ranking for keywords relevant to your business, products or services, making your offering easier to find. SEO techniques are varied, but the main ones focus on website design and structure, keyword selection, quality content and links.

    Use social media

    Social media platforms help you share and promote content to drive traffic to your website and build interest in your business. They let you create a community around your brand, reach more people and engage directly with customers – all at low cost and with little effort. Read about  social media best practices for business.

    Use email marketing

    Reach out to your customers - send them newsletters, offers or updates to drive traffic to your website and build engagement. You can use free or low-cost tools to design professional emails and track opens or clicks. Find email marketing guidance to help you get started.

    Use paid advertising

    Pay-per-click and paid search advertising can help you promote your business, products or services by placing ads on search engines, other websites or social media networks. Options include display advertising, social media advertising, affiliate marketing, paid search and others.

    You can use other digital channels such as online PR, viral and mobile marketing as part of the marketing mix to help drive traffic to your website.

    Benefits of having a digital marketing plan

    A digital marketing campaign can reach customers at lower cost than traditional marketing methods, such as print ads or mailshots. It also gives you trackable results, so you can measure what works and refine future campaigns. See how to develop a digital marketing plan.

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  • Using email for business communication and marketing

    Different ways you can use email to enhance your business operations, including marketing and communications.

    Email is a powerful, low-cost communication tool that businesses use to promote goods and services, improve customer experience and work more efficiently.

    Why are emails important in business?

    Email supports key business tasks, including:

    • internal team communication
    • external contact with business partners, suppliers and stakeholders
    • customer support
    • marketing to customers

    Importance of emails in customer service

    Email can greatly improve customer service. Customers can contact you any time without waiting on hold. You can reply when convenient, freeing staff from constant phone duties.

    It's important, however, to follow the right etiquette when providing customer service over email. Respond promptly, stay professional and be helpful. If applicable, set up auto-replies, receipt confirmations, support ticketing and tracking systems to help you manage your customer service.

    In business, email offers a quick, easy, low-cost and documented means of communication. See other advantages and disadvantages of using email for business

    How to use emails in marketing?

    Email marketing sends targeted messages to customers quickly and cheaply. You can segment your marketing list and tailor your email messages based on customer preferences for better results.

    Unlike other forms of marketing, emails spread easily – recipients can forward communication to their colleagues and friends for extra visibility through viral marketing.

    Email marketing is effective because it is a personal, time-sensitive interaction. When creating your email campaigns, you should:

    • use customer segmentation to target your campaigns
    • make the 'call to action' clear and place it 'above the fold' in the email
    • create both HTML and text versions to ensure cross-platform compatibility
    • avoid using spam to increase deliverability
    • avoid over-using, as it is likely to get deleted as irrelevant or unwanted
    • evaluate your campaign's success

    Find out more about email marketing.

    You must only send emails to those people who have agreed to be contacted, ie those who have opted-in to receive your marketing messages. Read more about email marketing and privacy law.

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  • Advantages and disadvantages of using email for business

    Understand the key benefits and downsides of using email for business, and how to use email technology more effectively.

    Email is fast, cheap, and easy to use for sharing information. It helps businesses send data efficiently but comes with certain risks to manage.

    Advantages of using email

    Email can increase efficiency and productivity across the business. Key benefits include:

    • low cost - same price regardless of distance or number of recipients
    • speed - arrives in minutes (or hours at most)
    • convenience - stored until read, easy to send to many people
    • permanent record - track messages, replies, and timestamps

    One of the main advantages of email is that you can quickly and easily attach electronic files such as text documents, photos and data sheets, and share them with multiple contacts at once. Check your internet service provider's limits on attachment size, and know that some businesses may also restrict file types or sizes for safety.

    You can further increase your efficiency by setting up your email software to:

    • auto-save contacts to your address book for every message you send or receive
    • auto-reply to incoming emails, eg to send order confirmations or out-of-office notices

    Disadvantages of using email

    Despite the benefits, email can present some risks, including:

    • spam
    • viruses
    • data storage issues
    • data protection issues

    Unsolicited email can easily overwhelm your email system unless you install a firewall and anti-spam software. Viruses can spread through email attachments or links, and other internet and email security issues may arise, especially if you're using the cloud or remote access. Electronic storing space can also become a problem, particularly where emails with large attachments are widely distributed. The less formal nature of email can lead to careless or damaging comments, and accidental sends may risk leaking confidential or sensitive information.

    Protect your business with an email and internet acceptable use policy. Take steps to prevent business data breach and theft, and add firewalls, anti-spam software, strong password practices and staff training for layered security.

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  • Internet and email security issues

    Understand the threats to your business from the internet and email usage, and ways to safeguard your business.

    The internet and email offer business benefits, but also create security threats. Protect your systems to avoid disruption or data loss.

    Common email vulnerabilities

    Some of the most common email security threats are:

    • malware
    • spam and phishing
    • social engineering
    • malicious unauthorised access
    • unintentional acts by authorised users

    You should fully consider the possibility of malicious and fraudulent attacks by hackers, as well as the impact that viruses and denial-of-service attacks (ie attempts to disrupt your web or network services) could have on your IT systems.

    Email security safeguards

    Securing an email system is the responsibility of your business IT department and/or your email administrator. However, anyone who shares business information via your email network should be aware of the threats and risks involved.

    Common safeguards for protecting IT systems include:

    • Authentication - techniques to identify and verify anyone seeking to access an e-commerce system.
    • Access control - user restrictions to ensure users only access data and services for which they have been authorised.
    • Encryption - techniques to scramble data and protect information stored on a computer or transmitted over a network.
    • Firewall - hardware or software security devices that filter information passing between internal and external networks. A firewall controls access to the internet by internal users and prevents outside parties from gaining access to systems and information on the internal network.
    • Intrusion detection - products that monitor system and network activity in order to spot if someone is trying to gain access.
    • Anti-virus software - tools to detect viruses and prevent access to infected files.
    • Staff awareness - keeping staff aware of typical scams used to extract personal or sensitive information.

    You should protect all of your organisation's domains, including where your organisation uses common cloud email providers, such as Google G Suite and Microsoft Office 365.

    See a list of common cyber security measures and read more about cyber security for business.

    Create a good security policy

    An IT security policy should outline how you plan to protect your IT assets. It should emphasise:

    • the measures you will take
    • their importance to your business
    • the responsibilities of your staff, like changing passwords regularly and never sharing them

    See email and internet acceptable use policy.

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  • Email and internet acceptable use policy

    An acceptable use policy can help limit risks and data breaches, ensure compliance and protect your business reputation.

    An acceptable use policy is a written document that sets out rules regarding the use of company technology. It describes what employees can and can't do when using corporate computers, networks, websites or systems.

    Why might you need an acceptable use policy?

    Effective use of the internet and email can bring significant benefits to your business. However, unregulated use can cause serious issues, such as employees:

    • wasting time surfing the internet or using social media for personal use
    • sending personal emails
    • clogging up the system with large attachments
    • exposing your IT systems to cyber threats, eg viruses, phishing emails, etc
    • sharing sensitive business information externally without authorisation
    • breaching data privacy laws and regulations

    A clear policy reduces these risks.

    What is included in an acceptable use policy?

    An acceptable use policy should include:

    • a general statement regarding the safe and fair use of email and the internet
    • code of conduct setting out acceptable user behaviour, eg what websites the users may visit, how they should log on to the network, etc
    • details of unacceptable uses, eg violating the privacy of others, accessing or downloading offensive or indecent materials, infringing copyright, libelling or defaming other persons using the business' email system, etc
    • guidelines around 'netiquette', ie using appropriate language when emailing
    • consequences of breaching the policy

    Your acceptable use policy should also state under what circumstances - if any - you might monitor staff email and internet use, and how you will carry out such monitoring.

    The policy should be easy to read, concise and say clearly if you allow staff to use the internet and/or email for their purposes.

    Download our email and internet policy checklist (DOC, 13K).

    Sample acceptable use policies

    You can write your acceptable use policies or customise our sample documents for your business:

    For an acceptable use policy to be efficient, you should make staff aware of it, implement monitoring systems and set boundaries for site browsing, downloading, installing of software, data leakage, etc. You should update your policies regularly to meet the changing legal requirements, technologies and threats.

    Disciplinary action for breach of acceptable use policy

    Serious breaches of the acceptable use policies may result in disciplinary actions - and possibly even dismissal.

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Do you need payroll software?

In this guide:

  • Do you need payroll software?

    Not every business needs payroll software - here's how to determine if you need a computerised payroll package for your business.

    Not every business needs payroll software. If your headcount is small and the calculations you need to carry out simple, you may be comfortable processing your payroll manually. However, if you employ more than a few people, automating your payroll can save you valuable time and money, and even improve your payroll accuracy.

    Manual payroll vs computerised payroll

    Manual payroll involves working out calculations for each pay period entirely by hand and keeping records on paper. This process is relatively cheap but tedious to prepare and liable to human error. It typically becomes more difficult to manage as you grow and employ more staff.

    Computerised payroll uses software with built-in capabilities that allow the user to carry out routine payroll tasks more efficiently. It enables you to gather all payroll-related information in one place, electronically, and automate processes such as wage calculations, deductions, tax returns, reports, etc. See payroll software: what it can and can't do.

    If you decide to run payroll yourself, you need payroll software to report to HM Revenue and Customs (HMRC). See more on choosing a payroll software supplier.

    Should you get payroll software for your business?

    Whether you should get payroll software or not depends largely on the size of your business and the type of calculations you need to carry out. It may be worth getting payroll software if you need to speed up your payroll calculations, keep on top of rates and allowance changes or avoid computational errors.

    Many businesses choose to automate their payroll. However, bear in mind that using payroll software makes you dependent on your computer system. If you're switching from manual to automated payroll, take steps to protect and back up your data and IT systems regularly.

    You can typically buy payroll software on its own, or as part of a wider business management system.

    Payroll software costs

    If you only have a few employees and you decide to purchase payroll software, keep in mind that the costs may be greater than the advantages. The total cost of ownership of the new system may not always be obvious and may include:

    • the initial purchase costs
    • fees for system implementation, upgrades and maintenance
    • labour costs for staff involved in setting up or running the system
    • consultant or supplier fees
    • annual subscription costs (covering any regulatory or rate updates)

    Outsourcing your payroll activities to an accountant or a payroll specialist may help you save time and reduce some of the costs. Read about the advantages and disadvantages of outsourcing your payroll.

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  • Different types of computerised payroll systems

    Different types of computer payroll systems, including basic payroll packages and fully featured online or cloud-based payroll.

    Computerised payroll systems make managing payroll considerably easier. They enable you to automate your processes, minimise potential mistakes and cut down time and resources needed for payroll administration.

    If you're not sure if you should automate your payroll processing, see do you need payroll software.

    Types of automated payroll systems

    Many different types of automated payroll systems exist. They typically fall under two main categories:

    • payroll software that you install on your computer
    • online or cloud systems that you access via a web browser over the internet

    A simple, standalone payroll software will usually tie your payroll management to a single computer. The functionality of such software may be limited. For example, it may carry out the calculations but not produce payslips, so you may have to supplement it with manual processes or use other applications.

    Free small business payroll software UK

    Businesses with fewer than ten employees can download free payroll software from HM Revenue and Customs (HMRC). The software has some limitations, but it allows you to perform most payroll tasks, including working out the tax and National Insurance for your employees and sending this information to HMRC.

    Use the latest version of the HMRC's Basic PAYE Tools.

    If you're looking for other software options, HMRC has tried and tested several free small business packages - see their list of free payroll software for small business.

    If you're using payroll software on a single computer, keep your machine secure and properly backed up, otherwise you may risk losing your valuable data.

    Online payroll and cloud payroll software

    An online or cloud-based system stores your data remotely, so you can access it easily from different locations using a secure login. Most online systems will automate the whole payroll process for you, taking care of things like:

    • National Insurance and pension deductions
    • tax calculations
    • producing payslips for staff
    • keeping up with legislation
    • generating year-end tax returns

    See what payroll software can and can't do and read about payroll software features.

    Integrated payroll management

    Payroll management often overlaps with the running of accounting and human resource (HR) processes in business. For example, you may want to:

    • transfer pay run data from your payroll system into your accounting software
    • check and transfer timesheet data from payroll to HR

    When choosing a new payroll software, make sure that it is compatible and works well with your existing systems.

    Depending on your business needs, you could also consider integrating payroll with related systems, eg through enterprise resource planning software. This could help you reduce costs and eliminate duplication of paperwork, data and efforts across various departments in your business.

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  • Payroll software: what it can and can't do

    Understand what payroll software can and can't do, its capabilities and inputs required for pay rates, deductions and hours worked.

    Payroll software can do many pay-related calculations. However, you will still need to input and maintain certain data for each of your employees.

    What does payroll software do?

    Any payroll software will take over the routine calculation of ordinary payroll requirements such as tax and National Insurance contributions (NICs). It will also calculate the NICs that you have to pay as an employer. It will allow you to pay people at monthly or weekly intervals, as appropriate.

    Payroll software will also:

    • calculate student loan and other deductions
    • produce payslips for your employees
    • produce payment reports to allow you to pay employees, showing the amount to be paid to each employee
    • keep records of payments and deductions
    • produce year-end reports and documentation for you and your employees
    • produce the necessary figures or documentation when an employee leaves

    What payroll software can't do

    Payroll software will automate most of the calculations, but there will still be administrative work for you to do in terms of inputting relevant data into the system.

    You will have to:

    • enter employee's details when they start their employment
    • make changes when their rates of pay increase or decrease
    • change tax codes when notifications are received
    • enter details of hours worked and overtime

    There are also many possible deductions from pay such as employer loans and pensions. Even if the software can automatically calculate some or all of these, you will still need to key in the details for each employee to whom they apply. You will have to update this information when appropriate.

    Read more about payroll software features.

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  • Payroll software features

    Features and functionality to consider when choosing payroll software, including multi-user capability and reporting options.

    Most payroll software offers certain basic payroll features to help you pay your employees correctly and on time. For example, payroll processing, tax management, tax form preparations, direct deposits, etc.

    Depending on the software, extra features may be included as part of a customisable or enhanced payroll package, to help you manage different aspects of payroll effortlessly and reliably.

    Various payroll periods

    Weekly and monthly pay intervals are standard in most payroll software. If your business has other requirements, make sure that you chose software that can adapt to different intervals (eg fortnightly, quarterly or annual). Some software can support multiple pay schedules, allowing you to customise your pay schedule based on your employees' needs.

    Multiple user operation

    Smaller businesses may only require support for a single payroll operator at a time, but you should check that multiple-user operation is available in case you need it in the future. If you intend to grow your business, choose a payroll system that is easily scalable and customisable according to your changing needs.

    Reporting capabilities

    Some basic end-of-year reports are included as standard in most payroll software. You should choose software that has flexible reporting and supports online filing - consider features that allow you to handle RTI submission, generate expenses and benefits reports, prepare and print P45, P60, P30 and P32 forms, etc. Other features may allow you to create reports for payroll history, paid time off, deduction analysis and more. You may be able to use template reports from the software or build custom reports, if you need them.

    Payslips

    All payroll software will tell you the amounts that you need to pay to employees and HMRC, but check that you can use this information in a way that meets your requirements. For example, you may want the software to create and print payslips for you, or automatically email payslips to employees on a specific date. You may want features that allow you to customise digital paystubs, send payslips in different formats or let staff view their payslips online.

    Pension scheme automatic enrolment

    Some payroll packages include automatic enrolment functionality, allowing you to set up your pension scheme, enrol employees, process opt-out requests, issue communication, make contributions, view reports and more.

    Employee management

    Fully featured payroll software may also include functionality to help you calculate and record holiday entitlements, track sick leave or provide self-service to allow employees to request or book annual leave online. Some packages may also be able to keep records such as job position history, previous employment history, education and academic qualifications, references, skills and competencies and training records.

    Integration capability

    Most payroll software can integrate with another accounting or HR system, which can be highly useful and desirable. For example, time-tracking integration can automatically import employee hours from payroll into an HR system. Expense integration can help you automatically synchronize expenses with payroll. This helps to minimise the need for duplicate data entry, and allows you to streamline processes and prevent errors. For integration to work, a payroll product must be compatible with the related system.

    Some businesses may prefer to process payroll via their accounting software. However, keep in mind that payroll modules of accounting packages may not always provide all capabilities of a dedicated payroll solution. See payroll software: what it can and can't do.

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  • Advantages and disadvantages of payroll software

    Compare the pros and cons of computerised payroll over manual processing to help you decide which method is most suitable for your business.

    Payroll is a business-critical operation for every organisation. You must pay your staff accurately and on time to avoid low morale, poor performance and possibly even reputational and legal difficulties. A good computerised payroll system can help you carry out your pay run with greater speed, efficiency and confidence.

    Advantages of payroll software

    Many businesses choose to use payroll software over manual processing, as it can help them to:

    • work out payroll calculations and deductions quicker
    • generate accurate payslips
    • calculate bonuses, expenses, holiday pay, etc with minimum effort
    • send returns to HMRC and print P45, P60 and other forms for employees
    • automate certain tasks, such as year-end reporting
    • reduce the burden of compliance
    • remove the need to understand complex tax legislation
    • store data such as payslips and annual reports in a secure, easily accessible system

    Payroll software can also provide additional data and analysis to make payroll information more useful to your business. See do you need payroll software.

    Linking payroll software with time recording

    You can link payroll to timesheet systems that record employee attendance or time worked. This allows you to automatically transfer information about hours worked into the payroll system and make payroll calculations much simpler.

    Using payroll software for reporting

    By using basic payroll data, together with data on attendance and hours worked, payroll systems can provide a wealth of reports. This allows in-depth analysis of staff costs for the business as a whole, across departments and even individual jobs and contracts.

    Storing personnel records

    Most organisations will also keep other data about employees, such as records of annual leave. By getting payroll systems that record these additional types of information you can avoid the need for a separate software package.

    Using payroll system to plan future costs

    As payroll packages can provide forecasts, you can use these to plan staff costs and budgets by entering hypothetical numbers to see the exact total cost of an employee.

    Depending on your business needs, you may find other payroll software features more useful.

    Disadvantages of payroll software

    Payroll software, like any other IT system, can have certain weak points. Potential problems may arise around the issues such as:

    • data security, loss or theft
    • cyber security and fraud
    • information access, quality and control

    Read about payroll software security and data protection.

    Other limitations with payroll software often arise around costs. Full featured software will generally be more expensive than manual payroll systems. It will also require computer equipment, resources and skilled operators. If you don't have these in-house, you will need to invest money into producing them.

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  • Choosing a payroll software supplier

    How to choose a payroll software provider and understand the different factors, including electronic filing, operating costs and software updates.

    Payroll software is complex and it is essential that you choose a dependable supplier. You will want to choose a supplier who is successful, financially viable and can provide excellent references.

    HMRC-recognised software

    UK businesses with less than ten employees can use free payroll software from HMRC.

    If you have more than ten employees, you may benefit from investing in a fully functional computerised payroll system. HMRC tests payroll software to check it can report PAYE information online and in real time (RTI). You can choose from free payroll software and paid-for software that has been tested and recognised by HMRC.

    Electronic filing

    Most employers now have to file end-of-year and in-year returns online. Electronic filing of HMRC returns and payments saves time and trouble. Suppliers should provide electronic filing for all forms that must be filed electronically.

    Payroll software updates

    As well as the purchase costs, you should also consider costs in operating, supporting and updating the software. You will have to pay an annual subscription for updates on rates and legislation changes. Check how much the subscription costs, and how and when you will get access to updates.

    Find out how long the supplier continues to provide updates. Some suppliers only provide updates for a few years, so you may need to upgrade to a newer version of the software.

    Some suppliers have experienced problems with updates introducing bugs that haven't been caught by testing. Check that, when updates are applied, you can roll them back in the event of any problems.

    Payroll software support

    Because of the critical nature of payroll operations, excellent support is a must. If a software problem occurs on payday, you must be able to resolve it immediately. Check the levels of support your supplier offers, as well as the associated cost and response times.

    See how to choose an IT supplier for your business.

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  • Advantages and disadvantages of outsourcing your payroll

    Understand the benefits and risks to your business of outsourcing your payroll to an accountant or a specialist payroll company.

    Managing payroll services in-house often requires an individual, or a team, with a thorough knowledge of the PAYE tax system. If your business doesn't have these skills in-house, you can organise your payroll by outsourcing it.

    What is payroll process outsourcing?

    Payroll outsourcing involves hiring an external company or an individual to handle all payroll functions. The level of services you can outsource varies. Some suppliers provide a basic service; others provide the full package including liaising with the HMRC and maintaining full compliance so your business never has to deal with payroll.

    Typically, businesses outsource payroll to:

    • an accountant or bookkeeper
    • a specialist payroll company

    If you're considering outsourcing payroll to someone else, you should weigh up the pros and cons.

    Advantages of outsourcing payroll

    Attending to payroll demands a great deal of time and expertise. Outsourcing your payroll to a specialist can help:

    • free up precious time to focus on your core business
    • reduce the need for training in-house payroll staff
    • remove the expense of buying and maintaining a costly payroll system
    • minimise the chance for errors, omissions or late payroll tax filings
    • stay compliant with your tax obligations and PAYE responsibilities

    As with all outsourcing, you should balance the advantages against the potential pitfalls - in this case, the financial costs and the risk of communication errors, particularly for complex payrolls.

    Whether payroll outsourcing will be cost-effective for your business depends on the complexity of your payroll requirements.

    Disadvantages of outsourcing payroll

    The costs of outsourcing payroll can be high, especially for a young business. There is a certain degree of risk if communication lapses - for example, if you don't advise the payroll specialist of a staff member starting or leaving.

    Outsourcing will also mean losing control of some of the key elements of your business, eg:

    • you may not have instant access to payroll if it has been outsourced
    • you won't always be able to check it when you want to, or add anything that's missing
    • you will have to hand over confidential and sensitive staff information

    Read more on the advantages and disadvantages of outsourcing.

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  • Payroll software security and data protection

    Find out how to safeguard your data if you're using payroll software and what data protection means for payroll.

    Handling payroll requires processing vast amounts of personal data relating to your employees, including names, addresses, bank account details, social security numbers and salary information. This is all sensitive information, which the law requires you to protect from accidents, misuse, loss and prying eyes.

    Does data protection law affect payroll?

    Because it involves processing personal data, payroll is one of the key HR areas affected by data protection laws. The UK General Data Protection Regulation (GDPR) requires you to:

    • document the personal data you hold, where it came from and who you share it with
    • minimise, if possible, the amount of data that you hold - only keep what is essential and for no longer than necessary
    • review and amend, if necessary, privacy notices to ensure that they comply with the new regulations
    • control access to payroll information using appropriate safety measures
    • safeguard and comply with specific data subject rights, eg the right to be informed, the right to access personal data, etc
    • in some cases, appoint a data protection officer

    The UK GDPR also requires you to implement technical and organisational measures to safeguard the personal data you hold. These measures may include, for example:

    • secure workstations, servers and storage space
    • encryption protocols
    • specific security policies
    • confidentiality clauses to establish best practices for data protection

    If you're using payroll management software, some of its features (such as password-protection, access control, secure storage, etc) may help you to comply with some aspects of the security requirements under the GDPR.

    Find out more about the security principle under the UK GDPR.

    Protecting your payroll data

    A risk assessment can help you determine if the users, processes and systems you have present a risk to your payroll data. Once you identify potential risks, you can create internal controls and policies to address them. For example, you could:

    • Manage access to the payroll system - restrict to necessary staff only. Use timeout features to log employees out of the system after a period of inactivity.
    • Segregate duties within the payroll team - if possible, have at least two people manage the payroll process. This can help avoid conflict of interest and minimise fraud risk.
    • Use peer review and/or approval process - it helps to validate data input and changes. Only make actual payments with appropriate authorisation.
    • Run and review payroll control reports, eg for system access, new hires, leavers, new bank accounts, etc. This can help identify potential issues and reveal any discrepancies early, such as mistakes in inputting hours, rates of pay and other data, and or fraud.
    • Implement a data retention policy and ensure payroll operators adhere to it.
    • Classify data according to sensitivity and agree procedures on encryption, transfer, etc.
    • Use and regularly update security measures such as firewalls, antivirus and patches.

    If a single person runs payroll in your business, have a back-up plan in case that person becomes unavailable. For example, your business' accountants could provide emergency cover.

    Keep back-up copies of the payroll data, ideally stored off-site with appropriate security, eg in a fireproof safe. You may find it practical for security and continuity purposes to run payroll software on a dedicated computer to avoid any disruption caused by the failure of other software.

    If you keep paper-based information, such as payslips, you must consider their physical security. Destroy any trial runs and tests, such as payroll reports, to prevent accidental access to sensitive data.

    Taking note of the UK GDPR, you may want to consider moving from printed payslips to a digital alternative. This could help you consolidate your employee data in one secure place where you can control access to sensitive documents.

    Read more about risk management and IT risk management best practices.

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Responding to a Freedom of Information request

In this guide:

  • How the Freedom of Information Act affects businesses

    How the Freedom of Information Act may affect your business if you provide goods and services to public bodies.

    The Freedom of Information Act (FOI Act) mainly covers public authorities like government departments, councils and health bodies. However, it can affect private businesses that deal with them through grants, licences, tenders or contracts.

    Does the Freedom of Information Act apply to private companies?

    Not directly, but it can apply if:

    • you share information with a public body that is subject to an FOI request
    • the information you share is published under their publication scheme

    What is a Freedom of Information (FOI) request?

    Under the FOI Act, anyone can ask a public authority for recorded information they hold, including details from businesses carrying out public functions, such as utility providers. This right applies to all information held, including emails, reports and contracts, and not just official records. If you contract with a public body, your intellectual property and confidential data could be included under the FOI request, if this type of information is on their record.

    How can FOI disclosure affect your business?

    If the public body receives an FOI request for information that relates to your business, they may need to disclose certain details. This can affect your commercial interests- for example, by revealing pricing, strategies or customer data to competitors.

    A public body will normally consult you first in a 'third-party consultation' before they release your information. They will explain the requested information, why they plan to release it and what harm it might cause to your business. You can then respond with arguments against disclosure, such as commercial sensitivity. The body must consider your views before deciding.

    Exemptions to FOI disclosure

    Certain types of information are exempt under the law. For example, financial records or contract details may be exempt from disclosure if they prejudice someone's commercial interest. Exemptions may also apply to requests for third-party personal data, under the UK General Data Protection Regulation (UK GDPR). See more on FOI exemptions: absolute and qualified.

    When sharing information with regulators or public bodies, consider their Freedom of Information obligations and the possible risk of disclosure.

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  • FOI exemptions: absolute and qualified

    Overview of the Freedom of Information exemptions and the right of public bodies to withhold information from disclosure.

    Public authorities may refuse Freedom of Information (FOI) Act requests under certain conditions. For example, if requests:

    • cost too much or take too long to process
    • are vexatious
    • repeat an earlier request from the same person

    They can also apply exemptions to withhold information or refuse to confirm it exists.

    Some exemptions relate to a certain type of information, eg information on government policies. Other exemptions can apply if harm would arise, or be likely to arise, from disclosure.

    Absolute exemption under the FOI Act

    These let public authorities withhold information without a public interest check. Examples include:

    • national security matters
    • information banned from disclosure by other laws
    • if disclosure would result in a breach of confidence that could lead to legal action

    Most FOI exemptions are not absolute. Many exemptions require public bodies to consider public interest before releasing information.

    Qualified exemption under the FOI Act

    Most exemptions are qualified. This means that public authorities must apply a public interest test and disclose information unless withholding it serves a greater public interest.

    Examples of qualified exemptions include that are relevant to business include:

    • commercial interests (section 43)
    • sensitive business information
    • trade secrets

    See a full list of FOI exemptions and read more about the FOI and commercially sensitive information.

    FOI and data protection

    Under the UK General Data Protection Regulation (UK GDPR), if someone's FOI request involves revealing third-party personal data, public bodies must check if disclosure is fair, lawful and necessary. If it's not, or if it's disproportionate, the information will be exempt.

    Read more about the data protection principles under the UK GDPR.

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  • FOI and commercially sensitive information

    How to protect your trade secrets and commercial interest from FOI requests if you share information with public bodies.

    The Freedom of Information (FOI) Act covers public authorities, but it can also affect private businesses that contract with the public sector, or provide goods and services to public bodies. 

    Your sensitive information shared under a contract may, in this case, be subject to an FOI request. Information that harms commercial interests is exempt from disclosure under section 43 of the FOI Act (a qualified exemption).

    What counts as a commercial interest?

    Any information affecting your ability to compete, such as pricing, strategies or supplier details, counts as a commercial interest. Before releasing such information, public bodies must check if disclosure would cause real or likely harm to commercial interests. They do this through a test of prejudice.

    Prejudice to commercial interests

    To claim exemption for prejudice to commercial interests, you must show:

    • a specific negative impact from disclosure
    • that impact is significant (real, actual or of substance)
    • a real possibility (or likelihood) that the harm will occur because of disclosure

    Businesses provide evidence during third-party consultation to support the case, but the public body decides if the criteria are met (specific harm, significant impact, real possibility).

    Trade secrets and the FOI

    Under the FOI Act, trade secrets could potentially be exempt from disclosure. The Act doesn't define the term 'trade secret'. The term can cover, for example, technical information (invention, processes, recipes) and business information (supplier lists, costs, pricing or product development plans, etc).

    To constitute a trade secret, information should require the highest level of secrecy and not be: 

    • generally known
    • widely disseminated
    • simply confidential, but confer a competitive advantage to the owner

    Section 43 is generally the primary exemption that specifically covers trade secrets, and any information that would prejudice the commercial interest. Section 43 is a 'qualified exemption', which means the public authority must balance the harm of disclosure against the public interest in releasing the information.

    Find out more about section 43 - trade secrets and prejudice to commercial interests.

    Section 41 can sometimes be used to protect information provided in confidence, including trade secrets, if they were provided to a public authority by a third party. Section 41 is an 'absolute exemption', meaning there is no requirement to perform a public interest test.


    Find more information on section 41 - confidentiality.

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  • Manage the risk of disclosure of confidential information

    How to protect your business' confidential information if you share it with public bodies subject to an FOI request.

    The Freedom of Information (FOI) Act applies to public sector bodies. If your business provides goods or services to them, any shared information could be at risk of disclosure through an FOI request.

    Information at risk of FOI disclosure

    Types of information at risk of disclosure under the FOI Act include, for example:

    • reports, annual returns and investigations you provide to public bodies
    • public tenders or contracts details
    • public consultations responses
    • information relating to planning or development

    Public authorities may also hold your financial records or other commercially sensitive data, which could qualify for exemption. See FOI and commercially sensitive information. 

    How to manage the risk of FOI disclosure

    You cannot remove all risks associated with sharing information with public bodies, but you can take the following steps to reduce them.

    Label information as 'confidential' or 'restricted'

    If the information is confidential or commercially sensitive, think carefully if it is necessary to disclose it. If it is, mark it clearly as 'confidential' or 'restricted'. Submit it separately from other data to avoid accidental disclosure. Keep in mind that simply labelling information 'confidential' does not guarantee exemption.

    Include consultation rights in contracts

    Agree consultation rights in your contracts with public bodies, ie the right to be informed before any disclosures, so you can object before information goes public. Avoid blanket confidentiality clauses and tailor terms and conditions to FOI risks to minimise any impacts.

    Train staff and set procedures

    Train staff on FOI requirements, data protection and the potential risk of information disclosure. Create policies and procedures for sharing data with public bodies. Track what you share with them, review it regularly, and assign FOI responsibility to a named person or team within the business.

    Understand exemptions

    If someone makes an FOI request about your business, a public authority may have to release the information unless an exemption applies. It is worth understanding how exemptions work to know how to object during consultation and argue against the release of sensitive business data.

    FOI brings both risks and opportunities for your business. While disclosure of sensitive details could put your business at risk, FOI lets you request useful information from public bodies, such as details of procurement criteria and tender process, decisions, previous contract awards and supplier details, and even competitor bids on business contracts. Find out how to use FOI to your business advantage.

    Help
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    Actions
    ICO guide to Freedom of Information
    FOI Code of Practice
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
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    Content category
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    Source URL

    /content/manage-risk-disclosure-confidential-information

    Links

  • Use FOI to your business advantage

    Use Freedom of Information requests to find and access information held by public bodies that could benefit your business.

    Public sector organisations may hold information that is relevant to your business or industry. For example, information on their procurement processes, previous bid proposals or existing public contracts, and even information on your competitors. You have the right to request this information under the Freedom of Information (FOI) Act.

    Exemptions may limit what you receive, if disclosure would result in someone's personal details or commercial secrets being revealed.

    Before making an FOI request

    Before you make a request, check if the information is already in the public domain (eg on the public body's website or publication scheme).

    You should not make requests for your own personal data under the FOI provisions. Instead, make a subject access request under the UK General Data Protection Regulation.

    How to make an FOI request

    Any request you make for information under the FOI Act must be made in writing and include:

    • your name
    • your contact details (postal or email address)
    • clear details of the information needed and preferred format

    See how to access information from a public body.

    What happens when you make an FOI request?

    Public authorities must reply within 20 working days. They may:

    • give you the information you asked for
    • tell you if they don't have the information
    • redirect your request to another authority, if needed
    • charge a fee if allowed (rules apply)
    • withhold information under an exemption and explain why
    • tell you they need longer to respond - up to 40 days for public interest cases

    Find ICO's guidance on time limits for compliance under the FOI Act.

    Requests are handled 'applicant blind' - your identity and purpose do not matter.

    Help
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    FOI Code of Practice
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    Source URL

    /content/use-foi-your-business-advantage

    Links

  • Responding to a Freedom of Information request

    What to do if a public authority asks your business to help with a Freedom of Information request.

    Private businesses are not directly subject to the Freedom of Information (FOI) Act. You are unlikely to receive requests unless you hold information on behalf of a public body, such as under a contract.

    If you receive an FOI request

    Forward it to the public authority you work with and discuss their expected response. They remain responsible for replying, normally within 20 working days.

    If you're asked to assist with an FOI request

    Provide any relevant information you have that the public authority may need for their reply. They will guide you on what they need, handling process and timelines, and any exemptions that may apply.

    If you're asked to assist with an FOI request, it may help to understand more about the public authority's duty to respond.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    FOI Code of Practice
    FOI self-assessment toolkit
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    Content category
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    Source URL

    /content/responding-freedom-information-request

    Links

Use FOI to your business advantage

In this guide:

  • How the Freedom of Information Act affects businesses

    How the Freedom of Information Act may affect your business if you provide goods and services to public bodies.

    The Freedom of Information Act (FOI Act) mainly covers public authorities like government departments, councils and health bodies. However, it can affect private businesses that deal with them through grants, licences, tenders or contracts.

    Does the Freedom of Information Act apply to private companies?

    Not directly, but it can apply if:

    • you share information with a public body that is subject to an FOI request
    • the information you share is published under their publication scheme

    What is a Freedom of Information (FOI) request?

    Under the FOI Act, anyone can ask a public authority for recorded information they hold, including details from businesses carrying out public functions, such as utility providers. This right applies to all information held, including emails, reports and contracts, and not just official records. If you contract with a public body, your intellectual property and confidential data could be included under the FOI request, if this type of information is on their record.

    How can FOI disclosure affect your business?

    If the public body receives an FOI request for information that relates to your business, they may need to disclose certain details. This can affect your commercial interests- for example, by revealing pricing, strategies or customer data to competitors.

    A public body will normally consult you first in a 'third-party consultation' before they release your information. They will explain the requested information, why they plan to release it and what harm it might cause to your business. You can then respond with arguments against disclosure, such as commercial sensitivity. The body must consider your views before deciding.

    Exemptions to FOI disclosure

    Certain types of information are exempt under the law. For example, financial records or contract details may be exempt from disclosure if they prejudice someone's commercial interest. Exemptions may also apply to requests for third-party personal data, under the UK General Data Protection Regulation (UK GDPR). See more on FOI exemptions: absolute and qualified.

    When sharing information with regulators or public bodies, consider their Freedom of Information obligations and the possible risk of disclosure.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
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    Source URL

    /content/how-freedom-information-act-affects-businesses

    Links

  • FOI exemptions: absolute and qualified

    Overview of the Freedom of Information exemptions and the right of public bodies to withhold information from disclosure.

    Public authorities may refuse Freedom of Information (FOI) Act requests under certain conditions. For example, if requests:

    • cost too much or take too long to process
    • are vexatious
    • repeat an earlier request from the same person

    They can also apply exemptions to withhold information or refuse to confirm it exists.

    Some exemptions relate to a certain type of information, eg information on government policies. Other exemptions can apply if harm would arise, or be likely to arise, from disclosure.

    Absolute exemption under the FOI Act

    These let public authorities withhold information without a public interest check. Examples include:

    • national security matters
    • information banned from disclosure by other laws
    • if disclosure would result in a breach of confidence that could lead to legal action

    Most FOI exemptions are not absolute. Many exemptions require public bodies to consider public interest before releasing information.

    Qualified exemption under the FOI Act

    Most exemptions are qualified. This means that public authorities must apply a public interest test and disclose information unless withholding it serves a greater public interest.

    Examples of qualified exemptions include that are relevant to business include:

    • commercial interests (section 43)
    • sensitive business information
    • trade secrets

    See a full list of FOI exemptions and read more about the FOI and commercially sensitive information.

    FOI and data protection

    Under the UK General Data Protection Regulation (UK GDPR), if someone's FOI request involves revealing third-party personal data, public bodies must check if disclosure is fair, lawful and necessary. If it's not, or if it's disproportionate, the information will be exempt.

    Read more about the data protection principles under the UK GDPR.

    Help
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    Source URL

    /content/foi-exemptions-absolute-and-qualified

    Links

  • FOI and commercially sensitive information

    How to protect your trade secrets and commercial interest from FOI requests if you share information with public bodies.

    The Freedom of Information (FOI) Act covers public authorities, but it can also affect private businesses that contract with the public sector, or provide goods and services to public bodies. 

    Your sensitive information shared under a contract may, in this case, be subject to an FOI request. Information that harms commercial interests is exempt from disclosure under section 43 of the FOI Act (a qualified exemption).

    What counts as a commercial interest?

    Any information affecting your ability to compete, such as pricing, strategies or supplier details, counts as a commercial interest. Before releasing such information, public bodies must check if disclosure would cause real or likely harm to commercial interests. They do this through a test of prejudice.

    Prejudice to commercial interests

    To claim exemption for prejudice to commercial interests, you must show:

    • a specific negative impact from disclosure
    • that impact is significant (real, actual or of substance)
    • a real possibility (or likelihood) that the harm will occur because of disclosure

    Businesses provide evidence during third-party consultation to support the case, but the public body decides if the criteria are met (specific harm, significant impact, real possibility).

    Trade secrets and the FOI

    Under the FOI Act, trade secrets could potentially be exempt from disclosure. The Act doesn't define the term 'trade secret'. The term can cover, for example, technical information (invention, processes, recipes) and business information (supplier lists, costs, pricing or product development plans, etc).

    To constitute a trade secret, information should require the highest level of secrecy and not be: 

    • generally known
    • widely disseminated
    • simply confidential, but confer a competitive advantage to the owner

    Section 43 is generally the primary exemption that specifically covers trade secrets, and any information that would prejudice the commercial interest. Section 43 is a 'qualified exemption', which means the public authority must balance the harm of disclosure against the public interest in releasing the information.

    Find out more about section 43 - trade secrets and prejudice to commercial interests.

    Section 41 can sometimes be used to protect information provided in confidence, including trade secrets, if they were provided to a public authority by a third party. Section 41 is an 'absolute exemption', meaning there is no requirement to perform a public interest test.


    Find more information on section 41 - confidentiality.

    Help
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    ICO guide to FOI exemptions
    Also on this site
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    Source URL

    /content/foi-and-commercially-sensitive-information

    Links

  • Manage the risk of disclosure of confidential information

    How to protect your business' confidential information if you share it with public bodies subject to an FOI request.

    The Freedom of Information (FOI) Act applies to public sector bodies. If your business provides goods or services to them, any shared information could be at risk of disclosure through an FOI request.

    Information at risk of FOI disclosure

    Types of information at risk of disclosure under the FOI Act include, for example:

    • reports, annual returns and investigations you provide to public bodies
    • public tenders or contracts details
    • public consultations responses
    • information relating to planning or development

    Public authorities may also hold your financial records or other commercially sensitive data, which could qualify for exemption. See FOI and commercially sensitive information. 

    How to manage the risk of FOI disclosure

    You cannot remove all risks associated with sharing information with public bodies, but you can take the following steps to reduce them.

    Label information as 'confidential' or 'restricted'

    If the information is confidential or commercially sensitive, think carefully if it is necessary to disclose it. If it is, mark it clearly as 'confidential' or 'restricted'. Submit it separately from other data to avoid accidental disclosure. Keep in mind that simply labelling information 'confidential' does not guarantee exemption.

    Include consultation rights in contracts

    Agree consultation rights in your contracts with public bodies, ie the right to be informed before any disclosures, so you can object before information goes public. Avoid blanket confidentiality clauses and tailor terms and conditions to FOI risks to minimise any impacts.

    Train staff and set procedures

    Train staff on FOI requirements, data protection and the potential risk of information disclosure. Create policies and procedures for sharing data with public bodies. Track what you share with them, review it regularly, and assign FOI responsibility to a named person or team within the business.

    Understand exemptions

    If someone makes an FOI request about your business, a public authority may have to release the information unless an exemption applies. It is worth understanding how exemptions work to know how to object during consultation and argue against the release of sensitive business data.

    FOI brings both risks and opportunities for your business. While disclosure of sensitive details could put your business at risk, FOI lets you request useful information from public bodies, such as details of procurement criteria and tender process, decisions, previous contract awards and supplier details, and even competitor bids on business contracts. Find out how to use FOI to your business advantage.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    FOI Code of Practice
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
    Privacy and data protection in direct marketing
    Content category
    IT

    Source URL

    /content/manage-risk-disclosure-confidential-information

    Links

  • Use FOI to your business advantage

    Use Freedom of Information requests to find and access information held by public bodies that could benefit your business.

    Public sector organisations may hold information that is relevant to your business or industry. For example, information on their procurement processes, previous bid proposals or existing public contracts, and even information on your competitors. You have the right to request this information under the Freedom of Information (FOI) Act.

    Exemptions may limit what you receive, if disclosure would result in someone's personal details or commercial secrets being revealed.

    Before making an FOI request

    Before you make a request, check if the information is already in the public domain (eg on the public body's website or publication scheme).

    You should not make requests for your own personal data under the FOI provisions. Instead, make a subject access request under the UK General Data Protection Regulation.

    How to make an FOI request

    Any request you make for information under the FOI Act must be made in writing and include:

    • your name
    • your contact details (postal or email address)
    • clear details of the information needed and preferred format

    See how to access information from a public body.

    What happens when you make an FOI request?

    Public authorities must reply within 20 working days. They may:

    • give you the information you asked for
    • tell you if they don't have the information
    • redirect your request to another authority, if needed
    • charge a fee if allowed (rules apply)
    • withhold information under an exemption and explain why
    • tell you they need longer to respond - up to 40 days for public interest cases

    Find ICO's guidance on time limits for compliance under the FOI Act.

    Requests are handled 'applicant blind' - your identity and purpose do not matter.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    FOI Code of Practice
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
    Privacy and data protection in direct marketing
    Content category
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    Source URL

    /content/use-foi-your-business-advantage

    Links

  • Responding to a Freedom of Information request

    What to do if a public authority asks your business to help with a Freedom of Information request.

    Private businesses are not directly subject to the Freedom of Information (FOI) Act. You are unlikely to receive requests unless you hold information on behalf of a public body, such as under a contract.

    If you receive an FOI request

    Forward it to the public authority you work with and discuss their expected response. They remain responsible for replying, normally within 20 working days.

    If you're asked to assist with an FOI request

    Provide any relevant information you have that the public authority may need for their reply. They will guide you on what they need, handling process and timelines, and any exemptions that may apply.

    If you're asked to assist with an FOI request, it may help to understand more about the public authority's duty to respond.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    FOI Code of Practice
    FOI self-assessment toolkit
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
    Privacy and data protection in direct marketing
    Content category
    IT

    Source URL

    /content/responding-freedom-information-request

    Links

FOI exemptions: absolute and qualified

In this guide:

  • How the Freedom of Information Act affects businesses

    How the Freedom of Information Act may affect your business if you provide goods and services to public bodies.

    The Freedom of Information Act (FOI Act) mainly covers public authorities like government departments, councils and health bodies. However, it can affect private businesses that deal with them through grants, licences, tenders or contracts.

    Does the Freedom of Information Act apply to private companies?

    Not directly, but it can apply if:

    • you share information with a public body that is subject to an FOI request
    • the information you share is published under their publication scheme

    What is a Freedom of Information (FOI) request?

    Under the FOI Act, anyone can ask a public authority for recorded information they hold, including details from businesses carrying out public functions, such as utility providers. This right applies to all information held, including emails, reports and contracts, and not just official records. If you contract with a public body, your intellectual property and confidential data could be included under the FOI request, if this type of information is on their record.

    How can FOI disclosure affect your business?

    If the public body receives an FOI request for information that relates to your business, they may need to disclose certain details. This can affect your commercial interests- for example, by revealing pricing, strategies or customer data to competitors.

    A public body will normally consult you first in a 'third-party consultation' before they release your information. They will explain the requested information, why they plan to release it and what harm it might cause to your business. You can then respond with arguments against disclosure, such as commercial sensitivity. The body must consider your views before deciding.

    Exemptions to FOI disclosure

    Certain types of information are exempt under the law. For example, financial records or contract details may be exempt from disclosure if they prejudice someone's commercial interest. Exemptions may also apply to requests for third-party personal data, under the UK General Data Protection Regulation (UK GDPR). See more on FOI exemptions: absolute and qualified.

    When sharing information with regulators or public bodies, consider their Freedom of Information obligations and the possible risk of disclosure.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
    Privacy and data protection in direct marketing
    Content category
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    Source URL

    /content/how-freedom-information-act-affects-businesses

    Links

  • FOI exemptions: absolute and qualified

    Overview of the Freedom of Information exemptions and the right of public bodies to withhold information from disclosure.

    Public authorities may refuse Freedom of Information (FOI) Act requests under certain conditions. For example, if requests:

    • cost too much or take too long to process
    • are vexatious
    • repeat an earlier request from the same person

    They can also apply exemptions to withhold information or refuse to confirm it exists.

    Some exemptions relate to a certain type of information, eg information on government policies. Other exemptions can apply if harm would arise, or be likely to arise, from disclosure.

    Absolute exemption under the FOI Act

    These let public authorities withhold information without a public interest check. Examples include:

    • national security matters
    • information banned from disclosure by other laws
    • if disclosure would result in a breach of confidence that could lead to legal action

    Most FOI exemptions are not absolute. Many exemptions require public bodies to consider public interest before releasing information.

    Qualified exemption under the FOI Act

    Most exemptions are qualified. This means that public authorities must apply a public interest test and disclose information unless withholding it serves a greater public interest.

    Examples of qualified exemptions include that are relevant to business include:

    • commercial interests (section 43)
    • sensitive business information
    • trade secrets

    See a full list of FOI exemptions and read more about the FOI and commercially sensitive information.

    FOI and data protection

    Under the UK General Data Protection Regulation (UK GDPR), if someone's FOI request involves revealing third-party personal data, public bodies must check if disclosure is fair, lawful and necessary. If it's not, or if it's disproportionate, the information will be exempt.

    Read more about the data protection principles under the UK GDPR.

    Help
    ICO Helpline
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    ICO guide to Freedom of Information
    Dealing with vexatious requests
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    Source URL

    /content/foi-exemptions-absolute-and-qualified

    Links

  • FOI and commercially sensitive information

    How to protect your trade secrets and commercial interest from FOI requests if you share information with public bodies.

    The Freedom of Information (FOI) Act covers public authorities, but it can also affect private businesses that contract with the public sector, or provide goods and services to public bodies. 

    Your sensitive information shared under a contract may, in this case, be subject to an FOI request. Information that harms commercial interests is exempt from disclosure under section 43 of the FOI Act (a qualified exemption).

    What counts as a commercial interest?

    Any information affecting your ability to compete, such as pricing, strategies or supplier details, counts as a commercial interest. Before releasing such information, public bodies must check if disclosure would cause real or likely harm to commercial interests. They do this through a test of prejudice.

    Prejudice to commercial interests

    To claim exemption for prejudice to commercial interests, you must show:

    • a specific negative impact from disclosure
    • that impact is significant (real, actual or of substance)
    • a real possibility (or likelihood) that the harm will occur because of disclosure

    Businesses provide evidence during third-party consultation to support the case, but the public body decides if the criteria are met (specific harm, significant impact, real possibility).

    Trade secrets and the FOI

    Under the FOI Act, trade secrets could potentially be exempt from disclosure. The Act doesn't define the term 'trade secret'. The term can cover, for example, technical information (invention, processes, recipes) and business information (supplier lists, costs, pricing or product development plans, etc).

    To constitute a trade secret, information should require the highest level of secrecy and not be: 

    • generally known
    • widely disseminated
    • simply confidential, but confer a competitive advantage to the owner

    Section 43 is generally the primary exemption that specifically covers trade secrets, and any information that would prejudice the commercial interest. Section 43 is a 'qualified exemption', which means the public authority must balance the harm of disclosure against the public interest in releasing the information.

    Find out more about section 43 - trade secrets and prejudice to commercial interests.

    Section 41 can sometimes be used to protect information provided in confidence, including trade secrets, if they were provided to a public authority by a third party. Section 41 is an 'absolute exemption', meaning there is no requirement to perform a public interest test.


    Find more information on section 41 - confidentiality.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    ICO guide to FOI exemptions
    Also on this site
    Trade secrets and other IP protection
    UK General Data Protection Regulation (UK GDPR)
    Content category
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    Source URL

    /content/foi-and-commercially-sensitive-information

    Links

  • Manage the risk of disclosure of confidential information

    How to protect your business' confidential information if you share it with public bodies subject to an FOI request.

    The Freedom of Information (FOI) Act applies to public sector bodies. If your business provides goods or services to them, any shared information could be at risk of disclosure through an FOI request.

    Information at risk of FOI disclosure

    Types of information at risk of disclosure under the FOI Act include, for example:

    • reports, annual returns and investigations you provide to public bodies
    • public tenders or contracts details
    • public consultations responses
    • information relating to planning or development

    Public authorities may also hold your financial records or other commercially sensitive data, which could qualify for exemption. See FOI and commercially sensitive information. 

    How to manage the risk of FOI disclosure

    You cannot remove all risks associated with sharing information with public bodies, but you can take the following steps to reduce them.

    Label information as 'confidential' or 'restricted'

    If the information is confidential or commercially sensitive, think carefully if it is necessary to disclose it. If it is, mark it clearly as 'confidential' or 'restricted'. Submit it separately from other data to avoid accidental disclosure. Keep in mind that simply labelling information 'confidential' does not guarantee exemption.

    Include consultation rights in contracts

    Agree consultation rights in your contracts with public bodies, ie the right to be informed before any disclosures, so you can object before information goes public. Avoid blanket confidentiality clauses and tailor terms and conditions to FOI risks to minimise any impacts.

    Train staff and set procedures

    Train staff on FOI requirements, data protection and the potential risk of information disclosure. Create policies and procedures for sharing data with public bodies. Track what you share with them, review it regularly, and assign FOI responsibility to a named person or team within the business.

    Understand exemptions

    If someone makes an FOI request about your business, a public authority may have to release the information unless an exemption applies. It is worth understanding how exemptions work to know how to object during consultation and argue against the release of sensitive business data.

    FOI brings both risks and opportunities for your business. While disclosure of sensitive details could put your business at risk, FOI lets you request useful information from public bodies, such as details of procurement criteria and tender process, decisions, previous contract awards and supplier details, and even competitor bids on business contracts. Find out how to use FOI to your business advantage.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    FOI Code of Practice
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
    Privacy and data protection in direct marketing
    Content category
    IT

    Source URL

    /content/manage-risk-disclosure-confidential-information

    Links

  • Use FOI to your business advantage

    Use Freedom of Information requests to find and access information held by public bodies that could benefit your business.

    Public sector organisations may hold information that is relevant to your business or industry. For example, information on their procurement processes, previous bid proposals or existing public contracts, and even information on your competitors. You have the right to request this information under the Freedom of Information (FOI) Act.

    Exemptions may limit what you receive, if disclosure would result in someone's personal details or commercial secrets being revealed.

    Before making an FOI request

    Before you make a request, check if the information is already in the public domain (eg on the public body's website or publication scheme).

    You should not make requests for your own personal data under the FOI provisions. Instead, make a subject access request under the UK General Data Protection Regulation.

    How to make an FOI request

    Any request you make for information under the FOI Act must be made in writing and include:

    • your name
    • your contact details (postal or email address)
    • clear details of the information needed and preferred format

    See how to access information from a public body.

    What happens when you make an FOI request?

    Public authorities must reply within 20 working days. They may:

    • give you the information you asked for
    • tell you if they don't have the information
    • redirect your request to another authority, if needed
    • charge a fee if allowed (rules apply)
    • withhold information under an exemption and explain why
    • tell you they need longer to respond - up to 40 days for public interest cases

    Find ICO's guidance on time limits for compliance under the FOI Act.

    Requests are handled 'applicant blind' - your identity and purpose do not matter.

    Help
    ICO Helpline
    Actions
    ICO guide to Freedom of Information
    FOI Code of Practice
    Also on this site
    UK General Data Protection Regulation (UK GDPR)
    Privacy and data protection in direct marketing
    Content category
    IT

    Source URL

    /content/use-foi-your-business-advantage

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  • Responding to a Freedom of Information request

    What to do if a public authority asks your business to help with a Freedom of Information request.

    Private businesses are not directly subject to the Freedom of Information (FOI) Act. You are unlikely to receive requests unless you hold information on behalf of a public body, such as under a contract.

    If you receive an FOI request

    Forward it to the public authority you work with and discuss their expected response. They remain responsible for replying, normally within 20 working days.

    If you're asked to assist with an FOI request

    Provide any relevant information you have that the public authority may need for their reply. They will guide you on what they need, handling process and timelines, and any exemptions that may apply.

    If you're asked to assist with an FOI request, it may help to understand more about the public authority's duty to respond.

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How the Freedom of Information Act affects businesses

In this guide:

  • How the Freedom of Information Act affects businesses

    How the Freedom of Information Act may affect your business if you provide goods and services to public bodies.

    The Freedom of Information Act (FOI Act) mainly covers public authorities like government departments, councils and health bodies. However, it can affect private businesses that deal with them through grants, licences, tenders or contracts.

    Does the Freedom of Information Act apply to private companies?

    Not directly, but it can apply if:

    • you share information with a public body that is subject to an FOI request
    • the information you share is published under their publication scheme

    What is a Freedom of Information (FOI) request?

    Under the FOI Act, anyone can ask a public authority for recorded information they hold, including details from businesses carrying out public functions, such as utility providers. This right applies to all information held, including emails, reports and contracts, and not just official records. If you contract with a public body, your intellectual property and confidential data could be included under the FOI request, if this type of information is on their record.

    How can FOI disclosure affect your business?

    If the public body receives an FOI request for information that relates to your business, they may need to disclose certain details. This can affect your commercial interests- for example, by revealing pricing, strategies or customer data to competitors.

    A public body will normally consult you first in a 'third-party consultation' before they release your information. They will explain the requested information, why they plan to release it and what harm it might cause to your business. You can then respond with arguments against disclosure, such as commercial sensitivity. The body must consider your views before deciding.

    Exemptions to FOI disclosure

    Certain types of information are exempt under the law. For example, financial records or contract details may be exempt from disclosure if they prejudice someone's commercial interest. Exemptions may also apply to requests for third-party personal data, under the UK General Data Protection Regulation (UK GDPR). See more on FOI exemptions: absolute and qualified.

    When sharing information with regulators or public bodies, consider their Freedom of Information obligations and the possible risk of disclosure.

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  • FOI exemptions: absolute and qualified

    Overview of the Freedom of Information exemptions and the right of public bodies to withhold information from disclosure.

    Public authorities may refuse Freedom of Information (FOI) Act requests under certain conditions. For example, if requests:

    • cost too much or take too long to process
    • are vexatious
    • repeat an earlier request from the same person

    They can also apply exemptions to withhold information or refuse to confirm it exists.

    Some exemptions relate to a certain type of information, eg information on government policies. Other exemptions can apply if harm would arise, or be likely to arise, from disclosure.

    Absolute exemption under the FOI Act

    These let public authorities withhold information without a public interest check. Examples include:

    • national security matters
    • information banned from disclosure by other laws
    • if disclosure would result in a breach of confidence that could lead to legal action

    Most FOI exemptions are not absolute. Many exemptions require public bodies to consider public interest before releasing information.

    Qualified exemption under the FOI Act

    Most exemptions are qualified. This means that public authorities must apply a public interest test and disclose information unless withholding it serves a greater public interest.

    Examples of qualified exemptions include that are relevant to business include:

    • commercial interests (section 43)
    • sensitive business information
    • trade secrets

    See a full list of FOI exemptions and read more about the FOI and commercially sensitive information.

    FOI and data protection

    Under the UK General Data Protection Regulation (UK GDPR), if someone's FOI request involves revealing third-party personal data, public bodies must check if disclosure is fair, lawful and necessary. If it's not, or if it's disproportionate, the information will be exempt.

    Read more about the data protection principles under the UK GDPR.

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  • FOI and commercially sensitive information

    How to protect your trade secrets and commercial interest from FOI requests if you share information with public bodies.

    The Freedom of Information (FOI) Act covers public authorities, but it can also affect private businesses that contract with the public sector, or provide goods and services to public bodies. 

    Your sensitive information shared under a contract may, in this case, be subject to an FOI request. Information that harms commercial interests is exempt from disclosure under section 43 of the FOI Act (a qualified exemption).

    What counts as a commercial interest?

    Any information affecting your ability to compete, such as pricing, strategies or supplier details, counts as a commercial interest. Before releasing such information, public bodies must check if disclosure would cause real or likely harm to commercial interests. They do this through a test of prejudice.

    Prejudice to commercial interests

    To claim exemption for prejudice to commercial interests, you must show:

    • a specific negative impact from disclosure
    • that impact is significant (real, actual or of substance)
    • a real possibility (or likelihood) that the harm will occur because of disclosure

    Businesses provide evidence during third-party consultation to support the case, but the public body decides if the criteria are met (specific harm, significant impact, real possibility).

    Trade secrets and the FOI

    Under the FOI Act, trade secrets could potentially be exempt from disclosure. The Act doesn't define the term 'trade secret'. The term can cover, for example, technical information (invention, processes, recipes) and business information (supplier lists, costs, pricing or product development plans, etc).

    To constitute a trade secret, information should require the highest level of secrecy and not be: 

    • generally known
    • widely disseminated
    • simply confidential, but confer a competitive advantage to the owner

    Section 43 is generally the primary exemption that specifically covers trade secrets, and any information that would prejudice the commercial interest. Section 43 is a 'qualified exemption', which means the public authority must balance the harm of disclosure against the public interest in releasing the information.

    Find out more about section 43 - trade secrets and prejudice to commercial interests.

    Section 41 can sometimes be used to protect information provided in confidence, including trade secrets, if they were provided to a public authority by a third party. Section 41 is an 'absolute exemption', meaning there is no requirement to perform a public interest test.


    Find more information on section 41 - confidentiality.

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  • Manage the risk of disclosure of confidential information

    How to protect your business' confidential information if you share it with public bodies subject to an FOI request.

    The Freedom of Information (FOI) Act applies to public sector bodies. If your business provides goods or services to them, any shared information could be at risk of disclosure through an FOI request.

    Information at risk of FOI disclosure

    Types of information at risk of disclosure under the FOI Act include, for example:

    • reports, annual returns and investigations you provide to public bodies
    • public tenders or contracts details
    • public consultations responses
    • information relating to planning or development

    Public authorities may also hold your financial records or other commercially sensitive data, which could qualify for exemption. See FOI and commercially sensitive information. 

    How to manage the risk of FOI disclosure

    You cannot remove all risks associated with sharing information with public bodies, but you can take the following steps to reduce them.

    Label information as 'confidential' or 'restricted'

    If the information is confidential or commercially sensitive, think carefully if it is necessary to disclose it. If it is, mark it clearly as 'confidential' or 'restricted'. Submit it separately from other data to avoid accidental disclosure. Keep in mind that simply labelling information 'confidential' does not guarantee exemption.

    Include consultation rights in contracts

    Agree consultation rights in your contracts with public bodies, ie the right to be informed before any disclosures, so you can object before information goes public. Avoid blanket confidentiality clauses and tailor terms and conditions to FOI risks to minimise any impacts.

    Train staff and set procedures

    Train staff on FOI requirements, data protection and the potential risk of information disclosure. Create policies and procedures for sharing data with public bodies. Track what you share with them, review it regularly, and assign FOI responsibility to a named person or team within the business.

    Understand exemptions

    If someone makes an FOI request about your business, a public authority may have to release the information unless an exemption applies. It is worth understanding how exemptions work to know how to object during consultation and argue against the release of sensitive business data.

    FOI brings both risks and opportunities for your business. While disclosure of sensitive details could put your business at risk, FOI lets you request useful information from public bodies, such as details of procurement criteria and tender process, decisions, previous contract awards and supplier details, and even competitor bids on business contracts. Find out how to use FOI to your business advantage.

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  • Use FOI to your business advantage

    Use Freedom of Information requests to find and access information held by public bodies that could benefit your business.

    Public sector organisations may hold information that is relevant to your business or industry. For example, information on their procurement processes, previous bid proposals or existing public contracts, and even information on your competitors. You have the right to request this information under the Freedom of Information (FOI) Act.

    Exemptions may limit what you receive, if disclosure would result in someone's personal details or commercial secrets being revealed.

    Before making an FOI request

    Before you make a request, check if the information is already in the public domain (eg on the public body's website or publication scheme).

    You should not make requests for your own personal data under the FOI provisions. Instead, make a subject access request under the UK General Data Protection Regulation.

    How to make an FOI request

    Any request you make for information under the FOI Act must be made in writing and include:

    • your name
    • your contact details (postal or email address)
    • clear details of the information needed and preferred format

    See how to access information from a public body.

    What happens when you make an FOI request?

    Public authorities must reply within 20 working days. They may:

    • give you the information you asked for
    • tell you if they don't have the information
    • redirect your request to another authority, if needed
    • charge a fee if allowed (rules apply)
    • withhold information under an exemption and explain why
    • tell you they need longer to respond - up to 40 days for public interest cases

    Find ICO's guidance on time limits for compliance under the FOI Act.

    Requests are handled 'applicant blind' - your identity and purpose do not matter.

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  • Responding to a Freedom of Information request

    What to do if a public authority asks your business to help with a Freedom of Information request.

    Private businesses are not directly subject to the Freedom of Information (FOI) Act. You are unlikely to receive requests unless you hold information on behalf of a public body, such as under a contract.

    If you receive an FOI request

    Forward it to the public authority you work with and discuss their expected response. They remain responsible for replying, normally within 20 working days.

    If you're asked to assist with an FOI request

    Provide any relevant information you have that the public authority may need for their reply. They will guide you on what they need, handling process and timelines, and any exemptions that may apply.

    If you're asked to assist with an FOI request, it may help to understand more about the public authority's duty to respond.

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IT training and learning needs analysis

In this guide:

  • Advantages of IT training for your business

    Find out about the benefits of IT training and its impact on productivity, efficiency and your business bottom line.

    Information technology (IT) training can help your staff be more confident and comfortable using IT. This can lead to numerous benefits to your business, including:

    • increased productivity
    • greater efficiency
    • improved bottom line
    • quicker adoption of new technologies

    Due to the costs involved, user training and systems support are often seen as additional overheads. However, you need to invest money in both of these areas to ensure the success of IT systems.

    Benefits of IT training and development for staff

    There are many potential benefits of investing in the IT skills of your workforce. For example, staff training and development:

    • helps your business run better - it makes your staff better equipped to use computer systems, handle customer enquiries or make a sale
    • helps staff acquire new skills - this can increase their contribution to your business, as well as their self-esteem and personal development
    • enables staff to undertake new and different tasks - this can lead to job enhancements, promotion and increased motivation and job satisfaction
    • helps staff gain confidence in their use of IT - this can increase their productivity and efficiency
    • makes the transition to new IT systems and technologies easier - for both your staff and customers
    • makes your staff feel appreciated - they will see you investing time and money in their professional development, so retention and morale can increase

    Risks of not investing in IT training

    If you don't give your staff adequate IT training, they may not be able to use your IT systems efficiently. This can potentially lead to:

    • business operations being disrupted
    • efficiency and productivity falling
    • staff becoming frustrated and unhappy
    • deadlines being missed
    • the business losing confidence in the new system

    The more effort you put into training and supporting your staff, the greater the rewards will be in the end. See more on the types of IT training available.

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  • Different types of IT skills

    Overview of the various IT skills required in business, including those for operating computer systems and IT infrastructure.

    Developing your employees’ digital skills is key to helping them succeed in the modern workplace. To support effective training, it’s important to understand the different types of information technology (IT) skills your staff may need.

    Basic digital literacy

    This focuses on the essential skills employees need to use everyday devices and software. It includes tasks like using computers, sending emails, browsing the internet, and working with tools such as word processors and spreadsheets. It’s especially important for employees who have limited or no digital skills.

    Job-specific or application-oriented skills

    Technical training programmes help employees gain the IT knowledge they need for their specific roles. For example, learning to use industry-specific software, such as accounting or customer management tools, or mastering advanced features in programs like Excel. This is targeted at employees who need particular skills to carry out their job tasks effectively.

    IT support skills

    Development focuses on helping staff maintain and fix IT systems, both hardware and software. It includes topics like troubleshooting computer issues, managing networks, and basic device repairs. This is aimed at IT support staff or those in technical roles within your business.

    Cyber security awareness

    General awareness of cyber risks is essential for ensuring all employees understand the importance of protecting your organisation’s systems and data. Basic training will cover areas like recognising phishing attempts, creating strong passwords, securing devices, and understanding data protection regulations. You should provide this type of training to all employees, as everyone plays a role in supporting the cyber security of your organisation.

    Advanced IT and software development

    Bespoke or advanced training may be required for employees involved in the development and management of complex systems or software. For example, programming languages, database management, and cloud computing. Such training is primarily designed for IT specialists, developers, and those working on technical projects.

    Leadership and IT management skills

    Various training options are available for those managing IT teams, projects, or strategies, teaching skills like IT project management, leadership in technology environments, and using IT to achieve business goals. This sort of development is crucial for managers and senior staff in charge of IT operations.

    Compliance and legal training

    This helps staff understand the legal and regulatory requirements surrounding IT use. It includes topics like data protection laws (eg General Data Protection Regulation, or GDPR), intellectual property, and IT-related legal matters. This is particularly important for HR or legal teams, or anyone who handles sensitive company data.

    Each category addresses different skill levels and requirements, ensuring your staff are equipped to perform their roles effectively and safely. You should carry out an IT training and learning needs analysis to tailor skills development to the specific needs of your business and workforce.

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  • IT training and learning needs analysis

    Find out how to carry out a training and learning needs analysis to work out what IT skills your business needs.

    Before arranging IT training for your staff, you should carry out a training and learning needs analysis (TLNA). This will ensure that your training is cost-effective and better received.

    Training needs analysis for IT skills

    Training needs analysis can be very sophisticated, but a simple approach is suitable for most small businesses. The goal of a training needs analysis is to:

    • decide if training is really needed
    • find any causes of poor performance
    • decide on the content and scope of training
    • define the required training outcomes

    Training needs analysis stages

    Typically, you can carry out an IT training needs analysis in stages:

    1. Identify the problem

    Decide which business issues you need to address. For example, you may need to improve productivity in producing reports for clients. This may involve different staff carrying out different roles.

    2. Plan the TLNA

    This work will involve some or all of your staff. It's important to have a clear plan for the training needs analysis and keep all those involved informed. Tell staff how long the exercise will last, who you will interview and the outcomes that you expect from the TLNA.

    3. Collect information

    Interview your staff so that you understand their current IT skill levels. In a small business, this can be a fairly informal process. If you need basic office skills, you can use the European Computer Driving Licence (ECDL), now commonly rebranded as ICDL (International Certification of Digital Literacy) to provide a structure for these interviews.

    4. Analyse information

    Review the interview results to determine where you should concentrate your training effort. Consider which training methods may fit your business.

    5. Develop a training action plan

    Define what training is needed by whom, and how soon, and develop a staff training plan.

    6. Communicate the results to your staff

    Once you identify your training needs, consider the ways in which you can deliver the required training. See more on the types of IT training available.

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  • Types of IT training available

    Staff training can take many forms and follow many different methods - find the one that fits your business.

    Staff training can take many forms and utilise many different methods. The right training can help you make the most of your investment in information technology (IT) systems.

    To determine what type and level of training your staff may need, you should carry out an IT training and learning needs analysis.

    Methods of IT training

    Depending on what IT skills your business needs, there are many sources and methods of training available, including:

    Internal training

    You can ask an experienced person within your business to train their co-workers or host a training session that focuses on a particular skill or task. This can be an inexpensive way to upskill your staff. Keep in mind that effective delivery of training is a skill in itself and you may need to source course material separately.

    Public courses

    You can book a training course with professional training providers or companies. The course can take place away from the workplace, often at the provider's own venue, and the price of the training may also include course material.

    In-house training

    You can hire training organisations, IT consultants or system suppliers to deliver bespoke training to your staff at your own premises. Larger organisations may find this type of training cost-effective if they have multiple employees with the same training needs. This is unlikely to be the case for small businesses with just a few staff.

    Online training

    Some training providers will offer computer-based training, most often delivered over the internet. These types of courses often provide businesses with a more cost-effective and flexible approach to staff training.

    Self-paced learning

    Some people may find learning on their own easier than taking a training course. You may wish to source some self-study books or manuals if you find that your employees best learn on their own.

    One-to-one

    In some circumstances, one-to-one delivery of training may best meet the learning needs of individuals. For example, many IT qualifications are based on experience gained in the workplace and are often highly practical in nature. The training required will often be given on a one-to-one basis that provides hands-on experience.

    Some training - such as webinars, interactive tutorials, learning videos, etc - may be available online free of charge. There are pros and cons to any type of training. Make sure that you consider all the options to find training methods to fit your business.

    Choosing your training provider

    Any business can set itself up as a training provider. When choosing training solutions, make sure that the provider is legitimate, accredited, with good references and that the training meets a recognised standard. See more on IT skills standards and qualifications.

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  • IT skills: Qualifications and certifications

    Upskill your staff with global and national IT certifications to boost digital skills and productivity in your business.

    In Northern Ireland, various IT qualifications are available to help businesses upskill their workforce. These range from globally recognised certifications to nationally recognised qualifications, catering to different levels of expertise and roles.

    Global standards and IT certifications

    Choosing the right qualification will ensure your employees are equipped with the necessary skills to succeed in the digital workplace.

    International Certification of Digital Literacy (ICDL)

    ICDL is a widely recognised qualification for basic to advanced digital skills. It covers areas like word processing, spreadsheets, presentations and online collaboration. The certification is accredited by the British Computer Society (BCS). Training and testing in Northern Ireland are available through BCS-approved centres.

    CompTIA certifications

    CompTIA stands for Computing Technology Industry Association and offers a range of vendor-neutral, industry-recognised certifications for different levels of IT knowledge. The core certifications are ideal for employees looking for broad IT skills for job roles in IT support, networking or cyber security. Find a list of CompTIA certifications.

    Microsoft certifications

    Microsoft offers certifications for IT professionals at fundamental, role-based, and specialist level. They help validate skills and expertise in working with Microsoft technologies across a range of categories, including infrastructure, data and artificial intelligence, digital apps, modern work, business applications and security. Free learning resources are available through Microsoft learn. Courses are delivered through a network of official learning partners, further education colleges and private IT training providers.

    Cisco certifications

    Cisco certifications are widespread in the IT and networking industry. They validate skills related to network administration, security, design and related IT fields, with a structured path that allows individuals to progress from entry-level to expert level-certifications. Training can be instructor-led or self-paced, online or in-person, through further education colleges, private training providers and global learning partners. Read about Cisco certifications.

    It is important to note that many certifications, particularly those from global providers, require recertification after a certain period.

    Sector-specific qualifications

    Specialised IT qualifications are designed to meet the unique needs of specific sectors or industries. For example, qualifications are available in areas such as:

    • accounting software training – for finance roles
    • CAD certifications – in architecture, engineering and product design

    As industries adopt emerging technologies, qualifications are increasingly expanding into new areas. For example:

    • artificial intelligence and machine learning training
    • cloud computing certifications
    • digital marketing tools and platforms accreditations

    These credentials can ensure staff are familiar with the latest industry tools and technologies, and can apply them effectively in their roles.

    National qualifications

    National qualifications provide recognised standards of learning and skills development, helping individuals gain the knowledge and expertise needed for various roles in the workplace. They are typically delivered by further education colleges, community organisations, and training providers.

    Essential Skills IT qualification

    These qualifications help employees develop essential digital skills at Level 1 and Level 2. They cover basic tasks like using devices, online communication, and staying safe online. In Northern Ireland, Essential Skills IT is free.

    Level 2 and 3 IT qualifications

    These qualifications offer more advanced skills in areas like IT user skills, systems support, and software development. They are designed for employees wanting to progress to more technical roles. See what different qualification levels mean in Northern Ireland.

    National Vocational Qualifications (NVQs) in IT

    NVQs are work-based and focus on practical skills in IT support, web development, and network administration. These are available at Level 2 to Level 4. Your staff can study them at work, at college or as part of an apprenticeship. Find out more about NVQs.

    There are various government-funded schemes and local initiatives in Northern Ireland to support IT skills development, particularly for small and medium-sized businesses. If you’re looking for training subsidies, check our Business Support Finder for funding options.

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  • Review the effectiveness of your IT training

    How to carry out a training review to evaluate the effectiveness of training and its impact on staff capabilities.

    Information technology (IT) training should aim to meet business objectives. You can use an IT training and learning needs analysis to decide who needs training, and in what skills.

    Once your staff complete their training, make sure that they have the opportunity to use and reinforce their new skills. Without this immediate practice, much of the benefits of the training can be lost.

    How to evaluate the effectiveness of training?

    You can evaluate the effectiveness of the training by reviewing the capabilities of your employees in the relevant set of skills, before and after training.

    A good way to do this is to:

    • speak to staff and ask them how well they are able to carry out the tasks that they were trained on
    • seek feedback on trainers who delivered the training
    • monitor changes in staff performance and efficiency after the training
    • monitor the need for external support in this particular IT area

    Understanding the impact of the training can help you select better training suppliers and courses in the future.

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  • Outsourcing IT and technical support

    Examine technical support options for your business and decide if in-house or third-party support is right for you.

    The complex nature of computers and applications means that problems with hardware or software are inevitable. Some form of technical support is essential for ensuring the continuity of information technology (IT) systems used by your business.

    Reactive vs. proactive technical support

    Technical support can be categorised in two ways:

    • reactive support is concerned with responding to problems as they occur and identifying and supplying solutions
    • proactive support attempts to ensure that systems are properly maintained and monitored to find potential problems and fix them before they become major issues

    Both types of technical support are available as either in-house or externally sourced solutions.

    Advantages of in-house support over outsourcing IT

    The main advantage of providing in-house IT support is that you can deal with problems quickly and provide proactive support more easily. However, employing dedicated IT staff can be expensive.

    Contracting out or outsourcing IT support to third parties is more common. It tends to be more cost-effective because you seek and get support as required. The support service is:

    • usually accessed via a telephone helpdesk
    • often supplemented by email communications

    If you can't resolve a problem over email or phone, it will be escalated. If an on-site visit is required it usually costs extra.

    If you are considering outsourcing your IT support to a third-party provider, it is best to choose someone based on a personal recommendation as the quality of service can vary.

    Bear in mind that you might compromise your customers' rights and void any potential warranties if you have the equipment serviced by an unauthorised third party.

    Read about the different types of outsourcing services and their advantages and disadvantages.

    Support for your business software and hardware

    Most software manufacturers provide remote support for a limited period. Typically this will be from 30 days to one year, with the option to purchase additional support as required.

    Outsourced support isn't usually an option with hardware, as problems often require some form of physical intervention. However, warranties may require faulty equipment to be returned to the supplier rather than being repaired on-site by an engineer. This could mean that you are without key equipment for the duration of the repair if a replacement hasn't been provided.

    Before you buy any IT equipment, you should look into the length of the warranty, and service levels during the warranty and after it.

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  • Checklist: Choosing an IT training provider

    Questions to ask potential IT training providers to make sure you choose the right training solution for your business.

    With many options available, choosing an information technology (IT) training provider can be difficult. Before committing to a particular course or entering into a technical support contract, it can help to ask the following questions:

    • How long has the supplier been established?
    • What training materials and documentation are provided to attendees of the training company's courses?
    • Does the training company offer any materials for evaluation purposes so that you can try them before you buy?
    • Does the training company conduct a training needs analysis and offer consultancy? If so, at what rates?
    • Are training costs based on the number of students or is there a set charge for a particular course?
    • Is the training company prepared to provide training on-site? What facilities will be needed, eg room layout, equipment, etc?
    • What are the specific costs associated with the provision of technical support, eg an annual cost or renewable subscription, a charge per PC being supported, charges based on the number of users, etc?
    • What procedures are in place to escalate support calls to ensure that they progress towards a solution?
    • Is the technical support supplier prepared to make on-site visits to address and rectify technical issues with your systems? If so, what are the charges associated with such services?
    • What qualifications do the supplier's technicians hold? Are they fully qualified or certified by the manufacturers to support and maintain your IT hardware and software?
    • Can the support company provide references for you to contact?

    Get help with ICT

    If you are a business located in Northern Ireland, and you need assistance with ICT issues or with assessing your business' skills requirements, you may be able to get practical advice and help from Invest Northern Ireland. 

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Checklist: Choosing an IT training provider

In this guide:

  • Advantages of IT training for your business

    Find out about the benefits of IT training and its impact on productivity, efficiency and your business bottom line.

    Information technology (IT) training can help your staff be more confident and comfortable using IT. This can lead to numerous benefits to your business, including:

    • increased productivity
    • greater efficiency
    • improved bottom line
    • quicker adoption of new technologies

    Due to the costs involved, user training and systems support are often seen as additional overheads. However, you need to invest money in both of these areas to ensure the success of IT systems.

    Benefits of IT training and development for staff

    There are many potential benefits of investing in the IT skills of your workforce. For example, staff training and development:

    • helps your business run better - it makes your staff better equipped to use computer systems, handle customer enquiries or make a sale
    • helps staff acquire new skills - this can increase their contribution to your business, as well as their self-esteem and personal development
    • enables staff to undertake new and different tasks - this can lead to job enhancements, promotion and increased motivation and job satisfaction
    • helps staff gain confidence in their use of IT - this can increase their productivity and efficiency
    • makes the transition to new IT systems and technologies easier - for both your staff and customers
    • makes your staff feel appreciated - they will see you investing time and money in their professional development, so retention and morale can increase

    Risks of not investing in IT training

    If you don't give your staff adequate IT training, they may not be able to use your IT systems efficiently. This can potentially lead to:

    • business operations being disrupted
    • efficiency and productivity falling
    • staff becoming frustrated and unhappy
    • deadlines being missed
    • the business losing confidence in the new system

    The more effort you put into training and supporting your staff, the greater the rewards will be in the end. See more on the types of IT training available.

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  • Different types of IT skills

    Overview of the various IT skills required in business, including those for operating computer systems and IT infrastructure.

    Developing your employees’ digital skills is key to helping them succeed in the modern workplace. To support effective training, it’s important to understand the different types of information technology (IT) skills your staff may need.

    Basic digital literacy

    This focuses on the essential skills employees need to use everyday devices and software. It includes tasks like using computers, sending emails, browsing the internet, and working with tools such as word processors and spreadsheets. It’s especially important for employees who have limited or no digital skills.

    Job-specific or application-oriented skills

    Technical training programmes help employees gain the IT knowledge they need for their specific roles. For example, learning to use industry-specific software, such as accounting or customer management tools, or mastering advanced features in programs like Excel. This is targeted at employees who need particular skills to carry out their job tasks effectively.

    IT support skills

    Development focuses on helping staff maintain and fix IT systems, both hardware and software. It includes topics like troubleshooting computer issues, managing networks, and basic device repairs. This is aimed at IT support staff or those in technical roles within your business.

    Cyber security awareness

    General awareness of cyber risks is essential for ensuring all employees understand the importance of protecting your organisation’s systems and data. Basic training will cover areas like recognising phishing attempts, creating strong passwords, securing devices, and understanding data protection regulations. You should provide this type of training to all employees, as everyone plays a role in supporting the cyber security of your organisation.

    Advanced IT and software development

    Bespoke or advanced training may be required for employees involved in the development and management of complex systems or software. For example, programming languages, database management, and cloud computing. Such training is primarily designed for IT specialists, developers, and those working on technical projects.

    Leadership and IT management skills

    Various training options are available for those managing IT teams, projects, or strategies, teaching skills like IT project management, leadership in technology environments, and using IT to achieve business goals. This sort of development is crucial for managers and senior staff in charge of IT operations.

    Compliance and legal training

    This helps staff understand the legal and regulatory requirements surrounding IT use. It includes topics like data protection laws (eg General Data Protection Regulation, or GDPR), intellectual property, and IT-related legal matters. This is particularly important for HR or legal teams, or anyone who handles sensitive company data.

    Each category addresses different skill levels and requirements, ensuring your staff are equipped to perform their roles effectively and safely. You should carry out an IT training and learning needs analysis to tailor skills development to the specific needs of your business and workforce.

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  • IT training and learning needs analysis

    Find out how to carry out a training and learning needs analysis to work out what IT skills your business needs.

    Before arranging IT training for your staff, you should carry out a training and learning needs analysis (TLNA). This will ensure that your training is cost-effective and better received.

    Training needs analysis for IT skills

    Training needs analysis can be very sophisticated, but a simple approach is suitable for most small businesses. The goal of a training needs analysis is to:

    • decide if training is really needed
    • find any causes of poor performance
    • decide on the content and scope of training
    • define the required training outcomes

    Training needs analysis stages

    Typically, you can carry out an IT training needs analysis in stages:

    1. Identify the problem

    Decide which business issues you need to address. For example, you may need to improve productivity in producing reports for clients. This may involve different staff carrying out different roles.

    2. Plan the TLNA

    This work will involve some or all of your staff. It's important to have a clear plan for the training needs analysis and keep all those involved informed. Tell staff how long the exercise will last, who you will interview and the outcomes that you expect from the TLNA.

    3. Collect information

    Interview your staff so that you understand their current IT skill levels. In a small business, this can be a fairly informal process. If you need basic office skills, you can use the European Computer Driving Licence (ECDL), now commonly rebranded as ICDL (International Certification of Digital Literacy) to provide a structure for these interviews.

    4. Analyse information

    Review the interview results to determine where you should concentrate your training effort. Consider which training methods may fit your business.

    5. Develop a training action plan

    Define what training is needed by whom, and how soon, and develop a staff training plan.

    6. Communicate the results to your staff

    Once you identify your training needs, consider the ways in which you can deliver the required training. See more on the types of IT training available.

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  • Types of IT training available

    Staff training can take many forms and follow many different methods - find the one that fits your business.

    Staff training can take many forms and utilise many different methods. The right training can help you make the most of your investment in information technology (IT) systems.

    To determine what type and level of training your staff may need, you should carry out an IT training and learning needs analysis.

    Methods of IT training

    Depending on what IT skills your business needs, there are many sources and methods of training available, including:

    Internal training

    You can ask an experienced person within your business to train their co-workers or host a training session that focuses on a particular skill or task. This can be an inexpensive way to upskill your staff. Keep in mind that effective delivery of training is a skill in itself and you may need to source course material separately.

    Public courses

    You can book a training course with professional training providers or companies. The course can take place away from the workplace, often at the provider's own venue, and the price of the training may also include course material.

    In-house training

    You can hire training organisations, IT consultants or system suppliers to deliver bespoke training to your staff at your own premises. Larger organisations may find this type of training cost-effective if they have multiple employees with the same training needs. This is unlikely to be the case for small businesses with just a few staff.

    Online training

    Some training providers will offer computer-based training, most often delivered over the internet. These types of courses often provide businesses with a more cost-effective and flexible approach to staff training.

    Self-paced learning

    Some people may find learning on their own easier than taking a training course. You may wish to source some self-study books or manuals if you find that your employees best learn on their own.

    One-to-one

    In some circumstances, one-to-one delivery of training may best meet the learning needs of individuals. For example, many IT qualifications are based on experience gained in the workplace and are often highly practical in nature. The training required will often be given on a one-to-one basis that provides hands-on experience.

    Some training - such as webinars, interactive tutorials, learning videos, etc - may be available online free of charge. There are pros and cons to any type of training. Make sure that you consider all the options to find training methods to fit your business.

    Choosing your training provider

    Any business can set itself up as a training provider. When choosing training solutions, make sure that the provider is legitimate, accredited, with good references and that the training meets a recognised standard. See more on IT skills standards and qualifications.

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  • IT skills: Qualifications and certifications

    Upskill your staff with global and national IT certifications to boost digital skills and productivity in your business.

    In Northern Ireland, various IT qualifications are available to help businesses upskill their workforce. These range from globally recognised certifications to nationally recognised qualifications, catering to different levels of expertise and roles.

    Global standards and IT certifications

    Choosing the right qualification will ensure your employees are equipped with the necessary skills to succeed in the digital workplace.

    International Certification of Digital Literacy (ICDL)

    ICDL is a widely recognised qualification for basic to advanced digital skills. It covers areas like word processing, spreadsheets, presentations and online collaboration. The certification is accredited by the British Computer Society (BCS). Training and testing in Northern Ireland are available through BCS-approved centres.

    CompTIA certifications

    CompTIA stands for Computing Technology Industry Association and offers a range of vendor-neutral, industry-recognised certifications for different levels of IT knowledge. The core certifications are ideal for employees looking for broad IT skills for job roles in IT support, networking or cyber security. Find a list of CompTIA certifications.

    Microsoft certifications

    Microsoft offers certifications for IT professionals at fundamental, role-based, and specialist level. They help validate skills and expertise in working with Microsoft technologies across a range of categories, including infrastructure, data and artificial intelligence, digital apps, modern work, business applications and security. Free learning resources are available through Microsoft learn. Courses are delivered through a network of official learning partners, further education colleges and private IT training providers.

    Cisco certifications

    Cisco certifications are widespread in the IT and networking industry. They validate skills related to network administration, security, design and related IT fields, with a structured path that allows individuals to progress from entry-level to expert level-certifications. Training can be instructor-led or self-paced, online or in-person, through further education colleges, private training providers and global learning partners. Read about Cisco certifications.

    It is important to note that many certifications, particularly those from global providers, require recertification after a certain period.

    Sector-specific qualifications

    Specialised IT qualifications are designed to meet the unique needs of specific sectors or industries. For example, qualifications are available in areas such as:

    • accounting software training – for finance roles
    • CAD certifications – in architecture, engineering and product design

    As industries adopt emerging technologies, qualifications are increasingly expanding into new areas. For example:

    • artificial intelligence and machine learning training
    • cloud computing certifications
    • digital marketing tools and platforms accreditations

    These credentials can ensure staff are familiar with the latest industry tools and technologies, and can apply them effectively in their roles.

    National qualifications

    National qualifications provide recognised standards of learning and skills development, helping individuals gain the knowledge and expertise needed for various roles in the workplace. They are typically delivered by further education colleges, community organisations, and training providers.

    Essential Skills IT qualification

    These qualifications help employees develop essential digital skills at Level 1 and Level 2. They cover basic tasks like using devices, online communication, and staying safe online. In Northern Ireland, Essential Skills IT is free.

    Level 2 and 3 IT qualifications

    These qualifications offer more advanced skills in areas like IT user skills, systems support, and software development. They are designed for employees wanting to progress to more technical roles. See what different qualification levels mean in Northern Ireland.

    National Vocational Qualifications (NVQs) in IT

    NVQs are work-based and focus on practical skills in IT support, web development, and network administration. These are available at Level 2 to Level 4. Your staff can study them at work, at college or as part of an apprenticeship. Find out more about NVQs.

    There are various government-funded schemes and local initiatives in Northern Ireland to support IT skills development, particularly for small and medium-sized businesses. If you’re looking for training subsidies, check our Business Support Finder for funding options.

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  • Review the effectiveness of your IT training

    How to carry out a training review to evaluate the effectiveness of training and its impact on staff capabilities.

    Information technology (IT) training should aim to meet business objectives. You can use an IT training and learning needs analysis to decide who needs training, and in what skills.

    Once your staff complete their training, make sure that they have the opportunity to use and reinforce their new skills. Without this immediate practice, much of the benefits of the training can be lost.

    How to evaluate the effectiveness of training?

    You can evaluate the effectiveness of the training by reviewing the capabilities of your employees in the relevant set of skills, before and after training.

    A good way to do this is to:

    • speak to staff and ask them how well they are able to carry out the tasks that they were trained on
    • seek feedback on trainers who delivered the training
    • monitor changes in staff performance and efficiency after the training
    • monitor the need for external support in this particular IT area

    Understanding the impact of the training can help you select better training suppliers and courses in the future.

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  • Outsourcing IT and technical support

    Examine technical support options for your business and decide if in-house or third-party support is right for you.

    The complex nature of computers and applications means that problems with hardware or software are inevitable. Some form of technical support is essential for ensuring the continuity of information technology (IT) systems used by your business.

    Reactive vs. proactive technical support

    Technical support can be categorised in two ways:

    • reactive support is concerned with responding to problems as they occur and identifying and supplying solutions
    • proactive support attempts to ensure that systems are properly maintained and monitored to find potential problems and fix them before they become major issues

    Both types of technical support are available as either in-house or externally sourced solutions.

    Advantages of in-house support over outsourcing IT

    The main advantage of providing in-house IT support is that you can deal with problems quickly and provide proactive support more easily. However, employing dedicated IT staff can be expensive.

    Contracting out or outsourcing IT support to third parties is more common. It tends to be more cost-effective because you seek and get support as required. The support service is:

    • usually accessed via a telephone helpdesk
    • often supplemented by email communications

    If you can't resolve a problem over email or phone, it will be escalated. If an on-site visit is required it usually costs extra.

    If you are considering outsourcing your IT support to a third-party provider, it is best to choose someone based on a personal recommendation as the quality of service can vary.

    Bear in mind that you might compromise your customers' rights and void any potential warranties if you have the equipment serviced by an unauthorised third party.

    Read about the different types of outsourcing services and their advantages and disadvantages.

    Support for your business software and hardware

    Most software manufacturers provide remote support for a limited period. Typically this will be from 30 days to one year, with the option to purchase additional support as required.

    Outsourced support isn't usually an option with hardware, as problems often require some form of physical intervention. However, warranties may require faulty equipment to be returned to the supplier rather than being repaired on-site by an engineer. This could mean that you are without key equipment for the duration of the repair if a replacement hasn't been provided.

    Before you buy any IT equipment, you should look into the length of the warranty, and service levels during the warranty and after it.

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  • Checklist: Choosing an IT training provider

    Questions to ask potential IT training providers to make sure you choose the right training solution for your business.

    With many options available, choosing an information technology (IT) training provider can be difficult. Before committing to a particular course or entering into a technical support contract, it can help to ask the following questions:

    • How long has the supplier been established?
    • What training materials and documentation are provided to attendees of the training company's courses?
    • Does the training company offer any materials for evaluation purposes so that you can try them before you buy?
    • Does the training company conduct a training needs analysis and offer consultancy? If so, at what rates?
    • Are training costs based on the number of students or is there a set charge for a particular course?
    • Is the training company prepared to provide training on-site? What facilities will be needed, eg room layout, equipment, etc?
    • What are the specific costs associated with the provision of technical support, eg an annual cost or renewable subscription, a charge per PC being supported, charges based on the number of users, etc?
    • What procedures are in place to escalate support calls to ensure that they progress towards a solution?
    • Is the technical support supplier prepared to make on-site visits to address and rectify technical issues with your systems? If so, what are the charges associated with such services?
    • What qualifications do the supplier's technicians hold? Are they fully qualified or certified by the manufacturers to support and maintain your IT hardware and software?
    • Can the support company provide references for you to contact?

    Get help with ICT

    If you are a business located in Northern Ireland, and you need assistance with ICT issues or with assessing your business' skills requirements, you may be able to get practical advice and help from Invest Northern Ireland. 

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