Does a Global and centralized Cybersecurity need a voice of the customer (VoC) program for internal IS/IT customers? Do you have suggestions regarding internal VoC implementation?

At the Virginia Dept of Social Services, IT works jointly with Information Security and the Business to assess customer demands, determine best solution, and also comply with the Commonwealth security standards.  We believe that having the customer start the process thru IT, allows all of us to work behind the scenes to incorporate security into all aspects of IT services

A worldwide and centralized cybersecurity system should benefit from a VoC program findings. Knowing the experiences, difficulties, and goals of internal IS/IT consumers helps enhance system usability, efficiency, and security.

Identify Important Stakeholders: This covers all cybersecurity system users, from frontline IT personnel to senior management. VoC must address their needs and experiences.

Develop and distribute system usability, security, response time, and satisfaction questionnaires. 

Interviews/Focus Groups: Interviews and focus groups provide deeper insights. This may reveal subtle difficulties that surveys miss.

Feedback Loop: The VoC program should be ongoing. It should give real-time input to improve the cybersecurity system as demands and difficulties change.

Act on feedback. Share ideas with the cybersecurity team and create a plan for adjustments.

Customer first security!  Love this idea!

A VoC program bridges cybersecurity teams and internal IS/IT customers, collecting their feedback to tailor strategies, services, and solutions to meet unique needs while mitigating risks.

VOC is an absolute need for continual improvement, customer has equal right to understand the cyber security posture and risks due to emerging technologies.