Governance and Planning at Step Change Outsourcing is centred on creating structure, clarity and consistency across the organisation. This ensures that everything delivered is not only effective, but also sustainable and accountable.

We spoke with Beth Jones – Planning, Governance and Communications Director who leads the organisation’s governance, risk frameworks – while ensuring these requirements are translated into practical, effective processes across the business. This approach is closely tied to the accreditations we hold as a business. At SCO, standards such as ISO/IEC 27001, PCI DSS and FCA compliance, are not simply certifications to display – they represent the way the organisation operates. These accreditations reflect a collective effort across the business to maintain integrity, and deliver consistently high standards for clients, reinforcing our role as a trusted extension of their brand.

Maintaining these standards is an ongoing commitment that requires continuous monitoring, regular review, and a proactive approach to risk management. Recertification is not a one-time achievement but an integral part of our continuous improvement journey. As Beth highlights, this responsibility is shared across the organisation, with every team contributing to the controls, processes, and practices that support these accreditations.

We are proud to have recently passed both our PCI DSS assessment and our ISO/IEC 27001 surveillance audit, with no major non-conformities identified. This reflects a tremendous collective effort across the business and represents a significant achievement for everyone involved.

These achievements are a testament to the strength of our governance framework and the collective commitment of our teams. Ultimately, governance at Step Change Outsourcing is about more than meeting regulatory and certification requirements. It is about fostering a culture of transparency, accountability, and continuous improvement that supports long-term success.