16th December 2011
Management Assertions – Competitive Intelligence Services Control Procedures
During the period 1 January 2010 through 31 December 2010, Hitwise has maintained effective control procedures to:
Methodology and Data Collection
General Computer Operations
Improvements in controls are required in the following areas:
Document Retention and Records Management – There have been a limited number of instances where customer queries have not been fully documented in the Customer Relationship Management System in accordance with our Customer Complaint Handling Policy. Similarly, there have been a limited number of instances where issues raised in the Automated Error Alerts System have not been formally documented to indicate resolution in accordance with our Automated Errors Alerts Handling Policy. Additionally, some new user creation authorisation forms granting employee user access to the Customer Relationship Management System have not been consistently archived and maintained.
Product Development - Although there is a process in place to capture the approval of all product development projects there needs to be increased attention paid to ensuring that the project approval is filed for future reference.
Chief Information Officer
Hitwise Pty Ltd