We are not just talking about computers here, but about the entire information management system. When we decided to modernize our approach to handling complaints, we discovered that our old system prevented appropriate information sharing. Its a system that operates in silos. Once the transformation is complete, we will have a genuine information management system. It will enable us to manage complaints in a more flexible and more effective manner and to reduce the number of steps that we must currently take as a result of our old system.
On May 10th, 2012. See this statement in context.