Digital Innovation & Ethical Technology Statement
Our Approach to Digital Innovation
Call Handling Services Ltd (‘CHS’) is committed to responsible digital innovation that improves accessibility, service resilience, and operational efficiency while maintaining the highest standards of security, privacy, and ethical conduct.
Innovation within CHS is guided by the principle that technology must enhance human outcomes without compromising trust, safety, or transparency.
Our cloud-based communication platforms are designed to support organisations in delivering reliable, scalable, and accessible services, including enabling remote and distributed working models that reduce operational and environmental impact.
Responsible Technology Development
CHS ensures that new technologies and digital capabilities are introduced through controlled governance processes, including:
- formal change management and risk assessment
- information security and privacy impact evaluation
- secure development lifecycle (SDLC) controls
- testing and validation prior to deployment
- ongoing monitoring and continuous improvement
All externally facing services are developed and operated in alignment with recognised industry standards including ISO 27001:2022, ISO 9001, and Cyber Essentials Plus.
Ethical Use of Technology
CHS commits to ensuring that technology solutions:
- are implemented lawfully, fairly, and transparently
- respect individual privacy and data protection rights
- do not introduce unjustified bias or discriminatory outcomes
- maintain appropriate human oversight where required
- operate securely within approved infrastructure environments
Technology introduced by CHS is intended to assist organisations and personnel rather than replace accountable human decision-making.
Innovation Supporting Society
Through innovation, CHS aims to:
- improve accessibility to communication services
- support flexible and remote working models
- enhance service continuity for critical organisations
- reduce environmental impact through digital-first delivery
Innovation initiatives are reviewed to ensure alignment with organisational values, regulatory expectations, and societal benefit.
Governance, Review & Approval
Digital innovation activities are overseen by CHS technical and compliance leadership to ensure alignment with legal, ethical, and security obligations. This statement is approved by the Board of Directors and will be reviewed at least annually, or sooner to reflect evolving technologies, regulatory requirements, or operational practices