Improving compliance and customer trust in payment processing integrity through strategic data governance

Summary

An African payment processing company, transitioning from a startup to a scaling enterprise, faced critical challenges in data security and governance. Following a damaging data breach, the organization partnered with experts to build a foundational, scalable data strategy. This initiative included a comprehensive assessment, implementation of a data governance framework, and organizational training. The result was improved compliance, enhanced customer trust, and a culture of data-driven decision-making that continues to mature.

Challenge

As the company grew, its ungoverned and inconsistent data practices led to several operational and security vulnerabilities. A significant data breach highlighted the urgent need to improve cybersecurity and adopt a more mature approach to data management. Existing technologies and processes could not keep pace with business needs, resulting in inaccurate, noncompliant data. Moreover, there was a widespread lack of data literacy across the organization. Addressing these issues required not only technical improvements but also a cultural and educational shift around data strategy and management.

Solution

To address the company’s multifaceted data challenges, the project was structured in four strategic phases, each designed to build upon the last.

COMPASS+ organizational assessment

The first phase was a deep diagnostic effort to understand the current landscape of the company’s people, processes, and technologies. Through stakeholder interviews and data analysis, the team identified the gaps between the existing state and the company’s desired future. This assessment provided a clear picture of technological and procedural shortcomings, helping to lay the groundwork for a targeted strategy.

Data strategy development

Using insights from the assessment, the team built a comprehensive data strategy tailored to the organization’s unique context. This included defining the ideal future state and establishing priorities for action. The team selected platforms suited to the company’s needs and outlined methods to define, measure, and analyze key performance indicators. This structured planning ensured the strategy was both actionable and aligned with long-term business goals.

Governance and training

The next phase focused on embedding governance into the organization. The team developed a full-scale data governance framework and assigned clear roles and responsibilities to data owners and stewards. Policies were formalized, compliance requirements were addressed, and practical tools like templates and interfaces were created. In parallel, the team delivered governance training to build internal competency and accountability, equipping staff with the knowledge needed to sustain the framework.

Demand management restructuring

Finally, the project addressed the operational flow of data-related requests. A new intake form was designed to clarify business needs and priorities. The team also refined the agile delivery model to improve responsiveness and restructured teams to better manage incoming demands. This transformation ensured that data initiatives could be delivered with greater efficiency and alignment across business units.

Results

The implementation of a comprehensive data governance strategy significantly improved the organization’s ability to manage and protect data. By strengthening the connection between leadership and IT, the company built a more aligned and secure data environment. The structured, phased approach also set the stage for continuous improvement, making the organization better equipped to respond to future data challenges.

Impact

• Strengthened customer trust through improved data security and compliance
• Increased organizational alignment around data strategy and management
• Enhanced data literacy across departments
• Created a repeatable and scalable approach to data governance
• Built a foundation for long-term data management maturity