How Thalamos Trust Centre supports scale, transparency and customer experience

As Thalamos continues to scale, we are making deliberate choices to ensure our foundations are as strong and future-proof as the platform we are building. That is about more than code. It means embedding best practice into every corner of the business and making it easier for our customers to see, use and trust what we have built. Our new Trust Centre is the latest step in that journey. 

The Trust Centre is now the home for key documentation around information governance, data protection, security, interoperability and clinical safety. While all of this information already existed, we wanted to take a clearer, more transparent approach to how we share it and use it to enhance how we work with partners across health and policing. 

For James Macaulay, Operations Manager at Thalamos, the decision to adopt a Trust Centre came not just from internal priorities, but an external experience. 

“We had increasingly come across Trust Centres while carrying out due diligence on suppliers,” he explained. “It was becoming a standard way to access key compliance information such as data processing arrangements, sub-processors and security certifications. One example stood out for how clearly it laid everything out, and it gave us immediate confidence in that supplier. We realised it was exactly the kind of experience we should be offering our own customers, so we set about creating one for Thalamos.” 

From minimum standard to brand asset

For Macaulay, the Trust Centre is part of a broader shift in how Thalamos thinks about compliance, not as a hurdle to clear but as a value proposition in its own right. 

“We already go above and beyond when it comes to compliance and governance,” he said. “The difference now is we’re showing it. The NHS and the police want to see not just that we’re compliant, but that we take it seriously and understand what good looks like.” 

By opening up access to documentation, Thalamos is now enabling self-service from prospective and current partners. This saves them time and gives them confidence. It also reframes the relationship: instead of responding to requirements, Thalamos is setting a benchmark. 

“When a procurement team comes to our Trust Centre, they get that same ‘sniff test’ reassurance we had when we encounter them as part of our own procurement due diligence,” he added. “If they see we’ve published our ISO certificates, philosophy around IG, data security, and interoperability approach, that is not just a time-saver. It is a signal that we are organised, thoughtful and operating at a high standard.” 

Serving the unique needs of health and policing

While Trust Centres are common in the tech world, applying one in the context of NHS and policing brings unique advantages. 

“Our customers face a more complex set of obligations than a typical B2B client,” Macaulay commented. “They are working with public money, patient data and legacy systems. We are not just being asked if we are compliant. We are being asked whether this will actually work within a complicated ecosystem.” 

That is where the Trust Centre comes in. It is not just a static repository of policies. It shows how Thalamos integrates with NHS systems, how we approach data backups and system resilience, and how we update documentation over time. For someone deep in due diligence, that visibility matters. For someone new to digital procurement, it is an accessible starting point. 

Even for those without a technical background, Macaulay sees it as an approachable way in. “We’ve tried to write our public-facing content in plain English, so someone unfamiliar with data security can still understand what matters. It is about giving people confidence, not just in our product, but in how we operate.” 

A tool to support scale and continual improvement

The Trust Centre also plays an important operational role behind the scenes. As Thalamos grows, it creates a central, always up-to-date source of truth for governance materials, avoiding the need to duplicate information or rewrite content for every new DPIA or supplier questionnaire. 

“The reality is, every procurement process is different, and each one takes time,” he explained. “If we can reduce friction, automate information sharing, and let customers find what they need themselves, we are making it easier to grow without compromising on quality.” 

It is also a nudge for internal teams to stay sharp. “When you know something is going to be made public, you are more likely to keep it accurate and polished,” Macaulay added. “It pushes us to stay ahead of the curve, whether that is aligning with new guidance, completing audits, or adapting to changing expectations from customers.” 

Users can already opt in to receive email alerts when documentation is updated or changes are made to the Trust Centre. This helps ensure customers stay informed without needing to check back manually. 

Building trust by design

Ultimately, the Trust Centre reflects a wider philosophy at Thalamos: that trust is not something you ask for, it is something you build. 

“This is not just about checking boxes. It is about showing we take responsibility seriously. That we think compliance, governance and integration are not just back-office tasks, they are part of the customer experience.” 

As Thalamos continues to grow, tools like the Trust Centre will play a vital role in enabling scale, maintaining operational excellence and supporting long-term partnerships. Good practice should not be a hidden advantage. It should be the way we work, out in the open.