A financial services company serving more than nine million private and corporate customers, needed to improve its IT department in the face of increased scrutiny from its internal customers and senior stakeholders. The department had to make its performance and the cost of its services more transparent, so this leading Dutch retail bank asked PA to undertake a detailed analysis of the situation and devise a practical improvement plan, including a set of measures to help the IT department quantify and demonstrate better performance and perception within the business.
PA developed a set of tools to analyse the service breakdown and improve cooperation internally. These tools consisted of a redefined service framework, up-to-date service administration and a new way of service reporting to provide the required transparency.
Within just four months of the project going live, the bank had identified €7m in cost savings, as well as noticeably improved transparency and increased satisfaction with the IT department from its customers and stakeholders.
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