Technology platform solutions for back office operations
The challenge.
The client provides various back office operations services to small banks through its Business Services model. Bank market outsourcing clients demanded that these services truly provide value in terms of service quality, managing costs and enhanced end customer offerings. The client also wanted to comply with banking regulatory guidance, which recommended that all outsourcing contracts should include performance benchmarks that define minimum service-level requirements.
They asked us to create a program which would provide them with meaningful performance benchmarks, minimum service requirements and the appropriate tools and information to monitor and manage business results.
Our solution.
We developed an in-house application to be used within the client's network by various relationship managers. The application front end is Microsoft Visual Basic 6.0. The application framework is a standard MDI GUI application with the backend being SQL Server 7.0. The application has a scheduler written in Microsoft Visual Basic 6.0. Reports are generated in Microsoft Excel 2000.
The system features a reporting component which would identify transaction volume and service trends and communicate to clients. We also compiled and calculated contractual performance standard reports for review of relationship managers.
Since most of the data required for compilation of the Service Levels had to be extracted from the mainframe, we opted for using the open architecture framework for data retrieval which, among other advantages, allowed for fast and efficient retrieval of required information from the core legacy system in the desired format.
The results.
- Reduction in manual effort by 50%.
- Establishment of performance expectations with current and prospective clients.
- Articulation of recommended “best practices” based on the client’s industry expertise.
- Early recognition of potential sub-standard performance trends though various reports.
- Recognition of exceptional service.
- Clear differentiation of offerings from those of the competition.