The Internet Bank belongs to one of the largest banks in the UK. The bank is part of the top 10 banking groups in the world and the group is ranked amongst the Fortune 100 companies. The internet bank was launched in 2000 and has more than 600,000 customers.

The IT maintenance and support service for the Internet banking system was outsourced by the client to a global IT services and systems integration major. However, the client was concerned with the quality of services received. The high costs of maintenance were placing the internet banking business margins under constant pressure. Due to poor service quality, the customer satisfaction ratings had also dropped drastically (2 out of 5).

ITC Infotech was brought in at this critical juncture to assuage this problem. The key services delivery objectives included:

	24 x 7 Service Level Agreement (SLA) driven application maintenance and support of the system
	SLA driven optimized incident resolution and on demand change implementations
	Overall improvement of online banking customer satisfaction rating

Transition of knowledge and support responsibilities from the incumbent vendor was one of the key challenges of this project. ITC Infotech adopted a “Shadowing approach” that involved identifying counterparts for each incumbent vendor team member with ITC Infotech team member on the technical area of expertise and responsibility levels. Knowledge gathering process involved holding regular shadowing meetings, documenting the knowledge gathered during these meetings and through review and signoff of the documents created by the ITC Infotech team members. Within a short period of 3 months, ITC Infotech successfully completed the transition.

ITC Infotech is currently supporting the web banking system, managing all uptime, performance and security issues on a 24x7 service delivery model, while also making sure that complex third-party application interfaces are managed, incidents are resolved within SLA, and change requests are implemented on demand.

Some of the key benefits delivered by ITC Infotech are:

	The offshore AMS services opened the way for a sustainable and consistent annual savings of GBP 1 million for the client.
	The customer satisfaction ratings for the Internet banking application climbed up from an abysmal 2 to touch a maximum level of 5 on a scale of 5, and steadied at an average of 4 out of 5 across 12 months.

Customer Testimonial

“The team deserves it (5 out of 5 rating). Ensuring that the application was available for DR on Power down Weekend after the application supporter had abdicated all responsibility was an excellent achievement. Not only was a business-critical system available for the users but also a proven DR solution and test designed and conducted”
Mr. Phil May,
Production Support Manager.