Internet Financial Services
Scenario
Internet analysis, development and testing.
Situation
A major UK-based financial institution
was under pressure from competitors and from City analysts
to develop an internet front-end to their traditional
consumer service. They launched a number of separate
European internet units, choosing one EU country for
a low risk pilot, to be followed by the UK.
The system was based around Broadvision
for the front end and Sanchez for application systems.
A range of other suppliers provided hardware, applications
and services. The driving principle was that the new
organisation would be the lowest cost institution in
its chosen sphere because almost every item of data
was available on-line, with very little requirement
for customer service and support.
Charteris Role
Charteris were engaged within the Operations
function of the new organisation; they defined application
functionality and implemented a significant number of
support services such as collections. They also wrote
process flows and procedures, and set up the customer
support function and the Call Centre. Charteris consultants
were heavily involved in most of these activities, and
also provided a substantial element of project management
and project office support.
Solution
Charteris consultants also undertook a large number of additional activities
and made a significant contribution to the whole project
in areas such as functional and technical design, supplier
liaison, process and procedure documentation, WAP strategy
consultancy, testing strategy, problem, risk, issue and
change management, technical & business consultancy.
The director of operations for the new organisation commented, "I
would like to take the opportunity to thank all of you
for the excellent work you have carried out – we would
not be where we are today without your sterling work".
The Charteris contribution was also
recognised by the Managing Director and other senior
staff, because Charteris consultants were successful
in achieving very aggressive targets for completion
of the Operations work.