Performance Improvement: IT Effectiveness: Case Study

Revamping of a bank's IT infrastructure

Issue

Our client initiated a project whose objective was to revamp and overhaul the infrastructure of the mass payment system. In this context, the bank had to bring its organisation, processes, procedures and systems up to date to comply with new standards.

The new and improved interbank payment system had to enable effective, secure and fast fund transfers while complying with the rules and guidelines issued by the authorities.

Approach

PricewaterhouseCoopers’ input to this project was centred on two main contributions:

1. Methodological assistance to conduct the various tasks: PwC assisted the bank’s teams in charge of the project in the methodological structure of the various activities to be conducted. For instance, we helped the bank with the methodology required to write procedures and specifications, select IT vendors, identify training needs or manage calls for tenders. This assistance was provided at the outset of the activities but also when these activities were carried out and monitored.

2. Coaching and knowledge sharing (project management knowledge, technical and functional knowledge, systems, process, organisation and human resource expertise): PwC provided the bank with banking, IT, network, security and human resource professionals in order to cover all aspects of the project. Their role consisted in challenging the bank’s teams on the strategic and operational issues of the project, as well as monitoring the progress of the various subprojects to ensure compliance with this project’s objectives, in conjunction with the BLD’s project manager.

Outcome

Today, the bank can count on:

• A procedure manual in line with the new payment system infrastructure (cheques, transfers, instruments, withdrawals, cards)
• Reorganised branch offices and workstations
• A system to identify the number of employees who require training and the means to be implemented to ensure that they receive the best training possible
• A policy governing physical security (e.g.: access to the premises) and information security (e.g.: accessibility, use, etc.)
• A strategy covering network, systems and application security
• A business continuity strategy (Business Continuity Planning and Disaster Recovery Planning)
• A revamped helpdesk as well as support and control units
• A tool to manage the system’s performance (network, telecommunications, systems, applications)