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 | | Industry | Financial Services |
Download PDF  | | Services | Business Consulting |
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About the Client
BankWest is a full service bank and a wholly owned subsidiary of HBOS plc, one of the world's largest financial services groups. BankWest is active in all market segments. In its home state, Western Australia, BankWest is a market leader possessing approximately about one quarter of all of the banks’ advances and deposits.
In 2007 BankWest announced a major expansion program which will see the opening of 160 stores on the east coast over the next three years to complement its strong branch and ATM network in Western Australia. Nationally, more than 860,000 customers are served through an extensive network of branches, direct and third party distribution channels, agencies and electronic banking facilities including 24-hour telephone and internet banking services.
BankWest is an award winning institution and has won numerous Gold Money Magazine ‘Best of the Best Awards’. BankWest also won the 2008 ‘Lender of the Year’ at the Mortgage and Finance Association of Australia (MFAA) Excellence Awards and 2008 ‘Regional Bank of the Year’ at the Australian Banking & Finance Magazine Awards. Project Overview
Change Corporation was engaged by BankWest to provide consulting services to advise on how it could improve its model for web development and hosting. The existing model was complex and led to many inconsistencies across the bank.
Client Requirements
BankWest and the wider HBOS Australia group faced challenges with its operational model for web development and hosting. The existing model created inconsistencies in relation to compliance with corporate HBOS IT Policy as well as in project and service delivery. The model resulted in complex processes and confusion over roles and responsibilities. These inconsistencies created tension between IT and the business due to unclear expectations.
Our Solution
Change Corporation proposed a team of experienced consultants to help HBOSA define its future operating model for web development. Our approach Included:
- Interviewing a number of senior stakeholders across the business and IT;
- Understanding underlying issues such as the cost model for delivery;
- An organisational and social network analysis of stakeholders to understand the dynamics of the organisation; and
- Project methodologies and delivery assessments against other organisations.
Using this information and working closely with BankWest, Change Corporation established a clear list of services which would be required to support the website. We then undertook a journey of working through potential IT governance structures and future operating models that would be best established between the business and IT. Our proposals enabled the business to undertake necessary changes in significantly improved times – whilst protecting and meeting stringent security and performance requirements. Business Benefits
As a result of this project HBOSA will realise the following business benefits:
- Possession of an agreed structure for managing third party organisations with clear responsibilities and accountabilities;
- Clearly defined roles and responsibilities across the business and IT, reducing tension between the departments;
- Improved and simplified processes for delivery
- Improved communications between the business and IT; and
- A faster time-to-market for the delivery of improvements to the website.
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