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IT Transformation Case Studies1
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Case studies


IT transformation/cost reduction

 

 

Barclays Private Clients – IT transformation
Ian Mckay

 

Working with the IT and Operations Directors within Barclays Private Clients (BPC), Ian reviewed the international off-shore banking operations to determine the root causes of continuing service delivery failures to the 400,000 international customers.

He subsequently developed a priority action plan, budget and approach that would improve services within a 4-month period.

The findings and recommendations were adopted by the relevant ‘owners’ within the senior management of BPC, prioritised and subsequently implemented improving customer service levels from 82% to 98%.

 


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