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Story URL: http://www.silicon.com/financialservices/0,3800010322,39232185,00.htm

Building society streamlines system support
Doing more with less…

By Julian Goldsmith

Published: Tuesday 27 May 2008

Principality Building Society has implemented a process automation platform to streamline a number of functions, including server maintenance and customer contact centre operations.

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The system, called Aegis and supplied by Attachmate subsidiary NetIQ, automates a number of time and labour-intensive tasks such as server reboots, event response, server maintenance and file system updates.

Cardiff-based Principality head of IT, Dave Mills, told silicon.com there was no single business need behind putting the system in.

He said: "The implementation fits in with the challenge throughout the banking industry to do more with less. Anything that allows me to reduce costs or increase productivity will interest me."

Mills said he expects to get a return on the investment in the system within two years.

Two of the main ways the system is being used by the building society is server maintenance and customer service. The system alerts server support that disk space is running out and presents them with a list of file types as likely candidates for deletion or archiving.

The system also sends out alerts to customer support on triggers within customer emails, so they can deal with complaints more quickly.

In both cases processes which used to be complex and involve more than one tier of support have been simplified, allowing systems staff to concentrate on more business-critical tasks.