Industry experience

Financial services

Review of Branch Staffing calculation system (OASIS)

Client
Lloyds TSB
Sector
Financial services

Project description

The accuracy and accessibility of OASIS is a key element in the bank’s ability to contain its branch costs whilst meeting customer expectations of service.

The accuracy of the system, its current state of maintenance, the extent to which it reflects existing processes, methods, volumes and frequencies and the way in which it is utilised by senior managers within the bank are all crucial to the success and value of OASIS.

ItemPlus were asked to review OASIS and make recommendations. ItemPlus:

  • assessed the structure and operation of OASIS in terms of :
    • Ability to deliver accurate results
    • Usability of the data for other purposes (e.g. project evaluation, cost/benefit analyses etc)
    • Ease of use and maintenance
    • Accessibility
    • Currency of the data.
  • identified areas in which the system could be improved, and opportunities to extend its value
  • proposed an approach by which sales staff could be included within OASIS.