Over 80% reduction in turn time in application access setup and control management

The Client

A Top 20 U.S. Bank.

Challenge

  • Longer turn times in access setup & management for employees & vendors
  • Increasing number of end-user escalations

Solution

  • Defined internal performance indicators and metrics to drive service excellence and focus on improving TAT and QA


Execution

  • Re-worked on the SOPs/service design documents making it more robust
  • Created detailed training plans for resource training
  • Robust QA procedures for accuracy

Value Delivered

  • Over 80% reduction in turn time for Access Management
    • 72 hours per request to 12 hours per request
    • Consistently exceeding quality & turn time SLAs
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