1 Customer

  • A Top 20 U.S. Bank.

2 Business Situation

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

3 Solutioning

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

4 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

5 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