National Commercial Bank uses iCore to improve ATM Services

National Commercial Bank (NCB) is the oldest Saudi Arabian Bank, and is also the largest bank in the Arab world.  NCB engaged iCore to provide Service Level Management (SLM) Framework consultancy and support in January 2009.  There was a need to measure and improve the ATM  services for the Bank's customers in terms of availability and support by both internal teams and outsourced suppliers, the latter being responsible for hardware provision/support and cash services.  With over 1500 ATMs in the Kingdom they provide NCB's customers with important services offering the ability to withdraw, deposit cash plus giving a host of online financial services.

The SLM introduction was based on ITIL best practices and the key relationships were mapped with SLA targets set to measure the component parts of the service including IT, branches, cash availability all in an effort to identify improvement areas.  The Key Performance Indicators (KPI) were then agreed with suppliers and internal teams and the ongoing service review process is now effective in improving the service levels.

Though the model was built in 4 months iCore continued to provide support throughout 2009 and up to May 2010 during which time there were some significant supplier contract revisions, including introducing bonus and penalty mechanisms, plus training/mentoring of the Contract and SLA team members all to improve the ATM performance.

The skills and the focus is now present to continue the framework, working month on month to deliver continuous improvement for NCB ATM customers today and into the future.

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