Smart Aussie Banking (SAB) is a financial organisation in Australia. They have over 10,000 staff and operate in all states and territories in Australia.
SAB develops and provides a range of banking services including savings accounts, term deposit accounts, credit cards, everyday transactions, and mortgages and loans to around 1.5 millions customers. The banking services are provided to the customers through a distribution channel of 300 branches and offices and a national call centre. They have different information systems and technologies in place to assist the SAB staff in delivering their banking services to the customers.
Over the last 2 years, they noted a significant number of customer complaints and a noticeable loss of customers. In Jan 2016, Ms Jessica Branford was appointed as the new Director of the Mortgage Banking division. She requested an investigation of the received complains and an audit of the mortgage process. In April 2016, SAB Board of Directors announced an initial fund of AUD 2 million for Ms Jessica Branford to develop a solution that aims to reduce the customer complaints and build up their customer base. Having discussed with Mr Richard Wong, SAB Chief Information Officer (CIO), Ms Branford decided to engage the services of an independent consulting group to review their existing conditions and recommend solutions and business opportunities.
Ms Jessica Branford and Mr Richard Wong would like to use the services of Business Requirements Analysts to help them understand the current state of their business and explore a viable Information Systems solution.
See also the attached interview notes.
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