case study: Mortgage processing improvement

BACKGROUND	Our client, a major financial services organisation who prided themselves on product, pricing and customer service was experience rapid growth. However concerned had developed about the ability of technology to support projected future growth volumes. IT was perceived as restricting product development / innovation, and had embarked on a major program to upgrade the technology underpinning the mortgage processing operations. This was proving to be more expensive and more complex than anticipated. In parallel to the IT delays, the organisation had started experiencing cost and service issues.
OUR ROLE	reveal group's approach was first to halt and review the major IT refresh. The decision was made to defer the refresh indefinitely and instead proceed with selective improvements to the current platform (few functionality changes, low risk and quick). Secondly, the technology team was downsized and some of the outsourced services were brought back in-house. Finally, IT infrastructure cost reduction opportunities were identified e.g. networks, desktops, printers etc.
RESULT	The benefits delivered were substantial and included: Improvements in productivity delivering a head-count reduction in the order of 15-20% Reduction in property costs by 15% through reconfiguring the processing centres Optimisation of cost, quality and speed by recalibrating service levels Improved the cost base by 10%, improved service levels and reduced work by returning outsourced services to in house

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