Nationwide awards five year IT contract to Capgemini

23 November 2015 Consultancy.uk

Building society Nationwide has hired Capgemini to support it with transforming its key IT infrastructure. The deal will see the IT giant improve front-end customer digital services as well as deploy a number of back-end packages to streamline business processes and create flexible and secure cross device working environments for staff. Financial terms and conditions of the five year deal have not been disclosed.

Nationwide, founded in 1846, is with more than £200 billion in assets the UK’s largest building society, according to figures from the Building Societies Association larger than the remaining 40+ British building societies combined. On the back of its asset base, Nationwide also operates as a financial institution, and currently is the UK’s second largest provider of household savings and mortgages.

In a bid to improve the digital services rendered to its customers, Nationwide has contracted Capgemini to simplify and modernise its end user online experience. With the move, the building society aims at meeting the fast evolving business requirements and increasing expectations from customers and employees regarding the omni-channel banking environment. A recent study from Cognizant for instance shows that a key reason for customers to stay with a financial institution is the quality of its digital offering.

Nationwide

The contract spans five years and will see Capgemini engage three core elements to Nationwide’s front-end digital services: Service Integration, Service Desk and End User Services. Business processes and back-end IT frameworks will also be improved under the deal: by leveraging Capgemini’s Intelligent Service Centre, Nationwide will be able to implement insights gathered from data and analytics to improve the business processes; while Capgemini’s My Workspace will allow the society’s employees access to a single flexible platform environment in which they can access their data and services, across devices.

The deal will at the end of the line also bolster Nationwide’s security frontier through better internal transparency and control, and enable cost savings, say the partners in a press release.

Debra Bailey, Chief Information Officer at Nationwide, says: “In the age of always-on connectivity and mobile banking, customers expect 24-hour access and value added services from their financial institutions. To keep and attract new customers, we are creating a world class IT function that can better handle these changing demands. Capgemini’s collaborative approach, core company values and financial services experience made them the clear choice to become one of our key IT providers. We look forward to working with them to deliver the best possible experience for our colleagues and customers.”

Digital banking - Capgemini - Nationwide

Petteri Uljas, CEO Northern Europe of Infrastructure Services at Capgemini, says he is delighted to be chosen by Nationwide to support their digital transformation over the next five years. “Technology has re-defined financial services and customer expectations are increasing rapidly. With a strong cultural fit and ambitions to match our own, we are delighted to be working with such a prestigious organisation as Nationwide in helping them remain number one for quality and service.”

Earlier this year Bailey unveiled that the building society is saving between £6 million to £8 million in its IT costs through the implementation of a new IT measurement system.

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How data insights helped Network Rail improve the South-East route

11 April 2019 Consultancy.uk

Amey Consulting has leveraged data insights to assist Network Rail with the improvement of its South-Eastern route. Using the Quartz tool, which monitors train movement, Network Rail will now be able to commit to data-enabled interventions to quickly improve underperforming train stations.

With rail services in the UK coming under strain from the demands of modern commuter life, while the infrastructure and service delivery of the nation’s railways has come in for sustained criticism in recent years, a period of regeneration is on the cards at last. Network Rail is the owner and infrastructure manager of most of the railway network in Great Britain, and has subsequently tapped the consulting industry on a regular basis to help find areas of improvement.

The group recently drafted in consultancy BearingPoint to conduct a thorough organisational evaluation and advise Network Rail (High Speed) on attaining a ‘fit for purpose’ organisational standard – for which the consultancy was nominated at the 2019 MCA Awards. Meanwhile, ArupArcadis and Aecom have been contracted to help Colas Rail and Babcock Rail implement a decade-long framework for Network Rail, aimed at supporting the delivery of the next generation of rail systems, with the contracts said to be worth as much as £5 billion

How data insights helped Network Rail improve the South-East route

As Network Rail further aims to improve its performance and customer service offering, another area it has sought help from the consulting sector for is its South-East route. The network of railways connects London with the southern parts of the country, as well as with Europe, making it the busiest in the country, with more than 500 million passenger journeys per year. This crucial expanse of rail was plagued with small minute delays, which were impacting millions of passengers every day, while reducing the efficiency and capacity of the overall network – something Amey Consulting was selected to help solve.

Amey Consulting soon determined that with the sub-threshold delays to services only lasting for 1 or 2 minutes, most were not the subject of detailed root cause analysis, and this made their corrections almost impossible – with dire consequences. Without addressing these delays, passenger satisfaction would fall, while the capacity and efficiency of the network would be reduced, stinging the income of Network Rail even before a host of delay-related fines would hit the company.

In order to help the client gain a better understanding of where, how, when and what these small delays occur, Amey Consulting looked to demonstrate the value of data-led consulting, with a significant reduction in delays within the first month of rolling out changes to key stations. The consultants embedded themselves in Network Rail’s team, helping them learn the key skills needed to support and apply data-driven solutions.

Agile transport

This involved the deployment of the Quartz tool. The system utilises to-the-second train movement data to present the performance of individual stations across the South-East route. It allows users to effortlessly understand station performance with a high level of detail, and use this information to identify losses caused by small-minute delays. The granular data allows for targeted actions to drive efficiency savings and performance improvements. More importantly, it allows users to understand the impact of small process changes on performance. 

Steve Dyke, an Executive Partner at Amey Consulting, said of the project, “We looked to identify the physical root cause on the infrastructure, building a case for change then managing that project implementation and tracking the benefit/value.  In doing so we are working to define a data performance improvement service to the operational and infrastructure owners.”

Just as important for the project as the technology, however, was teaching the Network Rail team how to leverage it after the consultants were gone. The Amey Consulting team worked to develop an agile working culture within Network Rail’s South-East division, helping staff to be confident in using data to improve the journeys of millions of people per year by attacking the problem from the ground up.

Dyke concluded, “This is less about the tools and about the approach to managing performance.  It meant using by-the-second analysis, data science, and then agile development to visualise and identify areas where improvements can be made.  We then worked with NR to change the way they approached the management of the infrastructure changes.  So rather than pass the information down the value chain, any of which could have been missed, we managed the change end-to-end.”

The project was so successful that Amey Consulting was also among those honoured at the recent MCA Awards. The firm scooped the Performance Improvement in the Public Sector prize for its work with Network Rail, at the 2019 ceremony in London.