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Summary

This client was concerned by rising costs and declining performance in its exchange trading service. A benchmarking review highlighted the primary causes and created the agenda for the subsequent improvement programme focused on cost, system stability and service quality.

Substantial cost savings, equating to 12% of the operational budget were achieved within six months by:

  • rationalising outsourced support services
  • eliminating excessive staffing levels
  • modifying the scope of facilities contracts to make them more economic thereby reducing prices.

Meanwhile service quality was improved dramatically through a programme which:

  • focused support staff attitudes on customer service
  • improved pre-go-live controls to reduce the number of incidents occurring
  • improved incident management controls to speed resolution and eliminate root causes.

The results demonstrate that it is possible to reduce costs while raising service quality levels. However, it requires a disciplined process, commitment to detail, and a willingness to address all the dimensions of technology, process and people.

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