Here’s a question I like to ask bank IT executives: If you were designing your bank’s IT end user services from scratch today, how would it be different?
It is ironic that although banks are fighting to reduce cost wherever possible, their end user services can end up costing them more than ever. This is because IT must work around a patchwork of hardware and software that is always a few upgrades short while they watch maintenance costs continue to climb. This uphill battle makes it difficult for IT to differentiate end user services according to the unique needs of each end user.
[For more from Unisys' Bob Olson, check out: Now Flatter, Cheaper Networks Can Be Secure, Too]
The good news is that IT can differentiate by making appropriate distinctions among users. By that we don’t mean fixing the CEO’s laptop faster than that of the HR receptionist; we mean the business and security distinctions that are based on the user’s role, business mission, working patterns, IT needs, and security and compliance risks.
The key is to build “personas” based on those distinctions to determine the right technology and support level needs:
- What devices do they use for their business mission? Everybody uses mobile, but for critical bank purposes? If your International Trade Finance reps use smartphones to image capture shipping papers in Asia before customers can be paid, those phones rate a very high level of support.
- What applications do they use, and which are mission-critical? Someone in marketing can probably get by longer without email than someone in wire transfer who is poised to release millions of dollars on receipt of an email.
- What networks do they use? Many bank employees never need to come near the bank’s payment networks, for example, but those who do often need instant and unfettered access except for stringent security measures.