By Chris Pope - 2014-8-20
The Office of the Comptroller of the Currency (OCC) charted a course to change the way Information Technology (IT) works, making employees more efficient and translating into better customer service.
The OCC is an independent bureau of the U.S. Department of Treasury and is responsible for ensuring that national banks and federal savings associations operate in a safe and sound manner, provide fair access to financial services, treat customers fairly, and comply with applicable laws and regulations. With roughly 2,600 bank examiners to support, the OCC IT group focuses on making the team productive and effective. In addition, the IT group needs to ensure that national banks and federal thrifts can submit required documentation to the OCC in a timely and efficient way.
This may seem like an impossible task, but I like the approach – breaking the challenge down into clear, achievable steps. OCC IT worked with consultants at Phacil and experts from the ServiceNow Professional Services team to drive considerable change in how it delivers a variety of customer-facing services.
How the OCC did it:
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