Case Studies

Summary - Loan product offboarding and associated service changes

Situation

The final elements of Sainsbury’s Bank exit from Lloyds Banking Group (LBG) required movement of data and systems associated with the Loans "back book" and the unwinding and closing-down of a range of capabilities (e.g. Telephony) that had been used to provide IT services to Sainsbury's Bank under the Transitional Service Agreement (TSA). 

The relationship between LBG and Sainsbury's Bank was strained due to the protracted timescale to complete this migration.  CBS was asked to take over the scoping, design and execution of the migration and final exit, replacing a big 4 consulting firm.

Task

There were approx. 80,000 loan accounts to be migrated from LBG's proprietary, legacy platform to Sainsbury's Bank's new IT platform (FIS).  Some of these loan accounts were in Collections & Recoveries and approximately 15% fell into 'Complex cases'.  Our approach was to segment the back-book and incrementally migrate 2,000 accounts per day over a 2-3 month period.

Actions

We deployed a small, highly experienced team (Programme Manager, a PM and 2 Senior BAs) to lead:

• Schedule of Events – to drive the migration to ensure dates are achieved, minimising any customer impact;
• Command & Control – identification and resolution of defects and incidents associated with the migration of the Loans data;
• Collections and Recoveries – the build, test and execution of customer data for those customers who are in collections and recoveries;
• Telephony Migration – the transfer of telephony capability from LBG to Sainsbury’s Bank.

Result

The back-book and Telephony capability were successfully migrated onto Sainsbury's Bank platforms within the agreed timescale, allowing the bank to finally exit from LBG and closedown the programme, saving significant ongoing OpEx spend and enabling Sainsbury’s Plc to explore future strategic options for the bank.