Bank leverages best in class Identity and Access Management (IDAM) solution to support a 4.5Mn customer base

Client background

Client: One of Australia’s Big Four banks

Industry type: Financial Services

Areas of operation: Global

Challenge

In a banking environment, security is non-negotiable. The sensitive nature of transactions in the industry demands to deliver on customer trust, access to data and strictly regulated information.

One of Australia's Big Four Banks was looking to implement best in class Identity and Access Management (IDAM) solutions. They needed the solution to be able to function in heterogeneous environments with different IDAM technologies and also tackle multiple work streams covering internal and external users. The Online Banking Access Management (AM) solution needed to support a 4.5Mn customer base along with 50K staff members. In addition, they needed 24*7 support in an onsite/offshore model with continuous monitoring of customer and staff IDAM services.

Solution

Wipro approached the problem holistically and developed an inside-out approach to solve the  challenges. Wipro understood that this project would require a significant amount of multi-vendor and multi-stakeholder co-ordination. It took over the knowledge acquisition and support from the client team, then defined on-boarding, induction, and incident and  change management processes. During the Knowledge Acquisition Phase (KAP), a key challenge faced was the lack of documentation. This challenge was mitigated by creating service documentation as a part of knowledge acquisition itself. As a part of continuous service improvement drive, Wipro built a BEM-based proactive monitoring and alerting solution along with automated scripts developed for various deployments, incident and change management, and daily system health checks.

Wipro also supported the data migration for over 3.5M customer base from legacy to new IDAM system. Wipro developed and  maintained Standard Operating Procedure (SOP) for every task performed by staff to avoid potential manual errors while working with critical environment. As proactive value addition, Wipro also enabled cross skilling, skill assessment, and in-house daily task status tracking tool development through its Digital Academy.

Business Impact

The identity and access management controls ensured that the sensitive data of bank’s 4.5Mn customers is safe and  secure, avoided potential scenarios of data breach and built customer trust in securing their sensitive data and transactions records.

With the new system in place, the client was able to achieve:

• 99.999% uptime and availability of production systems
• Zero critical incidents for over the past three years
• Significant ticket reduction
  • Number of tickets reduced from 5000 to 1700 in an year post automation and service improvements
  • 35% tickets reduced through Six Sigma and Lean implementation
• Product defect identification - 30+ product defects were found and reported for resolution to the third party vendor

The IDAM platforms provided the client with a critical first line defence, protecting enterprise security with zero critical incidents and ensuring 99.9% availability.

-Satish Wadhwa, VP, Banking and Financial Services, Asia Pacific and Japan, Wipro