Achieving Excellence in Customer Experience andOperational Quality through Payment Tracking

The Changing Payments DomainPayments was a reliable revenue stream to manybanks that required relatively little investment to keepcurrent, competitive and compliant, due to thestability of the payments domain.Maintaining the quality of payment services hasbecome more challenging:§ There has been more change in the past seven

years in the payments domain than in the previous30 years

§ The past three years has seen:§ A significant increase in disruptors and effective

competitors to the banks§ Rise of digital/crypto currencies§ New alternative payment methods§ More unregulated competitors to the banks

Further, an increase in industry regulation has hadbroad impacts on how banks operate. Significantevolution of technologies and exponential growth inboth data and choice of technologies.Compounding the issues is the fact that many banks’investment in payments innovation (includingtransformation of legacy infrastructure) is limited:Banks spend >80% of IT budget on operations andmaintenance. Hence innovation largely takes placeoutside of banksToday clients expect more choice, flexibility, stability,transparency and immediacy on a 24 x 7 basis.

The Impact of ChangeThe rate and magnitude of change has affected theoverall payments services quality a bank delivers to itsclients. The change is often applied to existinginflexible solutions, resulting in increased complexity,frailty and failures. This is further compounded by therisks that a bank is exposed to on a daily basis:§ Claims against the bank§ Reputational damage§ Fines from regulators§ Increased RTB costs§ Lost, missed or delayed payments§ Reconciliation failures internally and externally§ Degrading performance§ Application and infrastructure failures and

abnormal behaviour§ Connectivity failures: Channel and Market

connectivity

Delta Capita have defined non-intrusive solutions that enable a bank to accelerate the delivery of businesstransaction tracking and monitoring to quickly realise real business value. This improves the customerexperience, quality of service, transparency and helps gain real-time control of payments.

Addressing the Challenges and RisksProtecting the payments business, banks need to respond to the challenges and risks by finding new ways to meetthe increasing demands of transparency, real-time information, improved execution and overall quality of service.While renovating or rebuilding the payments platform is complex, expensive and takes time, banks need a way toaddress many of these issues now.

Head office:5�� Floor9 Devonshire SquareLondon EC2M 4YF

+44 (0)203 714 1870

Benelux office:Bijlmerdreef 1011102BP AmsterdamNetherlands

+31 (0)20 233 9314

Asia office:12 Marina Boulevard#17-01, Marina Bay Financial CentreTower 3Singapore, 018982+65 6809 5113 Please contact: Trevor Belstead

Partner, Global Head of Transaction Banking Solutionstrevor.belstead@deltacapita.com

Business and Technology Consulting

Business Transaction Tracking: AddressingQuality of Service DegradationPayments tracking is a solution that provides a “FedEx”style track and trace to a bank’s internal paymentsestate. It provides increased transparency and givesthe capability to visualise payments in real time, end-to-end across the enterprise. Payment trackingimproves the payment service quality of a bankthrough:§ Predicting when there will be an SLA breach in the

execution of a payment based on past performanceand current real-time evidence (events)

§ Quantify value at risk: Identify all customer andmarket side obligations in the event of an incidentor lights-out scenario

§ Provide transparency of payment flow execution,and identify issues and inefficiencies

§ Identify abnormal or unexpected payment flows§ Provide customers real-time information about the

actual status of their transactions§ Automatic rules-based classification of incidents

based on real business impact to the bank§ Real time business impact for the prioritisation of

incidents at all levels (infrastructure, application,operations and business)

§ Measurable ROI and operational cost reduction

How Delta Capita Can HelpWe help to ensure the bank can address the challengesin the payments domain, improve their clients’experience and operational quality of services. DeltaCapita specialists can:§ Define a strategy to achieve maximum value from

transaction tracking and a holistic monitoringstrategy

§ Design and deliver the solution to enable a bank totrack payments in real time

§ Provide teams to work across the bank’s domainsensuring real value is delivered from theimplementation of the solution

A New ApproachTracking payment transactions in real time throughoutthe enterprise will identify the impact of an issue,enable business level remediation, and provide instantidentification of the root cause for operationalremediation. Payment tracking provides the true linkbetween the business top-down view and technologybottom-up view

d e l t a c a p i t a

BUSINESS AND TECHNOLOGY CONSULTING