AUSTRALIA in ‘ devops ’, an amalgam of software development and operations , and move them out into the different business units within the bank . To facilitate training he formed a partnership with the American open-source software company Red Hat . “ I am looking at the IT operating model and adjusting it to a bimodal model where the support teams are operating one way and everyone else will be devops . We are currently re-engineering IT to work in a very different way . It is as much about the productivity of the IT department as about working with vendors . We have rolled out Cobit 5 processes to make sure that the right IT governance and IT assurance processes are being applied .”

It ’ s becoming axiomatic that no business can realise its full potential until it has taken a grasp on the data it holds . Heritage now has a business information ( BI ) system managed by the analytics company SAS , enhanced by software from the customer experience management specialist Sitecore . Because of the under-resourced and highly

manual systems the bank had for communicating with its members , it was losing many opportunities to keep in touch . The bank can now run a large number of highly targeted customer campaigns a week , rather than just several mass mailouts a year says Wayne Marchant : it ’ s a really good system . We need to do more with the analytics data that we have so we are enhancing our reporting this year through changing the BI team and adding more resources .”

Marchant is always on the lookout for technology solutions that enhance customers ’ financial wellbeing , the underlying principle at Heritage . Not many banks would even consider closing down a

customer ’ s loan even in the event of hardship through force majeure , but

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