As a leader in understanding the specific IT governance, management, development and support needs of front, middle and back offices, Capco has helped a number of tier 1 and tier 2 banks undertake successful IT transformation.

Combining unrivalled expertise in the financial services industry with innovative new thinking, Capco has the ability to deliver on the promises it makes to transform the operational capability and efficiency of its clients. This uniquely powerful combination makes Capco the transformation firm for financial services.

Some of the issues our clients face
Here are some of the issues our clients face - any sound familiar to you?

• Inability to transition to new off-shore centre-of-excellence locations
• Client IT deployment programme stalls because of loss of key staff and quality issues
• Increase in system outages by 40% since out-sourcing / off-shoring
• Production quality issues increasing application support costs by 50%
• Strategic development teams missing key deadlines because of run-the-bank issues
• Lack of business confidence in IT's ability to deliver strategic projects
• High staff attrition, draining knowledge and skills from key areas of the bank's IT
• Lack of end-to-end change management and delivery visibility
• Breakdown in communication across IT teams
• Inability to effectively transition new applications into production support

Beyond consulting
Capco designs and implements strategies, organisations, processes and technologies that help our clients dramatically improve services, achieve greater efficiency, and enhance controls.

We take pride in our reputation for practical, hands-on delivery. Both on-shore and off-shore, we combine proven project management skills and in-depth business analysis with top-quality technology.

To help our clients and our industry fully profit from new services and technologies, Capco goes beyond consulting. We develop, acquire, run and commercialise processing services and products where few (if any) other solutions are available. This includes such increasingly crucial areas as reference data management and funds order routing.

Our focus is on governance, organisation and process. Projects have been bank-wide, product-line in scope, and team-centric - with benefits to: performance, efficiency, quality of service, headcount and cost.

What we provide
We provide services aimed at improving the performance of our clients' IT, including:

• Improving the quality of service provided to banking clients and to the business
• Improving the quality of IT delivery
• Improving the success of off-shoring / near-shoring programmes
• Balancing the demands of Run-the-Bank vs. Change-the-Bank budgets
• Supporting effective programme mobilisation
• Reducing risks from poorly managed and documented applications

Towards transformation
Underpinning everything that Capco does is a new − and fundamentally different - approach to delivering transformational change in the financial services industry.

Capco brings a services-oriented, cross-enterprise perspective to business and technical organisational design. We provide a rich, architecture-driven methodology combined with a pragmatic, benefits-focused approach to effective migration. This delivers more responsive customer service, a more flexible operational and technological infrastructure, and greater enterprise control − all at substantially lower costs.

Some of the tangible benefits that we've delivered
Unique in our industry, here are some of the tangible benefits we've delivered:

• Major off-shore deployment programme shortened by 9 months
• Key man dependencies removed across extensive global business line
• Annual Support attrition reduced from 35% to 7%
• Support headcount reduced by 20% while improving service quality
• Effective staff on-boarding time for complex applications reduced by 2 - 4 months
• Programme delivery costs reduced by 20% while delivery quality improved
• Average number of defects in production releases reduced by 80%
• 1st line functional support team able to handle 88% of all incidents (rather than escalate 90% of incidents)

How we do it
So, how does Capco make these benefits possible? Here are some of the pillars of our approach:

• Support and Development team 'boot camps' to improve the efficiency, performance and quality of teams
• Quickly identify problems, fix the problems, and transfer knowledge to teams
• Target IT operating models that foster efficiency and cost optimisation. Plan and advise on transitioning
• Understand the current state, define target model and gap to target, define transition plan
• Detailed governance, functional, and process models. Metrics, dash-boarding, scorecards
• Assistance with transitioning, change hit squads, quality management
• Knowledge transition projects managed using Capco methodology
• Knowledge scoping, knowledge capture, knowledge base development, knowledge transitioning, repeatable knowledge management processes
• IT and Programme governance improvement
• Due diligence, improvement planning and implementation
• IT sourcing strategy, sourcing model design and sourcing audits
• Effective sourcing assistance and guidance
• Transition point design

What we do it with
Here are some of the tools of our trade:

• ITIL, CMMi, Prince 2, qualified consultants with domain experience and a pragmatic philosophy towards IT improvement and transformation in banking
• External best practice frameworks and Capco best practice frameworks that have been tailored to the dynamics of the financial services industry
• Capco developed tooling to speed up planning and transitioning. Tools that empower managers to facilitate and execute change.
• Template IT models to accelerate and de-risk planning and delivery of large- to small-scale IT change projects
• Application, process and functional maturity assessment tools to accelerate current state analysis, prioritisation and action planning
• Proven IT change delivery method that has supported large change programmes (> 1000 staff)
• Best Practice Project Quality Assurance methodology. A tailored project delivery methodology that has been used by our clients to improve fit-for-purpose IT delivery for major delivery programmes
• Detailed IT service management processes and supporting metrics and KPIs
• Knowledge transition methodology that has been used to support large-scale off-shore deployments (> 100 large-scale applications)
• Extensive sets of IT service and delivery management training materials that have been used to train programmes comprising 200 staff.