Page 15 - TSB G Case Study

TSB - IT Fiasco (what happens when online fails and there is little backup)

On 20 April
th
2018 the

carefully applied

gilt on TSB

began to flake
off. After years

of planning, TSB
planned to shut

down various services for two days whilst it migrated

data from records of 1.9 million customers to a new IT

system designed, "for the digital age".

After six days when around half of TSB's customers had

been unable to access their online accounts Pester

commented that the bank was "on our knees" but

pledged "we will get up and come back fighting" (17) and

had drafted in experts from IBM, who would report

"directly" to him.

“TSB’s new core banking system is known as

Proteo4UK, it is a UK-specific version of Sabadell’s

existing core banking system, Proteo. If all goes to

plan, Proteo4UK will support TSB in the digital

banking age and enable it to challenge bigger banks
by offering fintech services like some of the UK’s

digital challenger banks do.” (18)