Page 9 - GSD News Magazine Nov 2017 Year in Review

Customers

Who does it?

The CBA contract requires input from a large team:

• Field technical support: HPE and AWA
• Integrated Support for call management

• Supply Chain for Inventory and logistics

• ADM team for account management
There is also support from the wider HPE teams (ESSN, reporting teams, contract administration, sales,
presales).

Congratulations and thank you to the delivery teams whose continual great work has contributed to
the contract renewal.

“Talent wins games, but teamwork wins

championships.”

- Michael Jordan

CBA Runway Program Receives CEO Award for

Vision and Values

CBA’s Direct Channels Runway Project team has been awarded the CEO Award for Vision and Values, a highly
acclaimed honour within the Bank.

HPE is the primary provider of services. Congratulations to the team for managing the deployment of the
program end-to-end.

All CBA employee’s (~ 40,000 users across 1030+ sites including 11 international locations) were transitioned
onto Windows 8 and new hardware as part of the group wide ‘Runway’ Program Common Wealth bank of
Australia’s Direct Channels which includes the Bank’s core contact centers.

The program involved significant work to ensure 2525 employees across 7 sites were seamlessly transitioned
with minimal impact to the Banks customers and the staff.

Strong collaboration between CBA client and HPE teams resulted from an expected 1-3 hours down time (~
90,000 calls) while employee’s ‘set up’ their new computers to an astonishing reduction of approximately
10mins.
The team ensured no customer impact as new machines and operating systems were deployed. There was no
impact to call center “grade of service”.