Bank Saves 30% And Increases Customer Satisfaction

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Executive Summary

Bank of Canada works to preserve the value of money by keeping inflation low, stable and predictable. The Bank also acts as the fiscal agent for the Government of Canada, managing the country's foreign exchange reserves and public debt including Canada's Retail Debt Program (RDP). A disproportionate number of Bank resources had to be allocated due to the more complex applications and numerous and complicated transactions and requests. The Bank of Canada began investigating options for outsourcing operations and systems support and eventually chose HP. HP implemented enhancements to service delivery tracking and measurements, and introduced a rigorous quality program that provided enhanced visibility into customer service and a more proactive approach to ensuring a high quality of service.

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