ATM-DEBIT CARD PROGRAMME
Cards & Payments: ATM Card Replacement Programme - AIB Bank
Background
AIB wished to retire the ATM-only “Banklink” card and issue a
replacement dual-function ATM & POS card to 650,000 customers within
a 12-month period. A key objective of the programme was to attain SEPA compliance.
Pinnacle Role
AIB selected a Pinnacle Client Manager as Programme Manager for their Debit
Card Change Programme which included the ATM-to-POS initiative.
The Work
The Programme Manager was tasked with creating a roadmap for delivery, and
a governance structure for successful completion of the programme which would
include:
- Set-up of a dedicated 3rd party call-centre for customer queries
- Managing a substantial in-house IT development team
- Certifying a new chip with the Card Schemes
- Engaging and managing a 3rd Party to personalise and fulfill the plastics orders
- Engaging and managing a 3rd party printer & mailing house
- Managing a 12-week rollout schedule which reached volumes of up to 80,000
cards per week
The Results
The following results were achieved:
- The implementation was successfully completed within the deadlines and the budget agreed by the executive steering committee.
- During implementation, the Programme Manager ensured that all stakeholders and 3rd party suppliers were engaged and that the work required was planned, tracked and managed in detail.
- The committee particularly noted the role of the Pinnacle Project manager
in bringing together and gaining consensus across a diverse mix of stakeholders
from across the business. This skill was recognised as a key success factor
for the programme.