Barclays Bank has awarded IT services firm Getronics a contract, worth EUR8m, to upgrade counter technology across its 17,000 branches in the UK.
Getronics says the bank's existing branch infrastructure was seen as hindering change to the business and the new technology will enable Barclays to use advanced CRM applications.
Roger Davis, chief executive of UK banking at Barclays, told the Financial Times that Barclays is looking to drive growth by improving customer satisfaction and will do this by shifting power away from head office and back to the local branch network. So far he has introduced measures such as recruiting 1000 staff to improve customer service and re-fitting branches. Last year, Barclays refurbished 500 branches and plans to spruce up more this year.
The deal with Getronics will see teller technology upgraded across the bank's branches. The 28-month project will be managed by Getronics from a dedicated project management office allowing it to oversee end-to-end implementation including user training, installation logistics, business change management and third party supplier management.
Kevin Robson, programme manager, Barclays Bank, says: "By entrusting the project to Getronics, we have been able to take a step back from the day-to-day branch delivery activities, allowing us to focus on our core strengths and most importantly, on our customers."
The new contract complements the two-year EUR34 million network and desktop services contract awarded by Barclays to Getronics in August 2004.