Westpac Banks on Telecom
Westpac selects Telecom to provide its information and communication technology infrastructure and support for the next five years
In an arrangement worth more than $100 million over five years, Westpac announced today that it has selected Telecom NZ to provide the bank’s information and communication technology infrastructure and support.
“This arrangement forms a critical partnership to support Westpac New Zealand’s total commitment to customer service, and is the first at Westpac New Zealand to be assessed against the bidders’ sustainability practices,” said Ann Sherry, Chief Executive of Westpac New Zealand.
“Westpac was looking for a partner to help us build further on our improvements to customer service, highlighted as an important achievement of the 2005 financial year in our annual result,” Ann Sherry said.
The Telecom solution encompasses all of Westpac New Zealand’s business and includes data connectivity, voice services, contact centre solutions, Internet, extranet, remote access, mobile integration, service management and transition management. Telecom’s Gen-i will play a key role in delivering the information and communication technology solutions for Westpac.
“Telecom will provide Westpac with the information and communication technology partnership necessary to deliver the capabilities, infrastructure, services and innovation that will enable Westpac to successfully execute its strategy,” said Theresa Gattung, Chief Executive Officer, Telecom. “Westpac operates in a highly competitive arena where frontline service is paramount to success. Telecom is committed to helping Westpac create a new benchmark for outstanding customer service in its industry.”
“Telecom is ready to help Westpac drive further improvements in service and productivity across all its operations with all the attendant benefits for Westpac’s business, employees and customers,” Gattung added.
“Having the right telecommunications base and capability is a critical element of being able to deliver great service to our customers,” said Ann Sherry.
“In Westpac New Zealand’s results announcement I highlighted the importance of customer satisfaction as a driver of our future growth. Alongside continuing to make improvements in this all-important area, we have opportunities to deliver further improvements in our efficiency of operation, and our partnership with Telecom supports that approach.”
The deal is believed to be one of the largest contracts for the provision of telecommunications ever in New Zealand.
“The tender process was one of the most robust ever undertaken by Westpac, as the proposals were evaluated in detail over a nine-month period,” Ann Sherry said.
“While each of the respondents provided very strong proposals, Telecom NZ provided the proposal that best met the broad requirements of Westpac, given our strategic objectives.
“In addition, the information and communication technology contract is the first at Westpac in New Zealand to be assessed against the bidders’ sustainability practices, such as environmental and community focused practices, “Ann Sherry said.