Sberbank automated electronic queues

In November, 2012 the Sberbank of Russia and AT Consulting company completed the project on creation of IT solution for monitoring of management systems for electronic queues. A system will help to collect information on a status of queues from all bank departments, to analyze a flow of clients and to distribute personnel according to requirements of specific department.

Prerequisites of the Project

Program "Queues. No!", starting in Sberbank in 2010, it is aimed at reduction of waiting time of clients in departments and includes two interconnected projects: the equipment of offices of service by management systems for an electronic queue (SUO) and system implementation of monitoring of information arriving from SUO distributed through the whole country in real time. The task to develop the monitoring system allowing to receive and process information from 10,000 SUO and also to manage on a centralized basis them was set for the AT Consulting command.

Project Progress

The project on creation of a monitoring system began in August, 2011 and passed in three stages. During the first two stages which came to the end in December, 2011 and in March, 2012, respectively, requirement analysis was carried out, the data warehouse based on Oracle DBMS is designed and developed, interaction of SUO with a monitoring system is implemented and also a system is developed for the SUO uniform setup and the reporting on the SAP BusinessObjects platform. It allowed to manage on a centralized basis settings of all connected SUO, to receive and display statistics and a status of queues in real time. The final stage included testing of the solution, successful passing of acceptance tests, the beginning of user training and came to the end in June, 2012 with the beginning of trial operation.

Result

"Development of such large-scale system – extensive experience for us in the field of monitoring of multivendor, geographically distributed objects. Close cooperation of our specialists, teams of the customer and all contractors of the project helped to reach one of main goals of the program "Queues. No!" – it is essential to reduce waiting time of clients in queue", – Dmitry Gordeev, the director of competence center of IT solutions for Sberbank of Russia, the partner of AT Consulting company noted

At the moment the monitoring system of SUO represents the single database with information on all electronic queues updated each five minutes. A system allows to create reports on keyword parameters and also to watch the reports - "traffic lights" (Dashboard) in the online mode reflecting the rating of divisions and their current KPI on queues, a situation in each specific department and in Sberbank in general depending on the level of aggregation and the set reporting period (quarter/month/day). With its help heads of divisions at all levels can exercise control of a status of queues and, moreover, define for what reasons they are formed.