Sberbank launches a unified operator workplace of its own development

On the platform of the Single Frontal System (SFS) frontal processes are developed for the Sberbank Online system (mobile application and the web version) and also for the staff of departments, specialists in direct sales of the first level. The program for development of this system is one of key and strategic for Sberbank.

2020: Start of a uniform workplace of operators based on EFS

On February 26, 2020 Sberbank announced TAdviser start of circulation of own development — the uniform workplace (UW) of operators of the first lines servicing corporate clients. Start of ERM is planned for March 1, 2020.

Trial operation of development showed that thanks to it 17–20 seconds (about 6%) of the average time of processing of contact are saved. In a month it is 2900 hours.

For February 26, 2020 there is preparatory work on the organization of circulation and training of operators — users of ERM. Increase in number of operators will systematically happen.

The Uniform Workplace (UW) of operators of the first lines (("The center of corporate solutions") is developed for the "operational support of USO" and "technical support of RBS" directions based on the bank platform "Single Frontal System" (SFS) using the modular approach allowing to connect easily (depending on requirement and readiness) additional tools or services. For February, 2020 ERM consists of the following modules: identifications of clients, authentications, CTI panels, cards of the client, history of questions, the intellectual assistant, the knowledge base, registration of addresses, notifications, search in CRM.

ERM contains information consolidated from nine systems sources: "CRM Korporativny", EKS, SBBOL, Way4, SNUIL, BFS (geoobjects), FP "Payments", FP ZD (payroll agreements). It allows to reduce quantity of program windows on a desktop of the operator.

Sberbank confirms a rank of bank of time. We save precious hours and minutes of our clients and our employees. This development — one more contribution to this process. ERM is successfully used on several platforms TsKR: in Stavropol, Togliatti, Novosibirsk and also on the platform in Nizhny Novgorod which differs in the fact that operators work in ERM from first working day

2018: Results of development in a year

In 2018 the architecture of EFS, development processes and a functionality output on industrial Wednesday were improved, Sberbank in the report on the activity for the 2nd quarter 2019 reported. Also the possibility of multiversion control thanks to which technology services and client functionality can develop independently and iteratsionno in own release cycles was implemented.

The EFS program creates uniform logic of service in all canals, based on the principle of omnichannel (a photo - svpressa.ru)

Within development of EFS in 2018 Sberbank implemented functionality of remote banking on documentary operations (letters of credit, the collection) through "Sberbank Business Online" which allows the client to direct applications/requests/letter to bank in electronic form, to keep track of their statuses online and to see the register of the transactions.

This service allows to reduce holding time of clients on letters of credit and the collection and to raise customer satisfaction, declare in Sberbank.

One more key event in the field of EFS Sberbank calls the beginning of a stage of mass edition of a system on all clients in three channels of remote banking in 2018.

The EFS program creates uniform logic of service in all canals, based on the principle of omnichannel, and considerably improves client experience. A single frontal system allows not only to increase comfort for clients, but also to increase employee performance, - Sberbank in the reports notes.

2017: New version of EFS

In 2017 the new version of the EFS 7.0 platform with higher level of reliability and performance due to support of the mode of deployment in multibank architecture and the Stand-In mode providing increase in fault tolerance and seamless updating of functional subsystems of the platform was developed. Also mass implementation of new target development process of EFS using "work benches of development was begun. Sberbank explains that it will allow one command to implement solutions for all channels, as much as possible to pereispolzovat already implemented objects and services, to reduce number of errors due to auto-generation of standard functional units and also to reduce time of training of new employees.

The expected effect of implementation of target development process of EFS – reduction of volume of manual development twice.

Practicians of DevOps were implemented for all EFS applications. Use of DevOps reduces time for updating of applications and allows to avoid errors of manual installation of parameters. The code covering automatic modular tests reached 80% that led to decrease in quantity of errors on a test stage twice, Sberbank states.

Besides, in 2017 the bank defined the quality standard of the EFS platform. Its accomplishment is controlled on 12 metrics. Use of the standard cut quantity of errors on a test stage by half and allowed to achieve that 50% of errors are eliminated within 8 hours.

2016

Developers of a Single frontal system of Sberbank are defined

In May, 2016 Sberbank determined contractors by creation of Single Frontal System (SFS) which is positioned as the new platform of transformation of banking business^[1].

The Technoserv Consulting company is selected by developer of a frontal system for the Retail Business and Wealth management blocks, AT Consulting - for the Corporate Business and CIB blocks.

The maximum price of the first lot was 297 million rubles, Technoserv Consulting suggested to perform works for 178.2 million rubles.

The second lot was estimated at 198 million rubles. The amount for which agreed to perform AT Consulting work was 131.5 million rubles.

Applications for participation in the first lot were also submitted by Diasoft and IBS, in the second - IBM, I-Teco, Jet Infosystems, Systematics, RDTECH, Bell Integrator and "to Fleks a softvara sistems".

A single frontal system will allow Sberbank to provide uniform client experience and to accelerate an output to the market of new products

A general contractor of Sberbank on creation of a Single frontal system is the Sberbank-Tekhnologii company.

To participation in purchase the companies having experience of implementation not less than three projects on development of the frontal systems during the period since 2013 were invited (at the same time the user audience of the project should make not less than 10,000 users). Participants of tender should have not less than 40 developers with knowledge of the Java programming language, 20 systems analysts, 20 developers with knowledge of the programming language JavaScript, css, html and 5 architects. Specialists of a project team of the participant should have certificates of Java Senior Specialist (not less than 10 specialists) and Oracle Professional (not less than 1).

Separately in documentation maximum rates of specialists made a reservation:

Overall assessment of the request of participants depended for 50% of the offered cost of execution of works and for 50% of quality of accomplishment of a test task.

Problems of a system

In a system the staff of departments and call center of bank, clients of mobile applications and Internet bank work (yur. and natural persons), partners in sale of products of bank. This system is intended also for control of ATMs and self-service terminals.

System implementation will allow to provide uniform client experience due to creation of uniform base of clients for all channels of service. It will be possible to begin interaction through call center of bank, and to continue, for example, in Internet bank or in department since that moment on which transaction was interrupted.

One more task of EFS – to accelerate an output to the market of new products of bank. In present conditions when for management of Internet and mobile bank, with processing, ATMs, terminals different applications, updating of services and products of Sberbank answer (for example, change of a deposit rate) on the whole country can take several weeks. The purpose – to reduce terms to one day.

Also, as expected, EFS will allow to reduce performing transactions time, to simplify the interface of staff of departments, to accelerate adaptation to work of beginners, to reduce quantity of errors.

Management of the EFS program

At the end of 2018 "A single frontal system" Alexey Poddubny became the program manager. According to TAdviser, it was appointed to this position after Sberbank was left by Elena Baturova who directed the EFS project earlier and also Vadim Sharobayev who under her management was responsible for this project in SberTech. Read more here.

Шаблон:Subject Sberbank

Notes