BoQ fires up mortgage BPO

Retail institution, Bank of Queensland (BoQ) recommitted a key IT outsourcing contract with long-running incumbent DXC for another four-and-a-half years in February 2018. In March 2019, less than 6 months after the project started, the DXC mortgage administration processing service went live. By utilising the e5 Workflow platform as the foundation to automation and exception management,  DXC is able to provide this service as part of their business process outsourcing (BPO) operating model.

Phase one represents the Mortgage Release process, which is part of a multi-wave roll-out of the entire mortgage administration service including Origination and Loan Maintenance. By enabling digital workflow, document management and document production through the e5 Workflow platform, key activities can be automated, exceptions presented based on priority to the appropriate staff and provide real time SLA and KPI management. This all culminates in creating an operating model that fully supports a remote workforce with priority, skills based task allocation, without loss to quality, efficiency or productivity.

The DXC BPO supports the bank’s strategic transformation agenda allowing it to reduce the complexity of its IT environment, standardise and improve the delivery of technology and business services, increase the speed and reduce overall IT operating costs. Technology execution is a key factor in reducing bank operating costs by introducing efficiencies and automation that help push down the keenly watched cost-to-income (CTI) metric.