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AT Consulting has organized the monitoring of Electronic Queuing Systems in Sberbank

November 12, 2012

Sberbank of Russia and AT Consulting have completed the project on the development of an IT solution for the monitoring of Electronic Queuing Systems. The system will help to collect information on the state of queues from all the bank branches, to analyze the customer flow, and allocate staff according to the needs of a specific branch.

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The "Ocheredey.Net!" program, launched in Sberbank in 2010, is aimed at reducing the queuing time in branches, and includes two interrelated projects: equipping support offices with Electronic Queuing Systems (EQS) and the deployment of the system of real-time monitoring of information coming from EQSs distributed all over the country. The AT Consulting team was given a task to develop a monitoring system that would allow receiving and processing information from 10,000 EQSs, and to centrally manage such EQSs.

The project on the monitoring system development started in August 2011 and consisted of three stages. The first two stages that ended in December 2011 and March 2012 respectively, included the analysis of the requirements, design and development of a data warehouse based on Oracle DBMS, implementation of EQS interaction with the monitoring system, as well as the development of a system for unified setup of EQSs and reporting on the platform of SAP Business Objects. This enabled a centralized management of settings for all connected EQSs, and real-time receipt and display of statistics and status of queues. The final stage involved the solution testing, successful completion of acceptance testing, and the beginning of user training. It ended in June 2012 with the commencement of trial operation.

Today, the system of EQS monitoring uses a single database containing information on all electronic queues, updated in real time, every five minutes. The system allows reporting on key parameters, as well as viewing "traffic light" reports (dashboard) that reflect, in online mode, the ratings of units and their current queuing KPIs, situation in each branch and within Sberbank as a whole, depending on the level of aggregation and the stated reporting period (quarter / month / day). Heads of units at all levels can monitor the status of queues and, furthermore, determine the reasons of their formation with the help of this system.

"The development of such a large system provides us with a great experience in the monitoring of multi-vendor, geographically distributed sites. Close cooperation with our experts, the customer’s team, and all the performers of the project helps in achieving one of the main goals of "Ocheredey.Net!," i.e. to significantly reduce our customers queuing time," said Dmitry Gordeev, Director of the Competence Centre for IT solutions for Sberbank of Russia, Partner of AT Consulting.

The system is currently being actively developed. Every day, new EQSs are connected. In addition, integration with other information systems of Sberbank of Russia has been scheduled.

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