ADCB first to outsource ATMs

by ArabianBusiness.com staff writer Sunday, 18 March 2007

In what is believed to be a unique arrangement in the region, Abu Dhabi Commercial Bank (ADCB) is to outsource the management of its ATM network to NCR Corporation, a global IT services provider.

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NCR will use tools and processes from Gasper, a self-service management provider, to remotely monitor and secure ADCB's entire ATM network on a round-the-clock basis and proactively identify events that could affect system performance. When an event is detected, NCR can take immediate steps to resolve the issue before it has the chance to impact on ATM availability.
As part of the agreement, ADCB also has access to NCR @ Your Service and NCR's incident management dashboard, two web-based portals that provide real time information on the performance and availability of its ATMs.

Samir Kamaleddine, manager of alternate channels for ADCB, said: "ADCB has more than 108 ATMs located throughout the UAE. We needed a highly professional and experienced organisation that could provide ATM performance monitoring and reporting on a real time basis. Within two months of going live with NCR's incident management service, we noticed 1,500+ hours additional availability per month, resulting in improved service to our customers."

The information should help ensure uptime for ADCB's ATMs during times of high usage, such as holidays, salary days and exhibitions.

Najeeb Hatoum, vice president of NCR worldwide customer services for the Middle East and Africa, said: "ADCB's relationship with its customers is dependent on their ability to deliver the service when and where they expect it. NCR's goal is to support ADCB by maximising the performance of their ATM network, thereby giving them more time to focus on meeting their customer's needs."



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