The deal strengthens EDS’ already deep relationship with the bank. It follows the signing last year of a new US$350 million master IT&T agreement involving enterprise processing services (EPS) for mainframe, mid-range and data storage until 2012.
The new desktop contract covers all computing services directed at end-users, including support and help-desk, email, messaging, MS Outlook web access and mobile information security. It also includes the service contract for ATMs.
“These services will provide enhanced user capabilities for the first time and provide a consistent consumer computing experience at home and also at work,” said the bank’s group executive for Enterprise IT Michael Harte.
“The demand for improved interactivity and convenience are greater today and our users are seeking improved quality.”
“The review process was conducted to capture business needs and external capabilities to give us a better understanding of market capability for desktop and service desk services, which meant that pricing for these services, could be accurately assessed,” Mr Harte said.
The agreement includes a new set of service levels which will ensure the quality of services provided.
“The service levels we have agreed to are at a level equal or better than those typical from others in the industry,” he said. “We believe this extension will be beneficial for both our businesses.”
“It is the Commonwealth Bank’s aim to ensure that the other organisations who are working to support this announcement are also required to raise the standard of service to meet the new arrangements. These organisations include: Dell, HP, Cisco, Microsoft, Xerox, Fujitsu, Ricoh, NetApp, NCR and Diebold.”
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