Updating Procedures

CLIENT: Big Four High Street Bank: familiar procedures ... meet FSA guidelines ... 'just in time' solution.

Certain familiar procedures were to be updated for all customer-facing bank staff in order to meet FSA guidelines for stricter security. It was vital that all users of these procedures had a full understanding of the changes and were able to work in accordance with them immediately they came into force. Timing of the training was crucial.

Within tight timescales, members of the Hiltrain team produced a stand-alone booklet that reiterated the importance of the procedures for staff and customers, explained how the changes would improve data quality as well as security, and equipped staff to implement the revised procedures accurately.