But I think this is one of the points of the article: the human system are thoroughly broken and convoluted.
I've recently switched between banks and done just what you said: I went in to a branch knowing roughly what I wanted, but unsure exactly how to setup it up.
The end results was _months_ of back and forth. The agents in person or in call centres did not know answers to fairly simply questions (can I have an overdraft on an offset account) and were unable to answer questions about applications (my credit card application continually gave me notice online saying 'proof of other funds required', no one was able to tell me what this meant our what I had to provide).
These problems are not related to the deep legacy issues of interbank transfers and settlement or fraud.
They are failings in organisational design and management, information design, customer service design. I'd guess they are a symptom of continuous churn and restructuring, of flipping from in sourcing to outsourcing and back again.
They are all problems that are within their power to resolve (yes, at great cost )
Oh, you nailed it with “symptoms of continuous churn and restructuring”.
Just yesterday I was chatting with my manager about the “legacies that never die” which dramatically multiply complexity and spread the teams even more thinly...
I've recently switched between banks and done just what you said: I went in to a branch knowing roughly what I wanted, but unsure exactly how to setup it up.
The end results was _months_ of back and forth. The agents in person or in call centres did not know answers to fairly simply questions (can I have an overdraft on an offset account) and were unable to answer questions about applications (my credit card application continually gave me notice online saying 'proof of other funds required', no one was able to tell me what this meant our what I had to provide).
These problems are not related to the deep legacy issues of interbank transfers and settlement or fraud.
They are failings in organisational design and management, information design, customer service design. I'd guess they are a symptom of continuous churn and restructuring, of flipping from in sourcing to outsourcing and back again.
They are all problems that are within their power to resolve (yes, at great cost )