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ARTICLE · 27 JULY 2018

TSB's IT Migration Might Be More Than A Reputational Glitch

ICSA
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The turmoil that ensued following TSB's migration of its IT systems in April has led to a number of questions regarding their preparedness to change distributors and their ability to fix...

United KingdomMedia, Telecoms, IT, Entertainment
Kirsty-Anne Jasper
Kirsty-Anne Jasper

TSB's handling of its IT migration reveals the importance of managing reputational risk

The turmoil that ensued following TSB's migration of its IT systems in April has led to a number of questions regarding their preparedness to change distributors and their ability to fix the issue in a timely and comprehensive way.

Perhaps more troubling has been the way that TSB has conducted itself in aftermath and the accusations that Paul Pester, the TSB chief executive, was misleading in his evidence to parliament and to customers about the extent of the issue.

Migration failure

When TSB migrated its IT systems on 20 April from those run by its former owners Lloyds Banking Group to one designed by its current owner, the Spanish bank Sabadell, short-term disruption to some online banking services were anticipated and customers were warned that some would be unavailable for two days.

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