Project Compass | Business case

How we will tell the change is working

Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple

Each measure is baselined from January to March 2027 data before Victoria goes live on 19 April 2027. Measures are then reviewed each week and rated red, amber or green during each hypercare, then reviewed monthly.

Changed in v0.2 Updated v0.2

Helen Marchetti asked for a one-page customer-experience scorecard before Wave 2 (T5, action A-28). Change lead sends the outline by Fri 19 Feb 2027.
The risk and compliance theme now reads the Compass Assist approval gate as Fri 9 Apr 2027, moved from Fri 26 Mar 2027 (T5, change C-3).
Compass Assist is off for business bankers at go-live and offered in week 3 as opt-in, so banker take-up is read from week 3 (T4).

Business-case drivers D1 Faster resolutionD2 Lower cost to serveD3 Lower riskD4 Better customer experienceD5 Reliable data

Every number slot is empty on purpose. Hampton Bank owners set the targets after the baseline is taken. Until then the slot reads Target to be set.

Customer experience Updated v0.2 from T5

Sponsor view: Helen Marchetti wants a visible win by June.

Customer satisfaction after contact upTarget to be set
Repeat contacts for the same issue downTarget to be set
Customers asked to repeat their details downTarget to be set
Complaints about service contact downTarget to be set

D4 Better customer experienceD1 Faster resolution

Speed to resolve

Contact centre, branch referrals and complaints.

Handling time for common enquiries downTarget to be set
First-contact resolution upTarget to be set
Complaint cases closed within regulated time at targetTarget to be set
Branch referrals picked up by the owner in timeTarget to be set

D1 Faster resolution

Cost to serve

Effort per customer contact and per case.

Cost per contact downTarget to be set
Notes retyped across screens downTarget to be set
Branch admin time per account opening downTarget to be set
Cost per complaint case downTarget to be set

D2 Lower cost to serve

Risk and compliance Updated v0.2 from T5

Owner: Fatima Haddad. Gate for Compass Assist is Fri 9 Apr 2027.

Complaint responses sent within regulated time at targetTarget to be set
Compass Assist drafts reviewed by staff before saving, all draftsTarget to be set
Compass Assist drafts of complaint responses labelled and edited by the complaints officerTarget to be set
Guardrail breaches in Compass Assist logs at targetTarget to be set

D3 Lower riskD5 Reliable data

Adoption Updated v0.2 from T4

Read by wave group. Bankers' Compass Assist is opt-in from week 3.

Staff logging in each week upTarget to be set
Business banker pipelines held in Salesforce upTarget to be set
Banker opt-in to Compass Assist from week 3 upTarget to be set
Training completion within wave group at targetTarget to be set

D2 Lower cost to serveD1 Faster resolution

Data quality

Migrated data and what staff enter after go-live.

Migrated records reconciled to the legacy CRM, within targetTarget to be set
Duplicate customer records downTarget to be set
Complaint cases with a mapped category upTarget to be set
Customer records missing contact details downTarget to be set

D5 Reliable dataD3 Lower risk

Customer-experience one-pager for Helen Marchetti Updated v0.2 from T5

What was asked

At the steering catch-up on Thu 28 Jan 2027, Helen Marchetti asked for a one-page customer-experience scorecard before Wave 2. Wave 2 NSW go-live is Mon 7 Jun 2027.

The one-pager takes the Customer experience card above and adds the Speed to resolve measures a customer can feel.

What happens next

Action A-28: Change lead sends Helen a one-page outline by Fri 19 Feb 2027. The outline shows measures only, with Baseline to be taken and Target to be set in every slot. See the action list.

Trap: Helen wants a win by June, and the first honest result arrives only after the Victorian baseline is compared with the first weeks of hypercare. The one-pager shows the measure and its direction, not a result, until the baseline is taken.

This page is an optional appendix. It links each driver to the measures that prove it and to the business areas that move it.

Driver	Measures that prove it	Contact centre	Branch network	Business banking	Complaints and advocacy
D1 Faster resolution Value to be set	Handling time, first-contact resolution, referrals picked up in time and complaint cases closed in time.	Primary area for this driver.	Supporting area through referrals.	Supporting area through the shared pipeline.	Primary area through case timers.
D2 Lower cost to serve Value to be set	Cost per contact, notes retyped, branch admin time, cost per complaint case and weekly use of the system.	Primary area for this driver.	Primary area through guided onboarding.	Not covered in this version.	Supporting area through one case record.
D3 Lower risk Value to be set	Complaint responses in regulated time, drafts reviewed, drafts labelled and guardrail breaches.	Supporting area through draft review.	Not covered in this version.	Not covered in this version. Compass Assist is off at go-live.	Primary area for this driver.
D4 Better customer experience Value to be set	Satisfaction after contact, repeat contacts, details repeated and complaints about service contact.	Primary area for this driver.	Primary area through onboarding.	Supporting area through one customer view.	Supporting area through complaint outcomes.
D5 Reliable data Value to be set	Migrated records reconciled, duplicates, complaint categories mapped and missing contact details.	Supporting area through case entry.	Supporting area through account updates.	Primary area through pipeline pre-load from spreadsheets.	Primary area through category mapping.

Shaded green cells are primary areas and sand cells are supporting areas. Each driver keeps the same chip colour on the scorecard and here.

Reading the ratings

Green

At or better than the target set by the owner.

Amber

Within tolerance. Tolerance to be set by each owner with the target.

Red

Outside tolerance. The measure goes to the weekly status report as an escalation. See weekly status.

The rating is shown in the live tracker. This page is static and lists measures, not results.

When each measure is taken

Period	Dates	What happens
Baseline	January to March 2027 data	Operational reports give each measure a before value. Victorian school holidays and Easter fall at the end of this window, so the baseline notes that seasonality.
Victoria hypercare	Mon 19 Apr to Fri 30 Apr 2027	Measures are reviewed each week for Wave 1 and rated red, amber or green.
NSW hypercare	Mon 7 Jun to Mon 21 Jun 2027	Measures are tracked weekly for Wave 2. These weeks sit close to the end of the financial year, so the report notes seasonality.
After hypercare	From Tue 22 Jun 2027 (BAU handover)	Measures move to monthly tracking owned by the CRM platform team.

Trap: Measuring between Fri 26 Mar and Sun 11 Apr 2027 gives a distorted baseline, because leave and rosters change contact volumes. Take the baseline from January to March data and flag any weeks that fall inside the school holidays.

Rules for this page

The scorecard lists measures, not results. Baselines come before go-live.
Every number comes from a named report, never from memory. No numbers appear until the sources are checked.
Each measure is something the programme can change and ties to one driver.
Direction is stated on every measure: up, down, within target or no worse.

Previous: phased rollout Next: policy timeline

Sources: T4 business banking workshop, T5 steering catch-up, E1 sponsor kick-off note. Related: go/no-go, action list. Baseline operational reports are not yet supplied.