• Branch Cash Management
• Forecasting
• Scheduling
• StaffPro Reports
• Teller Performance Measurement
• Enterprise Reporting

What is StaffPro...

StaffPro® is a browser-based system designed to increase teller productivity, enhance management of the branch operation, improve the quality of teller work and provide greater access to information throughout the organization.

StaffPro® differs from most other teller staffing products by employing a heuristic algorithm instead of statistical modeling to forecast staff. Adoption of a heuristic algorithm produces staff projections from weighted transaction volumes using formulas that capture and express your knowledge and experience of your operation. This strategy produces effective results quickly, without initial transaction timings, work process studies or constant input of staff activity.

Benefits from StaffPro include:

• Costs savings by optimizing teller staffing levels
• Improved customer service because teller staff is matched to actual requirements
• More satisfied tellers and managers
• Increased cooperation between central management, branch operations and staff
• Simple, fast implementation with low ongoing maintenance effort
• Comprehensive targeted reporting
• Effective results quickly
• Teller accountabililty

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How does it work?

StaffPro® works by providing four critical capabilities in a closely integrated system.

Forecasting - Produce staff projections from weighted teller transaction volumes using formulas that capture and express your operation.

Scheduling - Scheduling tools that allows management to allocate teller resources exactly when and where they are needed, based on predictive requirements by hour and day of the week.

Enterprise Reporting - Comprehensive and targeted reporting delivered through a browser based interface available at all levels of the organization.

Teller Performance Measurement - A system designed to produce a quantitive score to measure teller performance. View a teller's performance over time as well as ranking across the area, region or the entire bank.

Together these features deliver up-to-date awareness of current teller productivity to those responsible for it, and provide the tools to let them optimize it. StaffPro is designed to fit easily into your existing operational and IT environment, using existing personel and assets, and begin delivering results quickly.

With StaffPro there is no longer any argument about what the optimal staffing levels should be. Because StaffPro shows both what is happening and what should be done, and provides tools to help achieve it, productivity gains start being driven from the branch system up instead of top management down.

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Data Consolidation

A custom interface module gathers the detailed teller transaction data from whatever sources are available. Detail transaction data is consolidated and organized by location, user and type of transaction. Customization includes the ability to filter transactions that should not be counted for staffing and reporting purposes (e.g. administrative transactions). StaffPro maintains the data according to configurable retention periods. Detailed transactions are generally kept for a few months but StaffPro is designed to keep the historical data for years.

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Forecasting

Each institution can specify parameters that control how StaffPro calculates teller staff requirements. The calculation projects staff required based upon the historical transaction volume for a given hour and day of the week at that location. Algorithms are tuned to reflect both the operation and the level of customer service the institution wishes to maintain. All institutions should periodically validate the values used to make the projections.

Forecasting of teller staff is achieved by applying a staffing formula to weighted teller transaction activity. Formulas project staff based on weighted transaction counts for each time period. Transaction weighting has two components: transaction type and cash volume. Weighting transactions allow you to finely tune the formulas to reflect the culture and characteristics of your bank.

StaffPro forecasts staff levels on a scale of 1, 1+, 2-,2, 2+, 3-, 3, etc. A projection of 2+ indicates the transaction volume is high for two tellers but light for three tellers. 3- indicates a volume on the low range of what is expected for three tellers. The +/- strategy gives managers an indication of what is appropriate, and how customer service may be affected, without assuming that teller staffing can be dictated entirely by quantitative measures.

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Scheduling

The Scheduling module provides a way to create and save optimum schedules for each half hour period, for each day of the week, for each branch. StaffPro shows available employees, the total hours an employee is available during the week, and the projected teller requirement for each time slot and day, based on the prior three-month transaction average.

The system maintains three schedules for each branch by day of the week: Base, System and Active.

• Base schedules are simply the hours the branch is open.
• System schedules are recalculated automatically each month.
• Active schedules are initially based on System schedules but are modified, expanded and maintained by management.

Every month a new Baseline profile is generated based on the prior three months activity. StaffPro then automatically creates a new System schedule by analyzing transactions and scheduling tellers until the Baseline requirement is met.

As tellers are scheduled the "active teller" block for that hour changes color to indicate that the scheduled staff is below, within or above the projection. This lets managers instantly see where staff is needed or may be able to be scaled back. (See a sample Schedule page in the StaffPro demo. ) Multiple model schedules can be created for regular, holiday, summer or other requirements.

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StaffPro Reporting

StaffPro reports are delivered as a predefined set of reports that are part of a powerful enterprise reporting engine that can be customized and managed in many ways.

• Define what reports are in the system.
• Organize the reports into related groups and associate the groups under menus.
• Control which security groups can access what menus and reports.
• Create unlimited view of branches, department, personnel, accounts, etc. and access these views in a variety of ways as appropriate for each report.
• Control how much of a view a user can see when accessing a report.
• Automatically create and manage individual lists of requested reports kept for a defined retention period.

This enterprise reporting and security module serves as the reporting engine for StaffPro, but can produce, distribute and manage report requirements across all departments and applications.

Security - Controls who can access which reports, and what scope of data they can request for a given report.

Organization - Reports are organized into groups(Loans, Auditing, etc.) controlled through flexible menus and tied to security.

Flexibility - Criteria built into the report definitions (dates, branches, departments, personnel, prompted fields, etc.) can be specified by the requestor.

Data Management - Supports distributed report generation so that the data being reported on stays where it is. You do not move data to a central database or create snapshots. The report is created local to the data and only the finished report moved across the network.

While there are many standard reports provided with StaffPro, the following are a few examples:

• Hourly by User Actual and weighted transaction counts by user for each hour of the day with totals by user, hour and branch. Recommended staffing requirements based on the weighted counts are shown for each hour.
• Branch Summary Consolidates totals for a week, by day of the week, on one line. Thus an entire month's activity for a branch can be seen in four or five lines with the ability to quickly compare volumes on different days of the week.
• Branch Comparison Similar to the Branch Summary except that the major grouping is a specific week with the selected branches listed on each line. Totals are consolidated for the days of the week. The Branch Comparison report allows area managers to quickly compare branches.
• Schedule Detail. Shows the branch schedule for either the System or Active schedule, using colored letters to represent the different types of activity.

Additonal reports include:Hourly by Type, Weekly by User, Weekly by Type, Weekly Cash Summary, Staffing Summary, Teller Detail, Teller Balancing Summary

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Teller Performance Measurement (TPM)

Teller Performance Measurement (TPM) is a module that produces a quantitative score to measure teller performance. Scores are normalized so that tellers across an institution can be fairly compared between full-time and part-time tellers, or small and large branches. TPM measures three aspects of teller activity:

• Aggregate amount of overages plus shortages
• Frequency of outages
• Transaction volume compared with a peer group

During daily processing the teller’s over/short amount is stored in the historical tables. A monthly process calculates the number of active teller hours and the average transactions/hour by location. Values are defined for the different measurements and used to calculate the actual score. Each institution can configure TPM to reflect its culture and goals.

TPM Reports

• TPM by Branch. List scores by teller for each branch in descending order of score, with tellers grouped by Acceptable and Unacceptable scores.
• TPM Combined Lists all tellers in the organization by descending score. Note: The score is a weighted composite for those tellers who had activity in multiple branches during the period.
• Teller Balancing Summary Shows total overages,
  shortages, transactions, cash ins and cash outs by day, for each teller, for each branch they had activity in. It reports the number of days with outages out of the days worked in each branch and in total.
• TPM Teller History Summarizes teller TPM scores and other information over the periods requested in the report.
  

Once TPM is configured it provides a unique and highly effective view into teller performance. Because TPM combines multiple aspects of teller performance into a single easily understood score, communicating expectations to the teller staff is more effective. When tellers know what is expected of them and can clearly see how they are performing relative to the standards, they do a better job.

TPM Benefits

TPM means that for the first time tellers, supervisors and management have a standard with which to objectively measure teller performance. Tellers are like most employees, given a clear achievable goal most of them will strive to meet it.

TPM idenitifies problem tellers quickly, but equally important it identifies outstanding tellers. Not only can you take action to fix problems, but you can provide incentives to encourage excellent performance.

By using TPM reports to compare branches, management can identify poor and excellent teller supervisors. If some branches routinely have many tellers below the acceptable range, that generally indicates a supervisory problem more than a teller problem.

TPM lets you improve the quality of teller performance along with the increase in productivity provided by the rest of StaffPro.

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