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Network Strategy Branch network strategy reviewed and approved by the board Customer footfall and transaction data analysed by branch for the past 3 years Digital channel migration rates assessed — what proportion of transactions have moved online? Geographic coverage requirements assessed — regulatory, commercial, and community obligations Competitor branch network changes monitored and factored into strategy Branch format options defined: flagship, standard, micro, cashless, or advisory-only Closure, consolidation, or repurposing decisions documented with rationale
Physical Redesign Target branch format design approved — layout, zones, and customer flow Self-service technology selected and configured (ATMs, kiosks, video banking) Advisory and meeting room space designed for complex customer needs Accessibility requirements met — DDA/ADA compliance confirmed Signage and brand standards updated for the new format Technology infrastructure (Wi-Fi, screens, devices) specified and costed Refurbishment or fit-out schedule confirmed with contractors
Technology Enablement In-branch technology roadmap approved — devices, software, and connectivity Video banking capability deployed for remote specialist access Tablet-based assisted service tools deployed for branch staff Digital onboarding capability available in branch Cash management technology assessed — smart safes, recyclers, or cashless transition Branch network management system updated to reflect new formats Cybersecurity controls for in-branch devices reviewed and updated
Staff Reskilling New role profiles defined for transformed branch formats Skills gap analysis completed for all affected staff Reskilling programme designed and approved Training delivered before branch transformation goes live Staff consultation process completed — union or works council engagement if applicable Redundancy or redeployment process managed in compliance with employment law Branch manager coaching programme in place for the new operating model
Customer Communication Customer communication plan approved by Marketing, Legal, and Compliance Regulatory notification obligations assessed for branch closures Vulnerable customer impact assessment completed Alternative access options communicated to affected customers Community engagement completed for significant closures Staff briefed to handle customer queries about the transformation Post-transformation customer satisfaction survey planned
Post-Transformation Review KPIs defined for the transformed branch network (footfall, NPS, cost per transaction) 30-day and 90-day post-transformation reviews scheduled Customer feedback collected and acted upon Staff feedback collected and acted upon Financial performance of transformed branches tracked against business case