Citizens Financial in Providence, R.I., has signed a five-year agreement to outsource some of its IT infrastructure to technology giant IBM.
On Thursday the two companies announced IBM would operate the banks internal IT systems and processes in its Rhode Island and North Carolina data centers. It will also support Citizens voice networks and provide IT support for employees.
Citizens will integrate IBM's predictive analytics technology with IT support, allowing the bank to analyze existing incident data and patterns and predict which upgrades and enhancements would be most effective, from the perspective of performance and of cost.
For now, Citizens is using the predictive analytics technology to help reduce server incidents. An IBM spokeswoman said applying predictive analytics for consumer-facing purposes is a future possibility.
The bank is also implementing IBMs IT automation technology to improve system availability and minimize the risk of outages. The idea is to resolve operational incidents before they reach the help desk and potentially affect service.
Information technology plays a key role in our ability to anticipate and meet the needs of every customer, across every channel, said Ken Starkey, chief technology officer of infrastructure services for Citizens, in a press release.
Citizens Financial has $136 billion in assets. It was formerly a wholly owned unit of Royal Bank of Scotland Group. RBS, however, has spent the last year spinning Citizens out at as an independent company at the urging of the British government. It currently owns about 41% of Citizens.