To the Editor:
I read your article, "Intuit Processing Unit Shaking Up Its Management" (Aug. 7, page 16), with some concern, and would like to clarify a few points.
Under the management of chairman Bruce Burchfield and the operational leadership of president Tom Daniel, Intuit Services Corp. has in 10 months gone from processing on-line banking and bill payments for a few thousand customers of four banks to a market leadership position.
Today, Intuit's home banking network includes 39 of the nation's top financial institutions offering on-line banking and bill payment.
Since early April, our internal measurements indicate that the system has been at or near the top of electronic-processing industry standards for uptime, and the number of payment inquiries have been cut in half even as payments processed grew more than 40%.
Further, Intuit Services Corp. has added people and an "800" number to increase the level of customer service. Wait times have been reduced to an average of under 10 seconds. While far from perfect, we are continuing to make improvements.
I deeply regret the departure of Tom Daniel. He has provided dedication and leadership in starting up this enormous project. His voluntary departure indicates no dissatisfaction on Intuit's part. Personally, I feel proud of the start-up of something potentially great for our company, our financial institution partners, and our customers.
William V. Campbell
President and chief executive officer
Mountain View, Calif.