Case Study: Business Benefits of Outsourcing

Delta Community Credit Union Says Move Was a 'No Brainer'
Case Study: Business Benefits of Outsourcing
For one Atlanta-based credit union, increased security demands -- magnified by the economic recession -- proved daunting.

Delta Community Credit Union in 2001 decided to outsource security management to Diebold Inc. The $3.5 billion credit union is now part of Diebold's Integrated Services portfolio.

In an exclusive interview, leaders from Delta and Diebold discuss the outsourcing relationship and how it has evolved.

The Challenge

Branch expansion and an increase in online banking members created logistical obstacles and opportunities for security holes, says Gail Ruppersburg, the credit union's physical security specialist.

"It just became evident very rapidly to us that there was no way we were going to be able to handle it all ourselves," Ruppersburg says.

Growth, which created challenges for Delta Community's already-burdened information technology and security departments, offers lessons for any institution that is acquiring new members or customers. Delta Community did not prepare itself well, Ruppersburg says, when it moved from serving only Delta Airlines employees to a more general membership base. "It was almost like we went from a protected environment to an unprotected environment," she says.

In seeking an outsourced solution, Ruppersburg says the institution had two main considerations:

  • Sustainability: "How are we going to be able balance our existence with cost and operations, and still produce a good product for our membership?"
  • Flexibility: "We want security for what we offer, but we want to be customer service oriented."

Outsourcing Advantages

Similar to a leasing model, Delta Community's outsourcing arrangement provides automatic forecasting for equipment replacement, as well as for routine service and maintenance checks. That saves time and staff Ruppersburg has to devote to record-keeping. Automatic backups of the server also are provided, ensuring the credit union's data and drives are protected.

"For us, it was a no-brainer," Ruppersburg says. Outsourcing has taken the guesswork out of equipment upgrades and software updates. It also has provided expertise that Delta Community could not afford to foster in-house. Further, outsourcing has helped the institution:

  • Improve efficiencies;
  • Reduce fraud risks;
  • Ensure compliance with security.

Check out the full interview with Delta Community's Gail Ruppersburg and Jacky Grimm, Diebold's director of security solutions.


About the Author

Tracy Kitten

Tracy Kitten

Former Director of Global Events Content and Executive Editor, BankInfoSecurity & CUInfoSecurity

Kitten was director of global events content and an executive editor at ISMG. A veteran journalist with more than 20 years of experience, she covered the financial sector for over 10 years. Before joining Information Security Media Group in 2010, she covered the financial self-service industry as the senior editor of ATMmarketplace, part of Networld Media. Kitten has been a regular speaker at domestic and international conferences, and was the keynote at ATMIA's U.S. and Canadian conferences in 2009. She has been quoted by CNN.com, ABC News, Bankrate.com and MSN Money.




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