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Our eChannels, or Process & Channel Infrastructure (P&CI) team looks after the design, development and management of all Westpac's electronic channels, product systems and processes. This includes the way our customers interact with us through our ATMs, Internet and Telephone Banking services as well as the tools and systems that allow our staff to deliver great customer service.

The focus of the P&CI team is more on business and the products Westpac offers rather than Information Technology, ensuring that IT deliver solutions that meet the needs of our staff and customers.

There are about 200 people working in this team, in four main areas:

• Channel and Systems Management
• Electronic Channels Development
• Process and Systems Development
• Design Principles

Adam Collis Channel Development Manager E Channels "I create online tools and applications that improve people's work experiences and make their jobs easier, on a day to day basis. We need to understand the requirements and needs of the different business units as well as the needs of the users, including how they want to interact with the system. We then turn these into a tangible set of written documents that will direct the building of an online system by IT to solve their problem. Often there's a lot of negotiation to arrive at a point where everyone agrees and usually, we're working within a tight time-frame. But it's tremendously satisfying to deliver products that users love to use - and our team gets a great deal of positive feedback."

Jacqui Visch Business Consultant e-HR Capability - Sustainable Productivity Program "We work on a project from concept, through to project design, the build, and then the implementation. The challenge is to really listen and clearly define the needs of each business unit to ensure that the process will deliver the right outcomes. There's tremendous satisfaction in creating and building a system which is then rolled out across the organisation, and in some way, touches all 27,000 people who work at Westpac."