Technology Ratings

Customers perceived progress on the technology front over the past year, based on the 2008 customer survey results. Satisfaction with DTCC’s capacity to leverage technology to create industry-wide solutions climbed to 85%, up 10 points over 2007. And satisfaction for innovation increased to 80%, up 6 points over last year.

The gains are attributable in large measure to DTCC’s sustained drive to strengthen its technology organization, which culminated in the October announcement that DTCC had attained CMMI Level 3, the only U.S. financial services organization to have achieved this rating across its entire enterprise. (See article, "DTCC Appraised as a CMMI Level 3 Organization".)

Suggestions for improvement in the technology area focused on three areas: ease of use, Internet service expansion and system enhancements.

In other measures for this category, DTCC’s technology received 86% satisfaction for connectivity (vs. 87% in 2007) and 84% for hardware and software (vs. 82% in 2007). One customer said, “DTCC is doing a good job so I would say they need to stay on the cutting edge since things move so quickly in IT.” In the words of another, “Technology upgrades have been great; DTCC needs to continue technology upgrades.”

For speed to market with new products and services, satisfaction remained at the lower end of the spectrum with a 68% rating, a 5-point increase over 2007. “Anticipate market trends; provide more timely (quicker) solutions to industry issues,” was one customer’s comment on this point.