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Metro Bank


The Client

Metro Bank opened its doors in 2010 and is the first high street bank to launch in Britain in over 100 years. The company was set up by founder Vernon W Hill to introduce customers to unparalleled levels of service and convenience, based on a unique retail banking model, which revolutionised banking in the United States.

The Brief

The founders envisaged a bank that was an open, welcoming retail environment with revolutionary customer service. Customers would be able to set up an account quickly and simply, and branches would be open seven days a week.

In August 2009, Metro Bank started ramping up towards launch, and needed an IT infrastructure partner to provide hosting, desktop, network and call centre services. It already had a proposal from a previous supplier, but the cost was too high. Metro Bank asked Deloitte to help reduce the cost of the IT infrastructure by engaging with a range of suppliers.

Deloitte’s Solution

Recognising the urgency of the situation, Deloitte’s team of four consultants adapted its standard procurement processes and rose to the challenge, delivering the required outcomes in record time and saving Metro Bank over 50% on their previous best offer. Deloitte managed the design, test and implementation of the bank’s front office, data centre and network infrastructure. This included creating the IT systems architecture and design standards for internet banking, CSR/teller interfaces and automated telephony solutions for banking.


Deloitte exceeded expectations with the initial sourcing engagement, meeting the extremely tight 8-week timescale and delivering a 50% reduction in the five-year cost model for IT infrastructure and related services. Subsequently, Deloitte met every milestone up to the launch, from designing and testing to implementing the bank’s front office, data centre and network infrastructure. When the first Metro Bank opened its doors in Holborn, central London, on 29 July 2010, the IT infrastructure was fully-functioning and ready to deliver on the bank’s promise of unparalleled customer service.

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