What is GoldResource™? GoldResource™ is a browser-based application designed to optimize productivity and reduce costs for teller operations. Teller operations are typically one of the largest cost items for retail financial institutions, so teller staff optimization carries the potential for significant cost and productivity improvement. Benefits from GoldResource™ include: Costs savings by optimizing teller staffing levels. Improved customer service because teller staff is matched to actual requirements. More satisfied tellers and managers. Increased cooperation between central management, branch operations and staff. How does it work? GoldResource™ works by providing four critical capabilities in a closely integrated system. Gathering and management of historical data to support to support trend analysis and reporting over long periods of time. Staffing analysis to both measure and predict optimum teller scheduling. Comprehensive and targeted reporting delivered through a browser based inerface available at all levels of the organization. Scheduling tools that allows management to allocate teller resources exactly when and where they are needed, based on predictive requirements by hour and day of the week. Together these features deliver up-to-date awareness of current teller productivity to those responsible for it, and provide the tools to let them optimize it. Any user with a web browser and the proper security can take advantage of GoldResource™'s benefits.
Quick Links  Login Page  Report Selection  Schedule Page   Report Examples  Hourly by User  Hourly by Type  Weekly by User  Weekly by Type  Weekly Cash Summary  Branch Summary  Branch Comparison  Staffing Summary  Teller Detail

With GoldResource™ an important cultural change occurs. Traditionally, top management monitors productivity and pressures branch management to control costs and staff. A natural tension exists in most institutions. There is no longer any argument about what the optimal staffing levels should be. Because GoldResource™ shows both what is happening and what should be done, and provides a tool to plan it, productivity gains start being driven from the branch system up instead of top management down.

Data Consolidation

A custom interface module gathers the detailed teller transaction data from whatever sources are available. Detail transaction data is consolidated into historical database tables on Microsoft SQL Server organized by location, user and type of transaction. Customization includes the ability to filter transactions that should not be counted for staffing and reporting purposes (e.g. administrative transactions). GoldResource™ maintains the data according to configurable retention periods. Detailed transactions are generally kept for a few months but GoldResource™ is designed to keep the historical data for years.  

Each institution can specify parameters that control how GoldResource™ calculates teller staff requirements. The calculation projects staff required based upon the historical transaction volume for a given hour and day of the week at that location. While Point Enterprises provides initial values, each institution can tune the algorithms to reflect both the operation and the level of customer service the institution wishes to maintain. All institutions should periodically validate the values used to make the projections.

GoldResource™ projects staff levels on a scale of 1, 1+, 2-,2, 2+, 3-, 3, etc. A projection of 2+ indicates the transaction volume is high for two tellers but moderate for three tellers. 3- indicates a volume on the low range of what is expected for three tellers. The +/- strategy gives managers an indication of what is appropriate, and how customer service may be affected, without assuming that teller staffing can be controlled entirely by quantitative measures.

Multiple formulas to calculate the staff projection can be defined for the institution, and are then assigned to individual branches. This allows urban, suburban, rural, in-store or other categories of branches.

GoldResource™ delivers comprehensive reporting to users at all levels of an organization. Each user can only request reports for areas they are authorized to see, but within that can specify multiple branches and date ranges. (see sample Report Selection page). Reports are designed specifically for effective analysis of teller operations and any number of additional custom reports to be included with the system.

As each user requests reports they are added to a list of reports for that user. GoldResource™ retains the completed report for a designated period and automatically ages them off the system. Reports can be produced in PDF or HTML format. If they are done as PDFs users have the option to save the PDF report file.

Standard reports include:

• Hourly by User  Transaction counts by user for each hour of the day.
• Hourly by Type  Transaction counts by type of transaction for each hour of the day. When GoldResource™ is set up each institution defines what transaction types it wishes to see and assigns each teller transaction code to a specific type.
• Weekly by User  Shows daily transaction totals by user across the days of the week. This allow quickly looking at how transaction volumes vary on different days and comparing users for each day.
• Weekly by Type  Shows daily transaction totals by transaction type across the days of the week. This allow quickly looking at how transaction volumes vary on different days and comparing volumes for each type.
• Weekly Cash Summary  Summarizes the types of transactions across the days of the week along with cash in and cash out totals. This facilitates seeing cash utilization in the branch throughout the week and what types of transactions are contributing to the cash requirements.
• Branch Summary  Consolidates totals for a week, by day of the week, on one line. Thus an entire month's activity for a branch can be seen in four or five lines with the ability to quickly compare volumes on different days of the week.
• Branch Comparison  Similar to the Branch Summary except that the major grouping is a specific week with the selected branches listed on each line. Totals are consolidated for the days of the week. The Branch Comparison report allows area managers to quickly compare branches.
• Staffing Summary  This report is an effective tool for looking at staffing requirements over time. The major grouping is the days of the week -- Monday, Tuesday, etc. The selected weeks are listed under the day with the staffing requirements spread across the hours of the day.
• Teller Detail  The Teller detail reports on detail transaction data so is only available for the retention period defined for the detailed transactions. It shows the every transaction performed by the specified users for the time period. While most teller system provide similar types of reports the Teller Detail can be a useful tool to find specific transactions or analyze an anomoly seen in the other GoldResource™ reports.

The Scheduling module provides a way to create and save an optimum schedules for each half hour period, for each day of the week, for each branch. GoldResource™ shows available employees, the total hours an employee is available during the week, and the projected teller requirement for each time slot and day, based on the prior three-month transaction average.

As tellers are scheduled the "active teller" block for that hour changes color to indicate that the scheduled staff is below, within or above the projection. This lets managers instantly see where staff is needed or may be able to be scaled back. See the sample Schedule page. Multiple model schedules can be created for regular, holiday, summer or other requirements.