So, let’s start at the beginning. Can you tell us your name, who you work for and what is your exact role within the company?
I am Mick O’Brien, and I work for Virgin Trains as the Fraud Manager.
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And how do you know the people at UP3?
I
have had the great pleasure of working closely with the UP3 team,
particularly Becci and Callum, during the exciting development of the
fraud application with the Service Now platform.
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Tell us about the project your worked on together?
The
fraud application project was part of the larger platform service
provider migration within the Customer Resolutions Centre. My role was
to identify fraud, primarily within the Delay Repay system, which prior
to the app development relied upon manual interrogation of vast amounts
of data. Starting from ideas on post it notes the application was
brought to life by the UP3 team allowing us to go live within a few
months.
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And, honestly how was it? Any issues, any stories?
Brilliant,
the team worked in complete harmony, sharing thoughts and ideas along
the journey. The passion shown was fantastic and has proven that there
are some secret detectives within UP3!
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So what is next. Can you tell us the next project or any future plans?
Phase
2 is the next stage of the project and is extremely exciting. It will
enhance the application using all the information we have learnt so far,
together with new ideas and will improve the prevention and deterrent
elements of the application.
In addition, the upgrade will allow us
to engage with those intent on committing fraud and abusing the system.
Our goal is to prevent and detect fraud at its genesis ensuring our risk
is greatly reduced whilst enabling us to pro-actively identify and
emerging fraud trends which will drive our strategy.
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Is there anything that UP3 could improve on. And be honest, we like to hear good and bad feedback?
Bigger notebooks : )
Nothing,
everyone at UP3 has a fantastic appetite to transform ideas into
reality and I can’t wait to build on what has already been achieved.
