I think the idea is to allow the bank to run skeleton crews but also indentify when there are "busy" periods so they can beef up staff to cover this so as not to damage customer service too significantly. when it comes down to it, the only real thing that can differentiate a bank is price or customer experience. a bad banking experience can be enough for someone to swap away from a bank.
Ann: Award of Cash R&D Tax Incentive and Grant, page-3
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