Claudio Garín, explains how the DCV has managed these months of remote work maintaining its quality standard.

Claudio Garín, operations and services manager, explains how the Depósito Central de Valores (DCV) has managed these months of remote work maintaining its quality standard.

What measures has DCV taken towards clients to ensure that the quality of the service is not altered despite remote work?

The impossibility of maintaining face-to-face customer service for our physical custody services (Vault) and in our affiliate DCV Registros challenged us to implement electronic operation protocols that allow operational continuity without our processes being affected by risk. This required registrations and reconciliations (232 participants). At the end of September, 100% of the adhered clients confirmed their validation of the processed transactions totaling 7,821.

Internally, how have you managed to stay communicated and coordinated as a team?

The collaborators of DCV and DCV Registros have maintained communication through the usual channels (telephone and email), which included the Microsoft Teams application and connection to the Company’s systems via VPN and VDI.

In turn, virtual meetings have been defined for control of operations and general coordination.

How do you rate the operation of DCV during these months?

We are very satisfied with the operation during this period of Pandemic. In turn, the quality of service surveys that we have carried out again (as of July) support this.

How has communication with clients changed during this period?

Our service channels (MAC) and (MAC ARA) by phone and/or email have been available from the first day of remote work, and they have been transparent for our clients.

What are the great lessons to be learned from these critical moments?

"Companies like DCV, which are critical to the capital market infraestructure, have lived up the demands. Analyzing both the technological, operational, and service issues, we can conclude that our adaptation and continuity cabilities have met expectations".

Claudio Garín
Operations and Services Manager

Our collaborators have adapted to the telework needs and flexibility that was required and, although the continuity of critical personnel was always present in our BIA (business impact analysis) work, in the face of the pandemic we were challenged to switch the entire company to remote work (successfully).

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