How PTSB fixed reliability in outgrown payments stacks

At EBAday in Copenhagen, David Callanan, Head of Payments, Strategy and Operations at PTSB, presented findings from a review of the bank’s payments technology stacks. The review identified reliability and trust issues that affected payment processing.

The assessment found that parts of the payments infrastructure had been outpaced by current transaction volumes and operational demands, creating friction points and occasional failures. The bank prioritized changes to improve reliability while minimizing customer disruption.

Callanan described a programme of targeted remediation and upgrades focused on replacing or upgrading specific components, increasing capacity where needed, and improving monitoring and alerting. Work was staged to avoid major interruptions to day-to-day operations.

The effort aimed to preserve a frictionless customer experience while meeting security and regulatory requirements. The programme included software updates, configuration changes, and strengthened controls implemented during off-peak windows to limit impact on users.

He said growing expectations for faster payments and evolving regulatory standards prompted the review. Legacy elements that no longer matched service requirements were identified and scheduled for remediation.

Callanan told the conference, “I’m optimistic about the way trust is improving.” He indicated the bank attributed progress to prioritizing specific fixes, attention to compliance, and keeping customer journeys intact while the technical estate was updated.

The bank will continue to monitor its payments infrastructure and make further adjustments as needed to preserve reliability and customer confidence.