People First Bank launches Backbase digital platform

People First Bank has launched a new digital banking platform with Backbase to support its new app and online banking service.

The launch marks a key stage in the technology overhaul under way at the customer-owned bank, created through the merger of Heritage Bank and People's Choice. It now serves about 750,000 customers across Australia.

Built on Backbase's banking operating system, the platform underpins the bank's digital channels. The new setup is designed to simplify customer onboarding, improve security, increase reliability and make navigation easier.

Since the merger, the bank has been working to bring together separate legacy technology environments. Using Backbase allows it to move towards a unified digital platform without replacing core banking systems, an approach intended to lower operational risk during the transition.

According to details released by the two companies, the project has already delivered six production releases in the first nine months of the partnership. More than 600 employees also took part in a launch programme before the customer rollout, testing customer journeys and identifying issues ahead of the wider release.

People First Bank is introducing the platform in stages. Former People's Choice customers are now being moved to the new service, while Heritage customers remain on existing digital banking services pending a later migration.

Andy Weir, Chief Technology and Transformation Officer at People First Bank, said the shift was central to how customers interact with the bank.

"Digital banking is the primary way most customers engage with their bank, so getting that experience right is extremely important," Weir said.

"Customers can now join more easily, navigate their accounts more intuitively and access improved support when they need it. We have also built a foundation that lets us keep improving over time."

For People First Bank, the project is part of a broader programme to update the systems used by both customers and staff. Weir linked the new platform to earlier work on lending technology and said it would support further change across the business.

"This is a major step in a broader transformation program that is modernising the technology that supports our customers and our people," Weir said.

"Over the past three years we have delivered a new residential lending platform, and now a completely new and enhanced digital banking experience.

"Importantly, we have done this in a way that creates a strong basis for future delivery, allowing us to continue improving digital banking while progressing payments and core banking initiatives in the year ahead."

The staged rollout reflects the operational challenge of moving customers from older systems at two separate mutual banks into one digital environment. Banks typically phase such migrations to reduce disruption, monitor faults and respond to customer issues before moving larger groups.

Weir said the bank wanted to manage the change carefully.

"This is a significant change and we want to make sure customers are supported every step of the way. The staged rollout allows us to focus on delivering a smooth transition while continuing to learn and improve."

Backbase, which supplies digital banking software to financial institutions, described the project as a notable launch in Australia's customer-owned banking sector. It cited executive backing and staff preparation as important to the rollout.

"People First Bank is one of the most significant digital launches in Australian customer-owned banking. The team's commitment to getting this right, from executive alignment to staff onboarding, is what made it possible. We're proud to partner with People First Bank and what they're building for their customers," said Jeremy Thomas, Regional Vice President ANZ at Backbase.

People First Bank has more than 750,000 customers, more than AUD $25 billion in assets and about 2,000 employees, making it one of the larger customer-owned banking groups in Australia.