Driving Real-Time Payments Through Agile Innovation

Client Overview

Cuscal is one of Australia’s leading Authorised Deposit-taking Institutions (ADI) and a major force in the nation’s payments ecosystem. With capabilities across card issuing and acquiring, mobile payments, fraud prevention, EFT switching, and settlements. Cuscal powers over 100 clients across industries — from banking and fintech to retail and airlines. A key architect of Australia’s New Payments Platform (NPP) and operator of the rediATM Scheme, Cuscal continues to push boundaries in real-time payments and digital innovation.

The Challenge

In 2012, the Reserve Bank of Australia (RBA) issued a bold challenge to the financial sector: enable real-time payments for every Australian by 2018.

For Cuscal, this meant transforming not just technology — but the way teams delivered outcomes.

“With the NPP at Cuscal we essentially act as the middleman to process real-time payments, track settlements and manage disputes and investigations on behalf of our clients. We also have our own white-label mobile banking solution that our clients and their customers can use to make real-time payments as well as manage all of their mobile banking needs”.
— Rashu Kharbanda, Head of Architecture & Solution Delivery, Cuscal

As the deadline approached, multiple payment streams converged within Cuscal’s NPP Payments Engine. The company needed a new delivery model, governance framework, and mindset — one that could accelerate progress while maintaining precision and quality.

Our Approach

We partnered with Cuscal to reimagine delivery and governance through an enterprise-wide Agile transformation. The goal was not just to meet the NPP deadline, but to build a culture of adaptability and continuous improvement for the long term.

Key Steps:

• Stakeholder Alignment:
  • Defined clear roles and responsibilities across senior product leaders, delivery teams, and executives using RACI and Agile role frameworks.
• Framework Redesign:
  • Evaluated existing project management models and developed a strategic roadmap to guide the shift to Agile delivery.
• Agile Mindset & Governance:
  • Implemented process and governance reforms to support iterative delivery, data-driven decision-making, and transparent communication.
• Capability Building:
• Delivered:
  • Product Owner Training (4 groups)
  • Scrum Master Training (7 groups)
  • Agile & Scrum Team Workshops
  • Supported adoption through internal roadshows and targeted engagement across PMO, Finance, and Technology functions.

The Results

Through a structured and people-driven approach, we helped Cuscal deliver measurable transformation — improving speed, collaboration, and governance across portfolios.

Impact Highlights

• Accelerated Delivery:
  • Successful on-time execution of over 30+ major projects, including NPP Wave I, Apple Pay Day 2, and Samsung Pay.

• Improved Efficiency:
  • Significant improvement in throughput and reduction of delivery bottlenecks.

• Agile Culture Embedded:
  • A sustainable Agile mindset now drives delivery across Technology and Product Services.

• Portfolio Scalability:
  • Established a governance model enabling management of 40% of Australia’s ATMs through Cuscal’s EFT portfolio.

• Enduring Change:
  • Launched multiple waves of Agile transformation across teams, portfolios, and enterprise levels — creating a long-term culture of learning and adaptability.

The Transformation in Numbers

• 30+ major digital and payments projects delivered
• 4+ Product Owner training sessions
• 7+ Scrum Master cohorts trained
• 40% of Australian ATMs under Cuscal’s EFT portfolio
• 100+ stakeholders aligned under a unified Agile governance framework

Lasting Value

By aligning people, processes, and purpose, we helped Cuscal embed an Agile culture that continues to drive innovation — supporting the company’s vision to level the competitive landscape and empower real-time payments for every Australian.