That result should not have been a surprise,
and I sincerely doubt changing BI will change the result even if "done properly" whatever "properly" turns out to be. Governments have made compliance the most important aspect of running a financial institution. Investors USE to be the most important aspect, now they are #2. When you are done managing those two aspects, there's not much left from which to focus on customer service. Or, to make it short and sweet: it isn't a technical problem, it's a management issue, and one where management actually has limited input to boot.