ING DIRECT

Simon Andrews, COO

Building Capability for a Fast Moving Customer-Focused Business

FST Media, Future of Banking and Financial Services Conference 01 June 2016

ING DIRECT: Developing capability

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Launch Today

1999 2016

Web Process

Automation STP Continous Delivery

2014 2000 2002 2008

Technology

Monolithic applications

Common Infrastructure

Scales, Reliable, Efficient

diverse Infrastructure

modular applications

Agility

Efficiency

Technology landscape

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Continuous Delivery Continuous Integration

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Dev

Bank in a Box = (n) environments

Test

Acceptance

Continuous Integration

Build Automation

Functional & Integrated

Continuous Testing

Performance & Security

Release Candidate

Final Acceptance & Full bank regression

Next version of the Bank

Previous version of the bank Full bank

regression

Switch Seamless Promotion

vNext verification in

production

New version of the bank

available to customers

Zero Touch Production Environment

Delivery

• Design thinking: start with the customer

• Lean startup: start small and receive feedback early

• Agile: develop and implement in short cycles

What is PACE?

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PACE phases overview

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Process

Process Framework

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Process Framework

>> Provides Context, Structure, Consistency and Integrated links to other enterprise elements <<

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• Front - end • CRM

Process-led Change will ensure processes are managed and improved consistently, linking data, risk and tools to process execution

0 Process

types

1 Process groups

2 E2E processes /

Customer journeys

3 Process blocks / sub-processes

4 E2E process maps

Touch time

Waiting / hand over

time

Steps

Time

Roles

Systems / Tools

Risk

Data / Document flow

Unit A Automated Unit A

• Lend flow • OCR

Unit B

• Credit rate • XLS template

Wrong data input

Incorrect decision entry

• List of data input, data processed and data output (per step) • List of documents used (input) and processed (output) (per step)

Validation of Contract

Unit C

• None

Process mapping components

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Process Management / Improvement Teams Project Teams Design Analyze Receive Requirements

Process Participant Collaborate Feedback / Request for

change

Community Share Consume Collaborate

Process Leader Standardization Review Approve

Collaborate & Discuss

Design & Analyze

Consume

Review & Approve

Governance

Single enterprise-wide repository for supporting Process-led Change ARIS Connect

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Data

Data Strategy to deliver SMART data

100% confidence in data

Real-time data availability

Sustained Awareness

Continued focus on efficiency in data exchange

Aligned Business Metadata

Tools for Advanced Analytics

Leadership for Data Management

Business Use Cases Driving Prioritisation

Enhanced Customer Experience

Lower Operating and IT Costs

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