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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
2
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
4
Continuous Delivery Continuous Integration
5
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?
7
PACE phases overview
8
Process
Process Framework
10
Process Framework
>> Provides Context, Structure, Consistency and Integrated links to other enterprise elements <<
11
• 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
12
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
13
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
15