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Harry van de Witte and Saurabh Joshi
ING’s Global Front-to-Back
Office Transformation with
Pega KYC and Pega CLM
CEO Ralph Hamers:
“ING wants to be a tech
company with a banking license.”
Tribe
Squad Squad Squad Squad Squad
Chapter
2004 2018
2 releases per year 2 releases per month
Business, IT-DEV, IT-OPS separate BizDevOps Teams
Managers and project managers in
the leadAutonomous Squads
Less management
Testers, designers, developers,
OPS engineers
Product managers, marketing managers,
formule managers, functional maintenance
T Shaped IT engineers
Customer Journey Experts
VERSUS
Trend Towards Open Source
• What is it?
• Vendor software?
• Licenses?
• Are you kidding me?
• Why?
Pega…?
Tool selection
1. Global Standard for Know Your Customer
2. Global standard for WFM /
CaseManagement
Choice based on:
• Capabilities OOTB
• Layer cake / reuse
• Applications
• Integration
• Open standards
• Success in ING NLPega
Pega Selected
2014
‘Reactive’
2015
‘Sufficient’
2018
‘A step ahead’
• Unable to react appropriately
• Pressure from regulators
• GAPS closed just in time
• Temporary not sustainable processes
• Resource intensive
• Crappy tooling
• Convenient customer experience
• Implement changes in time
• Efficient & sustainable KYC capabilities
Know Your Customer Challenges
June
2016
Oct
2016
April
2017
May
2017June
2017
Oct
2017
Feb
2018
Sep
2018
Inception Week Private Banking
Kick off Squad (9 FTE)
Private Banking Live
Start 3 New Teams
New FEC Legislation + Mass Live
FEC Small Businesses Live
Remediation & Event Handling Live
Small Businesses Onboarding LiveStart up KYC Global
Jan
2018
Know Your Customer –
Customer Due Diligence Case
Know Your Customer –
Customer Due Diligence Case
• Private banking / small medium enterprises / mass segment
• 10 services
• 25.000+ cases
• 250+ active users
• Pega 7.2 + KYC 7.2.2
• Ootb rules re-use 80-20
• Configuration for KYC Types and approval processes
Know Your Customer –
CDD & Alert Handling
MAGIC HOUDINI
B.V
MRS. HOUDINI
HOUDINI PENSION
INVESTMENTSMAGIC
HOUDINI B.V
MRS.HOUDINI
HOUDINI PENSION
INVESTMENTS
MR. HOUDINI
MR. HOUDINI
Cluster Cases
Cluster Cases
Work Management
Know Your Customer – KYC Types
• Implementation for Mass/SME segment
• Listener to process xml data load and create cases
• Most cases are STP
• Around 70.000 cases in production
Know Your Customer – Remediation
Pega Platform
Pega APP: FSIF, KYC and CLM
ING APP: CLMAPP
ING App: CLM
ING + ING DB Layer
ING CIM Integration Layer
ING APP:
KYC
ING App: KYC, AHH
ING APP:
AHH
ING Pega Hotel
Pega
Layer Cake
Give / receive
information
Waiting
Visit
ING Branch
Customer pains
22 fields+ ID
+ KVK Nr
Branch of choice or
online
No reject3
KYC Signatoryapproval
KYC CAMprint mail
for Zapping
1-2 workday+ 2 days
activation
Reject 1% of total
4,6% of non-Jive
Customer receives
pickup request log in code
Customer gets log in code
Branch near business address
60,600
15,85015,850
61,500
2,2102,9405,9005,9005,900
20,300
65,100
Form is filled in at
ING Branch(~10 FTE)
Form is processed at ING Zapping
(16 FTE)
Customer can fully bank at
ING
Read mail from ING
0-1 workdays
Read mail from ING
1 workday
KYC CAMScan docs for
KYC MKB(LWD)
1-2 workdays to send to
HLW
KYC minimalreview(HLW)
0-1 workdays1
~5% reject is handled by
Zapping4
Moment of
rejection
KYC MKB On- boarding
review
questions+ docs
via e-mail
~ 3-4 weeks
In this step: ~50% quits2
KYC minimalmake work
item for KYC MKB (HLW) 68% FTR
received
0workdays
71%
75% 29% ~50%
31% 2%
1 workday
25% rejects
Jive 69%
Waiting Times for Customer
LateRejections
Handovers
Many Systems
Duplicate Data Entry
IncompliantCustomers
Onboarding Current Process
• Compliant
• Consistent process
• Easy to use
• Changeability
• Better onboarding customer experience
• One integrated CLM/KYC solution
Benefits Program
• OOTB customer journeys
• KYC types logic
• OOTB Data model
• Score cards
• Customer Master Profile
• OOTB functions
Benefits CLM / KYC Applications
Customer Master Profile
Lessons
Learned
• 4 teams working on 1 application
• Automated testing is key
• DevOps / continuous integration mindset
• Discussions LSA’s
• Stakeholder management end users
• Stability Pega shared infrastructure
Lessons Learned
• Know Your Customer for remaining user groups
• Improve efficiency
• Straight through
• Customer Self service
• Integrate with Datalake
• Integrate Netherlands and Belgium
Roadmap
Reinventing Ourselves in Every Market is
No Longer an Option…
The ING of Tomorrow Has One Experience
Built on One Global Foundation
• Requirements sessions
• Minimum viable products for:
1. Private banking in Luxembourg
2. Small businesses in Poland
3. Mass customers in Spain
• Share knowledge / reuse from NL
KYC Global
42
Questions?
Backup slides
44
INGKYC
Customer Due Diligence Customer Activity
Monitoring
Systematic Integrity Risk Assessment (SIRA)
Custo
mer
Beha
vio
r &
Data
Monitori
ng
CD
D I
de
ntification &
Veri
fication
Custo
mer
Assessm
en
t
Generic
Auditin
g
Tra
inin
g &
Com
munic
atio
n
Repo
rtin
g &
MI
Customer
Administration
Digital
ArchiveS
mart
CD
D J
ourn
ey
Orc
hestr
ato
r
Additio
nal A
naly
tics
Datalake & Analytics
Data &
Intelligence
Tri
gg
ers
Onboarding
Periodic
Other Events
Post T
ransactio
n
Monitori
ng
Remediation
Inte
gra
l C
DD
Ris
k P
rolie
Mgt.
FEC
CRS
FATCA
ESR
Our KYC End State
• Business Lending
• Personal Loans
• Know Your Customer
• Mortgages
• Fraud
• Onboarding
• Account Opening
• Payment Investigation (Smart Investigate)
• Customer Decision Hub (Sales Offers Belgium)
Pega Use Cases in ING
Continuous Delivery as a Service
Customer i.e Organisation