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Technology

Anne Weatherston,
Chief Information Officer

Rangan Devarajan,
Program Director

Technology

Case Study

Simplifying our technology landscape

With operations expanding across 32 markets, having standardised systems is a vital component in supporting ANZ’s super regional direction.

This year, ANZ launched its Technology Strategy – 'Towards 2017'. The strategy defines the guiding principles for Technology, confirms the scope and intent of our Group-wide approach to delivering a technology-enabled agenda and provides a clear roadmap for transforming the way in which Technology delivers for ANZ.

A key element in the strategy is standardising our systems to support growth in Asia and delivering integrated platforms to provide better services for our customers. As part of this journey, we are deploying a new core banking platform across 12 strategic Asian countries. This will ensure a consistent and efficient banking experience for our customers in the region, making it easier for them to do business with ANZ.

It is a big job, but one for which ANZ is well positioned, making the most of our international technology delivery capability to support the deployment. The successful implementation of a new core platform will provide more streamlined and efficient processes and drive immediate benefits to both our staff and customers. With an eye on the future, the new platform also lays the foundation to ensure ANZ has the capacity to meet future demand as it grows in the region.

Standardisation will allow ANZ to better support the introduction and enhancements of the products our customers expect, including greater functionality and, over time, seamless access to our banking services across the entire region.

BUSINESS PROFILE

Group Technology is responsible for the provision of all IT services to ANZ businesses. These services include the daily maintenance and support of our core banking systems and the design and development of new business applications.

As a key enabler of the Bank’s business agenda, Technology is also responsible for the definition and development of the Bank’s IT strategy. During 2011, Technology worked in partnership with the Business to define a new Technology Roadmap for the Bank to enable the Bank’s super regional aspirations.

ANZ’s technology services are provided from a number of business locations; specifically, Australia, New Zealand and Bangalore in India where we have a dedicated IT department of 1,500 technology professionals. This diversity of location allows ANZ to access the right skills in the right locations for our growing technology agenda to enable the Bank’s super regional strategy.

BUSINESS HIGHLIGHTS

2011 was a demanding but productive year for Technology in ANZ. Key achievements included significant progress made against all critical success measures:

  • Service incidents significantly decreased compared to the previous year representing less disruption to our customers.
  • 2011 was a record year for new systems delivery both to improve customer business propositions and upgrade legacy IT platforms to improve availability and capacity for growth.
  • Technology Division run costs remained flat, despite of considerable new growth and demand for our services.

 

  • Employee engagement scores rose by 5%. This was against a background of a major restructuring of staff that moved a fragmented workforce to a more consolidated role-based professional services capability.
  • Risks associated with the Bank’s technology platforms, has been an area of active management and investment. A new control framework has been introduced and annual performance against all internal and external oversight is demonstrating an improving trend.
  • Given the increasing importance of security, information security has and will remain an increasingly important area of investment.

NON-FINANCIAL PERFORMANCE

NON-FINANCIAL PERFORMANCE 2011 2010
Total employees (FTE)* 2,942 2,667
Employee engagement 65% 61%
Total women in management1 24.7% 25.4%
* Underlying. 1. Women in management is calculated using headcount of active employees and includes staff working for and being paid by ANZ. FTE also captures staff on special leave including leave without pay, parental leave and long-term sick leave.