Size of IS shop: 230
Mobile PCs: 1420
Hand-held devices: 804
Total screens: 8870
Industry: Finance and insurance
PC environment: Windows XP, HP, Toshiba, Lenovo
Server environment: IBM, Windows 2003, Sun, AIX
DBMS: SQL, Oracle, DB2, Sybase
Address: 188 Quay Street, Auckland
Key IS projects this year: Continuity and compliance projects; enhancing and extending online and self-service functionality (ATMs, online and mobile banking); extending lending origination platform.
For the past 24 months, a core focus for Westpac New Zealand has been on imbedding customer centricity into its IT functions, resulting in significant improvements in internal customer NPS scores. Attention has now shifted to making systems and processes more flexible, agile and responsive to the rapidly changing technology sector. “We’re focused on taking out some of the complexity in our operations, looking at all the end-to-end customer touch points and how we can rationalise these in a way that makes it simpler for our customers — internal and external — to do business with us,” explains CIO Ross Stephenson.
Westpac’s customers seek a ‘bank anywhere, anytime’ environment, meaning the deployment of more and broader entry points into the bank, as well as 24/7 mobile banking, have become important. With the rise in mobile and online technologies, for example, customers want the power to be able to have more access remotely; and they are using a broad range of devices, such as iPads and iPhones, to meet their banking needs.
“IT is a business enabler, so having a deep understanding of the bank’s strategic drivers and our customers’ needs is key — we need to approach decisions around systems and processes with a whole-of-bank view,” Stephenson says. “Ensuring we offer our customers a range of banking options that tap into the technology they use is vital.”
In the months ahead, Stephenson’s team will focus on increasing levels of flexibility and responsiveness in the way systems and processes are managed, with the goal of enabling quick reactions to a rapidly changing technology environment.
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