Reports to: Graham Hodges, CEO, ANZ National Bank
Size of IS shop: 500
Mobile PCs: 2900
Hand-held devices: 0
Total screens: 14,100
Industry: Finance and insurance
PC environment: Windows 2000, XP; HP; Dell
Server environment: Windows 2000, 2003; Solaris; Citrix; AIX; HP;
Dell; Tandem; Stratus; IBM
DBMS: SQL, DB2, Oracle, Sybase
Address: Level 14, ANZ Tower, 215-229 Lambton Quay, Wellington
Website: www.anz.com/nz; www.nationalbank.co.nz; www.anznational.
Key IS projects this year: Not disclosed.
ANZ NATIONAL IS New Zealand’s largest and most diverse financial
services group. Peter Lawrence, acting chief information offi cer for
ANZ National Bank, says the bank’s focus for the coming 12 months is
to grow business both in terms of revenue and market share, through
delivering to customer needs and reducing costs by simplifying and
streamlining processes and systems.
“To be successful, we must grow. We have to work hard at seeking
creative and innovative opportunities. Our focus will be on our customers
and we will direct our resources to where customers most need
them,” says Lawrence.
Improving the customer experience is critical to driving growth and
building loyalty. Accordingly, ANZ National has committed to invest
in better tools to identify customer needs and then meet those needs
with either self-service or assisted-service solutions.
In conjunction with its growth agenda, the bank is allocating
investment to reduce operating costs. Primarily it intends to achieve
operating efficiencies by replacing ageing technology, rationalising
systems and refreshing channels.
Based on the Technology Business Strategy, ANZ National is allocating
substantial IT investment in its banking channels with projects
for telling and call centres currently in progress. In addition, the
technology strategy has established work programmes to revitalise
ageing and fragmented infrastructure, for example refreshing the
telecommunications network across the entire New Zealand group.
Combined, these projects and others will deliver the infrastructure
that the business requires to transform the way it operates. Lawrence
acknowledges the bank’s two major challenges will be achieving
the effi ciency, while continuing to provide reliability in its infrastructure
and realising its goal of agile development to enhance speed to
Other than the existing programmes of work to grow business and
reduce operating costs, the technology team also ensures business
continuity, disaster recovery and compliance and security are delivered
and remain priorities.
ANZ National has a technology team of around 500 and like most
CIOs, Lawrence says staff with ICT skills are in short supply. However,
being part of a global organisation has its advantages and the New
Zealand-based technology team leverages its scale when it comes
to accessing the resource base. ANZ technology has significant
representation in both Melbourne and Bangalore, which together
with the team at ANZ National works as one extended team.
Lawrence says, “Establishing a distinct employee proposition is a
signifi cant contributor to our ability to attract and retain talented
staff, with part of our proposition including the opportunity for our
people to work across borders. The benefi ts are numerous and can
be very satisfying for our team members. For example, our staff can
develop and implement solutions for our New Zealand customers fi rst
and then roll them out in Australia. This happened with our mobile
phone banking product, which was launched in New Zealand last year
and was subsequently implemented in Australia earlier this year.”
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