ASB Group

ASB Group

2007 ranking: 18

Senior IS executive: Peter Muggleston, head of technology and operations (acting)

Reports to: Hugh Burrett, managing director

Size of IS shop: 999

PCs: 6937

Mobile PCs: 879

Terminals: (kiosks) 65

Hand-held devices: 456

Total screens: 8337

Industry: Finance and insurance

PC environment: HP, Acer

Server environment: Windows 2003, 2000, NT; HP; Dell

DBMS: SQL, Oracle

Address: Level 28, ASB Bank Centre, 135 Albert Street, Auckland


Key IS projects this year: Not disclosed.

ONLINE BANKING SERVICES, customer experience and business

banking services are a major focus for the ASB Group in 2008 and

beyond. Peter Muggleston, acting head of technology and operations,

says business banking is an area ASB has made gains in over the past few

years and it continues to be a focus, following strong growth in previous

years in the retail mortgage and consumer markets.

As the business environment gets more challenging, technology

remains at the heart of ASB’s drive for greater effi ciency and productivity,

as well as offering a fantastic customer experience.

ASB continues to set the pace in online banking with many new initiatives

this year in both Fastnet Classic and Fastnet Business. ASB is an

innovator in the online security area and Muggleston says ASB was the

fi rst bank to introduce two-factor authentication technologies.

“As internet use becomes more pervasive, we are focussed on appropriate

levels of security for our customers balanced with convenience,

cost and risk. Our customers recognise the benefi ts of extra security,”

says Muggleston.

The number of customers signing up to ASB’s KiwiSaver products has

exceeded all expectations. In 2008 ASB will continue to build on the significant

upgrade of IT systems and software, which was required to support

the scheme.

Other key IT projects include refined business intelligence and

data warehouse tools, which will be used to proactively identify customers

and customise the customer experience. Treasury system replacement is

well underway, with the bank’s CRM system to be enhanced and continue

to be integrated into all systems. ASB is happy with the benefi ts it has

realised from installing a full VoIP network using Cisco Call Manager, says

Muggleston. It conducts most IT functions in-house with the exception of

PC maintenance, which is outsourced to Datacom.

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