Senior IS executive: Peter Muggleston, head of technology and operations (acting)
Reports to: Hugh Burrett, managing director
Size of IS shop: 999
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,”
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
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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