Today, he says, banking occurs where people are, where they can interact with the bank through any channel and request any kind of service. “Customers choose how to engage with us, and the cycle times of how they choose to engage with us is shortening,” says Toatelegese.
“Security is key for us; how do you wrap that all around your business without actually having this as a barrier for your customers to come to you.”
It is interesting, he says, how business is now asking technology when they can have something, instead of technology saying to the business, “This is the type of things you will be thinking about in the horizon.”
We have a social media team that is part of our incident management process.
“How we keep abreast of that trend while managing all the legacy issues that come with the systems is a challenge for us,” says Toatelegese, one of four CIOs who spoke at a recent forum organised by ISACA in Auckland.
ISACA president Tony Hayes says the forum is part of an ongoing discussion across the globe on key challenges faced today by ICT professionals.
In the panel
Russell Ambrose, GM information technology, Vector
Aaron Toatelegese, head of enterprise technology services, Bank of New Zealand
Mike Clarke, CIO, SkyCity
Julia Raue, CIO, Air New Zealand
The panellists – composed of Toatelegese, Mike Clarke of SkyCity, Julia Raue of Air New Zealand, and Russell Ambrose of Vector - are all from organisations in CIO100, the annual list of the top ICT using organisations.
They discussed the reality that their organisations are essentially 24 by 7 x 365 day operations, and how these impact their ICT teams and portfolio. All four cited areas they are involved in that were not the case a few years ago.
“IT has to be more agile than ever to respond to changes as they come,” notes Hayes on the balancing act CIOs face as they manage these challenges.
“It is almost the CIO role stands for chief innovation officer where they transition from what was to be, to what is going to be demanded by the customer,” he says.
“A seismic shift in technology is occurring,” says Hayes. “To survive, organisations will have to adapt their technology and business related capabilities in an equally seismic way.”
"Businesses will need to take some very well informed decisions about how they invest, or don’t invest."
Related: Brace for change Tony Hayes talks about the trends CIOs should prepare for.
Next: ICT moves into new territories
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