CommSee - a client service CommSee - a client service systems development strategy systems development strategy using .NETusing .NET

CommSee - a client service CommSee - a client service systems development strategy systems development strategy using .NETusing .NET

John BeggsJohn BeggsExecutive General Manager Executive General Manager Commonwealth BankCommonwealth Bank

AgendaAgenda

Which new BankWhich new Bank at CBA at CBA

History of CommSeeHistory of CommSee

Our taskOur task

Single Service View solutionSingle Service View solution

Levels of integrationLevels of integration

“ “Staged Iterative Development”Staged Iterative Development”

.NET & CommSee.NET & CommSee

Challenges & scarsChallenges & scars

What we’re doing at CBAWhat we’re doing at CBA

Which new BankWhich new Bank

Vision: “To excel in customer service”Vision: “To excel in customer service”

Multiple projects to improve the customer Multiple projects to improve the customer experience, engage our people and experience, engage our people and simplify our processessimplify our processes

CommSee is the technology that will CommSee is the technology that will underpin this cultural changeunderpin this cultural change

The history of CommSeeThe history of CommSeeRelationship management of retail Relationship management of retail customers in 2001customers in 2001

Issues of “normalized relationships”Issues of “normalized relationships”

Republic System Republic System

Internal development in VBInternal development in VB

Client information available iClient information available in one n one placeplace, including better data consistency , including better data consistency and accuracyand accuracy

November 2003 - decision to implement November 2003 - decision to implement across the Bank across the Bank

Defining the taskDefining the task

- 2 -SSV Initiative

THE NEW COMMSEE PLATFORM WILL BE FUNDAMENTALLY DIFFERENTFROM THE OLD FRONT-END SHAPE

Product

Customer

Product

Customer

Product

Customer

Product CustomerProduct Product

User-interface

Functionality

Datarepository

Staff/customers

Product system

Product system

Product system

Product system

Product system

Product system

Role basedaccess,

One consistentuser interface

(screen)

Commonfunctions and

data aggregation

Consolidatedcustomer data

base(s)

From isolated service silos acrossproducts and channels ....

... to integrated and consistent customer-centricservices across products and channels

Defining the taskDefining the task

Consistent Navigation

CommSee Application

Business Functions

Customer Details

Workflow and Activities

Tasks and Functions

Underlying Technology Platform

COMMSEE WILL DELIVER A NEW SERVICE & SALES CAPABILITYFOR THE BANK

Accesses andupdates customerdata from separate

repositories

Sits on scalable technology platform, deployedacross the Bank's channels and segments

Consistent userinterface/presentationscreen

Activity 1

Activity 2

Activity 3

Activity 4

Menu

Single securitymodel

Single log-on

Automateddeployment

Role basednavigation

'Plug and play'capability tointegrate productsystems

Integrated serviceSolution, eg.workflow, documentproduction, imaging,distribution gate-ways (fax, print,email)

Accounts and Holdings

Transactions

Internal development of Single Internal development of Single Service View solutionService View solution

Challenges of CRM purchaseChallenges of CRM purchasePackaged CRM implementations can be Packaged CRM implementations can be expensive to integrate and customiseexpensive to integrate and customise

An effective option for organisations that An effective option for organisations that can change their business processes to can change their business processes to fit the CRM with limited customisationfit the CRM with limited customisation

The task is more than CRM, it is process The task is more than CRM, it is process integration to a integration to a Single Service ViewSingle Service View

Home grown Single Service View Home grown Single Service View solutionsolutionBuild considerationsBuild considerations

Design and build has its own risksDesign and build has its own risks

Enterprise architectures and software tools Enterprise architectures and software tools have improved dramatically over the last 5 have improved dramatically over the last 5 yearsyears

Microsoft’s .NET provides a step-change in Microsoft’s .NET provides a step-change in capability of development tools and platform capability of development tools and platform technologytechnology

Early identification and design of key Early identification and design of key frameworks (UI, mid-tier) reduces the risk for frameworks (UI, mid-tier) reduces the risk for in-house build of individual business functionsin-house build of individual business functions

Home grown Single Service View Home grown Single Service View solutionsolution

Build benefits at the user interface tierBuild benefits at the user interface tierHigh level of control of CRM functionality High level of control of CRM functionality versus customer service functionsversus customer service functions

With large numbers of front-line With large numbers of front-line staff ,“change management” impact must be staff ,“change management” impact must be minimizedminimized

““Fat client” application yields a fast-Fat client” application yields a fast-responding application, and efficient use of responding application, and efficient use of bandwidth bandwidth

Levels of integrationLevels of integration

HARNESS

NativeCommSeeApplication

IntegratedHost

Compatible

AlienHost

Compatible

Native CommSee Application: eg

Alien Host Compatible: eg

Integrated Host Compatible: eg

Lending and deposit products, client service functions, tasks, interactions (all data shared at the top tier)Telling transactions, share trading (data only shared by the lower tiers)Financial planning tool (partial sharing of data at the top tier)

Harness controls user identity, user permissions and client context, security and caching

H A R N E S S

Home grown Single Service View Home grown Single Service View solutionsolution

Build benefits at the customer & product Build benefits at the customer & product system interfacesystem interface

Mid-tier services require high throughput rates. Mid-tier services require high throughput rates. Scale capacities achieved with cost-effective Scale capacities achieved with cost-effective Wintel server farmWintel server farm

Microsoft .NET + Host Integration Server + Microsoft .NET + Host Integration Server + Framework = Mainframe transactions via web Framework = Mainframe transactions via web services services

Program is to deliver most mainframe-based Program is to deliver most mainframe-based functions as web servicesfunctions as web services

Systems development strategy Systems development strategy “Staged Iterative Development”“Staged Iterative Development”

Time box Developments

Time box Developments

AA BB

CC

Time box Developments

Time box Developments

AA BB

CC

Time box Developments

Time box Developments

AA BB

CC

Δ Requirements

Δ Requirements

Δ Requirements

Pilot 2Pilot 2

Pilot 3Pilot 3

Pilot 4Pilot 4

Functional Requirements

Functional Requirements

Functional Requirements

Business Units

Transformation Teams

TimeTime

.NET & CommSee.NET & CommSee

Why .NET?Why .NET?Start with the view that .NET and J2EE can both Start with the view that .NET and J2EE can both be scaled. be scaled.

Large existing skill base of developers and Large existing skill base of developers and engineers familiar with Microsoft technologyengineers familiar with Microsoft technology

Use the Use the most current Microsoft technologymost current Microsoft technology

Strong organisational relationship support from Strong organisational relationship support from MicrosoftMicrosoft

Challenges & scarsChallenges & scarsCEO sponsorship is essential in large CEO sponsorship is essential in large complex projectscomplex projects

Early stages where scope and Early stages where scope and technology are defined are the most technology are defined are the most complexcomplex

Our relationship with Microsoft was Our relationship with Microsoft was critical in verifying design features and critical in verifying design features and load bearing capacitiesload bearing capacities

Staged iterative development has proven Staged iterative development has proven to be an effective management approachto be an effective management approach