Modello integrato IT&Operation: motore operativo end to end delle banche - Il caso UniCredit

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1 Modello integrato IT&Operation: motore operativo end to end delle banche - Il caso UniCredit Paolo Cederle UniCredit Business Integrated Solutions CEO February, 2014

2 AGENDA UNICREDIT OVERVIEW BUSINESS CONTEXT BUSINESS DIGITALIZATION INITIATIVES IN UNICREDIT UNICREDIT BUSINESS INTEGRATED SOLUTION APPROACH 2

3 UNICREDIT AND UNICREDIT BUSINESS INTEGRATED SOLUTIONS AT A GLANCE UniCredit Employees: more than 150,000* Branches: 9,079 Banking operations in 20 countries International network spanning: ~ 50 countries UniCredit Business Integrated Solutions Consolidated Total Revenues Employees: ~ Fte s Extended Network Enterprise ~ people Branches in 11 countries ~ 500 mln IT Investments cash out 3 *Source: UniCredit company profile as at June 30, 2013

4 EVERYDAY IN UNICREDIT BUSINESS IS SUPPORTED THROUGH technical transactions ATM transactions POS transactions current account transactions Jobs managed during the night payments Business Service managed One Day in UniCredit Stock Exchange orders Changes Mail delivered Bank transfers Internet User Login branch user login 4 Perimeter: IT, DE, AT, CZ

5 AN INSIGHT INTO OUR DAILY WORK IT INFRASTRUCTURE Magnitude Resilience There are ~13,000 servers running 24x7 IT infrastructure machines are stored in different buildings covering a surface of 16,000 sqm Data centers average electrical consumption equals ~10 MWatt Total information stored on discs amount to 41 PetaByte Group core network relies on 8 high-speed links, each of them able to support the equivalent of 750,000 concurrent mobile phone calls Every day ~5,000 technical alerts arise, but, thanks to technical redundancy, only 3 (0.06%), on average, might be perceived by business users All units of information are replicated 3 times and stored physically in 3 different locations and 2 different countries In case of major physical disaster on the primary data center (loss of 2 out of 3 copies), the Bank is able to restore full real-time technical operation in less than 4 hours APPLICATIONS Magnitude Business Man-Days of work spent every year for maintenance and evolution of the Information System, equivalent to people 130 Business Relationship Managers fully dedicated to interface 75 Group Legal Entities user functions delivered and running lines of code in the Application landscape 1300 Projects managed yearly (Change-the-Bank) 5

6 AGENDA UNICREDIT OVERVIEW BUSINESS CONTEXT BUSINESS DIGITALIZATION INITIATIVES IN UNICREDIT UNICREDIT BUSINESS INTEGRATED SOLUTIONS APPROACH 6

7 THE TIMELINE OF DIGITAL TRANSFORMATION The meaning of digital has been evolving over the last few years, mainly because it has been enriched and refined as innovations and technological facilities have emerged Where are the banks in this transformational journey? Are they coming on board? 7

8 8 ONLINE ACTIVITY IN 60 SECONDS

9 AGENDA UNICREDIT OVERVIEW BUSINESS CONTEXT BUSINESS DIGITALIZATION INITIATIVES IN UNICREDIT UNICREDIT BUSINESS INTEGRATED SOLUTIONS APPROACH 9

10 UNICREDIT TECH TRENDS - MOBILE EASY ACCESS TO CUSTOMER NEEDS in Italy Italy Balances and transaction history Money management features Credit and prepaid cards operations and limits, alert settings Personal financing and the status of the plans for the amortization of mortgages and loans Wealth management and savings: portfolio status and liquidity Expected charges and house bills: due dated for payments 10 Note: Data as of December 2012

11 UNICREDIT TECH TRENDS - MOBILE GET DIGITAL CUSTOMERS ON BOARD The Bank in your hands, immediately and natively Package of Current accounts.* Super Genius 2.0 Zero costs for new Accounts 24 installments with zero interests rates for Samsung Tablets Galaxy Notes 8.0, Galaxy S4 Smartphones and Smart TV UniCredit Apps available on Play Store Sold tablets, smartphones and smart TV in combination with some kind of financial products More than personal loans authorized in less than 3 months new accounts opened new users accessed or downloaded one or more of the Unicredit mobile apps for smartphone and tablets* 11 *Interview of Mr. F. Ghizzoni La Stampa 21 October 2013

12 UNICREDIT TECH TRENDS - ONLINE CHANNELS FILL THE GAP FOR NON-DIGITAL CUSTOMERS Subito Banca via Internet Simplified home banking shaped around needs and behaviors of elderly users, designed by seniors, to improve accessibility and reduce digital divide Actions per Client 137,5 Monthly Account Statement checks 5 Daily Account Statement checks 17,85 Monthly Balance Statement checks 8,15 Monthly Overall Investment checks Non-digital customers use Subito Banca via Internet more than the home banking users access to the traditional interface 12

13 UNICREDIT TECH TRENDS - SOCIAL SOCIAL MEDIA LISTENING AND ANALYTICS Today, across our Group s social media channels, we have more than 2 million followers and we are on our way to becoming the social media leader in our industry. A Social Media Lab has been established in order to ensure a consistent framework for all social network initiatives 13

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15 UNICREDIT BUSINES INTEGRATED SOLUTIONS ANSWERS TO THE TECH TRENDS THE JOURNEY TO THE CLOUD IN UNICREDIT Rationalization and Virtualization HPC Virtualization enabler for DR Private Cloud Enforce virtualization and standardization Infrastructure simplification Server consolidation From segregated environments to a single shared service platform Building of a standard DR platform thanks to simplification and standardization of components O.S.L.O. Italy-Germany-Austria Standardization of HW platforms Strong commitment to virtualization 4,000+ VM ~90% power saved (from ~1.8MW to ~150kW) HPC Germany Common GRID management From 3500 to 1100 servers From to 9000 cores From 1,353kW to 400kW Private Cloud Integration with the systems and applications instrumentation to monitor and automate Central CMDB deployment Service catalog definition for IaaS Never as today synergism between Architectures and Infrastructures to identify and design the enabling technologies 15 15

16 UNICREDIT BUSINES INTEGRATED SOLUTIONS ANSWERS TO THE TECH TRENDS BIG DATA AND IMPROVED INCIDENT MANAGEMENT Every day: 250 GB of raw, heterogeneous and unstructured data from 100 machines in 5 different datacenters and 450 applications are collected and analyzed providing intelligent alerting system and effective monitoring dashboards Impressive results about 40% of incidents managed before becoming evident to end users less 70% of time for problem solving/ troubleshooting Business insight for availability management Improved SLA (reduced services downtime) 16

17 AGENDA UNICREDIT OVERVIEW BUSINESS CONTEXT BUSINESS DIGITALIZATION INITIATIVES IN UNICREDIT UNICREDIT BUSINESS INTEGRATED SOLUTIONS APPROACH 17

18 HOW TO DIGITALIZE THE BUSINESS, WHILE COPING WITH LEGACY AND COST CUTTING The Should Be Virtuous Circle Real Life Balance Centripetal Forces Set the Extended Enterprise Platform replacement Multichannel integration Network reorganization Consolidated business models no more sustainable Paramount regulatory needs Running cost stretching Low revenues, budget constraints Legacy burden due to spaghetti style architecture and competency gaps 18

19 Impossibile visualizzare l'immagine. OUR STRUCTURES FIRST MANAGERIAL LINE UniCredit Business Integrated Solutions: modello organizzativo Governance Layer Legal and Compliance Risk Management Human Resources Planning, Finance & Administration Identity & Communications Strategy and Services Coordination CSO Innovation Organization & Logistics Foreign Branches Management Country Manager (LEs) Germany Market Development BRM Commercial Banking MM CB CEE Global Products Business Lines Global Markets Global Enterprise Services UBIS IT Gov. Austria Factory Layer Banking Service Lines ICT Operations Client Support Multichannel & Core Banking Credits Securities Payments Other Transaction Services Cards Trading & Treasury Post Trade Services CFO GRM Global HR Complince & Audit Security 19 Infrastructural Service Lines Real Estate Procurement

20 DIFFERENTIATING SERVICES: OUR APPROACH 3 different patterns in managing the trade-offs among Quality, Cost and Time to Market TARGET SERVICE CLUSTERS Build the New Bank DIVERSIFIED BEHAVIORS Unique offer generating new needs and stimulating UniCredit as Bank-of-choice UniCredit intellectual property Preferred CapEx allocation Agenda Focus Build New Edge on Opportunities Fast follower to emerging/best models and solutions Plug and play approach Smart cooperation with partners Build Services Standardized Excellence Cost conscious operational excellence through wide standardization Cross industry & competitors alliances Low margin per transaction, price mainly driven by cost of production 20

21 TO MAKE THE VIRTUOS CIRCLE VIABLE VIRTUOS CIRCLE THANKS TO A DIVERSIFIED APPROACHES RESULTS IN TANGIBLE BENEFITS Decreased complexity levels in decision making Clear rules for prioritization & budgeting Fostered transformation of monolithic legacy systems Significantly improved responsiveness to business needs Leveraged best practices in rebuilding capabilities Increased business agility Pervasive process digitalization Diversified sourcing paradigma Distinctive Customer experience through integrated channels Gained competitiveness in new markets Further Innovation enablement due to new industrial partnerships 21