Application management services for Retail Banking: Increasing the value of the application portfolio

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1 IBM Global Services Application management services for Retail Banking: Increasing the value of the application portfolio Introduction Cost reduction. Risk securitization. Revenue diversification. Consolidation. These are familiar themes in the retail banking industry, and the means through which institutions have until recently grown and prospered. Today, however, banks are experiencing what many would maintain is the logical outcome of strategies that not only depersonalized the banking experience for customers, but in many cases simply ran out of options. Regulatory demands are high. Retail banking fees are in plateau mode. The gains from mergers and acquisitions are less dramatic, given that the majority of really big opportunities have been seized. Plus, in the wake of so many one size fits all products and services, it s no surprise that customers feel free to move their business from bank to bank, as often as they like. Technology, for all it has done to improve the banking process, has also made it easier for customers to turn away.

2 Increasing the value of the application portfolio An institution s application portfolio has thus become critical. When properly selected, deployed, managed and maintained, a bank s application environment can afford processes, people and services and the very institution they support a single, realtime view of the business and its customers, at levels never before possible. To reap the most returns, a bank s application mix must offer the same qualities as the ideal business model: focused, responsive, flexible and resilient. In technology terms, this means that systems should be designed to be integrated, dynamic, open and security-rich ready and able to sense and respond in realtime to virtually any given request or event. This is what IBM calls retail banking on demand. It is not a set of products and services; rather, it s the outcome of utilizing IT assets in a way that is designed to increase differentiation, adaptability and efficiency in every area of the business. IBM Application Management Services can help you get there. To achieve the greatest value, an institution s business and IT strategies must be tightly bound and highly interdependent. Otherwise, no matter how sound one or the other is, shareholder confidence and return on investment can quickly decline. 2

3 New imperatives, new opportunities Bank consolidation...regulation...globalization...decentralization. The list goes on. Factor in the after effects of an IT spending spree and one can see why many institutions are saddled with inefficient, incompatible processes and technologies. To maintain and grow shareholder value, banks are focusing on: Controlling or reducing costs by integrating, updating and standardizing core business applications and eliminating redundancies Reducing risk by increasing operational risk reserves and implementing tighter information security and business continuity systems Diversifying and growing interest and fee income through multichannel, customer-focused initiatives designed to enrich and vary the customer experience while growing profits Clearly, the success of these initiatives depends on aligning business and technology strategies. This requires squeezing every ounce of value from a bank s application assets in a way that enables the business to anticipate and respond dynamically to virtually whatever requirements come its way. Real-world results In response to a number of corporate e-business initiatives, a large U.S. bank decided to assess the state of its application portfolio. The institution approached IBM to develop an inventory of the bank s current projects and applications, with the goal of allocating appropriate funding for projects that aligned with the company s strategic objectives. The IBM team performed an in-depth analysis of the existing and planned applications gauging the financial impact of the opportunity, including cost reduction and increased revenue, the expected return on investment, as well as strategic and organizational alignment. A customdesigned Strategic Prioritization Guide provided the basis for ranking each initiative, followed by additional market research and the creation of business cases for other high-priority opportunities. The bank s applications were subsequently assessed for their relative benefits and strategic fit across business units. The IBM team then developed a comprehensive application-tracking dashboard classifying all applications according to one of nine action categories. Together, IBM and the bank developed an action plan for deploying the bank s e-business applications over the next five years. This enabled the bank to make a seamless, strategic shift to a new, Web-ready e-business model. 3

4 Increasing the value of the application portfolio The case for application management services: Aligning applications with business priorities On what is now a highly charged, commodity-driven and global terrain, banks must continually weigh the cost-to-income equation to assess shareholder value. This demands constant appraisal and improvement of the application portfolio to verify that IT investments are pulling their weight in terms of supporting partners and customers while safeguarding and revitalizing the business. In a perfect scenario, a bank s application mix should be able to pay for and renew itself, allowing the institution to better manage risk, lower operational costs, adapt quickly to change and continually improve service across channels from the branch to the ATM, to the call center and the Web. Systems should be ready to respond at any point in time to virtually whatever demands are placed on them. Typically, this entails consolidating, upgrading and replacing applications on a regular basis a time-consuming and complex task that must take into account both business and IT variables, as well as cost. The decision to outsource part or all of a bank s application management to a qualified vendor such as IBM can result in significant savings, which, in turn, can be Application portfolio assessment Application integration Application renovation Business value High Low Upgrade Sunset Poor Grow Integrate and consolidate Excellent Efficiency and effectiveness Web enablement Consolidation and migration Transformation Improving productivity and reducing cost is most beneficial when the bank is focused on the right applications for the business. An Application Assessment helps the bank continually understand the value of its applications. 4

5 applied to lower an institution s overall expenses and support evolving business and IT initiatives. In addition to reducing management and support costs, application management services instill a feeling of confidence that a firm s existing applications will be utilized to their full potential, without the need to hire and pay for full-time, highly trained specialists and supporting resources. Services can be performed rapidly locally or globally with conviction that the application portfolio will remain current, and equipped to respond as needed to deepen customer insight, integrate channels, enhance operational efficiencies and raise service levels. The result is a self-funding, self-renewing infrastructure the first step toward becoming an on demand business. Simply stated, an on demand retail banking business should be equipped to: Deliver products and services on demand, in realtime Adjust cost structures and business processes to reduce risk and strengthen performance Utilize the IT infrastructure and the application portfolio in a way that lowers costs, elevates productivity, supports resiliency, heightens service and drives higher returns. Real-world results Banco de Valencia, one of Spain s oldest banking institutions, offers a range of traditional banking services to its individual and corporate customers. The bank was looking to improve customer service and reduce overall costs an effort that required transforming its System/390 mainframe platform. Banco de Valencia called on IBM to provide corrective maintenance, minor enhancements, user support and applicationdevelopment services. IBM performed these services for a fixed price, based on the number of function points (the size and complexity of an institution s applications). IBM s use of Function Point methodology provides reliable, repeatable and easy-to-understand metrics upon which to build contractual agreements. Function points were also used to price minor enhancements and new application-development activities. Improvement in development productivity is expected to increase by 40 percent over ten years. The installed application base is expected to grow 120 percent, and development capacity is slated to expand 60 percent over the same period. 5

6 Increasing the value of the application portfolio IBM Application Management Services IBM Application Management Services (AMS) approaches a bank s applications as strategic business tools that can be used to fundamentally improve how an institution operates and communicates. Our services address the entire application management process oversight and execution, development, maintenance, enhancement and transformation. Our expertise applies to virtually every type of application from legacy mainframe systems to newer e-business and Web-enabled applications, as well as package solutions from some of the world s leading software companies. From branch renewal, to multichannel integration, to CRM, core banking and wealth-management initiatives, banks can call on us for assistance with a single application, a subset of non-core applications, or the entire application portfolio. IBM Application Management Services brings demonstrated technologies, solutions, intellectual capital and a strong heritage of leadership and expertise in the retail banking industry. These capabilities enable us to help institutions foster business change and reduce operational costs through carefully managed applications all supported by proven methodologies, tools and skills, including those from IBM Business Consulting Services. The IBM AMS retail banking team, part of IBM Global Services, comprises IT professionals and banking consultants with years of experience in the industry. Today, these resources are helping banks transform their application portfolio into an on demand, servicefocused business environment. Prior to assuming any level of application management, IBM AMS professionals work closely with a bank s staff to thoroughly assess the institution s technology and business challenges. Although we adhere to a structured methodology, we also know that every bank s requirements are different (and evolving), and model our services accordingly. This helps assure an optimally integrated, security-rich and Web-ready application environment that is designed to align technology and business strategies in the best and most cost-effective manner. Global optimization As one of the world s largest provider of application development and maintenance services, IBM has developed a global sourcing optimization model a set of processes and facilities that help ensure economical, uninterrupted support and a single point of accountability for our customers around the world. We employ these assets to help banks reduce labor costs while mitigating the risks associated with utilizing global resources. Our global reach, as well our proven migration methodology, give us the flexibility to effectively transfer work to different countries if political or economic conditions dictate at a moment s notice, and at little or no extra cost to our clients. The IBM AMS retail banking team oversees the various aspects of global relationships including cultural, language and currency differences. This offers more confidence, more economy and more flexibility, since our services can be delivered quickly, reliably and economically virtually anywhere, anytime, around the world in any time zone. 6

7 An ROI framework IBM has developed a sophisticated ROI toolkit that can help banks gain a reliable estimation of concrete returns they can expect from any or all of their application transformation initiatives. Prior to starting transformation activities, IBM utilizes this toolkit to form various application scenarios. This provides information to assist in decision making, and can be leveraged during the actual transformation process to track results and regularly evaluate cost to benefit. A globally consistent set of processes, methodologies and tools The IBM AMS retail banking team employs a proven management system and an integrated, highly disciplined approach to software and systems engineering. As part of our standard delivery practices, we mandate all our delivery organizations to comply with an established set of procedures for security and business continuity. Our integrated network infrastructure with its built-in redundancy and backup features enables global communications across our delivery organizations. What s more, we continually test our processes and tools to confirm compliance with evolving standards and promote rapid, cost-effective delivery of services and a potentially faster ROI. Real-world results BankWest, a full-service bank based in Perth, Western Australia, is active in all market segments. The institution s diversified lending model crosses business, rural, housing and personal markets. In its home state, BankWest is a market leader holding approximately one-quarter of all bank advances and deposits. BankWest recognized the benefit of developing an application architecture that would enable connectivity among stockbroker applications and the bank s own core application services. Teaming with IBM, BankWest developed a component-based application architecture that affords a common platform and an application library for creating, integrating and reusing applications. According to a spokesperson for BankWest, BankWest is now well positioned for the future with the development of this reusable component architecture. We have delivered real business benefits and delivered an architecture that BankWest will reap the benefit of for years to come. IBM Accelerated Solution Delivery Centers IBM has in place Accelerated Solution Delivery Centers locations that apply a set of best-of-breed techniques to help speed product development and reduce time to market. This methodology has been proven to trim development cycles by as much as 67 percent, and development costs by as much as 30 percent. 7

8 Increasing the value of the application portfolio IBM AMS Offerings for Retail Banking IBM Application Management Services encompasses a set of complementary offerings that can be deployed separately or together. These services extend from management of a bank s entire application portfolio to toe in the water offerings relevant across a particular set of applications. IBM Application Portfolio Management Services (APM) involves a comprehensive evaluation of a bank s application portfolio taking into account business, industry and technology priorities to help an institution thoroughly and continually understand the value of its applications. With these services, IBM provides ongoing assessment, transformation and management of a bank s application mix to help ensure that the institution is focused on Following a flurry of mergers and acquisitions, the number of U.S. banks declined sharply by 33 percent saddling firms with any number of diverse, often redundant systems and erratic service levels. the right applications for the business, and that those systems will receive the appropriate allocation of money and resources. ROI scenarios help forecast the probable benefits of transformation initiatives, and can be used to track and measure returns on an ongoing basis. APM is a flexible offering encompassing an end-to-end focus on portfolio assessment and portfolio transformation. IBM Application Portfolio Management Services assessment helps banks gauge and coordinate a bank s current application environment and business strategies and identify transformation opportunities. The goal is to prioritize overall IT needs, including the IT infrastructure, systems architecture and high-level functional requirements. IBM Application Portfolio Management Services transformation utilizes results of the portfolio assessment to implement an objective, prioritized blueprint for aligning and overseeing a bank s applications; identifying key business drivers and monitoring their effect on the application portfolio; providing governance over transformation projects; and measuring the business value of those efforts against identified objectives. Portfolio transformation helps reduce redundancies and ensure optimum productivity, and is especially relevant for institutions that have undergone mergers and acquisitions. 8

9 IBM Legacy Transformation Services Most banks have allocated a significant portion of their IT budgets to supporting legacy applications. When simultaneously faced with fewer dollars, growing competition, dwindling resources and larger expectations, institutions must carefully examine how to reap the most value from these critical assets. Legacy transformation thus becomes key to supporting new business initiatives, linking IT strategies to business goals, responding to market changes and optimizing ROI. IBM Legacy Transformation Services is a modular offering that can help banks incrementally transform legacy applications to adapt to the evolving needs of the business, customers, employees and partners: IBM Legacy Transformation Services for consolidation and migration focuses on streamlining the legacy portfolio to reduce operating expenses. IBM Legacy Transformation Services for application integration assists banks in incorporating their legacy applications with other enterprise software package and home grown alike to achieve near-realtime access to critical business information. IBM Legacy Transformation Services for Web enablement takes legacy applications to the next level bringing them online to optimize communication and information access among employees, customers and partners. IBM Legacy Transformation Services for application renovation documents, extracts and centrally manages the business rules held in legacy applications turning these resources into reusable, network-based processes that can be leveraged over time, via a standardized architecture, to provide more dynamic response to changing business and market demands. IBM Package Application Services offers a way for banks to accurately predict and manage the costs, risks and resources related to ongoing maintenance and support of package applications. IBM Package Application Services provides comprehensive and cost-effective management of leading software packages such as SAP and PeopleSoft with the skills, expertise, processes, tools and methodologies needed to optimize the quality, performance and economy of these applications. These services are designed to furnish flexible and continuous support crucial to realizing the expected return on a bank s application investment. Ongoing application support and maintenance, as well as optional implementation and user help desk assistance, are delivered by IBM professionals highly skilled and experienced in package applications. This helps enable an institution to concentrate more on the core business and less on the daily aspects of application management including technical, industry and process requirements. 9

10 Increasing the value of the application portfolio IBM Custom Application Services focuses on delivering continuous innovation, improvements and ongoing maintenance for one or more of a bank s e-business applications. These services are designed to increase the overall business value of custom-built applications while helping to reduce the cost of maintaining them. With IBM Custom Application Services, banks can draw on IBM s e-business expertise to help accelerate time to market, improve application quality, reduce risk and lower ongoing costs in a significant, predictable way. IBM assumes responsibility for evolving, enhancing and maintaining selected applications according to specified service-level agreements and can, if necessary, manage the end-user help desk. IBM Custom Application Services can also encompass the development of an application from requirements definition through implementation. IBM Application Management Advisory Services assists enterprises in identifying and evaluating options for increasing the value of application development and maintenance. IBM Application Management Resource Services supplies and manages a bank s application development and maintenance resources, including the provision of supplemental staff to help develop, enhance and maintain a bank s application portfolio. We offer access to a vast reserve of experienced IBM professionals to help banks access additional staff and specialized skills on an as-needed basis. These resources can be drawn from a local pool of IBM talent, or from a variety of IBM locations worldwide. IBM AMS retail banking consultants are also available to help institutions optimize the value of subcontractors and predict the need for those resources over time. Many institutions are limited by legacy systems that are expensive to maintain and often rely on manual intervention. In fact, up to 70 percent of banking institutions IT spending goes toward maintenance and redevelopment. The costs, in terms of efficiency and application support, can be huge. 1 10

11 Real-world results A leading Canadian bank providing personal and commercial banking, wealth management services, insurance, corporate and investment banking, plus transaction processing, to customers worldwide wanted to improve speed to market for new functionality and reduce maintenance costs. The company employs more than 57,000 people serving more than 10 million personal, business and public-sector clients in North America and some 30 countries around the globe. Given its growth rate, the bank is particularly concerned with keeping its application portfolio current and in line with proliferating requirements. With this in mind, the institution partnered with IBM Application Management Services to implement an Accelerated Solution Delivery Center that enables the bank s employees to collaborate with IBM professionals to co-source application development. The bank estimates that since working with IBM, all its applications were restructured ahead of schedule and within budget, and defects were significantly reduced achieved less than one defect per 100 person days a significant boost when compared to similar projects employing traditional methods. Find out more IBM Application Management Services is a world leader in helping retail banks make the most of their application environment. Our highly skilled, globally based AMS professionals, including industry and IT experts, deliver IBM AMS capabilities to customers worldwide supported by data centers and business partners across the globe. To learn more about IBM Global Services and IBM Application Management Services, contact your IBM sales representative or visit: ibm.com/services 11

12 Copyright IBM Corporation 2004 IBM Corporation Route 100 Somers, NY U.S.A. Printed in the United States of America All Rights Reserved IBM, the IBM logo, System/390 and the e-business logo are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others. References in the publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. 1 IBM Business Consulting Services white paper, Simplify to Succeed: Retail Financial Institutions in 2005, G

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