smile - The UK s First Internet Bank A Case Study

Transcription

1 Welcome smile - The UK s First Internet Bank A Case Study Presentation by Paul Johnson

2 The Next 30 Minutes Background A philosophy and the requirements Approach and delivery Lessons for success Conclusions Questions

3 smile Was Born Into a Large Family

4 A Tradition of Innovation 1973 free banking 1982 UK s first high interest cheque account for personal customers 1986 credit interest to VISA cardholders 1991 free for life visa gold card 1992 telephone banking service 1992 ethical stance

5 An Understanding of Technology 1996 mobile telephone banking service 1996 interactive TV banking free internet banking 1999 smile

6 A Strong Customer Proposition First full-service UK internet bank with current account as core relationship product Market leading rates+relationship pricing Emotional benefits of young modern aspirational brand Advanced technology

7 Launch Plan Market Awareness/ Response Pre-launch Registration Launch & Enrolment 28 October

8 A Philosophy Customer and business must be Informed and able to act immediately

9 We Needed an MIS AD HOC MIS MANUAL INPUT DATA MIS WEEK 2 MIS WEEK 1 OUR CUSTOMERS! OUR MIS?!*?

10 A Philosophy Customer and business must be Informed and able to act immediately A means to understand the customer and the dynamics of the business.

11 Customer Centric MIS AD HOC MIS MANUAL INPUT DATA MIS WEEK 2 MIS WEEK 1 OUR CUSTOMERS! OUR MIS?!*?

12 Understanding and Answers An integrated part of the business process Business performance analysis Channel management and usage Profitability and value identification Flexibility and adaptability Performance tracking Accessibility Accuracy and consistency Grow and change with the business

13 By Tomorrow Please BOARD MEETING URGENT! Better delivery to maximise information

14 System Overview Activities Balances Revenue Customer Data Account Data D A T A C O L L E C T I O N Data Store Nightly Update Weekly calculations A C C E S S G A T E W A Y

15 The Main Data Areas Customer Product Base data Relationships Value Channel Base data Value Instructions Activity Monetary transactions

16 Constraints Time-scales Access to personnel (holiday period!) Project conflict / prioritisation A brand new internet bank New bank routines to complete and test Year 2K Business definitions evolving No hardware! No real data!

17 Help Wanted Manage and reduce the risk Business focus Strong project definition Rapid application development Flexible and re-usable Good documentation Easy to follow Good starting point Techniques for every occasion

18 In Our Favour Experienced people Business knowledge Familiarity with the methodology Similar projects many times Templates Dedicated project room Replicate bank environment Relationship with the bank

19 Approach - Methodology Assessment Assessment: Identify the organisation s readiness for undertaking a data warehouse project. Requirements Requirements Initiate the project, gather the business requirements, and define the system acceptance criteria. Review Design Design Analyse and design the warehouse system architecture. Confirm the acceptance test criteria. Construction Construction Develop, acceptance test, and hand over the warehouse and exploitation application. Deployment Deployment Roll out to the production environment and ensure knowledge transfer and user access throughout the organisation. Maintenance Review Review the project development process, review deployment and impacts on the business.

20 Approach - Teamwork SAS Institute Relationship Manager Project Director Delivery Manager Technical Architect Training Manager smile Another Project And another Project And another Project Senior SAS Developer SAS Consultant Senior SAS Developer Senior SAS Business Consultant SAS Developer SAS Contractor SAS Developer Marketing Analyst SAS Developer SAS Developer

21 Approach - Partnership SAS Institute smile Relationship Manager Project Director Delivery Manager Technical Architect Training Manager Smile Another Project And another Project And another Project Senior SAS Developer SAS Consultant Senior SAS Developer Senior SAS Business Consultant SAS Developer SAS Contractor SAS Developer Marketing Analyst SAS Developer SAS Developer

22 The Team Had Many Roles Project Manager End User Business Specialists Testing Developer

23 Techniques for Every Occasion Workshops Interviews Brainstorming Prototyping Document reviews

24 Techniques in Hindsight Workshops Interviewing Brainstorming Prototyping Document reviews Not really used Bank had done research internally Business was ready Specific users identified and formed part of team Deliver and discuss or ask?

25 Techniques in Hindsight Workshops Interviewing Brainstorming Prototyping Document reviews Absolutely essential Requirements phase Business people key Underestimated Plan well in advance (time conflicts) New evolving business Additional centres of knowledge

26 Techniques in Hindsight Workshops Interviewing Brainstorming Prototyping Document reviews Key to success Priorities deliver and discuss or ask? Benefits clearly visible Early feedback was vital New evolving business adaptable delivery Watch scope creep Risk not such an issue Confidence

27 Techniques in Hindsight Workshops Interviewing Brainstorming Prototyping Document reviews Key to go / no-go? Too much or too little both a risk? Reality check remember time Bank taking it forward Key to understanding? Frustration

28 Phased Approach In Hindsight Review Assessment Requirements Design Construction Deployment Very short time Bank had done the research Business was ready Market was ready Unencumbered by an existing IT infrastructure Project moved swiftly on Maintenance

29 Phased Approach In Hindsight Review Assessment Requirements Design Construction Deployment Business requirements clear New service user requirements generic Ownership business and IT interfaces Quick decision to deliver and discuss (again) Maintenance

30 Phased Approach In Hindsight Review Assessment Requirements Design Construction Deployment Under-estimated Business data definitions extremely complex in many areas Inter-dependencies Scope of test plan and test results Sound model and architecture Maintenance

31 Phased Approach In Hindsight Review Assessment Requirements Design Construction Deployment Maintenance No data test data required No hardware (late) Grateful for replicated environment on our premises Partnership essential to move along quickly Confident in delivery Clear team approach and roles definite plus

32 Phased Approach In Hindsight Review Assessment Requirements Design Construction Deployment Maintenance Hardware arrived On time and under budget. To requirements. Initial users OK. Skills transfer / training. Strong testing process. Roll-out to larger audience future roles and ownership.

33 Phased Approach In Hindsight Assessment Requirements Informal never stopped! Formal daily Review Design Construction Deployment Maintenance

34 Delivered - Objectives First in market Brand awareness Image and positioning Customer recruitment Robust systems On time and under budget!

35 Delivered - Understanding Customers Channel Products Complex scenarios Different customers in different ways Attacking in the nicest way Profile who we want!

36 Business Managers in Control Provided information and the tools to allow people to obtain answers when they are wanted and not to any predetermined timescale and process Easy to use and easy to learn systems In business customer in control In MIS Business managers in control

37 Lessons for Success Deliver what you know you can Don t allow change, be ruthless Don t carry the baggage of the past Allow time for culture change Use user base intelligently Partnership and teamwork Dedicated project team Multiple disciplined individuals

38 Moving Forward Turn knowledge into PROFIT

39 Conclusions A major tenet of our philosophy was that information should be available to whoever needs it, whenever they need it Dennis Goodman Co-operative Bank Senior Consultant, MIS Project Manager SAS software provides us with a greater understanding of customer behaviour that, ultimately, will help us target resources more effectively and meet our customers needs and build a highly profitable business Dennis Goodman Co-operative Bank Senior Consultant, MIS Project Manager

40 Thankyou smile - The UK s First Internet Bank A Case Study Questions Welcome