Communication + Collaboration at Scotiabank. Robert Fournier, SVP Enterprise Architecture & Methodology Seattle, May 5, 2010

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1 Communication + Collaboration at Scotiabank Robert Fournier, SVP Enterprise Architecture & Methodology Seattle, May 5, 2010

2 About Scotiabank One of North America's premier financial institutions and Canada's most international bank. Broad range of products and services, including personal, wealth management commercial, corporate and investment banking. 69,000 employees and 13 million customers in some 50 countries around the world. Total assets 2009: $496.5 billion, net income 3.54 billion.

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4 Our Strategy & Goal Maximize the value of our institutional knowledge and resources by aligning our communication & collaboration models to create a highly viral collaborative & innovative environment.

5 Our Challenges Rapidly growing through mergers & acquisitions Matrix organization people, knowledge & information everywhere Disparate workforce with equally disparate expectations and comfort levels Multilingual, Spanish(1) English(2) French(3) Aging workforce Never have enough experts accessible Fragmented information domains Too many intranets Traditional behavior is to share as needed vs. share by default No shortage of collaboration tools & solutions Lack of a collaboration model.

6 The approach Our collaboration approach is based on 3 key foundation blocks People Communication Collaboration People Value Proposition Communication Value Proposition Collaboration Value Proposition Ability to self-promote Ability to locate experts Ability to make connections Communicate consistently across the organization Establish consistent navigation and search model Ability to self-organize Ability to engage with others in an open and transparent environment Target content based on role

7 The enablers Each block requires key enablers. People Communication Collaboration Rich online profiles, with photo and biographies Enterprise directory Organization Chart Follow people Find similar people as you Enterprise White & Yellow pages Recognize contribution Formal information domain structure (hierarchy) Multi-lingual & media rich Consistent navigation Content syndication (RSS) Leverage tags to target content Enterprise Search Open engagement (comments / ratings on content) Setup of communities (groups) directly by user Flat structure User owned / managed Wikis, blogs, discussions Event Calendar Comments / ratings / polling Alerts

8 Linking all together Tools Rich Profile, White and yellow pages Model People Self-promotion Video Conferencing / IM Printed Media Communication Structured Intranets Collaboration Self-organizing Blogs Wikis Discussions Communities

9 Hurdles / Lessons Legal / Compliance Engaged early on Obtained buy-in through creation of comprehensive usage policy Security / Privacy No anonymous contribution Mechanism to report abuse; self-policing is working Slow adoption Need critical mass to obtain momentum Limited pilot prevented entire teams from being online, and so limited ability for collaboration / communication Comfort level varies across the business lines Naysayers More resistance from IT Groups than from Business Those opposed to open collaboration make up a minority representation; majority of stakeholders understand value of tool, and are fully supportive

10 Hurdles / Lessons Technology Limitations Inherit information we already have Consolidation of the HR profile from various HR systems across the globe Positioning Platform frequently associated with Facebook, creating negative perception depending of the news of the day Changing business priorities, i.e. communication(2009) vs. collaboration(2008) Buy vs. Build Too expensive to build internally, we tried Buy and deploy as is minimize customization, follow 80/20 rule Communication and Collaboration cannot be addressed separately

11 Our Success Executive Agreement to proceed enterprise wide (Summer 2010) Access has now been opened up to 15,000 employees Proven the Model Works and accepted by business stakeholders Communication Disparate intranets are being migrated onto the platform Business stakeholders are starting to maintain their own intranets without the engagement of IT Displacing other costs to fund the business case Collaboration active users currently on system 680+ communities/groups ( business and technology) Less than 5% are purely social 5%+ of traffic is outside of business hours. Structured and unstructured content co-exists within a common platform 3-4 new communities are being created daily; an average of ten users / community Little effort to support and maintain

12 Thank You Questions?