Rod Pennycook Executive Vice President RBC Banking

Transcription

1 Rod Pennycook Executive Vice President RBC Banking Presentation to analysts and institutional investors Toronto October 23, 2003

2 Straight Through Processing (STP) New Web-based tools Foundation for superior client experience 1

3 Digital imaging Service platform for tellers Product STP 2

4 Digital imaging enhanced web application competitive leadership 3

5 Tracing long-standing client irritant 1.2 million trace requests annually STP improves client experience, increases efficiency, reduces costs Images retrieved in seconds not days Immediate answers to client enquiries 4

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14 Potential for other applications online banking signature verification fraud detection internal research and investigations CD Rom images for corporate clients 13

15 Digital imaging Service platform for tellers Product STP 14

16 Superior client experience: simplifying branch transactions eliminating paper-based transactions ensuring errorless transactions enhancing sales and service support 15

17 New functionality includes: single point of access for client information display of sales leads paperless deposits and withdrawals integrated foreign currency transactions itemized transaction receipts electronic print capability: drafts, money orders 16

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19 High speed transmission lines: teller access to our employee intranet site future STP applications 90% of branches completed remaining branches April

20 Service platform replaces DOS application Implementation scheduled over 12 months 19

21 The client profile gives an overview of client demographic and general banking information. 20 7

22 Lists all the other asset and liability accounts owned by the client that are not shown in the initial view Identifies sales opportunities for the client A list of all transaction accounts. The account descriptor matches the account name used for banking machine access. Ability to do multiple transactions in multiple currencies in a single session. The client session must be balanced before the transactions are posted. 21

23 The status of the lead can be updated using the drop down box 22 9

24 Integration with other ebusiness Architecture Components digital imaging digital signature verification electronic bill payment 23

25 INDUSTRY MODEL 980 Combinations of Product-to-Channel Illustrative Client 24

26 Vertical Processes Mortgage Open, Close, Renew, Transact, Maintain GIC Open, Close, Renew, Transact, Maintain PDA / BDA Open, Close, Renew, Transact, Maintain Common Process Components Horizontal Processes Open Mortgage, GIC, PDA Close Mortgage, GIC, PDA Transact Mortgage, GIC, PDA Maintain Mortgage, GIC, PDA Renew Mortgage, GIC, PDA Common Process Component - a modular set of activities that perform a discrete function, independent of any other set of activities that form part of an overall process, and is common across multiple processes. 25

27 Program consists of 28 initiatives Initiatives fall into two categories STP for product origination and fulfillment supporting technology initiatives 26

28 Client Foundation for consistent client experience across all channels/products Enhance the ability to deliver a superior client experience Reduction of customer irritants. Financial Cost reduction through significantly decreased manual hand-offs and re-work Employee Enhanced employee capability by simplifying processes and meeting client needs more effectively 27

29 INPUTS PROCESSES SERVICES Customer History Common Channel (In-Branch and On-Line) RBC Main Business Process (BPM) Rules Engine Legacy and In House Applications 28 3 rd Party Interface

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32 INPUTS PROCESSES SERVICES Common Channel (In-Branch and On-Line) System Request for Consolidated Client Data Return Personal Client Data RBC Main Business Process (BPM) Customer History Rules Engine Legacy and In House Applications 31 3 rd Party Interface

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35 INPUTS PROCESSES SERVICES Common Channel (In-Branch and On-Line) Query For Existing Mortgage Application Return Application Details To Personal Banker RBC Main Business Process (BPM) Customer History Rules Engine Legacy and In House Applications 34 3 rd Party Interface

36 Mortgage Application on File Mr. And Mrs. Williams have a partially completed mortgage application on file, from Online Banking on October 22, Would you like to continue with that Application? 35

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38 INPUTS PROCESSES SERVICES Customer History Common Channel (In-Branch and On-Line) GIC Evaluation Provide GIC Wizard Pop-up to Personal Banker RBC Main Business Process (BPM) Rules Engine Legacy and In House Applications Call to Rules Engine 37 3 rd Party Interface

39 GIC Wizard Closing Date: February 28, 2004 Investment Opportunity: 3 months at 2 3/4% Preferred Rate Investment Amount: $100, Would you like to move your money to: Existing Money Market Mutual Fund New 3 Month GIC 38

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41 INPUTS PROCESSES SERVICES Customer History Update customer system Common Channel (In-Branch and On-Line) Request to Validate New Address Update In Branch Banker RBC Main Business Process (BPM) Rules Engine 40 Legacy and In House Applications 3 rd Party Interface Business Partner for Address Validation

42 41 =Postal Code Corrected

43 February 28, 2004 GIC: 3 month (short-term) Amount: $100, 000 Maturity Date: February 26,

44 INPUTS PROCESSES SERVICES Customer History Common Channel (In-Branch and On-Line) Request for Appraisal Update In Branch Banker RBC Main Business Process (BPM) Rules Engine Update Customer and Application Databases 43 Legacy and In House Applications 3 rd Party Interface Appraiser receives , completes request and sends response back to RBC

45 From: RBC Banking Alerts Date: Thursday, October 23, 2003 To: AppraiserNet.ca Subject:: Alert: New Appraisal Request Alert Message This is an automated alert from RBC Banking to inform you that a new appraisal request has been opened and is pending approval. Please access the RBC Banking Extranet and open file number for detailed information, or click the following link: = Thank you for partnering with RBC! Yesterday, 3:22PM Approved High October 16, 11:42AM Approved Normal October 17, 1:07PM Approved Normal

46 380,000 October 23,

47 Today, 3:22PM Appraisal Complete Mortgage October 22, 11:42AM Salary Verified Mortgage October 17, 1:07PM Application Partially Completed Mortgage Today, 3:22PM Appraisal Complete Williams, Jack & Diane Mortgage Normal October 22, 11:42AM Approval Osborne, John &Sharon Line of Credit High October 17, 1:07PM Salary Verfied William, Jack& Diane Mortgage Normal Today, 9:47 AM Appraisal Complete Ritchie, Bob Mortgage Normal Yesterday, 3:22PM Approval Fournier, Vince &Alice Line of Credit High October 11, 1:42AM New Mortgage LaPierre, Cherilyn Mortgage Normal

48 INPUTS PROCESSES SERVICES Common Channel (In-Branch and On-Line) Request to Lawyer complete Mortgage documents Update In Branch Banker RBC Main Business Process (BPM) Customer History Rules Engine Update Customer and Application Databases 47 Legacy and In House Applications 3 rd Party Interface Lawyer receives , and electronic documents for processing, confirms receipt to BPM

49 From: RBC Banking Alerts Date: Thursday, October 23, 2003 To: JQueueRealEstateLawyers.ca Subject:: Alert: Approved Mortgage ready for Closing Alert Message This is an automated alert from RBC Banking that the mortgage for Jack and Diane Williams has been approved for closing on February 28, 2004, and their file is now available for you to complete the closing documentation Please log in to the RBC Banking Extranet and open file number for detailed information, or click the following link: = Thank you for partnering with RBC! Yesterday, 3:22PM Approved High October 16, 11:42AM Approved Normal October 17, 1:07PM Approved Normal

50 Jack & Diane Williams February 28, 2004 $275,

51 Launch Commence Rollout Completion Digital Imaging Service Centres Branches August 2003 December 2003 Royal Direct Online Clients Spring 2004 Spring 2004 Service Platform Hardware August 2003 August 2004 High Speed Lines ~2000 April 2004 Software January 2004 December 2004 Product STP Clients Q