BT Quick Starts for Retail Banking Customers

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1 BT Quick Starts for Retail Banking Customers An overview of BT s Quick Start services The retail banking industry continues to be heavily influenced by national and international issues including tax regimes, industry structure, legal frameworks and government policy. An expected global economic downturn could also have significant impact on the industry, with lending particularly affected in countries that have strong housing and consumer credit markets. In this globally competitive environment there is an increased need for operational efficiency, with retail banks under pressure to improve their bottom line and achieve a greater return on investment on information and communications technology. For the retail banking market the focus is on four key areas: l Increasingly demanding customers across multiple channels l Economic market and regulatory pressures l Operational efficiency l Identity theft, fraud and security threats BT Quick Starts enable our clients to address some of their biggest challenges in a fast and cost-effective manner. They trigger key dialogues and provide the information necessary to build a strong business case for change.

2 BT and the financial services industry BT supports 19 of the top 20 UK banks, building societies and financial institutions and we are working with many leading finance companies around the world. We address the networking, communications and IT requirements of organisations across the spectrum of the financial services industry. Using the 21st Century Network (21CN) our advanced communications network we provide solutions for enterprise voice and data communications, network connectivity for low-latency electronic trading, and communications systems that exceed the demands of the institutional trading floor. For example, our managed network to Visa ensures that over three billion debit and credit transactions, across 26 countries in the European Union, are handled with connectivity levels at 99.99%. Up to 750 transactions can be handled per second. Currently, over 1,000 BT professional services consultants are working with multinational financial services organisations around the globe. Challenges and Solutions Because BT addresses challenges from our customers points of view, Quick Starts are focused on your priorities, pressures and goals. Using a collaborative approach and the use of validated tools and methodologies, BT highlights the most important issues and provides you with the knowledge you need to make quicker and more informed decisions. 1. Increasingly demanding customers across multiple channels Today s retail banks require a better understanding of what their customers want and they are increasingly focusing on metrics that assess customer satisfaction and customer retention. A particular concern is disconnected communication and collaboration tools, which inhibits responsiveness to customers, across multiple channels. Retail banks also need to consider the speed with which they connect customers, with product experts at the point of enquiry, as inefficiencies in this area can diminish cross and up-sell opportunities. Whether customer queries reach a retail bank as a telephone call, , text chat or as a branch visit, employees must be empowered with the information they need to meet customers needs effectively and in a consistent manner. Retail banks therefore need to integrate multiple service channels and give employees current information on customer histories and preferences. This enables retail banks to deliver consistently excellent service whether customers call to apply for a mortgage, to transfer funds or visit branches to conduct transactions. BT estimates that a retail bank could lose more than 5.95 million of revenue each year, simply by failing to respond to routine enquiries from customers. Identity and access management can help retail banks obtain a uniform view of identity across multiple lines of business, giving them a better understanding of the behaviour and requirements of customers. The BT Identity and Access Management Quick Start enables organisations to rapidly assess the effectiveness of their identity management implementation, prioritise and structure potential improvement areas, and review associated costs and business benefits. The Contact Centre Efficiency Quick Start helps organisations establish intimacy with customers through ongoing, informed and personal dialogue. This allows them to achieve improved efficiency, greater profitability and enhanced customer loyalty, whether through queue management, consistency across channels, or analytics applications which can use customer intelligence to innovate products and business models. By offering insight into customers expectations and history, this Quick Start can help organisations to optimise contact centres thereby improving customer experience and operational efficiency further. The Unified Communications and Collaboration Quick Start service creates a roadmap to establish the right infrastructure and technology needed to support voice, video and data, enabling multi-channel customer interactions, improved customer responsiveness and seamless customer handover between contact centres and branches.

3 2. Economic market and regulatory pressures The financial services industry is one of the most competitive and heavily regulated in the world. As a result, the whole industry is under pressure to adopt new practices that satisfy not only customers and stakeholders, but also the regulator. Regulation and compliance, such as Basel II and the EU Financial Policy, has undoubtedly increased the cost of doing business for retail banks. It is imperative that a holistic view of compliance IT investment is taken, using common platforms for risk and analytics to lower maintenance costs, while providing flexibility for various lines of business. With better customer analytics, retail banks can also improve customer profitability and respond to changing customer demands. Compliance is embedded into all of BT s systems. With the Risk and Compliance Management Quick Start, for example, we ensure that audit trails and records are easily accessible and compliance standards are met. According to research by Gartner, the number of regulations that directly affect IT operations will double by 2012, making this a real priority. Gartner also warns that companies with individual initiatives for each regulatory challenge will spend 150% more on compliance than those taking a proactive approach. Other key security challenges are addressed through the Secure Networking and Identity Management Quick Start s, both of which are used to benchmark organisations against desired levels of maturity. With financiallymotivated malware on the rise and identity theft the fastest growing fraud at 44% compound growth, both Quick Starts are invaluable. As well as helping our customers protect themselves against the most prevalent threats, these Quick Starts ensure the policies are in place to comply with rapidly changing regulation. The Contact Centre Efficiency Quick Start helps our customers comply with FSA call standards and other call centre requirements. This Quick Start also allows retail banks to respond more effectively to their customers, with customer experience now acknowledged as a key competitive differentiator. With the Unified Communications and Collaboration Quick Start service, we help organisations to achieve greater productivity and lower costs, while simultaneously enabling them to meet compliance requirements across multiple channels. In particular, we help retail banks to record conversations across various mediums for compliance purposes. Many new laws governing how and when companies can contact their customers have been passed in the last five years than in the preceding 50. BT s technology and consulting services has supported a banking client in northwest Europe with its mission-critical business systems and helped the company to explore new strategic areas. By implementing a number of service solutions, the firm has not had a single security incident in the past five years. The company s Chief Technology Officer says: During this period, BT has consistently enhanced the resilience of our business and has enabled our banks and their clients to meet and exceed regulatory obligations. We ve come to appreciate BT as much more than a mere service provider of network infrastructure services.

4 3. Operational Efficiency Efficiency in all retail banking operations is fundamental to profitable growth, but cost savings from outsourcing alone can be difficult to achieve. Retail banks are often looking to balance workforce optimisation with process automation to improve efficiency and make the most of ICT investments. Forward planning and change management are therefore essential. The electronification of retail banking also brings increased competition as global and non-traditional financial service providers capitalise on online banking models. Faced with more and more channels to market, retail banks also need to consider the strain placed on core banking systems. Retail banks will have to understand their customer base and provide new services through desired channels as older and less technology savvy populations decline and new customer demands surface. BT recognises that with change comes resistance. With this in mind, BT Quick Starts help our clients build a business case for change and an action plan for the future. The Contact Centre Efficiency Quick Start provides insight into customers expectations and history, allowing organisations to optimise contact centres, improve customer experience and drive operational efficiency. With the Work Anywhere Quick Start, plans are put in place for the efficient and cost-effective management of office buildings. This Quick Start also helps to deliver business functions to customers using emerging mobile technology, ensuring retail banks remain productive and competitive in a 24/7 business culture. 4. Identity theft, fraud and security threats Faced with the threat of brand damage and loss of public trust, retail banks are increasingly having to think like a criminal to combat fraudulent activity, both from inside and outside the organisation. An enterprise-wide approach to security issues is now a business imperative, not least because of the recent proliferation of delivery channels. It is important to protect critical data, systems and processes, and to enhance security across financial networks. Authentication systems, transaction monitoring systems and know your customer technology will remain important in the years ahead. The paperless experience for customers also supports the security requirements for data security, theft, creative fraud and identity crime. So in addition to credit risk in a downturning economy, retail banks must also manage operational risk. This covers risks arising from security deficiencies in both technology and processes. This is also a mandatory requirement enforced by regulations such as Basel II, and additionally in Europe with the EU Markets in Financial Instruments Directive (MiFID). The BT Risk Cockpit assessment, available in the Level 2 engagements for the Risk and Compliance Quick Start, provides a single view of risk based on a core of centralised information, bringing controls and risks together in a process called aggregation. This provides a better understanding of the overall exposure to risk across the organisation and allows companies to undertake the preparatory work necessary for both internal and external audits. BT delivers business continuity solutions that offer resilience at component level and for the system as a whole. This covers all eventualities, including denial of access during terrorist activity, epidemics and floods. The Business Continuity Quick Start gets this process underway, providing the necessary intelligence to assess the existing level of risk and decide on appropriate remediation. BT s Secure Networking Quick Start service can be used to assess the IT vulnerabilities the organisation is carrying and deliver an implementation plan to close highlighted gaps. BT is also able to offer a seamless route to compliance with the Payment Card Industry Data Security Standard (PCI DSS) and has a proven track record of delivering fraud detection services to major organisations including Barclays, HBOS, HSBC, Citigroup and Bank of New Zealand (via Entrust). Every year, identity fraud is believed to cost the UK more than 1.7 billion (CIFAS, 2006). It has affected one in four British people, and accounts for a criminal cash flow of 10 million every day. Furthermore, the time electronic transactions take to clear has been reduced, giving banks even less of a chance to spot fraudulent activity. BT s two factor authentication (2FA) offers security to customers, their business partners and staff who access applications that are delivered over their extended network, the internet channel, telephone channel or face-to-face. 2FA is delivered as a managed service that is integrated into Financial Services customers existing application and network architecture.

5 Why BT? Why BT? l BT has been providing networked and IT services to the financial services industry for over 25 years, with a proven track record in the provision of messaging, telephony and conference services. l BT has developed and acquired considerable capability in key areas such as business continuity, customer experience solutions, risk mitigation and security consultancy, as well as fully-managed data and hosting centres and related consolidation and migration services. Multi-channel intelligent customer management and rapid branch deployment are also among the many networked IT services BT s designed for financial service firms. l BT runs Europe s largest communications research facility the BT Agile Bank at Adastral Park in Suffolk a state-of-the-art facility where retail banks can experience the latest customer service applications. l BT has a global security practice with full-time, qualified IT practitioners and consultants. l BT has been identified by Gartner as a full service provider of Business Continuity solution capabilities. l BT manages operational risk for a global networked IT infrastructure. Our major strengths are in risk assessment, control and risk treatments in the information and comminications technology arena. l BT s own corporate IT department has implemented the Risk and Compliance solution to manage key networked IT infrastructure risks. Estimates show that implementation of this solution can save up to 30,000 man-hours effort each year for an organisation the size of BT (100,000+ employees). It is equivalent to 1.6 million per year. l BT has twice been named Best Compliance Company in the telecoms sector at the Compliance Register OStCaR Awards. l BT Global Services is a market leader in providing Secure Networking consultancy and solutions. l BT has a unique understanding of both traditional voice networks and modern digital communications two domains critical for Unified Communications and Collaboration success. BT s unique 21st Century Network draws together network infrastructure, mobility and communications and collaboration. l We have 25 years experience in delivering contact centre solutions to some of the largest organisations in Europe, Asia-Pacific and America. BT carries the highest levels of technical accreditations in the industry in recognition of our skills investment. l BT took a phased approach to implementing different work styles across our own organisation, including home and mobile working. In the UK, BT has 73,000 flexible employees, with over 13,700 employees contracted to work from home, saving more than 750 million in property management costs each year. Flexible working practices have also enabled BT to save 12 million litres of fuel and 54,000 tonnes of CO2 each year, in the UK. l BT is certified by the Payment Card Industry (PCI) Security Standards Council as a Qualified Security Assessor (QSA) and is Approved Scanning Vendor (ASV) for PCI DSS services.

6 Offices worldwide The telecommunications services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc 2008 Registered office: 81 Newgate Street, London EC1A 7AJ Registered in England No Designed by Loewy: London PHME 56021

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