RBS Services (Switzerland) Ltd. Docucom-Kundenevent. 1 st October 2015. Author: Ulrich Battran

RBS Services (Switzerland) Ltd Docucom-Kundenevent 1 st October 2015 Author: Ulrich Battran

Introduction RBS RBS Group Division Personal & Business Banking (PBB) Commercial & Private Banking (CPB) Corporate & Institutional Banking (CIB) Brand CPB Services 3

Introduction AM Front Stream Ulrich Battran Head Application Management Front Stream Joined the organisation in 2008 Front Stream with 35 internal and external staff members Teams in Zurich (CH) and Bristol (UK) Wealth Solutions Customer Relationship Management Processes TAX Output Management Bristol Portfolio Management Performance Calc CRM MIFID RDR Cost & Fees Swiss Tax FWT UK Onshore Tax and Certificates Client Reporting Scanning earchive CRM Cost & Fees Static Data Trust, Tax, Estate 4

What has been done so far? 2007 2008 2010 2011 2012 2013 2014 2015 AVALOQ GoLive (PS-Files) Client Statement Project (CH / Asia) with consistent branding Rebranding Project for RBS Wealth Division One single brand Coutts Coutts WMPP GoLive 3 brands Credit contracts I and Coutts24 Individual Client Letters Mifid and IRAP client risk profiles Credit contracts II OFA Release Upgrade to Domtrac Dynamic Client Letters Mail merge in Avaloq Automated Packaging with additional processing information for packaging including barcode Adam GoLive Adam layout and brand Adam credit contracts TPFM GoLive with individual branding Pre Scanning & Imaging including workrequest generation in Avaloq Wealth Plan I + II Interactive generation of client individual wealth plans E-Archive Mirgration Migration of IBM OnDemand to KGS and new web based retrieval client Dynamic Workflows - mass printing - holdmail Avaloq Impl. International Avaloq Implementation UK 5

Overview Avaloq Output Factory Print for all Business Units Print local Print and Packaging in House External Print Centres Mailing instructions Addresses Mailing instruction, Mailing product templates Mail Action, Mail Products Client Reporting XML Messages Meta-Data Content Tax UK (CGCalc) PDF idocucom Interactive (Credit. C24, WP, Mifid) RBS AFP & Index for Printing Pre-processing Domtrac Meta-Data extraction Data Enrichment (if necessary) Document conversion Formatting Inspire (GMC) Data Repository Oracle DB Sorting Domtrac Streaming, Bundling Output Control (Reprint) Addition Domtrac Barcode-Matrix Attachments Watermark Page Numbering Imaging & Workflow Validation Archive Delivery into Electronic Archive E-Banking Crealogix E-Banking Comit E-Banking Additional Functionality UserBox (Adhoc Statements, Avq Printing) File Transfer with index information Avaloq Print preview Fax Server (Outbound) Bordereau 6

Output Management

Documents Client Reports All client related output is generated via Output Factory. Avaloq is the leading system and the golden source of data. Client Reporting can be done adhoc for individual clients or as a batch for Investment Reports (Client Statements), Account Statements, Advices Multiple brands e.g. Coutts, RBS, Natwest, Adam & Co. or 3rd Party Fund Managers Interactive credit contracts and client letters For loans contracts are generated and individually adapted to client s needs and conditions. An individual client letter is created, printed and the entire pack is archived automatically. Mifid and IRAP (Investment Risk Assessment Profile) letters Within client opening process, individual client letters are generated Mifid letters can be adopted by Private Bankers IRAP letters are sent out directly to clients Tax reporting Tax reports are sent to clients via Output Factory. The generated batches are transferred to a local UK print provider and to the electronic archive system. Scanned Documents Scanned Documents are validated (the document itself and the corresponding index information against Avaloq) and archiving confirmed. For specific documents work-requests are triggered for processing directly in Avaloq. 8

Samples 9

Output Statistics Distribution Channels for approx 22 Mio Pages p.a. Throughput - Number of Pages UserBox 9% Adhoc Print 1% Mail 22% 1'200'000 1'000'000 800'000 600'000 400'000 Others 1% 200'000 EArchive 50% EBanking 17% 0 Day Month Quarter Peak Source: CPB Services Source: CPB Services 10

Interactive Credit Contracts

Interactive Credit Documents / Contracts Number of Documents 700 600 600 Interactive credit contracts and client letters ~ 600 MS Word templates were replaced by 80 interactive idocucom templates 20 being replaced in November due to new regulation in UK Business Benefit 500 Implementation allowed the business to achieve near full automation with its lending documentation 400 Ability to fully control which content is edited by the user (Compliance) 300 Ensure that copies of any document issued to a Client is automatically stored in the electronic archive Risk reduction of human error 200 100 80 Not relying on staff putting data into MS Word templates No manual scanning Central re-print tool ensures that work in progress cases cannot get lost or stored in the wrong folder 0 Start Now Using common coding for multiple templates make changes quicker than this would be in a MS-Word based platform Ensure overall branding is consistent across all outputs Source: RBS 12

Lending Agreements - Keying Financing Order Avaloq To generate a lending agreement you need to click on the financing order and go to Generate document and choose the template you require. Depending on the limit type the letter is chosen A browser will open, directing you to Docucom s external server You will then see the chosen template title, a copy of the XML tree (only on test DBs) and be able to proceed to the letter. The letter can be modified if the business wish, to add in extra paragraphs that cannot be pre rendered 13

Lending Agreements Keying (2) 14

Scanning, Imaging and electronic Archive

E-Archive - Inbound Mail 1. Convert into PDF/A 2. Validate Index against Avaloq 3. Send to Archive and add Watermark Fax (Mail Server) Scanner Document Conversion and Validation PDF Tools Index Validation Output Factory KGS Archive ICAS E2E Outlook Avaloq MS Office 4. Create Workrequest (CRM Issue) Process Scanning & Imaging File Explorer 2. Validation Avaloq Capture It Local Frontend Backend / Secure 16

Image Retrieval Outbound (CTX Avaloq) HDS iretrieval Web Application Domtrac E-Archive KGS Application icas LUN (icas) URL linked DB linked DB LUN (icas) LUN (icas) Avaloq Tomcat Server Tomcat Server Windows Server Security via Avaloq object security and Avaloq role (e.g. for printing) MSG e2e Frontend Backend / Secure 17

Screenshot Web Retrieval Client 18

Average 3 500 Workrequests per Day Number of Documents per Hour (BU Coutts representing approx 50% of total load) 300 250 Start Business Lunch Cut Off - Faster Payments 250 234 221 250 Cut Off Money Transfer and Direct Debit 200 165 173 199 Latest Cut Off 150 100 82 87 90 50 0 2 5 8 4 1 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 UK Time Source: CPB Services 19

Holdmail

Holdmail Process Dynamic Workflow 2. Retrieval of Holdmail documents KGS Holdmail - Archive 1. Print request for Holdmail ICAS Cover Sheet Receipt Form Holdmail Contract (opt.) Avaloq MSG 3. Processing Holdmail and sending for print Table of Content Documents 5. Update Print-Order MSG Domtrac Holdmail End Sheet 4. Feedback from PB / Client Form 21

Holdmail Process Dynamic Workflow 22

Holdmail Process Dynamic Workflow 23

Q & A

Thank you! Ulrich Battran Head AM Front Application Management Front Private Banking CPB Services RBS RBS Services (Switzerland) Ltd Lerchenstrasse 18 CH-8022 Zurich Tel.: +41 43 245 58 57 Email: ulrich.battran@rbs-services.com