ESTABLISHING AN IT DELIVERY ORGANIZATION IN A MULTISOURCING ENVIRONMENT

ÖPPEN FOREX BANK

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Regina Rasmanis RylinHead of IT Service Delivery

FOREX Bank AB

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WELCOME TO ANOTHER BANK

• 125 Branches

• Cash handling

• Service

• Service hours 05–22

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FROM ENTREPRENEUR TO BANK

1965 1977

First

Branch open

Second branch opened

in Gothenborg

1993

First branch in Finland

opens

1994

First branch in

Denmark opens

2003 2004 2007 2008 2009

First branch in

Norway opens

X-change is acquired

Extensive alteration

work starts in the

company

Wins “Upcoming

bank of the year”

FOREX Bank

keep expanding

and take over all

Western Union

Branches in the

Nordic Countries.

FOREX Bank

is granted a

banking license

1984

Växlingskontoret

changes name to

FOREX

Great

expansion of

branches

Market

liberalization lead to

more competition

1990 1991 2011 2012

ReseEkonom

en is launched

2014

Launching of a

Nätvaluta and

FOREX Cash

Centre

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WHO ARE WE?

• Employees with origin from 70

different nations who speaks 50

languages

• 1 300 colleagues

• 125 branches

• 4 countries

NORGE

13 butiker

FINLAND

13 butiker

SVERIGE

87 butiker

DANMARK

12 butiker

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WE OFFER

Cash handling, saving and salary

accounts, loans, credit cards, cashiers

services, cash deposit handling, Money

Transfer and foreign exchange.

Internet- and telephone bank, bank

branches, service hours 05–22 and “The

Traveling Economist”.

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VISION

We make your journey

easier and more fun.

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BUSINESS IDEA

We sell basic banking

services with personal

service and high

availability

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BACKGROUND

• 2013 New IT strategy (with help from3-gamma consulting)

– Leave single sourcing

– Lack in quality

– Deficient delivery model

– Slow and complex environment

– Custom made

– Deficient compliance according to ITIL and ISO 27001

– Move towards multi sourcing

ÖPPEN FOREX BANK

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STRATEGIC OBJECTIVES

• Enable a fast, simple and effective customer

interaction in all channels

• Deliver stable, suitable and cost efficient IT

services

• Deliver modern standardized supports services

• A more distinct delivery model

• Increased control

– Cost

– Risks

ÖPPEN FOREX BANK

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2013

ÖPPEN FOREX BANK

FOREX Business

IT Supplier

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2014

ÖPPEN FOREX BANK

FOREX Business

IT Supplier

IT Delivery (SIAM)

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2015

ÖPPEN FOREX BANK

FOREX Business

Sup.1

IT Delivery (SIAM)

Sup.2 Sup.3 Sup.4

Today

12 major

Suppliers

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ORGANIZATION

ÖPPEN FOREX BANK

IS/IT

Jonas Broman (CIO)

IT Service Delivery

Regina Rasmanis Rylin

Projects & Development

Mattias Wikman

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Head of IT Service Delivery

Regina Rasmanis Rylin

Supplier Manager

Madelaine Weiland

Change Manager

Annica Lundström

Incident Manager

Hanna Jansson

Problem Manager

Annica Lundström

Service Manager

Bank och Analys

Tomas Brännvall

Service Manager

Butik, KS och BO

Nina Söderberg

Service Manager

Digitala Kanaler

David Briland

Service Manager

Stödsystem

Mikael Skoglund

Service Manager

Arbetsplats

Per Lindahl

Service Manager

Drift/Nät

Marie Sandberg

ÖPPEN FOREX BANK

Testfuntion

Jennie Frejd

Chief architect

Cecila Skogh

ORGANIZATION

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TACTIC/STRATEGIC LEVEL

Define and ensure the

execution of the strategy

OPERATIONAL LEVEL

Ensure long-term supply

capacity according to

defined strategy

INTERNAL IT GOVERNANCE

FORUMService Manager

Business Solution Manager

Super User (when needed)

EXTERNAL IT GOVERNANCE

FORUMService Manager

Service Delivery Manager (Supplier)

Incident Manager (when needed)

Change Manager (when needed)

INTERNAL IT GOVERNANCE

BOARD

Head of IT Delivery

Business solution owner

EXTERNAL IT GOVERNANCE

BOARD

Head of IT Delivery

Client Delivery Manager (Supplier)

Service Manager

ORGANIZATION

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• A forum managed by FOREX Supplier Manager

• Quarterly meetings with all suppliers

• Monthly meetings in smaller groups

• Cooperation, proactivity and customer focus is

measured and rewarded

• A challenge since they are all competitors

• Process improvements

• A social activity once a year

ÖPPEN FOREX BANK

SUPPLIER COLLABORATION BOARD

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WHERE ARE WE TODAY?

• FOREX Bank have a well defined and proactive

IT-organization, that works closely to the business

• Well function IT governance

• The first major migration is finalized.

ÖPPEN FOREX BANK

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CHALLENGES

• Cooperation between

the vendor

• Agreements

• Do the home work!

• Ownership of control

ÖPPEN FOREX BANK

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SUCCESS FACTORS

• Delivery organization

involved early in projects

and business development

• Trial-and-Error

• Be courageous

• Integrations

• Supplier Collaboration

Board

ÖPPEN FOREX BANK