Welcome smile - The UK’s First Internet Bank A Case Study · 2013-10-04 · zWatch scope creep...

Copyright © 2000 SAS EMEA

Welcome

smile - The UK’s First Internet Bank

A Case Study

Presentation byPaul Johnson


The Next 30 Minutes

BackgroundA philosophy and the requirementsApproach and deliveryLessons for successConclusionsQuestions


smile Was Born Into a LargeFamily


A Tradition of Innovation

1973 free banking 1982 UK’s first high interest chequeaccount for personal customers1986 credit interest to VISA cardholders1991 free for life visa gold card1992 telephone banking service1992 ethical stance


An Understanding of Technology

1996 mobile telephone banking service 1996 interactive TV banking 1998 free internet banking

1999 smile

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503


A Strong Customer Proposition

First full-service UK internet bank withcurrent account as core relationshipproductMarket leading rates+relationship pricingEmotional benefits of young modernaspirational brandAdvanced technology


Launch Plan

MarketAwareness/Response

Pre-launchRegistration

28 October

Launch &Enrolment


Customer and business must beInformed and able to act

immediately

A Philosophy


We Needed an MIS

OUR CUSTOMERS !

AD HOCMIS

MIS

WEE

K 1

MIS

WEE

K 2

MANUALINPUTDATA

OUR MIS ?!*?


Customer and business must beInformed and able to act

immediately

A Philosophy

A means to understand thecustomer and the dynamics ofthe business.


Customer Centric MIS

OUR CUSTOMERS !

AD HOCMIS

MIS

WEE

K 1

MIS

WEE

K 2

MANUALINPUTDATA

OUR MIS ?!*?


Understanding and Answers

An integrated part of the business processBusiness performance analysisChannel management and usageProfitability and value identificationFlexibility and adaptabilityPerformance trackingAccessibilityAccuracy and consistencyGrow and change with the business


By Tomorrow Please

BOARDMEETING

URGENT!

Better delivery to maximise information


System Overview

Activities

Balances

Revenue

Customer Data

Account Data

Data Store

NightlyUpdate

Weeklycalculations

DATA

COLLECTION

ACCESS

GATEWAY

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The Main Data Areas

CustomerCustomer

Relationships

Base data Value

ProductProduct

Base dataValue

ChannelChannel

Monetary transactionsInstructions Activity


Constraints

Time-scalesAccess to personnel (holiday period!)Project conflict / prioritisationA brand new internet bankNew bank routines to complete and testYear 2KBusiness definitions evolvingNo hardware!No ‘real’ data!


Help Wanted

Manage and reduce the riskBusiness focusStrong project definitionRapid application developmentFlexible and re-usableGood documentationEasy to followGood starting pointTechniques for every occasion


In Our Favour

Experienced peopleBusiness knowledgeFamiliarity with the methodologySimilar projects many timesTemplatesDedicated project roomReplicate bank environmentRelationship with the bank


Approach - Methodology

Assessment Assessment: Identify the organisation’sreadiness for undertaking adata warehouse project.

RequirementsRequirements Initiate the project, gather

the business requirements,and define the systemacceptance criteria.

DesignDesign Analyse and design the

warehouse systemarchitecture. Confirm theacceptance test criteria.

ConstructionConstruction Develop, acceptance test,

and hand over thewarehouse and exploitationapplication.

DeploymentDeployment Roll out to the production

environment and ensureknowledge transfer anduser access throughout theorganisation.

Review

Review Review the projectdevelopment process,review deployment andimpacts on the business.

Maintenance


Approach - Teamwork

Relationship Manager

Technical Architect Training Manager

Senior SASDeveloper

SASDeveloper

SASDeveloper

smile

SASConsultant

SASContractor

AnotherProject

Senior SASDeveloper

SASDeveloper

SASDeveloper

And anotherProject

Senior SASBusiness Consultant

MarketingAnalyst

And anotherProject

Delivery Manager

Project Director

SAS Institute


Approach - Partnership

Relationship Manager

Technical Architect Training Manager

Senior SASDeveloper

SASDeveloper

SASDeveloper

Smile

SASConsultant

SASContractor

AnotherProject

Senior SASDeveloper

SASDeveloper

SASDeveloper

And anotherProject

Senior SASBusiness Consultant

MarketingAnalyst

And anotherProject

Delivery Manager

Project Director

SAS Institute smile


The Team Had Many Roles

End User Testing

Developer

Project Manager

Business Specialists


Techniques for Every Occasion

WorkshopsInterviewsBrainstormingPrototypingDocument reviews


Techniques in Hindsight

WorkshopsInterviewingBrainstormingPrototypingDocument reviews

Not really usedBank had doneresearch internallyBusiness was readySpecific usersidentified and formedpart of teamDeliver and discussor ask?




Absolutely essentialRequirements phaseBusiness people keyUnderestimatedPlan well in advance(time conflicts)New evolvingbusinessAdditional centres ofknowledge




Key to successPriorities – deliver anddiscuss or ask?Benefits clearly visibleEarly feedback was vitalNew evolving business –adaptable deliveryWatch scope creepRisk not such an issueConfidence




Key to go / no-go?Too much or too little –both a risk?Reality check –remember timeBank taking it forwardKey to understanding?Frustration


Phased Approach In Hindsight

Very short timeBank had done theresearchBusiness was readyMarket was readyUnencumbered by anexisting IT infrastructureProject moved swiftly on

Assessment

Requirements

Design

Construction

Deployment

Review

Maintenance



Business requirementsclearNew service – userrequirements genericOwnership – businessand IT interfacesQuick decision to deliverand discuss (again)

Assessment

Requirements

Design

Construction

Deployment

Review

Maintenance



Under-estimatedBusiness datadefinitions extremelycomplex in many areasInter-dependenciesScope of test plan andtest resultsSound model andarchitecture

Assessment

Requirements

Design

Construction

Deployment

Review

Maintenance



No data – test datarequiredNo hardware (late)Grateful for replicatedenvironment on ourpremisesPartnership essential tomove along quicklyConfident in deliveryClear team approachand roles definite plus

Assessment

Requirements

Design

Construction

Deployment

Review

Maintenance



Hardware arrivedOn time and underbudget.To requirements.Initial users OK.Skills transfer / training.Strong testing process.Roll-out to largeraudience – future rolesand ownership.

Assessment

Requirements

Design

Construction

Deployment

Review

Maintenance



Informal – neverstopped!Formal – daily

Assessment

Requirements

Design

Construction

Deployment

Review

Maintenance


Delivered - Objectives

‘First in market’Brand awarenessImage and positioningCustomer recruitmentRobust systemsOn time and under budget!


Delivered - Understanding

CustomersChannelProductsComplex scenariosDifferent customers in different ways“Attacking” in the nicest wayProfile – who we want!


Business Managers in Control

Provided information and the tools to allowpeople to obtain answers when they are wantedand not to any predetermined timescale andprocess…

Easy to use and easy to learn systems…

In business – customer in controlIn MIS – Business managers in control


Lessons for Success

Deliver what you know you canDon’t allow change, be ruthlessDon’t carry the baggage of the pastAllow time for culture changeUse user base intelligentlyPartnership and teamworkDedicated project teamMultiple disciplined individuals


Moving Forward

Turn knowledge into PROFIT


Conclusions

‘A major tenet of our philosophy was thatinformation should be available to whoever needsit, whenever they need it’

Dennis Goodman Co-operative Bank Senior Consultant, MIS Project Manager

‘SAS software provides us with a greaterunderstanding of customer behaviour that,ultimately, will help us target resources moreeffectively and meet our customers needs andbuild a highly profitable business’

Dennis Goodman Co-operative Bank Senior Consultant, MIS Project Manager


Thankyou

smile - The UK’s First Internet Bank

A Case Study

Questions Welcome

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Welcome smile - The UK’s First Internet Bank A Case Study · 2013-10-04 · zWatch scope creep...

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