CommSee - a client service systems development strategy using .NET John Beggs Executive General Manager Commonwealth Bank

Agenda Which new Bank at CBA History of CommSee Our task Single Service View solution Levels of integration “Staged Iterative Development” .NET & CommSee Challenges & scars

What we’re doing at CBA Which new Bank Vision: “To excel in customer service” Multiple projects to improve the customer experience, engage our people and simplify our processes CommSee is the technology that will underpin this cultural change

The history of CommSee Relationship management of retail customers in 2001 Issues of “normalized relationships” Republic System Internal development in VB Client information available in one place, including better data consistency and accuracy November 2003 - decision to implement across the Bank

Defining the task THE NEW COMMSEE PLATFORM WILL BE FUNDAMENTALLY DIFFERENT FROM THE OLD FRONT-END SHAPE Product Customer User- interface Functionality Data repository Staff/ customers system Role based access, One consistent user interface (screen) Common functions and data aggregation Consolidated customer data base(s) From isolated service silos across products and channels .... ... to integrated and consistent customer-centric services across products and channels SSV Initiative - 2 -

Defining the task COMMSEE WILL DELIVER A NEW SERVICE & SALES CAPABILITY FOR THE BANK Consistent user Accesses and interface/ updates customer presentation data from separate screen CommSee Application repositories Consistent Navigation Role based Menu navigation Activity 1 Customer Details 'Plug and play' Activity 2 capability to Activity 3 integrate product Activity 4 Single security Business Functions systems model Accounts and Holdings Integrated service Single log-on Solution, eg. Workflow and Activities workflow, document Automated production, imaging, deployment Tasks and Functions distribution gate- Transactions ways (fax, print, email) Underlying Technology Platform Sits on scalable technology platform, deployed across the Bank's channels and segments

Internal development of Single Service View solution Challenges of CRM purchase Packaged CRM implementations can be expensive to integrate and customise An effective option for organisations that can change their business processes to fit the CRM with limited customisation The task is more than CRM, it is process integration to a Single Service View

Home grown Single Service View solution Build considerations Design and build has its own risks Enterprise architectures and software tools have improved dramatically over the last 5 years Microsoft’s .NET provides a step-change in capability of development tools and platform technology Early identification and design of key frameworks (UI, mid-tier) reduces the risk for in-house build of individual business functions

Home grown Single Service View solution Build benefits at the user interface tier High level of control of CRM functionality versus customer service functions With large numbers of front-line staff ,“change management” impact must be minimized “Fat client” application yields a fast-responding application, and efficient use of bandwidth

Levels of integration H A R N E S S HARNESS Harness controls user identity, user permissions and client context, security and caching Native CommSee Application Integrated Host Compatible Alien Host Compatible Native CommSee Application: eg Alien Host Compatible: eg Integrated Host Compatible: eg Lending and deposit products, client service functions, tasks, interactions (all data shared at the top tier) Telling transactions, share trading (data only shared by the lower tiers) Financial planning tool (partial sharing of data at the top tier)

Home grown Single Service View solution Build benefits at the customer & product system interface Mid-tier services require high throughput rates. Scale capacities achieved with cost-effective Wintel server farm Microsoft .NET + Host Integration Server + Framework = Mainframe transactions via web services Program is to deliver most mainframe-based functions as web services

Systems development strategy “Staged Iterative Development” Time box Developments Transformation Teams Functional Requirements Learnings Δ Requirements A B Business Units C Time box Developments Pilot 4 Functional Requirements Learnings A B Δ Requirements C Pilot 3 Time box Developments Functional Requirements Learnings A Δ Requirements B C Pilot 2 Time

.NET & CommSee Why .NET? Start with the view that .NET and J2EE can both be scaled. Large existing skill base of developers and engineers familiar with Microsoft technology Use the most current Microsoft technology Strong organisational relationship support from Microsoft

Challenges & scars CEO sponsorship is essential in large complex projects Early stages where scope and technology are defined are the most complex Our relationship with Microsoft was critical in verifying design features and load bearing capacities Staged iterative development has proven to be an effective management approach