Technology transformation and innovation | RBS


Technology transformation and innovation

We have made significant progress in 2018 in ensuring our services are resilient, simple and efficient, for now and into the future. The stability, security and resilience of our technology is critical to our ambition to be the number one bank for customer service, trust and advocacy.

Running resilient services
Each year we make improvements to the resilience and availability of our services. During 2018, our most critical systems have been available 99.96% of the time. Over the last four years, we have reduced our Criticality 1 incidents by 94%, from 318 in 2014 to 19 in 2018. Criticality 1 incidents are those which have an adverse impact on the service our customers receive from the bank.

We continue to invest in the reliability of our digital services. Notably, in 2018, we started work to move our mobile banking services to a new modern system offering us greater resilience and potential for many future improvements. We also introduced new fraud profiling capabilities into the mobile app this year. These are two examples of where we are improving our digital service to ensure that customers can bank safely, when they need us.

Protecting our customers
In addition to providing a resilient service, we are committed to being safe and secure for our customers. In 2018, we introduced a more advanced fraud profiling system further protecting our customers from fraud. Additionally, customers now have the ability to temporarily lock their credit card to protect against unauthorised payments, giving customers more control. These improvements are allowing our customers to bank flexibly, safely and easily.

Improving the customer experience through technology

The technology that powers our customer experience continues to improve. We continue to improve our award-winning bank app with functionality like the Travel Marker service – giving our credit card customers the ability to inform us of their travel plans, reducing the likelihood of their card being blocked by the fraud team. We have also improved the app to ensure that our customers can track their spend and request a limit increase or decrease.

In 2018, we introduced a new corporate online and mobile banking service, called Bankline, to 41% of our commercial customers offering a simpler payments journey, customisable dashboards, improved search capabilities and navigation.

The introduction of our Talking ATM functionality is proving invaluable to our blind and partially- sighted customers and follows on from our launch of the braille credit card last year in association with the Royal National Institute of Blind People (RNIB).

We’re adopting new technology to ensure we respond quicker to customer needs too. For example, the use of robotic automation is replacing the manual collation and assessment of lots of data, helping us give a quicker answer to our customers about their pending debit card transactions.

Plus by minimising the manual effort in favour of digital solutions, existing customers are able to apply digitally for secured and unsecured loans up to £750,000 (subject to eligibility criteria) and receive a decision within 24 hours.

Building innovation culture and capability

The way that people bank is changing fast, driven both by new technology and a shift in customer behaviour. Today’s bank is focused on greater transparency, more choice for customers and harnessing the rapid growth of technology to provide better, faster services. Customers want products and services that are easy to use, high tech and tailored to their needs.

At the same time, regulators are seeking to promote competition and improve customer experience by forcing banks to share product, account and transaction data. In 2018, consistent with the Open Banking Standards, we made customer account and payments information available to third parties through Application Programme Interfaces (APIs). Customers can now use third-party services to access their account information. These new third-party services will be able to present a customer’s financial information all in one place, enabling customers to manage their money across multiple accounts all at once and even initiate payments to others.

We have continued to engage with, and participate in, the world’s most innovative ecosystems including Silicon Valley, Israel and closer to home in Dublin, London and Edinburgh. In London we moved to our new Open Experience Centre, which mirrors and compliments our Edinburgh Centre. Jointly they both host cells, developing improvements to our customer propositions and conduct testing with real customers. The London and Edinburgh Centres deepen our culture of innovation and provide access to innovative thinking and the latest trends.

Our Disrupt 2.0 event in August, brought our customers and colleagues together to discuss and explore the latest trends and developments in innovation. We spent time exploring how technological advances could be harnessed for the good of society and make a positive difference to the world around us.

Throughout 2018 our Innovation Forum continued to invest in a significant number of new initiatives. The Forum continues to prioritise and approve funding for initiatives related to Artificial Intelligence, payment platforms, the human digital interface, quantum computing, voice solutions, distributed ledger technology initiatives and advanced analytics, amongst other things. These are all key to our innovation agenda as we move forward.

Read how RBS is managing the threat from fraud, scams and cyber attacks
Set Tab for lightbox