Technology transformation | RBS

Technology Transformation

  • Resilient, simple and efficient systems are critical to making RBS the number one bank for customer service, trust and advocacy – and our most critical systems are available 99.9% of the time
  • There was one month in 2016 with no higher impacting Criticality 1 incidents – which had not happened since January 2013. In 2017, we had four months with no Criticality 1 incidents
  • There have been 20 higher impacting Criticality 1 incidents in 2017. This compares to 38 for 2016. In 2013, we had more high impacting incidents in each individual month than we had throughout the whole of 2017
  • We have an award winning banking app, which has approximately 5.5 million users and was awarded ‘Best Banking App’ at the British Bank Awards. Over 50k customers per month use our messaging service via our mobile app - sending over 70k messages
  • The number of customers activating the mobile banking app in 2017 was:  
  • o    1.18 million

    o    14% more than in 2016

  • Actual year on year growth in the number of active mobile banking app users was: 
  • o   4.4m to approximately 5.5m

    o   up 23%

  • Our NatWest mobile banking app was the first in the UK to be accredited by the Royal National Institute for the Blind
  • In 2017, RBS launched the industry’s first braille credit card for visually impaired customers in association with the RNIB. This follows the success of the debit card product in 2016
  • The first digital branch has been launched in Liverpool
  • We have migrated 6,400 server images from legacy hardware to new current hardware as Phase 1 of our ‘Physical to Converged’ infrastructure programme. This reduces our energy consumption and operational costs, as well as helping meet our strategic goal to virtualise our technology infrastructure
  • We have invested in building a cloud platform to improve developer productivity and significantly speed up time-to-market for new solutions. Cloud technology reduces delivery time for infrastructure services from months to days, helping us respond to customer demands faster. Interest in the platform has been very high, with our first application going live in early December and with a further 90 in active development 


Criticality 1 incidents are defined as having an adverse impact on our business segment’s customers, employees or third parties.


Read how RBS is managing the threat from fraud, scams and cyber attacks
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