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Existing to serve customers. We know we succeed when our Customers and Communities succeed.
Innovation presentation
Our nomination is based on our team’s contribution to being customer obsessed, delivering a re-imagined full business and technology transformation across an enterprise scale customer segment (1 million Business Banking Customers Segment in 2021) during a global pandemic when many enterprise scale programmes were deferred or delayed.
The scale of change covered over 1m customers, 3,000 colleagues working remotely, and 144 separate Customer Journeys across the full sales and service lifecycle.
To achieve a scale of this change and timeframe was always ambitious – to achieve it in the midst of a pandemic has made the whole team feel:
• proud of how NatWest is obsessing about serving our customers digitally;
• proud that we are focused on being a relationship bank with assisted experiences;
• proud that we have helped improve both our colleague and customer experience;
• and proud that we worked together to overcome the restrictions and barriers that could have stopped our programme during the pandemic.
Uniqueness of the project
The execution of idea-to-value methods and Engineering excellence across Software Development, Infrastructure, Data and Multiple 3rd party applications, significantly de-risked and removed any negative customer impact from this large-scale enterprise change.
On 8th April 2021, we completed the roll out of a full business operating model re-design with new functionality and ways of working to 3,000 colleagues within a single weekend outage. This was in the midst of new lending products and services where no business interruption could be accepted.
We were able to do this because we had previously:
• Deployed value sliced functionality across 5 releases to build and prove the foundations with the complexity of 1304 story points of development across 268 User stories already operational and proven.
• Migrated 45 million customer data records into the production system in advance of the go-live weekend minimising the weekend to delta change only event.
• Developed and test executed 24 batch testing scripts with a run time of 120 hours thus providing that we could transform and load the necessary data without the risk of customer interruption. This enable the business to log off at 5pm on Friday 9th April and reconnect at 8am Monday 12th April with a completed refreshed user interface and new application with no interruption to any Customer data or records. All the mid flight customer requests were visible and our colleagues could progress all work in progress requests, making the enterprise scale change which occurred over the weekend completely seamless.
This provided a significantly improved Customer Experience through:
o A single view of all customer interactions with NatWest across Commercial Banking.
o Reduction in the number of systems and applications that colleagues need to use to serve customers resulting in reduced AHT (Average call Handling times)
o £20m of Colleague Time savings through improved functionality which reduced and removal of manual effort and handoffs to manage customer needs
o Improved NPS increase by 25 points on the Customer Satisfaction from the improved servicing orchestration and automatic routing of tasks which avoids duplication of work; or work being missed; and provides real time updates on the status of customer requests.
o Insights into Colleague availability and performance with the ability to transfer case work to ensure no impact on our customers' needs. This was crucial with 3,000 colleagues working remotely.
All of this was critical due to thousands of colleagues and hundreds of thousands of customers working remotely due to the pandemic restrictions.
