RBS 2003 Annual Report Download - page 31
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Manufacturing
Annual Report and Accounts 2003
29
Manufacturing provides the
Group’s back office processing,
technology and services.
In 2003 we introduced a range of
improvements which enhanced
customer service, increased
efficiency and helped the Group
expand its business. Our costs
increased by 6% to £1,875 million
against a backdrop of double
digit volume and income growth
across the Group.
Our single technology platform is capable of
processing around 16 billion instructions every
second. The flexible system has capacity to cater
for further organic growth and future acquisitions.
We improved service and reliability to our
customers. Availability from our key systems was
better than ever, available 99.90% of the time, and
reaching an all time high of 99.99% in November.
We are continuing to invest in new
technologies to simplify our processes and improve
the customer experience. This includes an investment
to convert customer letters to electronic images
and remove a massive 40 million pieces of paper
from our centres.
Through a programme of structured
improvement initiatives, our staff will have saved
and reinvested 600,000 working hours.
Within our call centres we answered over 70
million telephone calls. We now offer our customers
more choice in how they contact us. They can
choose to speak to their local branch, a customer
service adviser or use our automated service.
We counted over £96.5 billion of cash and
coins in our centres.
We processed almost 17 million CHAPS
Sterling payments valued at £28 trillion.
The value of new loans opened through our
network of lending centres in the UK during 2003
was up nearly 16%.
We run the largest ATM network in the UK.
We dispensed over £31.5 billion in cash in 2003
and December was a record breaking month
with over £3 billion leaving ATMs in the run up to
Christmas.
We installed the 1,000th Tesco Personal
Finance ATM.
We were one of the first banks in Britain to
provide an ATM offering customers euros, at
Bishopsgate in London.
Our aim is to provide our disabled customers
with equal access to the Group’s services.
Improvement work is already underway at around
600 locations across the NatWest and Royal Bank
of Scotland branch networks, including installing
automatic entry doors, audio induction loops and
low level writing units.