RBS 2004 Annual Report Download - page 35
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Annual Review and Summary Financial Statement 2004
Divisional review
33
During 2004 Manufacturing
supported increased volumes
of business and made good
progress on the IT integrations
of Churchill and First Active.
Manufacturing also completed
regional centres for RBS
employees in Birmingham and
Manchester and maintained its
leading position in purchasing.
During 2004 Manufacturing opened 893,000
new personal accounts. This was equivalent to 491
new accounts per working hour.
We processed over 21 million CHAPS
payments valued at over £40 trillion – 8% more
in volume than 2003.
During 2004 call centres supporting
The Royal Bank of Scotland and NatWest received
71 million calls, 3 million more than in 2003.
Royal Bank of Scotland and NatWest customers
can telephone their branch or use our automated
service. They can speak to our UK based call centre
staff 24 hours a day, 365 days a year.
During 2004 Manufacturing printed and
despatched 349 million bank statements and
insurance documents to RBS customers, an
increase of almost 7% over the previous year.
Our network of over 6,100 ATMs processed
576 million transactions during 2004. The daily
average volume was 1.6 million transactions,
dispensing £96 million.
Since April 2004, when we enabled customers
to top-up their prepay mobile phones through our
ATM network, there have been a total of 1.4 million
such transactions through Royal Bank of Scotland,
NatWest and Tesco Personal Finance ATMs.
We established dedicated corporate service
centres to deal exclusively with our corporate and
commercial customers.
During 2004 Group Technology helped RBS
Insurance complete several major stages in the
conversion of Churchill onto the core IT platform.
The IT operations of seven businesses
were consolidated onto the Group Technology IT
platform in 2004 – Direct Line, Green Flag, Retail
Investment Services, Lombard Direct, The One
account, Wealth Management and Lombard Asset
Management.