RBS 2004 Annual Report Download - page 37

Annual Review and Summary Financial Statement 2004
Divisional review
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 Group Technology upgraded the technology
serving the branch networks – delivering high-
speed bandwidth capability to 2,273 branches.
 A new mortgage system to support multiple
brands across the Group was introduced in 2004.
This has enabled a significant reduction in the time
taken to process mortgage applications and
improve customer service.
 Manufacturing completed over 215,000
new mortgage applications for Group customers.
 Manufacturing has introduced ‘Image and
Workflow’ technology into its service centres to help
reduce the amount of paper in circulation and
improve efficiency. As each piece of paper comes
into the centres, it is stored as an image that can
be called up and processed at any location.
 Group Property manages 3,384 properties
for the Group, including 2,273 branches. The
combined floor area of these properties is 2.2
million square metres.
 During 2004 Manufacturing invested in
developing new properties for the Group. Over
4,000 employees moved into new premises in
Manchester and Birmingham.
 We received an “excellent” rating from
BREEAM (Building Research Establishment
Environmental Assessment Method) for the design,
construction and building management of the
Group’s new headquarters at Gogarburn, which
is nearing completion.
 Our e-sourcing programme continues to be
one of the largest of any financial services company
in the world. More than 100 on-line bidding events,
with a total value in excess of £2.5 billion, have
taken place since the inception of the programme
in 2001.
 We launched a new e-purchasing system,
which provides a “one-stop-shop” for goods and
services purchased by employees across the
Group. The new on-line ordering process has
already been used by 10,000 employees.
 We donate the use of our call centres to
national charity campaigns. During Children in
Need in November, three of our centres took over
22,000 pledge calls contributing over £610,000 to
the total raised.
Awards
 Corporate Occupier of the Year
Scottish Property Awards
 Best Direct Banking Provider
Your Money Magazine (fourth year running)
 Best use of Contact Centres
Financial Sector Technology
 Best use of IT in Retail Banking
(for ATM mobile phone top-up project)
European Banking Technology Awards