RBS 2007 Annual Report Download - page 22

RBS Group • Annual Report and Accounts 2007
20
Manufacturing
Highlights
•Manufacturing played a central role in developing Tesco
Compare, a website allowing customers to compare and
buy motor insurance from more than 30 different brands
in the UK.
•If a customer’s debit card is lost or stolen, we can help
them access emergency cash from over 7,000 ATMs.
•Our Property team managed the development of new
offices in India, Singapore and Paris, as well as refurbishing
and expanding the Ulster Bank branch network.
Our Manufacturing division had a very strong year, supporting
the development of our businesses while continuing our
rigorous focus on cost control.
We invested significantly to protect our customers from fraud
in 2007, introducing Chip & PIN to our branches in the UK and
Ireland and launching 2 Factor Authentication for online banking
transactions. Our Identity Theft Support Team now helps
victims of crime in the UK; and the introduction of improved
processes means we now aim to refund those customers who
have suffered fraud within 24 hours of contact.
Manufacturing was at the forefront of a range of innovations.
In August, RBS became the first UK bank to use Contactless
Payment technology. Manufacturing also supported the launch
of mobile phone banking in September.
Our eSourcing programme continues to deliver savings,
helping us limit total cost growth to 1%. This online tool is
used across all divisions and geographies to source goods
and services. Savings are realised more quickly through
reducing tender time, helping to make this programme one
of the top ten in the world.
Total costs (£m)
07
06
2,914
2,872
Divisional review continued
Manufacturing supported the
launch of contactless debit card
when the AT&T Williams Formula 1
Team made the UK’s first public
transaction in East London.
We launched a new customer
service commitment, where we aim
to refund customers who have
been innocent victims of fraud
within 24 hours of contact.
Divisional review