RBS 2012 Annual Report Download - page 32

30
DIVISIONAL REVIEW
1.2m
online web chats
16.8m
transactions
every day
4.2bn
payments processed
worldwide
£11bn
worth of payments
and transfers using
the mobile app
Top 10
Employer for
Working Families
in the UK
Business
Services
Ron Teerlink
Group Chief Administrative Officer
Business Services are the people who keep RBS
running. We put money in the ATMs, keep the Bank’s
technology systems operating, help keep our customers
safe from fraud, process billions of pounds worth of
payments across the world, and provide call centre and
on-line services to customers.
The Bank faced one of its biggest technical challenges
ever when we had some IT problems in June. We are
sorry for the disruption it caused our customers. To
support our customers through this difficult period we
opened our branches for longer, doubled the number of
staff in our UK-based call centres and gave them
greater authority to provide on-the-spot help to support
our affected customers.
Building a better bank that serves
customers well
Business Services is behind many of
the innovations that make life easier for
our customers.
During the year, we made further
improvements to our mobile banking app
which more than three million customers
have used, making over £11 billion worth of
payments and transfers.
Our Pay Your Contacts feature allows
customers to send instant payments of up
to £300 to any of their phone contacts who
have the NatWest or RBS app.
We helped our customers keep in touch with us
and get access to their funds:
Our helpdesks held over 1.2 million online
web chats.
We processed over 4.2 billion payments
worldwide. That’s 16.8 million transactions
every day.
Changing our culture
Our flexible working programme, Choice is
helping us optimise our work spaces. We are
now in the Top 10 Employers for Working
Families in the UK.