ING Clarity 2009 The road to project success

ING Clarity 2009 The road to project success June 17, 2010

Introducing ING group • No 1 largest financial institution in Netherlands – Global Bank • FY 2008 € 66 Bn • Headquarters in Amsterdam • A-rated bank • Business lines: ØRetail banking ØING Direct ØCommercial Banking ØInsurance (EMEA/APAC/Americas) • Global staff 124, 000 + employees Banking - Investments - Life Insurance - Retirement Services 2

Background – project starting point • Previous implementation not successful ØPerformance issues ØStability issues ØMultiple timewriting systems not integrated ØModifications made upgrade impossible ØLow user acceptance • ING management decided ING needed an integrated portfolio management solution • Executive decision was made to start again with a new implementation project • Project start : mid January 2009 • Fixed Price agreement between CA and ING Banking - Investments - Life Insurance - Retirement Services 3

Project objectives • Integrated portfolio management solution for all of ING bank • All current ING time-writers to be migrated to new system • Phase out previous solutions & systems for time-writing • Alignment with CMMI • Implementation of time-writing for ING Banking at 1/1/2010 ! • Organizational scope: ØRetail banking ØCommercial banking ØInternational Network ØOperations & IT ØSupport units • Potential 10, 000 users Banking - Investments - Life Insurance - Retirement Services 4

So, how did we get there? • Three pillars under the project ØPeople, Process, Technology • A dedicated project sponsor • Dedicated stakeholders • A skilled implementation team ØMuch attention to implementation organization • Committed project members from both ING and CA • Define your principles! Banking - Investments - Life Insurance - Retirement Services 5

Project principles Principles • Out-Of-The-Box • One way to work ØNo exceptions, no specials • CA Best Practices • Preserve continuity of ING governance processes Banking - Investments - Life Insurance - Retirement Services 6

Three pillars for success Project Governance PROCESS PEOPLE Education TECHNOLOGY Configuration Banking - Investments - Life Insurance - Retirement Services 7 Business Implementation

Configuration • Best Practices, Best Practices… ØCA’s Deployment methodology was leading ØPrototyping used to define requirements and discuss design ØRequirements documented in Solution Requirements Specification • Sign-off and freeze • Limited set of reports ØDesign documented in Solution Design Specification • Well documented design decisions • Sign-off by all stakeholders ØBoth documents approved by Project Board ØTest phase joint effort • System and acceptance testing • Automated performance testing Banking - Investments - Life Insurance - Retirement Services 8

Results • 2 releases delivered on time within scope, containing: ØPortfolio management ØProgramme management ØProject management ØResource matching ØService management ØInterfaces to financial system and HR ØReporting portlets ØLimited set of additional reports ØTime-writing in single system Banking - Investments - Life Insurance - Retirement Services 9

Project status report Banking - Investments - Life Insurance - Retirement Services 10

Education – it starts with knowledge Project Governance PROCESS PEOPLE Education TECHNOLOGY configuration Banking - Investments - Life Insurance - Retirement Services 11 Business Implementation

Education • CAPA (CA Productivity Accelerator) as context sensitive online help • ING specific content • Train-the-trainer sessions ØING now has a large group of trainers ØTraining for both educational skills and PPM specific ØKnowledge “mushroomed” across organization • Communication sessions for specific audiences • Quick reference cards Banking - Investments - Life Insurance - Retirement Services 12

Education – lessons learned Key lessons learned: • Use Education Needs Analysis as guideline • Adjust training to stakeholders • Agree training deliverables • Set up training environment • Info sessions(per target group) • Use SPOCs to deliver message • Use mix of communication types ØOnline (intranet) ØEmail ØTraining sessions ØPublications Banking - Investments - Life Insurance - Retirement Services 13

What is CAPA? Integrated help in Clarity (context sensitive) • Step-by-step instructions • Learn and test yourself while you work Banking - Investments - Life Insurance - Retirement Services 14

Results • CAPA content for ING implemented (demo) • 700+ end users trained in project- , portfolio and resource management • 100+ training sessions Banking - Investments - Life Insurance - Retirement Services 15

Quick Reference Cards Banking - Investments - Life Insurance - Retirement Services 16

Results (taken from ING intranet) • Financial processing rate improved from 50% in 6 months in previous system to 93% the first month in the new system • Automatic subcontractor invoicing based on approved timesheets • Fully automatic project status report • All targeted users can write time in Clarity Banking - Investments - Life Insurance - Retirement Services 17

Value created for ING • One way to work across all participating verticals ØNo more “specials” • Increased control over project and portfolio spend • Increased control over resource allocation • Increased control over IT services • Input for strategic prioritization of large projects • Baseline platform for future expansion ØPossible to integrate with other business solutions ØPossible to extend with additional functionality ØPossible to grow user base • Decommissioning of all other time writing systems. Banking - Investments - Life Insurance - Retirement Services 18

Clarity all over the world Europe N-America Asia-Pac Banking - Investments - Life Insurance - Retirement Services 19

The key to success • Secure sponsorship on the highest level • Define your principles and stick to them ØOne way to Work ØOut Of The Box ØFixed deadline • Make it a joint effort • Treat the Clarity implementation more as a business implementation than as a technology project • Clarity OOt. B functionality can cater for any business process, use it • Use qualified and mandated SMEs and SPo. Cs ØTrain SME’s prior to the project ØMandate them to make executive decisions • Tailor your communication to your audience Banking - Investments - Life Insurance - Retirement Services 20

Quotes • “This is a major accomplishment! “ ØSteve van Wyk – CIO ING • “ This is another important step forward in tooling for efficient and effective OIB. “ ØBrendan Donovan, Head of Group Services ING Banking - Investments - Life Insurance - Retirement Services 21

Questions? Banking - Investments - Life Insurance - Retirement Services 22

Thank you