e Transforming ANZ David Boyles Head of Technology

e. Transforming ANZ David Boyles Head of Technology, e-Commerce and Payments 18 July 2000

e. Bank with a human face Provide our customers with a personalised, multichannel experience through seamless channel integration, web enablement and CRM technology: • Robust and flexible infrastructure. Rationalise core systems & platforms, standardise desktops and services, and create a single IP network • e. Commerce capabilities. Build strong capabilities via e. Commerce centre of excellence, ANZ Ventures discipline, and changing the way Business Units and IT work together • Cost reduction. Aggressively reduce costs by using technology to improve productivity, reduce complexity, straight-through processing & automation of administrative functions.

Technology vision Single IP Network Customers Web enabled Channels Customer Management Automated, seamless Straight-through Processing Standard Platforms Better Service Lower Costs

Infrastructure: Application & platform rationalisation 1998 2000 Hogan, EDS, T&C, Bank. Master Core Systems Hogan CBS 6 major systems 1998 Platforms 2001 Apple Novell OS/2 UNIX S/1 S/38 AS/400 VAX Storage Tk e Disk Storage T ek ICEBERG Disk Array ICEBERG UNIX Storage T ek W 2000 Disk Array Controller Storage T ek ICEBERG Disk Array MVS TANDEM Business Outcomes MVS • Simpler systems and platforms reduce cycle times: more flexible/adaptable • Benefits from infrastructure: NZ internet banking in 10 weeks • Greater ability to leverage new economy technologies: Win 2000 & Unix • Lower hardware, software licence fees and support costs

Infrastructure: Standardised servers and desktops 2000 1998 OS/2 Win 3. 1 Win NT s Do • Multiple hardware platforms • Win 3. 1, Win NT, Dos, OS/2 • Different office applications Business Outcomes • All PCs running Windows NT or Windows 2000 • Office 2000 • Microsoft strategic alliance • Provides all staff the best tools possible, including Office 2000, via the int • Low cost of ownership through a standard solution - enables central upgr reduced maintenance costs • Key alliances will underpin leadership capabilities in business application

Infrastructure: Industrial strength web Web farms • Windows based web farm approach across ANZ • World class technical design and systems management capability • Standardised approach and repeatable build capability • Dedicated and focused technical team Business Outcomes • Robust, scaled industrial strength web infrastructure • High security standards including firewalls, encryption capability and certificates • Fast to build and low cost to maintain • Single site failover and second site DRP

Infrastructure: Single IP network 1998 Multiple data networks 2000 Single IP Network A single IP Network provides universal connectivity, both internal and ext 1999: CBD administration offices and large branches converted 2000: All sites converted Business Outcomes • Cost neutral, but 100 times capability increase: response time halved • Flexibility - support ‘any to any’ connectivity • Intranet access supporting improved knowledge of all staff • Industry standard: facilitates connections to external partners to support la scale e-business development

Infrastructure: Payments transformation Today Tomorrow FTS MIDANZ (payments) Telex MIDS/MERVA Finet(payments) Intelitracs Telex/Fax Braid Recon CARS (recl’n) Inward Drawings Venus Global Payments STI/ALA MIDANZ (payments) (payments, reconl’n) MMSI / SEARCH EFS, DEMS, CARS Fundtech CARS • New technology Global Payments system retires 27 existing systems • Processes $90 billion a day worldwide • Australian implementation from 4 Q 2000 Business Outcomes • Provides infrastructure for other payment initiatives including integration with e. Commerce and Global Cash Management • Enables greater efficiencies through consolidation, real time capabilities and increasing Straight Through Processing • Provides agility and flexibility in new product delivery

Capability: Centres of excellence Example 1 e. Commerce Centre of Excellence Busine ss Units Corporate International Business Outcomes Joint Solutions Teams Personal Standard Practices: • Architecture • Processes • Development • Testing • Component reuse • User authentication Platform • Standard platforms and tools • Systems Monitoring • Operating systems • Security • Solutions that meet Business Unit requirements • Cost effectiveness - standard practises, leveraging ANZIT • Timeliness to market - Rapid Application Development, 30 day cycle, but 37 days on many projects, e-auto - concept to full business launch 6 months

Capability: Transforming the culture Development and training: From • Large (2 -3 yr) project focus • Platform /technology focus • Technology as a necessary cost • IT as a specialist support function • Technical skills paramount • People as expensive commodity - leadership development - specialist career paths - on-line training To • Rapid development, 30 -90 day cycles • Business benefits approach • Technology as business fundamental • IT/ Business Unit joint planning • Leadership and customer orientation • People as valuable investment • Empowering people to initiate improvement: Triple A program delivering $19 m benefits to date

Capability: Centres of Excellence Example 2 ANZ Ventures • Established late 1999 • Small expert team supporting all businesses Business Alignment Investment Committee EMC Investment Decision and Governanc e • Utilising rigorous processes • Following strict guidelines around strategic fit ANZ Ventures Business Units Business Outcomes • 180+ opportunities processed • 6 deals concluded • 66 in the pipeline Opportunity analysis, Deal Execution and Support Opportunity identification, synergistic outcomes, return on equity

Capability: Trust and authentication • Building the foundations for a Global Trust and Authentication Services infrastructure to take a leading role in B 2 B, B 2 C, B 2 G, B 2 E and Payments. • ANZ/Partner IP • Based around digital certificates and Smart Card technologies • Key inititiatives and investments – Security and Access System – Identrus – ANZ Telstra /ERG JV – Other investments and Identrus • ANZ is currently the only Australian bank to have an equity investment in Identrus. • Identrus has a number of distinguished members from the banking industry.

Web-enabling ANZ B 2 C AST Real Time Loan Approvals B 2 B Internal ERP Directors on line Sales & Service Platform VIPS

Costs: High quality low cost solutions Already delivered: • Reduced dependence on expensive contractors • Co-located IT executives with business managers • Increased staff numbers in lower cost high quality environments • Introducing new quality and efficiency programs across all development sites: – electronic time cards and project management – implemented CMM pilot in the International Unit for roll out across ANZ • Delivered training on-line Business Outcomes • CMM pilot has reduced coding cost by 24% and errors by 90% • Quicker problem definition and solution

Costs: Payments voucher imaging project Purpose built - discrete configurations Win 2000 and web based Replace voucher processing equipment with PC based image capture technology Scalability - ability to scale solution to suit individual sites Flexibility - any number of sites of any size Proof of Concept completed. Progressive testing 2000. Australian rollout commences 2001 Business Outcomes • Low cost/greater capability • Competitive advantage through flexible scalability and Lockbox integration • Enables transformation of customer service activities and customer “self service” • Maintains ANZ at ‘best practice’ in Australia

Costs: Straight through processing Example 1 Internet Customers Internet Service Provider Dealers Brokers Sales Team Support Staff Head Office Esanda: Loans, Leases and Cash Investments Web Application Middleware Backend Servers A B Virtual Private Network C ANZ Network Intranet W 2000 One user interface W 2000 D Unix Common entry point for all channels Proof of Concept Complete. Implementation Scheduled Q 2 2001 Business Outcomes • Low cost delivery via straight through processing, designed for Fault Tolerance, High Availability, Scalability and Performance, easily integrated and deployed. • Responsive to changing business needs - designed for ‘plug and play’ • Highly Secure, protected by Firewalls and a Security Policy Service. • Leading edge use of Microsoft solutions

Costs: Straight Through Processing Example 2 Customers Mortgage Managers ANZ Branch Network Internet Service Provider Personal Banking Loan Origination System Web Servers Application Servers Middleware ANZ’s Core A/C Processing System ANZ Network Intranet Packaged Solution Backend Packaged Solution Back-office Operations Credit Bureau MIS IBM M/frame First implementation for Mortgage products scheduled 2000 Business Outcomes • Faster response to customers, and web-based access to origination processes • Common, automated end-to-end processes for all products and channels • Electronic workflow of remaining manual processes

Costs: Delivering Via the Web Internally: October 1999 General/ Access Information al Evolved from IT Today End 2000 Transactio nal Dynamic Post 2001 E-business MAX reaches 14, 000 staff Publishing tools 100 staff trained PFS manuals on-line Max reaches 20, 000 staff Publishing tools 200+ staff trained All Manuals on-line E-Forms 160 forms on-line; incl. Leave online Training Vendor selected Strategy & pilots 400 Forms on-line Workflow tools in place On-line training - stage 1 On-line training - stage 2 Institutionalise Extend pilots across Business Units pilot, text primarily Publishing Basic publishing Knowledge Management Multi Media Limited Functionality 7, 000 access All staff On-line manuals supported by document management 1000 Forms Common processes automat 10, 000 access Business Outcomes • “Max” has become medium of use • Costs reduced via move to paperless office • Increased effectiveness through keeping staff better informed • Improve administration processes for staff via the web

e. Bank with a human face Provide our customers with a personalised, multichannel experience through seamless channel integration, web enablement and CRM technology: • Robust and flexible infrastructure. Rationalise core systems & platforms, standardise desktops and services, and create a single IP network • e. Commerce capabilities. Build strong capabilities via e. Commerce centre of excellence, ANZ Ventures discipline, and changing the way Business Units and IT work together • Cost reduction. Aggressively reduce costs by using technology to improve productivity, reduce complexity, straight-through processing & automation of administrative functions.