Digital Transformation Story - Singapore Healthcare Management Digital Transformation Story 1 The...

download Digital Transformation Story - Singapore Healthcare Management Digital Transformation Story 1 The presentations

of 37

  • date post

    08-Jul-2020
  • Category

    Documents

  • view

    6
  • download

    0

Embed Size (px)

Transcript of Digital Transformation Story - Singapore Healthcare Management Digital Transformation Story 1 The...

  • Digital Transformation Story

    1

    The presentations contain future-oriented statements, including statements regarding the

    Group’s vision and growth strategy in the light of anticipated trends as well as economic

    and market conditions. Such statements necessarily involve risks and uncertainties, which

    may cause actual performance in future periods to differ from projections.

    Su Shan Tan

    14 August 2018

  • Largest bank in SEA Present in 18 markets globally, including 6 priority markets in Asia

    2

    Total Assets (SGD)

    518 billion Income (SGD)

    11.9 billion Net Profit (SGD)

    4.39 billion

    Over

    8.8 million Consumer Banking/

    Wealth Management

    customers

    Over

    24,000 Employees

    Over

    200,000 Institutional

    Banking customers

  • 2009 – 2014: Looking good… but?

    Net Profit 13% CAGR1

    Income 8% CAGR1

    Group income (S$m)

    9,618

    6,603

    ROE to 8.4%

    2009

    10.9% 2014

    1 2009-2014

    2009 2010 2011 2012 2013 2014

  • …the world was changing around usGlobalisation of Platform Giants

    Cost vs Efficiency to Scale Up

    Source: CB Insights

    Start-ups Unbundling Banking

  • MAKING BANKING JOYFUL

  • Embed Ourselves in the Customer Journey

    Make DBS ‘Invisible’

    Create a 24,000 Start-up

    Become Digital to the Core

  • Embed Ourselves in the Customer Journey

    Make DBS ‘Invisible’

    Create a 24,000 Start-up

    Become Digital to the Core

  • 88

    FROM

    LEGACY

    ANALOGUE

    MANUAL

    PROJECTS

    OPERATIONS

    WATERFALL

    TO

    MICROSERVICES, CLOUD, APIs

    PAPERLESS

    AUTOMATED, DEVOPS

    PLATFORMS

    DESIGN-FOR-NO-OPS

    AGILE

    Become Digital to the Core

  • Being the in

  • Develop emerging skills (e.g. Agile, Cloud)

    Realise tech cost savings

    Build technology DNA

    Objectives

    To be a technology leader, we wanted to own and run our own technology

    DBS

    Outsourced

    85% outsourced  85% insourced

  • Pushing the envelope on cloud…

    Typical banks Busy consolidating data centres … and doing some cloud

    Consolidated our physical data

    centres years back …

    we’re now shrinking

    2018 target –

    run 50% compute

    on Public Cloud

    Data Centres:

    75% reduction by 2019

    70% reduction in System Incidences,

    despite 166% increase in Operating Systems

    vs

    (2010-2017 Oct)

  • 2014 2017

    Volume of automated test executions

    Aggressive automation has enabled us to move much faster and

    increase efficiency

    7.5x

    10X10x

    100%

    DevOps: % of automated application releases

    2014 2017

    100%

    2014 2017

    Cadence – No. of monthly deployments

    7.5X

  • 60+ Live

    partners

    180+ Live APIs

    180+ 180

    We launched the world’s largest banking API platform

    in early November 2017

  • Embed Ourselves in the Customer Journey

    Make DBS ‘Invisible’

    Create a 24,000 Start-up

    Become Digital to the Core

  • 15

    Intuitive Know, understand & predict

    Intrinsic Embedded in the customers’ life

    Invisible Seamless fulfilment

    Making Banking Joyful My Everyday Life & Goals

    My Way: Digital | Physical Channels

    TD Cards

    CASA

    Payments

    Loans Mortgages

    My Finance

    Insurance

    Investments

    1515

    Embed Ourselves in the Customer Journey

    Make DBS ‘Invisible’

  • 250 Employee Journeys

    Customer Journeys

  • Cash from parents’ perspective…

    We want to eliminate cash

    Discover Define Develop Deliver

    Transaction Journey

    Different perspective on cash

    Customer Journey

  • POSB Smart Buddy was born…

    A contactless payments ecosystem to cultivate sensible savings and spending

    habits among young students in an interactive, engaging manner !

  • 1.8M Customers in 18 months!

    90 SEC ACCOUNT

    OPENING

    digibank … a bank in a smartphone

  • = bank branch? digibank Operations Traditional Bank Operations

    90%

    Pushing the boundaries

    – how far can we go?

  • Embed Ourselves in the Customer Journey

    Make DBS ‘Invisible’

    Create a 24,000 Start-up

    Become Digital to the Core

  • What makes a 24,000 start-up?

    Agile Take Risk &

    Experiment Data-Driven

    Be a Learning

    Organisation

    Customer

    Obsessed

  • 1,000 Experiments

    We set a target for ourselves… far exceeded that!

    IMAGINARIUMS

    API HACKTHATHONS

    STARTUP XCHANGE

    INNOVATION BACKYARD

    14,800 staff engaged in

    innovation programmes

    & more…

  • Being Agile

    ▪ Agile between business & tech

    ▪ Agile @ Work… even when we audit

    ▪ DBS Singapore ▪ DBS Group Audit ▪ DBS Asia Hub 2, Hyderabad

    Changing the way we work…

    …to foster collaboration

  • We got our people to work with industry partners

    and start-ups to develop innovative mindsets

    30+

    Business

    Challenges

    100+

    Start-ups

    introduced

    500+

    Participants in

    community

    events

    Gandalf Scholars

    Operations

    Transformation

    Program

    Evangelists

    Speaker SeriesLearning Hour

    Sandbox

    Learning

    Lynda

    Learning in different ways across the region…

    transforming into digital bankers

  • j

    VISIBLE OUTCOMES: Digital transformation pervasive

    digibank Tally iWealth Treasury Prism Digital

    Onboarding BusinessClass POSB

    Smart Buddy

    TRANSFORMING THE FRONT END…

    digibank Virtual

    Assistant Contact Centre

    Analytics ATM Analytics Fraud Monitoring

    HR Analytics

    on RMs Open API Platform

    … WHILE RE-ARCHITECTING THE BACK END

    “It is demonstrably the case that digital innovation pervades every part of DBS,from

    consumer to corporate, SMEs to transaction banking and even the DBS Foundation.”

    Clive Horwood

    Editor of Euromoney

  • 27

    YOU MANAGE WHAT YOU MEASURE

  • You manage what you measure:

    Balanced scorecard and management processes

    28

    Shareholders

    Achieve

    sustainable

    growth

    Customers

    Position DBS as

    bank of choice

    Geographies Regional

    businesses

    Regulators Society

    40% Traditional KPIs

    40% Strategic priorities

    Shareholders

    Achieve

    sustainable

    growth

    Customers

    Position DBS as

    bank of choice

    Employees

    Position DBS

    as employer

    of choice

    Digitally

    • Acquire

    • Transact

    • Engage

    Joyful customers

    & employees

    journeys

    Digital value

    capture

    Geographies Regional businesses Enablers

    Regulators Society

    Acquire

    ▲ Channel share of digital acquisition

    Transact

    ▲ Channel share of digital transactions

    ▼ Manual transacting efforts

    Engage

    ▲ Digital, contextual engagements with customers

    Joyful customers & employees journeys Top 250 senior managers to sponsor 1 Journey each

    Digital value capture ▲ Number of Digital customers

    ▲ Income per Digital customer

    Higher income, lower costs: Better operating leverage, cost-income ratio, ROE as we shift from traditional to digital

    28

    20% Making Banking Joyful

  • CREATING SHAREHOLDER VALUE FROM DIGITALISATION

  • Putting Digital at the core of our strategy will allow us to

    30

    INCREASE

    REVENUE

    REDUCE

    COSTS

    • Acquire at scale and speed

    • Grow digital customers

    • Deepen engagement and stickiness

    • Expand & build new product capabilities

    • Rethink Distribution

    • Rethink Customer Service

    • Enable RMs to be more effective

    • Digitalise internal processes

    30

  • 31

    2014 2015 2016 2017

    11.5 11.9

    10.8

    9.6 Income

    (S$m)

  • DBS Transformation:

    The World’s Best Digital Bank

    Driving Digital Transformation

    at DBS

    The Digital Reinvention

    of an Asian Bank

    Rewiring the Enterprise

    for Digital Innovation:

    The Case of DBS Bank

    DBS Bank Fosters a

    Customer-Led

    Innovation Culture

    DBS Bank:

    Transformation though

    Str