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Positioning IT to Fuel Growth                      Ginny Lee                       SVP/CIOCIO SummitMarch 13 – 16, 2011Sco...
@IntuitInc
Core capabilities: how we differentiate…                  Intuit applies two core capabilities to delight customers…  Cust...
You know us for                  @IntuitInc
@IntuitInc
Did you know…                @IntuitInc
More than 7M small business customersusing a variety of software and services                                  @IntuitInc
Power online banking for 9.2M peoplethrough 1,900 banks & credit unions                                @IntuitInc
ABILENE          Of the 20M who prepared their taxes                   using TurboTax..                                   ...
ABILENE          Two thirds used TurboTax Online                                       @IntuitInc
100 Day Demand Jan./Feb.       April 15Early Filers    Late Filers                              @IntuitInc
SnapTax                     87                  NET PROMOTER                      SCOREGoodbye tax preparer!!“It made it s...
Woven into the Fabric of the Economy                                 ImprovingHelp families put up to $1,000              ...
FY10 Annual Revenue   $1B SaaScontributing to a total of$2B        connected           services                           ...
CIO Vision         From:                                   To:                                      Service Catalog forOne...
World-Class Organization in 2012        Enable Growth and    Great Customer Experience      Employee ProductivityOperating...
Execute on the Fundamentals                                       2008       Fundamentals• Improving Employee Productivity...
Delight our Customers                                       2008           Succeed   Deploying robust business and technol...
Anticipate our Customers’ Needs                                        2008           Transform        Creating new busine...
Transforming IT at Intuit                                       2008     Today          Transform       Creating new busin...
Transforming IT at Intuit                                       2008    Today          Transform       Creating new busine...
Positioning IT to Fuel GrowthMindset     Innovation       Data                                   @IntuitInc
Mindset          @IntuitInc
Customers   Strategy   Rev Growth   TechnologyThink Business First, Tech Second                                           ...
Our Customers  Intuit            Business Units &        Product              ExternalEmployees          Functional Groups...
Systems   Response Uptime     Time     Throughput   Inside-Out:    Systems                                  @IntuitInc
Systems    Response Uptime      Time     Throughput   Inside-Out:                        Outside-In:    Systems           ...
“When I couldn’t process payroll, I                                    was ready to pull out my own                       ...
Innovation             @IntuitInc
Business Units                                           Product                                                         D...
Layer                           System Examples                           Roles                                           ...
Internal            “Full Service”Customers            “Bare Metal” Hosting            100% Manual  Cost       $$$$$ Time ...
Internal   “Do It Yourself                               “Full Service”Customers   with assistance”                       ...
Internal                      “Do It Yourself            “Do It Yourself”                      “Full Service”Customers    ...
@IntuitInc
@IntuitInc
Internal                      “Do It Yourself            “Do It Yourself”                      “Full Service”Customers    ...
Data       @IntuitInc
Data-as-an-AssetFor Intuit/Our Employees:   For Our Customers:                                           @IntuitInc
Data                                                                                                         OfferingsBusi...
Data                                                                                                         OfferingsBusi...
Use data to create customer          delight                              @IntuitInc
Unlock the value of data                           @IntuitInc
Mindset   Innovation   Data                         @IntuitInc
Transforming IT at Intuit                                       2008   Today   Goal          Transform       Creating new ...
“There’s no Intuit  without IT.”             .”                 @IntuitInc
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Positioning IT to Fuel Growth

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A look at how Intuit positions IT to fuel growth. Presentation delivered by Intuit CIO Ginny Lee in March 2011 at the CIO Summit in Scottsdale, AZ.

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Positioning IT to Fuel Growth

  1. 1. Positioning IT to Fuel Growth Ginny Lee SVP/CIOCIO SummitMarch 13 – 16, 2011Scottsdale, AZ @IntuitInc
  2. 2. @IntuitInc
  3. 3. Core capabilities: how we differentiate… Intuit applies two core capabilities to delight customers… Customer Driven Innovation Design for Delight Find an That We Can important Solve Well Customer Problem that’s Unsolved • Deliver the customer benefit • They actively use • They proactively recommend @IntuitInc
  4. 4. You know us for @IntuitInc
  5. 5. @IntuitInc
  6. 6. Did you know… @IntuitInc
  7. 7. More than 7M small business customersusing a variety of software and services @IntuitInc
  8. 8. Power online banking for 9.2M peoplethrough 1,900 banks & credit unions @IntuitInc
  9. 9. ABILENE Of the 20M who prepared their taxes using TurboTax.. @IntuitInc
  10. 10. ABILENE Two thirds used TurboTax Online @IntuitInc
  11. 11. 100 Day Demand Jan./Feb. April 15Early Filers Late Filers @IntuitInc
  12. 12. SnapTax 87 NET PROMOTER SCOREGoodbye tax preparer!!“It made it simpler and less expensivethan going to a tax service.” - iPhone Customer @IntuitInc
  13. 13. Woven into the Fabric of the Economy ImprovingHelp families put up to $1,000 ~ 50M Lives* Help small businesses be 20% back in their pockets… more profitable… Customers $550M in consumer savings revenues ~20% of U.S. GDP, identified to date pay 1 in 12 American workers Help people get themaximum tax refund… Improve FI profit per Help accountants be 20% $33B in tax refunds, customer by 20%… more productive today… 1 out of every 3 IB customers equal to the Serve half of all tax returns e-filed 5th largest U.S. bank accounting firms* Source: Intuit estimates @IntuitInc
  14. 14. FY10 Annual Revenue $1B SaaScontributing to a total of$2B connected services @IntuitInc
  15. 15. CIO Vision From: To: Service Catalog forOne Size Fits All Rapid Prototype, Emerging,Desktop software, enterprise Intuit SaaS Standard,application, hosting Established Value-added Business andOrder Takers Technical PartnersCustomized for each Business first, technologyBusiness Unit secondNon-value-added Value-added Core and“Context” done manually ContextNot effective or efficient, End-to-end automation, self-“ticket” driven serve, data insights @IntuitInc
  16. 16. World-Class Organization in 2012 Enable Growth and Great Customer Experience Employee ProductivityOperating Efficiency and Governance Powered by: Great Talent @IntuitInc
  17. 17. Execute on the Fundamentals 2008 Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95%• Keeping the Servers Up and Running @IntuitInc
  18. 18. Delight our Customers 2008 Succeed Deploying robust business and technology solutions that delivers 4% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95%• Keeping the Servers Up and Running @IntuitInc
  19. 19. Anticipate our Customers’ Needs 2008 Transform Creating new business 1% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% great customer experience and business scalability Fundamentals • Improving Employee Productivity • Ensuring Regulatory Compliance 95% • Keeping the Servers Up and Running @IntuitInc
  20. 20. Transforming IT at Intuit 2008 Today Transform Creating new business 1% 15% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% 40% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95% 45%• Keeping the Servers Up and Running @IntuitInc
  21. 21. Transforming IT at Intuit 2008 Today Transform Creating new business 1% 15% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% 40% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95% 45%• Keeping the Servers Up and Running @IntuitInc
  22. 22. Positioning IT to Fuel GrowthMindset Innovation Data @IntuitInc
  23. 23. Mindset @IntuitInc
  24. 24. Customers Strategy Rev Growth TechnologyThink Business First, Tech Second @IntuitInc
  25. 25. Our Customers Intuit Business Units & Product ExternalEmployees Functional Groups Developers Customers“My workplace “Our processes and “I have the right “My personaltechnology makes technology help my environments to relationship withme more business grow.” support innovation Intuit and ‘always-on’productive.” and scale with access to its products security, and services helps redundancy and me accomplish my reliability.” important tasks.” Define your customers and the value you provide them @IntuitInc
  26. 26. Systems Response Uptime Time Throughput Inside-Out: Systems @IntuitInc
  27. 27. Systems Response Uptime Time Throughput Inside-Out: Outside-In: Systems Customers Impact Reach Duration Identify with your customers @IntuitInc
  28. 28. “When I couldn’t process payroll, I was ready to pull out my own personal checking account.”“I use QuickBooks Online forinvoicing, estimates and featuressuch as payroll. The outageseffected everything I do andI was left crippled.” @IntuitInc
  29. 29. Innovation @IntuitInc
  30. 30. Business Units Product Development Solve important Develop and customer create new problems products and services Operational excellence in service delivery and IT infrastructure Be explicit about roles… @IntuitInc
  31. 31. Layer System Examples Roles BUs: Ultimate Offering Offering Offering Ownership of Offerings Customer Experience Web Product Shared Prdt Emerging Accountable: CTO Hosting ... Infrastructure Components Platform Technology Business Integrated Core IT Accountable: CIO Core Biz Svc ... Infrastructure Layer Svcs Data Center Computing Networking Storage Accountable: CIO Infrastructure Tools & Automation … and make everyone accountable @IntuitInc
  32. 32. Internal “Full Service”Customers “Bare Metal” Hosting 100% Manual Cost $$$$$ Time to 2-3 months Market @IntuitInc
  33. 33. Internal “Do It Yourself “Full Service”Customers with assistance” “Bare Metal” Hosting “Managed” 100% Manual Cost $$$ $$$$$ Time to 2-3 weeks 2-3 months Market @IntuitInc
  34. 34. Internal “Do It Yourself “Do It Yourself” “Full Service”Customers with assistance” “Cloud” “Bare Metal” Hosting “Managed” 100% automated 100% Manual Cost $ $$$ $$$$$ Time to ~20 minutes 2-3 weeks 2-3 months Market @IntuitInc
  35. 35. @IntuitInc
  36. 36. @IntuitInc
  37. 37. Internal “Do It Yourself “Do It Yourself” “Full Service”Customers with assistance” “Cloud” “Bare Metal” Hosting “Managed” 100% automated 100% Manual Cost $ $$$ $$$$$ Time to ~20 minutes 2-3 weeks 2-3 months Market Break down barriers to innovation @IntuitInc
  38. 38. Data @IntuitInc
  39. 39. Data-as-an-AssetFor Intuit/Our Employees: For Our Customers: @IntuitInc
  40. 40. Data OfferingsBusiness Value • Targeted Ads/Offers End/End • Informatics Experience Predictive • Just Do It For Me Business Analytics • Never Enter Data, Advise & Act Process • Comparisons Operational Analytics • Segmented Marketing • Personalization Reporting • Fraud management • Marketing lead gen • Product migrations • Financial reporting • Financial indicators • Sales reporting • Conversion analysis • Customer reporting Data Maturity @IntuitInc
  41. 41. Data OfferingsBusiness Value • Targeted Ads/Offers End/End • Informatics Experience Predictive • Just Do It For Me Business Analytics • Never Enter Data, Advise & Act Process • Comparisons Operational Analytics • Segmented Marketing • Personalization Reporting • Fraud management • Marketing lead gen • Product migrations • Financial reporting • Financial indicators • Sales reporting • Conversion analysis • Customer reporting Data Maturity Shift from basic reporting to data driven actions and insights @IntuitInc
  42. 42. Use data to create customer delight @IntuitInc
  43. 43. Unlock the value of data @IntuitInc
  44. 44. Mindset Innovation Data @IntuitInc
  45. 45. Transforming IT at Intuit 2008 Today Goal Transform Creating new business 1% 15% 20% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% 40% 40% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95% 45% 40%• Keeping the Servers Up and Running @IntuitInc
  46. 46. “There’s no Intuit without IT.” .” @IntuitInc

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