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Westpac Enterprise 2.0 case study


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Presentation by David Backley, CTO of Westpac, on the banks' Enterprise 2.0 initiatives

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Westpac Enterprise 2.0 case study

  1. 1. Westpac Enterprise 2.0 experiences Enterprise 2.0 Executive Forum 2008 David Backley Chief Technology Officer Westpac Banking Corporation 19 February 2008 Prepared by Geoff Ward
  2. 2. The demographic of our business Total Employees by Generation 24% 50% 25% 1% Baby Boomers 1945 and 1961 Generation X 1962 and 1977 Generation Y 1978 and 1990 other 0% 20% 40% 60% 80% 100% BTSS BCB WIB BT Group Business Units Pacific Banking Total Generations by Business Unit Generation Y 1978 and 1994 Generation X 1962 and 1977 Baby Boomers 1945 and 1961
  3. 3. Westpac approach to Enterprise 2.0 <ul><li>Enterprise 2.0 is about people and culture, not just technology </li></ul><ul><ul><li>- Connecting people and sharing their knowledge </li></ul></ul><ul><ul><li>- Attracting, retaining & reusing people and corporate knowledge </li></ul></ul><ul><li>Global trends demonstrate that Westpac needs to specialise in </li></ul><ul><ul><li>- Deeper customer intimacy and stronger advocacy </li></ul></ul><ul><ul><li>- Core value propositions – share effort on non-core </li></ul></ul><ul><ul><li>- Exploiting internal and external collaboration for higher than average margin growth </li></ul></ul>
  4. 4. Westpac approach to Enterprise 2.0 (cont’d) <ul><li>Enterprise 2.0 stimulates innovation and makes processes flow more effectively </li></ul><ul><ul><li>- Team: Sharing operational knowledge, ‘how tips’, ideas & suggestions </li></ul></ul><ul><ul><li>- Process: Augmenting process tasks, support each other end-to-end </li></ul></ul><ul><ul><li>- Community: Connecting equivalent roles across organisational boundaries </li></ul></ul><ul><ul><ul><li>Developing and sharing best practice, ideas & alerts, experience </li></ul></ul></ul><ul><li>Enterprise 2.0 is happening, but needs harnessing as a strategic asset </li></ul><ul><ul><li>- Supporting current needs driven initiatives </li></ul></ul><ul><ul><li>- Providing strategic direction and supporting guidance </li></ul></ul><ul><ul><ul><li>Making it universally available to match explicit needs </li></ul></ul></ul><ul><ul><ul><li>Providing a framework for identifying and selecting the right tools </li></ul></ul></ul><ul><li>Establish clear governance </li></ul><ul><ul><li>- Comprehensive coverage </li></ul></ul><ul><ul><li>- Lightness of touch (self-serve) </li></ul></ul>
  5. 5. Enable I.T. to also support perpetual beta to be business agile Market Innovate Mature Core Cost & Time Agility <ul><li>Perpetual beta creates new flows (lightness of touch) </li></ul><ul><li>Aligned IT supports business beta </li></ul><ul><li>Use of alliances to access required capabilities </li></ul><ul><li>Maintains existing flows </li></ul><ul><li>Business case achieves hurdle IRR </li></ul><ul><li>Traditional done by IT waterfall method </li></ul><ul><li>Test an idea to see if there is interest/value </li></ul><ul><li>Discover risks </li></ul><ul><li>First to market </li></ul><ul><li>Use new enabling technologies </li></ul><ul><li>Take feedback from customers, workers, etc and extend capability </li></ul><ul><li>Integrate into value chain </li></ul><ul><li>Establish operational design </li></ul><ul><li>Scale up </li></ul><ul><li>Integrated solution with appropriate operation design to protect investment. </li></ul><ul><li>Business critical to customer and/or Westpac </li></ul>EXIT or SUSPEND Cost & Time ? $ $
  6. 6. Enterprise 2.0 tools for now and the future – Westpac 2.0 Wiring the organisation together 2 nd life connecting new recruits to Westpac – another Web 2.0 site Flattening the organisation User generated content in WestpacUTube Capturing tacit knowledge in a wiki Do it yourself I.T. - mashups User generated content on Web 2.0 internet sites eg Wikipedia
  7. 7. Questions? <ul><li>Thanks for your time </li></ul>