FirstRand Limited · JSE:FSR
FirstRand — Investor Presentation (2004)
13 slides from FirstRand's investor presentation, 2004
Slide 1: Service Network
Service Network Peet van der Walt
Slide 2: Agenda
Agenda ¾ Service Network – Peet van der Walt ¾ Branch Banking – Zweli Manyathi ¾ Banking Operations – Leonie van Tonder ¾ eDelivery – Roland le Sueur ¾ Self Service Channel – Michael Arnold
Slide 3: What is the Service Network?
What is the Service Network ? The Custodian of all FNB Relationships Through multiple channels, we strive to consistently deliver superior customer experiences. We aim to get, keep and grow all FNB customer relationships.
Slide 4: Key Themes
Key Themes ¾ People ¾ Efficiencies ¾ Sales ¾ Innovation ¾ Investments & Growth
Slide 5: People
People ¾ VUKA ¾ Product training ¾ Service culture – No 1 since inception of SAS IndexTM ¾ Improved productivity ¾ Recognition / incentives ¾ Leadership development ¾ Learnerships o Bachelor in Management Leadership Programme: • First intake - March 2003: 40 learners • Second intake – March 2004: 26
Slide 6: Efficiencies
Efficiencies ¾ Branch / Back office restructure (no IT re- engineering) ¾ Further centralization of branch admin ¾ Sales efficiencies ¾ Productivity improvement in all channels
Slide 7: Sales
Sales ¾ Integration of channels ¾ Sales conversion ratio ¾ Relationship management teams ¾ Group schemes ¾ Personal relationship banking
Slide 8: Innovation
Innovation ¾ Culture ¾ Innovation Units ¾ Continuous Innovation
Slide 9: Investments
Investments ¾ Imaging Project ¾ ATM software ¾ Increased Internet Banking capacity ¾ Branch automation ¾ Refurbishment of branches ¾ Relocation and expansion of branches ¾ ATM Network expansion ¾ Contact Centre ¾ Direct Channel ¾ Customer Experience project Investments self-funded within financial y
Slide 10: Key Statistics
Key Statistics (As at Dec ’03) ¾ 5.5 million customers ¾ 223 000 Internet bankers ¾ 640 branches ¾ 2, 965 ATMs o 2068 ATMs o 849 Mini-ATMs o 48 BOB Cats
Slide 11: Branch Transactions
Branch Transactions Average Monthly Transactions (Withdrawals and Deposits) Dec ’02/’03 2% Growth 7% Growth 6,000 10,000 9,000 5,000 8,000 4,000 7,000 R Millions 6,000 000's 3,000 5,000 4,000 2,000 3,000 1,000 2,000 1,000 - 0 Dec 02 Dec 03 Dec 02 Dec 03 Volumes Cash Value Monthly average volumes pea
Slide 12: FNB Internet Banking
FNB Internet Banking Average Monthly Transactions (Payments & Transfers) Dec ’02/’03 85% Growth 74% Growth 1,400 8,000 1,200 7,000 1,000 6,000 R Millions 5,000 800 000's 4,000 600 3,000 400 2,000 200 1,000 - 0 Dec 02 Dec 03 Dec 02 Dec 03 Volumes Value Monthly average volumes peak at 1.3m and value p
Slide 13: ATMs Average Monthly transactions
ATMs Average Monthly transactions (Total transactions ’02/’03) 3% Growth 9% Growth 18,000 16,000 14,000 12,000 000's 10,000 8,000 6,000 4,000 2,000 - Dec 02 Dec 03 Dec 02 Dec 03 Total Transactions Withdrawals Monthly average volumes peak at 15.9m