Westpac Banking Corporation · ASX:WBC
Westpac Banking — Investor Presentation (July 2003)
17 slides from Westpac Banking's investor presentation, Jul 31, 2003
Slide 1: Business & Technology Solutions & Services (BTSS): Enabling the vision
ls Australia's First Bank Business & Technology Solutions & Services (BTSS) Enabling the vision... Michael Coomer ~... Group Executive, Business & Technology Solutions & Services 31 July 2003
Slide 2: BTSS is Westpac's core service provider
BTSS is Westpac’s core service provider D & 2 2 3 (eo) {@) Part ep) . 2 Da fom 0) oO @ P=) op) A Superior Customer Experience Support Services | Rattiatie’s First Bank Market Update - July 2003
Slide 3: BTSS manages 45% of Westpac's expense base
BTSS manages 45% of Westpac’s expense base Westpac Expense Base BTSS Expense Base Retained Functions BTSS Managed Expense ‘Outsourced Functions Qutsourced Expense Base ve ~ Retained Expense Base Cheque Processing Strategic Sourcing . Technology »» Operations. & 7 Telecom 2" Corporate Services ¢ Supp
Slide 4: BTSS is a key contributor to Ask Once
BTSS is a key contributor to Ask Once Customer Satisfaction Composition 100% 100% Relationship management Industry related Product sales Drivers of Bank Customer related Experience After sales service Experience related Our focus ‘West; | Austratie’s First Bank July 2003
Slide 5: BTSS is focusing on key objectives
BTSS is focusing on 4 key objectives ¢ Enhance the customer experience to achieve No.1 ranking by 2005 * Significantly improve our operational efficiency at a unit cost level to achieve an overall expense reduction profile to 2006 ¢ Build a high performance culture focused on Customer Service * Opti
Slide 6: What we said last year
What we said last year Three Major Initiatives Underpin This — o Work 2 . 5 Customer Alignment 3 Great Next steps Customer +!/ Customer Connection Experience ¢ Maintain our focus on » Lending processes » Customer & corporate data management and Customer Enablement analytics ¢ Further analyse other c
Slide 7: What have we done? Align Program
What have we done? Three Major Initiatives Underpin This Work Customer Alignment Great Customer Customer Connection Experience Customer Enablement A? Beton Align Program: An integrated program to align the people processes and behaviours to the customer experience, further enabling a high performanc
Slide 8: What have we done? Reach Program
What have we done? Three Major Initiatives Underpin This Reach Prog fam: Work A cross product, cross Customer Alignment geography, end-to-end Sales & customer | [oumomercannecuon Information Management re- engineering program Customer Enablement Early Results — * — Installation of major infrastructu
Slide 9: Reach - significant enhancement in CRM
Reach - significant enhancement in CRM W Customer Experience Delivery Channels internet || email | ATM || SMS IVR Banking ee Westpac Leads (RO Campaign Management Engine) : Advertising| le Direct &PR Mail Advisers | | Managers| || Centre Financial || Relship call Branet et Data Warehouse/ Superdome
Slide 10: What have we done? Pinnacle Program
What have we done? Pinnacle Program: Three Major Initiatives Underpin This Fa . Work a An integrated program to re- Customer Alignment Z engineer lending and credit petotsectonpedio processes on an end-to-end basis customer Customer Connection 4 across the bank. Experience 8 g Early Results Customer
Slide 11: What else have we done?
What else have we done? * Completed deployment of Broadband network to Branches in Australia and New Zealand. * Completed deployment of One Bank Platform (32bit PC) in New Zealand Branches and have rolled out to one third of Australian Branches. * Supported continued growth in Internet Banking - Num
Slide 12: Our staff are committed to change
Our staff are committed to change | Auceatias First Bank 12 Market Update - July 2003
Slide 13: Shift in Information Technology expenditure
Shift in Information Technology expenditure Illustrative $1.of IT Spend $1 of IT <= (2-3 Years Past) Spend Today Strategic Change ; Projects Strategic Change Projects Discretionary Change Non-Discretionary _Business Change Discretionary Change Non-Discretionary Non-Discretionary IT. Business Change
Slide 14: Significant aggregate benefit — flat expenses
Significant aggregate benefit — flat expenses Outsourced Expense * Retained Expense $M : $M . Baseline Baseline ot with 4% 5 with 4% ot a p.a. ye Pe. o” : expense «7% expense set * growth sent growth % : .* * a - * arge Target 2003 2004 2005 2006 2003 2004 2005 2006 * Our productivity initiatives ab
Slide 15: Going forward
Going forward * Strong project alignment to business needs and customer experience strategy * Operational efficiencies achieved supporting cost shift by: — Assisting absorb underlying expense growth, and — Enabling targeted project reinvestment * Set to leverage off standardised PC and Broadband pla
Slide 16: Questions
Questions | Rattiatie’s First Bank 16 Market Update - July 2003
Slide 17: Disclaimer
Disclaimer The material contained in this presentation is intended to be general background information on Westpac Banking Corporation and its activities as at 31 July 2003. The information is supplied in summary form and is therefore not necessarily complete. Also, it is not intended that it be rel