Case study: Royal Bank of Scotland

RBS logo
RBS case study
  • Millions saved in operations
  • Over 100,000 employees connected through SharePoint
  • Hundreds of hours saved on time spent sourcing information

The Royal Bank of Scotland Group is a world-renowned banking and insurance company with roots spread across the globe. The RBS is a large and diverse organisation, featuring subsidiaries that include NatWest, Ulster Bank, and Coutts. The RBS group sees an annual revenue of more than £13 billion and has over 100,000 employees in total worldwide.

A banking digital transformation can be complex, and even organisations as well-known and recognised for their strong financial foundations as RBS can still experience technical headaches and require a rethinking of their digital strategies, systems and processes.

When an organisation has such a large workforce spread all across the globe, it can be difficult ensuring everyone is connected and communicating in a consistent manner, which is why a careful approach to any digital transformation is necessary.

After several restructures, RBS was left with 14 different intranets – creating a complex and disjointed workflow throughout the organisation. These systems were flooded with out-of-date or irrelevant content, making it time-consuming for staff to find the information they needed and work as productively as possible.

To help connect all the wide-ranging RBS teams, we needed to create a global information architecture that would work across all browsers and devices – while also taking into consideration all the different team’s needs and requirements, involving:

  • A strategic approach to this unique digital transformation
  • Building on employee insight to deliver a single tailored intranet solution
  • Ensuring the technical capabilities could meet their diverse needs now – and in the future
  • Creating an intranet solution that consolidated 5 different brand intranets into a single and simple-to-use global bank intranet
  • Security: One of the most essential areas for the new intranet was security. Creating a robust and secure authentication system, we also ensured the system was applicable to every type of user in every RBS location across the world.
  • Data: The foundation of the new RBS intranet had to utilise consistent and in-depth people data. By cleaning up the data and pulling together all the different feeds, we were able to build a new comprehensive people directory.
  • Personalisation: Using the extensive people directory, we added a touch of personalisation through custom and targeted information for each user. This meant users could gain easier access to information relevant to them and their roles
  • Content: Content is the basis of the intranet, so with over a million existing pages, a content audit was used to assess what content was most useful. Through an analytics-based approach, we determined the pages relevant to different departments and locations and designed a new information architecture.

To complement the new intranet, this digital transformatin also included a number of bespoke applications to enrich the internal RBS environment, such as a Custom comments feature, HR Learning Academy applications, and Employee Award Nomination applications.

Through this banking digital transformation, RBS saw a wide range of benefits:

  • Significant financial savings across business operations
  • More consistency to all their communications
  • Improved collaboration for teams across the world
  • Increased efficiency and productivity through streamlined systems

Though the RBS intranet has gone live, our support continues on. Our in-house team is still working closely with RBS to improve the intranet further to guarantee its long-term success.

As we close down the legacy sites, we also are ensuring all the new technology is robust enough to support critical updates as we develop the site further. This allows for the solution to be future-proof; as RBS’ needs and technological landscape continue to evolve, this new intranet system will be able to handle whatever the future has in store.

If you’re looking for help with your banking digital transformation, our team of specialists are here to help you get started. Get in touch with us today.

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