Bank of Montreal 2004 Annual Report Download - page 52

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BMO Financial Group Annual Report 200448
MD&A
Management’s Discussion and Analysis
Group Description
Technology and Solutions (T&S) manages and maintains information technology,
processing, real estate and sourcing for BMO Financial Group. We provide governance
in these four areas, focusing on enterprise-wide priorities that improve service quality
and efficiency to deliver an excellent customer experience.
Vision
To be a top-tier service provider and a superior contributor to shareholder value for
BMO Financial Group.
Corporate Support, including Technology and Solutions
•In addition to the delivery of productivity-enhancing
IT products and services to the enterprise as reported
elsewhere in this MD&A, T&S:
• Maintained high levels of service availability while
reducing operating expenses by 3.2% from 2003.
• Relocated a significant portion of our computer
processing from Chicago to Toronto to reduce overall
costs. Concurrent with this relocation, we announced
plans to build a new computing centre in the city of
Barrie, north of Toronto, that will provide 50% of our
computing services. Initial processing will commence
mid-2006 and the centre will be fully operational
in 2008.
2004 Objectives and Achievements
Continue to realize improvements in productivity, standards, efficiency and year-over-year performance
in alignment with BMO’s strategy.
•We continue to advance our professional IT standards
by embedding internationally accepted standards such
as ISO 9001, CMM/CMMI and ITIL into our practices.
These standards complement each other and provide
competitive service and products, resulting in compre-
hensive high-quality solutions.
•We achieved recognition as a world-class information
technology group in several industry-related programs
and were the first Canadian financial institution to:
• Achieve Level 4 certification in our development areas
for the Software Engineering Institute Capability
Maturity Model (SEI/CMM).
• Acquire a specific ISO 9001 certification for project
management in 2001. In 2004, our project man-
agement practice was successfully reassessed as
ISO 9001 compliant.
What’s Next? Priorities for 2005
•Continue to realize improvements in service quality and efficiency in alignment with BMO’s strategy.
Lloyd F. Darlington
President and Chief Executive Officer,
Technology and Solutions
Technology and Solutions