ING Direct 2013 Annual Report Download - page 42

There were a number of mobile banking and digitalisation
developments in 2013. ING Romania launched an app for making
contactless payments by smartphone, called ING Pay; ING
Australia’s new mobile app won the 2013 “Mobile Award”; ING
Vysya Bank released an app that increases its reach into remote
cities and rural areas; and ING Italy’s mobile app is now used by
50% of its customers within a year after launch.
In line with our strategy to serve customers through their channel
of choice, ING in Spain, Italy and France now have 28, 13 and 2
branches, respectively. At TMB Bank in Thailand, a simplified
process allows customers to complete transactions quickly; account
opening in a branch, for example, takes only 15 minutes.
ING Turkey launched a ground-breaking social media campaign for
consumer loans called #BirTweetimeBakar, which offers customers
tangible benefits: the more they tweet, the lower the loan interest
rate. Using best practices from around the ING world, Turkey also
introduced an innovative, award-winning branch concept which
includes self-service facilities and greater improves customer
interaction. By the year-end it had been introduced to 40 branches,
and our aim is to convert all branches within the next three years.
In India, as part of our corporate social responsibility, ING offers
farmers a range of products, including the Kisan Credit Card, to
cover their credit requirements at the pre- and post-harvest stages.
We also offer customised products for various agricultural activities.
ING Bank Slaski published its first corporate social responsibility
(CSR) report – ING The Art of Responsibility – a follow-up to the
CSR strategy it adopted in May 2012. It describes how the bank
achieves its business objectives by building sustainable, transparent
and ethical relationships with customers, employees, business
partners, investors and vendors.
ING Italy launched BitBumBam, a contest aimed at supporting
projects and ideas that help new generations learn and develop
through the innovative use of technology. ING France launched a
programme to manage money during the “back to school” period
and ING Turkey started “Orange Drops”, a programme for eight to
nine-year-olds to educate them about the importance of saving.
This helps to build the case for including financial education in the
nation’s school curriculum.
ING Vysya Bank worked on providing banking services to the
“unbanked” residents of villages with less than 2,000 inhabitants,
most of whom are illiterate, as part of its financial inclusion
initiatives.
ING Australia launched Dreamstarter, Australia’s first crowdfunding
initiative, specifically focused on bringing the ideas of social
entrepreneurs to life. This online initiative uses the power of social
media and community collaboration to raise the profile of people
with innovative ideas for social change.
Operational excellence
All business units around the world focus on operational excellence
to provide a superior customer experience at optimised costs.
InPoland, ING Bank Slaski was the first bank in the country to
offercontactless ATM withdrawals. It also launched a commerce
and auction platform called ALEO for Polish entrepreneurs; by the
year-end more than 10,000 companies had registered for it.
ING Romania introduced Fast Track Light Automation, a frequently
used credit facility for new mid-corporate customers which
processes transactions within 48 hours. ING Vysya Bank improved
its infrastructure facilities and created a uniform “look and feel”
foits 527 branches.
Security and anti-cybercrime efforts remained an important priority
in all business units. In 2013, ING’s Cybercrime Taskforce was
launched, creating a common framework and implementing best
practices for combatting cybercrime and e-banking fraud.
Top Employer
Many Top Employer initiatives were continued around the world.
ING Australia ran workshops to identify which tools and processes
should be improved. ING Romania helped staff develop their
careers by, for example, creating a mentoring framework. ING
Turkey implemented a performance management system to
monitor training for, and communication with, all employees. The
CRF Institute awarded Top Employer certificates to ING Spain, ING
France, ING Bank Slaski and ING Italy. ING Spain also received a
European Great Place to Work Award. “Great Place to Work” is the
world’s largest employee satisfaction study, surveying about 5,500
companies. In 2013, 1.35 million employees were surveyed across
19 countries in Europe.
Awards
We won a number of awards during the year, most notably in the
field of customer centricity and digital leadership. For instance, ING
Australia was chosen Australia’s most beloved bank by customers
at the Mozo People’s Choice Awards and ranked in the top 10 of
national brands as the only bank. ING Spain won a “Digital
Executive Award” for internet distribution, while ING Turkey led
with direct banking innovation and an award-winning new branch
concept – to name a few.
CONCLUSIONS AND AMBITIONS
All business units will continue to focus on the customers’ needs
with easy and fair products, with a focus on “digital first”. They will
also continue to provide fast and innovative responses, when and
where required, with digital innovation remaining a top priority.
This is all part of ING’s overall aim to help customers manage their
finances, now and for the future. Our aim is also to make a positive
contribution to society and the environment. We therefore respond
to society’s increasing demand for products and services that meet
clear social, environmental and ehtical objectives. We will continue
to do so in 2014.
In 2014, continued attention will be spent on the local Top
Employer programme, as we need committed and motivated
employees to help realise our ambition to become the customer’s
preferred bank.
40 ING Group Annual Report 2013
Retail Banking continued