29 March 2015

Royal Bank of Scotland to spend £1 billion on retail transformation

27 June 2014  |  10859 views  |  2 RBS Bank branch sign

The Royal Bank of Scotland is to spend over £1 billion over the next three years to rebuild its retail banking business, with investment in digital channels as the primary focus.

In a presentation to investors, the UK bank shared slides showing a steady decline in branch footfall and increase in mobile banking activity, forecasting that 50% of all retail transactions will be conducted via mobile devices by 2017, as opposed to less than five percent on the high street.

The £1 billion spend by the bank will reflect these trends, with an increasing switch to self-service and provision of advice at the branch level, married to a continued investment in mobile and online technology.

In the branch, this will entail a transformation from transaction centres to 'advice and education centres' with 'points of presence where our customers live, work and travel'. This includes an expansion of the ATM network to railway stations and the kitting out of branches with iPads and free wi-fi.

While the branch consumes 35% of the £1 billion budget, the lion's share of 40% is allocated to digital initiatives, with a further 25% going to infrastructure and systems.

In the digital realm this will mean new tablet banking and mobile apps, and the creation of 'innovative tools tailored to specific live events'.

In terms of infrastructural spend, the bank is planning the development of an open API protocol and the abolition of data silos to provide a single view of the customer.

Comments: (2)

Tony Wenzel - Stratacache - New York | 27 June, 2014, 20:04

To date, investments in digitizing retail banking have been paultry, inchoate, and diffuse.  An investment of this magnitude will raise the bar for retail banking (and retail generally).  If exectuted properly, RBS stands create significant competitive advantage, brand advantage, and sales. 

Be the first to give this comment the thumbs up 0 thumb ups! (Log in to thumb up)
Vishwanath Thanalapatti - Risk Management Professional - Toronto, Canada | 01 July, 2014, 07:59

In generic terms the retail banking is on the fast lane for digital banking.  In parallel, the speed if not strategic, will lead to faulty investments. An appropriate strategy based on business views and analytics is a must to optimise. The vendor market is crowded as well. The right choice for the right business is strongly recommended.  When designing security architecture the matra is 'Secure all, release on need basis' for digitisation it is the opposite, digitise selectively.

Be the first to give this comment the thumbs up 0 thumb ups! (Log in to thumb up)
Comment on this story (membership required)
Log in to receive notifications when someone posts a comment

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board, sign up now.

Related stories

03 January, 2014
12 December, 2013
16 May, 2013
09 April, 2013
18 March, 2013
22 October, 2012
15 October, 2012
03 August, 2012
19 June, 2012

Related company news


Who is commenting?

Top topics

Most viewed Most shared
Banking has reached a digital tipping poin...
9804 views comments | 54 tweets | 30 linkedin
Europe sets the pace as fintech investment...
5289 views comments | 29 tweets | 19 linkedin
Google preps Gmail bill payment feature
4612 views comments | 13 tweets | 12 linkedin
Barclays and PayPal join Government ID acc...
4408 views comments | 10 tweets | 11 linkedin
Credit Suisse paper offers qualified bitco...
4155 views comments | 5 tweets | 9 linkedin

Featured job

Competitive Package
London, UK

Find your next job