Royal Bank of Scotland is to invest £1 billion in improving digital services, as branch footfall continues to decline and more customers look to bank on the move.
RBS says it has seen a 200 percent increase in mobile and online banking in the past three years, as customers move away from traditional transaction methods.
The bank now plans a range of initiatives to support the digital transformation of its retail banking division. This includes fitting out more than 400 branches with iPads to help customers sign up to online banking, upgrading ATM network, and providing free in-store Wi-Fi for personal devices.
RBS also aims to make its online banking more intuitive for customers through better personalisation and tailored content, and plans to invest in internal systems to provide a comprehensive view of customer interactions across its organisation.
In addition, mobile banking applications for retail customers and small businesses will be integrated to allow transactions for both accounts via one app.
“Our customers’ needs are rapidly changing: they want to bank day?to?day in the most convenient ways available,” said Les Matheson, CEO of RBS Personal and Business Banking. “We must respond to their needs and continue to improve on the service we offer both online and on mobile.”
The bank said the £1 billion will also be targeted at further work to improve resiliency of legacy systems, having already earmarked £750 million over three years.
The investment follows the announcement of a major project to rationalise its legacy IT estate earlier this year, as the bank seeks to prevent recurrences of outages that have beset customers in the past.
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