ANZ is well into a digital transformation of traditional banking. The roadmap the bank has developed translates to partners like governments. For example, the bank has overhauled the way it is structured, adopting agile methodology so what it does is faster, simpler and more-attuned to outcomes rather than process.
Central to the transformation is the principle of human-centred design, a way of creating products and services directly from the experience and needs of the end user.
Historically major corporations designed products and then tried to convince customers they needed them. That’s completely back-to-front: we should understand what customers need and design around them. That too is the ideal for governments with their citizens.
Governments have very complex relationships with their citizens. From a banking perspective there is cash management, commercial cards, trade finance, merchant acquiring and foreign exchange, just for a start. Citizens always want efficiency and a modern financial ecosystem underpins that.
Critically, delivering services digitally also frees up government employees for interactions which benefit from being in person, where citizens need to talk to a real person to solve complex or sensitive issues.
As a bank, ANZ’s aim is to deliver genuine value to customers, includes delivering services in an efficient and effective manner – that’s better for our staff and shareholders too. Governments aim at essentially the same thing: better products and services for their citizens at a lower cost to taxpayers.
Maile Carnegie is Group Executive Digital Banking at ANZ