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*Home > Group Information > Investor Relations > Financial Results > Results 2001 >  Report and Accounts > Manufacturing
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Group Information

Manufacturing

We reduced our costs by 6 per cent to £1,568 million.
Mark Fisher Chief Executive, Manufacturing

Image: Ceriese Otley, Customer Service Officer, NatWest and Andy Davis, Senior Development Manager, Branch Platform Integration

Above: Ceriese Otley, Customer Service Officer, NatWest and Andy Evans, Senior Development Manager, Branch Platform Integration

Just one example of the scale of integration activity has been the installation of new teller positions in NatWest branches. Rollout commenced in June, rose to a peak of 100 branches a week, and was completed ahead of schedule in December, with over 10,000 staff trained in the new process.

Manufacturing makes it happen 365 days a year, 24 hours a day, for our customers. We support business performance by providing a diverse range of high quality services to the customer-facing operations of the Group. We contributed significant cost savings through improved efficiency and the continued integration of The Royal Bank of Scotland and NatWest.

Integration

  • The scale, complexity and timescale of the integration of NatWest on to The Royal Bank of Scotland’s operating platform is one of the most ambitious integration projects in the financial services sector.

  • Over 3,500 staff are fully employed on the integration of IT systems to a common platform across the Group.

  • We completed the migration of 3,300 NatWest ATMs and almost 13 million NatWest credit cards on to the Royal Bank lplatform, and rolled out the Royal Bank branch teller system to over 1,500 NatWest branches.

  • We renegotiated supplier contracts covering all areas of purchasing activity, including innovative use of e-sourcing.

  • We transferred over 10,000 staff to Royal Bank terms and conditions, with take up of the new contract of employment in excess of 96%.

Operational

  • We handled around £130 billion of cash and 73 million calls from customers, made five million CHAPS payments, and processed over eight million direct debit and standing order changes.

  • We introduced greater choice and control for NatWest customers using our telephone banking services, allowing them to use personal or automated systems or to speak directly to their branch.

  • We took major steps to consolidate and improve our offices in London and Manchester and released over 900,000 square feet from our property portfolio. Our new data centre on the outskirts of Edinburgh was commissioned, representing a major step forward in our IT integration programme.
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