Stephen Hester has responded to Andrew Tyrie MP, chairman of the
Treasury Select Committee, who last week branded the RBS computer systems meltdown as "completely unacceptable."
You can read the response in full here.
Note Hester's remark that, "I have previously made clear to the
Committee that my top priority since joining the bank three and a half years ago
has been to change RBS - physically and culturally. At the centre of this aim is
to make our customers the number one focus. There is much to do on many fronts
and we clearly have yet to achieve a satisfactory level of systems resilience as
part of that, albeit this was a unique incident."
A unique incident? Hmmmm...Still, at least he admits that customer-centricity is very much a work in progress at RBS. As it is across the UK retail banking sector. To quote a recent tweet from one of my retail technology contacts: "I can't think of an industry that has consistently treated its customers
with as much contempt as banking. Well, maybe life insurance."
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