IBM Infosphere Conference

1. IBM Infosphere Conference Noel Garry 12 November 2008

2. Irish Life & Permanent • Result of a number of mergers & acquisitions • The Group has over 1 million customers Irish Life • Largest life assurance company in Ireland • Market leader in the provision of life, pension and investment products • Distribute through bancassurance, direct business, independent brokers, tied agents, institutions Permanent TSB • Leading retail mortgage provider in Ireland • Full range of personal banking services

3. Typical Post-Merger Situation • Multiple non-integrated systems • Multiple client files • Lots of duplicate clients • Business keen to see merger benefits • Organisations look to IT for solutions

4. Corporate Structure • Separate business units for Life & Banking • Separate brands • Separate Head Offices • Separate CEOs & Management teams • Separate products

5. Group CEO Vision • Focus exclusively on the Irish market • More “joined-up” approach • 3 core values • Team of Winners • Relentless pursuit of customer satisfaction • Great Place to Work

6. Project Brief “Do Something about Client” • Strategic development • Big player in a small market • Cross-selling needed for growth • Led from the top of the organisation • Many stakeholders

7. Data overlap Bank data Life data Client Data Client Data Account Data Policy Data Agent Data Agent Data

8. Client Data Customer Hub Life Admin System Bank Mortgage System Life Sales & Mkt System Bank Customer System Bank Accounting System

9. Real Time Synchronisation Life ID: 1111111 Old: 12345 New: 54321 Client Hub Bank ID: 545454 Old: 12345 New: 54321 Sales ID: 77777 Old: 12345 New: 54321 Life Sales Bank

10. Changes Required to Source Systems • Initial feed of data to Hub • Feed of customer additions/amendments to the Hub • Acceptance & application of amendments from the Hub • Acceptance & application of merges from the Hub

11. Client Data Life Bank Paddy Smith 1 Main Rd Arkloe Wicklow Patrick Smith 1 Main Road Arklow Co Wicklow Mary Kenny 12 The Willows Gory Wexford Mary Kenny 12 The Willows Gorey Co Wexford Jim OKelly 1 Lee Ave Dunchocklin Dublin James OKelly 1 Lee Avenue Dunshaughlin Co Meath Jimmy O’Kelly, 1 Lee Ave, Dunshocklin Meath James OKelly 1 Lee Avenue Dunshaughlin Co Meath James O Kelly, 1 Lee Avenue, Dunshaughlan Dublin James OKelly 1 Lee Avenue Dunshaughlin Co Meath Linda Crowe 2 Patrick St Cork Linda Crowe 2 Patrick Street Cork

12. Data Cleansing & Enhancement

13. Small Number of Attributes • Name • Address • Gender • Date of Birth • Basic contact details • Home phone • Work phone • Mobile phone • Email address

14. Business Issue Examples

15. Progress to-date • Client Hub Infrastructure implemented • Life data fully synchronised • Bank data fully synchronised • Names and addresses standardised • 400,000 Life duplicates merged • Based on standardised name & address, DOB, gender • Bank merge process has commenced • Cross updating for merged clients in production • Ready to begin Life-Bank merges

16. Benefits To-date • Improved customer experience • More efficient customer service • Reduced compliance risk Coming soon…. • Even better Group customer experience • Inter-group customer service efficiency • Easier identification of cross-selling opportunities

17. Separate Websites

18. Predictive Analytics LIFE Pat Kelly 35 Cork Pension Paddy Kelly 35 Cork Life Cover ANALYTICS Examine the total portfolio for an individual Identify purchasing trends Identify opportunities for cross selling BANK Padraig Kelly 35 Cork Curr A/C Patrick Kelly 35 Cork Credit Card Paddy Kelly 35 Cork Mortgage

19. What is our Information Agenda? • Movement from Policy & Account focus to Customer focus • Does “Single View of Client” mean the same thing to everybody? • Future opportunities….. • Single website • Total portfolio analysis • Customer opportunities identification • Product discounting • Customer segmentation • Combined call centre • Service improvements • Improved compliance

20. Questions