Internal performance comparison

ING Direct analysed IT costs and services for its retail business in order to determine strengths and weaknesses. To do so, the global companies were compared with one another and with the external market. Together with the benchmarking partner, the bank developed a benchmark model allowing for transnational comparison of all expenses for support, development/maintenance, operation and infrastructure for the key bank applications. In addition, the cost categories and the respective key ratios were jointly defined for each benchmark segment. The result was a catalogue of measures customised for each international subsidiary.