A different approach

Michael DouglasHead of Resilience & Continuity Services

Royal Bank of Scotland

Today

� Where have we come from?

� The need for change

� Our approach

Where have we come from?

Our strategy

Executing the strategyOur Four Pillars

• People

The people upon who we rely to serve our customers

• Property

The properties which house these people

• Technology

The technology we rely on to support processing our customers needs and requirements

• Supply chain

The suppliers critical to supporting service for our customers

The need for change

Our Approach

Some of our areas of focus

o Built in quality & compliance

o Automation

o Metrics

o Scenarios

Thanks for listening

I welcome any questions