Jahangiri: From an IT perspective, what’s the next big IT trend we can expect to see in New Zealand’s wider insurance landscape?


Vasey: Of course, online continues to play a vital role in financial services, and is an increasing priority for ING. Providers, customers and advisers are all looking for instant and seamless connectivity with each other and for the tools that will make their lives and jobs simpler.


For insurance, the concept of electronic application forms meets those objectives perfectly, providing benefits such as navigation, speed, transparency and linkage into underwriting, quote and admin systems.  Although these forms need to be managed through an adviser, they will facilitate the application process for everyone involved.


Jahangiri: In November 2009, ANZ acquired ING New Zealand’s (ING) insurance and wealth management business in New Zealand and Australia. What are the short-term IT integration plans (if any)?


Vasey:  ANZ operates a number of businesses and brands in New Zealand, and ING’s contribution to that model is as a specialist wealth management provider. From an IT perspective, there are certainly some key activities underway aimed at helping the company become a part of ANZ after previously belonging to the global ING Group. This is mainly around ‘connectivity’ and the enablement of shared access to information, files and resources.


Jahangiri: Which channel is proving to be most effective for ING New Zealand when acquiring and retaining new customers; and why? 


Vasey:  ING has a very strong association with the financial advisory industry, and we will continue to actively support and publicly advocate for the value of quality advice. Since our acquisition by ANZ, our potential reach has increased significantly via the bank’s channels. With the future very much around flexibility, we have to offer a multi-channel approach that enables us (as a provider) to be wherever our customers want us to be.


Jahangiri: Do you foresee a future where mobile technology penetrates the insurance market and why?


Vasey: Yes, I do. I see the web environment becoming more of a ‘mobile device platform’ so it can be portable and accessible anywhere. This is what consumers want and expect, as do advisers who are increasingly expected to respond quickly and professionally at all times. The use of iPads and similar hardware will offer an easy and unobtrusive way for both advisers and their clients to work through the application process, for example.


Jahangiri: What IT priorities are shaping your agenda for the next year?


Vasey: As a ‘service provider’ to the business, our focus is always on offering technology solutions that will help people meet their business priorities and deliver great performance. With two of our key strategic themes being the customer experience and efficiency in delivery, technology’s role becomes more than just an enabler.


Jahangiri: What are your thoughts on the potential of voice biometrics, particularly from a security and customer service standpoint?


Vasey: We are not considering any voice recognition products at this time. It’s still a relatively new technology and we’re not keen to experiment with the still complex configurations out there. We do currently record all of our contact centre calls and have a number of means by which we can identify our customers. 


Jahangiri: From a security perspective, what do you think are the key challenges for organisations seeking to embrace the cloud computing model?


Vasey: Once again, we’re taking the cautious approach on cloud computing (a type of internet-based grid delivery model for IT services). The problem is not really knowing what is in the ‘cloud’ and that makes me very nervous from a security perspective. Cloud computing is difficult to integrate between applications, so it’s still a very ‘cloudy’ issue in my mind!


Jahangiri:  How different is the ANZ technology roadmap compared with the global IT mandate you worked to under ING?


Vasey: As part of ANZ, we are realigning our IT standards to achieve a closer fit with the local needs of the business and our customers. Under ING, our practices always met minimum standards at least, so this means we’re already in an excellent position to achieve a similar synergy with ANZ.


Jahangiri: Every IT leader, particularly at your level, has a legacy they wish to be remembered for. What is yours?
 
Vasey: In the ever-changing and fickle world that is IT, I sometimes think that just achieving and maintaining stability is about as good as anyone can hope for. But in fact, the real and ongoing challenge in any company is reducing or ideally eliminating the tension that inherently seems to exist between people and technology.


If I could succeed in really re-connecting IT with the business during my time here – so that our people grow to ‘love’ and trust technology rather than be sceptical of it – I think I would be very content.