Platforms – Are they coming?

I have used this blog to talk about platforms in recent posts. Last week, Richard Veryard, a UK blogger and “business technology evangelist” picked up on what I wrote in his blog here. Richard asks will financial services firms provide “radical improvements to customer experience and services”. He doubts it will happen soon, ends his post by saying “I live in hope”…

I to have hope that financial services companies will innovate in their product offerings and will get away from feeing the customers to death and a focus on their own bottom line to the detriment of their customers.

Examples are starting to trickle in… Here is one from earlier this week from PNC Bank. The PNC Virtual Wallet is a special set of accounts with little to no fees (assuming minimums are met) and provide a set of services around managing cash flow and savings.

Do you know of other examples?

Interesting view of things

A friend of mine tipped me onto Wordle.

Essentially, you point Wordle to your site or give it a set of text and it makes it into a Web 2.0 tag cloud.

So want to know what I try to discuss on this blog? Here it is:

Just for fun, the person after me did the Declaration of Independence…

MIT CIO Symposium – Financial Services Panel Notes – “Customer Experience” & “Focus”

I’m at the MIT CIO Symposium and am sitting in on the Financial Services panel. Here are my notes and I apologize if it comes out as a bit of a stream of consciousness:

Panelists are:
Niraj Patel (Witmer LLC)
Marc Gordon (CIO, Bank of America)
Keith Dennelly (MD, State Street Global Advisors)
Joseph McCartin (CIO, National City Corp)
Guillermo Kopp (ED, TowerGroup)

Alignment
Business IT alignment goes beyond business & IT all the way to the customer
One way on of the panelists worked to get alignment was to get on plane with user on flight all the way to Tokyo
B of A… IT is embedded within the business. People sit physically in the same location as the business. IT has a seat at management table. They are completely integrated parts of their businesses. Working to get aligned with customer is their commitment. Marc (and other B of A executives) spends 4 hours per week directly interacting with their customers.

State Street… His group is paid directly by line of business. Alignment is natural for them.

National City… IT used to have a line of business alignment. Now durable process orientation – alignment with customers. Ability to integrate product and services for customer benefit. Key direct reports are called Business Information Officers.

TowerGroup…. Don’t look inside out anymore (read: are the business processes aligned to what is being delivered to the customer). Instead, look outside in… What does the customer need and want? Web 2.0 technologies enables the customer to know faster what the companies can do for them. Clear focus on customer brings alignment both internally and with the ecosystem of suppliers.

What changes do you need to be making based on the economy, etc…
B of A… Doing 3 large acquisitions / integrations at once (typically they did acquisitions serially). The amount of change they are dealing with is unprecedented. They need to focus aggressively on only what needs to be done. Need to be keenly focused. “relentless focus” to handle the capacity of what needs to be done. They have had a dramatic reduction on the number of projects with almost no decrease in total spend.

State Street… Major leadership changes internally. Challenge to bring new leadership team up to speed and to make sure the technology team is aligned to their objectives. Focus is also a key. Customer of experience is a key – information more readily available and timely.

National City… Mortgage mess has made it very nasty. $7 billion recapitalization. Before this – all key projects were protected. These were all transformational. He did have to reduce staff and they did this by drawing down contractors. They closed some systems as they exited businesses.

TowerGroup… Customer driven innovation in products. Collaboration tools. Business intelligence. Customer intelligence. Need to release capacity for innovation. Typical FS firm uses 80% of IT spend for maintenance. Need to push that number down to increase innovation.

B of A… This is a time to differentiate ourselves – bring products to market to help customers in their situation.

How do you innovate given what the consumer is going through?

B of A… Traditionally bank was organized around products. Now it is organized around customer. We are agents of change. We have always had a platform for change, but that is a burning platform today. It is a wonderful time help customers.

National City… Know me, look out for me, reward me, and trust me. What is the customer’s objective? Business architecture review board is all business people and facilitated with IT. This group sets the strategy IT initiatives. Even given the financial challenges of the bank not one of these strategy projects has been impacted.

Are you willing to spend more to get another customer interaction?
B of A…. B of A measures failed customer interactions, and can translate that in dollars, customer experience, etc… It is critical for them to get more customer interactions.

State Street… Increased demand for business analytics. Institutional trading used to be a relationship game, now an analytic game.

From the Q & A

B of A… Expected to be the low cost IT department in the industry. Currently they are 25% better than the norm. The goal is not just to maintain that cost advantage, but improve the advantage.

B of A… Sponsoring the MIT Media Lab for 5 years. The goal of this sponsorship is to answer “what is the next generation of financial services?”

Keep it simple…

In yesterday’s WSJ, there was a quick article about how keeping it simple paid off for one champion programmer. In a nutshell, the story is this – TopCoder ran a component design competition where 9 finalists had 6 hours to produce a solution to a given problem. The winner’s secret? He spent the first hour interviewing the person who wrote the requirements, and then designed and coded a solution that met the written and unwritten requirements and did nothing else. Wow, what a boring and simple solution. What did our winner get? $25,000 for 6 hours of work…

Many tech projects fail / disappoint / underwhelm because they fail to meet the requirements. Many tech departments and IT service providers work in a mode where they code first, and ask questions later. Their goal is to get something out there to meet the need, and then clean-up the mess after. However, all to often, no one takes the time to actually clean-up the mess after…

The winner in this simple contest highlights something to me – fixed price engagements are critical in IT projects. By working on a fixed priced basis (again regardless of whether you use internal or external IT teams), the team putting the fixed price bid together is forced (if they want to manage project risk reasonably) to do significant up-front work nailing down the requirements, detailing the design, solidifying the plans, and establishing effective change control processes.

With modern project management / program management tools such as Daptiv, and collaboration tools such as wikis and blogs, projects can be managed more transparently than ever before. By combining transparent project management, open honest communication, fixed bids, and reasonable risk management, your IT department or IT service partner can dramatically increase its success rate on IT projects.

Enterprise 2.0 in Boston

If you were thinking of attending the Enterprise 2.0 Conference June 9 – 12 in Boston, you can get a $100 discount or a free demo pavilion pass if you register using the following Priority Code.

More on platforms….

So one question that came to me after yesterday’s post on platforms is this -> Is better to solve the problem at hand simply and directly, or build / deploy a platform?

Here is one answer I saw recently about whether to switch from PC’s to Mac’s in business.

Adopting—or even just adding—a new platform is more than buying a new computer: current applications need to be assessed for compatibility, sometimes requiring replacement or supplementation; employees need to be trained and conditioned to work in a different environment; and current support staff and procedure needs to be modified—and often supplemented—in order to span both the old and new platforms. The amount of time needed to successfully and effectively deploy something new is far greater than the time needed to throw out an old PC and buy a newer one. (source: http://www.macuser.com/business/macs_in_business_making_the_ca.php)

Switching to a platform is an event. It has switching, training, launching costs. These costs need to be considered. The benefits of a platform are often hard to quantify, but need to be considered as well. Accordingly, there will be many cases where making the solution a platform will not be worth it.

Some thoughts on platforms in financial services

As I’m on my last of 5 flights in 54 hours, I am thinking about the word Platform… This is a word that is being used a whole lot these days. Facebook is a platform. eBay is a platform. So is Amazon. Apple has several platforms: the iPod, the iPhones, the iTunes Music Store, the iMac…

What about financial services platforms? Sure, the firms I’ve worked in talked about their Equities business as a platform to deliver a variety of services to clients (e.g., sales & trading, research, banking, etc…). Then there are the technology platforms: the core order state engines (or order management platform), the messaging platform (was rnet the first platform I used in my career?), and the database platform. Is the instantiation of SOA a platform on which a variety of applications can be built? Sure…

Are there platforms that are external to the financial services firms? Surely, your Bloomberg terminal is a platform, and a pretty useful, albeit expensive one. Other products try to be a ubiquitous platform like Mayor Mike’s, but as I sit on my flight tonight I can’t think of a better Financial Services platform. What did I forget?

What makes a good platform? While not a comprehensive list, good platforms need to be extensible, they need to have utility beyond utility envisioned by the designers, they are foundational, they are simple, they are focused, they are powerful, they scale, and they are open. As we live in the age of Web 2.0 / Enterprise 2.0, I think modern technology platforms need to add two more features: (1) they incorporate, facilitate, and/or leverage collaboration, and (2) they are accessible and/or leverage the Internet (and are reachable via Web Services and/or SaaS?). What did I miss? Do you agree with my list of what is a good platform?

So, why does this all matter? When I designed applications I tried to build solutions that were a platform. One of the people in my career that had big impact on me told me that the best solutions solved not only the problem you were being asked to solve but two others. Over time, I took that to mean you should look to build solutions that either were a platform or solutions that leveraged an existing platform.

Amazon’s EC2 platform has revolutionized how startup technology firms launch their initial solutions. That platform takes away the need to have servers and lines in data center (and all of the staff and technology required to service this). You no longer need to forecast your demand and buy headroom. You simple pay for what you need and provision more space / power on the Amazon platform on demand.

What can financial services learn from this? I’ll explore that in future posts, but I encourage you to jump in and frame that conversation.

Talent challenges for Financial Services companies

Yesterday I had lunch with an old friend (and let me call him Mike for the purposes of this blog post). We had not had lunch together in over 15 years, and we both enjoyed catching up. My friend works at a large bank, and as I explained nGenera’s mission to him, his answer was “well that makes sense, but our firm can’t think in those ways” and “I wish the CIO, Jim, would take the time to consider these issues”.

As I reflect back on the lunch, it is those statements that keeps singing in my head… Why wouldn’t a large multi-national bank be interested in becoming an nGen? Wouldn’t they be better off if they do – and better off in the terms that Wall Street talks about – better off with increased shareholder value? Why wouldn’t a CIO, even in a challenging economic climate, want to strive to collaborate and innovate?

Let’s call Mike and Jim’s firm B.O.B. (Big Old Bank). B.O.B. is an amalgamation formed through purchasing and partially assimilating dozens of banks (some of which were quite sizable to begin with). They have many cultures. They operate in many countries. They popular press is questioning whether they are going to survive. They have a siloed and dysfunctional set of strategies that are not coherent and rational. They have an annual budget process that does not complete until well into Q2 and starts again in Q3. The budgets and strategies are top down and the people on the ground, the embedded leaders, are not consulted on preparing them, so they generally unrealistic, and the goals of the strategy and budgets are largely unmet in the end.

Our hero, CIO Jim, wants to be successful and has been at a firm that was successful. He knows how collaboration works. He knows how motivated empowered teams can do extraordinary things. However, he is fighting a mountain of resistance at B.O.B…. Jim has told Mike it will take 3 years and he’ll change the culture at B.O.B., and will make them a success.

I don’t see how Jim has 3 years to do this – if he does not solve this talent problem, and solve it quickly one of two things (or both) will happen:
(1) B.O.B. continues to have problems competing, and sells itself, shuts down, or other such remedy
(2) Jim loses his job

Jim needs to understand that he is facing a crisis, and in that crisis, he needs to act decisively and deeply. He needs new models of operating. He needs to be an nGen leader and he needs nGen talent.

Specifically, he needs to
(1) Harness the power of his embedded leaders by encouraging and rewarding open, honest, and collaborative communication. Put up a wiki! Look at what Best Buy did with theirs. Leverage this for innovative ideas. Projects that make sense. Solutions that add business value.
(2) Establish a process of continuous strategy, and a vehicle (the wiki again?) to collect and transparently vet all ideas publicly.
(3) Provide skills training for his key leaders on how to operate in a nGen
(4) Let teams self-select to solve issues. Another customer of ours had a consulting company pitch them 9 months and $1mm+ to put up a functioning wiki and get it adopted. The CIO there challenged his team and told them anyone who helped get a wiki up on the weekends would be paid $10,000 each for their troubles. It was done in one weekend for $50,000.

Jim, I know you are crushed right now, but I think it is time you acted decisively and deeply.

A month ends, a chapter ends, a chapter starts

I have been quiet in the blog for a bit too long for my taste, and as April ends here in NYC (and it is a beautiful day here, BTW) I am sitting at my desk reflecting on a lot of things. That led me back to my blog editor, MarsEdit and this post.

A chapter is ending today for me and my team. BSG Alliance has become nGenera in the past week, and around the change in name is a refocusing of my team’s work and some changes to our staffing. Friends and partners of mine are going in different directions. Some are staying with nGenera and are dedicated to taking the nGenera message to financial services. Others are moving on, and I hold out the hope and belief that we will continue to work together, but now as external collaborators instead of as internal partners. These changes have brought on this melancholy, and I’m sure the recent rains in NY (while much needed) did not help.

However, as I look forward to May I am very excited and energized about nGenera. The BSG Alliance I joined almost a year ago has transformed itself in more than just name. As nGenera we are truly something unique and new. We are no longer primarily a services company but rather a product company which collaborates with our customers to co-create their platform for business innovation. We have deep thoughtful research, and an incredible team led by Don Tapscott. We have strong capabilities in our nGen Talent, nGen Customer, and nGen Leadership product sets. We offer expertise on demand for our customers through our network of internal and external collaborators and partners. We have a collaboration platform that we leverage for foster innovation with our customers. We have specific industry focus for financial services, energy, and utilities. Finally, we have partners who bring their software to our customers through SaaS delivery via our innovation platform.

While as a blogger, I have no true idea who has interest in what I put out there, I have decided to rename and rededicate this blog today. I have changed the name from “Tom Steinthal’s Financial Services IT Blog” to “Innovation and Collaboration in Financial Services”. Further, I will use this forum to discuss issues related to nGen’s in Financial Services. Thank you for joining me on this journey.

SOA on Wall Street

Wall Street and Technology magazine posted this article regarding the Future of SOA on Wall Street. Penny and I talked in January, and she did a nice job of quoting me in this article. The only problem is calling BSG Alliance as simply an IT Consultancy. BSG Alliance is a platform firm that help firms become next generation enterprises on demand…