National Shared Services

Through a global alliance with Concert, NSS is making substantial investments in building unrivalled Internet protocol networks and innovative, web-based solutions that are expected to provide additional ebusiness products and services for our customers. Concert is a joint venture between British Telecom and AT&T in the United States. The alliance with Concert, announced in late 1999, will also assist in the building of the National's corporate intranet, aimed at streamlining internal processes.

Leading software provider, Siebel Systems, is working with the National to provide a global, integrated Customer Relationship Management solution. We are in the process of upgrading our customer relationship systems across all global distribution channels and businesses to ensure uniform customer information and service.

The National Services Information Technology Enterprises (NSITE) unit is driving the information technology component of programs to upgrade ATM services, Internet banking, customer relationship management and customer response centre activities across the National.

In Australia, Lending Services completed the conversion of the Retail Financial Services, Premium Financial Services and Private and Business Financial Services segments into centralised document processing centres; and significantly improved the average time taken to produce home loan documents.

In Europe, Collections launched a debt collection service externally in January 2000. Results of the first trial exceeded expectations.

Transaction and Business Services has delivered significant cost savings over the past 12 months through major process re-engineering initiatives across all regions. It is also investing heavily in people through enhanced reward and recognition schemes and international exchange programs.