Leading GDPR Excellence with ARIS and Alfabet
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- ARIS Architect
- ARIS Connect
- ARIS Aware
- ARIS Enterprise Architecture Management
- Alfabet IT Portfolio Management
- Alfabet GRC
Tech Stack
- Enterprise Architecture
- IT Portfolio Management
- Governance, Risk and Compliance (GRC)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Digital Expertise
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Regulatory Compliance Monitoring
- Process Control & Optimization
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Founded in 2010, Metro Bank PLC became the first new mainstream bank to go to market in the U.K. in more than 100 years. It has achieved phenomenal growth in a notoriously tricky market, mainly by acquiring customers from its rivals through focusing on the in-branch user experience. Just seven years from its founding, the bank’s 3,000 employees are responsible for assets of more than £21.7 billion a year. Metro Bank scaled these heights in such a short time by taking a laserlike focus on customer experience, for example, by opening on Sundays, launching its brick-and-mortar locations as retail-like stores rather than staid branches and measuring success based on customer experience.
The Challenge
Metro Bank, the first new mainstream bank in the U.K. in over a century, faced several challenges. As a newcomer in the field, it sought to balance well-established protocols related to process planning, optimization, and efficiency with the demands of savvy customers for excellent service and great products. The looming deadline for enforcement of the EU General Data Protection Regulation (GDPR) in early 2018 added to the pressure. In 2017, it was time to call in the experts, the ones with the best solutions in the business. With Software AG’s ARIS, the team mapped processes at an award-winning rate. Starting from manual, dispersed records, Metro Bank mapped more than 280 processes in less than a year—20 percent of which was regulatory. Over time, this extended to include more than 1000 new GDPR-specific models and 250 OCIR processes in ARIS.
The Solution
Metro Bank used Software AG’s ARIS and Alfabet solutions to tackle its challenges. ARIS allowed the bank to methodically document processes, plan strategically, identify gaps and dependencies, and implement robust change-control, governance and enterprise architecture management. Having embedded ARIS as an enterprise architecture capability, Metro Bank was in a great position to leverage the investment in order to comply with the GDPR requirements for data protection and privacy. Prior to this, the bank had no structured repository for its processes that consumed customer data and no way of linking data used to processes and applications. A year after getting started with ARIS, Metro Bank added Alfabet—which is proving key to the bank. The bank is building all its strategic IT roadmaps in Alfabet and has started to track application utilization across key customer services.
Operational Impact
Quantitative Benefit
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