IT Organizations in the Digital Era

IT ORGANIZATIONS IN THE DIGITAL ERA
or labor arbitrage, but by automation alone.
Whilst there has been a significant amount of
automation in infrastructure operations for a long
time, we are now witnessing the automation of a
number of business processes and it will further
increase, supported by cloud. In the applications
space, there are also automation opportunities
for level 1, level 2 and level 3 support. Banks are
willing to spend money on automation in the
technology domain – budget that can be allocated
to new initiatives the majority of which will be in
the area of digital.
Vendor Consolidation
Since the last global financial crisis, several
outsourcing trends within the banking industry
have emerged, the most important of which is
vendor consolidation. Enterprises that once
worked with a number of different providers
now prefer to work with a few premium partners
– giving those partners a greater share of wallet
and the opportunity to develop a close
partnership with their clients. As the role of
technology in banks increases banks also accept
that they must collaborate with providers to
develop ideas and implement broader initiatives,
in outsourcing as well as in business
transformation and automation.
DEVELOPING A CULTURE FOR SUCCESS
At Infosys, we have developed a services
strategy that takes into account the changing
business environment and focuses on customer
concerns and needs. The key tenets of our
strategy are automating for productivity and
better cost savings within the core service lines;
introducing new service lines and platforms,
design thinking, and digital engagements with
the startup ecosystem; and building a more
purposeful, collaborative, innovation- and
performance-oriented culture.
It is important to note that automation is an
opportunity to reimagine business processes.
Enterprises that fail to understand this will end
up with an automated process that replicates
many inefficiencies and they will encounter the
same breakages that occurred with manual
processes. To be able to reimagine processes
in the new world is vitally important, especially
for banks. The reason a lot of legacy banking
applications are inefficient is that, historically,
there were many manual banking processes.
These were automated without consideration
of the fact that new technology platforms
facilitated a completely different way of doing
things. Banks must now ensure that they do
not repeat the errors of the 1970s when they
automated processes, such as loan disbursal
and underwriting, without taking into account
what the new systems made possible.
Infosys must also act in the role of innovator
and aggregator, helping banks create the right
ecosystem with fintech startups. In the startup
ecosystem, we see investments being made in
multiple technology platforms and business
areas. Fintechs are innovating everywhere,
whether in payments, or corporate lending.
However, banks have not successfully engaged
with them direct because of the large size and
scale of their constantly evolving ecosystem. It
is also unclear what degree of security fintechs
can deliver as well as how banks can work with
smaller players given their own regulatory
requirements.
Banks have also tried their own versions of
innovation accelerators and boot camps with
little success. Infosys has an ideal opportunity
to act as an intermediary, because we have
customer-specific contextual knowledge thanks
to our engagements with customers for over a
decade.
We have technical resources, consulting and
design capabilities and physical infrastructure
across the world that we can leverage to engage
with startups. We also have our own intellectual
property that not only complements the startups
in our ecosystem, but which they can also use.
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