If ever there was a natural evolution of roles in any organisation, it is the progression from Chief Information Officer (CIO) to Chief Operating Officer (COO). In our business as a direct and internet bank, technology plays
a critical role in service delivery and should always be used to make the customer process as simple as possible.

Similarly, back office processes should be made as simple and streamlined as possible; where human intervention is required the priority is to ensure that staff are well trained, highly motivated and focused on the customer.