To get there, Nationwide has created a Blueprint for a Modern Mutual. One of its strategic drivers is ‘Focused, Fit and Fast’. To make good on that promise, Nationwide continually invests in its technology estate "both to respond to the evolving needs of our members and to ensure future service resilience. [...] This means providing the workforce with the 'digital' tools they need to deliver great customer service."
136 years of heritage
250 different building societies
+18,000 employees in the UK
Top 3 mortgage provider in the UK with 1.9 million mortgage accounts
Major provider of current accounts, credit cards, ISAs, and personal loans
Nationwide successfully migrated to Windows 10, but they faced a new challenge: adopting Microsoft's Evergreen release cadence. This would allow them to deliver OS changes in a more agile, low-cost, and flexible way, while still meeting their critical business objectives.
The Evergreen release cadence is a continuous delivery model that allows organizations to receive new features and security updates on a regular basis. This can help organizations to stay up-to-date with the latest security patches and features, while also reducing the cost and complexity of managing their IT environment.
To achieve this goal, the operations team used Juriba to automate the OS upgrade from scheduling and deployment to monitoring. According to Andrew Cooper, Release & Protect Manager, End User Services, this meant that the team could comfortably meet its commitment to upgrading 95% of end-users to Windows 10 within six months, whilst allowing ample time to tackle the final 5% of devices, which are notorious for being the toughest to remediate.
Departing from a traditional project-led approach has allowed Nationwide to maintain its desktop estate, on an increased yearly OS upgrade cadence, with an operations team that is one-third the size of the original migration team.
Using Juriba, Nationwide conducted thousands of activities across multiple programs, delivering a better user experience while building the capability to adapt flexibly to changing business demands. With every upgrade cycle, the team further improved the process by adopting additional Juriba capabilities to automate tedious manual jobs by transforming them into intelligent workflows, such as automated email communication and self-service capabilities.
Nationwide's experience shows that it is possible to adopt a continuous delivery model for OS upgrades without disrupting business operations. By implementing Juriba, Nationwide was able to achieve their goals of improved compliance, reduced costs, and improved security.
“We found that we could comfortably meet our commitment of upgrading Windows 10 to 95% of the end users within six months. Juriba is key to us achieving this objective. Doing so allowed us ample time to tackle the final 5% of devices, which are notorious for being the toughest to remediate and often require manual intervention or a device rebuild."
Nationwide is a company with a proud history of technical innovation: introducing their first computer system in 1966; trialing Iris recognition technology as a secure method of identification; being one of the first financial organizations to have a website; followed in 1997 by their launch of the UKs first retail Internet banking service.
Today, Nationwide uses a large set of applications to support its members and employees. To maintain a modern, secure, and supportable desktop estate, a variety of data sets are required to regularly test updates and safely schedule deployments to critical business units.
“One of the major advantages of using Juriba was the ability to access a consolidated view of all the data sources at once. We knew from the onset that our biggest challenges were the data itself because we depend on several, separate systems of record. We needed a way to fuse the data together to give us insights, and Juriba allowed us to do that in an easy and flexible way.”
“It is incredibly difficult to map your devices to the apps installed on the device, their users, the business areas they are in, and the critical business operations they depend on. With Juriba, we were able to cut the data to inform a deployment approach and answer those questions effectively. This has been absolutely pivotal for us in reacting to the constant changes we are faced with.”