News

NatWest, RBS allocate $1.7B to improve digital services, ATM access

Funds will be used to enhance mobile and online banking, upgrade branch technology, and improve access to cash, with the addition of nearly 100 new ATMs.

June 30, 2014

NatWest and RBS have announced plans to inject 1 billion pounds ($1.7 billion) into personal and small business banking by 2017. Funds will be used to reconfigure branches, enhance mobile services and add scores of new ATM locations.

According to a news release, the commitment supplements planned investments in bank-wide systems upgrades. Customer service improvements will include:

• mobile banking that allows customers to view and amend regular payments on mobile devices as well as online;
• online banking that is more intuitive and allows content to be tailored to the individual;
• improvements to more than 400 branches, including the addition of iPads for online banking access by customers and Wi‐Fi that lets them use their own devices in-branch;
• almost 100 new ATM locations across the U.K. to increase cash access, and almost 600 more cash and deposit machines in branches to accept checks, cash and coins.

The investment is driven by a dramatic change in consumer behavior, the bank said, which includes an increase of 200 percent in customer use of online and mobile technology.

"Our customers’ needs are rapidly changing, they want to bank day‐to‐day in the most convenient ways available," said Les Matheson, CEO of personal and business banking. "We must respond to their needs and continue to improve on the service we offer both online and on mobile."