ING Direct Opens New Frontiers via Mars Project for Mortgages in the UK

| Client story

Capgemini en el Reino Unido y en India trabaja con ING Direct, ayudando a dirigir un complejo programa de integración de numerosos partners tecnológicos y empresariales.

“We are very excited about the launch of our Mortgage Product and pleased that
we chose Capgemini as our development partner. Capgemini’s values closely aligned
with ING Direct’s and together we worked as a single team focused on successful

Simon Andrews, Operations Director, ING Direct UK

The Situation

Three years ago, ING Direct launched a highly successful savings product in the
UK. Key tenets of the product were keen pricing, excellent customer service and
high levels of automation. The bank wanted to repeat the success on a much more
complex process― Mortgages. Critical success factors included convenience and
simplicity for customers with high flexibility and automation that exploited technology.

The Solution

The solution was centered on ING Direct’s existing CRM system. It would demand
real-time interfaces with a host of business partners for processes like land
conveyance, valuations, credit scoring, fraud detection, card and automated payments.

Equally important, technology platforms based on J2EE, Oracle and Visual Basic
demanded adoption of Service-Oriented Architectures, SOAP web services for integration
and extensive use of XML. The resultant architecture had to be highly scalable
and available without compromising user security. 

ING Direct recognized the scale of the challenge―the largest implementation at
any ING Direct business unit, worldwide. Capgemini was closely involved as a strategic
partner from the outset. Rational Unified Process (RUP) was deployed as a software
development process. Rightshore™, Capgemini’s approach for distributed delivery,
was leveraged to include Capgemini specialists in the UK and India working alongside
an offsite team that included ING Direct’s technology partners.

The Result

ING Direct UK has a fully integrated, highly automated and secure customer-friendly
system. The level of automation is such that for many re-mortgage applications,
the only manual intervention required is verification of an applicant payslip.
The underwriting, valuations, land conveyance and payments are all coordinated
using real-time messaging with ING Direct’s business partners. Customers access
their application online.

“We awarded this key contract to Capgemini because of its technical skills, quality
of its people, willingness to work in close and flexible collaboration with us,
and above all its ‘can-do’ attitude – all attributes that we value highly in our
own staff. I am delighted that the end-result of the project fully matches our
high expectations.

Peter Knight, IT Director, ING Direct UK.