BANK OF AFRICA Digital Maturity Survey

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Penelope Marshall
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1 BANK OF AFRICA Digital Maturity Survey Results 10 th May 2017

2 Context & Objectives 2

3 CONTEXT As part of the BANK OF AFRICA Group Digital Transformation project, a questionnaire was sent out to all staff on 26 th April The objective of the questionnaire is to measure the digital maturity of staff so as to put in place action plans to support each bank. This presentation therefore summarizes the findings of the survey. 3

TURNOUT FIGURES 6 000 invitations More than 4 500

4 TURNOUT FIGURES invitations More than respondents (81%) About valid respondents (61 %) The repartition of respondents in terms of age and gender reflects the reality of the Group s 2016 HR figures 4

5 METHODOLOGY AND OBJECTIVES Key objective: Measure the digital maturity and expectations of BOA staff so as to determine appropriate action plans & Equipment Attitude Identify the digital practices in the professional and private space of staff Identify how staff think and feel about the digital transformation 16 questions Maximum notation : questions Maximum notation: 34 Expectations Determine the conditions of success of the project Digital maturity ranking Contraints & Solutions 5

6 DIGITAL MATURITY MATRIX In order to evaluate our digital maturity, 4 categories have been identified [A, B, C, D] depending on notation about (X-axis) and Attitude (Y-axis) 34 A - Passive people (need support) B - Digital Each respondent has been positioned on the matrix following his responses The matrix position will assist us in determining the targeted actions to organize to support the digital transformation D - Isolated (need to be ) C - The objective is to have all staff in quadrant B (impatient )

7 Digital Maturity Ranking 7

8 OVERALL RATING (BOA GROUP) 34 More than 90 % of BOA Group staff have a very positive attitude towards digital transformation ,9 % 71,2% Furthermore, more than 70% are very familiar with digital practices 20 A Passive people to support B Digital The Group is ready for a digital transformation: fertile ground with up-to-date staff D C 0,4 % 0,4 %

9 ANALYSIS PER COUNTRY 6 digital whereby majority of staff are in quadrant B) : France, Ghana, Kenya, Tanzania, Uganda and BOA Services Each bank should zoom in on the staff members in quadrants A, C and D Refer to the Annexes for details per bank NB: BCB* - Only about 30% of BCB staff participated in the survey so the statistics only reflect about 1/3 of Burundi s staff Filiale A B C D BOA-SERVICES 2% 97% 1% 0% BOA-UGANDA 6% 94% 0% 0% BOA-KENYA 7% 93% 0% 0% BOA-TANZANIE 6% 92% 2% 0% BOA-FRANCE 11% 89% 0% 0% BOA-GHANA 15% 85% 0% 0% BCB* 17% 83% 0% 0% BOA-RWANDA 23% 76% 1% 0% BOA-RDC 24% 76% 0% 0% BOA-BURKINA FASO 27% 73% 0% 0% BOA-COTE D'IVOIRE 28% 71% 0% 1% BOA-TOGO 29% 71% 0% 0% BOA-NIGER 37% 63% 0% 0% BOA MALI 37% 62% 0% 1% BOA-SENEGAL 38% 61% 0% 0% BOA-BENIN 43% 57% 0% 0% BOA-MER ROUGE 45% 55% 0% 0% BOA-MADAGASCAR 57% 40% 1% 2% Total 28% 71% 0% 0% 9

10 Constraints & Expectations 10

OVERALL IMPACT OF THE DIGITAL TRANSFORMATION Improve work

improve the work environment and conditions: Efficiency (21 %)

Financial results (9 %) Digital transformation must not only

improve our internal processes 13% Develop new competencies More

11 OVERALL IMPACT OF THE DIGITAL TRANSFORMATION Improve work environment & conditions of respondents expect the digital to improve the work environment and conditions: Efficiency (21 %) Work condition (15 %) Streamline process with more agility (14 %) 50% 37% Improve BOA Group brand Almost 40 % expect a positif impact on BOA Group brand Innovation (14 %) BOA image (13 %) Financial results (9 %) Digital transformation must not only revolutionize new Product & services for customers but also improve our internal processes 13% Develop new competencies More than 10 % of respondents expect to develop their competencies trough digital transformation 11

12 OVERALL CONSTRAINTS OF THE DIGITAL TRANSFORMATION Lack of vision of the digital initiatives 22% Lack of sponsors 8% Lack of training 29% 40% Fear of change and of loss of control over traditional paperwork 18% Inadequacy of available equipment 23% 40% expressed skepticism of the transformation due to fear of change and of losing control over paperwork as well as a lack of vision of the digital initiatives 12

Training 79% OVERALL STAFF EXPECTATIONS Collaborating tools 11% Tutorial videos on digital tools 9% Sentisization on digital opportunities 19% Internal

universe 10% Training within my business field 19% Staff expectations correspond with the constraints identified in the previous slide About 80% of

13 Training 79% OVERALL STAFF EXPECTATIONS Collaborating tools 11% Tutorial videos on digital tools 9% Sentisization on digital opportunities 19% Internal communication to keep me updated on BOA s performance and the industry 11% Training on digital solutions 21% Self-learning within the wide internet universe 10% Training within my business field 19% Staff expectations correspond with the constraints identified in the previous slide About 80% of staff expectations can be addressed by training (video tutorials, sensitization & training on digital opportunities & solutions as well as within business 13

14 OVERALL STAFF PRIORITIES Position the BOA brand in social media networks 7% Explore new products & services 11% Develop digital communication 11% Rethink customer relationship management via digital 20% Set up tools for better collaboration 19% Facilitate internal innovation processes 16% According to staff, the top priorities should be as follows: digital customer relationship management (20%) and collaboration tools (19%) Develop digital training programs 16% 14

15 OVERALL STAFF PRIORITIES Yes 17% Not enough 61% No 22% More than 80% of BOA Group personnel lack information on the Group s Digital Transformation; which is expected as the strategy is yet to be communicated. 15

16 VOTE OF THANKS The Management of BOA Group would like to thank all the staff that participated in the survey as this has gone a long way in measuring the digital maturity of our organization and determining the necessary action plans. The Digital Strategy and action plan will be shared with all staff in the next few weeks; this should address majority of the staff expectations identified via the survey. In case of any questions or feedback, please contact or write to BOASurvey@boaholding.com 16

17 Annexes 17

18 BCB* Department A B C D Administration 17% 83% 0% 0% Audit/Inspection/internal control 50% 50% 0% 0% Others 55% 45% 0% 0% Business development 0% 100% 0% 0% HR 0% 100% 0% 0% Commercial 30% 70% 0% 0% Communication 0% 100% 0% 0% Engagements & contrôles 0% 100% 0% 0% Finances 36% 64% 0% 0% Organisation 0% 100% 0% 0% Risk Management 0% 100% 0% 0% Support 14% 86% 0% 0% IT 0% 100% 0% 0% Total général 17% 83% 0% 0% 17 % Passive people to support Impatient 83 % 0 % 0 % *BCB s results represent only 30% of staff 18

19 BOA BENIN 57 % of respondents are digital Efforts should be placed on organisation and support 43 % 57 % Department A B C D Administration 45% 55% 0% 0% Audit/Inspection/internal control 25% 75% 0% 0% others 55% 45% 0% 0% Business development 0% 100% 0% 0% HR 33% 67% 0% 0% Commercial 37% 63% 0% 0% Communication 50% 50% 0% 0% Develppement 100% 0% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 50% 50% 0% 0% Finances 46% 54% 0% 0% Training 0% 100% 0% 0% Organisation 67% 33% 0% 0% Recovery & litigation 33% 67% 0% 0% Risk Management 50% 50% 0% 0% Support 64% 36% 0% 0% IT 17% 67% 17% 0% 43% 57% 0% 0% Passive people to support Impatient 0 % 0 % 19

20 BOA COTE D IVOIRE More than 70 % of respondents are digital Efforts should be placed on finance Department A B C D Administration 29% 71% 0% 0% 28 % Passive people to support 71 % Impatient Audit/Inspection/internal control 25% 75% 0% 0% Others 48% 52% 0% 0% Business development 0% 100% 0% 0% HR 0% 100% 0% 0% Commercial 25% 75% 0% 0% Communication 25% 75% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 25% 75% 0% 0% Finances 50% 50% 0% 0% Training 0% 100% 0% 0% Organisation 0% 100% 0% 0% Recovery & litigation 20% 80% 0% 0% Risk management 30% 70% 0% 0% Customer service 0% 100% 0% 0% Support 35% 65% 0% 0% IT 10% 90% 0% 0% 28% 71% 0% 1% 1 % 0 % 20

21 BOA BURKINA FASO More than 70 % of respondents are digital Efforts should be placed on finance Department A B C D Administration 29% 71% 0% 0% 27 % Passive people to support 73 % Impatient Audit/Inspection//internal control 25% 75% 0% 0% Others 48% 52% 0% 0% Business development 0% 100% 0% 0% HR 0% 100% 0% 0% Commercial 25% 75% 0% 0% Communication 25% 75% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 25% 75% 0% 0% Finances 50% 50% 0% 0% Training 0% 100% 0% 0% Organisation 0% 100% 0% 0% Recovery & litigation 20% 80% 0% 0% Risk Management 30% 70% 0% 0% Customer support 0% 100% 0% 0% Support 35% 65% 0% 0% IT 10% 90% 0% 0% 27% 73% 0% 0% 0 % 0 % 21

22 BOA FRANCE Almost 90 % of respondents are digital 11 % Passive people to support 89 % Impatient Department A B C D Administration 0% 100% 0% 0% Audit/Inspection/internal control 50% 50% 0% 0% Commercial 0% 100% 0% 0% Finances 50% 50% 0% 0% IT 0% 100% 0% 0% 11% 89% 0% 0% 0 % 0 % 22

23 GHANA 85 % of respondents are digital 15 % 85 % Department A B C D Administration 30% 70% 0% 0% Audit/Inspection/internal control 20% 80% 0% 0% others 0% 100% 0% 0% Business development 0% 100% 0% 0% HR 20% 80% 0% 0% Commercial 8% 93% 0% 0% Communication 20% 80% 0% 0% Developpement 12% 88% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 14% 86% 0% 0% Finances 0% 100% 0% 0% Organisation 0% 100% 0% 0% Recovery & litigation 20% 80% 0% 0% Risk management 11% 89% 0% 0% Customer service 22% 77% 1% 0% IT 0% 100% 0% 0% 15% 85% 0% 0% Passive people to support Impatient 0 % 0 % 23

24 KENYA 93 % of respondents are digital 7 % 93 % Department A B C D Administration 14% 86% 0% 0% Audit/Inspection/internal control 13% 88% 0% 0% Others 5% 95% 0% 0% Business development 0% 100% 0% 0% HR 0% 100% 0% 0% Commercial 8% 92% 0% 0% Communication 0% 100% 0% 0% Developement 10% 90% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 3% 97% 0% 0% Finances 13% 88% 0% 0% Organisation 0% 100% 0% 0% Recovery & litigation 0% 100% 0% 0% Risk Management 10% 90% 0% 0% Customer service 8% 92% 1% 0% IT 0% 100% 0% 0% 7% 93% 0% 0% Passive people to support Impatient 0 % 0 % 24

25 MADAGASCAR Only 40 % of respondents are digital 57% passive people to support. Efforts should be placed on the majority of the departments (9 out of 17) 57 % 40 % Department A B C D Administration 74% 23% 2% 1% Audit/Inspection/internal control 31% 69% 0% 0% Others 61% 35% 0% 5% Business development 50% 50% 0% 0% HR 61% 39% 0% 0% Commercial 53% 45% 1% 1% Communication 14% 71% 0% 14% Developpement 33% 67% 0% 0% Engagements & contrôles 81% 6% 0% 13% Finances 47% 53% 0% 0% Training 100% 0% 0% 0% Organisation 40% 60% 0% 0% Recovery & litigation 32% 63% 0% 5% Risk management 25% 75% 0% 0% Customer service 78% 17% 4% 0% Support 72% 28% 0% 0% IT 17% 78% 6% 0% 57% 40% 1% 2% Passive people to support Impatient 2 % 1 % 25

26 MALI More than 60 % of respondents are digital Efforts should be placed on Commercial, audit & risk teams Notation per department 37 % Overall matrix per respondent 62 % Department A B C D Administration 27,3% 72,7% 0,0% 0,0% Audit/Inspection/internal control 33,3% 66,7% 0,0% 0,0% Others 61,9% 33,3% 0,0% 4,8% Business development 0,0% 100,0% 0,0% 0,0% Human Ressource 0,0% 100,0% 0,0% 0,0% Commercial 40,6% 59,4% 0,0% 0,0% Communication 0,0% 100,0% 0,0% 0,0% Development 0,0% 100,0% 0,0% 0,0% Engagements & contrôles 100,0% 0,0% 0,0% 0,0% Finances 28,1% 65,6% 0,0% 6,3% Organisation 0,0% 100,0% 0,0% 0,0% Recovery & litigation 20,0% 80,0% 0,0% 0,0% Risk Management 33,3% 66,7% 0,0% 0,0% Customer service 100,0% 0,0% 0,0% 0,0% Support 47,6% 52,4% 0,0% 0,0% IT 0,0% 100,0% 0,0% 0,0% Total général 37,2% 61,5% 0,0% 1,3% A Passive people to support D B Impatient C 1% 0% 26

27 MER ROUGE 55 % of respondents are digital Efforts should be placed on all the administration department, finance and support 45 % Passive people to support 55 % Impatient Department A B C D Administration 100% 0% 0% 0% Audit/Inspection/ internal control 50% 50% 0% 0% Others 69% 31% 0% 0% HR 0% 100% 0% 0% Commercial 13% 88% 0% 0% Communication 0% 100% 0% 0% Finances 83% 17% 0% 0% Organisation 0% 100% 0% 0% Recouvrement et contentieux 0% 100% 0% 0% Risk Management 0% 100% 0% 0% Support 67% 33% 0% 0% IT 0% 100% 0% 0% 45% 55% 0% 0% 0 % 0 % 27

28 NIGER More than 60 % of respondents are digital Efforts should be placed on administration, credit, support 37 % Passive people to support 63 % Impatient Department A B C D Administration 63% 38% 0% 0% Audit/Inspection/internal control 43% 57% 0% 0% others 29% 71% 0% 0% HR 67% 33% 0% 0% Commercial 23% 77% 0% 0% Communication 0% 100% 0% 0% Engagements & contrôles 100% 0% 0% 0% Finances 44% 56% 0% 0% Organisation 0% 100% 0% 0% Recovery & litigation 50% 50% 0% 0% Risk Management 33% 67% 0% 0% Customer service 0% 100% 0% 0% Support 67% 33% 0% 0% IT 33% 67% 0% 0% 37% 63% 0% 0% 0 % 0 % 28

29 BOA RWANDA 76% of respondents are digital Efforts should be placed on HR and finance 23 % 76 % Department A B C D Administration 14% 86% 0% 0% Audit/Inspection/internal control 0% 100% 0% 0% Others 38% 63% 0% 0% Business development 11% 83% 6% 0% HR 50% 50% 0% 0% Commercial 17% 83% 0% 0% Communication 0% 100% 0% 0% Developpement 0% 100% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 0% 100% 0% 0% Finances 44% 56% 0% 0% Recovery & litigation 33% 67% 0% 0% Risk Management 17% 83% 0% 0% Customer service 39% 61% 0% 0% Support 0% 100% 0% 0% IT 0% 100% 0% 0% 23% 76% 1% 0% Passive people to support Impatient 0 % 1 % 29

30 BOA SENEGAL More than 60% of respondents are digital Efforts should be placed on credit, finance and risk management Department A B C D Administration 33% 67% 0% 0% Audit/Inspection/internal control 44% 56% 0% 0% Others 44% 56% 0% 0% HR 67% 33% 0% 0% Commercial 37% 62% 0% 1% Communication 25% 75% 0% 0% Digital 40% 60% 0% 0% Engagements & contrôles 50% 50% 0% 0% Finances 50% 50% 0% 0% Organisation 0% 100% 0% 0% 38,5% Passive people to support 61 % Impatient Recovery & litigation 17% 83% 0% 0% Risque Management 75% 25% 0% 0% Support 27% 73% 0% 0% IT 0% 100% 0% 0% 38% 61% 0% 0% 0,5 % 0 % 30

31 BOA SERVICES 97% of respondents are digital 2 % 97 % Department A B C D Administration 25% 75% 0% 0% Audit/Inspection/internal control 0% 100% 0% 0% Others 0% 92% 8% 0% HR 0% 100% 0% 0% Commercial 0% 100% 0% 0% Communication 0% 100% 0% 0% Developpement 0% 100% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 0% 100% 0% 0% Finances : 0% 100% 0% 0% Organisation 0% 100% 0% 0% Risk Management 0% 100% 0% 0% Customer service 33% 67% 0% 0% Support 0% 100% 0% 0% IT 0% 100% 0% 0% 2% 97% 1% 0% Passive people to support Impatient 0 % 1 % 31

32 BOA TANZANIA 92% of respondents are digital 6 % 92 % Department A B C D Administration 0% 100% 0% 0% Audit/Inspection/internal control 0% 100% 0% 0% Others 0% 100% 0% 0% HR 0% 100% 0% 0% Commercial 4% 93% 4% 0% Communication 0% 100% 0% 0% Developpement 4% 96% 0% 0% Engagements & contrôles 15% 85% 0% 0% Finances 0% 100% 0% 0% Training 0% 100% 0% 0% Organisation 0% 100% 0% 0% Recovery & litigation 0% 100% 0% 0% Riss Management 0% 100% 0% 0% Customer service 10% 86% 4% 0% IT 0% 100% 0% 0% 6% 92% 2% 0% Passive people to support Impatient 0 % 2 % 32

33 BOA TOGO More than 70% of respondents are digital Efforts should be placed on audit/inspection/internal control Department A B C D Administration 17% 83% 0% 0% Audit/Inspection/internal control 50% 50% 0% 0% Others 55% 45% 0% 0% Business development 0% 100% 0% 0% HR 0% 100% 0% 0% Commercial 30% 70% 0% 0% Communication 0% 100% 0% 0% Engagements & contrôles 0% 100% 0% 0% Finances 36% 64% 0% 0% Organisation 0% 100% 0% 0% Risk Management 0% 100% 0% 0% Support 14% 86% 0% 0% IT 0% 100% 0% 0% 29% 71% 0% 0% 29 % Passive people to support 71 % Impatient 0 % 0 % 33

34 BOA UGANDA 94% of respondents are digital 6 % 94 % Department A B C D Administration 0% 100% 0% 0% Audit/Inspection/internal control 17% 83% 0% 0% Others 5% 95% 0% 0% HR 0% 100% 0% 0% Commercial 6% 94% 0% 0% Communication 0% 100% 0% 0% Developpement 3% 97% 0% 0% Digital 0% 100% 0% 0% Engagements & contrôles 5% 95% 0% 0% Finances 0% 100% 0% 0% Recovery & litigation 0% 100% 0% 0% Risk Management 0% 100% 0% 0% Customer service 8% 92% 0% 0% IT 22% 78% 0% 0% 6% 94% 0% 0% Passive people to support Impatient 0 % 0 % 34

35 AISSA 100% of respondents are digital 0 % 100 % Department A B C D Recovery & litigation 0% 100% 0% 0% Support 0% 100% 0% 0% IT 0% 100% 0% 0% 0% 100% 0% 0% Passive people to support Impatient 0% 0% 35

36 THANK YOU FOR YOUR ATTENTION

( A JICA-IRRI-PhilRice Initiative) Presented by Noel Magor, Head Unit Impact Acceleration and Training Center, IRRI

( A JICA-IRRI-PhilRice Initiative) Presented by Noel Magor, Head Unit Impact Acceleration and Training Center, IRRI Long partnership between; IRRI & PhilRice IRRI & JICA PhilRice & JICA The Season Long