2013 Annual Report
INTANGIBLE ASSETS
INTANGIBLE ASSETS
Technology
New Data Center - Covering an
area of 800,000 m² and in service since
early 2014, the new Santander Brazil
Data Center represents the most
important development in the area
of technology at the Bank in recent
years. Located in Campinas, upstate
São Paulo, the new Data Center
was designed to ensure high levels
The new Santander Data Center in Campinas (SP)
of security, the standardization and
optimization of activities and maximum
energy efficiency and savings in the
use of natural resources. It is the only
center in Latin America to be given the
maximum rating by the system which
assesses the capacity and availability
of data centers (Tier IV, with 99.995%
availability) in the design and
implementation phases, resulting
in major gains in processing (88,000
MIPS of installed capacity), storage
(1.4 PetaBytes) and online transactions
(average capacity of 210 million
transactions per day, with the
approximate amount of 6,700
transactions per second on peak days).
The new Data Center is also a case of
construction eco-efficiency, highlighted
by an average reduction of 30%
in the consumption of energy, systems
for the reuse of rainwater and smart
installations for the use of sunlight
and cooling.
Mobility Strategy - In recent
years Santander Brazil has invested
in and consolidated a technology
infrastructure based on the corporate
layer model, in which the foundations
support the development and
provision of agile, safe and reliable
products and services to the end
customer on different platforms.
Based on a solid architecture of
systems and software and in line
with the concept of "Planning in
order to Grow", this strategy ensures
faster delivery and increased
efficiency on mobile service channels
such as tablets and smartphones.
Moreover, this helps the Bank
achieve the levels of technology
demanded for a multi-channel
banking service model, which will
be the trend for the next few years.
Information Security -
Information security is a
prerequisite in the relationship
between the client and the Bank.
As such, Santander invests heavily
in security mechanisms for both
its client service channels
and systems.
With this in mind, the Bank
adopts technologies and processes
such as the Protection Module,
Machinery Registration, Payee
Registration, SMS Token and
Physical Token for Internet
Banking; the reading of card
chips, security passwords and keys
for ATMs; and electronic keys and
card passwords for call centers.
The Information Security area also
features preventive processes, with
the regular review of accesses to
systems, directories and databases
regarded as critical to business, in
order to ensure these accesses are
compatible with each other, with the
relevant position, the area and the
tasks performed. Other important
practices include the management
of EHTs (Ethical Hacking Test) to
assess security levels in relation to
infrastructure and technology system
encryption; the continuous
improvement of policies for the safe
development of security systems and
operations; and the assessment of
projects under the information
security viewpoint. G4-PR1
Santander SELECT
Channels
Portals
Information Systems
Processes
MULTI-CHANNELS
Products and Services
Basic Structures
Innovation - Among the main technological innovations implemented in
2013, those in relation to Select, Santander Brazil's new high-income segment,
are worthy of note. One of these is the Telepresença's room, which enables clients
to clear up doubts on products or to receive financial guidance directly from the
Bank's experts, by means of virtual conversations held in areas specially designed
for this purpose in the branches. Client service using tablets at the branches and
the use of biometrics instead of passwords are also key features in this segment.
In order to be prepared for the expected increase in the flow of foreign tourists
for the events Brazil is due to host in the next few years, Santander launched the
Saque Internacional (International Withdrawal) project in 2013, which enables any
client, irrespective of his/her country of origin, to withdraw cash in local currency
and to be served in different languages on the Bank's self-service networks.
Another innovative move in terms of technology was the partnership entered
into with the Swedish company iZettle involving via mobile devices (see more
on Page 74).
" THE SANTANDER EXPERIENCE,
WHICH GUIDES THE BANKS BRAND
MANAGEMENT, IS BASED ON FOUR
CORNERSTONES: SIMPLE AND
CLOSE, WIN WIN, TRUST AND PRIDE.
AN EXAMPLE OF HIGH
TECHNOLOGY COMBINED WITH
ECO-EFFICIENCY, THE NEW DATA
CENTER WAS THE BIGGEST
INVESTMENT IN TECHNOLOGY
IN RECENT YEARS, ENSURING
SIGNIFICANT GAINS IN THE SPEED
AND SECURITY OF OPERATIONS.
WOMEN REPRESENT 59% OF
THE WORKFORCE OF SANTANDER
BRAZIL, WHICH HAS SPECIFIC
POLICIES FOR THE PROMOTION
OF THE DIVERSITY OF GENDER,
RACE AND DISABLED PEOPLE
IN ITS TEAMS.
8%
REDUCTION IN THE OVERALL
NUMBER OF COMPLAINTS*
* IN THE BANK'S VARIOUS CLIENT SERVICE
CHANNELS (2013).
100 Annual Report 2013
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