Q1 2020 IMS Presentation
Committed to customers, colleagues and communities
.
•
.
.
Customers
For personal customers, payment
breaks and flexible arrangements on
mortgages and loans
For business customers, payment
breaks, emergency working capital,
and FX products
Innovation has enabled rapid response
to urgent needs; 64% of Irish mortgage
payment breaks processed digitally
c.18k customers have activated
the Group's Online service between
mid-March and the end of April
. Other supports include:
-
-
Tailored services for vulnerable
customers
Dedicated phone line for healthcare
workers
Waived contactless fees and
increased limit to €50
• High resilience of all Bank systems in
unprecedented crisis, reflecting core
banking investments
•
The Group's NPS has seen a 12 point
increase in 2020, reflecting the actions
taken to support customers in Ireland
Colleagues
c.70% staff working from home;
prior rollout of Agile working
supported increased capacity
and ways of working
Temporarily closed smaller
branches reflecting reduced
footfall; enables colleagues to be
reallocated to services most in
demand, and to support social
distancing
Colleague supports include
mental and physical wellbeing
app, 24/7 health support line,
and COVID-19 communications
hub
Supporting colleagues required
to provide childcare or family
support
Allowance scheme for colleagues
working in front line and on site
locations
.
.
•
Bank of Ireland Q1 2020 IMS Presentation
Communities
Constructive engagement with
Irish Government and state
bodies to support re-boot of
Irish economy, with particular
focus on SMEs
Fast track of payments to all
the Group's SME suppliers to
support cash flow
Donated €1m in emergency
funding for communities with
urgent needs, with 13 projects
fast-tracked
Launched a new Begin Together
Fund aimed at supporting those
who are supporting others
during COVID-19
• Active programme of senior
management engagement with
shareholders throughout crisis
Group AGM will be staged in
virtual format
Bank of Ireland
4View entire presentation