ING Investor Update 2022: Tech & Operations

ING Investor Update 2022 Tech & Operations

13 June 2022

A leading digital bank

With a scalable Tech and Operations foundation we grow our business at marginal cost

% mobile interactions	Customer base on One App
in 2021	% of total 2021 customers
91%	~50%

Costs under control	Tech & Operations costs
CAGR 2019-2021	in % of total 2021 costs*
+0.3%	~40%

* Expenses excluding regulatory costs and incidental items

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Scalable Tech & Operations is a key enabler of superior customer experience

Reusability	Modularity	Self service
Designing and building	Breaking up customer	Easier onboarding and
once, reuse in countries	journeys, facilitating	usage of modules locally
and segments	differentiation and
	optimising reusability

Automation and	Shared services and
digitalisation	capabilities
End-to-end straight-	Hubs leveraging
through-processing	expertise and using scale
	to drive productivity

Seamless digital experience

Shorter time-to-market

Consistent high quality

Lower cost-to-serve

3

Benefits of our scalable Tech foundation

Our scalable Tech foundation

Used by countries

Benefits

Proposition A

Shorter time-to-market

Reusable services and components

Consistent high quality

Banking Technology Platform

(Touchpoint)

Proposition B

Increased productivity Private and public cloud

Lower cost-to-serve

4

Proven Tech capabilities enabling in-country scale

ING private cloud

Consolidating and standardising

infrastructure

Workload on

(private) cloud

>70% by 2025

versus 34% in 2021

Banking Technology Platform

(Touchpoint)

Developing and running common

application components

Customer online traffic

using Touchpoint

>90% by 2025

versus 63% in 2021

OnePipeline

Rolling out tooling to support all development, testing and releasing activities of engineers

Adoption of shared

engineering platform

>90% by 2025

versus ~40% in 2021

* Annual gross cost saving by 2025

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