Policy management for the digital world

Challenge

How do I act in the interests of my company, what authority do I have and how much room for action is there? Official instructions and internal compliance policies give employees a reliable basis for compliant behavior and correct processes.

Financial institutions in particular are subject to especially strict regulations. In the event of an audit, banks must transparently show which instructions their employees acted on and when - and archive their documents in all versions for ten years.

This is how an extensive policy-management system emerged at HypoVereinsbank, actively involving around 600 authors. Alongside product profiles and authority guidelines, about two-thirds of it consists of descriptions that map all of the bank’s processes.

Solution

In 2006 HypoVereinsbank introduced inxire. Since then the software has supported the company in communicating and implementing its internal policies across the entire authoring, approval and publication process.

Authors create their documents in the “EditorialSpace” and submit them for revision. The reviewers edit them in parallel and place the edited version in the “MasterReviewPlace”, where the author can accept or reject each requested change individually.

Bank employees access the published documents via a web interface with a clear hierarchy and convenient search. A subscription service automatically informs each user about changes to the topics relevant to them.

Relaunch offers even more functions

In 2016 HypoVereinsbank redesigned the Central Policy Service. The redesign incorporated the results of forty questionnaires, thirty phone interviews, four competitive analyses and two discussion rounds - resulting in an interactive, user-friendly working tool.

With “Smart Steps”, the software builds work instructions dynamically on top of one another based on user decisions and presents even highly branched instructions in a linear, optimized way. A personalizable home page, a self-learning search and feedback and gamification functions were added.

„All the new functionality is based on employee wishes. It was important to us that the Central Policy Service is perceived as a helpful, supportive instrument that makes colleagues’ work easier."

Claudia Bein Project lead for the redesign of the Central Policy Service, HypoVereinsbank

Result

The use of inxire has fundamentally improved HypoVereinsbank’s entire policy management and enables a much more efficient way of working. Employee acceptance has also risen sharply.

The turnaround time for processing comprehensive process descriptions has shortened considerably; simpler instructions are published swiftly after just a few steps. The simplified process presentation and the integrated status checklist save additional time.

Not least, customers benefit: advisors can view the legal changes of recent months and inform their clients even more precisely.

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