Trust and Partnership: Strategic IT Management for Turbulent Times

CHAPTER 2

The Barrier

Trust and Partnership

I want to apologise to our Ulster Bank customers for the significant inconvenience caused by these technology problems. I recognise that being sorry is not enough; we believe we have fixed the initial problem and are now making inroads in catching up with the knock-on effects to our customers in Ulster Bank. My colleagues and I are fully committed in support of our Board, management and staff in Ireland who have been tireless in their efforts to support our customers. We recognise that we are important to Ireland. And Ireland is important to us. We have been steadfast in supporting customers in Ulster Bank through the financial crisis, maintaining a full banking service as others have left the banking market. We will continue to meet our responsibilities and ensure we restore normal support to our customers.¹

STEPHEN HESTER, RBS GROUP CHIEF EXECUTIVE NATWEST, RBS, AND ULSTER BANKS

The relationship between IT and business is often characterized by a lack of trust and partnership. Yet it should be simple: trust flows from credibility, and partnership flows from trust combined with common goals. But why is such a simple thing so difficult? The answer lies in business and IT performance and culture, how they come together in IT governance, and the lack of understanding of the common goals to be pursued together. Chapter 2 describes performance-based credibility, trust, a performance model, and leadership requirements, to understand the ...