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Case study: communicating and reporting performance at the Co-Operative Banking Group

In order for performance information to be useful it has to be communicated and reported effectively throughout the organisation. This case study illustrates how the IT department in the Co-operative Banking Group ensured performance data is shared and reported to generate a common understanding and focus.

The Co-operative Banking Group forms part of The Co-operative Group, the United Kingdom’s largest consumer co-operative. Britannia Building Society merged with The Co-operative Banking Group in August 2009. The combined business provides a wide range of financial services, including retail and investment banking , insurance and asset management. It employs approximately 12,000 people and has 5.5 million customers.

The IT Operations & Development function (ITO&D) has undergone major organisational change since the merger. It now consists of six different functions, employing approximately 700 permanent staff, based in six different locations across the UK.