Bigger Story This article is part of ING's Annual Review 2015. read the 2015 Annual review


To support our strategic objectives, we need to do four main things: simplify and streamline, further strive for operational excellence, enhance our performance culture, and diversify our lending capabilities.

1. Simplify & streamline

Simplify and streamline refers to ING’s efforts to become a more effective and agile organisation, with increased decision-making speed. It also enables innovation and collaboration, and lowers costs.

2. Operational excellence

Operational excellence is required to ensure that ING’s operations deliver a seamless and flawless customer experience, providing our customers with the highest standards of data security. That means we need to upgrade and streamline our processes and IT systems. As we pursue our digital bank ambition, we are also making significant investments so that we have stable IT systems and platforms.

3. Performance culture

Performance culture is what ultimately makes a strategy work. That is why we’ve introduced the Orange Code in 2015 – a new set of values and behaviours which sets out our way of working. At the same time we are also making improvements to the way in which we manage performance and will introduce a new leadership curriculum early in 2016, as part of our efforts to enhance ING’s performance culture and ensure we deliver on our Orange Promise.

4. Lending capabilities

Lending capabilities refer to our need to broaden our lending capabilities to match deposit franchises. We need to diversify our lending capabilities in order to continue to grow our client franchises. To do so, we are seeking opportunities in SME and Consumer Lending, as well as focusing on Wholesale Banking lending growth in our Challengers & Growth Markets.