AVBOB Integrated Annual Report 2018

Further detail on the above, as well as on the Solvency Assessment and Management risk regime for insurers is set out fully in the Risk and Capital Management Report. Reporting fraud The Group has a number of business-specific fraud and ethics communication channels in place for use by all stakeholders e.g. employees, customers and authorities. To provide these stakeholders with as many different options as possible to report fraud, the following channels are available: • Whistle-blower hot line • Direct contact with the Forensic Department • Internal Audit Department Information and Communication Technology In our holistic and integrated approach, we are simultaneously transforming customer value and improving our operations for extracting, delivering and growing business value from technology. Information Communication Technology (ICT) operates at the epicentre of business operations with a core focus on a transformation strategy. ICT’s plays a pivotal role in the Group’s business strategy by increasing productivity through automation and technology, enabling greater efficiency and competitiveness. The intent, as always, is to establish the connection between our corporate vision and technology-enabled execution. The role of ICT as a thought leader, is also important as we monitor new technology initiatives and then provide advice and insight to the Group about the upcoming and latest competitive developments. ICT’s continued purpose is to innovate, design and implement flexible, resilient and cost-efficient infrastructure, reliable ongoing production operations, and on-time high quality project execution initiatives based on three strategic goals, namely: innovation, continuous improvement and putting our customers first. ICT is driven by innovation, immediacy and customer centricity. Digital has advanced our thinking from not just making a difference but also to providing a passionately compelling customer experience. Our focused activities have shifted from the development of products and services to the development of an outcome for our customers. The Board is responsible for the governance of ICT and the Audit-Risk Committee has been tasked with assisting the Board in carrying out this responsibility. In exercising their responsibility, the Board has ensured that prudent and reasonable steps have been taken with regard to ICT governance, which is an integral part of enterprise governance, in assuring that ICT sustains and enables the Group’s strategy and objectives. The Group’s strategic priorities are premised on using ICT to strategically position the Group. They are underpinned on the delivery of a high quality environment, steered towards the capability of offering a superb business service and an innovative technology environment that embraces the “digital revolution” and mainstreams the “virtual” to enhance our employee and customer experience. The ICT Steering Committee is chaired by business, with a focus on key business initiatives and the value that business requires from the investment in technology. The development of risk frameworks and taxonomies encompasses ICT risk and this receives attention at all levels, but particularly by the Audit-Risk Committee. ICT governance and continuous awareness is an ongoing process which takes place at all levels within the Group. The transformative power of ICT has enabled us to step up our governance responsibility and balance flexibility, accountability, transparency and efficiency. The impact, over the past year, extends well beyond productivity gains by improving access to services, enhancing connectivity and changing the ways in which our people do business. 32