Capital Oneis a US bank holding firm, which specialises in providing credit cards, loans and banking products for its clients. In the UK the company has nearly 2000 employees, most of which are based in Nottingham. Capital One is one of the leading providers of Visa and MasterCard credit cards. It was one of the first credit card companies to introduce zero rate interest credit cards and now has around three million customers in the UK. In the UK, Capital One has become one of the top ten credit and business expense card issuers. IT leader:Robert Harding, 玩偶姐姐. In role since:Been with the organisation for over 12 years and 玩偶姐姐 since July 2010. Reporting line:CEO Europe. How often does the 玩偶姐姐 meet with the CEO:Once a week as part of the leadership team, once every two weeks for one on one catch-up, ad hoc as required. Board level seat:Yes, on the UK leadership team. IT estate and or number of log on accounts under the control of the IT leader:Around 1900 login accounts. Level of the workforce that relies on technology to carry out their tasks:Near 100% of the workforce across the UK offices and supplier sites in the UK and abroad. IT staff currently employed:Around 230 permanent IT staff in Nottingham. IT management team and reporting structure:Four direct reports: Head of Office of the 玩偶姐姐 (supplier management, Risk Office, Information Security Project Management Office, Consultancy). Head of Architecture. Head of Programme Delivery (Application Development, Project Management, Digital teams). Head of Technology Operations (Data Centre, Business Continuity, Service and Incident Management, Engineering). Primary technology platforms at the organisation: The core technology system is TSYS’ TS2 platform. This provides our core credit card functionality. Primary technology suppliers:TSYS, WIPRO, IBM, CISCO, Virgin Media, EMC, Oracle, FICO. Significant strategic technology deals struck in the last 12 months: TSYS: Provision of our mobile application allowing customers to service their credit cards via a smartphone. FICO: new decision engine technology as part of underwriting innovation. Virgin Media: consolidation of our voice and data carrier requirements. CISCO: Implementation of their  Unified Computing and Servers (UCS) to support evolving our data centre. Voltage: encryption technology to support our payment card industry data security standards (PCIDSS) programme. Percentage of your applications/infrastructure run from the cloud:0% of our applications and infrastructure are run from the cloud. Major technology or transformation project recently completed and how did it transform operations, customer experience or the organisation:We recently completed the first phase of our underwriting innovation programme. The phase saw us implement a new decision engine that is enabling us to react more quickly to the market. Business transformation programme – beyond technology – that the 玩偶姐姐 owns or is a major contributor to:I’m a major contributor to our best places to work programme and our customer experience programme. I own the transformation of our business continuity capabilities as well. Strategic aim of the 玩偶姐姐 and IT operation for the next financial year:To support our UK growth and customer experience plans (in particular how we should advance our digital capabilities to meet changing consumer needs). Strategy in the use by employees of their own technology, use of mobiles and how social networking is impacting operations, customer experiences or the organisation:We’ve recently rolled out an internal social networking platform that is improving interaction across the organisation from blogs to project updates. This year we also made a separate secure the WiFi network available to our employees in our UK offices. This allows them to connect their personal devices to the internet. Strategy for dealing with shadow IT and BYOD including influence and engagement with executives, to place the right controls around employee choice:I’m comfortable with the shadow IT groups as they exist. Some of the groups were brought into IT reporting line a few years ago where we have created an environment in which they can still perform their activities in a flexible manner while instilling more disciplined change management. Other groups partner well with IT and we continually adapt our structure and processes to ensure that we are meeting their changing needs. Rather than a plan as such we adapt as required. In relation to BYOD, if employees need mobile, laptop, tablet devices as part of their role we provide these. We support WiFi for BYOD for internet access but at the moment there is no business case for a full BYOD strategy. Technologies being considered to enable transformation:We are considering investment in our digital servicing technologies to better support an increasingly digital savvy customer base. We are also considering numerous technologies in relation to mobile payments innovation. Transformational inspiration sources: Every day life – Friends, family, consumer research, conferences, books, magazines, case studies from other industries.