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Description
How's Your Bank Working From Home? - George Proorocu & Mihai Popa, ING Bank
Speakers: Mihai Popa, George Proorocu
When we were almost done with the transformation from a traditional bank into a tech company, 2020 came, and we had to make some further adjustments due to the Corona outbreak. Our presentation will guide you through "how did it work out". We always base our talks on "Why" are we presenting this topic and on the key takeaways for the people attending. Why? In 2020 our Bank went through many challenges starting from an increase in cyber-attacks / scams to organizational and other corona-related problems. We believe that we have some valuable lessons learned that can be helpful to any Corporation, and not only during a global pandemic. Takeaways: 1.How did the large banks adapt to the Corona situation 2. What were the challenges in our organization and how we approached them 3. From a cybersecurity point of view, what changed in 2020 in the banking sector?
For more Continuous Delivery Foundation content, check out our blog: https://cd.foundation/blog/
A
We're
gonna
talk
to
you
today
about
a
beautiful
story
about
how
we
managed
to
to
run
our
bank
while
working
from
home
in
a
year
where,
where
we
faced
the
biggest
pandemic
in
in
100
years,
it's
going
to
be
a
mix
of
stories.
It's
going
to
be
a
mix
of
learnings
and
things
that
we've
tried
to
to
what
in
ways
to
which
we
try
to
adapt
during
the
the
pandemic,
and
also
you
might
have
the
feeling
that
you
know
some
of
these
things.
A
Well,
you
know,
after
one
year
after
this
six
six
months
after
this,
this
started
to
cool
down.
Of
course,
it's
easy
to
to
say
that
you
know
what
you
have
to
do.
We
just
want
to
tell
you
the
the
story
and
the
approach
that
we
had
so
today,
alongside
with
my
friend
george
we're
gonna,
we're
gonna
talk
about
about
this.
A
Let's
start
with
with
a
short
introduction
about
who
we
are
so
my
name
is
mihai
poppa,
I'm
the
head
of
a
department
which
basically
creates
software
in
order
to
to
help
us
with
the
with
the
monitoring
and
operations.
Part
of
for
for
ing
the
software
is
written
in
java
and
the
customers
are
always
the
most
difficult
customers
that
can
have
our
4
000
soft
java
software
engineers
of
ing
and
george.
What
about
yourself.
B
A
Thank
you
very
much
for
the
short
introduction.
Let's
move
forward
now,
so
apart
from
from
our
our
names
and
then
the
the
job
that
we're
doing
it's,
I
think
it's
important
for
you
to
know.
Where
are
we
coming
from
as
well
we're
coming
from
romania,
romania,
it's
a
country
in
southeastern
europe
known
for
dracula,
dracula's
castle,
but
also
for
for
good
I.t
engineers
and
for
for
the
ones
who
are
from
europe?
A
Probably
you
also
know
it
from
from
one
of
the
the
most
beautiful
roads
in
europe
according
to
to
top
gears
bbc.
Let's
talk
about
our
company,
our
company
is
called
ing.
It's
a
dutch
bank,
headquartered
in
amsterdam,
the
netherlands
and
ing
is,
is
a
medium-sized
bank
which
is
heavily
focused
on
technology,
or
this
is
at
least
what
our
former
ceo
has
said
a
couple
of
years
back.
A
He
said
we
want
to
be
a
tech
company
with
a
banking
license,
so
ing
aims
to
hire
the
best
technology
talents
and
aims
to
develop
the
best
software
that
that
that
it
can
in
inside
the
company
we
are
the
the
bank
is
splitting
in
four
big
areas:
we're
talking
about
market
leaders
who
is
the
benelux
area,
so
that's
the
core
market
of
the
business
of
ing.
Then
we
have
the
growth,
the
growth
and
the
challengers.
A
So
for
challengers,
these
are
regions
or
areas
where
ing
is
trying
to
catch
up
and
you
know,
take
the
lead
and
the
growth
markets
are
the
the
areas
where
we
actually
have
a
huge
potential
to
grow,
comparing
to
to
the
the
spot
where
we
are
today.
Of
course,
we
cannot
neglect
the
the
wholesale
banking
area,
so
we
have
presence
in
multiple
countries
like
china,
united
states
or
south
america
with
our
wholesale
banking.
A
B
Indeed,
let's
dive
into
today's
topic,
so
for
me
it
was
quite
interesting
because
it
actually
started
in
asia.
I
was
there
when
the
pandemic
hit
the
news
and
it
escalated
rapidly.
This
photo
was
taken
on
first
of
february
in
japan
and
in
asia.
Everything
was
taken
seriously
from
the
beginning,
even
in
the
countries
where
there
were
only
a
few
cases
like
japan-
and
I
I
remember
that
the
face
masks,
for
example,
went
out
of
stock
from
one
day
to
another.
B
It
was
almost
impossible
to
find
one
and
from
there
I
came
directly
to
a
business
trip
in
in
romania,
but
when
I
arrived
in
europe,
I
was
a
bit
shocked
coming
from
asia,
where
all
this,
like
strict
testing
was
in
place,
masks
were
already
mandatory
in
some
places
and
there
were
extra
cautions
implemented
from
there.
I
arrived
in
a
place
where
people
were
looking
strange
at
me
for
wearing
a
mask
on
the
street,
so
yeah.
B
This
was
my
first,
my
first
impact
and
even
if
everything
was
okay,
I
decided,
of
course,
to
wear
a
mask
as
a
precaution
to
protect
everyone
and
because
there
were
not
so
many
things
known
about
corona
at
that
point,
so
I
wanted
to,
of
course
put
some
extra
safety
measures
in
place,
and
this
is
me
in
the
office
on
the
11th
of
february
but
I'll.
Let
me
high
now
tell
you
how
everything
started
from
managerial
point
of
view,
since
he
was
in
europe
at
that
point,.
A
Yeah
thanks
a
lot
indeed,
I
think
what
georgia
said
in
europe
were
taking
things
a
bit
not
too
seriously
at
that
moment
in
time.
I
still
remember
9th
of
march,
which
is
slightly
later
than
11th
of
february.
That
george
was
mentioning.
I
was
waving
to
one
of
my
colleagues
here
here
in
the
office,
and
I
was
telling
him
look.
I
hope
I'm
gonna
see
you
on
monday
and
he
said
likewise
well.
B
A
We
started
working
remotely,
everybody
was
sent
home.
Of
course
we
did
have
some
my
obvious
id
challenges.
We
with
the
internet
connection.
I
did
have
issues
with
my
isp
or
with
the
vpn.
We
were
used
to
work
from
home
like
two
three
days
a
week
before
or
one
two
days
a
week
depending
on
the
country,
but
of
course
the
vpn
was
not
designed
to
support
so
many
so
many
connections,
simultaneous
connections.
A
We
felt
in
many
occasions
that
we
actually
needed
a
little
bit
more
time
to
get
used
to
this,
and
this
is
what
actually
happened
the
last
thing,
and
then
I
did
like
that.
George
put
it
here
on
the
on
the
slide.
He
said:
hw,
ow,
so
home
way
of
working.
Of
course
we
had
to
adapt
and
everybody
had
to
adapt
the
home
way
of
working.
A
Apart
from
that,
the
first
three
months
were
also
about
you
know,
giving
accountability
and
trust.
So
you
send
all
we
sent
all
the
people
at
home.
Everybody
was
at
home,
but
we
had
to
to
give
the
accountability
and
the
trust
to
the
people,
because
obviously
this
was
was
something
you
you
couldn't
control
the
the
work
that
they
were
doing
so
so
close,
you
would
have
done
it
in
the
office
and
from
a
managerial
point
of
view.
I
think
this
was
a
big
step
and
it
was.
A
It
was
an
exam
for
both
the
managers,
the
company
and
the
individual
contributors.
Now,
of
course,
we
did
observe
two
behaviors,
so
we
gave
them
accountability
and
trust,
but
we
did
see
two
things.
Some
of
the
people,
like
myself
and
george
were
more
productive
because
it
was
more
quiet
at
home
and
we
were
working
longer
hours
and
we
were
actually
delivering
more
stuff,
but
we
started
slowly
to
get
tired.
A
And
then
we
were
getting
up,
maybe
at
seven
in
the
evening,
and
then
we
were
sitting
on
the
couch
for
the
rest
of
the
evening,
so
that
was
not
really
productive
and
then
we
had
other
people
which
were
saying
cool.
My
boss
can't
see
me
so
I'm
gonna
be
very
relaxed
and
I'm
gonna,
you
know,
touch
the
work
as
much
as
I
can
but
yeah.
How
long
can
these
habits
last?
They
didn't
last.
Actually
that's
too
much,
because
actually
what
we
try
to
do
we're
like.
Okay,
we
have
enough
work
to
do.
A
There
is
too
much.
We
have
to
do
something
about
it.
So
with
we
thought
about,
as
as
management,
it
would
be
good
to
reach
out
to
our
individual
contributors
by
by
by
leading
by
examples
by
giving
them
some
examples.
So
we
said
we
are
gonna
start
exercising
more.
We
are
gonna.
We're
gonna
buy
some
adequate
equipment
for
our
desk.
Because,
honestly,
I
didn't
have
a
proper
chair
like
I
have
in
the
office
or
a
proper
desk
yeah.
A
I
do
have
that,
but
it's
not
so
good
as
the
one
that
I
have
in
the
office
and
then
we
encourage
also
our
our
individual
contributors
and
our
colleagues
to
do
the
same,
and
now
this
is
this
is
only
the
let's
say.
This
is
only
the
part
where
we
tried
to
lead
by
example.
So
we
set
the
example
with
doing
sport,
and
we
said
the
example
would
say
where
we
said
look.
Maybe
we
have
to
buy
some
chairs,
but
we
also
did
some
other
stuff.
For
example,
we
said:
look
why
don't?
A
We
have
virtual
coffee
corners,
because
in
our
discussions
with
with
our
engineers,
one
of
the
things
that
they
mentioned
were
like
hey,
I'm
missing
that
coffee
corner
discussion,
I'm
missing
to
know
what
is
happening
in
the
organization
who's
leaving
who's
joining?
What
is
what
what
is
changing?
They
were.
We
started
also
organizing
events.
It
was
a
little
bit,
you
know
weird
at
the
beginning,
but
we
did
start
having
having
the
normal
events
that
we
were
having
in
the
past
like
celebrations
or
stuff,
like
that,
virtually
we
started
doing
also
virtual
virtual
games.
A
We
pushed
a
lot
for
that.
Just
to
facilitate
the
social
interaction,
because
we
were
feeling
that
people
are
are
like
robots,
you
know
they're
waking
up
starting
working
and
that
that's
it,
but
how
about
ing?
How
did
ing
support
us?
Well,
I
mentioned
earlier
that
we
led
by
example,
say
by
saying
that
we've
actually
bought
some
chairs
and
then
some
desks.
Well,
I
one
of
the
things
that
ng
helped
us
with
was
exactly
this.
They
facilitated
this
in
some
of
the
countries
they
they.
You
know
they
offered
a
budget
in
other
countries.
A
They
they
really
offered
this.
This
items
at
a
very
discounted
price,
also
ing
gave
the
possibility
to
to
have
a
like
a
rotation
system.
So
when
the
situated
health
situation,
the
pandemic
situation,
sorry
improved,
they
said
look.
We
know
that
some
of
you
actually
really
want
to
work
from
from
the
office.
So
we're
going
to
offer
this
possibility
on
a
longer
term.
A
They
said,
look
we're
going
to
adapt
the
policy
and
we
are
going
to
encourage
you
to
work
from
home
even
even
more
than
this,
and
last
but
not
least,
even
even
today,
so
we
are
still
not
over.
With
this
pandemic.
Inju
says:
look
we
can
think
about
longer
term.
So
in
longer
time,
yes,
you
can
work.
Six.
Seventy
percent
europe
all
from
home
from
your
work
time,
but
even
today
you
can.
You
can
like
50
of
your
time,
can
work
from
another.
B
A
Me
and
george
also
try
to
have
more
interactions
with
with
our
engineers.
So
when
I'm
saying
interactions
is
not
actually
about
the
one-to-ones,
we
did
regular
checkings
to
ask
them
how
they
do.
How
are
their
families
we
did.
The
we
did
ask
them
to
use
to
turn
on
the
camera
like
we
have
it
now
in
this
recording
right
to
have
the
camera
turned
on,
because
that
facility
facilitates
the
the
interaction
between
people
and
also
to
look
at
the
camera
when
they
speak
to
each
other.
A
We've
also
started
to
meet
outside
with
with
with
the
people,
from
our
teams
or
from
other
teams,
when
the
situation
allowed
just
to
facilitate
a
little
bit
the
social
interaction,
because
many
many
people
were
saying
yeah,
we're
feeling
like
robots,
and
we
should
talk
also
about
some
other
stuff
than
what
we're
talking
about.
Once
the
last
tools
were
about.
A
We
made
sure
that
we
feedback
the
company
with
the
tools
that
are
required
from
our
people
so
that
they
can
work.
So
we
have
adequate
vpn
speed
or
make
sure
that
some
of
the
tools
are
available
without
vpn
and,
of
course,
last
but
not
least,
we
trusted
the
people
to
the
max.
We
gave
them
absolute
full
confidence
to
do
their
work
and
now
it
would
be
to
to
move
forward
we're
gonna.
A
We
wanted
to
talk
to
you
about
a
very
interesting
topic,
so
we
told
you
just
a
story
about
how
we
try
to
go
through
this
pandemic
and
how
did
we
try
to
to
navigate
to
it?
But
george
is
gonna,
walk
you
now
through
some
very
interesting
topics
in
the
cyber
security
area,
because
cyber
security
was
also
a
very
important
topic
in
2020.
A
B
B
First
of
all,
everyone
was
suddenly
at
home
and
of
course,
we
had
a
spike
in
terms
of
mobile
and
web
usage
for
our
applications,
and
this
unfortunately
also
attracted
the
scammers,
and
they
started
targeting
these
channels
and
basically
fueled
by
a
wealth
of
readily
available
online
data,
combined
with
everyone
working
remotely,
it
became
let's
say
easier
for
criminals
to
carry
out
attacks
and
to
target
a
large
chunk
of
people,
and
there
is
a
very
interesting
report
that
is
published
by
europol
every
year.
The
last
one
is
from
october
2020.
B
It's
called
the
internet,
organized
crime,
threat
assessment
that
basically
sums
up
the
top
frauds
in
our
area
and
since,
as
I
mentioned
earlier,
we're
a
bit
limited
by
time.
I
will
only
talk
about
the
top
three
scams
and
focus
on
the
first
one,
since
it's
probably
something
that
most
of
you
are
not
are
not
aware
of,
and
this
is
the
scene
swapping.
B
Basically,
this
became
the
the
first
scam
trend
trend
in
europe
and
what
is
it
basically,
this?
This
sim
swapping
occurs
when
a
criminal
takes
takes
control
over
your
mobile
sim
card.
So
your
let's
say
main
phone
number
and
usually
the
criminals
target
the
victim.
So
it's
quite
a
targeted
attack.
They
initially
start
by
gathering
personal
data
through
different,
let's
say
information
that
you
may
publicly
post
on
your
social
media.
B
The
frost
service
will
try
to
basically
convince
the
mobile
phone
operator
to
either
port
the
phone
number,
your
phone
number
to
a
sim
card
that
they
own
or
to
order
a
new
sim
card
and
try
to
intercept
the
package
via
the
mail
mailing
system
or
even
in
some
cases,
try
to
get
a
new
sim
card
directly
from
the
shop
and,
of
course,
this
kind
of
differs
from
country
to
country,
because
they're
different
ways
in
which
the
operators
are
working.
But
these
are
kind
of
the
main
ways
they
are.
B
They
will
get
in
the
position
of
your
your
sim
card
and
basically
one
once
activated.
This
new
sim
card
gives
the
fraudsters
access
to
your
calls
text
messages
configure
the
apps
that
are
that
are
requiring
a
phone
validation
so
that
they
can
basically
reset
your
email
accounts
like
and
also
access,
for
example,
the
online
banking
and
other
critical
applications
that
you
may
use,
and
sometimes
this
is
also
done
via
some
automated
scripts.
B
So
you
actually
don't
have
much
time
from
the
moment
they
you
lose
connection
until
the
moment
they
actually
transfer
some
money
from
your
bank
accounts,
and
this
is
basically
the
fourth
step
well
where
at
the
point,
you're
going
to
notice
that
your
mobile
phone
lost
connectivity.
So
you
don't
have
network
anymore,
but
usually
in
in
these
cases,
you
either
think
that
maybe
you're,
maybe
in
a
zone
without
signal
or
your
phone,
has
some
issues
and
so
on.
B
So
in
many
cases
it's
only
like
a
matter
of
minutes
until
the
fraudsters
will
try
to
change
the
password
that
you're
in
of
your
email
account
and
then
start
digging
what
what
account
you
have?
What
are
the
critical
critical
applications?
You're
using
and
how
they
can,
maybe
even
like
start
transferring
some
money
and
yeah.
This
sounds
a
bit
yeah
quite
impossible
to
stop.
I
mean
how
can
you
actually
prevent
something
like
this?
Well,
there
are
a
few,
let's
say:
steps
that
you
can.
B
You
can
take
in
order
to
protect
yourself.
First
one
would
be
like
if
possible,
or
you
should
keep
your
key
accounts
on
different
phone
numbers
like,
for
example,
you
can
keep
your
main
email
accounts
on
one
mobile
number
and
then
your
banking
accounts
or
or
other
critical
applications
that
you
may
use
on
the
other
one
so
like
that
you
kind
of
have
a
split.
So
if
something
happens
with
one
of
them,
then
you'll
still
have
access
to
the
other
one.
So
we
do
not
be
able.
B
In
some
cases,
some
platforms
are
accepting
even
like
triple
authentication
so
like
that
you
can
have
your
password
an
sms
code
or
an
authentication
code
combined
also
with
a
special
token,
for
example,
or
yeah
different
types
of
authentication
means,
and
some
of
the
platforms
are
also
asking
for
a
double
verification
in
case
of
a
change
of
a
password.
So
you
basically
need
two
of
the
things
you
have.
You
need
the
phone
number
plus
another
another
of
the
mfa's
in
order
to
change
the
password.
B
B
B
They
need
an
urgent
payment
for
some,
let's
say
overdue
invoices,
or
they
will
like
build
a
story
to
make
it
urgent,
and
actually
these
attacks
are
becoming
more
and
more
sophisticated
and
they
have
a
lot
of
research
behind
and
they're
very
targeted,
because
basically,
the
criminals
are
recently
using
high-tech
solutions
such
as
impersonating
the
voice
of
a
sea
level.
So,
basically,
you
receive
a
call
and
it
will
be
the
voice
of
your
ceo
saying
that.
B
Yes,
we
have
this
urgent
issue.
Now
you
need
to
transfer
this.
I
just
sent
you
an
email
and
they
will
spoof
the
email
address
and
they
will
tell
you
that
yeah
the
email
might
be
in
spam
because
it's
very
urgent-
and
you
have
this
id
issue
and
we
really
need
to
make
this
payment
now
just
check
your
email.
You
have
all
the
payment
details.
There
make
the
transfer
right
now
and
yeah.
B
Basically,
what
are
you
going
to
do
in
that
case,
because
it's
the
voice
of
your
ceo,
you
know
the
voice
so
yeah,
it's
they're
becoming,
let's
say
more
and
more
complex.
So
there
are
many
many
people
from
the
financial
accounting
department
that
are
falling
into
this
and
yeah,
basically
the
in
the.
In
the
second
case
they
will,
they
will
do
more
or
less
the
same.
B
They
will
try
to
impersonate
the
the
vendor
that
is
sending
the
invoice
or
even
intercepting
the
the
invoices
on
the
mail
and
changing
the
bank
account
there
or
writing
like
a
letter
saying
that
yeah
we
changed
the
bank
account,
please
use
the
new
account
and
so
on
so
yeah.
This
is
kind
of
the
the
second
one
and
the
third
one
is
called
the
bank's
missing.
B
Instruct
you
to
call
a
phone
number
in
order
to
urgently
update
your
account,
because
there
is
a
there
is
a
security
breach
or
some
other
explanation
to
make.
It
sounds
very
urgent
and
basically
this
link
if
it's
on
url,
it
will
lead
for
to
a
fake
website,
and
we
come
back
to
the
same.
The
same
recommendation
that
we
had
earlier
so
never
ever
ever
insert
on.
You
know
dodgy
link
any
personal
information
or
in
case
of
a
phone
call.
B
A
Well,
I
think
you
should
have
said
that
the
the
obvious,
though
you
know
the
word
of
the
year,
you're
on
mute
when
I
started
talking.
So
I
think
this
was
a
very,
very
interesting
walk
through
the
most
important
cyber
security
threats
that
have
appeared
in
in
2020
now
as
a
conclusion,
as
it's
written
on
the
slide.
Exceptional
times
require
exceptional
measures.
So
it's
important
to
support
and
connect
with
your
colleagues,
it's
important
to
trust
your
employees,
it's
important
to
make
them
accountable.
A
It's
also
very
important
to
create
the
right
environment
for
this
new
normal.
So
you
you
can
trust
and
make
them
accountable,
but
you
also
have
to
give
them
the
the
space
to
to
be
able
to
to
be
successful
in
in
these
difficult
times.
The
last
one
is
all
the
yeah:
it's
it's
about,
staying,
staying,
a
step
ahead
of
scammers
and
also,
of
course,
stay
safe.
A
B
A
Well
then,
then,
I'll,
ask
you
I'll,
ask
you
a
question.
I
know
it's
still
morning,
and
maybe
people
are
are
a
bit
shy.
So
george
tell
me
a
little
bit.
How
is
how
is
this
going
to
move
forward?
So
we
have.
We
have
been
talking
about
the
pandemic
now
post
pandemic.
How
is
your
life
going
to
change
or
how
did
it
change
we're
a
bit
in
a
you
know.
B
B
Indeed,
I
think
at
the
beginning
it
was.
It
was
a
bit
complicated
for
for
me
because
yeah
as
we
all
started
working
from
home.
I
think
this.
This
was
like
a
general
problem
and
at
least
what
what
I
personally
tried
and
yeah.
It
was
something
that
we
also
discussed
with
with
our
teams.
Well,
we
we
had
to
do
this
separation
between
home
and
office
because
yeah,
it
suddenly
became
yeah.
The
office
became
your
home
and
your
home
became
your
office.
B
So
what
what
I
personally
did?
I
tried
to
implement
a
few
things
here,
because
before
I
was
just
just
working
and
then
yeah
at
the
point,
it
was
like,
let's
say,
8
p.m
and
yeah.
I
was
still
like
okay
I'll
just
finish
this
and
then
I'll
call
it
a
day.
So
I
had
to
do
this
separation
and
what
I,
what
I
did,
I
bought
a
standing
desk
and
what
I'm
currently
doing
during
the
day,
I'm
actually
sitting
I'm
just
standing
so
the
the
full
day
and
at
night.
B
B
I
usually
try
to
finish
at
the
kind
of
set
an
hour
where
I
where,
when
I
want
to
finish
and
in
order
to
do
this
separation,
because
before
of
course
I
was
finishing
at
work,
then
I
was
driving
home
or
walking
home
or
yeah
going
away
to
do
the
sports
and
so
on.
So
I
had
this
kind
of
like
segregation
between
the
two
places,
the
office
and
home,
and
what
I
did.
I
started
going
out
for
a
run.
B
So
when
I
finish,
I
just
go
out
for
a
run
or
I
go,
have
have
dinner
or
go
go
to
the
gym
now
that
they
are
open
and
yeah.
These
were
kind
of
the
main
things
that
I
implemented,
and
I
also
added
a
few
things
like
I
started
doing
like
a
whiteboard,
where
I
write
usually
all
my
things
that
I
need
to
do
during
the
day,
also
personal,
but
also
yeah,
some
things
that
I
I
I
have
to
do
in
yeah
at
work.
B
So
these
were
kind
of
the
the
main
things
that
that
I
did
so
far,
but
now
yeah,
as
you
know,
things
here,
starting
to
to
open
up,
at
least
at
least
in
europe.
So
now
yeah
we
can
go
back
to
the
gym,
go
back,
doing
some
sports
playing
football
swimming
and
so
on.
So
I
think
yeah
things
are
getting
more
and
more
into
the
right
direction,
since
we
yeah
many
people
are
already
vaccinated
for
myself.
B
A
Yeah
but
myself,
I
think
it's
not
actually
too
different.
Compared
to
what
you
said.
The
pandemics
are
gonna
still
be
around.
I
think
we're
gonna
still
deal
with
these
situations
and
I
think
we're
gonna
also
move
to
a
new
normal,
where
we're
probably
we're
gonna
do
a
hybrid
mode
between
work
from
homeland
and
working
at
home,
so
I'll
the
majority
of
the
things
that
you've
mentioned.
I'm
also
doing.