Rod PennycookExecutive Vice PresidentRBC Banking

Presentation to analysts and institutional investorsToronto – October 23, 2003

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Straight Through Processing (STP)New Web-based toolsFoundation for superior client experience

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Digital imaging Service platform for tellers Product STP

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Digital imaging

– enhanced web application– competitive leadership

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Tracing long-standing client irritant 1.2 million trace requests annually STP improves client experience, increases efficiency, reduces costs Images retrieved in seconds not daysImmediate answers to client enquiries

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00002 0990135

2003/08/01 2003/08/25

6877.58

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Potential for other applicationsonline bankingsignature verification fraud detectioninternal research and investigationsCD Rom images for corporate clients

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Digital imaging Service platform for tellers Product STP

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Superior client experience:simplifying branch transactionseliminating paper-based transactions ensuring errorless transactions enhancing sales and service support

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New functionality includes:single point of access for client informationdisplay of sales leadspaperless deposits and withdrawalsintegrated foreign currency transactionsitemized transaction receiptselectronic print capability: drafts, money orders

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High speed transmission lines: teller access to our employee intranet site future STP applications 90% of branches completedremaining branches – April 2004

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Service platform replaces DOS application

Implementation scheduled over 12 months

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The client profile gives an overview of client

demographic and general banking information.

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Identifies sales opportunitiesfor the client

A list of all transaction accounts. The account descriptor matches the

account name used for banking machine access.

Lists all the other asset and liability accounts owned by

the client that are not shown in the initial view

Ability to do multiple transactions in multiple currencies

in a single session.

The client session must be balanced before the transactions

are posted.

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The status of the lead can be updated using the

drop down box

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Integration with other eBusiness Architecture Components

digital imaging

digital signature verification

electronic bill payment

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Illustrative

980 Combinations of Product-to-Channel

INDUSTRY MODEL

Client

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Common Process Component - a modular set of activities that perform a discrete function, independent of any other set of activities that form part of an overall process, and is common across multiple processes.

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Vertical Processes Common ProcessComponents

Open – Mortgage, GIC, PDA

Close – Mortgage, GIC, PDA

Transact – Mortgage, GIC, PDA …

Maintain – Mortgage, GIC, PDA

Renew – Mortgage, GIC, PDA

Horizontal Processes

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Program consists of 28 initiativesInitiatives fall into two categories

– STP for product origination and fulfillment– supporting technology initiatives

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Client• Foundation for consistent client experience across all

channels/products• Enhance the ability to deliver a superior client

experience• Reduction of customer irritants.Financial• Cost reduction through significantly decreased manual

hand-offs and re-workEmployee• Enhanced employee capability by simplifying

processes and meeting client needs more effectively

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Common Channel

(In-Branch and On-Line)

Customer History

Rules Engine

Legacy andIn House

Applications

3rd Party Interface

INPUTS PROCESSES SERVICES

RBCMain

BusinessProcess(BPM)

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RBCMain

BusinessProcess(BPM)

Common Channel

(In-Branch and On-Line)

Customer History

Rules Engine

Legacy andIn House

Applications

3rd Party Interface

System Request for Consolidated Client Data

Return Personal Client Data

INPUTS PROCESSES SERVICES

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Common Channel

(In-Branch and On-Line)

Customer History

Rules Engine

Legacy andIn House

Applications

3rd Party Interface

Query For ExistingMortgage Application

Return ApplicationDetails To

Personal Banker

INPUTS PROCESSES SERVICES

RBCMain

BusinessProcess(BPM)

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Mr. And Mrs. Williams have a partially completed mortgage application on file, from Online Banking on October 22, 2003.

Would you like to continue with that Application?

Mortgage Application on File

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Common Channel

(In-Branch and On-Line)

Customer History

Rules Engine

Legacy andIn House

Applications

3rd Party Interface

INPUTS PROCESSES

GICEvaluation

Provide GICWizard Pop-up

to Personal Banker

Call to Rules Engine

SERVICES

RBCMain

BusinessProcess(BPM)

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Closing Date: February 28, 2004

Investment Opportunity: 3 months at 2 3/4% Preferred Rate

Investment Amount: $100,000.00

Would you like to move your money to:

Existing Money Market Mutual Fund New 3 Month GIC

GIC Wizard

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Common Channel

(In-Branch and On-Line)

Customer History

Rules Engine

Legacy andIn House

Applications

3rd Party Interface

Request to Validate New Address

BusinessPartner

for AddressValidation

Update In BranchBanker

Update customer system

INPUTS PROCESSES SERVICES

RBCMain

BusinessProcess(BPM)

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=Postal Code Corrected

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February 28, 2004

GIC: 3 month (short-term)

Amount: $100, 000

Maturity Date: February 26, 2004

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Common Channel

(In-Branch and On-Line)

Customer History

Rules Engine

Legacy andIn House

Applications

3rd Party Interface

Appraiser receivese-mail,

completesrequest

andsends

responseback to RBC

UpdateCustomer

andApplicationDatabases

Update In BranchBanker

Request for Appraisal

INPUTS PROCESSES SERVICES

RBCMain

BusinessProcess(BPM)

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Alert MessageThis is an automated alert from RBC Banking to inform you that anew appraisal request has been opened and is pending approval.

Please access the RBC Banking Extranet and open file number 9968248 for detailed information, or click the following link:http://www.RBCBankingExtranet.ca/login.asp?user=appraisernet&file =9968248

Thank you for partnering with RBC!

Yesterday, 3:22PM Approved High 4861337

October 16, 11:42AM Approved Normal 4958293

October 17, 1:07PM Approved Normal 4479864

From: RBC Banking AlertsDate: Thursday, October 23, 2003To: AppraiserNet.caSubject:: Alert: New Appraisal Request

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October 23, 2003

380,000

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Today, 3:22PM Appraisal Complete Mortgage 4861337October 22, 11:42AM Salary Verified Mortgage 4958293October 17, 1:07PM Application Partially Completed Mortgage 4479864

Today, 3:22PM Appraisal Complete Williams, Jack & Diane Mortgage Normal 4861337October 22, 11:42AM Approval Osborne, John &Sharon Line of Credit High 4958293October 17, 1:07PM Salary Verfied William, Jack& Diane Mortgage Normal 4479864

Today, 9:47 AM Appraisal Complete Ritchie, Bob Mortgage Normal 9968248Yesterday, 3:22PM Approval Fournier, Vince &Alice Line of Credit High 4861337October 11, 1:42AM New Mortgage LaPierre, Cherilyn Mortgage Normal 9968248

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Customer History

Rules Engine

Legacy andIn House

Applications

3rd Party Interface

Lawyer receives e-mail,and electronic

documentsfor processing,

confirms receipt to BPM

UpdateCustomer and

ApplicationDatabases

Update In BranchBanker

Request to Lawyer

complete Mortgage

documentsCommon Channel

(In-Branch and On-Line)

INPUTS PROCESSES SERVICES

RBCMain

BusinessProcess(BPM)

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Alert MessageThis is an automated alert from RBC Banking that the mortgage for Jack and Diane Williams has been approved for closing on February 28, 2004, and their file is now available for you to complete the closing documentation

Please log in to the RBC Banking Extranet and open file number 9968248 for detailed information, or click the following link:http://www.RBCBankingExtranet.ca/login.asp?user=jqueue&file =9968248

Thank you for partnering with RBC!

From: RBC Banking AlertsDate: Thursday, October 23, 2003To: JQueueRealEstateLawyers.caSubject:: Alert: Approved Mortgage ready for Closing

Yesterday, 3:22PM Approved High 4861337

October 16, 11:42AM Approved Normal 4958293

October 17, 1:07PM Approved Normal 4479864

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February 28, 2004

9968248

Jack & Diane Williams

$275,000

02343-9987366

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April 2004~2000High Speed Lines

2007Q4 2004ClientsProduct STP

December 2004January 2004Software

August 2004August 2003HardwareService Platform

Spring 2004Spring 2004Online Clients

December 2003August 2003Service Centres

BranchesRoyal Direct

Digital Imaging

CompletionCommence RolloutLaunch