ING Covid-19 - Operations Update

As you know the coronavirus (Covid-19) is continuing to spread into more and more countries around the world. At ING, we are doing everything possible to keep our employees healthy and safe as well as ensure smooth continuation of service to our customers. Firstly, we hope you and the people close to you are safe and well. We would also like to reassure you about our operational resilience and share details of some of the measures we are taking. Our business continuity plans are in place and enacted across the globe.

Protecting critical operations

To ensure the continuity of our business we have split critical operations such as Treasury, Financial Markets, Payments and Tech infra across several locations. Staff in these critical operations in Singapore, London, Amsterdam, Brussels, Frankfurt, New York and Manila have been separated into three independent groups: one works from ING’s offices, another from a remote location and the third group works from home, with no contact between the groups.

Staff working from home

We have now extended this way of working to the rest of the organisation globally, with increasing numbers of staff working from home. In this way we can limit contact between employees in the same functions and limit the spread and impact of infection. Working from home has been tested and phased in to assure continuity and maintaining service delivery.

Working closely with external suppliers

We have reached out to our external suppliers who support us in our operations to make sure they apply similar measures to ensure their business continuity.

Travel restrictions

We have restrictions in place for travel to other locations and self-isolation measures in place for colleagues who have travelled to any impacted areas in the last 14 days. Likewise, with the health of our clients top of mind, we are using telephone and video conferencing when possible to limit face-to-face meetings.

Pandemic plan to keep operations running smoothly

We have a pandemic plan that identifies four threat levels, with increasingly strict requirements for each. Each level reflects the seriousness of the threat and the measures needed to keep our operations running smoothly.
A central crisis management team monitors the measures we’ve put in place and updates senior management continuously to reflect the operational readiness of each country.
We continue to monitor the situation and will keep you updated about the measures we are taking to safeguard our people and our business.