Public Services: Digital Technology, RBS, and Funding Analysis

This report analyzes the influence of digital technology on public services within contemporary society, using the Royal Bank of Scotland (RBS) as a case study. It begins by describing the development of public services, emphasizing the impact of digitalization on banking and financial sectors, including online transactions and mobile applications. The report outlines the historical development of RBS, including mergers, global expansion, and its evolution within the financial landscape. It then examines how contemporary practices, such as online voting and visa applications, build upon historical traditions. Furthermore, the report addresses contemporary issues in public service development, such as security concerns and infrastructural management, and details the operational structure of RBS, including departments like Human Resources, Finance, and Information Security. The analysis explores the sources of funding available to the public sector, how funding is allocated, and the impact of funding, structure, and strategy on the sector, providing a comprehensive overview of the interplay between digital technology, public services, and the financial sector.

Public Services in Contemporary
Society

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Describe the development of public services.........................................................................1
P2 Outline of development of The Royal Bank of Scotland.......................................................4
M1 The ways in which contemporary practice sits within a tradition of historical practices.....4
D1 Contemporary issues within development of public services...............................................5
TASK 2............................................................................................................................................5
P3 Operational structure of The Royal Bank of Scotland...........................................................5
P4 Explain how the public sector is held accountable for its actions and directions both
operationally and strategically....................................................................................................6
M2 Structure of public sector organisation with reference to responsibilities............................7
TASK 3............................................................................................................................................8
P5 Explain the types of sources of funding available to the public sector..................................8
P6 Identify how funding is allocated to different public sector organisation.............................9
M3 Impact of funding from different sources and its allocation within public sector................9
TASK 4............................................................................................................................................9
P7 Define the strategy, structure and role of public sector organisations...................................9
M4 Impact of proposed changes upon society in which public sector serve..............................9
D2 Analyse the allocation of funding within public sector and impact of funding, structure
and strategy on the sector..........................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
In present time, digital technology is said to be one of the crucial element that has
influenced business organisations that are dealing in any sector like public, private or voluntary
(Lovan, Murray and Shaffer, 2017). Basically, with the help of digitalisation companies has
changed the whole scenario of performing the business operations, customer service offering and
many more. Along with this, when it comes to marketing, customer service or any other
department of a business organisation, it is being analysed that use of technology has impacted
positively. Report will cover the content and i.e. “To analyse the influence of digital technology
along with its role while offering public services within the contemporary society. On the other
side in the assignment, public organisation which has been chosen i.e. Royal Bank of Scotland,
which is serving financial and banking services in UK and in other European countries. Report is
going to be enclosed with development of public services, contemporary issues within
development of public services, operational structure and lastly, allocation of funding within
public sector and impact of funding, structure and strategy on the sector will also be enclosed
within the assignment.
TASK 1
P1 Describe the development of public services
Development is said to be an element, which plays an important role for every single
business organisation and aid in sustaining in the market or to keep up the interest of customers
towards products and services offered by them, Basically, digitalisation could be considered over
here as a crucial factor which has helped business companies in bringing the development among
different range of services through changing them from traditional to updation (Smith and Wong,
2016). It has been analysed that, the basic reason behind this is to meet all the requirements of
customers and current trends as well. If it is talked about banking or financial business sector,
digitalisation has led public organisations to bring change amongst the services offered by them.
Here, change can easily be seen where Banks of England or from any other country has
developed mobile application where, user could easily perform online transactions. This has
basically helped not only to the customers but to the banks as well in many ways (Digitising
public services in the UK: An introduction, 2019). This could be understood with a good
example where, previously an individual (client of bank) would require to visit the Bank in order
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to perform the transaction, and now with the help of internet, banks has become able to give
opportunity to its banking users to make transactions while sitting in their homes, office or
anywhere else.
Along with this, if it is analysed that a few of trends among public services i.e. social
networking. In this context, there are many social websites like YouTube, Facebook, Instagram
and so on, which helped public and private banks like Royal Bank of Scotland, HSBC, Barclays
and more to change the targeting approach of customers and performing different business
activities as well with the help of developing a much effective interface considering all their own
requirements and of customers as well (Ferlie and Ongaro, 2015). If it is talked about Royal
Bank of Scotland, it is dealing within Europe and has helped customers in taking in use of
various financial and banking services. It was found in the year of 1727 and since then branches
in many larger towns and cities throughout England and Wales. Bank also consists of
approximately 71,000 effective employees that are serving to customers with banking and
insurance services to personal, business and commercial customers.
Development of Public services in UK by digitalisation:-
In context to public services offered by United Kingdom's government to citizens of this
country and others digitalisation has changed all the traditional approaches into modernised ones
and some of these public services are mentioned underneath :- Vote registration: In previous times, it was found that voting registrations were used to
be done on ballet paper and with the help of other traditional techniques. But, with the
help of digital technology government of United kingdom has changed the registration
system into online. The action was basically taken to reduce all the fraudulent activities,
which was done by political parties. This was completely undertaken by approximately
2.4 million mobile users to register their names within 5 months (Smith, Messenger and
Soderland, 2017). Streamlines services: In present context, development of public services can also been
seen through streamline services, where there were approximately 1700 official websites
of United Kingdom's government of different departments (health, banking, education
and transport). Meanwhile, United Kingdom's government took initiative and turned all
the data of all the 1700 websites into one and i.e. www.gov.uk.
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 Visitations: If it is talked about various rehabilitation centres along with the historical
prisons, which are a part of United Kingdom's history. Governmental agencies of United
Kingdom has offered a range of benefits to visitors where online bookings facility is
being offered.
 Visa application: Another initiative, which was taken by the governmental agencies of
United Kingdom where online application system to get visa has also replaced the
traditional method. Over 3.44 million tier few years before in UK, two priority visas are
used to issue every year. This would allow for recruitment beyond the EEA where
vacancies cannot be filled by EEA or British workers. But now this system has made visa
applications easier than ever (Economics Online, 2019).
The development of public services within banking sector:-
In past decades, transactions used to be done by clients just after visiting to the banks of
United Kingdom like Royal Bank of Scotland, Royal Bank of Scotland and more. Also,
Automatic teller machine was also taken into considerations among different rural and urban
areas but when digitalisation took place it directly raised number of benefits for both banking
users and others where But, in present it can be said that smartphones has reduced the use of
ATMs because, it has given the opportunity to customers or users to transfer their money from
one account to another. Here, if it is talked about Royal Bank of Scotland, it has utilised CRM
software, that directly helps bank holder within the bank to use his or her money as per the
requirements, with the help of internet (Carmona, 2015).
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P2 Outline of development of The Royal Bank of Scotland
The Royal Bank of Scotland is said to be having prolonged and distinguished history
associated with its development that can be acknowledged as well as ascertained from its
incorporation in the year 1969. With respect to ancient times, this bank had to undergo several
hardships in terms of adverse economic conditions. To deal with this, the merger of this bank
with National Commerce Bank of Scotland took place (Raadschelders, 2015). The resulting
organisation contained 662 branches. The first global branch of this bank was initiated in 1960.
Further, many branches were opened within Los Angeles, Chicago, Hong Kong and Houston. In
the year 1997, Royal Bank of Scotland entered into a joint venture with setting up of TESCO
Bank. By the end of next 2 years, RBS introduced an aggressive takeover bid for the well
renowned organisation named NatWest. The respective financial institution desired to carry out
funding of the deal by sale of majority of subsidiary companies of NatWest inclusive of Coutts
and Ulster. Outside the confines of United Kingdom, this bank owned Citizens Financial Group
during the period from 1988 to 2015. CFG was at that time the 13th biggest bank of US and
during 2004-09, second greatest shareholder of Bank of China. Prior to the collapse of 2008 as
well as the general financial crisis, Royal Bank of Scotland was 2nd biggest within United
Kingdom and Europe and 5th biggest across the globe in terms of market capitalisation. As per
the reports of 2018, the government holds a 62.4% stake through United Kingdom Government
Investments. The government carried out sale of its share within the year at massive lose along
with subsidy to private shareholders within RBS, of £2 billion. The bank is involved in the
provision of services associated with banking, private banking, corporate finance, insurance etc.
M1 The ways in which contemporary practice sits within a tradition of historical practices
With the rapid advancement of technology and emergence of new techniques and
processes for carrying out business activities, the contemporary practices of public entities have
significantly evolved and transformed. In today's modern and hyper competitive era, companies
operate in an effective and efficient manner in order to render services to customers in the
desirable manner and attain maximum satisfaction from them. With respect to ancient times, a
number of governmental websites are constantly taken into use so as to attain valid and reliable
data (Laffin, 2018). However, owing to the rapid spread of digitalisation, all of such websites are
now accumulated into a single and interactive one. Other kinds of changes that have been
introduced as a result of contemporary practices within traditional practices are online voting
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procedures, net banking transactions, VISA application process etc. All such alterations have
transformed the working of public sector entities.
D1 Contemporary issues within development of public services
With the rapid developments taking place within the public services, companies face
several problems such as inflating demands, financial pressure, rising consumer preferences and
expectations etc. With respect to banking sector, digitalisation has been ascertained to have led to
emergence of serious and massive issues such as security, cyber crime, theft and many more
owing to online transactions. In relation to public entities, the contemporary issues that are found
to be prevalent at the time of formulation of digital technology are increased awareness regarding
risks, infrastructural and assets management etc (Yu and Zhou, 2016).
TASK 2
P3 Operational structure of The Royal Bank of Scotland
The operational structure of The Royal Bank of Scotland is divided into various
departments as-Human Resource Departments, Chief Operating department, Finance department,
Internal Audit, Procurement & Security and Information Security etc. Here, each department
plays significant role in operating the banking services with main purpose is to provide best
public service. Description of each department can be described in following manner :-
HRM: The human resource department of The Royal Bank of Scotland is regarded as one
of the most crucial as well as essential elements of the organisation (Zaretsky and Leone, 2015).
This function is ascertained to have grown manifold owing to the nature of finance (banking)
sector which is mainly concerned with provision of effective and efficient services to customer in
a desirable manner in order to attain maximum contentment from them. For every company, the
biggest challenge is management of personnel, handling of financial as well as economic risks
which are all carefully and relevantly dealt by human resource team of RBS. Herein, skilled,
knowledgeable and competent manpower provides assistance to the respective bank in regular
management of financial risks. The main duty of this department is to recruit and select talented
personnel which possess the potential as well as capabilities to carry out the tasks of entity. They
are also involved in provision of training to those in need of it so as to make them compatible
with digital atmosphere (Julios, 2017).
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Finance management: This is a crucial department of Royal Bank of Scotland that aims
to maximise value for shareholders. This business unit tackles several monetary decisions
associated with the provision of public services. Operational activities conducted by Financial
Management comprise of recording, evaluation and disclosure of all sorts of economic activities
that take place within the confines of The Royal Bank of Scotland. This department is further
concerned with reviewing of Annual Reports as well as usage of accounting techniques. With the
introduction of digitalised techniques for carrying out operations and transactions, this
department is able to carry out preparation of financial reports in a shorter course of time.
Further, it takes decisions regarding direct investment and long term strategic planning (Paul,
Mittal and Srivastav, 2016).
Internal auditing: The primary responsibility associated with this is the provision of
independent assurance in the form of risks management, corporate governance as well as control
of the internal procedures for the effective and efficient functioning of banking facilities to
customers. Rapidly emerging, unique and innovative digital techniques in terms of advanced
analytics as well as cognitive computing (robotic automation) tends to render excellent
opportunity to RBS for enhancement of the respective function of the bank. This provides access
to internal auditor to carry out testing upon a population rather than sample transaction testing.
P4 Explain how the public sector is held accountable for its actions and directions both
operationally and strategically
Accountability can be specifically defined as obligation for a particular business
organisation where it can account its different range of activities. Along with this, if it is talked
about banking or financial sector, it majorly consists with different range of responsibilities in
regards to money or any other ornament. It has been analysed that, any situation like financial
losses, losses in Rural Branches, Non-Performing Assets and more are said to be some of issues
that this sector do not stays liable off. But, from past few decades United Kingdom's government
has changed the whole scenario of it where digitalisation has given the opportunities to public
sector to build a much more stronger and secured accountability within business (Kaura, Durga
Prasad and Sharma, 2015). In order to do so, many public banks like Royal Bank of Scotland,
Royal Bank of Scotland, Barclays and more has taken in use of different approaches like cycle of
continuous improvement and so on. Here, managing actively instead of passively along with
communicating with all stakeholders about expectations about different plans and procedures
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and more are said to be some of actions that Royal Bank of Scotland has taken in order to
improve the overall accountability. Along side this, it is said that within the public sector of
United Kingdom, Royal Bank of Scotland's accountability has been developed considering a
range of principles and that was basically enclosed with fairness, transparency, integrity and so
on. Through this, citizens of United Kingdom along with the customers would basically improve
the loyalty.
M2 Structure of public sector organisation with reference to responsibilities
Structure, which is being followed by Royal Bank of Scotland directly shows the
different range of duties that are basically being hold by main individuals under the given figure.
Along with this, it is said that overseeing the overall money supply, through offering different
range of services (Rahi, 2016). These would basically aid in improvising the foreign reserves,
regulating the UK banking system, Lender of last resort (providing liquidity shortage in banking
system), issuing notes and coin and so on.
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TASK 3
P5 Explain the types of sources of funding available to the public sector
Funding is basically refer to offering or managing the financial resources within the form
of money. Funding also defines as internal reserves where a firm uses to satisfy its necessity for
cash. There are various funding sources that are available for a public banking service company
like credit, venture capital, bank loans, donations, subsidies, grants, savings, taxes and so on. In
present context, public organisation i.e. Royal Bank of Scotland is directly improving its equity
ownership for capital investment (Rahi and Ghani, 2016). This is being done with taking into
consideration of online funding portal and through this, equity crowdfunding can be done in
much more effective and efficient manner. In this context, some other sources of funding for
public sector are available and these are given underneath:
Central Government funding: If it is talked about central government, funding
programmes are directly available for organisations that are dealing within the voluntary sector
(Bason, 2018). With the help of this, national remit and grant schemes, which are designed with
purpose to fit the policy objectives as well as program outcomes of departments at individual
level. In this regard, another great deal of central government funding that is available by a wide
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range of government agencies, includes Design Council, Community Development Foundation,
Natural England and more.
Local Government funding: In this context, it is being found that local authorities of
United Kingdom basically consists with United Kingdom's grants funds to community sector.
With the help of this, a much effective and efficient along with organised budgets are basically
being developed so that modifications could easily be done of administration and through taking
the support as well (Ghosh and et. al., 2015).
National Lottery funding: In present context, national lottery can be considered as a
much more effective and efficient process, which is being given by department for culture,
support and Media. Through this, issuing process would take place in regards to different range
of policies, financial directions and many more including wide Lottery distributing bodies, Big
Lottery Fund and more as well (Zameer and et. al., 2015).
P6 Identify how funding is allocated to different public sector organisation
Public sector is the part of economic system of a country which is fully controlled and
managed by the government. Public sector or Government finance refers to a process in which
they allocate resources on the basis of effective budget control. Major aim of the government is
to develop living standard of people along with welfare of the society and not to the increase
their profitability. It is very essential for a country to have economic stability, Thus, it has been
analysed that the expenses of government is more than there generated revenues (Sallehudin,
Razak and Ismail, 2015). Therefore, in this context budget of the government is insufficient in
order to meet their pre defined expenses. In reference to public sector, it is the most common
process where government borrow required funds from general public. These borrowing includes
securities which is issued by the government for a specific period of time in order to generate
revenue. With the help of this process government of the country issue securities and bonds
which is incremental bonds, revenue bonds and many more. All these bonds and securities
provide advantages and benefits in taxations to its bearer (Izogo and Ogba, 2015). Major source
of generating revenue for a public sector organisation can be done by adopting different forms of
tax which includes sales tax, income tax, service tax, custom tax and so on. With the help of all
these taxes revenue government will be able to perform their pre defined objectives in an
effective manner.
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M3 Impact of funding from different sources and its allocation within public sector
Funding refers to a means in which it has been determined that how much capital is
required to perform a particular project, portfolio, programmes in an effective manner and then
make it available to them which is essential to bring the project to an end successful. In order to
collect or gather funds from various other sources which includes funding from local
government, generate funds from public, National Lottery funding and many more. As a result, it
will aid the government in order to collect required funds for successfully completion of a
project which is developed by the government for the welfare of society as well as for the overall
development of country (Lindberg and et. al., 2015). Along with this, aim of the government is
to increase the living standard of individuals. Funding can be done from both internal and
external sources. Along with this, further funds will be generated with the help of bonds and
securities issued by the government. After collecting funds from both internal as well as external
sources, these funds will be given to various subsidiary, regional as well as departmental
budgets. It has been analysed that, with the aid of these funds, they will be able to perform their
assign duties in an effective manner and make the project successful.
TASK 4
P7 Define the strategy, structure and role of public sector organisations
Structure and Strategy of The Royal Bank of Scotland
The structure of Royal Bank of Scotland is divided its subordinates into various units to
fulfil the important function. It includes monetary analysis and statistics; Money
markets;financial stability; banking services; Central Services, Finance; Internal Audit;
communications and human Resources. It also includes Monetary Policy Committee which
consists a nine members body, who oversees monetary policy for the united kingdom. This
committee conduct meetings every month for two days in order to make certain decision for
raising or lowering the interest rates, and also creating asset purchase programs. The main goal
while conducting the meetings is to control the supply of money and making circulation of
influencing health of UK economy. The main strategy is promote best service to the customer.
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Role of The Royal Bank of Scotland
The Royal Bank of Scotland is a Public sector bank who plays various numbers of roles
and provides best services to the individuals. These services are as follows:
Decide Interest rates – The Royal Bank of Scotland plays very significant role in order
to maintain the inflation rate of UK significant with around 2 percent (+/- 1%). they have the
responsibilities to decides the basic rate of interest within the country (Economics Online. 2019).
In order to develop financial stability in the country, they start developing their own statics along
with this it includes a detailed monetary analysis. In this context, actual rate is manipulated
which is commonly known as repo rate. This rate is considered as the base value in order to
repurchase the bank securities and bonds, which is previously sold by them in the money market.
In addition to this, money market includes building societies, banks, security dealers and many
more. Therefore, it has been examined that, any kind of modification in repo rates might cause
short-term liquidity procedure in monetary system. As a result, it will directly or indirectly
affects the other rates in both positive as well as negative manner.
Managing foreign reserves: In the present context of The Royal Bank of Scotland in
United Kingdom, they have the role in order to manage the foreign reserves in an effective
manner. They have the role to control and manage the reservations which is related with the
foreign exchange of the country. Therefore, with this they make sure that the country is in
effective position in order to settle down all the international debts in an effective manner.
Monitoring the money supply- One of the most important role played by the Royal
Bank of Scotland in the public sector services is that they have the power to monitor and control
the flow of money in the economy. Along with this, they perform the roles in order to make sure
that in the current economic system there is effective liquidity (Raadschelders, 2015).
Providing banking facility- This public sector bank is providing certain facilities to its
customer like credit banking, street banking, which is important for the customer, the best
service was to satisfy the customer's. The governments of UK is helping the Royal Bank of
Scotland's by keeping the account with them. The banking facility helping the royal customers
need and demand and also providing the best interest rate.
Regulating the UK banking system- The rules and regulations are set by the bank
according to the rules of UK. The government of UK are involving certain strategies to
overcome the issues. The Royal bank of Scotland are making certain guidelines to overcome the
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issues of the banking sectors. UK banks is working hard to satisfy the customer need and
demand. The three main organisations are – UK treasury, financial services authority which are
helping the royal bank of Scotland's for improving the rules and regulations.
M4 Impact of proposed changes upon society in which public sector serve
Comparing with the technology development, Now a days public services are also
improving day by day with more effective and efficiency of their work. As the public sector are
garbing the opportunities and proper utilizing the resources available (Leyden and Link, 2015).
Also doing the social welfare as collaborating with the various sector for improving and
enhancing the employee productivity. Now technology also focusing on using more and more
statical analysis for the better result oriented.
D2 Analyse the allocation of funding within public sector and impact of funding, structure and
strategy on the sector
The government is using the various sources of funding from shares, taking money form
public, SIP, Foreign Direct Investment for executing the different different projects for welfare
of society. After the funds get collected there are some resource like raw material, machinery,
labour, capital which helps the government for execution of project (Banking services, 2019).
This directly effects the structure and each department of the public organization as they are
having lack of resources which plays specific role succession the plan and it is essential for the
management to make the proper plans and budget according the the requirement.
CONCLUSION
With the help of above mentioned report, it is being concluded that taking in use of
digital technologies, a sector could not only grow but it can also enhance the overall productivity
and market share as well. Through this, public serving organisations has improvised the living
standards of citizens of a particular country. Here, alterations among different things like
purchasing procedures, transaction of money through online sources and considering the online
banking services directly helped bank account holders to transfer money and perform different
types of features in much effective and efficient manner.
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