World-Class IS-Enabled Business Innovation: A Case Study of IS Leadership, Strategy & Governance

While many global corporations acknowledge they lack corporate capabilities for successful technology-enabled business innovation, an Australian financial services provider has been ranked by an international ratings agency in its highest categories due to the capabilities of its Information Systems. Its Loan Processing system has been commended by the ratings agency as the principal reason for its high ranking and for the organization’s inclusion on a global list of selected service providers. This paper presents a longitudinal case study of how an organization with 750 employees located in rural Australia came to develop world-class strategic Information Systems. From its first system nearly 30 years ago, this paper shows how the organization has grown in-house capabilities to devise, develop, implement and manage applications of technology from operational systems that automate specific functions to systems that inform and enable enterprise strategy. The implications for theory and practice are discussed.