Case Study: Nationwide Building Society achieves IT cost transparency and service transformation with Apptio

Service Transformation is the New Cultural Transformation

Nationwide Building Society, one of the world’s largest mutual retail banks with about 17,000 employees and 15 million members, faced a major service-delivery challenge: Group Services—responsible for IT and shared services like property, payments and security—lacked transparency into IT and service costs, had no internal chargeback, and needed to align with Nationwide’s “Digital Society” strategy while controlling growing demand and complexity.

Nationwide implemented Technology Business Management (TBM) practices and Apptio tools, reorganized around end-to-end services, and created cross-functional TBM roles and governance. The change delivered clear cost and demand visibility, stronger vendor negotiation leverage (for ~£100M/year infrastructure spend), improved capacity decisions, multi-million-dollar ATM and infrastructure savings, and an estimated 6–7% reduction in IT unit cost—while driving a lasting cultural shift to data-driven decisions.

Nationwide Building Society

Debra Bailey

Group Services Director