ABSTRACT
The text is in four parts with a conclusion which draws together and summarises the key findings. Part I outlines the findings of the relevant research literature and specifies the research questions. Part II describes the retail financial services sector, giving an overview of key business trends and the use made of information technologies. Parts III and IV examine how the firms which took part in the surveys are changing their IT systems, restructuring and reorganising the way they work, and the progress they are making towards integration and towards realising the potential of IT for transformation.
