AFTAs 2019: Best Mobile Strategy Initiative—Bank of America

For the second straight year, Bank of America is taking home the best mobile strategy initiative award. Last year, BofA won for its workIT and Enterprise Digital Assistant (EDA) initiative. This year, the bank’s myCTO platform impressed the judges.

In a digital economy, every interaction matters—for customers and employees alike, says Howard Boville, BofA’s CTO. Data is king, and employees need more of it to tackle their challenges. The information—ideally delivered via a mobile device—has to be available when needed, easily searchable, and relevant to the problem they’re trying to solve. Boville says this need was what led to the creation of myCTO.

“We needed a way to make our technology, infrastructure, and monitoring data available to our 3,000 technology executives, operation and application teams, and front-line support to monitor, respond to and remediate any issues,” Boville says. “With our myCTO Mobile App we have enabled our employees to easily get to incident and monitoring data. We push key pieces of this data to them on a ‘timeline’ like many popular commercial applications do today. Users can give feedback directly in the app as to what data they find useful. We also notify them immediately through push notifications when a high-severity incident is active in their particular line of business.”

In 2020, the bank wants to expand the number of situations that it can push notifications to employees to help make them more efficient. 

“We want to adjust the information the user sees on their timeline based on their feedback in real-time,” Boville says. “Our goal with myCTO Mobile is to show you the information you need without having to search for it on your mobile device. Our goal is to predict what the user needs and either present or push it to them.”