A look at how Intuit positions IT to fuel growth. Presentation delivered by Intuit CIO Ginny Lee in March 2011 at the CIO Summit in Scottsdale, AZ.

1. Positioning IT to Fuel Growth
Ginny Lee
SVP/CIO
CIO Summit
March 13 – 16, 2011
Scottsdale, AZ @IntuitInc

2. @IntuitInc

3. Core capabilities: how we differentiate…
Intuit applies two core capabilities to delight customers…
Customer Driven Innovation Design for Delight
Find an
That We Can
important
Solve Well
Customer
Problem that’s
Unsolved
• Deliver the customer benefit
• They actively use
• They proactively recommend
@IntuitInc

4. You know us for
@IntuitInc

5. @IntuitInc

6. Did you know…
@IntuitInc

7. More than 7M small business customers
using a variety of software and services
@IntuitInc

8. Power online banking for 9.2M people
through 1,900 banks & credit unions
@IntuitInc

9. ABILENE
Of the 20M who prepared their taxes
using TurboTax..
@IntuitInc

10. ABILENE
Two thirds used TurboTax Online
@IntuitInc

11. 100 Day Demand
Jan./Feb. April 15
Early Filers Late Filers
@IntuitInc

12. SnapTax
87
NET PROMOTER
SCORE
Goodbye tax preparer!!
“It made it simpler and less expensive
than going to a tax service.”
- iPhone Customer
@IntuitInc

13. Woven into the Fabric of the Economy
Improving
Help families put up to $1,000
~
50M
Lives* Help small businesses be 20%
back in their pockets… more profitable… Customers
$550M in consumer savings revenues ~20% of U.S. GDP,
identified to date pay 1 in 12 American workers
Help people get the
maximum tax refund… Improve FI profit per Help accountants be 20%
$33B in tax refunds, customer by 20%… more productive today…
1 out of every 3 IB customers equal to the Serve half of all
tax returns e-filed 5th largest U.S. bank accounting firms
* Source: Intuit estimates
@IntuitInc

14. FY10 Annual Revenue
$1B SaaS
contributing to a total of
$2B connected
services
@IntuitInc

15. CIO Vision
From: To:
Service Catalog for
One Size Fits All
Rapid Prototype, Emerging,
Desktop software, enterprise
Intuit SaaS Standard,
application, hosting
Established
Value-added Business and
Order Takers
Technical Partners
Customized for each
Business first, technology
Business Unit
second
Non-value-added Value-added Core and
“Context” done manually Context
Not effective or efficient, End-to-end automation, self-
“ticket” driven serve, data insights
@IntuitInc

16. World-Class Organization in 2012
Enable Growth and
Great Customer Experience
Employee Productivity
Operating Efficiency and Governance
Powered by:
Great Talent
@IntuitInc

17. Execute on the Fundamentals
2008
Fundamentals
• Improving Employee Productivity
• Ensuring Regulatory Compliance 95%
• Keeping the Servers Up and Running
@IntuitInc

18. Delight our Customers
2008
Succeed
Deploying robust business and
technology solutions that delivers
4%
great customer experience and
business scalability
Fundamentals
• Improving Employee Productivity
• Ensuring Regulatory Compliance 95%
• Keeping the Servers Up and Running
@IntuitInc

19. Anticipate our Customers’ Needs
2008
Transform
Creating new business 1%
strategies and new innovative
connected services to drive
additional revenue growth
Succeed
Deploying robust business and
technology solutions that delivers
4%
great customer experience and
business scalability
Fundamentals
• Improving Employee Productivity
• Ensuring Regulatory Compliance 95%
• Keeping the Servers Up and Running
@IntuitInc

20. Transforming IT at Intuit
2008 Today
Transform
Creating new business 1% 15%
strategies and new innovative
connected services to drive
additional revenue growth
Succeed
Deploying robust business and
technology solutions that delivers
4% 40%
great customer experience and
business scalability
Fundamentals
• Improving Employee Productivity
• Ensuring Regulatory Compliance 95% 45%
• Keeping the Servers Up and Running
@IntuitInc

21. Transforming IT at Intuit
2008 Today
Transform
Creating new business 1% 15%
strategies and new innovative
connected services to drive
additional revenue growth
Succeed
Deploying robust business and
technology solutions that delivers
4% 40%
great customer experience and
business scalability
Fundamentals
• Improving Employee Productivity
• Ensuring Regulatory Compliance 95% 45%
• Keeping the Servers Up and Running
@IntuitInc

22. Positioning IT to Fuel Growth
Mindset Innovation Data
@IntuitInc

23. Mindset
@IntuitInc

24. Customers Strategy Rev Growth Technology
Think Business First, Tech Second
@IntuitInc

25. Our Customers
Intuit Business Units & Product External
Employees Functional Groups Developers Customers
“My workplace “Our processes and “I have the right “My personal
technology makes technology help my environments to relationship with
me more business grow.” support innovation Intuit and ‘always-on’
productive.” and scale with access to its products
security, and services helps
redundancy and me accomplish my
reliability.” important tasks.”
Define your customers and the
value you provide them
@IntuitInc

26. Systems Response
Uptime Time Throughput
Inside-Out:
Systems
@IntuitInc

27. Systems Response
Uptime Time Throughput
Inside-Out: Outside-In:
Systems Customers
Impact Reach Duration
Identify with your customers
@IntuitInc

28. “When I couldn’t process payroll, I
was ready to pull out my own
personal checking account.”
“I use QuickBooks Online for
invoicing, estimates and features
such as payroll. The outages
effected everything I do and
I was left crippled.”
@IntuitInc

29. Innovation
@IntuitInc

30. Business Units Product
Development
Solve important Develop and
customer create new
problems products and
services
Operational
excellence in
service delivery and
IT infrastructure
Be explicit about roles…
@IntuitInc

31. Layer System Examples Roles
BUs: Ultimate
Offering Offering Offering Ownership of
Offerings Customer
Experience
Web
Product Shared Prdt Emerging Accountable: CTO
Hosting ...
Infrastructure Components
Platform
Technology
Business Integrated Core IT Accountable: CIO
Core Biz Svc ...
Infrastructure Layer Svcs
Data Center Computing Networking Storage Accountable: CIO
Infrastructure
Tools & Automation
… and make everyone
accountable
@IntuitInc

32. Internal
“Full Service”
Customers
“Bare Metal”
Hosting
100% Manual
Cost $$$$$
Time to
2-3 months
Market
@IntuitInc

33. Internal “Do It Yourself
“Full Service”
Customers with assistance”
“Bare Metal”
Hosting “Managed”
100% Manual
Cost $$$ $$$$$
Time to
2-3 weeks 2-3 months
Market
@IntuitInc

34. Internal “Do It Yourself
“Do It Yourself” “Full Service”
Customers with assistance”
“Cloud” “Bare Metal”
Hosting “Managed”
100% automated 100% Manual
Cost $ $$$ $$$$$
Time to
~20 minutes 2-3 weeks 2-3 months
Market
@IntuitInc

35. @IntuitInc

36. @IntuitInc

37. Internal “Do It Yourself
“Do It Yourself” “Full Service”
Customers with assistance”
“Cloud” “Bare Metal”
Hosting “Managed”
100% automated 100% Manual
Cost $ $$$ $$$$$
Time to
~20 minutes 2-3 weeks 2-3 months
Market
Break down barriers to innovation
@IntuitInc

38. Data
@IntuitInc

39. Data-as-an-Asset
For Intuit/Our Employees: For Our Customers:
@IntuitInc

40. Data
Offerings
Business Value
• Targeted Ads/Offers
End/End
• Informatics
Experience
Predictive • Just Do It For Me
Business Analytics • Never Enter Data, Advise & Act
Process • Comparisons
Operational Analytics • Segmented Marketing • Personalization
Reporting
• Fraud management
• Marketing lead gen
• Product migrations
• Financial reporting • Financial indicators
• Sales reporting • Conversion analysis
• Customer reporting
Data Maturity
@IntuitInc

41. Data
Offerings
Business Value
• Targeted Ads/Offers
End/End
• Informatics
Experience
Predictive • Just Do It For Me
Business Analytics • Never Enter Data, Advise & Act
Process • Comparisons
Operational Analytics • Segmented Marketing • Personalization
Reporting
• Fraud management
• Marketing lead gen
• Product migrations
• Financial reporting • Financial indicators
• Sales reporting • Conversion analysis
• Customer reporting
Data Maturity
Shift from basic reporting to data
driven actions and insights
@IntuitInc

42. Use data to create customer
delight
@IntuitInc

43. Unlock the value of data
@IntuitInc

44. Mindset Innovation Data
@IntuitInc

45. Transforming IT at Intuit
2008 Today Goal
Transform
Creating new business
1% 15% 20%
strategies and new innovative
connected services to drive
additional revenue growth
Succeed
Deploying robust business and
technology solutions that delivers
4% 40% 40%
great customer experience and
business scalability
Fundamentals
• Improving Employee Productivity
• Ensuring Regulatory Compliance 95% 45% 40%
• Keeping the Servers Up and Running
@IntuitInc

46. “There’s no Intuit
without IT.”
.”
@IntuitInc