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PNC Bank Rethinking Retail

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PNC Bank Rethinking Retail PNC Bank Rethinking Retail Proposal for Schematic Design Services | October 12, 2012 2 | Gensler | PNC: Rethinking Retail | 10/12/2012 PNC LEED Silver Bank Branch CONTEnts Banking of the Future 05 Our History with PNC 07 Response to Questions 11 Teaming and Approach 21 Process Outline & Scope 26 Fees & Compensation 29 One Beacon Street Tel 617.619.5700 Third Floor Fax 617.619.5701 Boston MA 02108 USA October 12 2012 Mike Gilmore Senior Vice President Director of Design & Construction Services The PNC Financial Services Group 620 Liberty Avenue, 19th Floor Pittsburgh, PA 15222 Dear Mike, Thank you for allowing Gensler to submit our qualifications for the rethinking of PNC Financial Services’ retail branch. Our response to questions is the foundation of this document. In addition, we have put forward a process model that we believe will help PNC to achieve the thoughtful innovation your company is seeking. Expertise. As a leader in research and innovative banking design solutions, Gensler works to stay a step ahead, anticipating and helping to create new ways to support how a bank attracts, maintains and supports its customers. We apply this expertise to shape our clients’ needs into built environments that are informed, purposeful and compelling. Experience. Gensler has collaborated with a variety of retail financial institutions in our 46 years of operation. As noted in our responses, for many of these clients we’ve helped develop unique prototype designs that fully embrace their needs, brand and vision while providing a rich user experience. In addition, our shared history of working together with PNC gives us special insight into your culture, mission, and clientele, enhancing our ability to provide an innovative solution for this project. Framework. We understand PNC is looking for something different by the very nature of your request. Beyond creating the next evolution in retail banking, PNC is looking to partner with a firm to be part of a retail banking revolution. In keeping with this, we propose a unique, three-step process that begins with a summit of experts internal to Gensler, and allows for the option of inviting other notable consultants to lend their expertise as well. Detailed information, including examples and sample fees are provided herein for you to make a fully informed decision on the direction this process takes. PNC’s challenge for this project is exciting and we look forward to partnering with you toward a successful outcome. Again, thank you for the opportunity and if you have any questions, please don’t hesitate to contact us. Sincerely, Douglas C. Gensler, AIA Patrick Kirchberg, AIA Manging Director/Principal Senior Associate [email protected] [email protected] 617-619-5730 412-454-2195 4 | Gensler | PNC: Rethinking Retail | 10/12/2012 Confidential Bank Retail Branch 5 | Gensler | PNC: Rethinking Retail | 10/12/2012 Banking of the Future In today’s competitive and rapidly changing environment of retail banking, a deep understanding of the customer has become more critical than ever. Businesses have to be highly innovative in how they develop, deliver and brand their products and services. Gensler’s team can help you consider diverse aspects of your business holistically, and help lead a retail banking transformation for both PNC and its customers. Interaction, not transaction. Virtual / Reality. Like other retail environments, a successful banking Technology has enabled more real-time, all-the-time environment is based on interaction, not just a transaction. information, which is essential for customer convenience Whether that takes place in person, with the Internet, or over a and access. Even as banks revolutionize their virtual suite of cup of coffee at a new bank café, the consumer has to walk away services, their public interfaces must also evolve: not only to with a positive experience that encourages their loyalty. Fully become more personal and enrich the customer experience but leveraging multiple factors in your retail environment is the key also to make way for new, hands-on technologies that support to building experiences that you want people to have. overall efficiency. A living, breathing brand. Hybridization. Multiple retailers have succeeded by making a personal Some of the most innovative companies today blur the lines of connection with their customers — why can’t a bank be a hospitality, retail, technology, education, and other industries. personal financial partner that gives people more than just Drawing inspiration from multiple business sectors can a statement each month? The emotional and informational help differentiate brands and can positively impact the user aspects of strong branding, delivered through print, digital and experience. Financial services has a strong history of customer employee channels, fulfill the customer’s need for meaningful engagement and the market is primed for a new, hybridized way experiences with retailers. of banking that supports changing lifestyles. 6 | Gensler | PNC: Rethinking Retail | 10/12/2012 PNC Harbor East Retail Branch 7 | Gensler | PNC: Rethinking Retail | 10/12/2012 Our History With PNC Bank Gensler’s relationship began with PNC over a decade ago, and over the years Gensler has worked with PNC across numerous Practice Areas providing a variety of services. Working on hundreds of projects over the years, delivered from locations across the US, PNC and Gensler have forged a long lasting and trusted partnership. Gensler has extensive experience working with PNC, below is a lisiting of some of our notable projects: • Sustainable Branch Prototype and Site Roll-Out, Various US locations • Net-Zero Branch Prototype • The Tower at PNC Plaza, Pittsburgh PA • 3 PNC, Pittsburgh PA • PNC Place, Washington DC • PNC Workplace Transformation Guidelines • 1 PNC (interior renovations), Pittsburgh PA • Workplace Interiors, Various US locations Our goal is to exceed your expectations with a focus on ensuring that as a “partner” we are listening, responsive, and ultimately adding exceptional value to PNC as a provider to its clients and to the overall PNC Financial Services’ organization. 8 | Gensler | PNC: Rethinking Retail | 10/12/2012 Abu Dhabi Commercial Bank 9 | Gensler | PNC: Rethinking Retail | 10/12/2012 Selected Financial & Banking Clients Abu Dhabi Commercial Bank Dime Bancorp, Inc. PNC Bank Adage Capital Management Dow Jones PricewaterhouseCoopers AIM Management Group, Inc. Dubai Mercantile Exchange Prudential Securities Incorporated AllianceBernstein Fannie Mae Royal Bank of Scotland Allianz Fidelity Investments RBC American Express First Union Bank Salomon Smith Barney Banco do Brasil Goldman, Sachs & Co. Shanghai Pudong Development Bank Bank of America HSBC Shanghai Stock Exchange Bank One ING Direct Shearson Lehman Brothers, Inc. Bank United J.P. Morgan & Co., Incorporated Sovereign/Santandar BlackRock KeyCorp Swiss Re Financial Services The Capital Group, Inc. Lazard Frères & Co. T. Rowe Price Associates Cathay Bank Legg Mason Tudor Proprietary Trading L.L.C. Charles Schwab London Stock Exchange UBS Chase Bank Marsh and McLennan Companies Umpqua Citicorp MasterCard International USAA Citifinancial Mellon Bank Wachovia Corporation Citigroup Merrill Lynch Warburg Pincus CS First Boston Morgan Stanley Webster Bank Credit Suisse NASDAQ Wells Fargo Bank Deloitte & Touche NationsBank Western Asset Management Deutsche Bank Paine Webbera Zurich Direct 10 | Gensler | PNC: Rethinking Retail | 10/12/2012 First Federal Bank 11 | Gensler | PNC: Rethinking Retail | 10/12/2012 Response to Questions 1 Provide a brief overview of your company focusing on those areas that you believe to be most relevant to PNC. Integrated Approach Gensler’s Reach Creating a world-class retail experience requires a broad Gensler has the breadth of resources to meet all of spectrum of capabilities. At Gensler, we work with you to PNC’s retail objectives. We have over 3,400 experienced merge brand, design, and architecture to create meaningful professionals and 42 locations in the Americas, Asia, Europe relationships between you and your customers. and the Middle East. Our locations around the globe enable us to leverage our vast international experience and to offer We have a strong history of working with PNC, other financial substantial cost savings to our international clients. services organizations, and a variety of clients from different industries to create thoughtful, responsive branding and We have built an invaluable depth of knowledge network and design solutions. We have designed user experience solutions, capacity to deliver at any scale and region. We have expanded global design guidelines and branding programs for multiple over the years because of our core values: a total dedication to organizations ranging in both size and complexity. Our fully being where our clients are and a passionate commitment to integrated multidisciplinary approach and our experience being a fixture in the communities where we do business. provides us with the knowledge and perspective to facilitate an efficient process and create a holistic, forward-thinking Dedicated Teams branded environment that will provide a unique “user We believe that great design results from great teams and experience” for both the PNC Financial Services as well as we know how to leverage our experience to provide the customers/visitors. consistent quality of service and delivery that is necessary for global retail projects. A dedicated core team retains brand Sustainable
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