Challenge
De Nederlandsche Bank (DNB) aims to leverage AI within Operations to enhance efficiency without an uncontrolled spread of tools and initiatives. Instead, AI should be implemented in a structured, validated manner that aligns with existing workflows. At the same time, AI must comply with strict regulations, meet internal compliance requirements, and overcome potential resistance from employees.
How do you ensure that AI inspires, is widely embraced, and is applied in a controlled and responsible way?
The Solution
In collaboration with Prowareness, DNB launched an AI Coaching Program to guide teams through four structured phases, ensuring the effective and responsible integration of AI into daily operations. This approach not only deepened employees’ understanding of AI but also empowered them to apply it safely and meaningfully.
Phase 1: Awareness & exploration
The journey began with inspiration sessions and workshops for AI enthusiasts within DNB, fostering a shared understanding of AI’s opportunities and risks. These sessions laid the foundation for a strong AI coalition within the organization.
While DNB had already been actively developing AI initiatives with a clear vision, the focus shifted to identifying high-impact opportunities within Operations. Small-scale experiments were launched to test AI’s potential in a controlled environment.
Together with key stakeholders, an AI roadmap was developed, outlining initiatives for further exploration and validation.
Phase 2: Vision & strategy
With DNB’s mission and regulatory framework as a foundation, teams refined the AI roadmap to align with strategic goals. They explored how AI could enhance existing processes while ensuring compliance, transparency, and security.
Phase 3: Structured implementation & AI Coaching
Scrum teams, supported by an AI Coach, conducted small-scale AI experiments. By working in short iterations, employees could safely test, learn, and refine AI applications, leading to rapid insights and measurable improvements in work processes.
Phase 4: Scaling & optimization
Building on the initial successes, efforts are now focused on scaling and optimizing AI adoption. In collaboration with DNB, new opportunities for training and support are being explored to expand AI integration across the organization and maximize its impact.
