session 4 hdfc-ibs mumbai joint certification programme

8/4/2019 Session 4 HDFC-IBS MUMBAI JOINT CERTIFICATION PROGRAMME

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4. BANKING TECHNOLOGY SESSION4

Dr P.R.Kulkani

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DISTRIBUTIONCHANNELS

New distribution channels have transformed the way bankingis conducted. More and more banks are offering services likedisbursement and servicing of consumer loans, credit cardbusiness

Most of the banks have been selling their products throughDirect Selling Agents (DSAs). Home banking, telephonebanking and Internet banking have already become common.

ICICI bank was the first among the new private banks tolaunch its net banking service, called Infinity. It allows the userto access account information over a secure line, requestcheques books and stop payment, and even transfer fundsbetween ICICI Bank accounts.

Citibank has been offering net banking through its Suvidhaprogram to customers. Products like debit cards, credit cards,flexi deposits, ATM cards, personal loans including consumerloans, housing loans and vehicle loans have been introducedby a number of banks.

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DISTRIBUTIONCHANNELS

Retail banking includes a comprehensive range of financialproducts viz. deposit products, residential mortgage loans,credit cards, auto finance, personal loans, consumer durableloans, loans against equity shares, loans for subscribing toInitial Public Offers (IPOs), debit cards, bill payment services,mutual funds, and investment advisory services.

These products provide the banks an opportunity to diversifythe asset portfolio with high profitability and relatively lowNPAs.

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TECHNOLOGYBASEDCHANNELS4/18/2012

Easieraccess toinformation

Rapidadvances

intechnology

Globalization

& changingregulations

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TECHNOLOGYBASEDCHANNELS

As technology makes the dissemination of informationeasier, an increasing variety of distribution channels areemerging. Throughout the world, financial service providersare looking towards a new concept of anytime, anywhere,anyhow banking, which demands that retail banks of the

future find better ways of delivering a complete set oflifestyle-based financial services which simplify theircustomers lives and allow them have more personal time.

Following are technology based channels:

1. ATM

2. Tele/Mobile-banking3. Internet banking

4. Kiosk banking

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ATM (AUTOMATED TELLER MACHINES)

Customer is provided with an ATM card, which is an electronic cardwith few sensors embedded on it. When the customer inserts hiscard into the ATM it checks for the authorization and asks for thePersonal Identification Number (PIN), which is known only to him.After the customer types his PIN, the ATM provides access to arange of services. Some of the features in Any Time Banking are:

Check account balances

View account activity/account summary

Transfer money between accounts (regular and recurring transfers)

Make loan payments

Place a stop payment on a check

Reorder checks

Export transaction history

View check images.

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TELE/MOBILE-BANKING

Consumers are becoming more tech-literate, buying mobile phones,So banks are trying to harness banking and mobile telephony into aset of applications and services, called m-banking

Though there were many plans to enhance mobile-banking offeringsand services, in reality the initiatives were very restricted

As of now most applications were informative, such as bank

balances or credit-card or bank accounts, rather than interactiveservices like buying or trading.

Problems with Tele-banking

security concerns and cost constraints

WAP (Wireless Application Protocol) proved to be too slow andcumbersome to satisfy the customer on the go

security is an important consideration for people seeking to accesspersonal financial data

displays on phone screens are user-unfriendly

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INTERNETBANKING

Networking and internet-based technologies, besides enablingbanks to handle large volumes of businesses in an orderlymanner, have also helped provide many advantages such as

demolish physical boundaries for delivering cross-borderservices,

enabling the customer to avail major banking services fromany corner.

Networking and usage of internet-based solutions has made itpossible for any customer to view his/her accounts details,undertake fund transfers and comply with standinginstructions.

Continuous fall in the price of hardware and networking costand increased bandwidth accelerate the pace of suchadvancement, enabling the banks to reduce the cost oftransactions and overheads

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KIOSKBANKING

Kiosks are aesthetically and ergonomically designed cabinsc o n t a i n i n g

computers. They are used for advertising, promotion andinformation purposes. By equipping them with necessary

security conditions. Kiosks can be used for viewing or doingb a n k i n g t r a n s a c t i o n s .

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3.1 ELECTRONIC NANKING

Anytime Banking With introduction of computer in Indian Banks and

introduction of ATM, the banking services are provided acrossthe India.

Because of tele-banking or remote banking facilities the

customer need not visit the bank. Any-Time Banking : ATM have eliminated the time limitation of

customer service and hot of banking services.

It helps to deposits withdraw, instruction and transfer thefunds.

The security has been provided all ATM centers.The access iscontrolled by means of customers card and PIN suppose toknow to the cardholder

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ANYWHERE BANKING

With the introduction of ATM and tele- banking financial

details can be available from anywhere. Inter -station connectivity of ATM has also facilitated

withdrawal from other stations.

Mutual arrangement between bank also facilitated for the

withdrawal of money. Home Banking :( corporate and personal )

Corporate Banking :The remote banking become verypopular among the corporate customers- big industrial

houses which are already automated. Banks are providing customers terminals right in the

customer office

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The corporate customer can access the informationlike :

Getting their current balance

Ordering cheque book

Intra- bank fund transfer,

Instruction to stop payment.

Forex matter

Opening letter of credit.

Personal Banking :The customer who havemodems and personal computer can have directconnectivity to branch computer through telephoneline.

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By using tele-banking services bank computer canget connected by providing identification. Thecustomer can have access to his balance and orderfor cheque book and selected few services.

Tele Banking : The function of the tele-bankingservices is based on the voice processing facilitiesavailable with the bank s computer.

The caller will able to call the bank anytime andinquire balance or transaction history and transfer

the funds The voice processing facility provided in the

softwhare identifies the caller by keyword andprovide him services

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3.1 CORE BANKING Core banking services offers integrated products and services

to customer round the clock. In core banking, there is a central database for the bank and

transaction are done centrally.

Core banking has centralized branch computerization modelwhere the branches are connected with central host.

The multiple delivery channel like ATM, Debit card, tele-banking, mobile banking ,internet banking work under on roof.

Business Components : (a) to have a retail consumermodules, deposits, loan ,bill ;remittances, locker clearing,

trade finance, to have a MIS modules, Integrate with existingATM, HRM, Government schemes

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BENEFITS Enables the establishment of reliable centralized data

repository.

Facilitates data warehouse and data mining technology

Easy to implement ation of integrated customer centricservices.

Efficient and efficient MIS, ALM risk management usingcentral data.

Facilitates process reengineering to streamline theexisting processes.

Servers are not mandatory at branch level.

Core infrastructure can be used for future expansion

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Essential Requirement : Creation of primary data centre : (a) for business the central

server for on line transactions, (b)The central database will be

used for all customer centric delivery channels. (c) To bemanned round the clock to offer 24x7 services Disaster Recovery site (DRS) : It is used for the following

purpose. (a) to avoid disruption in the business activities (b) toensure non-stop functioning of branches and online deliverychannels integrated. ( C) to act as a backup for providing

reliable and continuous processing environment. Business Process Re-engineering: The process helps in (a) to

help the bank to realgin the existing business process in tunewith benefits provided by new technology platform.

(b) take the advantage of the best business practices availablein the technology platform to provide more efficient services.

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3.4 PAYMENTFACILITIES

A Payment system is a process that comprises a set ofinstruments for effecting payments. Payment systemsconstitute the means by which inter-bank transfer of fundstakes place across both domestic and international financialsystems and markets.

Traditional payment methods include cash and cheques.Following are payment and settlement methods

Electronic fund transfers (EFTs)

Plastic Money

Electronic clearing services (ECS) Electronic data interchange (EDI)

Real-time gross settlement system (RTGS)

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ELECTRONICFUNDTRANSFERS (EFTS)

The Reserve Bank of India had introduced the ElectronicFunds Transfer System (EFT) in the year 1996. Currently, thescheme is available for transfer of funds across 8,500branches of banks.

EFT is the safest and fastest way to transfer money from youraccount to another individual in another city regardless ofwhich bank the payee uses. All the transferor needs is payeesaccount number.

The facility can be availed of even if the branch from whereyou are sending the amount is not fully computerized. TheEFT package, a software package developed by RBI, can runon even a Windows platform

Almost every district in the country is enabled with the facilityof electronic fund transfer with the tie-up of SBI and thecentral bank.

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ELECTRONICCLEARINGSERVICES (ECS)

It is aimed at effecting electronically, repetitive credits ordebits for a large population of customers spread across alarge number of branches of many banks.

ECS (Credit Clearing) - This is a new method of paymentwhereby the institutions having to make a large number ofpayments (such as interest/dividend) can directly deposit theamount into the bank accounts of the share-holders/depositors/investors without having to issue paperinstruments

ECS (Debit clearing) - Utility Companies, banks/institutionsreceive periodic/repetitive payments towards electricitybills/telephone bills/loan installments/insurance get direct debitto their accounts with banks from customers and subscribersbank account.

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PAYMENT & SETTLEMENT SYSTEMSCONTD.

Real Time Gross Settlement (RTGS):

RTGS is an internationally accepted system to minimize thesettlement risk.

It is the centerpiece of an integrated payment system.

The settlement occurs simultaneously for delivery of payments (i.e.in real time) for full value of each payment (i.e. gross)

The system allows banks to give electronic instructions to transferfunds from their account to that of another bank.

Under this system payment occurs only if there is transfer ofsettlement balances between accounts at the Reserve Bank of India.All payments settled under real-time gross settlement are same dayfunds.

The RTGS system is maintained and operated by the RBI.

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REAL-TIMEGROSSSETTLEMENTSYSTEM(RTGS)

Real-Time Gross Settlement System is now, the preferredmode of the settlement of large value interbank payments,with more and more countries moving towards it

The Real Time Gross Settlement system is designed toprovide large value funds transfer and settlement in an on-linereal time environment to the banking industry, with settlementon a gross basis

Under RTGS, the practically instant settlement ensures fast,secure, final and irrevocable settlement of paymenttransactions.

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Magnetic Ink Character Recognition(MICR) :

Cheques, to facilitate clearing, have critical data such as thelocation, city, amount and type of transaction printed with aspecial ink which can recognize characters. This is by the

imbedding of metal in the ink. The process is known as Magnetic Ink Character Recognition

or MICR.

MICR technology enabled machines to sort cheques intobanks and amounts due from each and thus ensuring speed

and accuracy.

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Electronic Payment Systems :

ATMIBA has set up a Shared Payment Network System(SPNS) or SWADHAN

Network of ATMs of its member banks in Mumbai.

Truncated Cheque Clearance

Cheque truncated is a system of cheuqe clearing and settlement

between banks based on electronic data / images or both withoutphysical exchange of instrument.

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S. W. I. F. T. :

S.W.I.F.T (SWIFT) is the acronym for the Society forWorldwide Interbank Financial Telecommunications.

Its headquarters are in La Hulpe near Brussels, Belgium.

It runs a worldwide network by which messages concerningfinancial transactions are exchanged between banks andother financial institutions globally.

It was started to establish a common language for financialtransactions and a shared data processing system through aworldwide network communications network.

It has members in excess of 7000 in over 200 countriesworldwide and handles over 7 million messages every day.

A part from a hub in Brussels, SWIFT has hubs in New Yorkand in the Netherlands.

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3.3 ONLINE-INTERNET BANKING??

Online banking (or Internet banking) is a termused for performing transactions, payments etc. overthe Internet through a bank, credit union or building

society's secure website. This allows customers todo their banking outside of bank hours and fromanywhere where Internet access is available. In mostcases a web browser is utilized and any normal

internet connection is suitable. No special softwareor hardware is usually needed.

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http://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/Credit_unionhttp://en.wikipedia.org/wiki/Building_societyhttp://en.wikipedia.org/wiki/Building_societyhttp://en.wikipedia.org/wiki/Web_browserhttp://en.wikipedia.org/wiki/Web_browserhttp://en.wikipedia.org/wiki/Building_societyhttp://en.wikipedia.org/wiki/Building_societyhttp://en.wikipedia.org/wiki/Credit_unionhttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/Internet


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WHATIS ON-LINE BANKING

CONVENIENT

FAST

CHEAPINNEVITABLE


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WHYISIT IMPORTANT

For Customers:

Theres a seemingly receptive audience out there waiting

Most dont feel the need to have a face-to-face conversationwith tellers or think its important to have a checking account

with a local branch office.

For Banks:

The most important reason being ECONOMICS.

Each Internet transaction typically costs the bank one cent

Compare that with 27 cents for each ATM transaction

USD 1.07 every time you go up to a tellers window !!!

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PC VS. INTERNET BANKING

PC Banking (also known as Home Banking):

The use of proprietary financial software running on acomputer in the home.

Direct dial-in into the banks servers.

Internet Banking:

Similar in functionality to PC Banking

Allows access through a browser eliminating the need for

proprietary softwareCan be accessed through a regular Internet connection,

through the sites public web site.

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SERVICES PRESENTLY AVAILABLE

Product / Function Standard Services Advanced Services

ATMs

Checking

Credit Cards

Customer Services

Home Equity Loans

ATM locator with addresses Locator, Mapping and Pricing

Balance & transaction historyDownload to OFX enabled

software

Animated report generationArchival searches

Bill payment & presentmentAvailable credit & Tn. History Tn. History reports

Skip-pay & balance transferBill payment and cash adv.

FAQs and Emails/contacts Customer query formsReal time chat with CSR

Immediate mail responseRates & pay. CalculatorsBalance & Trans. History

Balance Transfer & LoanAdvance formsRate History

Investments (non FDIC)Yields, Prospectus & Sign-upForms

Portfolio trackingNews Alerts

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SERVICES PRESENTLY AVAILABLE

Product / Function Standard Services Advanced Services

Loan Applications

Mortgages

Privacy/Security

Sales

Savings/ CDs

Standard Online application Interactive Loan applicationInstant approvalApplication status tracking

Rates & CalculatorsExtra Principle payment formQuick home equity loanEscrow account analysisRefinance analysisHome value reports

Info. On how to order creditreports Credit Report accessBank branded cybercash walletsZero liability for e-commerce

Online applications Remembered data inputs

Rates; Savings/Retirementcalculators

Automatic savings plans thatcan be fine-tuned on the Web


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FEATURES

bank statements, with the possibility to import datain a personal finance program such as Quicken orMicrosoft Money

electronic bill payment

funds transfer between a customer's own checkingand savings accounts, or to another customer's

account investment purchase or sale

loan applications and transactions, such asrepayments

account aggregation to allow the customers tomonitor all of their accounts in one place whether

they are with their main bank or with otherinstitutions.

There is a growing number of banks that operateexclusively online. Because these online banks havelow costs compared to traditional banks they canoffer high interest rates.

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http://en.wikipedia.org/wiki/Bank_statementhttp://en.wikipedia.org/wiki/Quickenhttp://en.wikipedia.org/wiki/Microsoft_Moneyhttp://en.wikipedia.org/wiki/Quickenhttp://en.wikipedia.org/wiki/Microsoft_Moneyhttp://en.wikipedia.org/wiki/Electronic_bill_paymenthttp://en.wikipedia.org/wiki/Girohttp://en.wikipedia.org/wiki/Savings_accounthttp://en.wikipedia.org/wiki/Savings_accounthttp://en.wikipedia.org/wiki/Checking_accounthttp://en.wikipedia.org/wiki/Savings_accounthttp://en.wikipedia.org/wiki/Investmenthttp://en.wikipedia.org/wiki/Loanhttp://en.wikipedia.org/wiki/Account_aggregationhttp://en.wikipedia.org/wiki/Interest_ratehttp://en.wikipedia.org/wiki/Interest_ratehttp://en.wikipedia.org/wiki/Interest_ratehttp://en.wikipedia.org/wiki/Account_aggregationhttp://en.wikipedia.org/wiki/Loanhttp://en.wikipedia.org/wiki/Investmenthttp://en.wikipedia.org/wiki/Savings_accounthttp://en.wikipedia.org/wiki/Checking_accounthttp://en.wikipedia.org/wiki/Girohttp://en.wikipedia.org/wiki/Electronic_bill_paymenthttp://en.wikipedia.org/wiki/Microsoft_Moneyhttp://en.wikipedia.org/wiki/Quickenhttp://en.wikipedia.org/wiki/Bank_statement


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PAST, PRESENT & FUTURE

Past: No automated services, simple brochureware (1-7 pages of simple

brochure ware)

This further developed into Detailed brochureware (5 or more pages ofinformation; attractive branding)

Present: Interactive Bank (Includes formatted email service, online calculator)

Intermediate Cyberbank (Lets customers consult accounts online)

Advanced Cyberbank (Fully transactional for transfers, payments, sales)

Future:

Interfaced Services(Banking services streamlined into other services, notlimiting online banking to the computer)

[a] ServicesOffered

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[c] On-line Banking Problems

On-line bankers need & want the following 5 features:

[a] A sophisticated security system Security is probably one thing that holds potential customers from signing up It is also the main concern of current e-bank customers

[b] Low fees Generally speaking, Internet Banking is cheap, with an average fee of $5

When it comes to PC banking, its FEES GALORE!![c] Real-time information & detailed account info.

E-Banking customers expect transactions to happen instantly, but with mostbanks a transaction would take a full day to clear

[d] 24 Hour customer service features & duplicated branch banking Quick responses to e-mail/ chats with CRS & FAQs are a challenge

[e] Wide array of products Many banking products cant be bought online without having to pick up the

phone, walk to the nearest branch, or wait for a sales associate to call.


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Financial ServicesThe day-to-day transactions in banks and insurance companies

are automated which provide better service in processing

transactions.Better customer service is provided using various IT aided

developments such as introduction of ATMs, Magnetic Ink

Character Recognition (MICR) cheques, credit cards, debit cards,

smart cards, digital e-cash and electronic funds transfer. These

developments have helped reduce the transaction processing

time and also have made available the services to the customer at

a convenient place.

The advent of online transactions, speedy and secure payments

settlement have lead to the globalization of financial services.With the help of satellite communication and software tools

organizations like Reuters, Bloomberg and Telerate provide online

data related to current developments in financial services.

Emerging Trends

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E-banking An Introduction

Evolution Of E-banking

The Advent Of Technology

Deregulation

Security Solutions

Availability Of SoftwareUse Of Intranet

Types Of Electronic Banking

Traditional High Street Bank

Direct-dial/Pc Banking

Web-based Internet Banking

Internet-only Bank

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Services on OfferThe Internet-only banks offer a range of services,some of which are similar to those offered by

traditional banking methods in the high streetbranch, that include:

Viewing account balances and recent transactions.

Paying bills to utilities companies and suppliers etc,

without having to write cheques.Scheduling bill payments in advance.

Transferring money between the business

accounts.

Setting up and checking direct debits.

Setting up and making direct payments to otherbanks and building societies.

Viewing the bank statement.

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Services on Offer


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Services on OfferViewing, activating or canceling standing order details.

Sending messages to the bank via e-mail.

ATM access.Debit and checking cards.

Download ability into Microsoft Money or Quickenapplications.

Instant account updates.Interest bearing checking, savings and money-marketaccounts with 24-hour online access.

Mortgage and home equity loans.

Online check ordering and direct-deposit set-up.

Overdraft protection and line of credit.

Small business services.

Stock quotes and trading.

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Security Measures

Banks SecurityAccess Security

Account Holders VigilanceNot divulging their PIN number or password to any third party.Not leaving their PIN number anywhere around.Not leaving their PC while still being logged on to the bankwebsite. The customer should not rely on the online bank website

to automatically time out.

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Making sure nobody can see the details on thecomputer screen or ensuring that the equipment willnot allow electronic eaves-dropping.

Not sending e-mails containing their password or

membership number.Always removing any data that has been exported

to a financial management package.

Taking note when the PC/Internet screen indicateswhether the customer is operating in a secureenvironment.

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Advantages

Cost Effectiveness

Cash Flow

Convenience

Time-saving

Disadvantages

Internet Connection Speeds

Extra StaffSecurity

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E B ki d C Cli


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E-Banking and Corporate Clients

Account Information: Real time balanceinformation and summary of days transaction.Request: Make a banking request online.

Account Information: The complete databasethat the bank has about a company isavailable at the terminal;

Current balance in the companysaccount on real time basisDays transactions in the accountDetails of cash credit limit, drawing

power, amount utilized, etc.Downloading the account statements as anexcel or text file. The statements can beintegrated with the ERP system forautomatic reconciliation.

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E-Banking and Corporate Clients

Fund Transfers: One can manage Supply-Chain

network effectively by using online fund transfermechanism. The fund transfer takes place on a realtime basis across the bank locations. This productfacilitates

One-to-one fund transfer between twolinked accounts.Bulk fund transfers. In bulk fund transfers,

you upload a flat file containingpayment/collection information. Some of the

banks systems take care of processing the entirefile, and once the file is processed you canintegrate the processed file to your ERP for autoreconciliation.

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Customers can also submit the followingrequests online:

The account statements by e-mail either ondaily/weekly/ fortnightly/monthly basis

Stop payment of cheque

Cheque book replenishment

Demand Draft/Pay-orderFixed deposit account opening

Opening of letter of credit.

Operation of Corporate Internet Banking:

The Security Features Embedded in the Software

Benefits to the Customer

Integration with the Clients ERP System

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E-Banking and Individuals

Bill Payment through E-BankingThe Electronic Shopping Mall

Effecting Personal Investments

Trading in Shares: Cash Trading

Trading in Shares: Margin Trading

Trading in Shares: Spot Trading

Investing in Mutual Funds

Trade in Derivatives: Futures

Trade in Derivatives: Options

IPOs Online

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E-BANKING IN INDIA

How to meet customers service expectations?

How to cut costs?

How to manage competition?

Technology is the Key

Evolution of Technology in Indian Banks

Centralized Infrastructure

Core Banking Applications

Focus on Customer Satisfaction

CRM TOOLS

Data Mining for Intelligence

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INTERNAL DEVELOPMENTS AND THE INTRANET

RISKS IN E-BANKING

WHAT IS AHEAD?

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session 4 hdfc-ibs mumbai joint certification programme

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