Virtual Teller System - Socio-Economic and Environmental Benefits - PowerPoint PPT Presentation

Virtual Teller System - Socio-Economic and Environmental Benefits Talha Halil Branch Innovation & Payment Services Banking Operation E­mail : talha@bsn.com.my

Introduction to BSN

December 1974 under the Act of Parliament 146 ­ Laws of Malaysia 1974. BSN Act ­ Established on 1 st Establishment of BSN : Mandate � Established by the Government of Malaysia with the following objectives: To promote and mobilise savings, • for the general public particularly from small savers; To inculcate the habit of thrift and • savings; and Financing the economic • development of the nation. 3

Continues supporting Government’s aspirations via various government financing schemes, such as Creative Industry Loan, Micro Financing, Youth Housing Scheme. 4

VTM ­ Montage

VTS Objective • Building an efficient solution for BSN to utilize its staff from other branches around the country to serve customers. • Reduce customers’ waiting time. • Improve customers’ banking experience and satisfaction. • Savings in cost from new staff hiring and branch expansion. • Expand beyond normal working hours. • Virtual branches to be built within days.

Centralized Call Centre Centralized Call Centre Data Centre Location A Location B Location C Call Centre Traditional Virtual Teller System Virtual Teller Agent A Video Call Messaging Server Virtual Teller Agent B VTM Server

BSN Virtual Teller System Distributed Call Centre (VTA Branches) Distributed Call Centre (VTA Branches) Teller in Rawang Branch Kuala Lumpur Data Centre Branch Teller in Miri Branch Teller in Kangar Branch Penang Branch Teller in Johor Sabah Branch Bahru Branch Teller in Taiping Branch 93 Virtual Teller 400 Virtual Teller VTM Branch – Main branch, business Machines (VTM) in VTM Branch – Main branch, business Agents (VTA) from 31 VTM Branches branch (busy) branch (busy) 151 VTA Branches VTA Branch – Mini branch (less busy) VTA Branch – Mini branch (less busy) Customer in VTM Branch perform Customer in VTM Branch perform transactions assisted by teller in transactions assisted by teller in VTA Branch via Virtual Teller System VTA Branch via Virtual Teller System

Components of Virtual Teller System (VTS) ML-QMS VTM VTAs Multi-Link Queue Virtual Teller Machine Virtual Teller Agents Management System

Multi-Link Queue Management System (ML-QMS) Camera Camera LCD Touch LCD Touch Screen Screen Queue Queue Ticket Ticket Printer Printer Advertisement Queue Number Advertisement Queue Number Identity Identity Functions: Functions: Card & Card & ­Customer select banking transaction ­Customer select banking transaction Thumbprin Thumbprin ­Customer insert ID Card and scan ­Customer insert ID Card and scan t Reader t Reader thumbprint for verification thumbprint for verification ­System retrieve customer’s information ­System retrieve customer’s information ­Print Queue ticket for customer. ­Print Queue ticket for customer.

Virtual Teller Machine (VTM) Speakers Speakers Video Phone Video Phone (VTA in the (VTA in the Debit Card Debit Card screen) screen) Issuers Issuers LCD Touch LCD Touch Receipt Receipt Screen Screen Printer Printer (Transaction & (Transaction & Card Reader Card Reader Advertisement) Advertisement) PCI­EPP PIN PCI­EPP PIN A4 Document A4 Document Pad Pad Scanner Scanner Signature Pad Signature Pad Bulk Note Bulk Note with Stylus with Stylus Accepter Accepter Identity Card Identity Card & Biometric & Biometric Note Reject Note Reject Reader Reader 1D/2D 1D/2D Bulk Note Bulk Note Barcode Barcode Dispenser Dispenser Reader Reader

How VTA-VTM Branches Work Customer Customer proceed to proceed to Customer take a Customer take a Queue number Queue number VTM, VTA VTM, VTA queue number queue number being called by being called by appears on appears on at ML­QMS at ML­QMS VTA VTA screen to screen to Kiosk Kiosk welcome the welcome the customer customer System verify System verify VTA executes the customer’s VTA executes the customer’s Transaction Transaction bank transaction identity by reading bank transaction identity by reading completed completed via Remote BDS ID Card & via Remote BDS ID Card & thumbprint thumbprint

VTM - Services

VTM Transactions • Customer’s acceptance • System efficiency

Q3 2016

Socio-Economic Benefits • Technology exposure to customers • Optimized counter tellers productivity • Eliminate resource relocation issues • Improved customers experience

blown branch setup Environmental Benefits • Machine deployment as compared to full • Make do with existing space • Installed VTM at public area

Thank You

BSN : Vision and Mission BSN has undergone over 4 decades of continuous transformation… 21

94% % VTM Transactions at 63% Transactions % Successful VTM 23% 14% Branch 440 153 No of VTAs 93 45 No of VTMs February 2016 September 2015 Statistics � Went Live in September 2015

Major Challenges A ready integrated VTM system No readily available system capable to meet BSN’s VTM requirements. Engagement with a team of dedicated ISVs (Independent Software Vendors) to develop the VTM application from scratch for BSN Infrastructure readiness Requirement for resilience network infrastructure and security control especially bandwidth Customer adoption A changing customers’ expectation towards new technology and new concept of virtual banking. Customers expect intuitive interaction and more versatile touch-points Service extension Speed of delivering new services and more complex transactions via VTM New regulatory evolution risk Constantly comply with an ever-changing regulatory framework

Agenda 1) Introduction to Bank Simpanan Nasional (BSN) 3) VTM – Our Journey 4) VTM Objective 5) About VTM - Traditional Virtual Teller System - BSN Virtual Teller System - Components of Virtual Teller System - Virtual Teller System Architecture - How VTA-VTM Branches Work 6) Statistic and Challenges

VTM Branch ML-QMS Kiosk Pre-screen customer information VTM Branch & print queue ticket QMS Display Call customer to the designated Counters and VTMs counter (normal counter or VTM)

VTA Branch Features: Features: Teller in VTA Branch serve customer in Teller in VTA Branch serve customer in VTM branch remotely during idle time VTM branch remotely during idle time via Video Conference & Remote BDS via Video Conference & Remote BDS System. System.

BSN Virtual Teller System Architecture

VTM – Our Journey Oct 2015 Oct 2015 Rebranding May 2014 May 2014 Exercise with 84 Pilot Test VTMs, 261 VTAs Apr 2015 Apr 2015 VTM Enhancement Quarter 3 2016 Quarter 3 2016 Aug 2013 Aug 2013 SIT & UAT Nov 2014 Nov 2014 VTM Kiosks at LRT Idea May - May - Oct 2015 Oct 2015 Station SIT & UAT Conceptualization End User & Technical Training Jul 2015 Jul 2015 Jan 2014 Jan 2014 Jan 2015 Jan 2015 VTM Enhancement May 2016 May 2016 Proof of Concept Ready for Production Pilot Launch (PoC) 93 VTMs, 400 VTAs Sep 2015 Sep 2015 Aug 2014 Aug 2014 Go-Live with 45 VTM Project Kick- VTMs, 153 VTAs Off