CHAPTER 3: SOLUTIONS FOR DEVELOPING E-BANKING SERVICES AT
3.2. Solutions for developing electronic banking services at Agribank Tay Do branch
3.2.1. Solutions about products and services
Providing diversified and quality products and services with reasonable prices. The development of electronic banking products and services should meet the diverse needs of customers. For doing this, Agribank Tay Do branch needs to segment the market for each type of customer from which to design products suitable for each specific customer group. In addition, it is necessary to attach importance to linking products and creating the uniformity of old and new products, between traditional and modern products and services, etc. The products provided must ensure the high quality and reasonable price. The branch can conduct customer surveys for the propose of customers about the price of products and services to build a schedule of interest rates and service fees in accordance with the market and customer characteristics of the branch and create highly competitive. On the other hand, branches need to create many utilities of products and services to attract customers, such as automatic recharging, receiving and saving via ATM ... as some banks have implemented such as VPBank, Techcombank….
Tay Do branch can also add utilities and services to corporate customers, such as agreeing to permit online viewing and printing of extra books to avoid losing travel time for customers, free of charge. year for the services of e-banking in the first year, adding some modern features to the app on the phone as to schedule transfers future/
periodically, maintain the account balance automatically transferred One-time money to many accounts inside and outside Agribank network. In addition, the bank can create conditions for customers to decentralize the use of services to users in the enterprise in a flexible manner by access account, access list, transaction limit, beneficiary account. be allowed to transfer money or flexible form of transfer by single order or by file. For payment services via electronic banking, branches can perform collection, automatic payment to multiple receiving accounts. Not only supporting businesses to pay e-tax as
currently, Agribank Tay Do branch can also create a number of other utilities such as helping users easily create online tax statements or create mailboxes to collect customers' opinions and complaints, limit the sporadic settlement of customer problems because it creates tension for customers, thus putting pressure on the bank employees themselves.
3.2.2. Solutions to modernize banking technology
Banking technology is an indispensable and extremely important factor to develop e-banking services, because e-banking is a type of service containing high technology content. Transactions are carried out continuously, if the transmission line is bad and disturbed, causing the transaction to not be completed, stopping the payment process. Therefore, Agribank in general and Tay Do branch in particular need to create a telecommunication infrastructure system for electronic clearing and for inter-bank electronic payment system. This can be done by Tay Do branch signing a separate lease agreement with the post office for a communication line to ensure the safety and quality of the transmission line.
The bank also needs technical measures to limit technical problems for computer systems and ATMs. It is known that there are customers who cannot perform the PIN code conversion at ATM or cannot log in or transfer money via the application installed on mobile phones. Therefore, branches should study to overcome the disadvantages of technology, minimize problems and risks in the process of customer transactions.
Develop software to manage sales and revenue of each e-banking products and services, and upgrade banking anti-crime software. IT departments should be assigned to carry out the construction of customer management software, which allows the calculation of payment sales for each segment of e-banking products and services and each customer.
3.2.3. The Computing Department needs to separate data on electronic banking services at the direct transaction offices of the whole branch
As mentioned above, the transaction offices of Tay Do first branch (Transaction office No. 1, No. 2 and No. 5) and transaction offices under Dan Phuong branch (Tho An, Tan Hoi) data on E-banking service income has not been separated, making it difficult for
the whole branch to assess the effectiveness of this service group at the transaction offices , sometimes creating received the misleading of customers for electronic banking transactions in style as this location does not apply to services or service is not good so do not apply anymore,... and reducing the reputation of both transaction offices and Agribank Tay Do branch. Therefore, giving accurate data, in particular, the necessary solution for the Computer Department to handle its duties, creating transparency for branch data, can easily attract more customers. In these localities, people registered to use the service thanks to the honesty and clarity.
3.2.4. Improving the quality of human resources For recruitment
Gradually standardize recruitment conditions based on the following key factors:
Appropriate professional skills, good communication skills, access to information technology, ability to solve situations, ability teamwork, ability to work under high pressure,...from which appropriate test format and content are formulated, combining theory and practice into each specific situation in order to select excellent candidates.
Applicants are required integration and development of the branch. In the recruitment process, the openness, fairness and objectivity need to be emphasized, the criteria of professional competence and professional ethics are the most important criteria for selecting candidates, avoiding choosing according to the personal relationship or emotion.
For the organization and arrangement of employees
One of the factors contributing to improving the performance of the branch in general and the work efficiency of each employee in particular is the reasonable arrangement and allocation of personnel and the right people to maximize their potential.
strength and aptitude of each person. Therefore, based on the professional capabilities, qualities and aspirations of each employee, the branch has the organization and arrangement into appropriate professional departments, and annually assesses the level of performance. The work of the staff to timely adjust to suit the needs of the job. In each department, there is also a need for professional turnover so that employees have the
opportunity to access new jobs, grasp all the processes and operations of the department so that they can flexibly replace taking over jobs when necessary.
3.2.5. Developing a standard procedure for troubleshooting incidents in e- banking services
During the internship at Agribank Tay Do branch, it was found that the troubleshooting of e-banking services at the branch still had some inadequacies that the current handling process has not been overcome as the cases that work related to network incidents, information insecurity incidents or technical errors of bank employees. Therefore, the establishment of a set of standards for troubleshooting in e- banking services at Agribank Tay Do branch is extremely urgent, while helping the banking system at the branch work more closely and help the service user to find the right person or an authorized department to solve his problem.
From the perspective of a bank employee, in my opinion, each incident should have its own problem-solving process, specifically as follows:
- For incidents of security or information loss, Agribank Tay Do Branch can apply the following steps:
+ Establishing Board of Incident Handling with the members are important parts of the branch (board of directors, head of departments).
+ The banking experts need to determine the cause, the impact of the incident, the affected objects, the source of attack, the purpose of attack, the systems being attacked, the method of attack, leaked information, reported to the branch's IT department, submitted to the Board of Incident Handling.
+ Board of Incident Handling announces to competent authorities, including management bodies such as the State Bank and contact with authorities such as the Ministry of Information and Communications, Ministry of Public Security to coordinate treatment.
+ Board of Incident Handling shall coordinate with IT staff specialists in developing technical solutions to handle network attacks.
+ Marketing and Service Department implements communication, plans to handle communication crisis, appoints spokesman (commonly head of department).
+ Board of Incident Handling proposes recovery policies after the crisis.
- For network incidents (congestion, slow connection volatility,...), the IT department has full right to receive and handle incidents.
+ Controlling access to network or server.
+ Checking and configuring the security services.
+ Checking, configuring and updating the latest versions of anti-virus and malware software for the entire computer system at Agribank Tay Do branch.
+ Storing business data such as accounting, office operations and customer documents into different storage devices.
+ Optimizing checking garbage, application software, office software and security software on customers' computer systems.
+ Ensuring the system operation of the Email, File, Document, Internet, printing regularly, stable and safe for customers' work.
+ Backup server configuration (disc) to ensure servers are operating properly parameters, then continue backup, archive documents, email content, address book for all computer of the branch into storage devices (depending on the needs and needs of its customers), ensures the safety of important customer data and can effectively prevent data loss.
+ Reviewing the entire network cabling system, ensure the cable system is designed to ensure satisfactory signal transmission.
+ Writing profiles under monitoring system (maintenance book).
3.2.6. Promoting products via online media a. Advertise on social networks
With the rapid growth in the number of users and access time, social networking sites such as Facebook, Zalo, Skype ... are the communication channels that should be paid attention by the Branch, because of their connectivity as well as interact with customers in many segments. It will be really effective if there are suitable strategies.
b. Advertising via private website
Researching to build a separate website for the branch because in the long term, the development and expansion of the branch is certain. So right now, the branch should prepare necessary equipments and devices to do this. Specifically, the branch needs to hire a reputable advertising design company to build a website of Agribank Tay Do branch which is professional, scientific, easy to look up, beautiful form, information about Products and services must be complete, accurate and updated continuously, from which electronic marketing can be performed, e-banking services such as Internet Banking, Mobile Banking, etc. and some services are implemented. Another case may be launched and tested in the future.
3.2.7. Other additional solutions a. Strengthen information security
Agribank in general and Agribank Tay Do in particular need to pay attention to data security and safety technologies from developed countries, because security technology is constantly being improved and constantly changed. In the economic environment of deep and extensive integration, there are many fluctuations, the theft of information, theft of money online, hackers... also constantly growing. Therefore, information security technology is constantly being improved and renewed. This issue is now a top priority, because when customers do not really trust the bank's security technology, they will feel insecure and lack of trust in banking services.
In addition to using electronic data encryption or PIX Firewall, IPCAS to ensure the legitimacy of current access, Agribank Tay Do can secure information with electronic signatures or decrypt using more advanced algorithms, orderly and hierarchical management, application of data security policies ... In addition, leaders and employees of E-banking system also need to be knowledgeable about IT and Internet to manage and monitor information about customers, regularly improving, updating new technology. At the same time, Agribank Tay Do should enlist the technical assistance of strategic partners or invite foreign experts to advise on the investment and use of security technologies and secure payment technologies .
b. Improving customer service quality
In addition to quality Capacity techniques, technologies, diversifying products or enhance the quality of the mains n an acquisition n force, the Agribank Tay also need to develop the standards of customer service , such as standards for Customer service staff, service style of branch staff and transaction offices to create a professional image. Branch leaders can propose to organize exchange meetings, meet customers seriously to listen to customers' sharing about E-banking services of the branch related to the quality of information services through service attitude, thereby making recommendations and suggestions to improve the quality of customer service better. In order to serve customers more closely, the Branch can also develop separate policies for each type of customers, increasing the number of preferential policies for corporate customers, VIP customers, customers. Customers, plus points accumulated for each customer transaction, but do not forget to promote and maintain the services that customers appreciate.