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3962400635000000Best Consumer Digital Bank Awards 2019 Call for Entries QuestionnairePlease complete an Entry Form indicating if you are entering either the Corporate/Institutional Category or the Consumer Category or both. On the Entry Form, indicate the Sub-categories for which you wish to be considered for an award. The Consumer Sub-categories are:-Best Online Deposit, Credit and Investment- Best Bill Payment & PresentmentProduct Offerings- Best Integrated Consumer Banking Site-Best Website Design- Best Information Security and Fraud- Best In Mobile BankingManagement-Best In Social Media Marketing and Services- Best Mobile Banking App-Most Innovative Digital Bank- Best Mortgage Bank- Best Open Banking APIsNEW FOR 2019NEW FOR 2019On the questionnaire, check the boxes most applicable to your answers.? For open ended questions, please limit your answers to 50 words or less unless otherwise instructed.? Please follow the questionnaire template closely.? Participants should not delete any question from this document. If the question is not relevant, please leave it blank. Failure to follow these instructions could result in lower scores. ?Entrants may wish to provide limited additional information to support their submission, but with finite reviewing resources and time, Global Finance cannot guarantee all additional materials will be reviewed.The Infosys judging panel will review all submissions, and the editors of Global Finance will make all final award selections. All documents should be submitted to Chris Giarraputo, chris@. Call 1-212-524-3214 with any questions.Entry Deadline Extended To May 24, 2019Digital Strategy:Do you use cloud computing?685800155575YesNo0YesNoDo you have STP capabilities?66675019050CompletePartialNoCompletePartialNoSTP capabilities are available for:68580063500All productsSome productsNone0All productsSome productsNoneDo you have single sign on capabilities?72893226178YesNo0YesNoBy going digital, what cost savings have you seen?711200100965Less than 10%10%-20%21%-30%Greater than 30%Less than 10%10%-20%21%-30%Greater than 30%Is your account opening and on-boarding process automated?72390042545Fully automatedPartially automatedAccount opening is offlineFully automatedPartially automatedAccount opening is offline723900211455More than 90%71%-90%50%-70%Less than 50%More than 90%71%-90%50%-70%Less than 50%What percent of your services are available online?Please highlight your appropriate Omni-channel banking capabilities.3431540193675YesNoYesNoWeb-enabled technology? 3438525-80010YesNoYesNo24x7 operation? 342900088265YesNoYesNoMulti-country/currency implementations?342900037465CompletePartialNoCompletePartialNoIntegration with core banking platform?342900047625YesNoYesNoMulti-language support?Customer support available on all devices?340042549530CompletePartialNoCompletePartialNoReal time data synchronization between channels?340042510795CompletePartialNoCompletePartialNoSeamless integration of core banking services?340042559055CompletePartialNoCompletePartialNoServices available to customers across all channels, both digital and offline? 340042526670AllSomeNoneAllSomeNoneCan a customer initiate a product application in any one channel and close in any other?338137546355CompletePartialNoCompletePartialNoDoes banking platform integrate customer support, Chatbot in mobile app, video tellers and other communication channels Banking Platform IntegrationYes/NoComments, if any: Limit 50 wordsCustomer supportChatbot in mobile appVideo tellersOther communication channelsSelect the features applicable to your Chatbot:FeaturesYes/NoComments (If any, Limit 50 words)Chat window prompt upon entry to specific sections in the website / appIntuitive relevance management based on section of the website / appVoice chat interactionNatural Language Programming aided human like interactionVirtual assistant service to the end userAutomated outbound text chats / voice chats & callsAI enabled Insight update based on every interactionLeverage third party virtual assistants Please provide details about your digital productsDigital OfferingsOfferingsNumber of products offered(1-99)List names of products offered (Limit 50 words)% of products offered online (0-100%)Deposit/savings productsInvestment productsCredit productsMortgageMulti-channel function availabilityDeposit/savings products190512065WebATMPhoneMobile AppBranchWebATMPhoneMobile AppBranchInvestment products6357620WebATMPhoneMobile AppBranchWebATMPhoneMobile AppBranchCredit products6355715WebATMPhoneMobile AppBranchWebATMPhoneMobile AppBranchMortgage6357620WebATMPhoneMobile AppBranchWebATMPhoneMobile AppBranchWhat are the service features for below products? (Yes/No/ NA)ServicesDeposit/SavingCreditInvestmentMortgageY/N/NAY/N/NAY/N/NAY/N/NAE-statements as service????Consolidated view of accounts????External accounts aggregation????Extensive filtering capabilities for reporting????Financial planning using tools????Personalization????Notifications/Alerts ????Portfolio recommendation????Setting goals for saving/Virtual piggy bank????Online video chat????Online text chat????Online bill pay????Customer risk profiling ????Online money transfer????Advanced analytics for accounts????Financial activity feed????Prediction based on spending patterns????International remittances????Robo advisory????Online product application????Service requests using ATM????Service requests using web/mobile????Open banking ????Natural language processing????Cognitive optical character recognition????Please provide details about bill payment services.Bill Payment Features (please check the following)FeaturesYesPlan to offer this yearNo plans to offerComments, if any: Limit 50 wordsPersonalized/customizable ATM screensGoogle-like predictive search for adding new payeesPay bills without registrationSupport SEPA formats for batch paymentsPay bills by scanning barcodesPeer to peer money transferTransfer money via email, WhatsApp, Facebook or Twitter or by just entering mobile numberAdvance analytics toolsAvailability of bill payment services to non-customers free of costPay multiple bills at onceImmediate registration and set upMulti-factor authenticationWhat percent of your total banking customers use your online bill payment services?68580050165Less than 25%51%-75%Greater than 75%25%-50%Less than 25%51%-75%Greater than 75%25%-50% 690880187325Less than 25%51%-75%76%-100%25%-50%Greater than 100%Less than 25%51%-75%76%-100%25%-50%Greater than 100%What is the year-on-year growth in the percent of customers using your online bill payment services?What is the typical turnaround time for:698740198623Immediate24 hoursGreater than 24 hoursUp to 4 hours0Immediate24 hoursGreater than 24 hoursUp to 4 hours- Registration of the user for online bill payment690113264400Immediate24 hoursGreater than 24 hoursUp to 4 hours0Immediate24 hoursGreater than 24 hoursUp to 4 hours- Setting up a successful bill paymentPlease highlight the applicable features of banking platforms.Interactive FeaturesWebsite (Y/N)Mobile(Y/N)In FutureComments, if any:Limit 50 wordsSingle sign onE-signingParticipate in surveys/Campaigns on websitesTools (FAQs for customers, product guides)CalculatorsText chatVideo chatChatbot using AIAbility to view/download statements in different formats Compatibility with different internet browsersCompatibility with different operating systemsLinks/information from sources like Dow Jones, Reuters, CNN, etc.Integration with external vendors for utilities bill payment, tax payment, etc.Google Maps or other geo-location based information around branch/branch locator/ATM/ServicesMultiservice windowResponsive web designOnline demo videosPaperless onboarding/Account openingAutomated document managementMulti-bank aggregationE-commerce type experienceAnalytics/Tools for consumerSingle holistic view/Consumer dashboardAppointment settingCreating service requestsPersonalized page customization (layout/color/theme)User based segmentation featuresAI for advisory servicesSocial media based loginsCloud computing for hosting services Transfer funds/Check balancesAdd payee/BeneficiaryStop payment requestsRemote depositInternational remittancesPFM ToolPlease provide details about mobile banking.Is your desktop website optimized for Mobile? (Choose applicable features)69532512065Responsive AdaptiveMobile dedicated Desktop SiteResponsive AdaptiveMobile dedicated Desktop Site647700288290Less than 25%51%-75%> 75%25%-50%100%Less than 25%51%-75%> 75%25%-50%100%How many of the features and content available on website are available on mobile site?657225288925Less than 25%51%-75%Greater than 75%25%-50%Less than 25%51%-75%Greater than 75%25%-50%What percentage of third-party services are integrated? During search, does your mobile site rank at the same level with the sister desktop site in search engines? 676275635YesNoSearch Engine DependentYesNoSearch Engine DependentWhat is the average downtime of mobile banking website for maintenance and upgrade in a year?666750178435No customer impact Less than 12 hoursMore than 12 hours No customer impact Less than 12 hoursMore than 12 hours What percent of your total banking customers use products and services via mobile App banking?60960072390Less than 25%41%-60%Greater than 60%25%-40%Less than 25%41%-60%Greater than 60%25%-40%What is the year-on-year growth in percent of customers who actively use mobile App banking?568960160655Less than 25%51%-75%76%-100%25%-50%Greater than 100%0Less than 25%51%-75%76%-100%25%-50%Greater than 100% Monitoring and preventing online banking (including mobile banking) fraud/theft/hacking. Do you have an internal firewall in addition to standard external firewall?6096007620YesNo0YesNoHow often do you ask users of desktop/mobile/mobile app to change their password? 5283200156210Never0Never568960156210MonthlyQuarterlySemi-annuallyAnnually0MonthlyQuarterlySemi-annuallyAnnually580136033020481076029845364363029845229743039370123380539370Please select the features for your information securityFeaturesYes/NoPlan to offer this year?No plans to offerComments, if any: Limit 50 wordsMFAUse of encrypted website e.g. HttpsEncryption for data transmissionSSL certificateInternal malware checkLimit daily number of transactions Limit transaction values Cryptography algorithmOnline behavioral scoring systemPGP (Pretty Good Privacy) encryption for EmailsQR codeAnti-phishing toolsAuditing exercise from external vendorsDevice identificationSecurity awareness sessions/Videos/Webinar for customers Social Media.Please list the social media channels used for below activities.Activity/GoalsYes/NoComments, if any: Limit 50 wordsAwarenessProduct promotions and campaignsGrievance reportingTransfer moneySocial media monitoring and analyticsRun virtual banks to provide products and services through social media platformsSocial media communitiesNews/ReportingThird-party tools for social media Any other FeaturesDo you offer Social Media based logins for customers? 476250105410YesNo0YesNo Do you monitor social media activity through a dedicated team? 4762508255YesNo0YesNoWhat is the turnaround time for responses on your social media channels? 4857759525Less than 2 hours6-24 hoursGreater than 24 hours2-6 hoursLess than 2 hours6-24 hoursGreater than 24 hours2-6 hours Mortgage productsWhat percent of your mortgage products can be originated using online channels (other than branch)?72390086995Less than 50%50%-75%76%-90%More than 90%Less than 50%50%-75%76%-90%More than 90%Are you using a third-party product tool for origination and/or servicing?7077075227330Yes/No/NAThird-party product name (if any)Lead GenerationOriginationServicing What are your methods to receive and handle customers’ queries? (Select all that apply)690880161925ChatbotOver PhoneEmailFace-to-FaceOthers0ChatbotOver PhoneEmailFace-to-FaceOthersAre the following advanced technologies/trends in use in your bank ?TechnologyIn UseFor futureNo plans to useBlockchain technologySocial media analyticsRobotic (automated) consultationNew credit underwriting modelsArtificial intelligenceInternet of thingsNatural language processingCognitive OCRWhat new innovation techniques is the bank currently using or planning to use to increase revenue and drive business growth? Innovation TechniqueUsed by Bank (Yes/No/NA)Future Roadmap (Yes/No/NA)Comments, if any: Limit 50 wordsCloud based internet bankingFintech partnershipInvestment in Blockchain/Distributed ledgers/Cryptocurrency initiativesActionable use of big data for cross-selling Robot force (Robo advisory for investments /Robo tellers etc.)Modernization of legacy IT/old banking applicationsRapid experimentation & agile development techniquesUse of APIs to build dynamic ecosystem Others- Please highlightPlease highlight the Innovation/Focus areas to enhance the customer satisfactionInnovation TechniqueUsed by Bank (Yes/No/NA)Future Roadmap (Yes/No/NA)Comments, if any: Limit 50 wordsAppointment setting technology using mobile and/or web bankingInnovative pricing strategies for consumers for financial services and productsCollaborative development/ User-centered customer-journey design (Using social media, face-to-face, customer feedback forms etc.)Heat map technology usage to trace customer preferences (Self-service kiosk/Recreations/Refreshments etc.) GeoFencing/Beacon technology for targeted messaging and offers Cyber security (biometrics/Any other advanced techniques)Mobile-only account opening experiencesWearable computing for contactless payments or any other activityOthers- Please highlightBanking APIs and Chatbots48566725188YesNo 00YesNo Does your bank’s IT infrastructure support APIs with 3rd parties?4480560188595YesNo 00YesNo Partnership with Fintech for APIsPlease list the APIs supportedAPIsYes/NoComments, if any: Limit 50 wordsAccount APIPayment APIsFunds limit APIsNotification/events APIsOpen data APIsOthersWhat are your key focus areas for 2019/2020? Please rank the following (1 being the highest).Focus AreasRank given (from 1-8)Social mediaPaymentsMobilityAcquiring/co-innovating with fintech startupsOmni-channel bankingCore platforms upgrade/conversionAdvanced analytics and big data in useOpen banking APIs and chatbots ................
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