Best Consumer Digital Bank Awards 2016

Call For Entries QuestionnaireBe sure to complete an Entry Form indicating if you are entering the Corporate/Institutional or the Consumer Category or both. On the Entry Form, indicate the Sub-Categories for which you wish to be considered for an award. Click here for the Entry Form and Call for Entries.

The Corporate/Institutional Sub-Categories are:

- Best investment management services - Best online cash management- Best trade finance services - Best website design- Best integrated corporate banking site - Best information security initiative- Best online treasury services - Best in mobile banking- Best in social media - Best mobile banking app

The Consumer Sub-Categories are:

- Best online deposit, credit and investment - Best bill payment & presentmentproduct offerings - Best website design

- Best integrated consumer banking site - Best information security initiatives - Best in mobile banking - Best in social media

- Best mobile banking app - Best SMS/text banking

On the following questionnaire, check the box most relevant to your answer. For open-ended questions, please try to limit your answers to 200 words unless otherwise instructed. Please skip any questions not relevant to your submission. Applicants may attach additional supporting materials. The Infosys judging panel will review submissions. Global Finance editors will make the final award selections.

All documents should be submitted to Chris Giarraputo, chris@gfmag.com. Call 1-212-524-3214 with any questions.

Deadline for entries is May 6, 2016.

1. Digital Strategy:a. What is your strategy for making your bank a next generation digital bank? (Please limit your

answer to 400 words.)

b. Do you use cloud computing?

If yes, please provide details.

c. Do you have STP capabilities?

d. By going digital, what cost savings have you seen?

e. Is your account opening and on-boarding process automated?

f. What percent of your products and services are available online?

g. What has been the impact of going digital? (Please limit your answer to 100 words each.)

Customer retention

Yes No

NoPartialComplete

Account opening is offlinePartially automatedFully automated

Less than 50%50%-70%70%-90%More than 90%

Greater than 30%20%-30%10%-20%Less than 10%

Process improvements

Integration with other channels

SMAC (social, media, analytics and cloud) enabled solutions

h. Describe any other initiatives for digital banking.

2. What are your omni-channel banking capabilities with respect to:a. Service oriented architecture (SOA)?

b. STP capabilities?

c. Web-enabled technology?

d. 24x7 operation?

e. Multi-country/currency implementations?

f. Integration with core banking platform?

g. Multi-language support?

3. Which products and services are offered digitally? Which additional products and services are in your plans to be digitized?

NoPartialComplete

NoYes

NoYes

NoYes

NoPartialComplete

NoYes

Offerings Type (ex. Credit cards, deposits, home loans etc.) Features

Deposit/savings products

Investment products

Credit products

4. Are the products and services mentioned above available through multiple channels? Can a customer initiate product application in any one channel and close at any other?

5. What are the unique online investment management service features? Please specify the tools/features used including, but not limited to:

Risk profilers

Portfolio recommendation

Financial planning tools

Goals/budget savings

Online help through chat

Portfolio review/recommendations

Any other features

6. Please provide the following details about your bill payment services:

Features YesPlan to offer this year

No plans to offer

If yes, please provide details wherever necessary

Personalized/customizable ATM screensE-commerce experienceGoogle-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 upAny other key differentiating features

7. Bill payment:

a. What percent of your total banking customers use your online bill payment services?

25%-50% Greater than 75%50%-75%Less than 25%

b. What is the year-on-year growth in the percent of customers using your online bill payment services?

c. What is the typical turnaround time for:

- Registration of the user for online bill payment

- Setting up a successful bill payment

d. Do customers incur any additional charge or are they given any discounts to use your online bill payment service?

8. Unique features of your website:a. Single sign on or straight through processing

b. Does it have the following interactive features?

Interactive Features Yes No NameSurveysToolsCalculatorsText chatVideo chatAbility to download statements in different formatsPersonalization featuresCompatibility 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 any other geo-location based information

Please list the types of tools, calculators, formats for statements, download personalization features, external links and sources etc. in the “Name” column above

Greater than 100%25%-50% 75%-100%50%-75%Less than 25%

Up to 4 hours Greater than 24 hours24 hoursImmediate

Up to 4 hours Greater than 24 hours24 hoursImmediate

PartialNoYes

9. Please describe the extent to which your banking channels are integrated, including any channel optimization measures that you have taken.

10. a. What is the level/extent of customization available for your website across regions/customers/segments?

c. Does your website provide the following next generation features?

Features Currently offered

Plan to offer in the future

No plans to offer

Multiservice windowResponsive web designOnline demo videosVideo chatPaperless onboardingAutomated document managementMulti-bank aggregationE-commerce type experienceConsumer analyticsSingle holistic viewAny other features Please list any other features being offered or

planned in the near future.

11. a. What is your mobile banking strategy and how do you encourage customers to migrate to mobile banking?

b. What percent of your total digital banking customers use online banking vs. mobile banking?

c. What is the year-on-year growth in percent of customers who actively use mobile banking?

12. a. How do you handle mobile banking maintenance, upgrades and downtime?

b. What is the average downtime faced by end users of mobile banking? Please provide Information for SMS Banking and/or Mobile Banking Application.

13. a. What are the basic and advanced level technologies in place for monitoring and preventing online banking (including mobile banking) fraud/theft/hacking (including information on layered security features, features to ensure transaction security, levels of user authentication, encryption protocols used, etc.)?

b. Explain the methods/technology adopted to ensure safe and secure text (SMS) banking.

14. a. What is your fraud prevention strategy?

b. Do you have a policy to compensate customers for their loss?

15. What are the customer awareness and education initiatives taken to educate customers on information security for SMS banking and/or mobile banking?

25%-40% Greater than 60%40%-60%Less than 25%

Greater than 100%25%-50% 75%-100%50%-75%Less than 25%

16. Is your web site compatible with a mobile browser (WAP browser)?

If yes, please provide details of the technology used.

17. a. What percent of your customer base is enrolled for SMS/text banking?

b. What are the products and services accessible via mobile banking?

Offerings Currently available Plan to offer No plans to offer

Check balancesTransfer fundsView statements/transaction historyATM/branch locatorBill paymentMobile P2P transferMobile remote deposit (RDC)View credit card balance, statement, transaction historyStop payment requestsCheck book reorderPersonal financial managementInternational remittancesSingle login credentials for online and mobileOpen accountsAny other services Please list any other features being offered or planned

in the near future.Please use the space below to describe the offerings listed above. (Please limit your answers to 100 words for each offering.)

18. What services are accessible to a customer via SMS banking? Please provide the list of push and pull services separately for SMS Banking.

Yes No

25%-40% Greater than 60%40%-60%Less than 25%

19. a. What is your strategy to use social media channels?

b. What do you use social media channels for?

AwarenessProduct promotions and campaignsGrievance reportingTransfer moneySocial media analyticsRun virtual banks to provide products and services through social media platformsAny other services Please list any other features being offered or

planned in the near future.

20. a. Do you monitor social media activity through a dedicated team? If yes, please provide details.

b. What is the turnaround time for responses on your social media channels?

c. How do you protect customer privacy and ensure customer data security?

21. a. How do you handle the structured and unstructured data? Please list any specific analytical tools used.

b. Do you have a big data strategy in place?

c. If your answer to the above question is yes, then what are the ways in which you leverage big data? Please provide some specific examples. (Please limit your answer to 300 words.)

2-6 hours Greater than 24 hours6-24 hoursLess than 2 hours

22. PFM: a. Do you offer a personal finance manager (PFM) tool? If so, please provide the following

details:

In house tool or third party? In-house Third party

Available to all customers? All Selective few

Is it available free of cost? Free Fee-based

Does it support account aggregation? Onlyself-accounts

Other banks’ accounts/ cards/investmentsupported

b. Elaborate on the overall functioning of the tool.

c. What are the methods/choices available for data updates/synchronization?

d. What are some of the important functionalities/offerings?

e. What are the most important tools?

23. Are the following advanced technologies/trends in use in your bank?

Technology In use Will implement in near future No plans to use

Blockchain technologyBitcoinSocial media analyticsRobotic (automated) consultationNew credit underwriting modelsArtificial intelligenceInternet of things

If the answer to any of the above is “in use” please describe below.

24. What are your key focus areas for 2016? Please rank the following from 1-7 with 1 being the highest priority.

Focus Areas Rank given (from 1-7)Social mediaPaymentsMobilityAcquiring/co-innovating with fintech startupsOmni-channel bankingCore platforms upgrade/conversionAdvanced analytics and big data in use

Please use the space below to provide further details on your priorities above.

25. Please provide any other information you think will strengthen your case.