Dutch-Bangla Bank Limited - The Technology Bank

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2 Dutch-Bangla Bank Limited - The Technology Bank Running in its 15th year of operation Dutch-Bangla Bank Limited is a glorious name in the country with a countrywide branch network of 96 branches and nearly 1.50 million customers. It has setup country's largest ATM network comprising of more than 1100 ATMs at the end of DBBL has introduced Fast Tracks for the first time in the country to ensure better and wider range of services to the customer. Within six months, the number of Fast Tracks has reached at 50. DBBL has also launched the first ever e-payment gateway of the country which is expected to bring a change in the online purchase and other services dramatically. All these have been possible with the help of a well-trained, highly professional work force and a strong IT infrastructure. To run all the services smoothly DBBL has invested a substantial amount in developing its IT backbone. Upgradation of Core Banking Software The truly online core banking software, Flexcube has been running since Meantime, the number of customers, accounts, ATMs, Point of Sales (POS) terminals and cards has increased enormously. To ensure better customer service, the bank is upgrading its core banking software from its present version to Flexcube Universal Banking Solution (UBS). In parallel, the whole setup of hardware is being upgraded to cope with the increased volume of transactions from different delivery channels. The core team formed in this regard are working day-night in configuring & testing of the new system which is expected to go live soon. Upgradation of Switching Software A remarkable percentage of transactions of DBBL are performed using the most popular delivery channel ATM. As such, it is equally important to have a strong switching software to handle different types of transactions as well as high volume of transactions. Considering this, the bank is upgrading its switching software too. The upgraded software will not only ensure better and quick response to the requested transactions, it will also be capable to handle EMV transactions. EMV Issuing & Acquiring All the ATMs and POS terminals of DBBL are EMVcompliant. The EMV security policy has been introduced by Europay, MasterCard and VISA jointly to protect capturing card data and duplication of a card. We are the first Bank in Bangladesh to ensure such security to our valued customers. DBBL has introduced EMV compliant chip based Mastercard cards and VISA Cards for the first time in Bangladesh which is the most secure card in the world. The ATM / POS network of the DBBL are also EMV compliants and accepts the following cards: EMV compliant chip cards of all the banks in the world; Non-EMV Visa & MasterCard cards of all the banks in the world; DBBL's proprietary cards (Nexus). Mobile ATM Booth DBBL has put its level of innovation and standard of customer support to a new height by setting another milestone in the history of banking sector by adding two units of Mobile ATM booths to its existing ATM network. DBBL has become the first bank in the country to provide such unique service and convenience to the customers. The DBBL Mobile ATM Booth, which is outfitted in a custommade van, is available anywhere anytime and allow customers to deposit cash / cheque, withdraw cash, inquire account balance, print mini statement, pay utility bills and to access all other services offered by a standard ATM. Mobile Banking Around 87% of the total population of Bangladesh is un-banked. To bring such a huge population into the banking channel, DBBL is implementing a system to launch mobile banking soon. The project is in its final stage now. With this facility any person having a mobile number will be able to use his number as a bank account. In this mobile account they will be able to do the following: Cash deposit to any Agent of DBBL Cash withdrawal from any Agent of DBBL Cash withdrawal from DBBL ATMs Funds transfer to another mobile account Utility bill payment, Tuition fee payment, Air time top-up. Receive remittance from home and abroad Salary disbursement Disbursement of Govt. allowances Merchant Payment Balance Inquiry

3 Automated Teller Machine (ATM) DBBL has the largest ATM network in the country. As on 31st December, 2010, we have installed 1100 (eleven hundred) ATMs throughout the country. Customers get various types of services in these ATM booths like: 1. Cash Withdrawal 2. Balance Inquiry 3. PIN change 4. Fund Transfer (within Accounts) 5. Mini Statement 6. Cheque Book Request 7. Statement Request 8. Bill Payment for DBBL Credit Card GrameenPhone CityCell TeleTalk Bangla Link Alico Premium Electricity Bill etc. Customers of other Banks can enjoy the DBBL ATM facilities with some conditions. The Banks connected with DBBL ATMs are: 1. Southeast Bank 2. The City Bank 3. United Commercial Bank 4. Standard Bank 5. National Credit & Commerce Bank 6. Bank Asia 7. Mercantile Bank 8. Trust Bank 9. Mutual Trust Bank 10. First Security Bank 11. Dhaka Bank 12. AB Bank 13. IFIC Bank 14. Janata Bank 15. Jamuna Bank 16. Eastern Bank 17. Pubali Bank 18. Sonali Bank In the month of December, 2010 the total number of Cash withdrawal from ATMs was 230 million and the corresponding amount of withdrawal was Taka billion. Fast Track To provide uninterrupted quick and faster service, the Bank has introduced Fast Tracks (FT) in the country. These FTs are comprised of several ATMs, Deposit Kiosks and Customer Service help desk officers. The customers have the faclity to deposit cash or cheque, withdraw cash, pay utility bills etc at the FT. DBBL has setup 50 FTs within 6 months of introducing it. The activities of FT are summarized below 1. Cash Withdrawal: Customers can withdraw money from any of the 6-10 units of ATMs installed at FT. The ATMs are powered from different UPS and linked to Data Center through various link providers which created redundancy for power failure and network problem. Again due to multiple ATMs at FT, further redundancy has been ensured for ATM disorder, Cash shortage and Cash jam. This ensure that a customer will be able to withdraw money from ATM at FT without failure. On the other hand, presence of an officer at FT helps the customer to solve any ATM related problem such as Cash/Card capture. 2. Cash Deposit A customer can deposit money at FT and avoid a long queue at the branch counter for depositing money. The customer can also get service for the extended hours from the FT for depositing money. The official on duty at FT receives cash or cheque from the customers, counts, inserts into an envelope, closes the envelope, and puts a sign on it. The customers also sign on the envelope and drop it into the deposit machine. 3. Account Opening The officer on duty assists the customers to fill the account opening form, receives the filled-in form along with necessary papers and sends the form to the nearest branch for opening the account observing due formalities. The customer can receive his deposit book and Card and/or PIN, and Cheque Book (if requested) within 3 working days from the Fast Track. 4. Customer Request Form Various customer request forms are available at FT. The duty offers provide the appropriate form to the customer, assist to fill-in the forms, receive the form from the customer and send to the relevant Division of the Head Office or branch for execution of the customer's request. A list of such services is given below: i) Customer's request form for Account Transfer ii)

4 ii) Cardholder's Request form for a new Debit Card (MasterCard Debit / Maestro / Visa Debit/Visa Electron) or Credit Card (MasterCard / Visa) iii) iii) Request form for Replacement of a Card (Debit/Credit) for any of the following reasons: Card Lost / Stolen Incorrect name / spelling mistake on card Wrong photograph on card Card is physically damaged Magnetic Strip error/faulty card Any other reason acceptable to FT Officer iv) Request for blocking a Card / for reactivation of a blocked Card. Card may be blocked for any of the following reasons Incorrect PIN entered at ATM or POS terminal Customer blocked the card over a phone request to the Card Center Any other reason acceptable to FT Officer v) Request for re-issue of PIN. Re-issue of PIN may be requested by a customer who have forgotten his PIN or in the fear that his PIN may be compromised to another person. vi) vi) Request for Account Linkage vii) Customer Request form for the following services on Credit Card account: Auto debit Increasing card limit Limit transfer Obtaining Supplementary Card Early renewal Cancellation Card Cheque Any other service acceptable to the FT Officer viii) Request form for refund of Cash not dispenses from ATM but account debited. ix) Application form for availing Internet, SMS & Alert facility on bank account 5. Delivery of Captured Card If a Card is captured into an ATM at the FT, the duty officers open the upper chamber of the ATM and deliver the captured card to the cardholder instantly after checking his photograph and signature recorded at the back of the card. Electronic Student Booth (ESB) This is another innovative banking offered by DBBL. The booths will mainly be setup in educational institution campus or nearby locations. The booths will contain ATM and deposit kiosks where the customers & students can withdraw & deposit money and pay tuition fee for the institute. In addition to these, there are multiple computers with internet connectivity which can be used by the students for accessing DBBL internet Banking facility. DBBL has setup its first ESB at Eden Girls' college, Dhaka. Many ESB are in the pipeline. Internet Payment Gateway (IPG) DBBL again has been the first bank in the country to have an Internet Payment Gateway. With the help of this, any person in home or abroad can do financial transactions using DBBL's proprietary cards/ MasterCard/ Visa credit. They can purchase goods and services from e-commerce web sites, called e-merchants and pay bills online sitting at their office or home using a card. Call center Considering the growing number of customers, card holders & transactions, DBBL has setup a Call center. It is a world renowned Cisco hardwarebased call center comprising of all the services a call center can provide, e.g, Interactive Voice Response (IVR) by virtue of which the customer will be able to choose his options using the keypads of a cell phone and listen to the responses related to his account or card or transactions from the system or though live agent. The customers can dial at from any land or mobile phone and go to IVR or Live agent, and get desired services. Bangladesh Automated Clearing House (BACH) Bangladesh Bank has introduced first paperless Automated Clearing House in the country in the name of Bangladesh Automated Cheque Processing System (BACPS) and Bangladesh Electronic Fund Transfer Network (BEFTN). Both the systems are being implemented under Bangladesh Automated Clearing House (BACH) project. DBBL is proud to be associated with this highly sophisticated project as the first bank in complying to the requirements of the projects like cheque personalization, Magnetic Ink Character Recognition (MICR) encoded cheque book issuance and System Integration Testing (SIT) with Bangladesh Bank. The project is already in live

5 operation since October Human Resource Management System & Remittance Management System DBBL has developed a number of in-house software for its own requirements. The Information Technology Division has successfully developed and implemented two such systems namely Human Resources Management System (HRMS) and Remittance Management Systems (RMS). The HRMS helps in maintaining all information of employees of DBBL while RMS helps in managing and monitoring local and foreign remittances. Implementation of Multi-factor Authentication for Internet Banking DBBL is considering to offer some transactions through Internet banking which were not possible due to security reasons. To cope with world's latest technology to provide transaction security, DBBL is considering multi-factor authentication for some of such transactions like Third Party Funds Transfer using Internet, e-commerce transactions and foreign remittance transfer from overseas remittance houses to DBBL Green IT Dutch-Bangla Bank has always been careful about environment. DBBL has taken initiatives to make its IT infrastructure as "Green IT". Environment friendly options like virtualization, power management and proper recycling habits towards certifying our data centers as "Green" are under our active consideration. New Data Center and DRS DBBL has set up its new data center and DRS to accommodate all the above setups. The DBBL's data center is one of the most sophisticated data centers of the country equipped with state-of-the art design, security and sophistication. DBBL's IT is working round the clock without any downtime, offering its customers the enjoyment of banking services. The banking has never been so easy, comfortable, enjoying, yet most secure. DBBL, like the past years is relentlessly striving every moment to facilitate its customers with the most advanced and secure technological environment. In the coming days, the bank will continue its endeavor to keep this standard high.

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