Best 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 Banking Management- Best In Social Media Marketing and Services - Best Mobile Banking App- Most Innovative Digital Bank - Best Mortgage Bank- Best Open Banking APIs NEW FOR 2019

NEW FOR 2019

On 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@gfmag.com. Call 1-212-524-3214 with any questions.

Entry Deadline Extended To May 24, 20191

1. Digital Strategy:a. Do you use cloud computing?

b. Do you have STP capabilities?

c. STP capabilities are available for:

d. Do you have single sign on capabilities?

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

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

g. What percent of your services are available online?

2. Please highlight your appropriate Omni-channel banking capabilities.

a. Web-enabled technology?

b. 24x7 operation?

2

Greater than 30%21%-30%10%-20%Less than 10%

Account opening is offlinePartially automatedFully automated

Less than 50%50%-70%71%-90%More than 90%

NoYes

NoneSome productsAll products

NoYes

NoYes

NoPartialComplete

NoYes

c. Multi-country/currency implementations?

d. Integration with core banking platform?

e. Multi-language support?

f. Customer support available on all devices?

g. Real time data synchronization between channels?

h. Seamless integration of core banking services?

i. Services available to customers across all channels, both digital and offline?

j. Can a customer initiate a product application in any one channel and close in any other?

k. Does banking platform integrate customer support, Chatbot in mobile app, video tellers and other communication channels

Banking Platform Integration Yes/No Comments, if any: Limit 50 words

Customer supportChatbot in mobile appVideo tellersOther communication channels

3

NoYes

NoPartialComplete

NoYes

NoPartialComplete

NoPartialComplete

NoPartialComplete

NoPartialComplete

NoneSomeAll

l. Select the features applicable to your Chatbot:

Features Yes/No Comments (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

3. Please provide details about your digital products

a. Digital Offerings

Offerings

Number of products offered

(1-99)List names of products offered (Limit 50 words)

% of products offered online

(0-100%)

Deposit/savings products

Investment products

Credit products

Mortgage

b. Multi-channel function availability

Deposit/savings products

Investment products

4

Web ATM PhoneMobile App Branch

Web ATM PhoneMobile App Branch

Credit products

Mortgage

c. What are the service features for below products? (Yes/No/ NA)

Services Deposit/Saving

Credit Investment

Mortgage

Y/N/NA Y/N/NA Y/N/NA Y/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

4. Please provide details about bill payment services.

A. Bill Payment Features (please check the following)

Features YesPlan to

offer this year

No plans to offer Comments, if any: Limit 50 words

Personalized/customizable ATM

5

Web ATM PhoneMobile App Branch

Web ATM PhoneMobile App Branch

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 authentication

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

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

D. What is the typical turnaround time for:

- Registration of the user for online bill payment

- Setting up a successful bill payment

5. Please highlight the applicable features of banking platforms.

Interactive Features Website (Y/N)

Mobile(Y/N)

In Future

Comments, if any:Limit 50 words

Single sign onE-signing

6

25%-50% Greater than 75%51%-75%Less than 25%

Greater than 100%25%-50% 76%-100%51%-75%Less than 25%

Up to 4 hours Greater than 24 hours24 hoursImmediate

Up to 4 hours Greater than 24 hours24 hoursImmediate

Participate in surveys/Campaigns on websitesTools (FAQs for customers, product guides)CalculatorsText chatVideo chat

Chatbot 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 Tool

6. Please provide details about mobile banking.

a. Is your desktop website optimized for Mobile? (Choose applicable features)

7

Desktop SiteMobile dedicated AdaptiveResponsive

b. How many of the features and content available on website are available on mobile site?

c. What percentage of third-party services are integrated?

d. During search, does your mobile site rank at the same level with the sister desktop site in search engines?

e. What is the average downtime of mobile banking website for maintenance and upgrade in a year?

f. What percent of your total banking customers use products and services via mobile App banking?

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

7. Monitoring and preventing online banking (including mobile banking) fraud/theft/hacking.

a. Do you have an internal firewall in addition to standard external firewall?

8

25%-40% Greater than 60%41%-60%Less than 25%

Greater than 100%25%-50% 76%-100%51%-75%Less than 25%

Search Engine DependentNoYes

NoYes

25%-50% Greater than 75%51%-75%Less than 25%

More than 12 hours Less than 12 hoursNo customer impact

100%25%-50% > 75%51%-75%Less than 25%

b. How often do you ask users of desktop/mobile/mobile app to change their password?

c. Please select the features for your information security

Features Yes/NoPlan to

offer this year?

No plans to offer Comments, if any: Limit 50 words

MFAUse 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

8. Social Media.

a. Please list the social media channels used for below activities.

Activity/Goals Yes/No Comments, 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/Reporting

9

AnnuallySemi-annuallyQuarterlyMonthly Never

Third-party tools for social media Any other Features

b. Do you offer Social Media based logins for customers?

c. Do you monitor social media activity through a dedicated team?

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

9. Mortgage products

a. What percent of your mortgage products can be originated using online channels (other than branch)?

b. Are you using a third-party product tool for origination and/or servicing?

c. What are your methods to receive and handle customers’ queries? (Select all that apply)

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

10

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

More than 90%76%-90%50%-75%Less than 50%

OthersFace-to-FaceEmailOver PhoneChatbot

NoYes

NoYes

Yes/No/NA Third-party product name (if any)Lead GenerationOriginationServicing

Technology In Use For future No plans to useBlockchain technologySocial media analyticsRobotic (automated) consultationNew credit underwriting modelsArtificial intelligenceInternet of thingsNatural language processingCognitive OCR

11. What new innovation techniques is the bank currently using or planning to use to increase revenue and drive business growth?

Innovation Technique Used by Bank (Yes/No/NA)

Future Roadmap (Yes/No/NA)

Comments, if any: Limit 50 words

Cloud based internet banking

Fintech 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 highlight

12. Please highlight the Innovation/Focus areas to enhance the customer satisfaction

Innovation Technique Used by Bank (Yes/No/NA)

Future Roadmap (Yes/No/NA)

Comments, if any: Limit 50 words

Appointment 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

11

(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 highlight

13. Banking APIs and Chatbotsa. Does your bank’s IT infrastructure support APIs with 3rd parties?

b. Partnership with Fintech for APIs

c. Please list the APIs supported

APIs Yes/No Comments, if any: Limit 50 wordsAccount APIPayment APIsFunds limit APIsNotification/events APIsOpen data APIsOthers

14. What are your key focus areas for 2019/2020? Please rank the following (1 being the highest).

Focus Areas Rank 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

12

No Yes

No Yes