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As one of the leading transaction banks in Indonesia, it is crucial for the Bank to ensure that all banking services remain reliable, secure and recoverable at all times. To that end, BCA focuses on enhancing information technology infrastructure to keep pace with the Bank’s growing transaction volume and recent developments in technology.
In line with an ever-changing technological infrastructure, BCA refined the Bank’s system development process and the information technology organizational structure by combining several work units according to their primary functions. This reorganization is intended to provide more productive and responsive support for the needs of customers and of the Bank's business units.
BCA’s focus on enhancing the capacity and the capability of its information technology will allow the Bank to maintain its core strength in transaction banking in an environment of changing customer behavior that is influenced by the rapid development in information and communication technology.
Solid Information Technology Infrastructure A reliable information technology infrastructure is a major prerequisite to support the rapidly increasing volume of customer transactions.
In 2014, BCA rejuvenated the core network hardware, servers and other devices that had reached the end of their useful lives. The rejuvenation was also carried out for mainframe operating systems, databases and other servers that are no longer supported by the vendors. The capacity of the network and hardware that supports core banking system processes was also increased to aid in ongoing business development.
BCA implements high-capacity redundant communication systems to maintain the availability and reliability of the Bank’s banking network nationwide. Network redundancy is an important
aspect of the Bank’s information technology systems in order to operate a reliable infrastructure network with real-time performance. Network redundancy is expected to mitigate system failures and allows the network to independently recover from equipment damage without system disruption or data loss.
As part of the redundancy policy, BCA manages two data centers in Jakarta. Each data center is capable of handling the entire volume of all customer transactions independently. The two data centers were designed to manage data redundancy for the purpose of maintaining business continuity in the event of a system failure at one of the locations.
In addition to these two data centers, the Bank also maintains a Disaster Recovery Center (DRC) in Surabaya. The DRC is designed to integrate fully with the two mirroring data centers. As a leading national transaction bank, BCA is committed to ensuring that the Bank is well prepared in the event of a disaster so that the BCA will remain operational with minimal downtime. Surabaya was selected as the location for the DRC and as a business continuity platform due to the relatively low natural disaster risk, infrastructure availability and the relatively high number of trained employees in Surabaya. The Surabaya DRC also serves as a test center for new products and services and has the capacity to be used as a third data center.
Increased Reliability of Banking Transactions The enhancement of electronic banking services capability was one of top priorities for BCA in 2014.
The electronic banking facilities were upgraded continuously throughout the year with new features added to increase convenience for customers in making transactions. Increased functionality and the refinement of multi-channel integration are viewed as important steps to entice customers to use the Bank’s electronic channels rather than the branch network for their day-to-day transaction activities.
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The speed and efficiency of making changes to ATM menus increased significantly with the implementation of a Multi-Vendor Application system that allows changes to be made once and deployed across ATMs of various brands. In 2014, functionality was added for customers to top up pre-paid Flazz card balances through ATM machines. Previously, balance top-ups could only be done through EDC machines at select merchants and BCA’s branches.
Through ATM machines as well as internet and mobile banking services, customers can now make payments for their insurance and pension fund plans to the government-controlled Social Security Agency (BPJS Ketenagakerjaan).
BCA added the “InfoBCA” feature to the mobile banking service. Info BCA provides promotional materials, credit card application forms as well as product and service information, including smart features to determine the location of the nearest branch and ATM, especially useful for customers who are on the go. In 2014, the Bank launched BCA Mobile application for Windows Mobile users in addition to the existing iOS, Blackberry and Android versions.
Features offered in the BCA internet and mobile banking services also continue to be enhanced to meet the growing needs of customers. The latest additions to the service include features for balance inquiry and accounts records for Customer Funds Accounts used for the sale and purchase of securities.
BCA manages its increasingly complex Information Technology (IT) platform using the Service Oriented Architecture (SOA) framework. SOA provides the architectural framework that classifies various programs and applications into systems running on IT middle-ware, which can then be used to create and replicate programs and new business applications.
These programs and applications can be used in other business areas or implemented in other front- end distribution networks. SOA has proven to be an important element of the overall IT architecture as it reduces repetition in the design and programming process and minimizes errors in creating functionality for business purposes.
BCA will continue to be in the forefront of future developments and latest advancements in technology in order to fulfill the Bank’s priority to remaining the leading transaction bank in Indonesia.
Promoting Customer Centricity
In line with the Bank’s business strategy, BCA conducted ongoing systems development initiatives and work process enhancements in an effort to provide optimal support for improving the quality of service to customers. In recent years, the Bank has developed an integrated database system to further support customer-oriented business processes. The database is designed to integrate the continually growing transaction data storage with customer behavior analysis tools to better understand the needs of customers and thereby to enable the Bank to bundle product offerings and provide tailored financial solutions that fit the specific needs of customers.
The database supports the Single View Customer Relationship Management system, designed to facilitate interactions between relationship officers and customers by providing comprehensive information to offer the right financial solutions at every point of contact with customers.
Security a Priority
BCA endeavors to maximize the security of the banking system while still maintaining the comfort and convenience of customers in their transaction activities. The Bank realizes that threats to information systems come from various sources and in various forms. As such, information security systems are in place to protect both the customers and the internal operations of the Bank.
BCA proactively works to disseminate information to customers on the growing potential of cyber-crime.
Cyber-crime has become a serious threat in the midst of the shifting customer preference towards internet based channels. The Bank also enhances the security of internet banking systems through SMS notification for transactions over a certain amount and for the registration of new transferee or payment recipients.
In addition, BCA operates a system to detect malware on customers’ devices as a further precaution against threats to online transactions.
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In 2014, BCA implemented a security monitoring system to monitor suspicious and illegitimate transactions in order to prevent hacker attacks that could disrupt the Bank’s systems and operations.
Security devices owned by the Bank are continuously improved to further strengthen the security of the Bank’s transactions and data. BCA has formed a special team to carry out preventive action against suspicious or dubious security activity.
In 2014 the Bank took steps to comply with credit card chip security standards by adopting the National Standard for Indonesia Chip Card Specification (NSICCS) introduced by Bank Indonesia.
Business Continuity Plan
To ensure banking services continue to run even in the worst of situations, BCA has developed a detailed business continuity plan that covers major business areas of the Bank. BCA consistently evaluates and updates the emergency guidelines and procedures at all operational levels to ensure business functions can withstand all eventualities. The Bank also regularly holds seminars, training and simulations to maintain readiness in the face of disaster and the possible emergence of other events that could disrupt business activities.
In 2014, the Bank continued to optimize its Secondary Operation Site, established for the Area Operations Centers located in the Regional Offices, to improve and ensure the readiness of Regional Offices to remain functional in the event of natural disasters or other disturbances.
BCA has established and implemented Command Centers at Surabaya DRC and in several locations in Jakarta that can serve as command centers in the event the head office is offline. In the event that a disruption impacts the Jakarta area, the Crisis Center in Surabaya DRC can be used as a back up headquarters for the crisis team.
The Bank plans to build a Secondary Operation Center in Surabaya for the head office operational unit. In addition, the Bank has conducted a review and comprehensive testing to ensure that all of BCA’s highly critical business functions are available at Surabaya DRC.
Looking Ahead
In 2014, the Bank received the ISO 9001:2008 certification quality standard for the standardization of data center processes from SAI Global, one of Australia’s leading management system certification body, and also received level three certification of Maturity Model Integration Capability (CMMI- Dev v1.3) for software system development. This stands as evidence of the Bank’s commitment to quality control and standardization of processes and documentation.
BCA will continue to improve the capacity of information technology to facilitate convenience and efficiency in banking transactions as the value and frequency of transactions increases. The information technology infrastructure will continue to be improved in terms of system, network and data centers. These are important steps in the Bank’s effort to ensure the security, availability, reliability and scalability of the Bank’s information technology systems.
As part of the strategic plan for business development, BCA IT will continue to deliver an enhanced digital banking experience to provide comfort in financial transactions through IT initiatives. These initiatives include server-based e-money to attract young customers and automation of certain branch office services.
Currently the Bank is developing an agent-based branchless banking system. BCA believes that, with support from the latest technology, this service will allow BCA to extend its reach beyond the Bank’s existing customer base, particularly in the field of payment settlement.