automation Dutch-Bangla Limited - The Technology Bank

Running in its 15th year of operation Dutch-Bangla compliant. The EMV security policy has been Bank Limited is a glorious name in the country with introduced by Europay, MasterCard and VISA jointly a countrywide branch network of 96 branches and to protect capturing card data and duplication of a nearly 1.50 million customers. It has setup country's card. We are the first Bank in to ensure largest ATM network comprising of more than 1100 such security to our valued customers. DBBL has ATMs at the end of 2010. DBBL has introduced Fast introduced EMV compliant chip based Mastercard Tracks for the first time in the country to ensure cards and VISA Cards for the first time in better and wider range of services to the customer. Bangladesh which is the most secure card in the Within six months, the number of Fast Tracks has world. The ATM / POS network of the DBBL are also reached at 50. DBBL has also launched the first ever e-payment gateway of the country which is EMV compliants and accepts the following cards: expected to bring a change in the online purchase • EMV compliant chip cards of all the in and other services dramatically. All these have been the world; possible with the help of a well-trained, highly • Non-EMV Visa & MasterCard cards of all the professional work force and a strong IT banks in the world; infrastructure. To run all the services smoothly • DBBL's proprietary cards (Nexus). DBBL has invested a substantial amount in developing its IT backbone. Mobile ATM Booth DBBL has put its level of innovation and standard of Upgradation of Core Banking Software customer support to a new height by setting another milestone in the history of banking sector The truly online core banking software, Flexcube by adding two units of Mobile ATM booths to its has been running since 2004. Meantime, the existing ATM network. DBBL has become the first number of customers, accounts, ATMs, Point of bank in the country to provide such unique service Sales (POS) terminals and cards has increased and convenience to the customers. The DBBL enormously. To ensure better customer service, the Mobile ATM Booth, which is outfitted in a custom- bank is upgrading its core banking software from its made van, is available anywhere anytime and allow present version to Flexcube Universal Banking customers to deposit cash / cheque, withdraw cash, Solution (UBS). In parallel, the whole setup of inquire account balance, print mini statement, pay hardware is being upgraded to cope with the utility bills and to access all other services offered increased volume of transactions from different by a standard ATM. 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 Around 87% of the total population of Bangladesh live soon. is un-banked. To bring such a huge population into the banking channel, DBBL is implementing a Upgradation of Switching Software system to launch mobile banking soon. The project is in its final stage now. With this facility any person A remarkable percentage of transactions of DBBL having a mobile number will be able to use his are performed using the most popular delivery number as a bank account. In this mobile account channel ATM. As such, it is equally important to they will be able to do the following: have a strong switching software to handle different ● Cash deposit to any Agent of DBBL types of transactions as well as high volume of ● Cash withdrawal from any Agent of DBBL transactions. Considering this, the bank is ● Cash withdrawal from DBBL ATMs upgrading its switching software too. The upgraded ● Funds transfer to another mobile account software will not only ensure better and quick ● Utility bill payment, Tuition fee payment, response to the requested transactions, it will also Air time top-up. be capable to handle EMV transactions. ● Receive remittance from home and abroad ● Salary disbursement EMV Issuing & Acquiring ● Disbursement of Govt. allowances ● Merchant Payment All the ATMs and POS terminals of DBBL are EMV- ● Balance Inquiry country. These FTs are comprised of several ATMs, (ATM) Deposit Kiosks and Customer Service help desk officers. The customers have the faclity to deposit DBBL has the largest ATM network in the country. cash or cheque, withdraw cash, pay utility bills etc As on 31st December, 2010, we have installed 1100 at the FT. DBBL has setup 50 FTs within 6 months (eleven hundred) ATMs throughout the country. of introducing it. Customers get various types of services in these ATM booths like: The activities of FT are summarized below

1. Cash Withdrawal 1. Cash Withdrawal: 2. Balance Inquiry Customers can withdraw money from any of the 3. PIN change 6-10 units of ATMs installed at FT. The ATMs are 4. Fund Transfer (within Accounts) powered from different UPS and linked to Data 5. Mini Statement Center through various link providers which created 6. Cheque Book Request redundancy for power failure and network problem. 7. Statement Request Again due to multiple ATMs at FT, further 8. Bill Payment for redundancy has been ensured for ATM disorder, ● DBBL Cash shortage and Cash jam. This ensure that a ● GrameenPhone customer will be able to withdraw money from ATM ● CityCell at FT without failure. On the other hand, presence ● TeleTalk of an officer at FT helps the customer to solve any ● Bangla Link ATM related problem such as Cash/Card capture. ● Alico Premium ● Electricity Bill etc. 2. Cash Deposit A customer can deposit money at FT and avoid a Customers of other Banks can enjoy the DBBL ATM long queue at the branch counter for depositing facilities with some conditions. The Banks money. The customer can also get service for the connected with DBBL ATMs are: extended hours from the FT for depositing money. 1. Southeast Bank The official on duty at FT receives cash or cheque 2. from the customers, counts, inserts into an 3. United envelope, closes the envelope, and puts a sign on 4. Standard Bank it. The customers also sign on the envelope and 5. National Credit & Commerce Bank drop it into the deposit machine. 6. Bank Asia 7. Mercantile Bank 3. Account Opening 8. Trust Bank The officer on duty assists the customers to fill 9. Mutual Trust Bank the account opening form, receives the filled-in 10. First Security Bank form along with necessary papers and sends the 11. Bank form to the nearest branch for opening the account 12. AB Bank observing due formalities. The customer can receive 13. IFIC Bank his deposit book and Card and/or PIN, and Cheque 14. Book (if requested) within 3 working days from the 15. Fast Track. 16. Eastern Bank 17. 4. Customer Request Form 18. Various customer request forms are available at FT. The duty offers provide the appropriate form to In the month of December, 2010 the total number the customer, assist to fill-in the forms, receive the of Cash withdrawal from ATMs was 230 million and form from the customer and send to the relevant the corresponding amount of withdrawal was Taka Division of the Head Office or branch for execution 13.20 billion. of the customer's request. A list of such services is given below: Fast Track To provide uninterrupted quick and faster service, i) Customer's request form for Account the Bank has introduced Fast Tracks (FT) in the Transfer ii) ii) Cardholder's Request form for a new Debit Card (MasterCard Debit / Maestro / Visa Electronic Student Booth (ESB) Debit/Visa Electron) or Credit Card (MasterCard / Visa) This is another innovative banking offered by DBBL. iii) The booths will mainly be setup in educational iii) Request form for Replacement of a Card institution campus or nearby locations. The booths (Debit/Credit) for any of the following reasons: will contain ATM and deposit kiosks where the • Card Lost / Stolen customers & students can withdraw & deposit • Incorrect name / spelling mistake on money and pay tuition fee for the institute. In card addition to these, there are multiple computers with • Wrong photograph on card internet connectivity which can be used by the • Card is physically damaged students for accessing DBBL internet Banking • Magnetic Strip error/Faulty card facility. DBBL has setup its first ESB at Eden Girls' • Any other reason acceptable to FT college, Dhaka. Many ESB are in the pipeline. Officer iv) Request for blocking a Card / for reactivation Internet Payment Gateway (IPG) of a blocked Card. Card may be blocked for any of the following reasons DBBL again has been the first bank in the country • Incorrect PIN entered at ATM or POS to have an Internet Payment Gateway. With the terminal help of this, any person in home or abroad can do • Customer blocked the card over a financial transactions using DBBL's proprietary phone request to the Card Center cards/ MasterCard/ Visa credit. They can purchase • Any other reason acceptable to FT goods and services from e-commerce web sites, Officer called e-merchants and pay bills online sitting at their office or home using a card. v) Request for re-issue of PIN. Re-issue of PIN may be requested by a customer who have Call center forgotten his PIN or in the fear that his PIN may be compromised to another person. Considering the growing number of customers, card vi) holders & transactions, DBBL has setup a Call vi) Request for Account Linkage center. It is a world renowned Cisco hardware- based call center comprising of all the services a call vii) Customer Request form for the following center can provide, e.g, Interactive Voice Response services on Credit Card account: (IVR) by virtue of which the customer will be able • Auto debit to choose his options using the keypads of a cell • Increasing card limit phone and listen to the responses related to his • Limit transfer account or card or transactions from the system or • Obtaining Supplementary Card though live agent. The customers can dial at 16216 • Early renewal from any land or mobile phone and go to IVR or • Cancellation Live agent, and get desired services. • Card Cheque • Any other service acceptable to the FT Bangladesh Automated Clearing House (BACH) Officer has introduced first paperless viii) Request form for refund of Cash not Automated Clearing House in the country in the dispenses from ATM but account debited. name of Bangladesh Automated Cheque Processing System (BACPS) and Bangladesh Electronic Fund ix) Application form for availing Internet, SMS Transfer Network (BEFTN). Both the systems are & Alert facility on bank account being implemented under Bangladesh Automated Clearing House (BACH) project. DBBL is proud to be 5. Delivery of Captured Card associated with this highly sophisticated project as If a Card is captured into an ATM at the FT, the the first bank in complying to the requirements of duty officers open the upper chamber of the ATM the projects like cheque personalization, Magnetic and deliver the captured card to the cardholder Ink Character Recognition (MICR) encoded cheque instantly after checking his photograph and book issuance and System Integration Testing (SIT) signature recorded at the back of the card. with Bangladesh Bank. The project is already in live operation since October 2010. Green IT

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