Question 1

The online-based information system which we have chosen is online banking (Maybank2u). Online banking is
also known as internet banking. Online banking is an activity that is prevalent to banks or their customers. Banks have
been providing their services to customers electronically for years through software programs. These software
programs allowed the user’s personal computer to dial up the bank directly.

It can be assessed through www.maybank2u.com.my.

 
There are a lot of objectives of the information system. One of the objectives is cost can be reduced. As we know,
the current system could be expensive to operate of maintain as a result of technical problems, design weaknesses, or
the changing demands of the business. Online banking (Maybank2u) would be more cost effective and provide better
support for long-term objectives as it shows cost-benefit analysis.

On the other hand, the services of the bank can be improved. Systems request often are aimed at enhancing service
to customers of users. This brings convenient to the users as they do not need to spend lots of time to go out to do their
banking services. So, it provides valuable services and increased customer satisfaction.

The information system can lead to better performance. The current system might not meet performance
requirements. In past, customers need to bring their bank books to the bank to check their account balances. It is time
consuming and inconvenience. This online-based information system helps the bank to reduce the human traffic and
long queues at bank. But now, online banking allows customers to check and view their account balances. Online
banking can be said is a helpful tool to the users. They do not need to spend a lot of time to queue in order to check
their account balances.

 Last but not least, the information system can promote the safe and sound development of the financial system and
promote the efficient operations of the payments system. The information system make sure the transaction more
secure and safety and protect personal information so that their financial assets can be protected.
     
     The users of online banking (Maybank2u) are customers of a bank, shareholders or investors and other financial
institutions to conduct a range of financial transactions.
Question 2a) Prepared by Lee Bee Hong

The function of this information system is the bank customer can place a view on their transaction histories. This
is the easiest and quickest way to check and see if a transaction has cleared their accounts. This can assist them to find
out the amount of a transaction if they lost their receipts. It also allows them to find out about unauthorized
transactions more quickly. Some banks will show pending transactions. These are transactions that they made that
day. If the users spot something they did not authorize, they can contact the bank and the vendor in order to reverse
the charges.

The Maybank online banking enables the user to view the transaction history up to 1 year which is very
convenience to the society. In this case, the user can check every transaction which they had been made and make
their own records for their future references. They will know exactly how many of the expenses they used to spend or
income they received during the year. Not only this, maybank2u allows the user to download and print out a PDF
statement. But before this, the user require Adobe Acrobat version 7 and above for this.

To view the transaction histories, the user needs to login to Maybank2u. You need to assess
http://www.maybank2u.com.my and press the login button. Step 2, key in your username and password. After login,
select “account and banking” beside the “Home” button. Then, click your saving accounts. Choose transaction history
beside the “today’s transaction”. If you want to view more transaction history, you can click “more transaction” at the
bottom of the page.

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    In order to view and print to save your statement, same as the previous procedure, first you need to login to
Maybank2u. You need to assess http://www.maybank2u.com.my and press the login button. Key in your username
and password. Now, you can select “e-Bills and Statements”. Depending on the e-Statement that you are looking for,
choose "Statement" for Savings/Current Accounts/ Mudarabah Investment Account/Combined Statement. If you
select "Bills & Cards", this is for credit card and the "Loans" for Personal Loans/Financing, Hire Purchase & Other
Loan/Financing accounts.

Then, select your preferred account/card by clicking "View". You can now choose to view, download or print your
e-statement from the "View Statement" page.
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    Another function for Maybank online banking (maybank2u) is, it provides the online instant mobile prepaid top up
service. As far as we are concern, nowadays people are busy with their works and do not have enough time to go out
and top up their mobile phones. With this function, the users can now top up instantly to their family, friends or their
own cell phones. They will receive SMS confirmation upon successful top up. The top up amount will be directly
credited into their mobile phones. They will not receive a PIN to key in and reload.

   To use this top up service, first the user needs to login to Maybank2u. You need to assess
http://www.maybank2u.com.my and press the login button. Then, key in your username and password and select ‘Buy
Online’. Then select ‘Instant prepaid top up’. Select Prepaid Type. Select the amount to top up such as RM5, RM10,
RM20, RM50 and RM100. Next, type your own or third party mobile number if you are topping up for family and
friends.

After that, request for TAC. You will receive a 6 digits number on your mobile phone. Check the mobile number is
correct before you confirm the payment. This is because successful top up to any valid mobile number is non-
refundable. Lastly, the recipient will receive a sms (short message service) confirming successful top up and the
amount.

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Question 2b Prepared by Lee Bee Hong

The last few years has seen a tremendous increase in online banking transactions including mobile-based payment
technologies. This technology has brought great convenience and efficiency for customers conducting everyday
monetary transactions in a location-independent and multi-device environment. Customers can now use various
mobile devices such as notebooks, tablets and smartphones to pay their utility bills or do online shopping from
anywhere in the world.

  The Maybank Group is highly committed to ensuring that all transactions performed through their online financial
service are secure, safe and confidential. For this purpose, they enforce privacy protection control systems designed to
ensure the highest security standards and confidentiality.

     I suggest that Maybank can improve their security by using the security keyboard on the screen. This is a keyboard
that protects your privacy and security. This will eventually help to prevent the criminal case from being happened. As
far as we know, some offenders will use the fingerprint into further crime.

  Not only this. Ask for two-factor authentication. When you log in to a website, you prove who you are by entering a
username and a password. That’s one factor. With two-factor authentication, you’re asked to enter another piece of
identification, such as a temporary code. The bank would email or text you the code at the time you try to log on, so
it's unlikely someone else could receive it beforehand.

 More than half of the global population have access to mobile devices. Criminals are targeting the online and mobile
banking platforms to commit transaction frauds and identity theft. Moreover, security measures that rely heavily on
passwords and password not only make online banking inconvenient but are also not foolproof and easy to hack.

   I suggest that the Maybank should develop biometric identification or facial recognition. It is very difficult to steal
biometric data as long as the biometric vendor uses appropriate architecture and security methods.
   Furthermore, “pop out promotion” should be used in Maybank2u app. Customers can only view the bank promotion
by clicking into the app. Some customers even do not know there is a promotion to be viewed inside the app. From
this, i think the Maybank2u app should be further improved in order to increase customer’s satisfaction. Nowadays,
people like to choose the instant or easiest way to do or to check something.

    With that, I suggest that Maybank2u should be enhanced by setting the “pop out promotion”. So that it is more
convenient. Whenever the customers log in to their accounts, the promotion will immediately show and the customers
will notice about it.

Question 2a) Prepared by Lim Wei Lun

The information system is the most important key in Maybank because all operations in this bank are carried out
with support of information system. For example, Automated Teller Machine (ATM) and MasterCards and electronic
data are stored on computers and they are managed by information system.

First and foremost, the function of the information system is certless Fixed Deposit (eFD). It can be placed and
withdrawn via MayBank2u.com. There are no receipts or certificates will be issued upon placement, it will instead by
8 digit reference number that ends with the alphabet “E” will indicate that the Fixed Deposit is initiated on online at
MayBank2u.com. eFD is available for both Islamic and conventional accounts.

For those who want to access this system, they need to have a banking account such as savings account or current
account. Besides that, the users also can open a joint eFD account. The minimum amount is RM5000 for one month
and RM1000 for two month. There have many advantage for this system which is higher interest rates than a normal
savings account and easier to apply via Maybank2u.com. This is a very convenient system which is the new
placements can be made anytime on online. If you have an existing Fixed Deposit Account, the placement will be
effective immediately.

There have a flowing step to guide the user how to make an eFD. Firstly, the user needs to login to the Maybank
homepage via Maybank2u.com through his/her bank account number and password. After log in, clik “Accounts &
Banking” beside the “Home” option. Later on is select the “Fixed Deposits & Mudarabah IA” option at left hand side
and select “Make A Placement” beside the “view my accounts” option. The second step is select “Product Type”
which is either “Islamic FD” or “Maybank Conventional FD” and then choose whether you want “individual” or
“joint” account. The third and fourth step, select a term for eFD and fill up principal amount and select profit/ interest
payment detail and then click “continue”. After that choose the term you want can click the “continue” again. The next
step is checking your detail which you fill up and then click “Confirm” again to proceed. The last step is ensure to
check the all details and print the confirmation by clicking “PRINT CINFIRMATION”.
 Furthermore, the function of the information systems is online purchase insurances. There are many different types
of insurances such as “Personal lady”, “Senior PA”, “Lifestyle Travel Care” and “Premier PA Plus”. For example, the
“Takaful Privilege PA” package is a shariah-compliance personal accident plan offering higher permanent
disablement benefits. This package can get coverage up to RM 400,000 and contributions start from as low as RM
43.57 a month. This package is needed for accidents happen at an alarming rate of 19 every hour, so take no chances.
Takaful Privilege PA will make sure that member and their family will be taken care of.

The user purchases their premium will be automatically debited from their Maybank savings, current account or
any credit card. The users just to have complete the Payment Instruction on their proposal form. This hassle-free
service is FREE of charge. For the example, the step to purchase the premium which is login to the Maybank account
by using your account number and password, then choose one from nine item which is “Takaful Privilege PA”, and
then will turn to the page which show 3 type of the scheme and you can choose either Monthly plan or Yearly plan.
After select your suitable plan, click “continue” to next step which is the page will show occupation declaration and
policy declaration, you must select the option from “YES” or “NO”. After complete your selection, click “Continue”
into next page. Then, complete all your contact detail and spouse’s detail if necessary. The detail include your
personal name, occupation, address, contact number and email. After complete your detail, click “Continue” into last
2 step to confirm the payment.

         Last but not least, the function of the information system is transfer fund to anyone as long as they are deal with
different bank. The user may transfer the money to their children studying in other city or purchase something through
online, there may have a problem which is different people are deal with different bank. There are following step to
transfer fund to other people who are using different bank account. First, the user need to login t Maybank account
first through www.maybank2u.com.my. Then, click the “Transfer” button and select the bank to transfer to 3E
Accounting PLT, e.g. OCBC BANK (Malaysia) BHD. The third step is input the amount to transfer. First, select your
bank account, select mode of transfer and effective date, after that write the recipient name which is account PLT,
transfer type, account number and select YES to input 3E Accounting PLT. After these, enter the business registration
number, recipient reference, and other payment details. The fourth step is request a TAC number to valid the
transaction, after enter the TAC, and click “confirm”. Last step is completed transaction, the user can print receipt by
clicking the PRINT RECEIPT.

Question 2a) Prepared by Cheah Yi Jie

Also, the Maybank online banking information system also can use to transfer fund to other parties to do some
transactions. For instance, customers can use online banking to do mobile top up, students can use it to pay their
tuition fee or other activity or many other transactions. This is very convenient to many people who always busy to
work or people who sometimes inconvenient to go out to the bank, they just need use their smartphone or laptop to do
their transactions.

Transfer fund is a way of convenient and time saving when you want to do transaction. Nowadays online shopping
is very popular to the world due to the online shopping have many types of products,  fashion , beautiful and useful.
There might be more cheaper and convenient as people no need go out and just access internet and can buy the
product. Online banking is the most popular way to pay to the online shopping. Besides that, the parents can transfer
fund to their children who study abroad or outside the home easily.

To transfer fund, the users of the Maybank online banking need to login in their M2U and select transfer. Next they
can choose either new third party or own account transfer, proceed by keying in the account number and the amount.
Then select the date as it can either be immediate or future dated and press continue.In the next page, request for TAC,
key in the TAC that they will receive via sms and click confirm. This is very simple and time saving steps.

Furthermore, the Maybank online banking also can use the transfer fund function to make the installment payment.
This Maybank online banking function provides an easier way for those want to make their installment easily to pay
their car or housing loan. The first step to make the installment payment is login into the M2U account, select payment
and pay bills. After that, select the payees and click continue. Then, key in the amount, bill account no, select the
account and you can choose the effective date which may be current or future date. In the next page, request for TAC,
key in the TAC that you will receive via sms and click confirm. The step is similar to transfer fund, this is a very
simple and convenient way to make the installment payment.
 Moreover, Maybank online banking has the Employee Provident Fund (EPF) function. EPF is a retirement plan for
the private or public sector to help employees save a portion of their salary in the event of retirement, disability,
sickness or unemployment. Normally employees only allow to  withdraw 30% of their accumulated EPF savings at
age 50, and 100% at age 55.

The first step to use the EPF function for the registered EPF members who are self-employed sole proprietors or
individuals is register via www.maybank2e.net if they own a registered company such as Sendirian Berhad and would
like to make their staff EPF contributions online. After that, they can now make “Open” or “Registered” contributions
to EPF via Maybank2u.com. If they already have an EPF account, then no need to register with EPF to make online
payment, just simply login and pay online.

This function will be more convenient and easy to pay Employee Provident Fund (EPF) through
Maybank2u.com.my by the registered EPF members who are self-employed sole proprietors or individuals. Then, this
function is also very important because EPF is very important to all the worker and emphasised by the worker and this
Maybank online banking function provides an easier way for the boss who is busy running their own business or
working from home to pay the EPF to their worker.
Question 2b Prepared by Cheah Yi Jie

Although the Maybank online banking critically acclaimed by many people, but there are still some areas can be
improved to make closer to the goals which is let all the users more convenient and more time saving to use this
information system. The areas which the Maybank online banking need to improved including the currency changes
between two different countries and other more easily and time saving way to let the users very convenient to do any
transaction with using the Maybank online banking.

Now the Maybank online banking information system has a trouble that when the users go to other country and
they want to transfer funds, there will be a currency problem. This also can lead to some troubles at the foreign
country such as payment for the telephone fee or payment for the other person who the users do transactions with.

For this problem, I recommend that the Maybank online banking can set a automatic changes the currency’s
function. This function is to automatically exchange the correct currency according the current country of the users.
Then, the users no need worry about they have the financial problems and troubles when they go to other country
because they can transfer funds anywhere and anytime to do their transactions with the foreigners as long as the
country has the branch of the Maybank.

Besides that, now when the customers want to create a new account, they should go to the bank and wait a long
time to do all this formalities. This will reduce the customer’s satisfaction and  cause them disgusted. This can lead to
the images of the Maybank decrease and reduce the number of customers.

For this problem, the solution can be the Maybank online banking information system set a new function which can
help the customers to create a new account. Of course, there are few recognition still need the customer go to the bank
to deal with because the security factor but this already can save more time and increase the effectiveness of  the bank
staff lead to reduce the human traffic in the bank.
Question 2a) Prepared by Woo Shu Yi

One of the functions of this information system is bill payment. This function which provided by Maybank is
suitable for Maybank savings/current account holders and Maybank credit card cardholders. The bank customer who
has Maybank savings/current account or Maybank credit card can use this system to pay bills.
        This function has brought many benefits to the bank customers. It allows the bank customers of Maybank to
settle bills by debiting their Maybank savings/current account or credit card. It is very convenience for the bank
customers. They can pay bills at anywhere and anytime through this information system. Besides that, it is time
saving. The bank customers do not need to spend a lot of time to go the bank and pay their bills. They just need to use
their mobile phone or computer to login their online banking account and press a few button to pay the bills. It is very
easily and quickly. This bill payment service can be used for payment of utilities fees, telephone and internet charges,
Astro fees, income tax payment, and credit card expenses and so on.
There are a few steps for customers to pay their bills by this information system. First, you need to go
http://www.maybank2u.com.my and press the login button. Second, you should key in your username and password.
After login your account, press the ‘accounts & banking’ and select ‘Bill Payment’. Next, click the ‘Make a one-off
payment’. Step 1, you should select the payee. You can see the top 9 payees after click the ‘Make a one-off payment’.
If you want to pay electric bill, you may find ‘Tenaga Nasional Berhad’ from the top 9 payees and select it. If there
don’t have the payee that you want to select, you can go to ‘View all payees by category’ which is beside the top 9
payees and click the arrow to find the payee. Step 2, you need to key in the amount that you want to pay. Below the
‘From Account’, you can see the ‘Effective Date’. The function of the effective date is allowed the customer to set the
date to pay the bills. Then, you can type the bill account number and press the continue button. Step 3, you should
request a Transaction Authorisation Code (TAC) number. Click the ‘Request a TAC number’ and wait the bank send
the TAC number to your hand phone. After receive the number, you need to key in 6-digit number at the space beside
the ‘TAC :’ and press continue button. Last step, you should check the payment successful or not and you can print
out the receipt.
        Other than that, the functions of this information system also include check current account balance. As the
technology advances, customers do not need to bring their bank books to the bank and check their account balance.
They can check their account balance at anywhere and anytime through the internet. Nowadays, Maybank also
develop a mobile app for their customer. They can login by their fingerprint to check their account balance. It is very
easily, friendly and convenience to the customer.
        To check the account balance, customers need to complete a few steps. First, you need to go
http://www.maybank2u.com.my and press the login button. Second, you should key in your username and password.
After login your account, press the ‘accounts & banking’. Then, you can view your account balance, account number
and account details.
        Moreover, the function of this information system is investment. Maybank also provide Maybank2u Online
Unit Trust services. This service is suitable for existing Maybank2u users (individual only) who have a Unit Trust
Account with Maybank. The existing Maybank2u users can purchase, top up, redeem and switch their Unit Trust fund
online through this service. This function allows the customers to invest unit trusts at anywhere and anytime through
the internet. It is very convenient and useful for the customers. In addition, customers who use the Maybank2u Online
Unit Trust services can enjoy lower sales charge.
        To purchase the Unit Trust fund online, these steps must be satisfied by the customers. Step 1, you need to
assess http://www.maybank2u.com.my and press the login button. Step 2, key in your username and password. Step 3,
you should press the ‘Investment’ after login your account. Step 4, click ‘Unit Trust’. Step 5, select ‘Unit Trust
Transaction’. Step 6, you may select your Unit Trust Account Number. Step 7, select ‘Subscribe New Fund’ after
select your account number. Step 8, select ‘Fund House’ and press the continue button. Step 9, select ‘Fund Name’
and press continue button. Step 10, you can select your payment account. Step 11, you should key in the amount
which you want to purchase and your contract number. Next step, check the terms and conditions box and press
continue button. Last step, you need to verify and click confirm.
        For the purpose of top up Unit Trust fund online, customers must complete the following steps. Step 1, you
need to assess http://www.maybank2u.com.my and press the login button. Step 2, key in your username and password.
Step 3, you should press the ‘Investment’ after login your account. Step 4, click ‘Unit Trust’. Step 5, select ‘Unit Trust
Transaction’. Step 6, you may select your Unit Trust Account Number. Step 7, select ‘Top Up’ on your existing fund
and press the continue button. Step 8, you can select your payment account. Step 9, you should key in the amount and
your contract number. Step 10, check the terms and conditions box and press continue button. Last step, you need to
verify and click confirm.
        To redeem the Unit Trust fund online, customers must complete the following steps.  Step 1, you need to
assess http://www.maybank2u.com.my and press the login button. Step 2, key in your username and password. Step 3,
you should press the ‘Investment’ after login your account. Step 4, click ‘Unit Trust’. Step 5, select ‘Unit Trust
Transaction’. Step 6, you may select your Unit Trust Account Number. Step 7, select ‘Redeem’ on your existing fund
after select your account number. Step 8, you should key in the units which you want to redeem and your contract
number. Step 9, check the term and condition box. Step 10, click the ‘Request a TAC number’ and wait the
Transaction Authorisation Code (TAC) number sent to your hand phone. Step 11, you need to key in the TAC number
which you had received and click confirm.
        For the purpose of switch Unit Trust fund online, customers must satisfy the following steps. Step 1, you need
to assess http://www.maybank2u.com.my and press the login button. Step 2, key in your username and password. Step
3, you should press the ‘Investment’ after login your account. Step 4, click ‘Unit Trust’. Step 5, select ‘Unit Trust
Transaction’. Step 6, you may select your Unit Trust Account Number. Step 7, select ‘Switch’ on your existing fund.
Step 8, select ‘Fund to Switch In’. Step 9, you may key in your contract number and press continue button. Step 10,
you should key in ‘Number of Units to be Switched’. Step 11, check terms and conditions box and click continue.
Step 12, request a Transaction Authorisation Code (TAC) number and key in it. Last step, you need to verify and click
confirm.
       After the customer complete all steps to purchase, top up, redeem or switch the Unit Trust fund online, they
will receive a confirmation advice via email within 14 workings days.
Question 2b) Prepared by Woo Shu Yi
With the rapid development of science and technology, online banking becomes more and more popular. This
is because online banking provides a lot of services for the users. There are many advantages to the users who enjoy
the online banking services. For instance, online banking is very convenience to users because they do not need to go
the physical bank to make bill payment, check account balance or transaction history, transfer fund and etc. They just
need to login their online banking account by their mobile phone or computer and complete a few steps to do what
they want. It is very easily and useful. However, online banking still needs to be improved.

In recent years, Maybank provide a mobile app for its customers which called ‘MaybankPay’. This mobile
app allows the customers to enrol their debit, credit or prepaid cards in their mobile phone and uses it to make
contactless payment. When the customers want to use MaybankPay to make payment, they need to launch
MaybankPay app. Then, key in passcode. Next, select the card which they want to use to make payment. Last, press
make payment. It is convenience but I think it is not so secure.

One of the improvement which provided by me is online mobile wallet. Nowadays, people rely on their
mobile phone. People can do anything through their mobile phone. Hence, I suggest Maybank can develop a new
mobile app which called ‘Maybank Mobile Wallet’. This mobile app is similar with Alipay. It is very convenience,
friendly, safety and useful to the users.

Maybank Mobile Wallet is a mobile app which allowed the users to top up money through their online
banking account of Maybank or another bank and use it to pay money. Sometimes, people may forget to bring their
wallet when they go out. They just realize that they do not bring their wallet when they want to use the money to pay.
This is very inconvenience for people. Therefore, I suggest developing Maybank Mobile Wallet because this mobile
app can avoid this type of case happen.

This mobile app is very easily to use. Users just need to complete a few steps, and then they can use this
mobile app to make payment. First step, users should install Maybank Mobile Wallet from Play Store. Second step,
sign up a new account. Users must set the username and password. After sign up a new account, users need to top up
money to their mobile wallet. They can top up their mobile wallet through the online banking account of Maybank.
Customers also can top up from another bank’s account. For example, Public Bank, CIMB Bank, Hong Leong Bank
and etc.

When the users want to use the Maybank Mobile Wallet to make payment, there are only four steps need to be
completed. First, users should go into their Maybank Mobile Wallet. Then, show the QR code or barcode to the
cashier and let the cashier to scan the QR code or barcode. Next, the users should key in 6-digit passcode. Last, press
the ‘Make Payment’ button. After done all these steps, the payment is completed.

MaybankPay and Maybank Mobile Wallet is similar but still have difference. In my opinion, Maybank
Mobile Wallet is more secure than MaybankPay. Customers need set the purchase limit of MaybankPay through
Maybank2u or ATM before they use the debit card in MaybankPay. For Maybank Mobile Wallet, customers do not
need to set limit. They just need to top up the amount of money they want and use the money inside the wallet only.
For instance, customer top up RM50, then he or she can only use the RM50 to make payment. This is more secure
because customer can avoid other people use too much money in the mobile phone.

Besides that, the improvement which provided by me is online activate. I suggest Maybank to add this
function at online banking. This is because this function is convenience and time saving for the bank customers.

For the customers who do not use their bank account to make payment, transfer fund or other more than one
year, their bank account may be frozen by the bank. Customers should to go the physical bank to unfreeze their
account. They need to wait and line up for a long time and go through a lot of procedures to unfreeze their bank
account. This can cause the customers in convenience and time consuming.

Consequently, I suggest Maybank add in online activate at the online banking. Online activate is a function
which allow the customers to activate their bank account by themselves. Customers just need to key in their username
and click ‘Reactivate’. After click the ‘Reactivate’, customers will receive an email (include 6-digit number) from the
bank. Next, customers should key in the 6-digit number which receives from the bank and click confirm. The bank
account will be activated after the customers complete these procedures. Online activate is useful, convenience and
time saving for the customers.

Categories Example Justification

For more secure, bank may
improve its security system.
Bank can develop the biometric
identification or facial
Cost of development.(Paying salaries) recognition in order to enhance
the security. Bank needs to hire
the developer to develop the
new system.
(i) Tangible Costs
If the bank wants to develop the
new software, they need to
increase more equipment to
control the software. For
Cost of equipment. example, bank need to develop
“ Maybank Mobile Wallet”,
they need more computers or
other electrical appliance.

(ii) Tangible Benefits Since the bank uses the “pop

out promotion” advertisement,
it enables to attract more
High business revenue earned
customers.

Reduces the overtime of employees and If the users can online activate
the users can save their time. their account on their own, this
reduces the overtime of the
employees.
Most of the user’s account
“freeze” by the bank because
there is no transaction
throughout the year, if the user
can online self-active or update
their account, they can save
their time and transport fees
instead of lining up at the bank.