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For this booklet, e-banking is defined as the automated delivery of new and traditional banking
products and services directly to customers through electronic, interactive communication
channels. E-banking includes the systems that enable financial institution customers, individuals
or businesses, to access accounts, transact business, or obtain information on financial products
and services through a public or private network, including the Internet. Customers access e-
banking services using an intelligent electronic device, such as a personal computer (PC),
personal digital assistant (PDA), automated teller machine (ATM), kiosk, or Touch Tone
telephone. While the risks and controls are similar for the various e-banking access channels, this
booklet focuses specifically on Internet-based services due to the Internet’s widely accessible
public network. Accordingly, this booklet begins with a discussion of the two primary types of
Internet websites: informational and transactional.

Informational websites provide customers access to general information about the financial
institution and its products or services. Risk issues examiners should consider when reviewing
informational websites include:

Potential liability and consumer violations for inaccurate or incomplete information about
products, services, and pricing presented on the website;
Potential access to confidential financial institution or customer information if the website is not
properly isolated from the financial institution’s internal network;
Potential liability for spreading viruses and other malicious code to computers communicating
with the institution’s website; and
Negative public perception if the institution’s on-line services are disrupted or if its website is
defaced or otherwise presents inappropriate or offensive material.

Transactional websites provide customers with the ability to conduct transactions through the
financial institution’s website by initiating banking transactions or buying products and services.
Banking transactions can range from something as basic as a retail account balance inquiry to a
large business-to-business funds transfer. E-banking services, like those delivered through other
delivery channels, are typically classified based on the type of customer they support. The
following table lists some of the common retail and wholesale e-banking services offered by
financial institutions.

Table 1: Common E-Banking Services

Retail Services Wholesale Services

Account management Account management
Bill payment and
Cash management
New account opening Small business loan applications,
Consumer wire transfers approvals, or advances
Commercial wire transfers
Loan application and
Business-to-business payments
Employee benefits/pension
Account aggregation

Since transactional websites typically enable the electronic exchange of confidential customer
information and the transfer of funds, services provided through these websites expose a
financial institution to higher risk than basic informational websites. Wholesale e-banking systems
typically expose financial institutions to the highest risk per transaction, since commercial
transactions usually involve larger dollar amounts. In addition to the risk issues associated with
informational websites, examiners reviewing transactional e-banking services should consider the
following issues:

Security controls for safeguarding customer information;

Authentication processes necessary to initially verify the identity of new customers and
authenticate existing customers who access e-banking services;
Liability for unauthorized transactions;
Losses from fraud if the institution fails to verify the identity of individuals or businesses
applying for new accounts or credit on-line;
Possible violations of laws or regulations pertaining to consumer privacy, anti-money
laundering, anti-terrorism, or the content, timing, or delivery of required consumer disclosures;
Negative public perception, customer dissatisfaction, and potential liability resulting from failure
to process third-party payments as directed or within specified time frames, lack of availability
of on-line services, or unauthorized access to confidential customer information during
transmission or storage.

The advantages of E-BANKING ARE THE

1. Real-time Banking
2. Security
3. Time out feature
4. Easy to Setup Account
5. Easy to Sign in

Banking has come a long way from the time of ledger cards and other manual filing systems.
Most banks today have Electronic systems to handle their daily voluminous tasks of information
retrieval, storage and processing. Irrespective of whether they are automated or not, banks by
their nature are continually involved in all forms of information management on a continuous

The Computer is of course an established tool for achieving a competitive edge and optimal
resource allocation.
The most obvious banking application of Computers is customer service. Computerized banks
respond immediately to requests from customers for Statement of Accounts, Balance and
Account activity enquiries. With Signature and Image verification systems, the time taken to offer
typical cashier services like receiving and paying out of cash, is minimized.

Better Service
With advent of Automatic Teller Machines (ATM), banks are able to serve customers outside the
banking hall.
Furthermore, computers help banks to reduce the cost of doing business.
Although, the effectiveness of the Information Technology deployment in banks is another matter,
the fact remains that IT usage is now a reality. This is to be expected in view of the huge amount
of information being handled by banks on a daily basis. On the customer's side, cash is
withdrawn or deposited, cheques are deposited or cleared, statement of accounts are produced,
etc. At the same time, banks need up-to-date information on accounts, credit facilities, interest,
deposits, charges, income, profitability indices and other financial control information.

How effective is IT deployed by banks?

IT investment by banks include IT infrastructure such as Hardware, Software, Networking (local,
Wide Area and the Internet). For E-banking to be effective these areas must be well managed.
Banking software can be described as the heart and soul of a bank's IT infrastructure.

But having a good banking software may be of little value if your hardware is inadequate to meet
your needs. Likewise in today's E-banking, Networking cannot be ignored.
Banking today is much more than routine storage and retrieval of information. Computers give
banks the ability to quickly respond to market trends, changes in the business environment or
new directives from regulatory bodies such as the Central Bank and Ministry of Finance. In a
highly competitive banking industry speed is a clear-cut advantage.

The e-bank
E-banking refers to the effective deployment of IT by banks. But hold on, the fact that a bank uses
computers is not enough to qualify it as an E-Bank. How is Information Technology is used by the
bank to drive the business of banking - for immediate and future goals? It is a fact that today a
good number of banks cannot use their IT infrastructure to adequately deal with their immediate
information requirements. Do such banks qualify to be called E-banks?

E-banking is about using the infrastructure of the digital age to create opportunities -both local
and global. E-banking enables the dramatic lowering of transaction costs, and the creation of new
types of banking opportunities that address the barriers of time and distance. Banking
opportunities are local, global and immediate in E-banking.

The benefits of Electronic banking compasses a broad range of functions and include:
Electronic mail (email) improves communication between individuals and the bank, within the
bank, with the bank and external parties and between banks.
The availability of online information provides bankers and customers with a powerful vehicle for

Banks can provide information and services online, which customers can pay for, and receive.
Banking processes are made more efficient and cost effective by integrating other aspects of
banking operations such as treasury management and financial control.
If a banking function does not require physical interaction, it may derive the benefits of electronic

Where should the Real E-bank be?

First of all the bank must fully understand and appreciate the fact that the banking industry now
exists in a global village. It must therefore strive to provide local and global banking services
using the infrastructure of the Global village.

Most current E-banking applications use the Internet. The advantages of online banking are in
providing convenience and flexibility for customers. Let's take a look at some.

Online banking allows customers to get current account balances at any time. Customers don't
need to wonder whether a check has cleared or a deposit has been posted. At the click of a
button, customers can easily check the status of their current, savings, and money-market
Through online banking, banks can provide immediate account enquiries/statements online for
customers. Customers don't have to wait till month end for historical, snail-mail statements.

Online banking gives the ability to pay bills electronically. Electronic payments can be credited the
same day or the next. Customers can also download account transactions online. It should be
easy to import the transactions directly into typical PC programs at home or office.

The transfer of money between accounts is another powerful application of online banking.
Online banking provides flexibility, by allowing the customer to access his finances from any part
of the globe.

The Internet
Most of the applications mentioned involve the use of the internet. This is to be expected: the
Internet is the infrastructure for the current age. But hold it! E-banking is more than just Internet

In the still-evolving e-climate, in the E-conomy, it involves using the Net to exploit new
opportunities by transforming products and markets, and business processes.

E-banking also means developing new relationships with customers, regulatory authorities,
suppliers, and banking partners with digital age tools.
For example, it requires an understanding that customer/bank relationships will be more
personalized, resulting in novel modes of transaction processing and service delivery.

Today, banking executives and managers who still view e-banking as a passing craze risk being
left behind. E-banking is essentially about banks using new age methods and tools to expand into
new banking markets and grow.

Creating a corporate online presence for your bank should be more than just building a web site;
it should be about building a web business for your bank. To do this effectively, the people in
charge, i.e. the CEOs, not just the IT Directors and managers, must have a deep knowledge of
what E-banking culture demands. Banks can only apply IT effectively if management appreciation
exists. Unfortunately, many managers who claim to appreciate IT cannot use IT. Can you give
what you don't have?

IT today, E-business, E-commerce is not about routine information management or automation. It
is about using these unique tools to create opportunities, create new markets, new processes and
growth - the creation of e-wealth.

This will entail creative ideas and solutions, not simply the transplanting of block-and-mortar
concepts onto the Internet. The E-Bank must monitor the environment - local and global, with the
aim of understanding and mastering its environment. For E-banks, this involves collaboration
(local and international) on payments systems, cashless transactions, digital cash and other
electronic based projects.
It can be seen that the other immense potentials can only be realized if bank management and
staff, not just the systems staff, are sufficiently literate and aware. Presently, the banking industry
still has a lot to do in terms of training staff. The speed of change, together with the need for
proper orientation for the e-world makes training even more of a necessity.

For E-banking to be effective, an area that must be addressed is security. For any IT based
service, the convenience associated with E-banking increases the need for security.

In E-banking, the core security areas must be addressed: Confidentiality, Integrity and Availability.
A key concern is that of privacy. You cannot expect to do business on the net without addressing
the privacy concerns of people you do business with. Do you have a privacy policy? No customer
wants to click away to a negative balance. Security in online banking is typically provided through
the use of a user ID and password. These and other security measures must be installed and
must be effective to prevent not only the breach of privacy, but other security concerns like the
alteration of data, IT fraud, etc.

But it is in ensuring system availability that banks still have a lot of work to do. When you are an
E-bank, your banking services are totally dependent on IT. Of what use are powerful and
functional programs, which are lacking in recovery procedures in an environment where
telecommunications services are still at best epileptic. Fault tolerance and robustness of the IT
setup in a bank must never be underestimated. Contingency plans should be put in place to
handle this persistent problem of availability.

As an E-Bank offering worldwide services, the fault-tolerance of its IT infrastructure cannot be

compromised. Availability planning must address power supply, telecommunications, Internet
service, quality of technical support, backup facilities, robustness of IT setup (Hardware, banking
software, Networking).

In conclusion, to be a true E-bank, each bank must identify its own unique targets, focus
and style. Banks need to realize that E-banking is more than simply banking on the
Internet. E-banking is more than having a web site. E-banking is about building a web
business for your bank.

QUESTION: What is eBanking? Without relating to any specific bank, How does it work? What
are the advantages and disadvantages using ebanking?

ANSWER: There is no official definition of this term, but it generally implies a service that allows
customers to use some form of computer to access account-specific information and possibly
conduct transactions from a remote location - such as at home or at the workplace. The obvious
advantage to the consumer is convenience--one bank recently used the advertising motto "bank
naked" to emphasize the customer's freedom to conduct routine banking transactions from the
comfort and security of his/her home 24X7

Anywhere Banking

ICICI Bank is the second largest bank in the country. It services a customer accounts
through a multi-channel access network. This includes branches and extension
counters, ATMs, Call Centre and Internet Banking .
Thus, one can access the various services ICICI Bank has to offer at anytime, anywhere
and from anyplace. To learn more about the various channels, please click on the topic of
your interest mentioned in the left menu.

Phone banking

A user friendly automated service menu offers you convenient access to your account coupled
with security as, all your transactions are protected by a ATM Pin - The Personal password to
your Banks & Credit card Account and Tpin for your Demat Account. But if you do need any
assistance our officers will be glad to help you

Self Phone Banking (IVR) access Mechanisms are as follows:

For Deposits -The customer would need to key-in his

ATM/Debit Card Number and its corresponding ATM
For Credit Cards -The customer would need to key-in
his 16 digit Card Number and its corresponding ATM
For Demat Account Holders -The customer would
need to key-in his 14 Digit Demat Account Number and
its TPIN
For Bond Account Holders -The customer would
need to key in his Bonds holder Number only.


Bank on the move with ICICI Bank Mobile Banking. With ICICI Bank, Banking is no longer what it
used to be. ICICI Bank offers the Mobile Banking facility to all its Bank, Credit Card, Demat and
Loan customers.

ICICI Bank Mobile Banking can be divided into two categories of facilities:

Alert facility: The ICICI Bank Mobile Banking Alert facility informs you
promptly of the significant transactions in your accounts. It keeps you
updated wherever you go.
Request facility: ICICI Bank Mobile Banking Request facility enables
you to ask for your account information.

It’s simple! It’s easy!!

Use any of the following modes to access Mobile Banking:
For all GSM mobile operators Use ICICI Bank’s If you are an Airtel,
and Tata Indicom users. downloadable menu. Vodafone or Reliance Mobile User?
Idea customer. Use R-world.


ICICI Bank's 24 Hour ATM network is one of the largest and most widespread ATM Network in
India. Our ATMs are located in commercial areas, residential localities, major petrol pumps,
airports, near railway stations and other places which are conveniently accessible to our

ICICI Bank ATMs features user-friendly graphic screens with easy to follow instructions. We have
introduced ATMs which interact with customers in their local language for increased convenience.

Following are the features available on our ATMs, which can be accessed from anywhere at

Cash Withdrawal: Withdraw upto Rs. 25,000/- per day from your
account (50,000 for HNI's). Fast Cash option provides the facility of
withdrawing prefixed amounts. Ultra Fast Cash option allows you to
withdraw Rs.3000/- in one shot.
Balance Enquiry : Know your ledger balance and available balance
Mini Statement : Get a printout of your last 8 transactions and your
current balance.
Deposit Cash / Cheques : Available at all full function ATMs,
Customers can deposit both cash and cheques. Cash deposited in
ATMs will be credited to the account on the same day (provided cash
is deposited before the clearing) and cheques are sent for clearing on
the next working day.
Funds Transfer: Transfer funds from one account to another linked
account in the same branch.
PIN Change : Change the Personal Identification Number (PIN) of
ATM or Debit card.
Payments : The latest feature of our ATMs, this functionality can be
used for payment of bills, making donations to temples / trusts, buying
internet packs, airtime recharges for prepaid mobile phones and
much more...
Others :Request for a checkbook from our ATMs and our concerned
branch will dispatch it such that it reaches you within 10 working days.
Charges: There is no charge levied on ICICI Bank customers for
transacting on ICICI Bank's ATMs. However for customers not
maintaining the minimum quarterly average balance in their savings
account, first 6 transactions in the quarter will be free and Rs. 25 per
transaction will be charged thereafter.

Debit Cards

Combining the wide acceptability of a credit card and the thoughtful prudence of an ATM card,
the ICICI Bank Debit Card is the most convenient accessory for you. No more fear of
overspending. No more searching for the nearest ATM. Only more comfort and convenience!
Cashless Spending!
This debit card enables instant on-line debit to your ICICI Bank account. Every time you swipe
your card at restaurants, shops, petrol pumps, multiplexes, etc., the amount that you have spent
is debited to your account. Enjoy cashless shopping, dining, travelling etc.

Use Online Safely!

Now you can use your VISA Debit Card online to shop, buy airline and movie tickets, pay bills
and all of this from the convenience of your home or office. To ensure that your money stays
safe, we have added a second level of security for online usage of your card – in addition to
card details, you also need to enter your Internet Banking User ID and Password to complete
the transaction . Your VISA Debit Card can only be used on websites which are secured by
Verified by VISA. To register your card on Verified by VISA, please (click here). In case you do
not have an Internet Banking User ID and password please (click here).

Lost Card Protection!

Card is safer than cash! Feel safe even in the event of losing your card!! All you need to do is to
call our 24-hour Customer Care, and a new card would be issued to you within a week. You
are protected from any financial liability arising from any purchase transaction made on your
lost card. This insurance is valid only on non-cash transactions made at merchant outlets within
30 days prior to the date of reporting.

Countrywide Acceptance!
Your debit card is accepted at over 3.5 Lakh merchant establishments in India i.e. restaurants,
department stores, grocery stores, petrol pumps, etc. Besides, you can use it conveniently at
more than 3,000 ICICI Bank ATMs and more than 18,000 VISA/MasterCard ATMs all over India.

Worldwide Acceptance!
Travel the world and enjoy the freedom of using your debit card. This debit card gives you
access to over 24 million shops and 1 million Visa ATMs all over the world, giving you the
freedom of payment anywhere in the world.