Hdfc Bank Digital Journey - · PDF file• Provides banking convenience to users with...
Transcript of Hdfc Bank Digital Journey - · PDF file• Provides banking convenience to users with...
HDFC Bank’s Digital journey & CIO’s take on getting Enterprise Digital Ready
Munish Mittal
Group Head – IT & CIO
HDFC Bank Limited
HDFC Bank – Future Ready
NEFT / RTGS Transactions
Highest RTGS volumes
Second Highest NEFT after SBI.
NetBanking
175 types of transactions
61 lacs active users
MobileBanking
Highest Mobile Banking transaction volumes (by
value)
POS and mPos
Highest share of both issuance and acquiring market
in India ; 3 crs txn pm
E Commerce
Market Leader with 42% market share ,
– 2.5 Crs txn pm
Tax Collection
91% of tax collected through online mode.
CBDT / CBEC - Second largest in the country
Rural Initiatives
12000 customers registered for Government Payment vide Arthiya
Cards.
Total Amount Received in FY 14-15 is Rs 10,168 Cr
Innovation
Prepaid card customised solutions , Mobile / Net based solutions and applications like Chillr , PayZapp ,
SmartHub etc.
Digital @ HDFC Bank : all pervasive reach
• Net and Mobile Banking
175 +Txns offered on NetBanking
75+ services (financial + non financial transactions) offered on lite site and App
Services offered across platforms: SMS, Toll-Free, USSD, Lite Site, Smartphone Apps. Hindi Android app.
11 non financial transactions offered on SMS
4 non Financial transactions offers on Toll-Free Mobile Banking
Comprehensive and Convenient : Our Digital Platforms
Most txns are
online, real time
Accounts, FD
• View A/c details
• Download A/c Stmt
• Book FD /RD
• Liquidate FD/RD
• Add a Nominee
• Sweep in For FD
Fund Transfers
• Transfer Funds Within Bank
• Transfer Funds to Other Bank Accounts using
• NEFT
• IMPS
• RTGS
• Chillr
Bill Payments
• Pay Utility Bill, Mobile Bils
• Pay through A/c, Debit /Credit Card
• Top up Mobile / DTH PAymets
Others
• View Loan details
• View Credit Card details and make payments
• Redeem points for Debit /Credit Cards
• Invest in Mutual Funds
Value Added
• Form 15 G /H
• Prefilled Deposit slips
• IPO Application
• Live Stock ticker on Demat
Page
Mobile Banking usage has increased at a YOY rate of 88% (Mar ’13 – Mar ‘15)
Mobile Banking demos at branches is unique to HDFC Bank – Over 3.24 Lac demos given each month
MobileBanking
Offers 75+ transactions – the widest amongst all banks in India.
The value of Mobile Banking transactions at over Rs.
60.3 Bn (as on Mar ‘15) is more than double of our
nearest competitor
In FY 14-15, we increased penetration of Mobile Banking in
Rural areas by 92% and Semi Urban areas by 76%.
SMS / Toll Free Banking
• Provides banking convenience to users with feature phones & no data connectivity
• Frequently used trx like A/c Info, Balance Enquiry, Cheque book request
• 4 trx on Toll free channel free to customer
• 10 trx on SMS banking channel available in English & Hindi
USSD Platform - * 9 9 #
• Provides convenience of cashless funds transfers to users with feature phones & no data
connectivity
• Funds transfer can be done by knowing beneficiary’s MMID or A/c No.
Mobile App & Mobile Lite Site
• Provides banking convenience to users with smart phones
• 75+ transactions including A/c Info, Funds Transfers, Bill Payments, Investments etc • Across all platforms: Android, iOS, Windows, Blackberry, Symbian
Mobile Banking : for all segments and profiles
Wearables : Watch Banking on I Watch
Cashless P2P and P2M transactions
Lets users send money immediately to anyone in their phone
book 24x7
Allows Proximity Payments: Send money without sharing
mobile numbers
No POS terminals required for P2M
Ideal for Small & Medium merchants
Separate P2M App ‘Chillr 4 Business’ to be launched soon
for merchants with multiple sales staff / accepting COD
In just 4.5 Months:
Over INR 13.8 Mn cashless money transfers
234,657 downloads
P2P Payments right from the contact list
P2M payments uniquely
done in Chandigarh
Chillr
PayZapp
SmartBuy
“First in Industry”: A One Stop Online portal, offering customers powerful discount offers, rewards redemption and pay by EMI.
HDFC Bank is the first bank in India to launch WatchBanking
Only bank in the world with maximum number of features on its
Apple Watch App
Set a worldwide industry benchmark on how banking can look like
on a smart-watch.
Most commonly used features now come with a greater
convenience:
View A/c information
Bill Pay & Recharge
Request A/c Statement & Cheque book
Locate HDFC Bank ATMs & Branches
Hotlist Debit Cards in case of emergency / card loss
Call the bank using Apple Watch
Locate offers and deals
Future Ready - WatchBanking
Copyrights © HDFC Bank Confidential / Restricted / Internal / Public*
Market Demand - eCommerce Transactions - 2015
• Sale by etailers – Amazon & Flipkart (13th Oct-215 to 17th Oct-2015)
– 20 lac+ products
– Flipkart turnover of $300 million in GMV (Gross Merchandise Value)
– We processed approximately 1.65 lac to 2.20 lac transactions for market
places like Amazon, Flipkart… value over 200 crores
• Overall peak of ~150tps of which over 15 to 30 peak tps range
from likes of Flipkart, Amazon …
Copyrights © HDFC Bank Confidential / Restricted / Internal / Public*
Enterprise alert Engine Sources for Messages
All CASA alerts (Netbanking, Insta alerts(Real Time & EOD) and
InstaalertFC)
OTP alerts (Netbanking and CBCI)
All transaction alerts via PRM and replicated through Oracle Golden
Gate (PRM)
35+ other source system
SMS and OTP alerts sent via multiple aggregators
Processing avg. 7 million alerts per day ranging 600tps-800tps (designed
for 1100tps)
30% alerts growth QoQ
Demand is to process 25 million alerts per day at whooping 2500 TPS
Copyrights © HDFC Bank Confidential / Restricted / Internal / Public*
IRCTC transactions – Direct Debit
Around 50,000 txns. per day
20% booking in 3 tatkal windows
8.00 AM (Start of booking for
new trains)
10.00 AM (Tatkal window for
AC booking)
11.00 AM (Tatkal window for
Non-AC booking)
All transactions are OTP enabled.
Avg. 1500 logged in Users during
tatkal window
Peak of ~2500 logged in Users
observed.
0
500
1000
1500
2000
2500
3000
3500
4000
28-Sep-15 29-Sep-15 30-Sep-15
01-Oct-15 02-Oct-15 03-Oct-15
Copyrights © HDFC Bank Confidential / Restricted / Internal / Public*
IMPS Net/Mobile Outward Transaction Flow 1
2
3 3
4 5 6
7 8
9
10
11 12
13 6
7
8
8
Digital Banking
Cloud
Leverage Technology
Sell More
Big Data
E-Commerce
Customer Delight
Customer Acquisition
Self-service is best service e-KYC Digital & on-line A/C Opening Real-time scoring, pricing &
approval Templatize credit buying & policy
administration to empower front-line
Customer centric Analytics Leverage AML, Fraud Prevention &
Scoring engines, Bureau data Close loop feedback fm across
channels Integrate social Leverage complaints,
voice(sentiment) data fm within enterprise
Enhance customer offerings E-tailing E-education E-tax E-governance
Logistics & Settlement Target all products
Future-proof architecture Agility to respond to rapid
change Common business services Workflow management Complex event processing Payment Hub Universal Payments Parametric Authorization Voice Biometric AADHAR, IMPS, EBPP Commerce Gateway
Demand Management 24x7 Availability Infrastructure
optimization
Channels Net Mobile ATM & POS Call Center Branch Video TV, Kiosk
Consistency of User-Experience Portal
Context based content Personalization Search Seamless navigation SELL Behaviour Analytics Sophisticated GUI
Real-time & Interactive Statements Rich common Transactions set across
channels
Offers, more relevant offers Date of validity & expiry of
offers Enhance life-time value of the
customer Store front culture, sell
everywhere Click-2-buy
Strictly Confidential © Financial Software and Systems Pvt Ltd
HDFC Bank & FSS partnership since 1996 (Content & slide courtesy FSS)
Payment Gateway
1. Nation’s first hosted PG & live since 2005
2. Over 16000 Merchants Integrated
3. Processing over 25 Mn Transactions per month
IMPS
1. No.1 processor for IMPS in terms of Value of Transaction in FY 2014-15
2. First bank to enable Chillr App that allowed funds transfer to contacts
3. Processing over 2.5 Mn Transactions per month
Financial Inclusion
1. First Bank to meet DFS mandate of Rupay Card Acceptance in PMJDY Scheme on Micro ATMs
2. Over 2500 Micro ATM Deployed on hosted services offering
3. Bank of Wheels launched in 2014
4. Leading Bank in Pungrain Project & Nestle Project
ATM Switch, Cards and Managed Services
1. EFT Switch - BASE24 : SI, Services, Support – since 1996
2.DCMS – since 2003 ; 53 Mn+ Cards issued
3.Reconciliation since 2003
4. DCC on POS since 2011
5. ATM Managed services – 5000 ATMs (commencing in November 2015)
HDFC Bank & FSS Partnering for Growth
Note: All data above is approximate numbers and subject to explicit confirmation to be obtained from HDFC Bank before any intended or unintended use.
Thank You