Another R60m for FNB ATM revamp

First National Bank (FNB) will spend a further R60 million to upgrade its legacy ATM network. This follows the R100 million new retail ATM roll-out in April.

Speaking in Johannesburg yesterday, FNB`s self-service channel head of IT Clifford Swift said this upgrade would include dramatic changes to its operating system, user interface and "dress panel" - the branding areas that surround a fixed ATM.

"With the new software and user interface, we have been able to cut transaction times down by 31% to an average of 18 seconds. This means our queues will move faster without the customer losing the positive experience. In fact, the new software should bring a far warmer and fuzzier feeling to making ATM transactions," explains Swift.

The investment will see FNB ATMs transition from IBM`s OS/2 operating system - which reached end of support last year - to Microsoft`s Windows XP. Microsoft sees further inroads with legacy monitoring systems from Pasmon and NCR Gasper being exchanged for Microsoft Operations Manager (MOM). The applications will also see an overhaul with Pascal moving to Java.

"FNB is the first to deploy Microsoft`s active directory services over mobile links, enabling full lockdown through a central directory. This will enable management of all windows settings and configurations; complete centralisation of windows management; and ability to deploy changes across the entire network with a single change," says Swift.

"MOM, on the other hand, will be far more cost-effective as a single point of monitoring for all ATM hardware and software events. We are also able to get real-time feedback on ATM activity and can plan our cash reserves according to trends."

Swift says FNB is the first bank to make use of Altiris DS to update software on the ATM itself. Predominantly employed for the distribution of software patches to end devices, Altiris has already been successfully deployed and tested on its in-store ATMs.

The software being installed is soon to be replaced with its friendlier, simpler version in the next two to three months, says Swift. A product of 18 months of local internal and external development, the software provides an intuitive channel to the customer, including greeting by name, identifying active accounts with the bank, real-time available balances and a spread of ATM transactions.

Despite the current version being considerably more attractive than its static, text-heavy predecessor, Swift says the bank`s intensive testing and customer feedback initiatives highlighted a few areas that needed further work. The next version is expected late this year, or early 2007, and will include the changes currently being implemented.

Cognisant that many of SA`s population are illiterate, the new platform leverages off easily recognisable graphics to enable icon-based transactions with text supporting. Transaction and account options offered are based on the products that each person has with the bank, the balance of that account and any limits placed on transacting on the account.

The revamp of the dress panel will see the final vestiges of the BOB brand removed, as FNB looks to cement its own branding, provide consumer education and prepare for 2010.

It will also see increased security measures. FNB has added a mirror at eye-level so that consumers can monitor activity behind them without turning away from the ATM. Three security cameras will also be placed at ATMs to monitor criminal activity.

"Two of these cameras are in plain sight and the third, while not hidden, is more difficult for criminals to find. We are serious about fighting crime and these measures will enable us to make greater inroads into pinpointing crimes and the manner in which they are committed, identifying the perpetrator and proceeding with substantiated legal action," warned Swift.