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205Chairman’s Review – Business Operations ReviewChannel ManagementPublic Bank aims to provide an online banking platform whichoffers customers a convenient, comprehensive and securechannel to perform their banking needs. In its effort topromote online banking and grow PBeBank.com’s customerbase, Public Bank launched the “PBeBank Click2Win”campaign for a period of four months from 1 December 2012to 31 March 2013 to encourage more customers to registerand use the Bank’s internet banking services.To safeguard customers’ interest and counter threats offinancial scams, Public Bank has put in place securityfeatures such as Virtual On Screen keyboard to reduce therisk of keystroke logging, making PBeBank AuthenticationCode mandatory for all online transactions and updating ofpersonal details as well as informing customers oftransactions performed via short message service alerts. TheBank has also put up alerts on its website to advisecustomers of financial scams and safe internet bankingpractices. Going forward, the Bank will continue to improveand introduce more secure authentication methods as partof its measure to maintain a secure internet banking channel.Mobile BankingPublic Bank continued to expand its spectrum of modernbanking facilities with the launch of another mobile bankingservice, Public Bank MyMobile Service on 15 February 2012in collaboration with MyClear. This service was developed tomeet growing customers’ demand for more convenient,secure and fuss free banking services. With Public BankMyMobile Service, banking services such as account inquiriesand fund transfers can be carried out through interactivescreens on all types of mobile phones using the UnstructuredSupplementary Service Data (“USSD”) technology. As aresult of the introduction of Public Bank MyMobile Serviceduring the year, the number of registered mobile users grewat an impressive rate of more than 590% to 32,815 as atthe end of 2012. Public Bank, in collaboration with MyClear,will also be introducing the smartphone version of theMyMobile service for iPhone, Android and Blackberrysmartphones to enable customers to access mobile bankingservices directly through their smartphones.Public Bank will continue to identify opportunities to integrateits mobile banking platform with its mainstream onlinebanking platform. The continued success of the Bank’smobile banking channel will depend on constant efforts toimprove its mobilebanking products and address customers’concern on security and protection of personal informationwhile performing banking transactions.
206PUBLIC BANK BERHAD Annual Report 2012Resilient AlwaysChairman’s Review – Business Operations ReviewInformation & Communications TechnologyThe Public Bank Group’s Information and Communications Technology (“ICT”) strategic initiatives remain focused in thefollowing areas:Supporting BusinessGrowthRaise processing capacity of systemsImprove enterprise network for greater capacityIncreasing OperationalEfficiencyIncrease infrastructure flexibilityAutomate or simplify workflows for greater efficiencyStrengthening Resilienceof SystemsTechnology update of data centre facilitiesImprove data protection with replication technologyEnhancing Level ofCustomer ServiceIncrease self service terminalsRelease new mobile delivery channelMeeting RegulatoryRequirementsEnhance systems to meet regulatory requirementsStrengthen risk managementCombating Fraud andReinforcing SecurityWiden use of Europay Mastercard Visa (“EMV”)Enhance security of infrastructureDuring the year, efforts were channelled to simplify work processes, support delivery of new products, create new channelcapabilities and further tighten data security. Investments in ICT innovation remained high on the list of priorities to ensurecompliance with regulatory requirements and achievement of good information technology governance.Supporting Business GrowthIn 2012, Public Bank invested more than RM100 million on ICT to support the Bank’s business growth and the associateddemand on technological resources. 20% of the ICT expenditure was invested to raise the processing capacity of the Unisysmainframe to deliver higher level of operational flexibility required by the constantly evolving credit card business. In addition,the internet banking system was migrated to new servers with more than twice the payload capacity to provide for morebusiness flexibility. As a result of higher level of expectation for internet and mobile banking services, single points of failurewere removed to provide high availability for uninterrupted operation. New Unix and Windows servers with higher processingpower were also purchased to replace aging servers in order to co-host more applications and consolidate multiple lowerendservers into a single server for ease of management, maintain stability of service and achieve greater cost efficiency.
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