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207Chairman’s Review – Business Operations ReviewInformation & Communications TechnologyThe enterprise network was revamped to meet increaseddemand for bandwidth capacity and reduce the complexityof the infrastructure. As part of the revamp, new high-endCisco data centre switches and routers were installed witha throughput of up to 40 Gigabits per second. The newnetwork equipment provide features such as load balancingand network interfacing to support high availability networkconnections whilst the network monitoring system providesbetter management of data flows and detection ofperformance bottlenecks.Increasing Operational EfficiencyDuring the year, Public Bank carried out various activities tooptimise data centre resource utilisation, increaseinfrastructure flexibility, facilitate rapid changes and improvethe efficiency of preserving and managing data. Virtualisationtechnology that allows efficient computing resourceconsolidation was employed to arrest the proliferation ofnew servers, thus improving manageability while reducingthe carbon footprint of the data centre. At the same time,greater automation of data centre processes was developedto further simplify operational workflow and remove the needfor manual intervention.To achieve more streamlined internal processes at HeadOffice, the use of Straight-Through-Processing (“STP”) wasfurther expanded. For instance, the process of creditinginward RENTAS payments into beneficiary accounts wasconverted from multiple fragmented processes into an STPworkflow that has resulted in speedier and error-free dataprocessing from end to end. At the branches, numerous STPworkflows were also implemented within the Branch DeliverySystem. These include online cross checking against theDishonoured Cheques Information System during accountopening, automatic updating of counter rates streamed fromReuters and developing Credit Files Inventory System torecord and track the movement of credit files nationwide.Strengthening Resilience of SystemsA technology update of the backup data centre facilities wasperformed to further strengthen Public Bank’s readiness torecover from potential system trauma. This involvedincreasing capacity at backup data centre facilities to matchcapacity at production sites as well as improving dataprotection facilities with hardware-based instantaneousreplication. For instance, the backup Unisys mainframe wasreplaced with a new model for higher performance to ensureservice levels remain unimpaired at the backup site.Various critical systems were also connected to the existingEMC Clariion Storage Area Network (“SAN”) to capitalise onthe replication technology which can simultaneously replicatedata from production site to the backup site. This has vastlyimproved the method of system restoration, shortenedrecovery time and reduced data loss by eliminating the needto recover data from traditional backup tapes. In addition,disk-based technologies were used to replace the outmodedphysical tape and optical disk backup with Virtual TapeLibraries (“VTL”) and Content Addressed Storage (“CAS”)which also support replication with similar benefits. New VTLwith 550% larger capacity were purchased while the existingSAN and CAS storage capacity were expanded by 50% tocater for increased usage.Enhancing Level of Customer ServiceIn 2012 more self service terminals were installed at branchesfor greater customer convenience. Since first introduced lastyear, Cash Recycling Machines (“CRMs”) have becomemainstream and more units were deployed to complementthe existing single function Automated Teller Machines(“ATMs”) and Cash Deposit Terminals. CRMs provide higherservice uptime for customers as disruptions from cashreplenishment and unloading of full bins are minimised sincecash deposits are recycled, redeployed and made availablefor immediate withdrawal. More than 180 units have beencommissioned, making Public Bank the largest installedbase of CRM in the country.Further to the expansion of existing channels, a new mobilechannel that allows customers to trade shares via Androidsmartphones was also released. The Android apps calledPublic Invest eTrade is available for free download from theGoogle Play website and supports most smartphones.
208PUBLIC BANK BERHAD Annual Report 2012Resilient AlwaysChairman’s Review – Business Operations ReviewInformation & Communications TechnologyMeeting Regulatory RequirementsThe system enhancements were undertaken to meetincreasingly stringent regulatory reporting and furtherstrengthen risk management including the pilot project forBNM STATSmart Reporting System. In addition, newportfolio management systems are being sourced to reinforceexisting risk management framework in the area of advancedrisk analytics, stress testing and scenario analysis. Otherimprovements made include enhancements to the BranchDelivery System to detect potential money launderingactivities as required by the Anti-Money Laundering/CounterFinancing of Terrorism (“AML/CFT”) Act. To further improvecurrent detection capabilities, Public Bank is sourcing forAML/CFT software solutions. In addition, enhancements willcontinue to be made to application systems beyondregulatory requirements to maintain greater surveillance onunauthorised or suspicious activities in order to safeguardthe Public Bank Group’s information technology assets.Combating Fraud and Reinforcing SecurityTo prevent fraud, the EMV smartcard standard wasimplemented on a wider range of devices for the PublicBank Group’s card business. According to Visa International,Public Bank is the first bank in Malaysia to deploy EMVcompliant ATMs. These new ATMs authenticate EMVmicrochip instead of the more vulnerable magnetic stripe,hence provide better safeguard against fraudulent cashwithdrawals. EMV-compliant point-of-sales terminals havealso been enhanced to support the recently released EMVequivalentUnionPay Integrated Circuit Card standard foracceptance of UnionPay credit or debit cards from China.Such security features thwart the use of counterfeit cardsand will help to bolster customers’ confidence.The Public Bank Group’s “Secure Everything” policycontinues to be rigorously enforced to secure and strengthendata security to counter the threat of internet fraud andcyber-attacks. This involves instituting security intelligencecapabilities to stay ahead of potential targeted attacks,insider fraud and unauthorised configuration modifications.The present multi-tier security infrastructure comprising bestof-breedsecurity appliances was duly reinforced with ‘cleanpipes’ to address targeted attacks such as DistributedDenial of Service. Internet Service Providers that provide the‘clean pipes’ service screen potential threats and head offmajor attacks before they fully develop. Plans are alsounderway to replace unwieldy stand-alone bolt-on securitydevices with single or all-in-one appliances that provideintegrated security capabilities thus simplifying the security ofinfrastructure for ease of management and administration.
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