COVID-19: Finding the silver lining
Defining imperatives to win C
i
How can we use digital channels to enable contactless operations for customers?
Contactless banking leveraging door-step services, emerging-technologies, and repurposed ATMs can help adapt to changing customer behavior. Now Next
Common initiatives
Medium-term Scenario-specific initiatives
Long-term Scenario-specific initiatives
Offer doorstep banking services Use mobile ATMs and cash deposit machines (CDMs), and banking correspondents with handheld devices to offer high and moderate frequency banking activities at the doorstep.
Build industry-leading digital channels Enhance digitisation using current bestpractices (e.g., video KYC, chatbots, digital savings account, and feature phone banking).
Use emerging technologies to enable contactless banking Deploy technologies such as wearables and AR/VR to offer contactless payments and authentication services, and virtual banking experience.
Enhance ATM functionality to reduce branch dependence Convert ATMs into mini branches offering contactless highfrequency services (e.g., cash deposit, account transfer, and passbook updating).
Minimise physical front-end operations Retain select branches for specialised/ lowfrequency services, shifting other activities to ATMs and digital channels. 21
