Hendra Lembong, IT Director, PT Bank Central Asia Tbk
Payment systems in the world have always played a very important role in the economy of a country. With technology advancements, payment systems have become more and more efficient. Our central bank, Bank Indonesia is developing standards for payment systems so it can become a more interoperable ecosystem within Indonesia and support Open Banking. QRIS (QR Indonesian Standard) has been rolled out and BI-FAST payment system is expected to be launched end of 2021.
Just like other countries when moving towards Fast Payment, banks are required to maintain their system availability 24 by 7. Regulators and customers nowadays expect system maintenance or upgrade not to interfere with banking activities. Real-time transaction processing is also required. If there are any errors or problems, it has become a mandatory requirement for fast recovery. All systems and functions to support the customer activities, such as customer service and fraud detection are expected to have real-time capabilities to detect any anomalies to customer activities and transactions.
Payments using QR have also made payments across individuals and businesses more cardless and cashless, and the pandemic has drastically contributed to the acceleration of the social behaviour from physical to digital, such as giving gifts and religious donations.
Similar to other countries facing pandemic, customers expect to perform all banking needs from home instead of going to the bank branches. Employees are also expected to work more from home. Fortunately, in BCA, intensive Digitalization initiatives have started over 5 years ago with the implementation of Agile developments with Scrum Teams approach. Thousands of projects are delivered every year, focusing on both customer experience and internal automation. As per end of 2020, the no of digital online account opening has reached over 8000 accounts per day. BCA has also delivered cardless cash withdrawal via ATM for our customers and invested on API capabilities which allow BCA to connect with many ecosystem partners. During the pandemic, we also delivered our latest digital platform for Online Investments (Bonds and Mutual Funds) and also launched Lifestyle Apps in our mobile banking application.
Within BCA Technology Group, to support the above activities,there are 5 focus areas:
1. Always On Platforms
2. Agile Development using Mini-Companies
3. Cyber Security
5. Data-Driven Decision Making
Always On. To ensure all time system availability to our customers, BCA currently operates 3 active Data Centres to support important payment systems, such as Mobile and Internet Banking. Currently, transactions are load balanced to these 3 Data Centres making sure higher availability and as part of risk mitigation if there are any disturbances in one of the Data Centre.
Agile Development. Currently BCA has over 150 Scrum Teams that focus on developing 100+ Banking products and Services. By the end of 2020, BCA has 1000+ people working within the cross-function teams, with different roles such as product owner, developer, and SCRUM® Master. With the growth of the team size and the complexity of the product development, we utilize various technology tools to support engagement and collaboration, so the development teams can work from different locations. In 2020, BCA Development teams delivered 6.200+ features.
Cyber Security – With the growth of no of customers and transactions, especially with BCA’s electronic channel, making sure the customer data and transactions are secure have always been BCA’s highest priority. ISO 27001:2031 and PCI-DSS certification show BCA Commitment to ensure best practice on Security continues. BCA also continuously improving the Fraud Detection System combining rules and AI/Machine Learning engine to produce better False – Positive ratio in detecting potential fraud attempts.
Automation – To accelerate digitalization internally, improve processing time, and reduce human error at the same time, BCA are applying automation everywhere possible. In 2020, BCA delivered 100+ RPAs (Robotics Process Automation) and 50 OCR/ICR unique templates. These numbers are expected to increase significantly in 2021 as more BCA divisions jump into the RPA bandwagon.
Data Analytics – BCA has implemented an unstructured Big Data platform in 2017, so we can process a large amount of data with various data format. This allows us to analyse data from social media effectively. BCA now has over 100 Data Scientist and Data Engineering team members who help support hundreds of Data analysis projects and predictive model developments from all divisions and subsidiaries every year