Research and Markets (http://www.researchandmarkets.com) has announced the addition of Self-Service Banking and ATMs in the 21st Century to their offering.
“This report is clearly authoritative and comprehensive… an excellent summary of current and future thinking.” Ian Bain, Executive Director, Atmia Europe (ATM Industry Europe)
This report is concerned with all types of self-service equipment or customer-activated terminals, including the automated teller machine (ATM), automated depository, and kiosk.
In practice, equipment other than the ATM is still in the minority, and the population figures for ATMs therefore remain the best proxy for an overall assessment of the installed self-service base. Many external factors (including political, economic and social) will determine the rate of growth and nature of the global estate.
Industry consensus predicts the further automation of the counter, the development of the kiosk, and videoconferencing, as the self-service developments that will have the greatest impact in the short term. Research undertaken in the compilation of this report would support that viewpoint.
The total global estate of ATMs reached 1.142m by the end of 2001 (the latest date at which consolidated market data is available) and is projected to reach a global total of 1.54m by end 2007. Of these, 345,000 were located in the USA, a number that exceeded the machine populations of every other region. For example, outside Japan, the populous and economically dynamic Asia-Pacific region still had fewer than 200,000 machines in operation.
Members of the major payment systems organisations, MasterCard and Visa, have access to around 800,000 ATMs globally. (Sources: Retail Banking Research, MasterCard and Visa)
This report looks at the development of the industry and gives you a complete guide to the worldwide market and pays particular attention to developments in the USA, Asia-Pacific, Western and Eastern Europe and Africa
Chapters on the kiosk and ATM marketing are heavily orientated towards the role that this self-service equipment can now play in the following areas:
-the provision of a medium through which the customer can take control of their account
-the opportunities that arise to cross-sell to the customer when they are operating the online facilities
-the facilities and opportunities to both promote the products of the operator, or earn income from advertising the products of other organisations and
-the way in which such facilities can offer video access to remotely or centrally-located staff, e.g. for out-of-hours ‘personal service’, or to access a specialist.
The hardware and software tools with which to pursue these objectives are now widely available and many examples already exist of their successful deployment.
It now seems likely that kiosks have reached a level of functionality that will cultivate the interest of the customer and thus enable them to assume many of the advanced transactions previously destined to be handled by more sophisticated ATMs.
The basis of the business model that has grown out of the concept of the convenience ATM is discussed, with further examples of the new generation of independent ATM deployers.
The re-engineering of the value chain and support operation is seen as key to the success of this growing sector.
A range of tactics are discussed for migrating the work of the teller line into a self-service environment. Pre-requisites for success in this area include:
-ATMs capable of dispensing notes and coins
-the recycling of notes from deposits to withdrawals and migration to plastic-based accounts.
The report reviews a wide range of branch styles, and other outlets, in which self-service can be deployed to advantage, or which are specifically designed to facilitate self-service delivery. Conventional building techniques, modular and prefabricated buildings, and mobile banking facilities are reviewed. Authoritative input is also provided on designing both the outlets and the customer-machine interfaces. The relationship between customers, staff and self-service within the branch is seen as an important area for attention. Tactics are reviewed for achieving greater customer acceptance of self-service better management of staff to support the migration and the use of branch design to ease the process.
The Americans with Disabilities Act (ADA) 1990 was the forerunner of a sustained effort on the part of many support groups to achieve better access to ATMs (and other banking terminals) for customers with disabilities. The publication developed and published by the UK Centre for Accessible Environments (CAE) entitled Access to ATMs: UK design guidelines was put together with the support of both operators and suppliers. While the publication is UK-orientated, it has provided the self-service sector with a first set of principles, and practical guidance on the subject, that has a global relevance and following.
The basis for a viable self-service scheme will vary according to the circumstances of each operator. The various sources of income and other benefits are considered, alongside a range of operational costs. The need to ‘rightsize’ the network is seen as critical, and practical guidance is given on the approach to managing it for optimum return on capital.
The report concludes with a view of emerging technologies, provided by BT Group, that will enhance or run adjacent to branch-based self-service units.
Arab National Bank (ANB), Saudi Arabia
AutoBank E, South Africa
Barclays Group, UK
DBS Banking Group, Singapore
Euronet Worldwide, USA
HBOS (Halifax-Bank of Scotland), UK
IBM UK, UK
LINK Interchange Network, UK
Nationwide Building Society, UK
Piraeus Bank Group, Greece
Travelex Group, UK
Self-service banking pioneers