Executive summary

Scope

• Self-service equipment is regarded by this report as any customer-activated, customer-facing terminal.
• The report concerns itself primarily with the functionality and strategic role of such terminals. However, it does take account of significant related issues, for example, software, communications and outsourced operations.
• The report addresses the subject of self service as part of a bank’s physical representation. While this includes remotely-located self-service facilities, it does so only in cases where they have been deployed to extend a bank’s retail reach.
• The report does not discuss strategies or equipment targeted solely at generating profits from interchange income earned at third-party locations – whether the operator is an independent ATM deployer (IAD) or bank.

Key highlights

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Reasons to buy

• Enables strategists and senior executives to build up a composite picture of the state of developments in self service and the opportunities they offer.
• This report provides an overview of self service and how it can be leveraged to greatest advantage in retail banking.
• It also offers practical advice on how to approach the development of a self-service strategy. This is done through the framework represented by the proposed ‘ten-point plan’, and the ideas, tools and techniques referred to in the report.

Table of contents

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List of tables

Table 1.1: ATM growth by region, 2005-2011
Table 3.1: Barclays’ new signage policy
Table 4.1: Applications demonstrated at the first Agile Bank concept branch
Table 5.1: Germany: Payment infrastructure – number of terminals, 2001-2005 (000s)
Table 7.1: Sparkasse Herford: Share of transactions conducted by self service (%)
Table 13.1: Average transaction values, 2005-2006 (£)
Table 13.2: ATM withdrawals vs balance enquiries, 2005-2006
Table 27.1: The pros and cons of cash
Table 34.1: Fraud threats and solution options

List of figures

Figure 1.1: Biometrics market by technology, 2007 (%)
Figure 1.2: The ATM pictogram devised by ATMIA
Figure 3.1: Barclays’ Project Eagle branch trial at Abington Street, Northampton
Figure 3.2: Barclays’ ATMs with the new ‘tone of voice’
Figure 3.3: Barclays’ Colindale branch
Figure 4.1: The Agile Bank at Ad Astral Park demonstrates the latest in multichannel banking
Figure 5.1: The Knax comic – a magazine for young Sparkassen customers
Figure 6.1: A birds-eye view of the Sparkasse Forchheim branch
Figure 6.2: Customers are guided to the service they require by subtle colourcoding
Figure 7.1: Sparkasse Herford – created by mergers
Figure 7.2: The ‘new-look’ Sparkasse Herford branch, featuring Crossini’s coffee shop, 24-hour lobby, an airy banking hall and the Knax Klub
Figure 8.1: The principal branch in Wiedenbrück
Figure 8.2: A panoramic view of the branch
Figure 8.3: The spacious self-service lobby
Figure 12.1: A ING Vysya Bank branch
Figure 13.1: ATM locations, 2006 (%)
Figure 13.2: ATM withdrawals vs balance enquiries, 2006 (%)
Figure 15.1: Usage of distribution channels in Canada, 2000-2006 (%)
Figure 15.2: Functionality of ATMs in terms of services offered (%)
Figure 16.1: CIBC ATMs at a flagship branch
Figure 18.1: South African banking system transactions, 2003-2005 (m)
Figure 19.1: An Absa Bank mobile ATM
Figure 19.2: An Absa Bank self-service kosk
Figure 20.1: A mobile FNB ATM unit
Figure 20.2: An FNB branch ATM
Figure 21.1: SpareBank 1, Jevnaker
Figure 21.2: Branch and lobby facilities at SpareBank 1, Jevnaker
Figure 22.1: An Emirates Bank meBANK lobby
Figure 22.2: An Interact stand-up multimedia terminal
Figure 22.3: A ‘Remote Adviser’ facility in a Nationwide ‘member access point’ (a small highly-automated branch)
Figure 25.1:Money transfer market industry growth, 2000-2007 (US$ bn)
Figure 26.1: A Hypo Bank advertisement announcing its new payphone-style banking booth
Figure 26.2: A Co-operative Bank walk-in kiosk
Figure 26.3: An early Bank of Scotland onsite banking unit
Figure 26.4: A modern drive-up ATM housing
Figure 26.5: Ideas for a standalone drive-up/drive-through unit
Figure 26.6: The ANZ Telstra integrated ATM and payphone booth
Figure 30.1: Customers’ arrival volumes
Figure 30.2:What customers do at the teller
Figure 30.3: Teller service improvement
Figure 30.4: Branch optimisation