Taipei Fubon Bank, a subsidiary of the Fortune 500 listed Fubon Financial Holdings, is actively transforming its business model. The business model transformation is strategically focused on four major projects: talent engineering, efficiency engineering, ideal engineering, and focus engineering. With regard to information technology, the bank is actively pursuing an ‘efficiency engineering’ strategy with the prime focus on objectives and key results. Through automation and intelligent banking, RPA (Robotic Process Automation) has become the fulcrum of the transformation, and it has transformed the complicated manual administrative operations into automatic and intelligent digital processes.
Department Information Management System (WALL-E), an innovative intelligent automated administration process system, effectively enhances the efficiency of routine administration tasks through resource integration and process transformation. Currently, the bank has converted 45 percent of processes to automated and intelligent processes. With regard to process optimisation, relying on the extensive experience of the bank employees, the bank intends to improve the quality and reliability of the processes to increase the efficiency of the operations and management of the bank as a whole. After the launch of the project, the bank will adopt a well-planned automatic review mechanism is to enhance the efficiency of cross-departmental collaboration and communication. The project is also expected to reduce the process waiting time.
The functional module of the project design is depicted in Figure1 and it includes access control management, IT outsourcing personnel expense management, test environment server OS accounts management’, contract management, and personnel change.
The Department Information Management System (WALL-E) connects the relevant internal system functions of the enterprise through the three aspects of enterprise management as shown in Figure 2.
Operational risk control: The bank deploys automatic authorisation and automatic payment processes through the personnel change module and IT outsourcing personnel expense management module to minimise operational risk.
Legally-bound risk control: The bank exerts control over the immediate status of contracts and improves contractual law-based risk management and control through the contract management module function, contract life cycle record, monitoring management mechanism, and the intelligent inquiry fee payment system.
Information security control: Using the intelligent account checking function the bank improves the time difference of the access control process. The functions of access control management and test environment server OS accounts management module help immediately authorise the access control application. The system clears the virtual account and vests the account to prevent the account from being maliciously used, so as to achieve information security control.
From the quantitative analysis of effectiveness analysis as shown in Figure 3, the bank realised that overall:
- Performance of the personnel change module has increased by 101 percent
- Effectiveness of the access control management module has increased by 300 percent
- Performance of the IT outsourcing personnel expense management module has increased by 131 percent
- Performance of the contract management module has increased by 80 percent
- Performance of the test environment server OS accounts Management module increased by 633 percent
- Efficiency increased by 164 percent
The project team uses agile development technology (Figure4.) to perform scrum development at fixed times and vendor development costs. The project release consists of the management of five jobs: employee change operation, access control authorisation management, information outsourcing personnel expense management, information contract management, and test host account management. The project has a total of 26 sprint developments, each with sprint planning, daily scrum, sprint review, and sprint retrospective activities.
The technical framework used by the project team is based on Net Framework 4.5. The team used the MDI framework to achieve the multi-window function operation and the JQuery and JS suites to define the parameters of the system so that each function module can update the parameters at any time. Effectively, the main design principle is to adapt the information flow to the staff in demand to improve work efficiency and avoid information security risks, in response to the rapid changes in information supervision operations and the high turnover rate of information personnel. This project also includes the key technologies for covert processing to ensure that the data of the parties are used for non-specific purposes, and is executed under the supervision of the operations personnel of 24HR. In case of abnormalities, the system notifies the processing team immediately.
With regard to the user feedback and optimisation project, through the bank’s user feedback system Mantis, the bank can quickly provide feedback to users on their questions. Business analysts can also receive problem items faster, with the project manager analysing related problems, thereby effectively improving the efficiency of the problem solving system to provide a better experience to users.
The management of maintenance and administrative manual work is a cost that banks often neglect. The RPA software developed by the bank can perform operations including serially running data across heterogeneous platforms and automatically notifying the progress of the current stage through e-mail. Cross-platform anomaly query and use the data exchange between platforms to make intelligent data judgment helps employees focus on valuable tasks, driving more benefits for the company.