Overview:
BDO is a full-service universal bank in the Philippines. It provides a complete array of industry-leading products and services including Lending (corporate and consumer), Deposit-taking, Foreign Exchange, Brokering, Trust and Investments, Credit Cards, Corporate Cash Management, and Remittances in the Philippines. In terms of total assets, the firm is the largest bank in the Philippines and 15th largest in Southeast Asia with over 1,300 operating branches.
BDO Unibank partnered with Bank Genie to prepare a queue management solution that allows customer to pre-book a transaction using the bank application and also allows in-branch kiosk transactions at all the branches of BDO. Bank-Genie worked with BDO to create this application successfully which is currently being used in more than 1000 branches of BDO Unibank.

Implementation Process:
BDO wished to have a mobile banking application that would allow a customer to complete deposit, withdrawal, bill payment, fund transfer or other basic transactions at their home. Where they can add multiple transactions in one go, then schedule an appointment with the bank at their convenient time and only visit the branch at that time. Genie-Q application was designed in a way that it would only show available slots according to the tellering system to avoid crowds. Moreover, BDO wished to install cash machines in their branches, where a customer can directly walk-in into the branch and complete the transaction at the cash machine using the Genie-Q application eliminating the work of the tellers altogether.
There were a total of nine resources allocated to this implementation- 1 Project Lead, 2 Web Developers, 1 Angular Developer, 1 Service Executive, 1 Android Developer and 3 Testers. The Program was split into Phases to enable BDO to seamlessly move from Manual to Digital. The entire project has been executed remotely using Bank-Genie RIT – Remote Implementation Methodology, with the Bank-Genie Team being onsite only during the Contractual and Scope Definition and Process Study Phase lasting three months. The best practices adopted were to take on the existing solution with minimal tweaking to monetize BDO’s investment as quickly as possible. Genie-Q was a 80-85% straight fit with only 15-20% enhancement effort to adapt to local regulations and processes.

The Program was driven by Bank-Genie COO given the complexity, on one hand and on the other hand by the Project Managers from BDO. The program was divided into multiple prints. Each sprint was driven on time by our developers and was centrally governed by a key driver at each end. The Development, Delivery and Review was handled by a combination of Waterfall, Agile and Scrum as a single approach would not have worked for a Program this complex.

Benefits Achieved:
With In-branch kiosks, the number of transactions completed in a day doubled with the workload on tellers being cut down to half. Customers can then visit the branch in that slot and take a digital token, which would inform the teller about the customer’s presence in the branch. The teller would then call the token and complete the transaction. This eliminates the usage of paper and duplication work for the teller as the transaction details are available at the teller’s end.
The time taken by a customer to be present in a branch was reduced to less than fifteen minutes, as customers now visit branches in the time slots they book. The efficiency of the tellers improved drastically as the duplication of work has been eliminated from their end.

Conclusion:
All Bank-Genie Products are designed with Remote Operational Capabilities and features. The proven delivery via Bank-Genie’s Remote Implementation Methodology (RIT) enables Its Customers not only to maintain business continuity but also to grow business, maintain Operational integrity and meet service level agreements. Post Implementation, the reviews and opinions from BDO customers and staff were positive and it led to a high level of satisfaction not only among the bank customers, but also among the internal staff.

Key Facts:

• Bank Name: Banco de Oro (BDO) Unibank
• Bank Founded In: 1968
• Bank HQ: Makati, Philippines
• Vendor Name: Bank Genie
• Solution Implemented: Genie Q