Overview

As one of the top banks in the UAE, Commercial Bank of Dubai provides customised personal and business banking services through digital channels like mobile and online banking as well as a vast branch and ATM network. CBD has been managing the financial needs of some of the biggest corporations and enterprises operating in the UAE for more than 50 years. CBD has evolved into a forward-thinking and cutting-edge banking organisation over the years, garnering numerous honours for its digital projects, credit cards, bank accounts, mobile app features, and services.

The project scope included offering a 100% digital solution through a mobile banking app for credit cards and loans. The solution covers both new to bank and existing to bank customers. It offers instant issuance of virtual credit cards and instant loans which are credited in customers’ accounts within minutes.

Implementation

For digital loans, the overall project timeline was 4 months with go-live in October 2020. The project team consisted of about 30 employees of CBD across 20 departments, and 9 external vendors. CBD departments involved included:

• Enterprise Change Management Office
• Personal Banking Group
• IT Department
• Compliance
• Fraud and Risk
• Digital Channels
• Risk Management Department
• Training Department
• Legal

Strategic partners included:

• Idemia
• Accura Scan
• UAE Pass
• Empost
• Emirates ID Authority
• Fiserv
• UAE FTS Central Bank system
• Al Etihad Credit Bureau
• Tata Consultancy Services
• Dubai Multi Commodity Center

From a technical point of view, the project involved integrations with more than nine strategic alliances and more than ten of the bank’s internal systems. All touchpoints were required to be meticulously developed, tested, and made available to customers.

With so many integrations and potential failure points involved in the process, coordination was required across twenty CBD internal departments and nine external partners. Conducting User Acceptance Testing was also a daunting task considering it had to be done remotely. Adding to this was the limitation due to COVID just before the start of UAT.

However, with the use of relevant project management tools, processes, and tight governance, the bank was able to deliver the project as per the planned timelines. This was the first UAT which was conducted in the bank completely remotely.

The best practices adopted for project management included –

• PMP best practices to manage the overall program
• Waterfall project plan approach for developing the solution
• Documentation (such as BRD and FSD) signed off by all stakeholders

The project management tools used included:

• Microsoft Azure DevOps
• Microsoft TFS to manage end to end UAT
• Microsoft Teams for communication

Benefits

The Digi Card and Loans offerings are customer-centric and offer an entirely unique experience that is simple, smart, and safe, whereby everything can be done via smartphone.

Other benefits include:

• Loan applications can be made in a matter of minutes
• Paperless process to apply for the card or loan

Conclusion

As a result of this project, CBD consolidated its position as one of the leading banks in the UAE and became one of the first banks offering instant virtual cards and instant Digital Loans in the country.

Key Facts

Bank Name: Commercial Bank of Dubai
Headquarters: Dubai, UAE
Founded: 1969
Offering: Direct From Customers (DFC) – Instant Virtual Credit Cards and Digi Loans
Timeline: Go-live in October 2020