Your ATM's a NOC away
Managing a large number of nationwide ATMs can be a daunting
task for a bank whose core business is finance. Let a service provider manage,
monitor, and replenish the nationwide ATMs while the bank does what it does
bestmake money. by Soutiman Das Gupta
Picture a large public or private bank in India with several hundred, or a
few thousand nationwide ATMs. How does the CIO of on organization like that
monitor, manage, replenish cash, and maintain such a large number of devices?
The efforts that will be necessary in order to keep a constant check on the
health of the device, fix errors, manage security, and replenish cash are Herculean.
Banks like to do what they love doing bestmake money. Not many banks would
like to employ a large team of IT personnel, equip them with updated hardware,
software, and knowhow about ATM management, and run the show of nationwide ATM
It's a good idea to outsource the management operations of
the ATMs to an external organization, have them deliver a range of services
at a flat fee.
NCR Corporation India Private Limited has a number of business units like Financial
Services Division, Retail Solutions Division, Teradata, Systemedia, and the
Worldwide Customer Services (WCS) division. The WCS focuses on solution portfolios
regarding implementation and maintenance.
WCS manages global IT infrastructures and helps to perform functions from consulting
to site design, and from staging and implementation, to complete
systems management. These services focus on the vital systems, networks, software,
and security and include operations management, consulting, deployment, and
WCS provides these services directly to global businesses as well as through
partnerships with leading technology, network and systems suppliers including
Cisco Systems, Nortel Networks,Dell Computer, and Sun Microsystems.
The WCS management centre today monitors and manages around 3500 ATMs across
India. It has 800 locations from where support is provided to customers.
The NOC at the WCS
In order to provide a range of services to the self service & retail development
market, NCR has built an enterprise Network Operating Centre (NOC). The NOC
caters to all support-related function of the self service and retail channels
(like ATMs) and offers proprietary software and new technologies to its customers.
Services at the NOC
NCR's managed services focus on supporting IT infrastructure operationsfrom
ATMs and kiosks to PCs, servers and networks. NCR aims to provide the services
and intelligence to reduce operational cost and risk.
The company provides a range of services that are managed out of the NOC. The
range of services includes:
Management ServicesThis includes day-to-day management and operation of
select IT assets and processes. NCR's management services focus on IT systems,
networks, ATMs, kiosks and help desks.
Cash and Consumables ReplenishmentNCR minimizes outages and maximizes
channel availability by ensuring improved management and control of assets with
the help of sophisticated settlement tools and a single point of contact for
all replenishment and deposit activity.
Currency managementBy reviewing demand patterns, cash carrier parameters,
and cost factors, the company constructs a custom model of the cash for each
self-service terminal location.
Incident Management - NCR's Incident management solution
facilitates automatic problem detection, pro-active problem resolution, process
improvement, and consistent service delivery.
Infrastructure ConsultingAn array of advisory services
for the design and operation of IT environments for store automation, ATMs,
data warehousing, and other IT systems.
Deployment and Integration Leveraging NCR's global
presence and experience to customize and implement IT solutions, including procurement,
staging, and installation.
The company aims to ensure high availability for IT systems with multi-vendor
hardware maintenance and software support.
First Line maintenance Problems like dirty self service terminals, blocked
transportation, which prevent distribution of consumables and jammed cards,
paper and currency are settled by first line maintenance. In addition, complicated
self-service terminals can be pre-empted using effective First Line maintenance,
thus encouraging frequent usage and maximizing the channel's revenue potential.
Multi-Vendor Maintenance - NCR has access to the appropriate
software patches that quickly resolve most failures. If the hardware needs to
be mended, NCR supplies all the parts, labor, and materials necessary to restore
the equipment to a fully operational condition. This maximizes infrastructure
uptime, and preserves revenues and profits.
The company currently maintains support for more than 25,000 multi-vendor products
from hundreds of manufacturers. NCR also performs over 18,000 service actions
per day around the world, and supports 21 languages at its regional customer
Too little cash in your machines means customer dissatisfaction, and too much
means that the money lies idle without earning interest. The challenge is to
optimize total channel cash availability, while minimizing the cost of managing
Handling cash is a major operational cost in managing a self-service
network, and the larger and more versatile your network becomes, the greater
will be the related problems and the costs. On average, 75% of the cash withdrawn
is through ATMs, and nothing angers consumers like a cash machine without cash.
NCR's Cash Management Services promises to coordinate, manage, and report all
cash and consumables within the network. By providing a single point of contact,
a single periodic invoice, and a clear target of liability, the company helps
relieve the CIO of responsibility for replenishment, and tries to simplify the
business processes around it.
Along with physical replenishment, the company performs services
like retrieving retained cards and mutilated cash, changing security tapes,
and cleaning the interior and exterior of the ATM as administrative maintenance
Cash Management services include ATM balancing. This service reconciles the
records of cash remaining, dispensed, and deposited with the verified total
of cash in the machine, employing a unique Electronic Settlement Reporting system.
By reviewing currency demand patterns, cash carrier parameters and cost factors,
NCR constructs a custom model of the cash demand for each self-service terminal
location. This allows the company to determine the most cost-effective distribution
of cash resources. Efficient cash distribution optimizes replenishment scheduling.
This in turn reduces transportation and holding costswhich has a noticeable
impact on overall operational costs.
Effective currency management can reduce channel cash by as much as 40 percent.
That means almost half the cash in a bank's self-service channelcash currently
sitting idlecould be making money for the organization.
NCR's solutions aim to provide the following benefits to organizations that
use its services:
- Maximize the efficiency and cost-effectiveness of IT resources so that
the business can focus on more vital issues.
- Better align new strategic business initiatives due to the organization's
ability to respond quicker.
- Centralize the administration of the IT portfoliofor added productivity
and reduced downtime.
- Leverage NCR's resources to save time and cost of re-training or recruitment.
- Provide predictable costs with productivity improvements for the business
(cost and service levels).
Soutiman Das Gupta can be reached at firstname.lastname@example.org