Annual report 2019

Information technology and cyber security

The biggest challenge in the area of IT and cybersecurity in 2019 was the operational integration performed simultaneously with transformation of the Bank and regulatory projects. Completed migration enables the Bank providing customer services in unified IT and operational architecture and in consequence it affects speed and quality of customer service. They have access to the highest class technological facilities and an exceptional product offer.

IT projects carried out focused mainly on three areas:

  1. Projects for business lines – support for achieving their sales goals;
  2. Projects related to day-to-day operations and the implementation of national and international regulatory requirements (including GDPR, Split Payment, PSD II), optimization of the Bank’s day-to-day operations and adaptation to the dynamically changing Cyber Security and infrastructure conditions;
  3. Projects aimed at finalising the integration of the banks (rebranding, standardization of the offer, operational fusion).

Key IT projects within particular areas in 2019

Retail Banking and Personal Finance

  • Further development of the GOmobile mobile application, addition of the following features: travel insurance, transaction notifications, pre-Approved offer, BLIK ATM, availability of Google Pay i Apple Pay, access to GOmobile for Allegro customers and proxies; management of standing orders – review or deletion, card management – activation, password setting, change of a daily limit, transfers with future execution date, possibility to set transfers templates, purchase of public communication tickets or payment of parking fee – directly in application, mobile authorization – transfers approval in GOonline through mobile application.
  • Providing the new GOonline internet banking service, with a complete package of functionalities, to new customers and customers of the acquired Bank;
  • Changes to the customer onboarding process to enable opening an account online with the use of electronic signature – the option of identity verification by the courier delivering the card to the customer;
  • Dynamic offer customisation with the Real-time Flexible Marketing tool;
  • Access to the Online Chat service for the Bank’s customers;
  • Rebranding of front-end systems for retail customers and implementation of a new flagship offer;
  • Development of partnering with car dealers, with a car configurator for the Hyundai brand, and implementation of products for the Opel brand;
  • Implementation of an advanced application for the transcription and analysis of conversations with customers in the Contact Centre;
  • Availability of GOone, a modern platform used by the Bank staff to provide customer service at Branches and via the Call Centre;
  • Upgrade of the collection process support system;
  • Implementation of mechanisms to streamline the handling of credit processes – paperless, document OCR (Invoice Optical Character Recognition – a tool for reading text from scanned documents and images).

Corporate and SME Banking

  • Digitization and standardization of the onboarding process for corporate and SME customers in the Capsel sales application and via the eApplication platform;
  • Standardization of the eApplication platform for corporate and SME customers;
  • Introduction of the improvements in credit process – quick loan application Formula 1 product;
  • Improved handling of split payments in the scope of: direct debit orders – adding split payment to direct debit, automatic VAT payment (for own economy) and a report of unclosed VAT accounts (Reporting Portal);
  • Rapid search of applications for business teams due to the implementation of an application management module in Turbo Planet;
  • Implementation of a new application for customers which enables data exchange between the bank and a company by means of messages in the XML file format using web service technology;
  • Rebranding of front-end systems in corporate and SME banking;
  • Digitalization and standardization of the online post-sales platform for corporate and SME customers.

Corporate and Institutional Banking

  • Implementation of FX Pl@net, a new platform for currency exchange;
  • Adjustment of reporting to MIFID requirements from UK to EU in connection with Brexit;
  • Addition of the ISIN code required by MIFID2 to commodity swap transaction reports to the Central Securities Depository of Poland;
  • Implementation of new functions as part of the Vista program: structured products, Flexiterm Forward, Cap with Instalments (interest rate option with the customer paying the premium in instalments).

Cross-cutting projects for business lines and regulatory projects

  • Providing access to the API interface for PSD2 as the first Bank in Poland and adjustment of online channels and internal processes to the directive;
  • Implementation of significant optimization improvements for KYC process, including possibility to scan clients’ documentation using mobile devices;
  • Implementation of a GDPR platform and implementation of mechanisms for anonymizing personal data after a retention period;
  • Migration of SKOK Rafineria customers;
  • Automation of opening new client relation process through automation of data forms filling on a basis of OCR analysis and client’s documentation;
  • Implementation of blockchain technology and durable medium solution used to provide clients with documents and general tables of commissions and fees as well as terms and condition in accordance with the Office of Competition and Consumer Protection’s (UOKIK) regulations.
  • Implementation of a centralised solution at the Bank Branches to improve the management of promissory notes (digital promissory note processing) submitted as collateral for loans and mortgage loans;
  • Development of a mechanism for monitoring of suspected transactions to comply with the extended reporting requirements set forth by the amended AML/GIIF (General Inspector for Financial Information) Law.

Infrastructure projects

  • Increased functionality of the Contact Center platform due to migration to the standardised target for the combined Bank;
  • Improvements for business consultants in the Contact Center owing to the expansion of the IVR system;
  • Increased ability to monitor the quality of conversations with clients (new, integrated Verint system);
  • Launch of the SIM system for downloading, archiving and managing recorded GSM calls in accordance with MIFID II guidelines.

Cyber-security projects

  • Participation in the national cybersecurity exercises for the banking sector – CyberEXE, the Bank was the first to restore 100% availability of services;
  • Implementation of standards and certification of compliance with ISO 27001 regarding data protection;
  • Organization of #Cyberstrong event raising awareness of cybersecurity among the Bank’s employees (including: educational videos, interactive comixes, Live Webinars);
  • Implementation of 802.1x – NAC (Network Access Control), system providing unified control over access to wired and wireless networks;
  • Disaster Recovery Plan test conducted for the most of critical systems of the Bank. The Bank’s ability to restore operational capability within less then 2 hours has been confirmed;
  • Implementation of FireEye AI Powered Email Security system protecting against advanced threats such as phishing, spam, identity theft;
  • Act on the national cybersecurity system – implementation domestic requirements of national framework of identification, protection and minimization of consequences of attacks violating the security of cyberspace in Poland;
  • Implementation and testing of Business Recovery Site for offices located in Krakow and Ruda Śląska;
  • Antigena, DarkTrace Monitoring & Anti-Malware – implementation of the system for detecting cybersecurity threats in real time, using machine learning mechanisms and artificial intelligence algorithms;
  • The Bank joined Cynet Product Advisory Board as part of a joint project to build the best platform for security breach protection on the market.

Rebranding (D2.5) and migration of factoring operations

  • As part of the rebranding, a new offer of accounts and cards for individual clients and packages for the micro-enterprise segment was introduced, the online customer service process was standardized, the work environment was standardized and changes in branches, back office and documentation were introduced;
  • New segmentation of corporate and SME clients;
  • Migration of factoring operations to the BNPP Faktor system.

Operational merger

  • Migration of customer data to target banking systems;
  • Providing customers with a uniform product and service offer:
    • Unification of the deposit, credit and debit cards offer for the merged Bank clients (offer parameters, process improvements, documentation);
    • Unification of the offer and systems of the Brokerage Office;
    • Adaptation of GOonline and GOmobile systems to support users using discontinued systems;
  • Preparation of infrastructure for the merged Bank, including, among others: conducting performance tests of banking systems before the operational merger, preparation and development of infrastructure for the central system, development of infrastructure for banking systems to ensure adequate performance.

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