Improve ATM service quality

(Baonghean) - Year-end transactions at ATMs are always bustling, so improving service quality is one of the requirements of credit institutions in serving customers, while strictly implementing Decree 96/ND-CP of the Government on administrative sanctions in the monetary and banking sector...

The convenience of the ATM system's currency transaction service is quickly used by local people, especially in urban areas, cities and towns. Many customers who transact and pay money through the ATM system often use 3-5 types of cards from different banks. That comes from the transaction needs, but it is also a way for many people to "prevent" when on holidays, Tet, there are many people withdrawing money, ATM machines malfunction or run out of money, then switch to another bank to make transactions. Ms. Nguyen Thi Thuy in the CT1 Quang Trung high-rise building said: “Because some banks issue free ATM cards, I often declare them to use for business and during holidays and Tet. So, I choose banks with few transactions so that I don’t have to wait when transferring or withdrawing money, or in case the machine is damaged, out of money… I am very happy, because I recently learned that the Government has stipulated that if any banking system lets an ATM run out of money or the machine is frozen, it will be fined. Strictly implementing this regulation will help customers feel more secure and comfortable when transacting via ATM and we will also not have to use many types of cards anymore…”.

Customers using Vietcombank Vinh ATM service.

Through discussions with a number of customers who regularly use ATMs, they all expressed their excitement because the new regulations of the State will encourage credit institutions to increasingly improve the quality of ATM services, creating convenience for customers. After the Government issued Decree 96/ND-CP on administrative sanctions in the monetary and banking sector, the State Bank of Vietnam - Nghe An Branch issued a document to deploy and direct credit institutions in the province to properly implement the provisions of the law on monetary and banking activities. Along with that, continue to implement the project of non-cash payments (2013-2015 period). Recently, along with the establishment of the Steering Committee for developing POS payments (payment by ATM card at the counter), the Branch also directed commercial banks to continue to improve the quality of ATM services. Due to the advantage of being a modern banking service product, very easy to use for the majority of people, the number of customers transacting via ATM is increasing, so it requires regular improvement of service quality, regular inspection of machinery and equipment to ensure stable operation of the ATM system, to avoid the situation of the machine running out of money, or stopping working due to errors and promoting payment via POS...

Vietnam Bank for Agriculture and Rural Development - Quynh Luu Branch, currently has only 1 ATM but has issued more than 7,000 cards and has 15 units and agencies paying salaries via ATM and the transaction amount reaches more than 3 billion VND/month. Therefore, when implementing Decree 96/ND-CP, the branch must ensure the stable operation of the ATM. Mr. Ho Cong Dam - Director of Vietnam Bank for Agriculture and Rural Development, Quynh Luu Branch said: "We regularly check to avoid the situation of ATMs stopping working due to running out of money or having problems, especially at the end of the year. The maximum ATM fund is 1.5 billion VND and currently the Branch is recharging 2-3 times/week, but at the end of the year, we will increase the number of recharging times and will ensure stable operation of the ATM, promptly responding to customers". Currently, the Vietnam Bank for Agriculture and Rural Development - Nghe An Branch (Agribank Nghe An) is one of the units that rapidly develops ATM services. Currently, the Branch has up to 29 ATMs located at 19 branches and transaction offices in the province and has 293,937 cards, responsible for salary payments through the accounts of 591 agencies, units and organizations. With such a large number of ATMs and customers, the Branch arranges staff to regularly check to avoid the situation of ATMs stopping working due to errors or running out of money. Ms. Dang Thi Chung - Head of Service and Marketing Department, Agribank Nghe An said: "In order to implement Decree 96/ND-CP on administrative sanctions in the field of currency and banking, we have issued a document directing the Branch to strengthen management, ensure safety and not let ATMs run out of money. Each branch must supplement appropriate management plans, not allowing ATMs to malfunction or run out of money. In case of overcrowding or network congestion at ATMs, the branch will increase staff to directly guide and ensure order at ATMs, while creating conditions for customers to withdraw directly at the transaction counter...".

One of the pioneer banks in developing ATM services in Nghe An is the Bank for Foreign Trade of Vietnam - Vinh Branch (Vietcombank Vinh). By boldly investing in the application of modern banking technology, it has provided many convenient and useful products and services for customers such as: International interbank financial transaction system SWIFT (1995); Retail banking system - Silverlake (2001); Interbank electronic clearing system (2002); Automatic teller machine - ATM (2002); Vietcombank – Online system, modern banking services such as Internet Banking, SMS Banking, Mobile Banking... international credit card products such as: Visa, Master, Amex, JCB... Up to now, the branch's card payment network has 25 ATMs in the area, 198 units accepting card payments, with 265 POS machines and has issued over 119,300 Connect 24 cards, monthly transaction turnover via ATMs is up to hundreds of billions of VND. In addition, the Branch has also developed salary payment services, social insurance allowances via accounts using Connect 24 debit cards for businesses, public administrative units and retired officials. Up to now, Vietcombank Vinh has made salary payments via accounts for 228 units, with nearly 16,300 people paid. Mr. Nguyen Van Thang - Head of Card Payment Department of Vietcombank Vinh Bank said: "We always strive to promptly meet the requirements of customers transacting via ATMs and to do that, along with increasing qualified card officers and employees, regularly organizing timely fund replenishment and doing a good job of maintaining the entire ATM system, at the same time, establishing hotlines... to promptly meet the requirements of customers"

With the convenience of ATM, this type of service has developed very quickly. Currently, in our province, there are 224 ATM points, with 763 POS, most of the units receiving State budget salaries in Vinh City and the centers of some districts and towns have made salary payments through accounts (accounting for over 90%). Currently, there are over 1,450 units in Nghe An making salary payments through accounts, of which over 1,140 units receive salaries from the State budget, with a total of 755,000 payment cards. Through ATM transactions, credit institutions not only contribute positively to reducing the amount of cash in circulation but also make important contributions to innovating payment and transaction methods. In particular, with the implementation of Decree 96/ND-CP, customers will be better served, contributing positively to improving transaction and payment methods in a modern, convenient and accurate direction...

Hoang Vinh