Using technology to improve services


Westpac Banking Corporation is using technology to drive its commitment to being the bank of choice for the Pacific region.

The bank's ongoing commitment to the region has seen it continue to improve its products and services to enhance the banking experiences of its Pacific region customers and ensure that they benefit from a comparable range of products and services as enjoyed by its customers in Australia and New Zealand.

Westpac Regional Manager Sales & Service, Pacific Banking, Rod Barnier, said extensive investment already made in the region over the past four years has enabled the expansion of banking services in all the islands countries where Westpac is represented.

“Significant customer benefits have been achieved through Westpac's points of presence through an extensive ATM and EFTPOS network in the region.

“We have recently introduced Internet Banking to provide a 24-hour-7-day-a-week on-line access to account information,” Barnier said.

Barnier said the bank, like any other, relies on technology for its daily operations but Westpac has clearly defined business continuity processes.

“Most of Westpac's systems and processes are technology dependent. These include Westpac's host banking system, Internet Banking, Telephone Banking, ATMs and EFTPOS terminal network.

“Ensuring we give the best possible service to our customers, Westpac has developed systems and the capacity to continue to operate even in times of infrastructure outages. Many of our services can be offered in both offline and online mode,” Barnier said.

The effectiveness of Westpac's business continuity processes was proven during the recent Pacific-wide satellite outage.

“Our host systems are country independent and are able to operate without connectivity with the outside world.

“During the recent Pacific-wide satellite outage, all Westpac in-country systems were available including ATM, EFTPOS and Telephone Banking.

“Local debit cards could also be used and procedures were quickly put in place to allow merchants to process international credit card transactions using manual authorisation methods,” Barnier said.

Westpac has also invested heavily in data security technology to protect its customers from unauthorised and illegal activity, which according to Barnier, “is being constantly upgraded to provide continued protection.”

Westpac customers have taken the advancement of technology in their stride.

Despite having a technology-driven outlook, the bank takes into account the needs of its customers on all decisions regarding products and services.

“Westpac is able to cater for the needs of a diverse customer base. In many locations, a passbook account is still maintained for those customers who prefer to use one. With the continued uptake of electronic services and changing customer behaviour, the use of passbooks is declining more from customer choice than bank policy, especially given the convenience of a 24-hour banking system,” Barnier said.

Westpac continues to look into new technologies, Barnier said, “but any implementation would be driven by customer demand.”

Barnier said: “Westpac's investment in technology solutions for the islands nations showed it was serious about the Pacific region.”

“Westpac has been in continuous operation in Australia since April 1817 and its move into the Pacific (via Fiji) in 1901, followed by PNG in 1910, was just the start of our long association with the Pacific nations,” he said.

“Westpac employs around 1100 people across seven Pacific nations with 97 percent having been born in these nations.

“Some of these staff members have now moved with the bank from their home countries to work in other nations, sharing their ideas and cultures in their new countries.

“It is our intention to remain the bank of choice for all Pacific region residents and we will continue to invest in improving our products and services to enhance our customers' needs,” he said.

Westpac is represented in the Cook Islands, Fiji, Papua New Guinea, Samoa, Solomon Islands, Tonga and Vanuatu.