Discussion on the Bank's ATM Monitoring

In recent years, various banks in China have invested heavily in channel construction, and are generally deployed in self-service banks at business outlets. At the same time, a large number of out-of-line self-service banks have been gradually deployed to the city's bustling streets, universities, and hospitals. Supermarkets, residential quarters, and government agencies provide 24-hour financial services to the general public, greatly facilitating the life of the citizens. However, with the increase in the number of self-service banks and the increase in the use of ATMs, automatic teller machine disputes and crimes against ATMs are also increasing. How to effectively protect the safe use of bank ATMs and protect the interests of citizens and banks in the region? The real-time monitoring of the ATMs in the self-service bank and the prompt and effective response to the crimes of criminals are an urgent problem to be solved.

I. Problems currently faced (1) No restrictions on self-service banking access. Originally, self-service banks were designed with an automatic access control system. Cardholders had to swipe their cards on the access control to enter the self-service bank and operate ATMs. However, because illegal elements often stole additional equipment on the access control to steal information from cardholders' bank cards, the local public security department banned banks from using the access control system on the self-service banking portal, and anyone can freely access self-service banking at any time. This poses a hidden danger to the security work of ATMs. Tramps and drunks are free to break into the self-service banking service area or scratch and strike the ATM at night. Children can freely enter the ATM cash outlet, cash slot, and card slot for stuffing, even worse. It is an illegal activity for lawbreakers to easily enter the self-service bank to install information devices such as the theft of bank cards or to sneak another person to use the ATM.

(2) Loss of supervision during special periods and special regions 1. In line ATMs, all ATMs are installed in the business hall area of ​​business outlets. During normal business hours, they can be patrolled and maintained by business network staff. Security problems can be dealt with and dealt with in a timely manner.

However, when the security of the ATM is outside the normal business hours, the customer cannot receive direct assistance and the bank cannot grasp the actual situation in time to handle the problem accordingly.

2. The setting of off-line ATM ATMs is mainly for the convenience of customers and belongs to unattended self-service financial service establishments. 24 hours a day, no bank personnel were present at all other times except for the ATM banknotes. Therefore, safe real-time monitoring of off-line ATMs is even more important.

(III) Failure to deal with emergencies in a timely manner According to the current management model, after the automatic teller machine in the self-service bank is abnormal, the management department will handle it afterwards. First, customer satisfaction is low, secondly, the damage caused by infringements by lawless persons is not timely, and the third is caused by major damages.

Second, the construction of the regional ATM monitoring center The establishment of an ATM management center for the management of automatic teller machines by foreign commercial banks, and centralized and unified management of ATMs to achieve optimization of resource allocation and business management.

Domestic Guangzhou Broadcasting Express has officially launched the ATM full-managed outsourcing business. This business model can assist commercial banks to improve the efficiency of self-service equipment, reduce resource investment, and focus on the bank's core business. It is undoubtedly the future direction of commercial bank self-service equipment channel management.

Currently, the day-to-day operations of the domestic bank's ATM business depend on the corresponding business outlets, business management is attached to the personal financial sector, and operations and management are separated. At the same time, the management departments also involved many aspects, such as the personal finance department, information technology department, general management department, electronic banking department, bank card department, etc., resulting in the lack of uniformity and concentration of ATM management.

In the case of the Bank of China's second-tier branch of the Bank of China, the bank’s area under its jurisdiction is more than 100 in-line and community-based automatic teller machines, and there are as few as six or seventy units, and the security protection is very urgent. Judging from the current progress in the reform of domestic banking institutions, there is still a long way to go to achieve an advanced ATM management structure abroad. Similarly, the recent outsourcing of ATM business by commercial banks will involve all aspects of financial supervision and can only be a gradual process. Therefore, in terms of local branches at the city level, according to the current situation, the ATM management center can be set up to manage the business outlets and off-line ATMs within the Bank's jurisdiction. However, the prefecture-level branches have a relatively wide range of jurisdiction, some under the jurisdiction of seven or eight or even more than a dozen county branches. The farther county branches are even more than 100 kilometers away from the central urban area. In the current case of outsourcing money transfer services, it is impossible to carry out daily maintenance at the business outlets in more than a dozen counties, districts, and cities in the city, and there are numerous self-service banks that are set up by communities, colleges, and military units. ATM. Therefore, the on-site day-to-day management of ATM management centers at prefecture-level branches can currently only cover ATMs in the urban areas, which is beyond the reach of ATMs outside the urban areas. In the short term, if we want to solve the security problems of ATMs in a timely manner, the most feasible is to establish a regional ATM monitoring center.

(1) Management scope of ATM monitoring center According to the actual situation of the development of ATMs in domestic commercial banks, in terms of the central region, generally, the level of prefecture-level branches as the ATM monitoring center is good, and the monitored ATMs About 100 units.

(2) Management functions of the regional ATM monitoring center 1. Real-time monitoring of the ATM operation site to ensure cardholders' normal and safe transactions on ATMs and prevent theft of cards;

2. Accurately grasp the on-site situation of ATM work. For example, how much money is in the cash box, whether the staff is double-operated and compliant at the time of adding the banknotes, whether there is a security threat behavior around the added banknotes, ATM operation and communication status, etc., and corresponding measures are taken in time to improve the processing speed of the ATM machine faults. Processing efficiency, increase the operating rate and normal operation rate of ATMs;

3. Prevent damage to and disruption of ATMs and maintain the self-service banking environment;

4. Monitor the cardholder's operation process, record and save the image data of ATMs, provide post-mortem analysis and evidence collection information for emergencies, and reduce disputes between banks and cardholders.

(3) Necessary equipment for ATM area monitoring center 1. Automatic teller machine monitoring equipment, including its own automatic monitoring system for ATMs and self-service banking service area monitoring system;

2. The networked alarm system with the public security department;

3, monitoring center equipped with monitoring equipment, including the corresponding monitoring screen monitors, computers, communications equipment, etc. 4, self-service banking set up two-way voice equipment. First, the user encounters difficult problems in the use of ATMs, can easily use two-way voice equipment, seek help from the monitoring center, solve problems in time, improve user satisfaction, and reduce disputes between the two parties; second, the monitoring center can find When the cardholders and ATMs were infringed, they actively shouted through the loudspeakers to the site to remind the cardholders to pay attention to safety and stop criminals from committing violations.

(IV) Allocation of personnel in the regional monitoring center of the ATM 1. The number of personnel in the monitoring center must ensure the 24-hour 365-day monitoring needs;

2. The staffing conditions of the monitoring center shall have the corresponding knowledge of ATM management, monitoring and computer operation and security protection skills, and good communication skills with customers.

To sum up, the establishment of an ATM regional monitoring center is a relatively simple and easy security measure under current conditions, which makes ATMs more secure and provides cardholders with high-quality services, and also provides a centralized management mechanism for ATMs in the future. Build a foundation.