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- De khoan vay eua chuong frinh nay khdng fro thanh mdt "mon na xau", frong thdi gian tdi, Bd GD&DT, Bp LD-TB&XH, Ngan hang Chinh sach xa hdi phai ciing phdi hop, ti[r]
(1)NGTTIlN cflu TRAO Bdi So 8(73)/2009
Hoan thien dich vu the toan cua • • • r,
Ngan hang Nong nghiep va Phat trien nong thon Viet Nam
ThS PHAN THI BACH TUYET
Thue trang djch vu the cua Agribank
Vi phdt triin sdn pham the
Cac san pham the eiia Agribank hien gdm cd ddng the : The ghi ng ndi dja Sucees, the tin dyng ndj dja, the ghi ng qude te Visa, the tin dyng qude te Visa
- The ghi na noi dia Success: Thang 6/2005 Trung tam the Agribank da thir nghiem cdng va chmh thire trien khai the ghi ng ndi dia Success tren eg sd phat trien them cac chiic nang eiia the ATM nham dem lai sy thuan tien eho khach hang dang sir dyng the ATM Vdi mau ma don gian, phil hgp vdi mpi ddi tugng khach hang, the Success ciia Agribank budc dau dugc djnh vj tren thj trudng Cac djch vy dg the Success cung cap bao gdm: Riit tien mat, toan hang hoa djch vy, ddi pui, in ke nit ggn, van tin sd du tai khoan, chuyen khoan, thau ehi Vdi han mirc nit tien len tdi 25 frieu ddng, khdng gidi ban sd lan riit tien Han mirc chuyen khoan 20 tripu ddng, dac bipt cho phep thau chi tdi da 30 trieu ddng trudng hgp tai khgan ciia ehii the het tien The Success da dan trd nen quen thude va gianh dugc sy chit y eua khach hang Lugng the dugc phat hanh ed mue tang trudng vugt bae trgng nhirng nam gan day Trong giai doan 2005-2008, tdc dp tang trudng the
Sucees binh quan 130%)/nam Doanh sd giao djch tang rat nhanh Cy the: nam 2006, doanh sd giao dich binh quan the/ thang la 6.365 trieu ddng tang 117%) so vdi nam 2005, nam 2007 edn sd tang len den 10 trieu ddng, tang 57% so vdi nam 2006 va nam 2008 tang 45%oso vdi nam 2007 vdi doanh sd giao djch binh quan the/ thang la 14,5 trieu ddng Tdng sd du tren tai khoan the ciing cd xu hudng cang tang len qua cac nam Nam 2005, tdng sd du tren tai khoan the la 342,7 ty ddng, nam 2006 tang len den 600 ty ddng, nam 2007 sd dat 1.500 ty ddng va nam 2008 la 2.292 ty ddng Rd rang la thdng qua viec phat hanh the Success, Agribank da khai thac cang tdt hon ngudn von nhan rdi vdi chi phi re cho cae boat ddng kinh doanh cua minh
Tu mdt cai ten rat md nhat tren thj trudng the,vdi tdc dd tang trudng vugt bae ve lugng the phat hanh may nam gan day, nam 2008 Agribank da gianh vj tri thir trgng sd 40 ngan hang tham gia tren thj Uardng the npi dja, chilm 14,3%) thi phdn sau VCB vdi 19,2%o thj phdn
- The tin dung noi dia:
The tin dyng ndi dja duge Agribank bat dau trien khai tit thang
10/2004, la phuong tien toan cd ban mirc tin dyng nhat dinh dimg de toan tien hang hoa, djch vu hoae img tien mat tai cac don vj chap nhan the pham vi lanh
thd Viet Nam Hien tai, the TD ndi dja Agribank phat hanh gdm hang: Hgng vdng dimg eho mpi ddi tugng KH, ban mire tm dyng tdi da 10 trieu ddng; Hgng bgc cd han miic tm dung tir 10-50 trieu ddng va Hgng chudn dimg cho khach hang truyen thdng , khach hang cd thu nhap cao vdi han miic hi
50-100 trieu ddng
Viec phat hanh va toan the tin dyng (TD) ndi dja cua Agribank nhirng nam qua gap khdng it khd khan, tdc dp tang trudng the TD ndi dja giam ddn ca ve sd lugng the, doanh sd giao djeh va du ng: Nam 2005 phat hanh duge 1.004 the, nam 2006 tang them gdn 300 the, tinh din 31/12/2008 sd the TD npi dja ciing chi dat 1.642 the Tuong tu, doanh sd giao djch ciing tang trudng khdng dang kl: nam 2006, tang 14% so vdi nam 2005, nam 2007 tang 17,9% so vdi 2006 va nam 2008 chi tang 3,14% so vdi nam 2007
- The qude te Visa:
Ngay 01/09/2008, Agribank ehinh thirc phat hanh rpng rai the qude te Visa vdi ddng the la The ghi ng quoc te (Agribank Visa Debit- Success) va the tin dung quoc te (Agribank Visa Credit-Golden Key) vdi ban mirc tm dung len tdi 300 trieu ddng Theo dd, khach hang cd the sir dung the de nit/ img tien mat va cac djch vu khac tai hon trieu may ATM tai Viet Nam va the gidi; toan tien hang hoa, dich vy tai hon 30
(2)So 8(73)/2009
NGTTllN Cflu TRAO Bdi trieu diem chap nhan the hay tryc
tiep mua hang qua mang Internet Tuy mdi duge trien khai, nhung tinh din 31/12/2008 sd the qude tl Visa phat hanh dat 10.253 the, doanh sd giao djeh dat 8.315 trieu ddng vdi 2.554 mdn giao djeh Day la sy kien danh ddu bude phat trien vugt trdi eiia Agribank trgng viee da dang hoa san pham dich vy the nham nang cao uy tin thugng hieu Agribank tren thj trudng the Viet Nam va qude te ddng thdi mang lai ngudn thu nhap khdng nhd cho Agribank
Ve ca sa hg tang cong nghe thanh todn the:
Ciing vdi vipc da dang hoa san pham, Agribank cung da cd gdng no lye dau tu he thdng co sd tang hien dai va trang bj them nhieu may ATM de tao eho khach hang mpt khdng gian sir dyng the de dang, thuan tien Tinh den cudi nam 2008, ban 1200 may ATM da dupe ngan hang trang bj tren khap cac tinh thanh, quan, huyen, chiem 17,2% thj phan ciia ea hp thdng ngan hang Tang 50%) so vdi nam 2007, gap lan nam 2006 va gap ldn so vdi nam 2005 Khdng nhiing the, vdi phuong cham dua den cho khach hang sy tien lgi tdi da, Agribank da dua djch vu chap nhan toan qua POS/ECD tai quay giao djch d tat ca cae ehi nhanh, phdng giao djeh loai 1, loai ciia NH va lien hie md rdng mang ludi nham tag sy thuan ti?n hon niia cho cac chii the Nam 2008 mang ludi cd tdi 1.523 ECD/POS tai qudy, 155 ECD tai cac dai ly, tang hon gan lan so vdi nam 2007, chap nhan cac loai the thdng dung nhu the qude te mang thuong hieu Visa, Mastercard Agribank va cac td chirc khac phat hanh
Mpt so ban che:
Dich vy the cua Agribank cd nhieu tien bd song van cdn bgc Id nhirng ban che co ban, dd la :
- Thuong hieu The Agribank chua dugc hinh rd net tren thi trudng thieu sy gan ket viee phat trien san pham vdi dich vu the Cae chuong trinh quang cao, hep thi xuat hien nhd le, manh miin, thieu tmh chuyen nghiep Kinh phi danh eho quang ba san pham cdn ban che, dan tdi nhiing khd khan viee trien khai cac chuang trinh ddng bd
- Chiing loai the phat hanh cdn don dieu, eae chirc nang ciia the chua cao, chua gia tang tien ich tren mdi tam the nen kem hap dan khach hang, chua thyc sy canh tranh so vdi cae ngan hang khac
- So vdi quy md boat ddng va lye lugng khach hang ldn nhat ea he thdng NHTM, sd lugng djeh vy the eua Agribank edn kem phat trien ca ve sd lugng the, dganh sd giao dich va CO sd tang phuc vu cho boat ddng kinh doanh the
- He thdng may ATM thinh thoang bj tryc trae, ngimg boat ddng, eae ehi nhanh chua tiep quy cho may ATM kjp thdi dan den ngudi sir dung the ddi khdng nit dugc tien; Viec ket ndi he thdng ATM va POS chua rdng rai din den hieu qua sir dyng thiet bj chua cag va chua thuan tien eho khach hang, tinh trang qua tai tai cac may ATM vao cac gid eao diem, cac tra luong va cac djp le tet van cdn xay
- Sd lugng the phat hanh khdng boat ddng rat ldn va cd xu hudng tang nhanh Nam 2005, Agribank mdi chi cd 3.466 the ndi dia khdng boat dpng, chiem l,2%o tdng sd the ndi dja da phat hanh Den nam 2008, ty le tang len 3%) vdi 63.000 the Sau thang phat hanh
trong sd 10.153 the qude tl ciing chi cd 30% sd the qude te phat hanh dugc dua vao sir dirng va sd the sir dung ciing chu yeu chi la ciia can bd nhan vien Agribank
Hien nay, Agribank la ngan hang cd ty le the khong hoat ddng ldn nhat sd cac NHTM tham gia thi trudng the Viec the phat hanh khdng dugc sir dung gay nhieu tdn that cho Agribank tii chi phi quan ly, chi phi bao tri, bao dudng may ATM chua kl Agribank khdng thu dugc cac khoan phi tir viee sir dyng the ciia khach hang va khai thac ngudn vdn nhan rdi tren tai khoan the
Mot so giai phap
Thu- nhat, Phdt trien vd nang
cap hg tdng cong nghp
Phat trien tang cdng nghe dugc xem la mdt nhirng giai phap quan trgng nhat de phat trien djeh vu the tgan vi ky thuat edng nghe ludn la yeu td cdt tir viec trien khai djch vy the Agribank can chu trgng mdt sd van de sau:
- Cung CO he thong mdy chu, mdy
trgm vd thiet bi ddu cuoi Tren co sd
nen tang cdng nghe sin cd, Agribank phai ciing ed, nang cap h$ thdng may chii, may tram va cac thiet bj toan nham han che riii ro, giam thieu thdi gian chet eiia may chii ATM, nang tan suat boat ddng ciia may ehu, san sang phye vy khach hang 24/24h
Agribank can xay dyng Id trinh chuyen ddi tir the hi sang the chip de han che rui rg, dam bao an toan cho chil the Mudn vay, can trien khai viec nang cap nghiep vy toan theo tieu chuan EMV nang cap he thdng xu ly the va lya chpn nhiing thilt bi ATM/POS ed the chap nhan the chip
- Cimg CO he thong ky thudt ho trg Ben canh viec chii trpng ddu tu cae
(3)NGtIllN Cflu TRAO Bdi So 8(73)/2009
he thdng ky thuat, can phai:
Tich cyc ddu tu he thdng ky thuat hd frg, nhu: he thdng Toll Free, he thdng Call Centre, Contact Centre de quan ly thdng tin khach hang, phye vy cdng tae cham sdc khach hang
Nang cap he thdng giam sat hoat ddng ATM, tin dyng, CashCard va phan nquyen chii ddng giam sat sd du ATM, nhat ky ATM cho eae ehi nhanh de chil ddng giai quyet dugc cae Idi ky thuat eg ban, gdp phan nang cao tan suat boat ddng eiia cac he thdng toan the Agribank
Xay dyng phan mem bao cao cho phep theo ddi tan suat giao djch may hoae the, thdi gian giam sat he thdng the, in bao eao tai eae chi nhanh nham chia se edng viee hgp ly giiia trung uong va chi nhanh, khai thac tdi da diem manh ciia cae vien tham gia nghiep vy the
Tang cudng kha nang bao mat cho cac he thdng thdng qua eai dat filewall, dau tu he thdng camera giam sat boat ddng tai cac ATM de giam thieu tinh trang gian lan, gia mao hay pha hoai tai san
Kit noi cdc he thong the De lam
tdt dieu nay, can phai:
Tich hpp hinh mpt hp thdng ATM Agribank thdng nhat He thdng phai dat cae tieu chuan qude te ve: ma Ngan hang, cau tnic the, ket ndi dugc vdi cac loai tai khgan tien giri khac, cd trang bj hp thdng switching san sang ket ndi the vdi ngan hang khac thdi gian nhanh nhat
Nhanh chdng hoan thien chuong trinh tich hgp cac he thdng the ATM,tin dyng, CashCard vdi nhau, tao san pham "3 ft-ong 1" de tang tien ich cho khach hang, tiet kiem chi phi dau tu (The ATM khdng chi nit tien tai ATM ma cdn toan tai cac DVCNT the TD va CashCard cd the nit tien tai ATM)
Khach hang khdng edn din NH dl thyc hien cac giao djch lien quan den the TD hay giri tien tilt kiem, ma chi den may ATM de thyc hien chuyen khoan mdt each nhanh ggn va an toan, thuan tien
Thir hai, Ndng cao chat
lir(rng vd gia tdng tien ich trin moi tdm the
- Hodn thiet cdc sdn phdm the hien co:
Ddi vdi the ghi ng ndi dja Sucees: Ciing vdi chii truong eiia Chinh phii va NHNN ve viec ban che sir dyng tiln mat thdng qua chinnh sach tra luong qua tai khoan, hanh lang phap ly ve phat hanh va toan the Cling thdng thoang hon Agribank phai xac dinh The ghi ng ndi dja thdi gian tdi la san pham chu lye, hudng tdi mgi khach hang ndi dja Mudn vay, can phai hoan thien, bd sung them cae chiie nang, tien ich toan hoa don nhu: Thanh toan tien dien, nudc, dien thoai, mua the dien thoai tra trudc, mua ve tau, ve may bay, toan phi bao hiem, chuyen khoan tai ATM hamg gian he thdng Agribank, nhan tien kieu hdi qua the, chuyen ddi sd du tren tai khoan khdng ky ban sang tai khoan ed ky ban, dilu ehinh han mire thdu ehi len 50 trieu ddng, ty ddng thdng bao sd du tir tai khoan chil the sang dien thoai di ddng, nhan tien giri tilt kiem
Ddi vdi the tin dung ndi dja.-Agribank la mdt sd it ngan hang phat hanh the TD ndi dja, chua djnh hudng rd rang vl nhu cdu khach hang, thii tyc gidy td cdn nhieu khd khan, nen sjin phdm the TD ndi dja eiia Agribank thdi gian qua chua phat hiln Do vay, cdn nghien cim don gian boa thii tue giay td, linh boat ti-ong dilu kien sir dyng, ap dung ban mire phii hgp vdi yeu edu chi tieu cua khach hang, mdi hang the nen cd nhilu han miic
eho khach hang lua chgn Ben canh dd, cdn md rdng pham vi phat hanh the tin dyng ndi dja tdi tgan bd cac chi nhanh Agribank ft-gng tgan qude, md rdng ddi tugng khach hang tham gia sir dyng the tin dung ndi dja
Ddy nhanh tiln phat hanh cac loai The qude tl theo tieu chudn EMV nhdm chiem ITnh thj phan djeh vy the, phai xac djnh the qude te la san pham chien luge, la nhan td quan trgng viec nang cao thuong hieu Agribank
- Phdt trien cdc sdn phdm the mai: San pham mdi dugc vi nhu ludng sinh mdi mang den eho khach hang, ngan hang phai khdng ngimg nghien ciiu phat trien san pham mdi de dap irng nhu cau cang da dang ciia khach hang, de bat kjp vdi ky thuat cdng nghe mdi va ddi phd vdi sy canh tranh cartg khde liet tren thj trudng Agribank can phai chil trgng den vipc phat trien cac san pham the mdi nhu:
Nghien cim va phat trien the khdng tiep xiic (Contactles) Khac vdi nhirng san pham the tmyen thdng diing hi, the khdng tiep xuc chira mdt chip luu trir mdt khdi lugng thdng tin ldn, ngan hang cd the thiet ke nhiing tien ich rieng cho mdi khach hang Dac biet, the cd tmh bao mat cao khdng phai xuat trinh the thyc hien giao djch nen chong viec chep dii Ueu mpt each hipu qua, mat khac thdi gian thue hien giao djch nhanh hon the tir
Nghien ciiu va phat trien cac san pham the mang tinh dac frung cho hing loai khach hang, vi dy The VIP danh rieng cho cac khach hang VIP vdi uu dai dac biet nhu: Sd tien nit tdi da ti-gng cd the len tdi 100 trieu ddng, khdng gidi ban ban mirc chuyen tien, toan tien hang hoa djch vu tai cac nha hang, khach san ldn vdi mirc gia uu dai Hinh thiic, mau ma the VIP phai dugc thilt ke
(4)So 8(73)/2009
NGTTIlN Cflu TRAO Bdl
sang hgng, gay an tupng the hien ddng cap ciia chii the Cd the nghien ciru phat trien the danh rieng eho phu nir, day la nhdm khach hang se sir dung the de mua sam tieu dung hang nhieu hon bet, mau ma the danh cho phu nii ciing phai thiet ke rieng, mang tinh dac thii
The tra trudc: La loai the loan ed menh gia in san tren the, gdm hai loai: The tra trudc cd tai khoan tai ngan hang va the tra trudc khdng ed tai khoan tai ngan hang Loai the rat thuan tien cho khach hang vi cd the nhan the ma khdng can phai dang ky cac thii tuc phat hanh cd the dugc cac cdng ty sir dung de toan luong
hang thang cho nhiing ngudi lao ddng khdng ed tai khoan tai ngan hang, hoae khach hang dimg lam qua tang cho ngudi than
The lien ket thuong hieu: Dk phat trien loai the nay, Agribank cd thi lien ket vdi cac ddi tac eung img hang boa, dich vu nudc va qude te de phat hanh the qude te lien ket cho khach hang; hoae ket hgp vdi cac trugng dai hgc, cao dang, .nham tich hgp The toan vdi The sinh vien hoae ket hgp vdi cac ddi tac la cac tap doan kinh te, eae tdng edng ty de phat trien The lien ket thuong hieu nham mang lai cho khach hang nhieu sy lya chgn va nhiing uu dai nhat djnh
Keo ddi thdi hgn sir dung the Hien nay, phan ldn cac NHT-MVN phat hanh the tin dung vdi thdi ban nam Quy dinh gay phien phuc, tdn kem cho khach hang viec lam lai the mdi Dl tao thuan lgi cho khach hang, Agribank eung nhu cac NHTM khac nen gia tang thai ban su dung the tin dung len nam nhu o cac ngan hang eae nudc phat triln
Tai ll^u tham khao:
Bdo hogt dgng trung tdm the Agribank 2004-2008
Giai thieu sdn phdm tlie m&i Agribank Visa- Tgp chi ngdn hdng s6 17/2008
Ban them ve chircmg trinh tin dung (Tiep theo trang 45)
tien trinh thyc te viec eho vay, thay vi nhu hien nha hudng ehi xac nhan mdt td giay rieng, khdng biet gia dinh sinh vien dd ed thude dien chinh sach xa hdi hay khdng Cac don vj khac ciing khd tham h^ cac thdng tin cho vay neu cir ap dung "nhimg taxdc nhgn rai rac"
- De khoan vay eua chuong frinh nay khdng fro mdt "mon na xau", frong thdi gian tdi, Bd GD&DT, Bp LD-TB&XH, Ngan hang Chinh sach xa hdi phai ciing phdi hop, tiep tyc hoan thien co che chinh sach ve tin dyng ddi vdi hpc sinh, sinh vien; phdi hgp chia se thdng tin giua cac trudng, ngan hang, chinh quyen dja phuang de thyc hien thii tyc don gian, gpn nhe nhat cho sinh vien vay ciing nhu giam sat sir dung vdn vay hien chira ed quy dinh ey the ve vipc quan ly giay cam ket tra ng cua bgc sinh, sinh vien Dae biet, hen nganh can xay dyng quy dinh che tai xir ly hpc sinh, sinh vien; hd gia dinh sir
dyng vdn vay sai mue dich; xir ly cae can bd dja phuong giai quyet sai thit hie cho vay de hgc sinh, sinh vien vay tien hgc tap ed y thirc fra ng dung cam ket Viec tra ng khdng chi la nghia vy ciia ngudi di vay ma cdn the hi?n frach nhiem bao toan ngudn vdn de nhiing hgc sinh, sinh vien Idp sau tiep tue dugc vay vdn hgc tap
- Can phai cd eae quy djnh ve ngudn thu, ehi eiia Quy hang nam va each xir ly chenh lech thu ehi, ddng thdi ed eo che bii dap nii ro tm dyng cho boat ddng eiia Quy Vdi nhiing nii ro nguyen nhan chil quan eiia ngan hang quan ly Quy phai duge xem xet quy frach nhiem va yeu cau bdi thudng, cdn nhiing nii rg nguyen nhan khach quan dua lai eung can cd quy djnh mdt each cy the cac ttudng hgp va phai duge NSNN cap bii
Thyc hien tdt chuong trinh tin dyng ddi vdi hgc sinh, sinh vien vira lam giam ndi Ig eiia cac gia dinh ngheo, gia dinh ed khd khan ve kinh te vi;ra dap img dugc mue dich gdp phdn dao tao ngudn nhan lye chat lugng
cao, dao tao ddi ngu edng nhan lanh nghe chg dat nude Mdi hgc sinh, sinh vien dugc vay vdn cd the hieu, su dung dung ngudn vdn hd frg, nd lye frgng hgc tap va cd gang ty lye vuon len hoan tra vdn vay de cac the hp tiep theo tiep tuc dugc thy hudng chinh sach Cd nhu vay, nhiing ddng vdn hd trg ciia NSNN mdi thyc sy dat dugc hieu qua dich thyc
Tai lieu tham khao:
- Quyet dinh s6: 157/2007QD-TTg ngdy 27/9/2007 ciia Thii tif ang Chinh phu ve tin dung doi vai hgc sinh, sinh vien
- Bdo cdo cua Ngdn hdng Chinh sdch xd hpi tgi Hpi nghi tnrc tuyen sa kit ndm thue hien Quyet dinh sd: 157/2007/QD-TTg ciia Thii tudng Chinh phu ve tin dung doi vol hoc sinh, sinh vien
- Tdi lieu Hpi thdo: "Ddo tgo nhdn lire - NCKH vd chuyen giao cong nghe dap img nhu cdu doanh nghiep
- www.vnn.vn; www.dantri.com; www.vnexpress.net
www.vnn.vn;