While the Bank had taken a leading role in the issuance and promotion of modern delivery and payment systems, the bank realized that some of its processes have become obsolete which interfered with the pursuance of its goals. For instance, the bank was still processing transactions manually with too much dependency on paper and manual data entry at branches, as a result of which customers had to wait in queues for long which lead to customer dissatisfaction. The customer representatives at the branches were tied up in mundane tasks and had less time to interact with customers for cross selling. The bank was facing difficulty in capturing FATCA information which was mandatory for compliance. There was a lot of paper exchange in batches from branches to head office, leading to

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