Westpac
Simple in design, but extensive in terms of services, the Westpac Web site offers users a nice balance of usability and functionality. With its services divided into consumer, business and corporate areas, the bank manages to service vastly different client requirements from a single site.
According to Kevin Powell, head of personal banking e-business, the site was designed to offer a product-based view of the bank aimed at the three specific customer groups.
"The structure was designed several years ago to tailor the offering to the three specific groups," Powell says. "In the last 12 months we have seen a dramatic rise in the number of users in all groups."
Given this increase in users, Westpac is focussing on improving the scalability and flexibility of the service.
"Indications are people become more familiar with the service, and we are seeing a large increase of people doing things like applying for loans online," Powell says.
However, Powell says the online service is not designed to replace the branch service, but rather provide a complement to it.
"We are not focussing on signing up customers, we are trying to provide them with a service that they want to sign up to," Powell says.
Technology:
Flash technologies used for demonstration services, and Java used for error messaging, Aptrix used for non-secure site information updates. The Westpac site is protected by 128-bit encryption. Dedicated security staff, and digital certificates issued by VeriSign.
Compatibility:
Web site is both Mac and PC compatible.
Consumer Services:
- view account balances
- view transaction list from last 100 days
- view last 12 months' statements
- export to financial software
- transfer funds between own accounts
- schedule transfers up to three months in advance
- BPAY services
- transfer money
- overseas telegraphic transfers
- taxation payments
- view current rates on home loans, personal loans, credit cards, term deposits, savings accounts and foreign exchange
Business Services:
- linked personal and business accounts
- 25K Pay anyone limit
- up to four signatories to authorise transactions
- authorisation to have either transaction or view only access
- transfer payroll and creditor lists from financial management software
- payment templates
- payments from accounts requiring multiply signatures
- B2Buy: eProcurement service for online purchasing
- access to Credit Advantage's bad debtor black lists
- facilitation of the BAS completions with EzyBAS
- business loan and credit card applications
- a range of corporate customer services
Extras:
- online brokering
- apply online for home loans, personal loans, credit cards, transaction accounts, savings accounts
- online shopping with a variety of participating merchants (current number is 77 merchants)
- information regarding Westpac investment, insurance and superannuation
- online calculators for home loans, personal loans, term deposits, savings, home and contents insurance, retirement needs and foreign exchange
- WAP banking
- information on cashflow management, business financing and capital, business investment, superannuation and insurance services, and international products & services including foreign exchange calculator
Web site:
Why didn't you include Adelaide Bank (http://www.adelaidebank.com.au)? It provides a good range of services with the exception of not being able to credit someone else's account quickly.