“Agent Banking ”

For

United Coconut Planters Bank

Study

Presented to the Faculty of the

Graduate School

Master in Information System

Asia Pacific College

Makati City

In Partial Fulfillment

Of the Requirements of

CAPSTONE 1

BY:

Sarah Cielo R. Cuisia

Dr. Lorena W. Rabago

Mentor
Table of Contents
Business Requirements ............................................................................................................................... 1
A. Company Profile ................................................................................................................................ 2
1. Vision and Mission ...................................................................................................................... 3
2. Business Processes ...................................................................................................................... 3
3. Products and Services ................................................................................................................. 3
4. Organization Chart ...................................................................................................................... 3
5. Clients and Partners .................................................................................................................... 3
B. Company Profile ................................................................................................................................ 2
1. Opportunity and Business Challenges ......................................................................................... 3
2. Problem Pyramid ......................................................................................................................... 3
3. P.I.E.C.E.S Framework ................................................................................................................. 3

Digital Maturity Assessment ....................................................................................................................... 4

A. Governance and Leadership ............................................................................................................... 5
B. People and Culture ...............................................................................................................................
C. Capacity and Capability ........................................................................................................................
D. Innovation.............................................................................................................................................
E. Technology ...........................................................................................................................................
F. Overall Digital Maturity Rating .............................................................................................................

.............................................................................................................................................................. 6
1. Introduction

Agency banking refers to the provision of banking services by a third party to customers
on behalf of a licensed and prudentially regulated financial institution such as bank or other
deposit taking institutions. To bring the concept of agent banking as an initiative of financial
deepening into perspective , definitions of the following terms is imperative: financial
deepening, financial inclusion and financial system.
1. Business Requirements

a. Company Profile

UCPB is a leading provider of financial products and services to corporations,

private and government institutions, middle market companies, small – and medium-
sized businesses and individuals in the Philippines. Today, the Bank and its subsidiaries
operate nationwide delivering a full range of expanded commercial banking services to
a highly diversified clientele. It has strong capabilities in consumer finance,
commercial credit, corporate and investment banking, trust banking, domestic and
international trade finance, treasury and money market investment, cash management
and deposit services. UCPB has always been at the forefront of customer service
innovations. It was among the first banks to introduce an ATM service in the late 1980s.
It has since expanded its electronic banking capability with internet banking and
mobile banking facilities. UCPB is a key player in countryside development as well.
UCPB-CIIF Finance and Development Corp. and UCPB-CIIF Foundation, UCPB’s
development arms, implement various credit programs and community-building
activities in the country’s 64 coconut provinces to uplift the quality of life of people
living in coconut communities. Since 1995, the UCPB-CIIF Finance Development Corp.
has released over P9.3 billion in loans to coconut farmers and their wives, and has also
provided numerous trainings to them. The UCPB-CIIF Foundation, on the other hand,
has given scholarship grants to over 3,000 children of coconut farmers to help alleviate
their status in life.

b. Vision and Mission

Vision
 To be the bank of choice of the middle and consumer markets by providing
personal and proactive service and innovative products.

Mission
 We will continue to provide personal and proactive service that effectively
responds to the diverse and dynamic needs our clients.
 We will continually enhance the customer experience through efficient and
convenient service delivery.
 We will continue to provide relevant, innovative and value-adding products and
services.
 We will maintain and promote a culture of professionalism, integrity and
excellence and social responsibility among our employees.
 We will consistently produce superior financial returns for our stakeholders.
c. Business Processes

d. Products & Services

e. Organizational Chart

f. Clients & Partners

g. Business Analysis

i. Opportunity and Business Challenges

1. Opportunity

2. Challenges

ii. Problem Pyramid

 iii. P.I.E.C.E.S Framework

“Agent Banking in Mobile Application – United Coconut Planters Bank”

Vision

 To be the bank of choice of the middle and consumer markets by providing personal
and proactive service and innovative products.

Mission

Objective: The banks will be able to expand their customer base by onboarding new
customers that were previously out of their reach. By having banking agents instead of
more physical bank branches, the costs for infrastructure and manpower are reduced,
while revenues are increased.