Lloydes TSB Case Study Lloyds: LloydsTsb is the banking arm of Lloyds International One of the only banks left with rural branches found in villages They can reach even more customers by using Internet Banking Improves customer relations, allows locus of control to user. Allows, and promotes the use and purchase of their goods and services. Provides automation in services, and communications. Removes necessity for permanent and over-use of branches Customers can do everything, and in some cases more than at a cash point or their local branch (especially if rural): Manage direct debits and standing orders Apply on-line for credit cards, loans, foreign currency View permanent and previous bank statements

An example Lloyds insurance recently announced an initiative to automate their insurance claims. This project would cost £23m However, they estimate the delay in claims, which is caused by lack of automation, costs £25m per year. Benefits to Lloyds by saving money, and increasing productivity Saves the customer months of waiting for paper based claims to be processed and transferred Is this then a “Win, Win” situation?

But... How can be information be made secure? What if someone gained control of your bank account? Usernames and passwords used – securely checked by application and posting first Memorable information – you have to set a second password Secure web site used – 128Bit SSL secured. Fraud Well publicised! Barclays bank – user logged on, everyone with the same surname had their details revealed to the one user LloydsTsb – s sent randomly, pretending to be Lloydstsb, asking for the recipient to their account and sort code back to the sender! “Security Code” – The three digit ID on the back of your debit / credit card – purpose is ensure that the user of the card in an ecommerce transaction can prove they have the card. Chip & Pin – the new way to protect. You will soon be asked for your PIN number when you purchase online.