FIRST CITIZENS BANK INTERNET EXPERIENCE AND FACING THE FUTURE – MOBILE INTENET

Adoption Rate of the Internet Service: YearRegistered UsersAverage Annual Throughput ,000

Average Usage Rate for a typical customer per month: Inquiries for informational Purposes -5 Bill Payment/Transfer -8

Profile of the User with highest utilization: Age Semi Professional/Professional Average account enquiries – 5 times per month Average transactions executed – 8 times per month

Lessons Learnt: Security/confidentiality is a concern. The branch network remains important for customer acquisition and sales. Customers require significant improvement in response times. The new channels must be introduced at no additional cost to the consumers.

Phase 1: Strategy - Create consumer awareness Implementation - Simple latest notification SMS Push

Phase 2: Mobile Strategy - Create consumer interaction Implementation - Simple interactive Services - Account balances

Phase 3: Strategy - Create interactive services with value Implementation - Complex services – funds transfer, bill payments

Phase 4: Strategy - Create broader mobile applications Implementation - top-ups, mobile wallet person-to-person transfers