Applying Mobile Technologies to Banking Business Processes

Abstract

This chapter discusses the impact of mobile technologies on service delivery processes in a banking environment. Advances in mobile technologies have opened up numerous possibilities for businesses to expand their reach beyond the traditional Internet-based connectivity and, at the same time, have created unique challenges. Security concerns, as well as hurdles of delivering mobile services “anywhere and anytime” using current mobile devices with their limitations of bandwidth, screen size and battery life are examples of such challenges. Banks are typically affected by these advances as a major part of their business deals with providing services that can benefit immensely by adoption of mobile technologies. As an example case study, this chapter investigates some business processes of a leading Australian bank in the context of application of mobile technologies.