B GIO DC V O TO TRNG I HC KINH T TP.HCM

ON NH UYN

GII PHP PHT TRIN DCH V HOMEBANKING TI NGN HNG U T V PHT TRIN VIT NAMChuyn ngnh: KINH T - TI CHNH - NGN HNG M s : 60.31.12

LUN VN THC S KINH T

Ngi hng dn khoa hc : TS. L TH HIP THNG

TP.H Ch Minh - Nm 2009

MC LC

Trang ph ba Mc lc Danh mc cc ch vit tt Danh mc cc bng biu v hnh PHN M U CHNG 1: TNG QUAN V DCH V HOMEBANKING 1.1 Dch v ngn hng in t ......................................................................................... 3 1.1.1 Dch v ngn hng ................................................................................................... 3 1.1.2 Dch v ngn hng in t ....................................................................................... 4 1.2 Cc hnh thi biu hin dch v ngn hng in t ................................................. 4 1.2.1 Website qung co ( Brochure-Ware )..................................................................... 5 1.2.2 Thng mi in t ( E-commerce )....................................................................... 5 1.2.3 Qun l in t ( E- business )................................................................................. 5 1.2.4 Ngn hng in t ( E-bank ) ................................................................................... 5 1.3 Cc yu t cn thit cho dch v ngn h ng in t Vit Nam ........................... 6 1.3.1 H tng c s cng ngh thng tin ........................................................................... 6 1.3.2 Chng t in t ..................................................................................................... 8 1.3.3 An ton thng tin trn mng .................................................................................... 9 1.3.4 Yu t con ngi...................................................................................................... 11 1.4 Cc dch v ngn hng in t................................................................................... 12

1.4.1 Call center .................................................................................................................. 12 1.4.2 Ngn hng qua i n thoi ( Phone banking ) ............................................................. 12 1.4.3 Ngn hng qua mng di ng ( Mobile banking ) ..................................................... 13 1.4.4 Ngn hng ti nh ( Homebanking ) .......................................................................... 13 1.4.5 Ngn hng trn mng Internet ( Internet Banking ) ................................................... 14 1.4.6 Kiosk Ngn hng ........................................................................................................ 14 1.5 Gii thiu chung v dch v Homebanking ............................................................. 14 1.5.1 Cc dch v chng trnh Homebanking cung cp cho khch hng.......................... 14 1.5.2 Li ch, ri ro trong qu tr nh pht trin v s dng dch v Homebanking ............ 15 1.5.2.1 Li ch ca dch v Homebanking .......................................................................... 15 1.5.2.2 Nhng ri ro v pha ngn h ng khi cung ng dch v Homebanking ................... 16 1.5.3 Thc tin cung cp v s dng dch v Homebanking Vit Nam .......................... 19 Kt lun chng 1 ............................................................................................................. 21 CHNG 2: TNH HNH THC HIN DCH V HOMEBANKING TI NGN HNG U T V PHT TRIN VIT NAM 2.1 Khi qut qu trnh hnh thnh v pht tri n ca Ngn hng u T v Pht Trin Vit Nam .................................................................................................................. 22 2.2 C cu t chc, b my qun l ca Ngn h ng u T v Pht Trin Vit Nam..................................................................................................................................... 23 2.3 Tnh hnh thc hin dch v Homebanking ti Ngn hng u T v Pht Trin Vit Nam .................................................................................................................. 25 2.3.1 C s php l iu chnh hot ng cung cp v s dng dch v Homebanking ... 25 2.3.2 Tng quan v chng trnh BIDV Homebanking ...................................................... 26 2.3.3 iu kin khch hng s dng dch v Homebanking .............................................. 27

2.3.4 Qui trnh thc hin giao dch t chng trnh Homebanking ................................... 27 V pha khch hng:............................................................................................................ 27 2.3.4.1 Cc thit b cn thit trong s dng dch v Homebanking ................................... 27 2.3.4.2 K kt Hp ng s dng dch v .......................................................................... 28 2.3.4.3 Cc thnh vin s dng dch v Homebanking ..................................................... 29 2.3.4.4 Truy cp ln u vo chng trnh ......................................................................... 29 2.3.4.5 Qu trnh thc hin giao dch .................................................................................. 30 2.3.4.6 To lp, ph duyt lnh thanh ton gi ngn h ng ................................................. 31 2.3.4.7 To lp ph duyt in tra sot ti khch hng ....................................................... 33 2.3.4.8 Giao dch vn tin ti khon ..................................................................................... 33 2.3.4.9 Giao dch vn tin thng tin ngn h ng .................................................................... 34 2.3.4.10 In cc bo co ........................................................................................................ 34 2.3.4.11 Son in offline ................................................................................................... 34 V pha Ngn Hng ............................................................................................................. 36 2.3.4.12 Ci t phn mm s dng chng trnh Homebanking cho khch hng ............ 36 2.3.4.13 Thc hin cc lnh yu cu thanh ton do khch h ng gi n qua chng trnh Homebanking.............................................................................................................. 36 2.4 So snh nhng tin ch ca dch v Homebanking gia BIDV v cc ngn hng thng mi c phn khc ........................................................................................ 37 2.5 Thc trng v dch v Homebanking ti Ng n hng u T v Pht Trin Vit Nam ............................................................................................................................ 38 2.5.1 S liu thng k qua Phiu tham kho kin khch h ng v mc quan tm ca khch hng n dch v Homebanking ti BIDV ..............................................................38 2.5.2 Kt qu kinh doanh t dch v Homebanking ti BIDV ...........................................40

2.6 Nhng thun li v kh khn ca BIDV khi tham gia cung cp dch v Homebanking................................................................................................................. 41 2.6.1 Thun li ca BIDV khi tham gia cung cp dch v Homebanking ...................... 41 2.6.2 Kh khn ca BIDV khi tham gia cung cp dch v Homebanking. ..................... 42 2.7 nh gi chung v nhng thnh tu v tn ti trong vic thc hin dch v Homebanking ti BIDV ................................................................................................ 43 2.7.1 Nhng thnh tu t c trong vic ng dng dch v Homebanking ti BIDV 43 2.7.2 Nhng tn ti trong vic ng dng dch v Homebanking ti BIDV .................. 45 Kt lun chng 2 .........................................................................................................47 CHNG 3:GII PHP PHT TRIN DCH V HOMEBANKING TI NGN HNG U T V PHT TRIN VIT NAM 3.1 nh hng pht trin ca Ngn h ng u t v Pht trin Vit Nam ............ 48 3.2 Gii php pht trin dch v Homebanking ti ngn h ng u T v Pht Trin Vit Nam .............................................................................................................. 49 3.2.1 Gii php v cng ngh ........................................................................................ 50 3.2.1.1 Pht trin h tng c s v u t cng ngh hin i ........................................50 3.2.1.2 y mnh vic lin kt vi cc ngn hng trong v ngoi nc, vi cc nh sn xut cng ngh ................................................................................................................ 51 3.2.1.3 Gii php v bo mt d liu trong dch v Homebanking ................................ 52 3.2.2 Gii php v dch v ........................................................................................... 54 3.2.2.1 Gii php tng cng tuyn truyn khuyn khch s tip cn v s dng dch v Homebanking ca mi i t ng khch hng ........................................................... 54 3.2.2.2 Nng cao cht lng dch v............................................................................... 55 3.2.3 Gii php nng cao nng lc qun tr iu hnh v pht trin ngun nhn lc....................................................................................................................................56

3.2.4 Cc gii php khc ............................................................................................... 58 3.2.4.1 Pht trin dch v Homebanking cc tnh nh ng Nai, Bnh Dng, Cn Th .............................................................................................................................. 58 3.2.4.2 Gim thiu ti a chi ph s dng dch v Homebanking ................................ 59 3.2.4.3 a dng ha cc dch v s dng trong chng trnh Homebanking ................ 59 3.2.5 Kin ngh vi c quan chc nng .......................................................................60 3.2.5.1 Kin ngh i vi Nh Nc ............................................................................. 60 3.2.5.2 Kin ngh i vi Ngn Hng Nh Nc .......................................................... 61 Kt lun chng 3 .........................................................................................................63 KT LUN .................................................................................................................... 64 TI LIU THAM KHO PH LC

DANH MC CC CH VIT TTACB ATM BIDV CA CNTT Eximbank GATS GD LAN LD NHNN NHTM NHTMCP PC SIBS Ngn hng thng mi c phn Chu My rt tin t ng Ngn hng u T v Pht Trin Vit Nam Chng ch s Cng ngh thng tin Ngn hng Thng Mi C Phn Xut Nhp Khu Vit Nam Tha thun chung v thng mi v dch v Giao dch Mng cc b Lin doanh Ngn hng Nh Nc Ngn hng Thng Mi Ngn hng thng mi c phn My tnh c nhn Phn mm H thng ngn h ng tch hp SilverLake c p dng ti Ngn hng u T v Pht Trin Vit Nam. TDND TMCP TMT Techcombank VCB WTO Tn dng nhn dn Thng mi c phn. Thng mi in t Ngn hng Thng Mi C Phn K Thng Vit Nam Ngn hng Ngoi Thng Vit Nam T chc thng mi th gii

DANH MC CC BNG BIU V HNH

Bng 2.1: Bng 2.2:

Qu trnh thc hin giao dch ti khch h ng. So snh cc tin ch BIDV cung cp vi cc ngn h ng TMCP trong nc.

Bng 2.3: Hnh 2.1: Hnh 2.2: Hnh 2.3: Hnh 2.4: Hnh 2.5:

Kt qa kinh doanh t dch v ngn h ng in t Homebanking. M hnh c cu-t chc-b my h thng BIDV Giao din ng nhp vo chng trnh Homebanking Giao din chng trnh Homebanking sau khi ng nhp thnh cng S to lp, ph duyt lnh thanh ton gi ngn h ng. Thc hin lnh yu cu thanh ton ca Ngn hng u t & Pht trin Vit Nam.

Hnh 2.6: Hnh 2.7:

S to lp ph duyt in tra sot ti khch h ng. Giao din Bo co thanh ton ca khch h ng i chiu vi d liu ti Ngn hng.

Hnh 2.8: Hnh 2.9: Hnh 2.10:

Son in offline cho chng trnh Homebanking. Thc hin kt xut lnh chuyn tin vo chng trnh Homebanking. Thc hin cc lnh yu cu thanh ton do khch hng g i n.

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PHN M U1. L do chn ti S pht trin nh v bo ca cng ngh thng tin v xu th ton cu ha hin nay lun t cc doanh nghip d thuc bt c lnh vc no cng phi i mt vi nhng thch thc tn ti v pht trin. Ngnh ngn hng Vit Nam cng khng trnh khi nhng thch thc v n cn c s phn ng cn thit ng u cnh tranh l iu tt yu xy ra. Dch v ngn h ng in t ti Vit Nam ra i l mt trong nhng du mc quan trng nh du s chuyn mnh ca h thng ngn hng nc ta. Vi phng chm tng bc i mi cng ngh theo h ng hin i ha, t ng ha phc v s nghip i mi hot ng ngn h ng, n nay hn 80% nghip v ngn hng c x l bng my tnh cc mc khc nhau. Hu ht cc nghip v c chuyn t x l trn cc my tnh n l sang phng thc x l trn mng. Nhiu nghip v c x l tc thi nh thanh ton in t lung gi tr cao, giao dch k ton tc thi,...Mt s dch v nh ATM, Homebanking, Internet bankingang tng bc c nghin cu v trin khai trn din rng. Cng vi s pht trin vt bc ca cng ngh thng tin, cc sn phm, dch v ngn h ng c nhng bc pht trin vt bc: phong ph a dng v sn phm, mang n cho ng i s dng c s tin v li. Dch v ngn hng in t hin nay rt a dng, ngy cng pht trin. Trong dch v Homebanking ang c ng dng v pht trin ti cc ngn hng thng mi trong nc. Dch v ny em li nhiu li ch cho c khch h ng v ngn hng. V th tc gi chn nghin cu ti Gii php pht trin dch v Homebanking ti Ngn h ng u T v Pht Trin Vit Nam lm lun vn thc s ca mnh. 2. Mc tiu nghin cu H thng ha c s l lun v dch v Homebanking lm c s nghin cu qu trnh trin khai v thc hin dch v Homebanking ti Ngn hng u t v Pht trin Vit Nam. T rt ra nhng thun li v kh khn cng nh nhng thnh tu v tn ti

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qua thc tin thc hin, ng thi xut cc gii php nhm pht trin dch v ny ti BIDV. 3. Phng php nghin cu Phng php m t . Phng php kho st thc t. Phng php phn tch, gii thch, tng hp, so snh nhm lm ni bt vn cn nghin cu t kin ngh nhng gii php ph hp. 4. Phm vi nghin cu Tp trung nghin cu v sn phm dch v Homebanking ti Ngn h ng u T v Pht Trin Vit Nam. 5. Kt cu ca lun vn: Ngoi phn m u v kt lun, kt cu ca lun vn gm 3 chng: Chng 1: Tng quan v dch v Homebanking. Chng 2: Tnh hnh thc hin dch v Homebanking ti Ngn hng u T v Pht Trin Vit Nam. Chng 3: Gii php pht trin dch v Homebanking ti Ngn h ng u T v Pht Trin Vit Nam. 6. ngha ca vic nghin cu Vic nghin cu ti nhm tm ra nhng gii php thch hp v kh thi hon thin hn vic cung ng dch v Homebanking ti Ngn h ng u T v Pht Trin Vit Nam. y khng ch n thun l vic cung ng mt sn phm mi n vi khch hng m n tht s l mt knh thu ht khch hng mt cch hiu qu theo phong cch hin i ph hp vi tin trnh hin i ha ngn hng cng nh xu th hi nhp vi nn kinh t Th gii ca Vit Nam trong giai on hin nay.

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CHNG 1 TNG QUAN V DCH V HOMEBANKING1.1 Dch v ngn hng in t 1.1.1 Dch v ngn hng Hin nay, nc ta cha c khi nim c th no v dch v ngn hng. Dch v ngn hng thng c hiu theo hai kha cnh: Th nht, theo ngha hp, dch v ngn hng ch bao gm nhng hot ng khng thuc phm vi kinh doanh tin t v cc nghip v ngn hng theo chc nng ca mt trung gian ti chnh ( huy ng tin gi, cho vay ), theo dch v ngn hng ch bao gm nhng hot ng ngoi bng, thu ph nh chuyn tin, bo lnh, kinh doanh ngoi hi, thanh ton quc t. Th hai, theo ngha rng, dch v ngn hng bao gm ton b nhng hot ng tin t, tn dng, thanh ton, ngoi hi ca h thng ngn h ng. Dch v ti chnh, theo T chc thng mi th gii (WTO ), l bt k dch v ti chnh no c tnh cht ti chnh c mt nh cung cp dch v ti chnh cung cp. Dch v ti chnh bao gm dch v bo him v dch v lin quan n bo him, dch v ngn hng, dch v chng khon v cc dch v ti chnh khc. Nh vy, dch v ngn hng l mt b phn cu thnh ca dch v ti chnh ni chung. Dch v ngn hng, theo Tha thun chung v Thng Mi Dch v ( GATS) l: Nhn tin gi, cho vay, cho thu ti chnh, chuyn tin v thanh ton, th, sc, bo lnh v cam kt, mua bn cc cng c th tr ng ti chnh, pht hnh chng khon, mi gii tin t, qun l ti sn, dch v thanh ton v b tr, cung cp v chuyn giao thng tin ti chnh, dch v t vn, trung gian v h tr v ti chnh. Theo lut cc t chc tn dng do Ngn h ng Nh Nc Vit Nam ban hnh, dch v ngn hng cng khng c nh ngha v gii thch mt cch c th. T i khon 1 v khon 7, iu 20 th hot ng kinh doanh tin t v dch v ngn hng bao gm c ba ni dung : nhn tin gi, cp tn dng v cung ng dch v thanh ton nh ng khng phn bit c th lnh vc no l kinh doanh tin t, lnh vc no l dch v ngn hng.

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Tm li, mc d Vit Nam, khi nim dch v ngn h ng cha c cp ti mt cch y trong Lut cc t chc tn dng nh ng vi qu trnh hi nhp, ton cu ha v gia nhp t chc thng mi th gii ( WTO ), trong phm vi nghi n cu ca lun vn, dch v ngn hng c hiu theo ngha rng, ph hp vi cch hiu ph bin tr n th gii hin nay. 1.1.2 Dch v ngn hng in t Dch v ngn hng in t c gii thch nh l kh nng ca mt khch hng c th truy cp t xa vo mt ngn hng nhm: thu thp cc thng tin, thc hin cc giao dch thanh ton, ti chnh da trn cc ti khon lu k ti ngn hng , v ng k s dng cc dch v mi. y l mt khi nim rng da trn kh nng ca tng ngn hng trong vic ng dng cng ngh tin hc vo cc sn phm dch v ca mnh. Dch v ngn hng in t l mt h thng phn mm vi tnh cho php khch h ng tm hiu hay mua dch v ngn h ng thng qua vic ni mng vi tnh ca m nh vi ngn hng. Cc khi nim trn u khi nim Ngn hng in t thng qua cc dch v cung cp hoc qua knh phn phi in t. Khi nim ny c th ng tng thi im nh ng khng th khi qut ht c c qu trnh lch s pht trin cng nh tng lai pht trin ca Ngn hng in t. Do vy, nu coi Ngn hng cng nh mt thnh phn ca nn kinh t in t, mt khi nim tng qut nht v Ngn h ng in t c th c din t nh sau: Ngn hng in t l Ngn hng m tt c cc giao dch gia Ngn hng v khch hng ( c nhn v t chc ) da trn qu trnh x l v chuyn giao d liu s ha nhm cung cp sn phm dch v Ngn h ng. 1.2 Cc hnh thi biu hin dch v ngn hng in t Nm 1989, Ngn hng ti M ( WellFargo), ln u ti n cung cp dch v Ngn hng qua mng, n nay, c rt nhiu tm ti, th nghim, thnh cng cng nh tht bi trn con ng xy dng mt h thng ngn h ng in t hon ho, phc v tt nht cho khch hng. Tng kt nhng m hnh , nhn chung, h thng Ngn hng in t c biu hin qua cc hnh thi sau:

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1.2.1 Website qung co ( Brochure-Ware ) y l hnh thi n gin nht ca ngn hng in t. Hu ht cc ngn h ng khi mi bt u xy dng ngn hng in t u thc hin theo hnh thi ny. Vic u tin l xy dng mt website cha nhng thng tin v ng n hng, a sn phm ln trn mng nhm qung co, gii thiu, ch dn, li n lc Thc cht, y ch l mt knh qung co mi ngoi nhng knh thng tin truyn thng nh bo ch, truyn hnh Mi giao dch ca ngn hng vn thc hin qua h thng phn ph i truyn thng, tc l qua cc chi nhnh ngn hng. 1.2.2 Thng mi in t ( E-commerce ) Trong hnh thi thng mi in t, ngn hng s dng Internet nh mt knh phn phi mi cho nhng dch v truyn thng nh xem thng tin ti khon, nhn thng tin giao dch chng khonInternet y ch ng vai tr nh mt dch v cng thm vo to s thun li thm cho khch hng. Hu ht cc ngn hng va v nh ang hnh thi ny. 1.2.3 Qun l in t ( E-business ) Trong hnh thi ny, cc x l c bn ca ngn hng c pha khch hng ( front-end ) v pha ngi qun l ( back-end) u c tch hp vi internet v cc knh phn phi khc. Giai on ny c phn bit bi s gia tng v sn phm v chc nng ca ngn hng vi s phn bit sn phm t heo nhu cu v quan h ca khch hng i vi ngn hng. Hn th na, s phi hp, chia s d liu gia hi s ngn h ng v cc knh phn phi nh chi nhnh, mng internet, mng khng dy gip cho vic x l yu cu v phc v khch hng c nhanh chng v chnh xc hn. Internet v khoa hc cng ngh tng s lin kt, chia s thng tin gia ngn h ng, i tc, khch hng v c quan qun l. 1.2.4 Ngn hng in t (E-bank) Chnh l m hnh l tng ca mt ngn hng trc tuyn trong nn kinh t in t, mt s thay i hon ton trong m hnh kinh doanh v phong cch qu n l. Nhng

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ngn hng ny s tn dng sc mnh thc s ca mng to n cu nhm cung cp ton b cc gii php ti chnh cho khch hng v i cht lng tt nht. T nhng b c ban u l cung cp cc sn phm v dch v hin hu thng qua nhiu k nh ring bit, ngn hng c th s dng nhiu knh lin lc ny nhm cung cp nhiu gii php khc nhau cho tng i tng khch hng ring bit. 1.3 Cc yu t cn thit cho dch v ngn h ng in t Vit Nam S pht trin nh v bo ca cng ngh thng tin v xu th ton cu ha hin nay lun t cc doanh nghip d thuc bt c lnh vc no cng phi i mt vi nhng thch thc tn ti v pht trin. Ngnh ngn hng Vit Nam cng khng trnh khi nhng thch thc v n cn c s phn ng cn thit ng u cnh tranh l iu tt yu xy ra. Dch v ngn h ng in t ti Vit Nam ra i l mt trong nhng du mc quan trng nh du s chuyn m nh ca h thng ngn hng nc ta. Cc yu t nn tng cho s ra i ca dch v ngn h ng in t ti Vit Nam bao gm: 1.3.1 H tng c s cng ngh thng tin y l c s nn tng cn thit ban u cho s ra i ca dch v ngn h ng in t, bao gm cng ngh tnh ton v cng ngh truyn thng Cng ngh tnh ton T cui nhng nm 60 ca th k tr c, nhng chic my tnh u ti n xut hin Vit Nam, mt s min Bc do Li n X vin tr, mt s khc do M trang b Min Nam. n cui nhng nm 70, c khong 40 d n my tnh ln bao gm cc my Minsk, EC v IBM. y c th c xem nh nhng bc khi u nh du s ra i ca ngnh cng nghip tnh ton Vit Nam. Vo u nhng nm 1980, my vi tnh u ti n ra i v bt u c nhp vo Vit Nam, m u thi k pht trin nhanh chng tin hc Vit Nam. T cui nm 1994, u nm 1995, Vit Nam bt u trin khai ch ng trnh Quc gia v cng ngh thng tin, cc cng ty tin hc hng u th gii nh IBM, Compag, Digitalb t u tham gia th trng Vit Nam, s lng my vi tnh PC nhp khu tng vt vi tc 50%/nm.

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Cng theo s liu thng k, my tnh lp rp trong nc ang c xu hng tng nhanh, khong 80 n 100 nghn chic mt nm, chim khong 70% th phn.Trong nhiu doanh nghip d liu c t chc thnh cc kho thng tin c cu trc ( c s d liu) v chun ha da trn cc phn mm qun tr c s d liu bn mng nh Fox, Access, Oracle, SQL serve Cc ph n mm nhm nh MS Office, Lotus Notes v ang c s dng nhiu. Nhiu mng my tnh dng LAN, INTRA NET chy trn cc h iu hnh mng khc nhau nhu Unix, Window NT, Nowell Netware c trin khai nh mng Vn phng Chnh ph, mng ca B quc ph ng, mng ca B Ti Chnh, mng ngn hng Thng 11 nm 1997 Vi t Nam tham gia mng to n cu, internet c kt ni, gia nm 1999 mi c khong 20 ngh n thu bao, ch yu l khch hng ca cc nh cung cp dch v ln nh VDC ( cng ty dch v gia tng v truyn s liu), FPT ( cng ty pht trin u t cng ngh), NetNam (Vin cng ngh thng tin). Lnh vc ny ang pht trin nhanh dn, s thu bao ang tng vi tc 600 n 700 thu bao mt thng. Dch v Internet ang m rng n tng doanh nghip, tng gia nh, tng c nhn. Cng ngh truyn thng L mt trong nhng yu t quan trng quyt nh n ch t lng v s thnh cng ca cc giao dch in t. Hin nay, Tng cc bu chnh vin thng Vit Nam pht trin mng ton quc VNN kt ni Internet v cc mng ni b ca cc c quan Nh nc. VNN l mt mng quc gia ng di, c hai cng kt ni mng trc quc t, mt H Ni, mt Thnh ph H Ch Minh. Cng H Ni c hai ng quc t, mt ng vi vn tc 256 Kb/sec ni vi c bng v tinh, mt vi vn tc 2 Mb/sec ni vi Hng Kng bng cp quang. Cng TP.H Ch Minh cng c hai ng quc t ni vi M, mt c vn tc 64 Kb/sec qua v tinh, mt vi vn tc 2 Mb/sec qua cp quang. Mng trc Bc-Nam c hai ng truyn vn tc 2Mb/sec v mt ng truyn d phng 192 KB/sec ni vi mng X.25. VNN c th cung cp cc dch v ni mng trc cho khong 30 mng thit lp v cc dch v ni mng Internet vi vn tc 64 Kb/sec.

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Vai tr ca cng ngh thng tin trong a dng ha sn phm, dch v v hin i ha cng ngh ngn hng Ngn hng c bit n nh mt trong nhng ngnh ng dng cng ngh thn g tin mnh m v hiu qu nht nc ta thi gian qua. Vi ph ng chm tng bc i mi cng ngh theo hng hin i ha, t ng ha phc v s nghip i mi hot ng ngn hng, n nay hn 80% nghip v ngn hng c x l bng my tnh cc mc khc nhau. Hu ht cc nghip v c chuyn t x l trn cc my tnh n l sang phng thc x l trn mng. Nhiu nghip v c x l tc thi nh thanh ton in t lung gi tr cao, giao dch k ton tc thi,...Mt s dch v nh ATM, Homebanking, Internet bankingang t ng bc c nghin cu v trin khai trn din rng. Cng vi s pht trin vt bc ca cng ngh thng tin, cc sn phm, dch v ngn hng c nhng bc pht trin vt bc: phong ph a dng v sn phm, mang n ch o ngi s dng c s tin v li. Sau qu trnh ng dng cng ngh mng vin thng hin i trong ng nh ngn hng , h thng mng cc b (LAN) c trin khai ti ngn hng Trung ng, mt s n v trc thuc v 61 chi nhnh ngn hng Nh n c tnh, thnh, ti Hi s chnh v cc chi nhnh ca cc ngn hng thng mi. Cc thit b mng thng mi nh, tc cao v cu trc mng hnh sao tng bc thay th cc thit b mng lc hu v cu trc mng c. Cc mng ni b (Intranet), cc ph ng tin v dch v da trn mng Internet c m rng, ng dng ngy cng hiu qu. Tng bc hin i ha cng ngh ngn hng, nng cao cht lng dch v ngn hng Vit Nam. 1.3.2 Chng t in t Theo quyt nh 308-Q-NH2, ngy 16/09/1997 ca Thng c Ngn hng Nh nc c khi nim v chng t in t nh sau: Chng t in t l cn c chng minh bng d liu thng tin trn vt mang tin (nh bng t, a t, cc loi th thanh ton) v nghip v kinh t ti chnh pht sinh v thc s hon thnh v l c s ghi chp vo s sch k ton ca cc Ngn h ng v t chc tn dng.

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Theo quyt nh 44/2002/Q-TTg, ngy 21/03/2002 ca Th tng Chnh ph ni r v chc nng ca Chng t in t: Chng t in t l m chng t k ton m cc yu t ca n c th hin di dng d liu in t c m ha m khng c s thay i trong qu trnh truyn qua mng my tnh hoc tr n vt mang tin nh bng t, a t, cc loi th thanh ton. iu n y c ngha l: Chng t in t phi c cc yu t quy nh cho chng t k ton, m bo tnh php l ca chng t k ton v phi c m ha bo m an ton trong qu trnh x l, truyn tin v lu tr. 1.3.3 An ton thng tin trn mng An ninh bo mt tr thnh vn sng cn ca ngnh Ngn hng trong thi in t ha. An ninh bo mt cng l mi quan tm hng u ca khch hng khi quyt nh la chn hnh thc thanh ton phi tin mt. V vy, nu thiu nhng bin php an to n bo mt th vic pht trin dch v Ngn h ng in t khng th thc hin c. M ha ng truyn gi b mt khi truyn ti thng tin gia hai thc th no ngi ta tin hnh m ha chng. M ha thng tin l chuy n ti thng tin sang mt dng mi khc dng ban u, dng mi ny c gi chung l vn bn m ha. C hai thut ton m ha: Thut ton quy c, cn gi l thut ton m ha i xng. Theo , ngi gi v ngi nhn s dng chung mt cha kha. l mt m s b mt dng m ha v gii m mt thng tin m ch c ngi nhn v ngi gi bit c. Tuy nhin vi thut ton ny cn nhiu vn t ra, v d: s l ng cc kha s tng rt nhiu khi lng khch hng tng ko theo vic qun l s c t chc nh th no Thut ton m ha cng khai, cn c gi l thut ton m ha bt i xng, gii quyt c vn trao i kha thut ton quy c. Theo , thut ton m ha bt i xng s quy c vic s dng 2 kha, mt kha d ng m ha v kha cn li dng gii m. Vic nhn mt thng tin c thc hin an ton v bo mt khi thng bo mt kha ( kha chung ) v gi b mt kha cn li ( kha b mt ). Bt k khch hng no cng c th m ha thng tin ngh ca mnh bng cch s dng kha chung nhng ch duy nht ngi s hu kha b mt mi c th gii m v c c

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thng tin . y l cng ngh an ton bo mt thng tin trn cc ng dng v c bit s dng trong giao dch Ngn h ng in t. Thut ton m ha cng khai c s dng trong cng ngh m ha ng truyn v ch k in t. Ch k in t d ng gi s ring t ca thng tin. Vic m ha ng truyn s bao bn ngoi m bo thng tin c an ton. Ch k in t Chng ch s (CA ) l mt tp tin c cha ng d liu v ng i ch s hu. Cc d liu ny c nh cung cp chng ch s xc nhn v chng thc. Ngi s dng s dng chng ch s m mnh c cp k vo thng ip in t. Vic k ch k in t ny ng ngha vi vic m ha thng ip trc khi gi i qua ng truyn Internet. Lc ny chng ch s cp cho khch h ng c xem nh l ch k in t. Ch k in t l d liu c k v m ha bi duy nht ngi ch s hu. y l cng ngh cp m bt i xng m ha d liu trn ng truyn v xc nh rng : v pha khch hng c xc nhn l ang giao dch, v pha Ngn hng c xc nhn l ang thc hin giao dch vi khch h ng. Chng ch s do mt n v hot ng trong lnh vc phn mm c Ngn hng ch qun la chn lm nh cung cp, cp cho khch hng khi s dng dch v ny. Bc tng la ( firewall ) Trong h thng an ninh d liu c n c mt gii php an ton mng na l Bc tng la, y l k thut c tch hp vo h thng chng li s truy cp tri php nhm bo v cc ngun thng tin ni b cng nh chng li s xm nhp vo h thng ca mt s thng tin khng mong mun ( nh virus ). Cng c th hiu rng firewall l mt c ch bo v mng tin tng khi cc mng khng tin t ng (v d nh Internet ), bo v mt h thng mng ri ng hot ng trong mt mi trng mng chung. V mt chc nng, h thng firewall l mt thnh phn c t gia hai mng kim sot tt c cc vic lu thng gia chng vi nhau nh: Tt c cc trao i d liu t trong ra ngoi v ngc li phi thc hin thng qua firewall, ch nhng l u thng c php

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bi ch an ninh ca h thng mng ni b mi c chuyn qua firewall ( thng do ngi qun tr mng n nh da tr n nhng tiu chun chung ca mt t chc ). Cng ngh bo mt SET ( Secure Electronic Transaction ) : l mt giao thc bo mt do Microsoft pht trin, SET c tnh ring t, c chng thc v rt kh thm nhp nn to c an ton cao, tuy nhin, SET t c s dng do tnh phc tp v s i hi phi c cc b c card c bit cho ngi s dng. SSL ( Secure Socket Layer ) : L cng ngh bo mt do hng Nestcape pht trin, tch hp sn trong b trnh duyt ca khch hng, l mt c ch m ha (encryption) v thit lp mt ng truyn bo mt t my ca Ngn h ng n khch hng ( https ), SSL n gin v c ng dng rng ri. 1.3.4 Yu t con ngi Mc sng ca ngi dn Mc sng l mt nhn t quan trng pht trin dch v ngn h ng in t. Khi ngi dn phi sng vi thu nhp thp, hay ni cch khc c t tin th c l h s khng quan tm n cc dch v Ngn hng. H s dng tin mt thay v cc dch v thanh ton in t. Do vy, pht trin kinh t v ci thin mc sng lun l nhng yu t tin quyt cho vic pht trin cc dch v Ngn h ng in t . S hiu bit v chp nhn dch v ngn hng in t Thi quen v s yu thch dng tin mt, tnh ca khch hng trc cc dch v mi c th l nhng tr ngi chnh cho vic pht trin dch v Ngn h ng in t . S ph bin ca dch v Ngn h ng in t lin quan cht ch ti s chp nhn ca khch hng hn l nhng g m pha mi cho cung ng dch v a ra. S hiu bit ca ng o khch hng v cc dch v Ngn hng in t v ch li ca cc dch v ny l ht sc cn thit. R rng, dch v ngn hng in t l hin i v tt. Tuy vy, chng ta khng th cho rng c cc dch v tt l . xc tin dch v ngn hng

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in t, cc Ngn hng cung cp cc dch v ny cn phi lm cho khch hng bit rng c nhng dch v nh vy v hng dn h s dng cc dch v . Ngun nhn lc ca Ngn hng Cc h thng thanh ton in t i hi mt lc lng ln lao ng c o to tt v CNTT v truyn thng cung cp cc ng dng cn thit, p ng y u cu h tr v chuyn giao cc tri thc k thut thch hp. Thiu cc k nng l m vic trn Internet v lm vic vi cc phng tin hin i khc, hn ch v kh nng s dng ting Anh ngn ng cn bn ca Internet cng l nhng tr ngi cho vic pht trin dch v thanh ton ngn hng in t . 1.4 Cc dch v ngn hng in t S pht trin nh v bo ca cng ngh thng tin trong nhng nm gn y nh hng kh r nt n s pht trin ca cng ngh ngn h ng. Hin nay nhiu nc trn th gii, dch v ngn hng in t pht trin kh ph bin, a dng v loi h nh sn phm v dch v. Nhn chung, cc sn phm v dch v bao gm cc loi sau: 1.4.1 Call center Call center l dch v Ngn hng qua in thoi. Do qun l d liu tp trung n n khch hng c ti khon ti bt k chi nhnh n o vn gi v mt s in thoi c nh ca trung tm ny c cung cp mi thng tin chung v thng tin c nhn. Khc vi ngn hng qua in thoi ( phonebanking ) ch cung cp thng tin c lp trnh sn, Call centre c th linh hot cung cp thng tin hoc tr li cc thc mc ca khch hng. Nhc im ca call centre l phi c ngi trc 24/24 gi. 1.4.2 Ngn hng qua in thoi ( Phone banking ) y l loi sn phm cung cp thng tin ngn h ng qua in thoi hon ton t ng. Do t ng nn cc loi thng tin c n nh trc, bao gm thng tin v t gi hi oi, li sut, gi chng khon, thng tin c nhn cho khch hng nh s d ti khon, lit k nm giao dch cui cng trn ti khon, cc thng bo mi nhtH thng cng t ng gi fax khi khch h ng yu cu cho cc loi thng tin ni tr n. Hin nay

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qua Phone banking, thng tin c cp nht, khc vi trc y khch hng ch c thng tin ca cui ngy hm trc. 1.4.3 Ngn hng qua mng di ng ( Mobile banking ) L hnh thc thanh ton trc tuyn qua mng in thoi di ng, song h nh vi phng thc thanh ton qua mng Internet ra i khi mng li Internet pht trin mnh vo khong thp nin 90. Phng thc ny c ra i nhm gii quyt nhu cu thanh ton cc giao dch c gi tr nh ( Micro payment ) hoc nhng dch v t ng khng c ngi phc v. Mun tham gia dch v n y, khch hng cn ng k tr thnh thnh vin chnh thc trong quan trng l cung cp nhng thng tin c bn nh: s in thoi di ng, ti khon c nhn dng trong thanh ton. Sau , khch hng c nh cung ng dch v thanh ton qua mng n y cung cp mt m s nh danh ( ID ). M s ny khng phi s in thoi v n s c chuyn thnh m vch dn ln in thoi di ng, gip cho vic cung cp thng tin khch h ng khi thanh ton nhanh chng, chnh xc v n gi n hn ti cc thit b u cui ca im bn hng hay cung ng dch v. Cng vi m s nh danh khch hng cn c cp mt m s c nhn ( PIN ) khch h ng xc nhn giao dch thanh ton khi nh cung cp dch v thanh ton yu cu. Sau khi hon tt cc th tc cn thit th khch hng s l thnh vin chnh thc v iu kin thanh ton thng qua in thoi di ng. 1.4.4 Ngn hng ti nh ( Homebanking ) Homebanking l knh phn ph i ca dch v Ngn hng in t, cho php khch hng c th ngi ti ni lm vic thc hin hu ht cc g iao dch trn ti khon tin gi ca khch hng ti ngn hng. Vi ngn hng ti nh ( Homebanking), khch hng giao d ch vi ngn hng qua mng nhng l mng ni b ( Intranet) do ngn h ng xy dng ring. Cc giao dch c tin hnh ti nh thng qua h thng my tnh ni vi h thng my tnh ca Ngn h ng. Thng qua dch v Homebanking, khch h ng c th thc hin cc giao dch v chuyn tin, lit k giao dch, t gi, li sut, bo N, bo C s dng c dch v Homebanking khch hng ch cn c my tnh ( ti nh hoc tr s) kt ni vi h

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thng my tnh ca Ngn h ng thng qua modem-ng in thoi quay s, ng thi khch hng phi ng k s in thoi v ch nhng s in thoi ny mi c kt ni vi h thng Homebanking ca Ngn h ng. 1.4.5 Ngn hng trn mng Internet ( Internet Banking ) Dch v Internet Banking gip khch h ng chuyn tin trn mng thng qua cc ti khon cng nh kim sot hot ng ca cc t i khon ny. tham gia, khch hng truy cp vo website ca ngn hng v thc hin giao dch ti chnh, truy cp thng tin cn thit. Thng tin rt phong ph, n tng chi tit giao dch ca khch h ng cng nh thng tin khc v ngn hng. Khch hng cng c th truy cp vo cc website khc mua hng v thc hin thanh ton vi ngn hng. Tuy nhin, khi kt ni internet th ngn hng phi c h thng bo mt mnh i ph vi nhng ri ro tr n phm vi ton cu. y l nhng tr ngi ln v u t h thng bo mt rt tn km. 1.4.6 Kiosk Ngn hng L s pht trin ca dch v Ngn hng hng ti vic phc v khch h ng vi cht lng cao nht v thun tin nht. Trn ng ph s t cc trm l m vic vi ng kt ni Internet tc cao. Khi khch h ng cn thc hin giao dch hoc y u cu dch v, h ch cn truy cp, cung cp s chng nhn c nhn v mt khu s dng dch v ca h thng Ngn hng phc v mnh. y cng l mt hng pht trin ng lu tm cho cc nh lnh o ca cc Ngn hng thng mi Vit Nam. Hin nay, Ngn hng K Thng th nghim dch v ny ti hi s Ngn hng. 1.5 Gii thiu chung v dch v Homebanking 1.5.1 Cc dch v chng trnh Homebanking cung c p cho khch hng Thng tin ngn hng: Cung cp tin tc v Ngn hng. Cho php khch hng tra cu cc thng tin v t gi, l i sut v ph dch v t xa. Vn tin ti khon: Cho php khch hng kim tra s d ca cc loi ti khon khch hng m ti ngn hng. Khch hng cng c th kim tra chi tit tng loi giao dch, xem sao k v cc khon vay ca khch hng ti ngn hng.

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Thanh ton: H tr khch hng thc hin giao dch thanh ton ngay ti nh . Khch hng son in chuyn tin v gi n ngn hng x l. Khch hng c th kim tra mi trng thi ca in ti ngn h ng. in nghip v: S dng trao i thng tin gia khch h ng vi ngn hng trong qu trnh giao dch. y cng c th coi l knh thng tin lin lc gia khch hng vi ngn hng trong cc trng hp cn xc nhn li thng tin ca in gi hoc hu in, thay i in Bo co, Thng k in: Thc hin thng k cc loi in theo tng loi trng thi hoc thng k tng hp. Chc nng ny tr gip khch hng tm kim nhanh cc in chuyn tin v x l. Ngoi ra cn h tr vic a ra cc bo co thanh ton. 1.5.2 Li ch, ri ro trong qu tr nh pht trin v s dng dch v Homebanking 1.5.2.1 Li ch ca dch v Homebanking Li ch i vi ngn hng Trc s cnh tranh ngy cng mnh trong lnh vc dch v t i chnh ngn hng, c bit l trc xu th hi nhp v pht trin phi i mt vi nhng Ngn h ng Nc Ngoi ln mnh v kh nng ti chnh, trnh cng ngh, kinh nghim qun l, tr nh nhn sth vic a ra dch v ngn hng in t Homebanking gip ngn h ng nng cao cht lng dch v v hiu qa hot ng. Trin khai dch v ngn hng in t Homebanking, ngn hng s tit gim chi ph c nh, tit kim c chi ph m chi nhnh, ph ng giao dch v gim c s lng nhn vin. Bn cnh , vi nhng tin ch m dch v ngn hng in t Homebanking cung cp s lm tng tha mn nhu cu ca khch hng, do gip ngn hng lu gi c nhng khch hng hin ti v thu ht thm nhiu khch hng mi. Ngoi ra, dch v ngn hng in t Homebanking gip cho ngn h ng nng cao hiu qa s dng vn. Thng qua dch v ngn h ng in t Homebanking, cc lnh chi tr, nh thu ca khch hng c thc hin nhanh chng, to iu kin cho vn chu

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chuyn nhanh, thun li, thc hin tt quan h giao dch, trao i tin h ng. Thng qua , y nhanh tc lu thng hng ha, tin t, nng cao hiu qa s dng vn. Mt li ch quan trng khc m dch v ngn hng in t Homebanking em li cho ngn hng l tng kh nng cung cp dch v, m rng phm vi hot ng, to h nh nh, nt ring ca tng ngn hng trong kinh doanh. Li ch i vi khch hng Dch v Homebanking s gip cho khch hng c th thng tin lin lc vi ngn hng nhanh hn v hiu qa hn. Thng qua my tnh c ni mng vi ngn hng, khch hng c th giao dch trc tip vi ngn h ng bt c tnh hnh hot ng ca ti khon, kim tra s d, tnh hnh thanh ton ca khch hng, truy cp cc lnh chuyn tin chuyn nhanh chng. S dng dch v Homebanking nh nhng khch hng c th thc hin c cc giao dch vi ngn hng nn gip khch hng ti t kim c thi gian, rt ngn thi gian thanh ton, iu chuyn vn. Vi nhng cng ty c nhiu chi nhnh khp c n c, khi lng giao dch ln, mi ng y phi mt bn, nm ln ra ngn h ng giao dch th vi dch v Homebanking, cng ty s tit kim c thi gian v cng sc, vic thanh ton c tin hnh nhanh hn, nht l i vi nhng giao dch c thi gian ngn th khng s b tr gi, thanh ton kp thi. S dng dch v Homebanking gip kh ch hng tit kim c chi ph: chi ph di chuyn ( xe, xng, ), chi ph nhn vi n, nu giao dch thng thng nh truc y cng ty phi c ngi ra ngn hng giao dch, phi ch i, nu trc trc v ch k, con du, thng tin trn y nhim chi sai li phi chy i, chy v, ch a k nhn vin giao dch dng thi gian ca cng ty lm vic ring cho mnh, 1.5.2.2 Nhng ri ro v pha ngn h ng khi cung ng dch v Homebanking Bn cnh nhng li ch m dch v Homebanking mang li cng c nhiu ri ro . Nhng ri ro ca dch v Homebanking cng l ri ro chung ca h thng ngn h ng in t. Vi tc thay i nhanh chng ca cng ngh thng tin v theo l hot

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ng ngn hng in t th kh c th a ra c mt danh sch y tt c cc loi ri ro, tuy nhin v c bn cc ri ro ny cng khng nm ngoi nhng ri ro truyn thng. Do vy, c th chia cc ri ro ca hot ng ngn h ng in t thnh cc nhm nh i vi ri ro truyn thng. Trong s , ri ro hot ng, ri ro uy tn, ri ro php l l nhng loi ri ro thng gp nht trong hot ng ngn h ng in t. Ri ro hot ng Ri ro hot ng c th pht sinh do h thng ngn h ng in t khng m bo s thng nht v ng tin cy cn thit, do tn cng ca nhng k t nhp h thng in t t bn ngoi hoc bn trong nhm tc ng ln cc sn phm hoc h thng ca ngn hng. Ngoi ra, nhng ri ro hot ng cn c th pht sinh do nhm ln ca khch hng do cc h thng ngn hng in t b thit k hoc trin khai khng ho n chnh. C th tm chia ri ro hot ng th nh mt s nhm nh sau: Ri ro an ninh: Bn la o c tnh tn cng vo l hng an ninh trong website ca ngn hng, to ra cho ngn hng nhng thit hi trc tip hoc gy ra cc trch nhim php l cho khch hng. Ri ro thit k, duy tr h thng: Cc h thng la chn c th khng c thit k hoc trin khai tt, trong qa tr nh vn hnh c th b li gy gin on hoc chy chm. Ri ro do nhm ln ca khch h ng: Cc khch hng s dng thng tin c nhn ( thng tin chng thc, s th tn dng hoc s t i khon ngn hng ) trong cc giao dch in t khng c bo mt s to iu kin cho bn ti phm tip cn c vi cc ti khon ca h. Hu qa l ngn hng c th phi chu thn tht ti chnh do khch hng khng chp thun cc giao dch . Ri ro uy tn Ri ro uy tn l ri ro d lun nh gi xu v ngn hng gy kh khn nghim tr ng cho ngn hng trong vic tip cn cc ngun vn hoc khch h ng ri b ngn hng. Ri ro uy tn c th l do c nhng hnh ng nhm to mt hnh nh xu v ngn

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hng i vi cng chng trong mt thi gi an di, cng c th pht sinh t chnh cc hnh ng ca ngn hng, hoc t cch m ngn hng phn ng trc hnh ng ca cc bn th ba. Ri ro uy tn l h qa trc tip ca cc rc ri nhng nhm ri ro khc, nht l nhm ri ro hot ng. Cc tnh hung m ngn hng c th gp cc ri ro v uy tn l : Ri ro uy tn c th pht sinh khi cc h thng hoc sn phm khng hot ng nh d kin v gy ra phn ng tiu cc lan rng trong cng chng. Mt l hng nghim trng v an ninh do bn ngoi hoc bn trong tn cng ln h thng ngn hng in t ca ngn hng lm cho h thng khng hot ng hoc hot ng khng theo nh mun. Cc nhm ln, hnh ng phi php v la o ca mt khch h ng cng c th khin ngn hng phi chu ng ri ro. Ri ro uy tn c th pht sinh t cc trc trc h thng khin khch h ng gp kh khn trong vic tip cn vi thng tin t i khon ca h, nht l trong trng hp khng c cc phng tin tip cn khc thay th. Ri ro uy tn cng c th pht sinh t nhng cu c tn cng c ch vo ngn hng. Chng hn nh mt k t nhp xm nhp v o website ca ngn hng c th c tnh thay i trang web ny gi i nhng thng tin khng chnh xc v ngn h ng v cc sn phm ca ngn hng Ri ro uy tn cng c th pht s inh khi ngn hng cung cp cc sn phm dch v khng ging nh cc thng tin qung co trn website ca ngn hng. Ri ro uy tn khng ch quan trng i vi mt ngn h ng m cn i vi c h thng ngn hng. Chng hn nh, nu mt ngn hng b tn hi nghim trng v danh ting do cc hot ng kinh doanh ngn h ng in t th cng gy nn nhng ri ro uy tn an ninh ca cc h thng ca nhng ngn h ng khc. Trong nhng trng hp c bit quan trng, c th e do n s n nh ca to n h thng ngn hng. Ri ro php l

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Ri ro php l pht sinh t nhng vi phm, hoc do khng tun th php lut, cc quy nh hoc cc thng l c xc lp, hoc do quy nh khng r cc quyn v ngha v php l ca cc bn i vi giao dch. Do cn tng i mi m nn trong nhiu hot ng ngn hng in t, cc quyn v ngha v ca cc bn i vi cc giao dch loi ny cn cha r rng. Hot ng ngn hng in t li thc hin gin tip qua cc k nh in t ch khng qua tip xc trc tip gia ngn h ng vi khch hng nn vic p dng cc phng php truyn thng trong phng trnh v pht hin cc hot ng ti phm vi hot ng ngn hng in t s khng t hiu qa cao nh vi cc giao dch trc tip. Ngoi ra, cc ngn hng tham gia vo ho t ng ngn hng in t c th phi i mt vi cc ri ro php l lin quan n vic bo v quyn ring t v cng b v khch hng. Nhng khch hng khng c thng tin y v quyn v ngha v ca h c th khi kin ngn hng. mt s nc, vic khng bo v thch ng quyn ring t cho khch hng cng c th khin ngn hng phi chu nhng hnh pht nng v mt php l. Cc ri ro khc Trn y l cc ri ro thng gp khi tham gia vo hot ng ngn hng in t. Bn cnh , s pht trin ca dch v ny cn ph thuc vo nhiu yu t : mi trng kinh t, mi trng php l, trnh pht trin kinh t, trnh pht trin ca cc doanh nghip v cc khch hng c nhn 1.5.3 Thc tin cung cp v s dng dch v Homebanking Vit Nam C nc hin nay c khong 40 ngn hng thng mi k cc chi nhnh ngn h ng nc ngoi. Trong s dch v ngn hng in t Homebanking c cc ngn hng thng mi c phn trong nc cung cp nh: Ngn hng TMCP Ngoi Thng, ngn hng TMCP c phn Cng Thng, Ngn hng TMCP Chu ( ACB ), Ngn hng TMCP XNK ( Eximbank ), Ngn hng TMCP K Thng Vit Nam (Techcombank) V khi ngn hng thng mi thuc s hu Nh nc c: Ngn hng u t v

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Pht trin Vit Nam ( BIDV ), V khi chi nhnh ngn hng nc ngoi c: City Bank, ANZ C th thy cc ngn hng cung cp dch v ngn hng in t Homebanking khng nhiu. Trong , c mt s ngn h ng thng mi Vit Nam cung cp dch v ngn hng in t Homebanking cn hn ch cc dch v cung cp, c bit hn ch dch v thanh ton, ch cho php khch hng xem s d, vn tin ti khon,... cha pht huy ht tin ch ng dng Homebanking v o h thng thanh ton. Trong h thng ngn h ng thng mi thuc s hu Nh nc, BIDV cung cp dch v ny vi tn gi BIDV Homebanking v l mt trong nhng ngn hng c h thng dch v ngn hng in t Homebanking hin i nht trong tt c cc ngn h ng thng mi Vit Nam. Chng trnh Homebanking c BIDV bt u nghin cu v pht trin t thng 6/2004 p dng nhng cng ngh mi, nhng gii php mi nhm m bo t c hiu qa cao cng nh s an ton ca ton h thng, cho php khch hng s dng nhiu dch v hn trong chng trnh Homebanking, c bit cho php khch h ng gi lnh thanh ton n ngn h ng. Cc ngn hng cung cp dch v ngn hng in t Homebanking thng l cc ngn hng c qui m vn ln v c c s h tng tt v dch v ny i hi hm lng u t khoa hc cng ngh cao. Tuy s l ng ngn hng cung cp dch v ngn hng in t Homebanking khng nhiu, nhng lng khch hng s dng dch v ny cng rt thp. V, nh phn tch phn trn, do chi ph s dng dch v cao, cc ngn h ng ch khuyn khch khch hng l doanh nghip c doanh s v s lng thanh ton qua ngn hng cao. Hn na, s dng c dch v, khch hng phi p ng cc yu cu v mt k thut v ngn hng khng i th phn chi ph ny. Tuy nhin, trong thc t, i vi cc khch h ng ln ( c doanh s v s lng thanh ton qua ngn hng cao ), thu ht khch hng, Ngn hng cng c chnh sch gim ph nh: h tr 50% chi ph mua sm I -key, min ph thu bao 3-6 thng u khi s dng dch v, Song, lng khch hng s dng cng khng nhiu.

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KT LUN CHNG 1Chng 1 nu khi qut nhng khi nim c bn cng nh cc giai on pht trin ca Ngn hng in t ni chung v dch v Homebanking ni ri ng. Trong chng ny, lun vn trnh by nhng yu t c bn nh hng n s pht trin ca dch v ngn hng in t, cc dch v m chng trnh Homebanking cung cp cho khch hng, cng nh trnh by nhng li ch, ri ro trong qu tr nh pht trin v s dng dch v Homebanking, ng thi nu ln c tnh hnh cung cp dch v Homebanking ti cc ngn hng thng mi hin nay Vit Nam. Tip theo chng 2 s trnh by chi tit v tnh hnh thc hin dch v Homebanking ti Ngn hng u T v Pht Trin Vit Nam, t nu ln nhng thnh tu cng nh nhng hn ch ca dch v Homebanking.

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CHNG 2TNH HNH THC HIN DCH V HOMEBANKING TI NGN HNG U T V PHT TRIN VIT NAM2.1 Khi qut qu trnh hnh thnh v pht tri n ca Ngn hng u T v Pht Trin Vit Nam Ngn hng u t v Pht trin Vit Nam (Tn ting Anh: Bank for Investment and Development of Vietnam - BIDV), tin thn l Ngn hng Kin thit Vit Nam, thnh lp vo ngy 26/4/1957. a im t tr s chnh: Thp A t a nh Vincom, 191 B Triu, Qun Hai B Trng, H Ni. BIDV l mt trong nhng ngn hng thng mi hng u ca Vit Nam v qui m vn (Vn iu l tr n 8000 t ng tnh t ngy 30/6/08), v mng li hot ng (103 chi nhnh v 400 im giao dch trn ton quc), v kh nng cung cp cc dch v ngn h ng v v mc ng dng cng ngh ngn hng hin i trong giao dch. Qu trnh hnh thnh v pht tri n ca Ngn hng u t v Pht trin Vit Nam nh sau: Ngy 26/4/1957, Ngn hng Ki n thit Vit Nam (trc thuc B T i chnh) tin thn ca Ngn hng u t v Pht trin Vit Nam - c thnh lp theo quyt nh 177/TTg ngy 26/04/1957 ca Th tng Chnh ph. Ngy 24/6/1981, Ngn hng Ki n thit Vit Nam c i tn thnh Ngn hng u t v Xy dng Vit Nam trc thuc Ngn h ng Nh nc Vit Nam theo Quyt nh s 259-CP ca Hi ng Chnh ph. Ngy 14/11/1990, Ngn hng u t v Xy dng Vit Nam c i tn thnh Ngn hng u t v Pht trin Vit Nam theo Quyt nh s 401 -CT ca Ch tch Hi ng B trng.

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Hin nay, BIDV ang hon tt th tc chuyn i thnh Tp on ti chnhngn hng hot ng trn 4 lnh vc: Ngn hng Bo him Chng khon u t Ti chnh. Sau khi thnh lp Tp on, BIDV s tin hnh cng tc c phn ha. 2.2 C cu t chc, b my qun l ca Ngn hng u t v Pht trin Vit Nam Hin nay, BIDV hon thnh n chuyn i m hnh t chc Ngn hng u t v Pht trin Vit Nam giai on 2007-2010, thng qua m hnh c cu-t chc-b my ch yu ti Tr s chnh BIDV n 31/12/2007 v 31/12/2009 cng m hnh, mng li chi nhnh n 31/12/2008 v 31/12/2009. n chuyn i m hnh t chc h thng theo hng hnh thnh v phn nh r theo 5 khi chc nng: Khi cng ty, khi ngn hng, khi n v s nghip, khi lin doanh v khi u t. M hnh c cu-t chc-b my hin nay nh sau: (Xem hnh 2.1)

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H THNG BIDVHI S CHNH Hi ng qun tr, Tng Gim c, cc Hi ng, cc Ph ng ban.

KHI CNG TY

KHINGN HNG

KHIN V S NGHIP

KHILIN DOANH

KHI U T

2 Cty Cho thu ti chnh

Cty chng khon Cty Bo himCty Qun l n v khai thc ti sn

BIDV Tr s chnh ti HN. VPD ti TPHCM v Nng -

Trung tm o to

VID-PUBLIC Bank

4 Cty C phn3 NHTMCP 1Qu TDND

3 Sgiao dch

100 Chi nh nh cp 1

Trung tm Cng ngh thng tin

Ngn hng Lo-Vit

Ngn hng Vit-Nga

Cty u t ti chnh Cty u t Cng onCty Qun l Qu Cng nghip & Nng lng

400 im GD700 my ATM

Cty LD Qun l Qu

Cty LD Thp BIDV

Hnh 2.1: M hnh c cu-t chc-b my h thng BIDV Ngun: Website Ngn hng u t v Pht trin Vit Nam

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Ghi ch: 2 Cng ty cho thu ti chnh bao g m: Cng ty cho thu ti chnh BIDV ( BIDV Leasing Co.) v Cng ty cho thu ti chnh BIDV s 2 ( BIDV Leasing Co. No.2) BIDV tham gia u t vo 4 Cng ty c phn bao gm: Cng ty c phn chuyn mch ti chnh quc gia; Cng ty c phn u t h tng k thut TPHCM; Cng ty c phn Thit b bu in; Cng ty c phn Vnh S n-Sng Hinh. BIDV tham gia u t vo 3 Ngn hng thng mi c phn v 1 Qu tn dng nhn dn bao gm: NHTMCP Nh H Ni; NHTMCP Pht trin nh TPHCM; NHTMCP Nng thn i v Qu tn dng nhn dn Trung ng ( Tr s ti H Ni). 2.3 Tnh hnh thc hin dch v Homebanking ti Ngn h ng u T v Pht Trin Vit Nam 2.3.1 C s php l iu chnh hot ng cung cp v s dng dch v Homebanking Quyt nh 353/1997/Q-NHNN2 ngy 22/10/1997 c a Thng c Ngn hng Nh nc v Quy ch chuyn tin in t. Ngh nh 64/2001/N-CP ngy 20/09/2001 ca Chnh Ph v hot ng thanh ton qua cc t chc cung ng dch v thanh ton. Quyt nh s 44/2002/Q-TTg ngy 21/03/2002 Th tng Chnh ph v vic s dng chng t in t l m chng t k ton hch ton v thanh ton vn ca cc T chc cung ng dch v thanh ton. Quyt nh s 226/2002/Q-NHNN ngy 26/03/2002 ca Thng c NHNN v quy ch hot ng thanh ton qua cc t chc cung ng dch v thanh ton. Quyt nh s 543/2002/Q-NHNN ngy 29/05/2002 c a Thng c NHNN quy nh v xy dng, cp pht, qun l v s dng ch k in t tr n chng t in t trong h thng thanh ton in t li n Ngn hng.

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Quyt nh s 1092/2002/Q -NHNN ngy 08/10/2002 c a Thng c NHNN v vic ban hnh Quy nh th tc thanh ton qua cc t chc cung ng dch v t hanh ton. Ch th 02/2004/CT-NHNN ngy 06/02/2004 ca NHNN v vic tng cng cng tc bo m an ton trong hot ng thanh ton in t ngn h ng. Lut giao dch in t: Quc hi nc Cng ha X hi ch ngha Vit Nam, kha XI, k hp th 8 (t ngy 18/10 n ngy 29/11 nm 2005) thng qua lut s 51/2005/QH11 Lut giao dch in t vo ngy 29/11/2005 v c hi u lc thi hnh t ngy 01/03/2006. Lut gm 8 chng, 54 iu. Ngh nh s 57/2006/N-CP ngy 09/06/2006: Hng dn thi hnh Lut giao dch in t. 2.3.2 Tng quan v chng trnh BIDV Homebanking Chng trnh Homebanking ca BIDV t lu c nhiu khch hng s dng v nh gi cao v mc n nh, thun tin cng nh bo mt. BIDV lin tc nghin cu ci tin k thut chng trnh ny p ng tt hn nhu cu ca khch hng, cng nh tng bo mt, d s dng ca chng trnh. y l h thng c nghin cu tch hp cht ch vi SIBS (mt h thng phn mm Ngn h ng hin i m BIDV ang trin khai). H thng BIDV Homebankin g c bit thch hp vi nhng khch hng l cc t chc tn dng, cc doanh nghip hot ng ti cc khu cng nghip ln, cc doanh nghip c cc n v thnh vin hot ng cc vng min khc nhau. Sau y l nhng tnh nng chnh ca BIDV-Homebanking : To in y nhim chi bo mt, nhanh chng, thun tin s dng thit b bo mt ngoi iKey ca tp on Safenet. Thng tin ti khon tin gi, tin vay y , chi tit. Cho php in sao k giao dch trong mt khong thi gian bt k Ci t n gin, giao din web thn thin d s dng

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Quy trnh giao dch 2 bc hoc 3 bc ty theo yu cu khch hng. D dng theo di trng thi in, cc bo co v in y nhim chi c thc hin. D dng trao i thng tin vi cn b Ngn h ng thng qua h thng gi nhn in tra sot cng c bo mt ging nh in y nhim chi. Cc chc nng ca chng trnh: Xem thng tin ngn hng: Thng tin v t gi, biu ph dch v, thng tin hot ng Ngn hng, cc thng tin lin quan khc Vn tin chi tit, xem lch s g iao dch, in pht sinh giao dch v sao k ti khon khch hng: Ti khon tin gi (s d thc t, s d kh dng, trng thi ti khon ), ti khon tin vay ( kh c, lch tr n, giao dch khon vay ), ti tr thng mi. Gi lnh chuyn tin i trong nc bng VND, i vi USD ( bn USD chuyn vo ti khon VND ). Gi in tra sot In bo co cc loi (giy bo n, giy bo c, sao k ti khon trong mt thi gian bt k, bo co chi tit trng thi y nhim chi c chuyn i ( ang ch x l, x l thnh cng, ngn hng t chi thanh ton ), bo co chi ti t trng thi in tra sot c chuyn i. 2.3.3 iu kin khch hng s dng dch v Homebanking Khch hng tham gia s dng dch v Homebanking ti BIDV l c nhn, t chc c m ti khon thanh ton ti ngn hng u T v Pht Trin Vit Nam v phi c y thit b cn thit theo yu cu ca ngn hng ( my tnh, modem, mng in thoi). 2.3.4 Qui trnh thc hin giao dch t chng trnh Homebanking V pha khch hng: 2.3.4.1 Cc thit b cn thit trong s dng dch v Homebanking

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Phn mm Homebanking do ngn h ng thit lp ph hp vi h thng thanh ton ca ngn hng. Phn mm ny c th c thng xuyn chnh sa v nng cp p ng tt nht vic thc hin cc giao dch ng n hng. V pha khch hng s dng dch v cn c: My vi tnh thc hin thao tc lp cc lnh thanh ton. Modem thc hin kt ni vo mng Intranet ca ngn hng. ng truyn: s dng ng dy in thoi. Thit b bo mt I-key. Yu cu i km: c th s dng dch v Homebanking, khch hng ph i c h thng my vi tnh p ng yu cu ti thiu sau: Cu hnh mng S dng Dial-up. Phn cng: H thng cn c m bo mt s tiu chun c th v cht lng v trang thit b nh: CPU Pentium III 1 GH tr ln. RAM 128 MB. Dung lng cng 4GB. C h tr cng USB. Phn mm: H iu hnh: Windows 2000 tr ln (Windows 2000, XP, 2003). Internet Explorer 6 tr ln. 2.3.4.2 K kt Hp ng s dng dch v s dng dch v Homebanking, khch h ng lin h vi ngn hng k kt Hp ng cung cp dch v Homebanking. Trong nu r quyn v ngha v ca cc bn cng ph cung cp v s dng dch v.

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2.3.4.3 Cc thnh vin s dng dch v Homebanking bo m tnh an ton trong thanh ton, n v c nhu cu s dng cn cung cp cho ngn hng cc thnh vin s dng dch v ngn hng in t Homebanking ngn hng thc hin khai bo thng tin trong h thng. Cc c nhn khng c trong danh sch ng k s dng, khng c cp M ngi dng (User ID) v mt khu (password) truy cp vo chng trnh. Cc thnh vin s dng dch v ngn hng in t Homebanking bao gm: Ngi son in: Ngi thc hin cc thao tc thit lp lnh thanh ton. Thng thng, ti cc doanh nghip, ng i son in l k ton vin. Ngi duyt in: Ngi duyt in c trch nhim kim tra li tnh chnh xc ca lnh thanh ton do ng i son in to ra. Thng th ng, ti cc doanh nghip, ngi duyt in l k ton trng. Ngi xc nhn: Ngi xc nhn l ngi nm gi mt m quan trng gi cc lnh thanh ton ny n ngn hng. Thng thng, ti cc doanh nghip, ng i xc nhn l Gim c/Ph Gim c. Tuy nhin, doanh nghip c th yu cu qu trnh son in 2 bc bao gm: Ngi son in v ngi xc nhn, khng cn ngi duyt in rt ngn thi gian thao tc. Doanh nghip c th thay i danh sch ng i s dng vi iu kin phi gi ngh thay i ngi s dng n ngn hng. 2.3.4.4 Truy cp ln u vo chng trnh: Sau khi phn mm Homebanking c ci t v khch hng c ngn hng cp User ID v password truy cp chng trnh, ngi s dng tin hnh truy cp ln u vo chng trnh v thc hin thay i password bo m tnh bo mt v an ton trong thanh ton. Khi ng nh p thnh cng, ngi s dng s tip cn trc tip vo chng trnh Homebanking ca ngn hng. Chng ta tham kho mt giao din chng trnh Homebanking ca Ngn hng u t v Pht trin Vit Nam nh sau:

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Hnh 2.2 Giao din ng nhp vo chng trnh Homebanking

Hnh 2.3 Giao din chng trnh Homebanking sau khi ng nhp thnh cng 2.3.4.5 Qu trnh thc hin giao dch K ton vin Mc 1 TK ca c nhn Mc 2 Tk ca t chc Mc 3 Tk ca t chc Son in Son in Duyt in K ton trng Ch TK Son in Ph duyt in Xc nhn in Xc nhn in

Bng 2.1 Qu trnh thc hin giao dch ti khch h ng.

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2.3.4.6 To lp, ph duyt lnh thanh ton gi ngn h ng Ngi s dng c th s dng tt c nhng dch v m Homebanking cung cp nh xem cc thng tin ngn hng, v n tin s d, in cc bo co lin quan n ti khon ca n v,.... Tuy nhin, i vi ngi khng c m xc nhn in, khng th gi lnh y u cu giao dch n ngn hng. Khi c nhu cu gi tin i, k ton vi n s son in. in son xong c y vo danh sch ch duyt k ton trng x l. K ton trng tin hnh kim tra in. Nu mi thng tin tr n in chuyn tin chnh xc, k ton trng s duyt in. Khi in c y vo danh sch in ch xc nhn. Nu thng tin trn in cha chnh xc, k ton trng s y in li danh sch son in k ton vin x l. Gim c hoc ngi c thm quyn s tin h nh xc nhn in. c th xc nhn in, ngi s dng phi c kho cng (I -Key) lu tr kho b mt ca ngi s dng. Kho cng do ngn hng cp khi khch hng tham gia s dng dch v ny. Nu mi thng tin trn in son l chnh xc, gim c xc nhn in vi kha b mt tr n IKey v gi sang ngn hng. Nu khng xc nhn, in s b y tr li danh sch son in cho k ton vin. Vic phn quyn thc hin tng chc nng i vi tng ng i s c ng k ti ngn hng.

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Hnh 2.4 S to lp, ph duyt lnh thanh ton gi ngn h ng Chng ta xem mt mu lnh ngh chuyn tin qua chng trnh Homebanking ca Ngn Hng u T V Pht Trin Vit Nam

Hnh 2.5 Thc hin lnh yu cu thanh ton ca Ngn hng u t & Pht trin Vit Nam hnh 2.5, ngi ra lnh ( ngi ang s dng dch v Homebanking ) yu cu ngn hng l S giao dch 1 Ngn hng u t v Pht trin Vit Nam thanh ton cho ngi hng l Chi nhnh Qu HPT H Ty c ti khon ti Ngn hng u t v Pht trin Vit Nam, chi nhnh H Ty v i s tin l 10.000.000.

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2.3.4.7 To lp ph duyt in tra sot ti khch h ng Sau khi gi lnh yu cu thanh ton n ngn hng, khch hng pht hi n giao dch ngh khng chnh xc, khch hng c th iu chnh bng cch to cc lnh Tra sot n ngn hng yu cu iu chnh li giao dch ng hoc hon tr li yu cu thanh ton.

Hnh 2.6 S to lp ph duyt in tra sot ti khch h ng Lu : Trng hp Khch hng chn m hnh giao dch 2 bc th khng c bc 2 2.3.4.8 Giao dch vn tin ti khon Vn tin, in Sao k ti khon. Vn tin, in chi tit thng tin tng giao dch trn ti khon: cc giao dch ghi N v cc giao dch ghi C. Tnh n nh ca cc giao dch tr n ti khon khch hng: i vi cc giao dch c ng y hiu lc ( hon thnh) trc ngy hin ti: Chc chn c h thng SIBS chp nhn hch ton v o s sch ca ngn hng ( khng th hu b c)

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i vi cc giao dch c ng y hiu lc l ngy hin ti: Cha chc chn c h thng SIBS chp nhn hch ton v o s sch k ton ca Ngn h ng vo cui ngy lm vic, v cc giao dch c th b Ngn hng hu b trong ngy do sai st, do khch hng yu cu... 2.3.4.9 Giao dch vn tin thng tin ngn hng Thng tin t gi Biu ph dch v Thng tin hot ng ngn hng Cc thng tin lin quan khc 2.3.4.10 In cc bo co: theo di cc khon thanh ton, hng ngy, ngi s dng vo mc Bo co i chiu s liu thanh ton vi s sch k ton, i chiu cc lnh thanh ton gi n ngn hng vi cc lnh thanh ton c ngn hng thc hin.

Hnh 2.7 Giao din Bo co thanh ton ca khch h ng i chiu vi d liu ti Ngn hng 2.3.4.11 Son in offline y l mt tin ch mi ca chng trnh Homebanking. Trc kia, khi mun to mt

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lnh thanh ton n ngn hng, ngi s dng phi son in trn h thng online tc l kt ni lin tc vo h thng mng Intranet ca ngn hng. Hin nay, gim thi gian thao tc trn h thng online nhm tit kim chi ph kt ni, cc ngn hng cung cp phn mm son in offline cho khch hng. Phn mm Son in offline c xy dng tng t nh mt lnh chuyn tin ( Hnh 2.8 ) trn nn file text cho php khch hng t o sn cc lnh thanh ton, sau thc hin kt xut vo chng trnh Homebanking .

Hnh 2.8 Son in offline cho chng trnh Homebanking

Hnh 2.9 Thc hin kt xut lnh chuyn tin vo chng trnh Homebanking T mn hnh son in chn nt Browse nhp d liu t file text m kt xut t chng trnh Son in Offline. Sau khi ch ng dn n file text, chn c file ly d liu t file text vo chng trnh. V pha Ngn Hng

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2.3.4.12 Ci t phn mm s dng chng trnh Homebanking cho khch hng Sau khi k kt hp ng, b phn IT ngn h ng tin hnh ci t phn mm chng trnh Homebanking cho khch hng t i tr s khch hng v hng dn khch hng s dng chng trnh. ng thi, ngn hng thc hin lm th tc cp User ID, password truy cp chng trnh, Ikey cho khch hng theo ng qui nh bo mt ca ngn hng cn c vo danh sch ngi s dng theo ngh ca khch hng (b phn CA ca ngn hng chu trch nhim chnh i vi vic thit lp Ikey). 2.3.4.13 Thc hin cc lnh yu cu thanh ton do khch h ng gi n qua chng trnh Homebanking Ta xem mt giao din Homebanking v pha Ngn h ng:

Hnh 2.10:Thc hin cc lnh yu cu thanh ton do khch hng gi n Qui trnh thao tc bao gm 2 bc: Ngi duyt in: ngi duyt in nm gi Ikey quan trng xc nhn (gi i m) in yu cu do khch hng gi n hoc duyt cc in thanh ton do giao dch vi n thc hin. ngn hng, ngi duyt in l lnh o Phng/Ban chuyn trch v thanh ton trong nc.

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Giao dch vin: giao dch vin l ngi thc hin lnh thanh ton ca khch hng sau khi in c ngi duyt in gii m. Sau khi thc hin thanh ton, in c giao dch vin chuyn n cho ngi duyt in xc nhn thanh ton. mt s ngn hng vn s dng qui trnh thao tc 3 bc bao gm: giao dch vin, ngi duyt in v ngi xc nhn tng t nh qui trnh thao tc ca khch hng. Ngi xc nhn thng thng l Gim c ngn hng. Tuy nhin, y mnh tc giao dch, hu ht vn p dng qui trnh 2 bc. Sau khi nhn c lnh yu cu thanh ton ca khch hng, ngn hng tin hnh kim tra tnh chnh xc ca lnh thanh ton v thm quyn ngi xc nhn lnh thanh ton chuyn n ngn hng. Nu mi thng tin u chnh xc, ngn hng thc hin trch ti khon khch hng thanh ton v thu ph (nu c). Nu thng tin yu cu thanh ton khng y hoc ngn hng nghi ng tnh chnh xc ca lnh thanh ton, ngn hng c th gi tra sot n khch hng yu cu cung cp y thng tin cn cho mt lnh thanh ton hoc gi tr li lnh thanh ton cho khch hng nu r l do chuyn tr. Cui ngy, giao dch vin ngn hng in cc bo co i chiu m bo tnh khp ng gia cc lnh yu cu ca khch hng v s liu thanh ton ca ngn hng. 2.4 So snh nhng tin ch ca dch v Homebanking gia BIDV v cc ngn hng thng mi c phn khc. Vit Nam hin nay, dch v ngn hng in t Homebanking pht trin mnh cc ngn hng thng mi c phn nh Vietcombank, ACB, v TechcombankSau y l bng so snh nhng tin ch trong dch v Homebanking cung cp cho khch hng gia BIDV v cc ngn hng mnh v dch v ngn hng in t Homebanking.

38

Chc nng Tra cu thng tin ti khon ( xem s d, lit k v in giao dch) Cp nht nhng thng tin mi nht v Ngn hng, tham kho li sut tit kim, t gi hi oi Thanh ton ha n ( c c ph in, nc, in thoi, internet ) Chuyn khon trn mng Chuyn i ngoi t t TGTT ngoi t sang t i khon tin gi thanh ton VND trong c ng h thng Hng dn ci t min ph

BIDV

ACB

VCB

Techcom bank x

x

x

x

x

x

x

x

x x

x x

x x

x x

x

x

x

x

x

Bng 2.2 So snh cc tin ch BIDV cung cp vi cc ngn h ng TMCP trong nc Ngun: Tng hp thng tin t cc trang web ca BIDV, ACB, VCB, Techcombank Nhn chung vic cung cp cc tin ch cho khch h ng trong dch v Homebanking ca BIDV tng i pht trin so vi cc ngn hng thng mi khc. V vy, nu BIDV u t m rng thm cc tin ch cung cp cho khch h ng th BIDV s tr thnh ngn hng cung cp dch v Homebanking tt nht tr n phm vi ton quc. 2.5 Thc trng v dch v Homebanking ti Ngn hng u T v Pht Trin Vit Nam 2.5.1 S liu thng k qua Phiu tham kho kin khch h ng v mc quan tm ca khch hng n dch v Homebanking ti BIDV Theo kt qu thm d t Phiu tham kho kin khch h ng c s liu v mt s tiu ch ch yu sau ( xem Ph lc 2)

39

Tiu ch Thi gian giao dch t 2-4 nm S lnh thanh ton qua ngn h ng trung bnh mt ngy ( > =30 lnh ) Thch c giao dch thanh ton qua mng Bit v dch v ngn hng in t Homebanking Bit v dch v ngn hng in t Homebanking nhng cha ng k s dng do chi ph cao Bit v dch v ngn hng in t Homebanking nhng cha ng k s dng do lo lng v an to n trn mng L do ng k s dng dch v ngn hng in t Homebanking ti BIDV (p ng c nhu cu thanh ton nhiu, li n tc, giao dch thun tin, nhanh chng, BIDV l ngn hng c uy tn )

T l 53.2 % 38 % 95% 45% 76%

69%

100 %

Hu nh cc doanh nghip khi c mi tham gia tr li cu hi u rt quan tm n dch v ngn hng in t ti BIDV, a s khch hng doanh nghip c thi gian giao dch vi BIDV t 2 nm tr l n u s dng cc dch v ngn h ng in t m BIDV cung cp, 95% khch hng thch c giao dch thanh ton qua mng. iu n y rt thun li cho BIDV khi pht trin dch v ngn hng in t Homebanking. Qua kho st thy c lng khch hng doanh nghip giao dch vi BIDV thi gian t 2 -4 nm chim a s (53.2 %), cc doanh nghip c s lnh thanh ton mt ng y qua ngn hng tng i nhiu ( ln hn 30 lnh thanh ton trong mt ngy )(chim 38%) ch yu l cc doanh nghip c thi gian giao dch vi BIDV t 2 nm tr l n, y l i tng khch hng chnh m BIDV nh m ti khi pht trin dch v ngn h ng in t Homebanking. Qua iu tra thc t mi thy c dch v ngn hng in t Homebanking ca BIDV cha c ph bin lm n khch h ng ( lng khch hng doanh nghip bit v dch v ngn hng in t Homebanking l 45 % ). y l l do chnh lm cho dch v ngn

40

hng in t Homebanking cha c khch hng s dng. Ngoi ra, 100% khch hng cho bit l do h ng k s dng dch v Homebanking l do dch v ngn hng in t Homebanking ti BIDV c nhng u th nh p ng c nhu cu thanh ton nhiu, lin tc, giao dch tin li, nhanh chng B n cnh , trong s khch hng doanh nghip bit v dch v ngn h ng in t Homebanking th theo kho st l do tr ngi ln nht lm cho h e ngi trong vic ng k s dng dch v l chi ph s dng dch v cao ( 76%). Theo khch h ng, vic s dng dch v ngn hng in t Homebanking tn nhiu chi ph ( ph thu bao s dng, ph mua sm Ikey, my tnh vi cu hnh thch hp, ng truyn ring), trong khi ph chuy n tin th ngn hng thu nh giao dch trc tip ti quy giao dch, do nu ngn h ng thc hin gim ph th s khuyn khch khch hng s dng dch v. Ngoi ra, mc an ton v s bo mt thng tin ca giao dch qua Homebannking c nhiu khch hng quan tm v t cu hi (69%). 2.5.2 Kt qu kinh doanh t dch v Homebanking ti BIDV Chng trnh Homebanking ti BIDV c nghin cu v pht trin t thng 6/2004 p dng nhng cng ngh mi, nhng gii php mi nhm m bo t c hiu qa cao cng nh s an ton ca ton h thng khi a BIDV Homebanking vo s dng. Sau mt nm nghin cu v tm hiu, h thng BIDV Homebanking i vo hot ng, c sa i nng cp vi cht l ng phc v cao hn, cho php khch hng s dng nhiu dch v hn trong chng trnh Homebanking, c bit cho php khch hng gi lnh thanh ton n ngn hng, chng trnh c th im ti mt s chi nhnh ti TPHCM v H Ni. n nm 2007, chng trnh mi bt u pht huy hiu qu, c nhiu khch hng bit n v s dng.

41

2008 Ch tiu 2007 Thc hin 13800 250 So vi 2007 203% 147%

Doanh s ( t ng ) S lng khch hng

6800 170

Bng 2.3 Kt qa kinh doanh t dch v ngn h ngin t Homebanking Ngun: Bo co kt qu hot ng ngn hng in t BIDV. Qua s liu thng k trn cho thy lng khch hng quan tm n dch v ngn hng in t Home-banking tng mnh theo thi gian. Tnh n ht nm 2008, l ng khch hng k hp ng giao dch Homebanking t 147% so vi nm 2007 t 250 khch hng, doanh s t c t dch v Homebanking cng tng gn gp 2 ln so vi nm trc, tnh n ht nm 2008 l 13.800 t ng. T kt qu phn tch trn cho thy, tuy dch v Homebanking ti BIDV mi c trin khai rng ri n khch hng trong vng 2 nm, nhng khch hng rt quan tm s dng dch v Homebanking vi s l ng ngy cng tng. 2.6 Nhng thun li v kh khn ca BIDV khi tham gia cung cp dch v Homebanking 2.6.1 Thun li ca BIDV khi tham gia cung cp dch v Homebanking BIDV l mt trong nhng NHTM nh nc ln nht, c qu trnh hnh thnh v pht trin lu di. Thng hiu v uy tn gip cho BIDV thit lp c mi quan h lu di v bn vng vi khch hng, gp phn cng c nim tin ca khch hng i vi dch v ngn hng in t Homebanking. BIDV c i ng cn b tr, c trnh , nhit tnh v nng n trong cng vic nn thun li trong qu trnh tip cn v trin khai cng ngh hin i. iu n y rt quan trng trong vic gii thiu v cung cp sn phm in t ti khch h ng. BIDV l mt trong nhng ngn hng nhn c s h tr ca Ngn hng Th gii trong d n hin i ha ngn hng. T s h tr ny, BIDV khng ch c c ngun

42

vn thc hin hin i ha cng tc ngn h ng m cn c c kinh nghim, nh hng trong vic la chn cc i tc, la chn cng ngh trong qu tr nh hin i ha. BIDV c ngun vn ln to iu kin cho php u t cc cng ngh hin i t my mc thit b n phn mm thc hin cc nghip v ngn h ng. Hin nay, BIDV thc hin ni mng ton b h thng, s dng h thng d liu tp trung Corebanking, cho php khch hng m ti khon ti mt chi nhnh bt k c th giao dch tt c cc chi nhnh trong h thng. y l mt iu kin thun li pht trin dch v ngn hng in t Homebanking. 2.6.2 Kh khn ca BIDV khi tham gia cung cp dch v Homebanking . Trc ht l s chp nhn ca khch hng, mc d khi a ra dch v ngn hng in t Homebanking l mong mun mang li s tin li cho khch h ng, nhng i vi khch hng th khi tip cn vi sn phm dch v mi, hin i, ch a tng c s dng li lin quan n ti sn, tin bc ca mnh th c phn e ngi bi h cha thc s hiu r v nhng sn phm dch v n y nn khng mnh dn tham gia. i vi ngn hng, trong thc t chi ph xy dng ch ng trnh, mua phn mm, duy tr mng, hun luyn nhn vin v cc cng c giao dch khc trong vic cung cp dch v ngn hng in t Homebanking l rt ln. Vic u t chi ph nhiu nh vy nhng khch hng tham gia s dng cha nhiu khin chi ph tng. Hin nay, l ng khch hng s dng dch v ngn hng in t Homebanking ca BIDV ch c 250 n v (tnh n 31/12/2008 ). iu ny cho thy hiu qu chng trnh cha cao, khi chng trnh Homebanking i vo hot ng n nh th i tng chnh m BIDV hng ti l mi i tng khch hng. Song, cho n nay vn cha thuyt phc c mi i tng khch hng tham gia. Thm vo , trnh hiu bit ca khch h ng v cn b ngn hng v ngn hng in t cn bc l nhiu yu km, iu n y gy kh khn cho BIDV khi mu n ph bin rng ri dch v ny, ng thi nu vic hiu bit khng y cng d gy trc trc v km an ton trong qu trnh s dng v vn hnh dch v.

43

C s h tng ca Vit Nam vn c n yu km nh cht lng mng, tc ng truyn cha m bo cht lng dn n cht lng dch v ngn hng in t Homebanking cn cha cao. Kh khn tip theo l v an ton trong giao dch in t, y l vn khng ring g ca BIDV m hu ht cc ngn hng khc u quan tm bi n lin quan n ti sn ca Ngn hng v khch hng. Mc d khi xy dng mng th BIDV tnh n vic m bo an ton tuyt i cho khch hng khi giao dch, nhng vi tc pht trin nh v bo ca cng ngh thng tin nh hin nay th nu khng c mt s qun l cht ch, theo st v thay i cng ngh bo mt cho ph hp th rt nguy him. i vi dch v Homebanking ti BIDV, hu ht cc lnh thanh ton u thc hin c qua mng, tuy nhin cn mt s loi thanh ton m theo quy nh khng th thanh ton qua mng nh: thanh ton thu phi theo ng biu mu ca c quan thu nn phi mang lnh trc tip ra ngn hng, thanh ton bng ngoi t cho n v khc th phi c ha n, chng t km theo chng minh cc khon thanh ton theo quy nh qun l ngoi hi ca ngn h ng Nh Nc nn khch hng khng th thanh ton qua mng ciu ny gy bt tin cho khch hng s dng dch v ngn hng in t Homebanking v h vn phi ra ngn hng giao dch khi thanh ton cc loi lnh trn. 2.7 nh gi chung v nhng thnh tu v tn ti trong vic thc hin dch v Homebanking ti BIDV Vic ng dng chng trnh Homebanking vo h thng thanh ton trong nc l mt bc tin ca ngn hng trong vic ng dng cng ngh hin i vo lnh vc ngn hng. So vi vic thanh ton qua mng hin cc nc pht trin ang s dng, chng trnh ny cn nhiu hn ch. Song, i vi Vit Nam, Homebanking em li li ch ng k cho khch hng v bn thn ngn hng cung cp dch v. 2.7.1 Nhng thnh tu t c trong vic ng dng dch v Homebanking ti BIDV Nhng tin ch chung i vi khch h ng:

44

Tit kim chi ph i li, giao dch vi NH Thc hin cc lnh thanh ton nhanh h n Cp nht kp thi tnh trng ti khon tin gi, tin vay ti ngn hng Nm bt thng tin NH nhanh h n Qun l cng n chnh xc, hiu qu h n Tnh bo mt cao: So vi Internet banking, dch v Homebanking c tnh nng an ton cao, thng qua vic s dng qui trnh son in 2 bc/3 bc. i vi ngi s dng c quyn xc nhn in, c 2 password, password truy cp chng trnh v password xc nhn in. Kho I-key ri, ch c c bi duy nht 1 my vi tnh c ci t ban u, vic xc nhn cc lnh thanh ton gi n ngn hng c bo mt tuyt i. Homebanking l mt sn phm dch v c tnh nng ni bt, n gin, gn nh, tin ch khi s dng nhng vn m bo an ton bo mt. Tc thanh ton nhanh, tit kim thi gian v chi ph giao dch: Do khch hng c php truy cp trc tip vo mng Intranet ca ngn hng gi cc lnh yu cu thanh ton, khch hng khng cn n tr s giao dch ca ngn hng. iu ny gip tit kim thi gian v chi ph i li, c bit i vi cc doanh nghip xa tr s ngn hng. C s kt hp gia khch hng v ngn hng trong vic thc hin cc lnh thanh ton gip nng cao tnh ch ng v cn thn ca khch hng khi son mt lnh chuyn tin. Do khch hng to sn ni dung cn thit cho mt lnh chuyn tin, giao dch vin ngn hng ch s dng thao tc phn lung v chn knh thanh ton thch hp. iu ny gip y nhanh tc thanh ton m vn m bo tnh chnh xc, an ton cao. Ngoi ra, vic s dng phn mm son in offline gip khch hng tit kim chi ph kt ni.

45

ra lnh cho ngn hng trch ti khon thc hin mt lnh thanh ton, khch hng phi lp u nhim chi mang n ngn hng ni m ti khon. i vi chng trnh Homebanking, mi thao tc u c thc hin trn my v gi n ngn hng. Ngn hng nhn lnh v s dng cc yu t k thut cn thit thanh ton. Ton b qui trnh thc hin hon ton t ng, v th, tit kim rt nhiu thi gian v chi ph cho mt giao dch. Khng b hn ch bi gi lm vic ca ngn hng: Khch hng c th gi lnh n ngn hng bt k thi gian no trong ngy. Ngn hng nhn lnh v ch thc hin khi cn trong gi giao dch. Ngoi gi giao dch, cc lnh thanh ton s c thc hin vo ngy tip theo. Ngoi ra, khch hng c th gi lnh n ngn hng yu cu thanh ton vo mt ngy nht nh nhng khng c nh hn ngy ngn hng nhn lnh. 2.7.2 Nhng tn ti trong vic ng dng dch v Homebanking ti BIDV C s chn la khch hng trong vic cung ng dch v Cc c nhn khng c ngn hng khuyn khch s dng dch v ny do khi lng giao dch ca c nhn thp. iu ny s lm tng chi ph tnh trn mt giao dch v chi ph hng dn, ci t chng trnh cho khch hng. Hin nay, ch c cc doanh nghip c doanh s thanh ton ln ( trung bnh 200 triu ng/ngy hoc 30 lnh thanh ton/ngy ) c ngn hng khuyn khch s dng dch v Homebanking. V vi trung bnh 30 lnh thanh ton trong 1 ngy i vi mt doanh nghip, chng trnh mi pht huy tnh hiu qu v tit kim chi ph v thi gian giao dch. C s h tng v chi ph s dng dch v cao cung cp dch v Homebanking, ngn hng phi c cng ngh thanh ton hin i. V pha khch hng, s dng dch v Homebanking, i hi phi c my vi tnh vi cu hnh thch hp, ng truyn ring, ngn hng khng chu chi ph ny. Ngoi ra, khch hng phi thanh ton cc khon ph nh: ph mua sm Ikey (khong 80.00

46

USD/Ikey), ph thu bao ( s dng dch v Homebanking), ph chuyn tin v t chu ph kt ni. Hin nay, khch hng s dng dch v Homebanking ti Ngn hng u t v Pht trin Vit Nam phi tr ph thu bao 500.000/thng. Ri ro pht sinh khi s dng dch v Homebanking: Ton b qui trnh gi lnh yu thanh ton c thc hin qua vic truyn s liu n ngn hng do ngi xc nhn ( ngi nm gi Ikey) thc hin. Ngn hng ch nhn dng thng qua ch k in t c ng k ti ngn hng. V th, vic bo mt thng tin i hi rt cao v phi bo qun Ikey cn thn. Tc thanh ton rt nhanh, ng thi chng trnh ny c s tham gia trc tip ca khch hng trong qu trnh son in, v th i hi khch hng phi ht sc cn trng. Ri ro pht sinh khi khch h ng l password truy cp chng trnh, password s dng Ikey v khng bo qun I-key cn thn. Hoc ri ro khi khch h ng u quyn cho c nhn trong cng ty ton quy n s dng chng trnh ( trao I-key v password cho ngi c u quyn) khi vng mt, khng kim sot c cc hot ng thanh ton ca doanh nghip

47

KT LUN CHNG 2Chng 2 trnh by c th tnh hnh thc hin dch v ngn hng in t Homebanking ti Ngn hng u T v Pht Trin Vit Nam. Chng ny nu ln c kt qu kinh doanh t dch v ngn hng in t Homebanking, cng nh so snh cc tin ch ca dch v ngn h ng in t Homebanking ti BIDV vi cc ngn h ng TMCP khc, ng thi kho st mc quan tm ca khch h ng n dch v ngn hng in t Homebanking. Qua , nu ln nhng thun li v kh khn ca BIDV khi pht trin dch v ngn hng in t Homebanking, ng thi tr nh by nhng thnh tu cng nh hn ch ca ngn hng trong vic thc hin dch v ny. T , l nn tng ra cc gii php c th, kh thi ch ng 3 nhm gip BIDV hon thin dch v ny hn na chim lnh th trng v to li th cnh tranh trong vic pht trin dch v Homebanking ti BIDV.

48

CHNG 3GII PHP PHT TRIN DCH V HOMEBANKING TI NGN HNG U T V PHT TRIN VIT NAM3.1 nh hng pht trin ca Ngn h ng u t v Pht trin Vit Nam Hin nay, BIDV xm nhp sang lnh vc bo him, thu mua ti chnh, qun l qu, chng khonthng qua vic th nh lp cc cng ty trc thuc. BIDV ang gi vai tr l cng ty m thc hin u t, thnh lp, gp vn lin doanh, mua c phn vo nhiu doanh nghip kinh doanh trong lnh vc t i chnh ngn hng. Khi quy m ho t ng, nng lc cnh tranh tng i mnh v hot ng c hiu qu th tng bc c th hnh thnh tp on ti chnh-ngn hng hot ng a nng to th v lc mi p ng qu trnh hi nhp. V mt li ch, d i m hnh tp on ti chnh-ngn hng, hot ng kinh doanh a nng cho php huy ng ti a v ton din nng lc ca c tp on. ng thi, thng qua vic trao i, phi hp bn cho dch v gia cc n v s gp phn nng cao h n na cht lng phc v khch hng. nh hng pht trin ca Ngn h ng u t v Pht trin Vit Nam trong giai on sp ti (2009-2015) nh sau: -Giai on t nm 2009 n nm 2010: C bn hon thnh u t cng ngh thng tin hin i, pht trin hn na danh mc dch v cung cp, c bit l dch v ngn hng hin i, ng thi m rng hot ng kinh doanh ca BIDV sang th tr ng dch v ti chnh phi ngn hng, pht trin mnh m v nng tm quan h hp tc u t vi cc i tc chin lc ti th trng trong nc v quc t, xy dng thng hiu BIDV pht trin trong khu vc. -Giai on t nm 2011 n nm 2015: Tip tc pht trin th ng hiu v m rng hin din ca BIDV ra th trng quc t, chuyn i t m h nh NHTM c phn thnh Tp on ti chnh-ngn hng a nng, hin i, cht lng dch v ca BIDV tng ng vi dch v ca cc ngn h ng ln cc quc gia trong khu vc v t tiu chun quc t.

49

Vi u im ca h thng cng ngh hin i m BIDV ang vn hnh, h thng d liu tp trung v giao dch trc tuyn l hai yu t quan trng gip dch v thanh ton pht trin. V vy, BIDV cn khai thc trit u im ny pht trin cc dch v thanh ton trong nc v quc t. Xy dng h thng thanh ton ngn h ng hin i, an ton, hiu qu, ph hp vi thng l v chun mc quc t. Pht trin dch v thanh ton cn lu cc vn sau: -Tp trung y mnh cc dch v thanh ton tr n ti khon hin ang l li th ca BIDV. Trc ht cn m rng cung cp dch v cc ti khon c nhn v doanh nghip vi cc th tc thun li v nhiu tin ch a dng km theo. -Trin khai cung cp cc dch v ngn h ng in t: Homebanking, BSMS, internet banking, mobile banking ng thi phi m bo c cht lng dch v cng ngh cao ny tim n nhiu ri ro cho c ngn h ng v khch hng. -Hp tc vi cc t chc pht h nh th ton cu nh: Visa, Master, American Express pht hnh v thanh ton th tn dng quc t cng nh pht hnh th tn dng ni a v thc t cc i th cnh tranh trong n c ( VCB, ACB, Eximbank) lm rt tt vn ny. -V th thanh ton ni a, cn cung cp th m nhiu tin ch giao dch qua my ATM nh: dch v thanh ton ( in, nc, in thoi, cc internet, ph, bo him), chuyn tin trong v ngoi h thng, mua th in thoi 3.2 Gii php pht trin dch v Homebanking ti ngn h ng u T v Pht Trin Vit Nam Chng trnh Homebanking ti BIDV c nghin cu v pht trin t thng 6/2004 p dng nhng cng ngh mi, nhng gii php mi nhm m bo t c hiu qa cao cng nh s an ton ca ton h thng khi a BIDV Homebanking vo s dng. Sau mt nm nghin cu v tm hiu, h thng BIDV Homebanking i vo hot ng, c sa i nng cp vi cht l ng phc v cao hn, cho php khch hng s dng nhiu dch v hn trong chng trnh Homebanking, c bit cho php khch hng gi lnh thanh ton n ngn h ng, hin nay lin tc c BIDV nng cp phin bn mi vi tc v s thun tin cao hn. Do tnh c th ca n, s lng ngn

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hng cung cp dch v t v lng khch hng s dng cng khng nhiu. Vic a dch v ngn hng in t Homebanking vo h thng thanh ton trong n c to thm mt knh thanh ton hin i v tin li, lm a dng ha sn phm dch v thanh ton in t, thu ht khch hng giao dch qua ngn hng. Dch v ny rt thch hp cho khch hng xa tr s giao dch ngn hng nhng c nhu cu thanh ton ln. V th, trong tng lai, rt cn thit phi khuyn khch mi ngi s dng dch v ngn hng hin i ny trong thc hin cc giao dch vi ngn hng. Nhng li ch c c v nhng kh khn gp phi khi tham gia vo dch v ngn hng in t ni chung v dch v ngn hng in t Homebaking ni ring l vn tt yu xy ra. Song, lm th no nng cao mt li ch ln ti a v gim s kh khn, bt tin xung mc ti thiu l vn ng quan tm. n y, xt cho c ng, v c hai gic ca ngn h ng v khch hng, dch v ngn hng in t ni chung v dch v ngn hng in t Homebanking ni ri ng vn c kh nng em li nhiu li ch hn l bt li. Nht l trong thi i cng ngh thng tin v trong mi trng cnh tranh gay gt nh hin nay, cc sn phm-dch v ngn hng truyn thng khng cn em li li th cnh tranh cng nh nhiu doanh li cho cc ngn h ng na buc cc ngn hng phi pht trin cc sn phm -dch v ngn hng mi. Trong bi cnh nh vy, cng vi xu th hi nhp v pht trin ca thi i, vic pht trin dch v ngn hng in t Homebanking l mt gii php sng sut mang tnh chin lc. Cng vi tm nhn , ngn hng u T v Pht Trin Vit Nam thi gian qua tp trung u t, nghin cu, pht trin dch v ngn h ng in t Homebanking phc v khch hng, mang nhng nt mi n cho ngn h ng mnh. hon thin v pht trin m rng loi hnh dch v ny mt cch c hiu qu ti ngn h ng u T v Pht Trin Vit Nam, lun vn ny xin xut nhng gii php sau: 3.2.1 Gii php v cng ngh 3.2.1.1 Pht trin h tng c s v u t cng ngh hin i Nhng vn chnh ca mt Ngn h ng cn lu khi pht trin dch v Ngn hng in t Homebanking l: vn v cng ngh, an ton v bo mt, qun tr v phng

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nga ri ro. Chnh v vy, vic u t vo cng ngh hin i l vn sng cn i vi mi Ngn hng. Th nht, vn bo mt thng tin BIDV cn ch u t vo cng ngh bo mt v an ton d liu t cc nc pht trin, bi v cng ngh bo mt khng ngng c ci tin v thay i lin tc. Trong mi trng cnh tranh y bin ng, khi nn kinh t c ng pht trin th vic ly cp thng tin, nh cp tin trn mng, tin tc cng khng ngng pht trin, v chnh v vy, cng ngh bo mt cng khng ngng c ci tin, i mi. BIDV cn ch trng vn ny v chnh vic xy dng c nhng cng ngh bo mt, an to n s to c lng tin ni khch hng, to cho khch hng s thoi mi, yn tm khi giao dch vi Ngn hng. ng thi, BIDV cn tranh th s h tr k th ut ca cc i tc chin l c hc hi kinh nghim cng nh mi cc chuyn gia nc ngoi t vn trong vic u t v s dng cc cng ngh bo mt, cng ngh thanh ton an to n. Th hai, pht trin h tng c s Ngn hng phi khng ngng u t pht trin h tng k thut mng, xy dng mt kt cu h tng cng ngh thng tin hin i. B n cnh , BIDV cng cn nng cp m rng ng truyn vi bng thng rng, dung l ng ln, tc cao. Vic ci to ng truyn l mt gii php thit thc nhm gii quyt kh khn v mt truyn tin trn mng, hn ch ti a s nghn mng nh h ng n cht lng ca dch v. 3.2.1.2 y mnh vic lin kt vi cc ngn hng trong v ngoi nc, vi cc nh sn xut cng ngh BIDV cn y mnh qu trnh u t, qu trnh lin kt trong hot ng kinh doanh, cung cp dch v cho khch hng gia cc ngn hng trong nc cng nh vi cc ngn hng nc ngoi. Gup cho khch hng d trong nc hay nc ngoi u tip cn n cc dch v ca ngn h ng mt cch nhanh nht, thun li nht. Cn tng cng hp tc v lnh vc cng ngh vi cc h ng sn xut cng ngh, cc t

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chc ti chnh-ngn hng khu vc v th gii. ng thi tranh th s h tr nhiu mt: ti chnh, k thut, kinh nghimca cc n c v t chc Quc t tng bc a trnh cng ngh v ng dng CNTT ca BIDV n tr nh cao. BIDV v cc ngn hng nn tham gia h i tho thng xuyn vi nhau to iu kin h tr, chia s kinh nghim ln nhau trong vic ng dng cc th nh tu cng ngh mng Internet vo trong cc hot ng kinh doanh ca m nh, tin n xy dng dch v ngn hng in t Homebanking phc v, cung cp cc dch v cho khch h ng hiu qu hn v chuyn nghip hn. BIDV cn c s lin kt v tnh ton l trnh di hn trong vic u t ng dng cc cng ngh thng tin hin i vo cc hot ng kinh doanh trong h thng ngn h ng. Cn trnh vic u t cc b, ring l gy lng ph v khng hiu qu. 3.2.1.3 Gii php v bo mt d liu trong dch v Homebanking nh gi v ph duyt cc quy trnh kim sot bo mt ca ngn h ng H thng bo mt ca ngn h ng t chc dch v ngn hng in t Homebanking cn c thng xuyn nng cp v duy tr lin tc m bo an ton cc h thng cng ngh v d liu, trnh cc him ha pht sin h t ni b hoc t bn ngoi. iu ny ng thi vi vic thit lp s phn quyn hp l, kim sot truy cp v d liu cht ch, kim sot an ninh c s h tng nghim ngt nhm duy tr gii hn cho php i vi c ngi s dng ni b ln bn ngoi. Dch v ngn hng in t Homebanking c s gn lin mt thit vi mi tr ng Internet. kim sot s bo mt hiu qu i vi cc hot ng dch v ngn h ng in t Homebanking, BIDV cn phi xy dng quy tr nh bo mt ton din, bao gm cc chnh sch, cc th tc v ch ra nhng mi e da tim n: -Phn cng nhim v c th v phn quyn cht ch cho tng nhn vi n trong gim st, thit lp v duy tr cc chnh sch bo mt. -Thng xuyn kim tra v nh gi cc gii php, cc quy trnh kim sot bo mt cc khu, pht trin cc gii php bo mt, nng cp phn mm, cc gi dch v.

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Phn quyn cht ch v nhim v trong h thng, c s d liu v cc ng dng dch v Homebanking Phn quyn cht ch l phng php kim sot ni b c thit k vi mc ch gim thiu ri ro gian ln trong vn h nh h thng. Vic phn quyn c th v cht ch m bo tnh chnh xc v tnh ton vn d liu, ngn chn s lm dng bt hp php ca c nhn. Nu cc nhim v c tch bit mt cch hiu qu, cc h nh ng gian ln ch c th xy ra khi c s thng ng. Bn cnh , i vi mt c s d liu bo mt yu, vic truy cp c th thc hin d dng thng qua mng ni b v mng bn ngoi. Do , cc th tc xc nhn, cu trc an ton, tnh hp l ca cc quy trnh v t chc lu tr cn c c bit ch trng. C th nh: -Cn c nhiu bn tham gia x l cc giao dch vi cng vic ca mi b n hon ton c lp nhau. -Tch bit nhim v cn phi quan tm n s pht trin chung ca h thng. Bo v tnh ton vn ca cc giao dch v thng tin Bo v tnh ton vn d liu trong giao dch dch v ngn h ng in t Homebanking c hiu l d liu trong qu trnh chuyn i hay lu li s khng b thay i nu khng c php. Nu tnh ton vn d liu ca cc giao dch, bn ghi v thng tin ca dch v ngn hng in t Homebanking b vi phm c th s pht sinh cc ri ro v ti chnh, php l v uy tn. giai on u trin khai, hot ng dch v ngn h ng in t Homebanking thng c th xy ra li chng trnh. Do , BIDV cn trin khai xy dng, ho n thin v tun th quy trnh khi thc hin, m bo n nh v an ton cc giao dch. Giao dch ngn hng in t Homebanking c truyn qua mng internet, iu n y c th pht sinh ri ro. Do , BIDV cn c cc bin php bo m tnh chnh xc, tnh ton vn v s tin cy ca cc giao dch, cc bn l u tr thng tin. C th nh: -Cc giao dch, bn lu tr lin quan n dch v ngn hng in t Homebanking cn

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c lu li, c kim tra v thay i bng mt phng thc ti u nht nhm hn ch truy cp tri php trong sut to n b qu trnh x l. -Cc chnh sch kim sot cn lun lun c ci tin nhm chng li s xm nhp ngy cng tinh vi ca hacker vo h thng dch v ngn hng in t Homebanking nhm ly cp v thay i d liu. Bo mt cc thng tin quan trng, thng tin c tnh nhy cm c chuyn v lu trong c s d liu Bo mt l gi cho cc thng tin quan trng khng b r r v khng b truy cp tri php. Vic p dng v vn hnh dch v ngn hng in t Homebanking cng ng ngha vi nhng thch thc v bo mt thng tin tng th m. Vic bo mt thng tin dch v ngn hng in t Homebanking nhm m bo: -Tt c cc d liu ngn hng v cc bn lu tr phi c bo mt. Ch c cc c nhn, t chc hoc h thng c cp quyn s dng mi c truy cp. -Mi d liu ngn hng mang tnh bo mt phi c duy tr bi h thng bo mt v c bo v trnh b truy cp, thay i tri php trong sut thi gian chuyn tr n ng truyn. -Mi truy cp n d liu dch v ngn h ng in t Homebanking cn phi c ci t, s dng mt khu trnh truy cp tri php. 3.2.2 Gii php v dch v 3.2.2.1 Gii php tng cng tuyn truyn khuyn khch s tip cn v s dng dch v Homebanking ca mi i tng khch hng Hin nay lng khch hng s dng dch v Homebanking ti Ngn h ng u T v Pht Trin Vit Nam cn qu t, do hiu qu ca chng trnh cha cao. Chin lc qung b nhn rng vic cung ng sn phm dch v ng n hng in t Homebanking s gip BIDV pht huy hiu qu h thng ngn h ng in t xy dng. thc hin tt iu n y, BIDV cn phi c chin lc tip th khch hng. Trong chin lc tip th, BIDV cn lm cho khch hng hiu c dch v Ngn hng

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in t Homebanking l g, n mang n cho h nhng tin ch g hn hn so vi dch v truyn thng m lu nay h vn s dng. BIDV nn t chc cc bui hi tho, hi ngh khch hng, thng qua cc bui hi tho ny, BIDV c th gii thiu cc sn phm dch v Ngn hng in t ni chung v dch v ngn hng in t Homebanking ni ring, cung cp cho khch hng nhng kin thc cn thit v dch v ngn h ng in t nhm nng cao nhn thc, dn dn thay i thi quen s dng tin mt. ng thi, BIDV cng cn lng nghe nhng kin v nhng vn khch hng cn lo ngi, gp kh khn trong vic s dng dch v ngn h ng in t Homebanking Ngn hng s c nhng hng hon thin v pht trin dch v cho thch hp. B n cnh vic t chc cc bui hi tho v ngn hng in t, BIDV cn phi c cc h nh thc tip th khc nh: qung co dch v ngn hng in t Homebanking trn cc phng tin thng tin i chng, hoc gi thng tin v dch v ngn h ng in t Homebanking n tng cng ty theo ng bu in Ngoi ra, thc t cho thy, vic nhn vin ngn hng t vn sn phm chim t l kh cao n quyt nh s dng dch v ngn hng in t ni chung v dch v ngn hng in t Homebanking ni ring. V vy, km vi vic khi khch hng m ti khon thanh ton ti BIDV, nhn vin cn ch ng, nhit tnh t vn v pht cc t bm khch hng c th bit n cc tin ch gia tng ca dch v ngn h ng in t Homebanking. T s nhit t nh gii thiu, t vn tin ch ca cc dch v, khch h ng c th hiu bit v bt u tip cn vi dch v ngn hng in t Homebanking, kch thch s t m hiu v s dng ca khch hng v t khch hng c th gii thiu n bn b, ng nghip, ngi thn 3.2.2.2 Nng cao cht lng dch v Dch v ngn hng in t Homebanking l mt dch v c pht trin da trn nn tng cng ngh hin i. Trong iu kin hin nay, khi m dch v ngn hng in t Homebanking c cc ngn hng c bit ch trng pht trin dn n t ng ng v vn u t v cng ngh tin tin th cht lng dch v c t ra nh mt th mnh cnh tranh v li th so snh ca mi ngn h ng.

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Do , tp trung cho cht lng dch v tha mn ti a nhu cu ca khch h ng cng cn c cc ngn hng trin khai dch v ngn hng in t Homebanking quan tm hng u. BIDV cn t ra chnh sch chm sc khch h ng thn thit, t ra cc chun mc ca nhn vin dch v khch hng trong giao tip, trong tip nhn v x l cc yu cu ca khch hng. Bn cnh , BIDV cng cn xy dng h th ng thu nhn, phn hi v x l khiu ni ca khch h ng tt hn c th qun l c cc vn pht sinh t c s iu chnh ph hp. Tm li, ci thin v duy tr tt dch v, BIDV cn thc hin li n hon cc cng vic :c k hoch nh gi, ci tin dch v ngn hng in t Homebanking, khuyn khch v thu ht khch hng mi, tm hiu cc ngn hng khc v cc i th cnh tranh, pht trin sn phm bng cc ph ng thc cng tc, hp tc. 3.2.3 Gii php nng cao nng lc qun tr iu hnh v pht trin ngun nhn lc Trong bi cnh nn kinh t hin i ng y nay th tri thc, nng lc ca con ngi tr thnh ngun ti nguyn s mt ca cc quc gia v chnh v th tt c cc nc u ch o to, nng cao cht lng ngun nhn lc. Tuy nhi n, c c i ng cn b nhn vin c trnh nng lc chuyn mn tt v trnh tnh trng chy mu cht xm khi cng nhiu ngn hng c thnh lp th i hi BIDV phi c cc chnh sch : lng, thng, c hi thng tin, mi trng lm vic, vn ho doanh nghip, v ch i ng hp l nhm nng cao cht l ng v pht trin ngun nhn lc hin ti. Chnh sch thu nhp nn phn phi linh ng hn theo kt qa hot ng kinh doanh ca tng n v thnh vin, theo nng sut v hiu qa cng vic. C hi thng tin phi thc s da trn trnh nng lc, k nng lm vic, phm cht o c v kh nng pht trin trong tng lai. Hi s chnh c th phn quyn cho cc gim c trong vic quyt nh cc vn nhn s ti chi nhnh, tuy nhi n phi gim st, kim tra nhm trnh trng hp lm dng chc quyn tuyn dng, quyt nh thng chc cho nhng ngi thn, quen.

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Bn cnh ch lng, thng hng nm th vic xy dng vn ha BIDV c ng vi cc chnh sch i ng khc nh ch bo him cho nhn vin, cc ch v chm sc sc khe, ch tham quan ngh mtcng l nhng yu t quan trng trong chnh sch nhn s gp phn ng vin v to nn s gn b lu di ca nhn vin vi BIDV. V vn o to, BIDV cn c k hoch o to nng cao trnh chuyn mn v k nng lm vic dnh ring cho nhn vin chuyn trch v nghip v ngn hng in t theo hng chuyn su, p dng thnh thc cng ngh hin i. Th ng xuyn m cc lp hc, kha o to st vi yu cu thc tin nhm nng cao trnh chuyn mn, k nng giao tip, k nng nm bt tm l khch h ng, k nng x l tnh hungm bo cho nhng nhn vin sau khi c o to lun c cp nht, b sung kin thc mi, theo kp cng ngh hin i. i vi nhng v tr gi vai tr nng ct trong vic cung ng, nghin cu v pht trin dch v cn phi c o to bi bn nc ngoi. Sau qa trnh nhn vin c o to v lm vic thc t, BIDV cn t chc cc bui kim tra kin thc nhn vi n lin quan n lnh vc ngn hng in t, k nng giao tip, k nng nm bt tm l khch h ng, k nng x l tnh hung v c nhng gii thng xng ng dnh cho nhng nhn vin c kt qa cao trong cc k thi st hch hng nm. y va l mt sn chi b ch cng va l c hi nhn vin n tp, trao di thm kin thc v BIDV cng c dp pht hin nhng nhn vi n c tim nng to c hi pht trin ph hp cho nhn vin. Tuyn dng cc chuyn gia giu kinh nghim trong lnh vc ti chnh, ngn hng, cng ngh thng tin vo v tr then cht. i tng c tuyn dng l nhng ngi c trnh chuyn mn, trnh nghip v cao, nng ng v nhit tnh vi cng vic. Chnh sch nhn s phi c thc hin linh hot, xa b quan nim cc l nh o n v, lnh o phng ln chc th yn tm vi v tr ca mnh. Phi thng xuyn thanh lc v thay th nhng nh qun l yu km, thiu nng ng, khng p ng c yu cu cng vic v khng hon thnh k hoch ra.

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3.2.4 Cc gii php khc 3.2.4.1 Pht trin dch v Homebanking c c tnh nh ng Nai, Bnh Dng, Cn Th Hin nay, lng khch hng s dng dch v thanh ton qua dch v Homebanking ca ngn hng u T v Pht Trin Vit Nam cn t, do , hiu qu ca chng trnh cha cao. Dch v ny c bit thch hp vi cc doanh nghip xa tr s ngn hng, song, hu nh cc ngn hng ch tp trung cung cp dch v ny trong a bn TP.HCM v H Ni, cha m rng n khch hng cc tnh nh: ng Nai, Bnh Dng,... thu ht khch hng, mt trong cc chin lc ca cc ngn hng thng mi l m rng mng li. Hu ht cc ngn hng u hoch nh k hoch m rng mng li chi nhnh trung bnh 10 chi nhnh trong nm. S kin cc ngn hng ng lot m thm cc chi nhnh mi trong nm 2005 khin Chnh ph phi ra qui nh c th v vn ti thiu i vi k hoch m rng mng li ca cc ngn hng. Thay v thit lp mt chi nhnh hoc Phng giao dch/im giao dch, cc ngn hng nn pht trin dch v Homebanking. Khch hng c th giao dch vi ngn hng ti c quan m khng cn n tr s giao dch ca ngn hng. So vi iu kin vn ti thiu 20 t ng thnh lp mt Phng giao dch v cc chi ph thnh lp Phng giao dch cng vi chi ph nhn s, duy tr hot ng chi ph thit lp h thng dch v Homebanking ch vo khong 1/10 tng chi ph trn. Hn na, dch v ny tn dng c c s h tng ca cc doanh nghip (my vi tnh, ng truyn, b phn nhn s k ton) nn khng phi mt nhiu chi ph mua sm mi, tuyn thm nhn s, ngoi vic mua thit b bo mt I-key (khong 80.00 USD/Ikey). Ngoi ra, dch v Homebanking rt n gin, d s dng, khng kh khn trong vic hng dn khch hng s dng dch v. Tt nhin, mt khi dch v Homebanking c pht trin ng dng rng ri vi chi ph giao dch hp l ngn hng mi c th s dng chin lc thu ht khch hng ny thay v phi thit lp mt tr s giao dch mi.