ICT Management

This document discusses the implementation of ICT strategic plan in a regional bank and its impact on customer relationship management. It covers the organization's vision, mission, objectives, and drivers for change. It also provides a roadmap and ICT initiatives, as well as three ICT strategic themes and relevant capabilities.

Running head: ICT MANAGEMENT
ICT MANAGEMENT
Name of the Student
Name of the University
Author’s Note:

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Background
Mall bank is a small and a regional bank, it consists of around twenty seven thousand
customers. Mall bank provides a huge range of banking services as well as products like
home loans, savings accounts and insurance products (Abbasi, Tabatabaei and Labbaf 2016).
This institute of finance has almost 20 branches where numerous customers are allowed to
approach for creating numerous accounts, carry out any transactions and many more financial
activities. Its call centre is supposed to handle numerous customer complaints along with
various general questions related to accounts, they only operate from 7 pm to 9 pm and only
on weekdays. Since the span of five years the institute had undergone a huge amount of
reduction in the overall number of transactions that are based on cash and are done through
ATMs (Chang and Tsai 2016). It is hard for the institute for maintain due to the less number
of staffs who have sufficient skills in this specific field. The institute has planned to initiate in
implementing ICT strategic plan in their operations for change their operations of the entire
business carried out by them.
Organization vision
The vision of the Mall bank includes various points, these are as follows
1. To be one of the mostly preferred banks within the country
2. To become a locally owned bank along with being the community bank which would
be a prior choice for small as well as medium sized businesses, professionals as well
as individuals.
3. To not compromise their dedications for the purpose of understanding along with
meeting the requirements of the clients in the aspect of finance.

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4. To recognize the effort that is put in by the members and to reward them in order to
appreciate them and encourage them. To believe that qualified, loyal and the
professionals that are honest are valued the most.
5. To combine numerous aspects such as steady growth, consistent earnings, firm
control of numerous factors of risk for providing security to numerous depositors
(Zambrano, Young and Verhulst 2018). People would create a difference in the
process of establishing the actual consistency to the stakeholder earning and value.
Organization mission
To commit the customers along with various resources on the fact that they enrich
various communities where they are supposed to live as well as where they work. This is due
to the fact that trust is the most important component, they have been focused on the strategy
of building along with sustaining generational relation with customers, employees,
stakeholders, as well as the community, which are considered as long term (Akinola and
Odesola 2018). They aim in revolving around their loyal customers in any transaction that is
carried out by them or by customers.
Organization objective
The major aim of the organization is to embrace numerous changes, besides seeking
strategies that could be used for the purpose of providing good quality of services. These
services are aims in making cost effective which not only meets but also exceeds the
expectations of the customers (Awuondo 2015). One more objective of the bank is to
establish a specific sort of relationship of trust along with respect with these clients and value
the integrity in the form of a specific organization and also as an individual. They have
committed in giving the best of services to the customers, for this they would go beyond what
is necessary for retaining and attracting business relations.

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Drivers for change
For implementing ICT in the bank, it requires to bring about various changes within
the bank, some of these changes include in the area of infrastructure, data management,
mobile device management, governance, customer relationship management and risk or
privacy and security of data (Ali and Khan 2015). The changes that should be carried out are
as follows
Facility of self-enquiry: this facility would provide the users with an advantage of
logging in numerous terminals that are self-enquired as well as specified in every branch for
viewing and inquiring the transactions that has been carried out through the account of the
users (Kamau, Namiinda and Buluma 2016).
Remote banking for customer relationship management: customer relationship would
be brought about if they are provided with comfortable and easily used activities (Nanda
2016). Various remote terminals at the site of the customer which are connected to their own
branches with the usage of a modem, this helps various customers to carry out numerous
enquiries that are related to the individual’s account through online, the user does not need to
move from their position (Kaufhold, Riebe and Reuter 2018). This contributes most of the
part to the management of customer relationship.
Anytime and anywhere banking: anytime as well as anywhere banking helps the bank
in putting a step further in the process of customer relationship management. Installing ATMs
which would allow the customer to avail nonstop cash withdrawal, enquiry facilities
including remittances (Ramadan, Dahiyat and Bontis 2017). Networking numerous branches
of the bank which would function in a computerized manner and intercity along with intra
city will permit the customers under numerous branches when they stay interconnected with
each other for transaction from any of the existing branches.

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Electronic banking: electronic banking would allow the banks for providing corporate
services and hence customers would have a specific high value with a particular software of
the graphical user interface on any sort of machine for the purpose of inquiring about their
accounts and many more financial transactions, inquiry on numerous rates, cash transfers
without the need of visiting the bank (Sellitto, Banks and Bingley 2016). Along with this, the
LC text and details on various bills might be sent by various customers along with the bank
downloading it. The technology that is utilized for providing these services is known as
interchange of electronic data. This is used for transmitting business transaction in a format
that is readable by computers, these data are received from various organizations and
individuals in a specific format that is also standard in nature (Bazini and Madani 2015). The
service or electronic banking would help the bank in contributing maintaining data
management.
Tele banking: this service of tele banking would help the bank in providing with
customer with the service of twenty four hours banking, using this service, the individuals
can inquire regarding the balance in their accounts along with the transaction carried out by
them, this can be done by them with the help of their phone (Dženopoljac, Janoševic and
Bontis 2016). This contributes in the management of mobile devices.
Governance could be improved with the help of undertaking numerous steps, these
steps are recruiting committed and engaged group of various governors, the proper
composition of individuals, maintenance of accountability as well as transparency in the
overall process of carrying out decisions, noting down the performance metrics and many
more steps.
Availability of a huge range of facilities for the purpose of inquiring which would
assist the bank on the process of development along with following up the business

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(Mehraban, Haghparast and Bahmaei 2015). Fast replies to numerous queries raised by
various customers instead of any sort of reference to keeper of the ledger, this is because the
terminals are provided to the chief managers along with managers.
Data management is carried out by securing the data with the use of numerous
technologies. There is a specific pattern that is used for the purpose of interconnecting
computerized branches as well as numerous controlling offices.
Roadmap and ICT initiatives
Figure 1: Roadmap and ICT initiatives
The roadmap would be started on 6th June, 2019 at 10: 00 a.m. and would be
completed on 17th August, 2019 6: 00 p.m. This roadmap for ICT initiatives is divided into
various steps, these steps has numerous sub steps. The initial step is to identify the drivers of

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the business. The second step includes creating a specific IT vision, this vision would provide
the employees as well as the entire organization regarding their aim of implementing ICT.
The third step comprises of numerous steps including assess IT investment alignment, assess
IT asset alignment and assess IT organizational alignment. The fourth steps comprises of sub
steps which include identification of investment gaps, identify IT asset gaps and
identification of IT organizational gaps. The fifth steps comprises of prioritizing IT
initiatives, the sixth step is to evaluate the implementation options and the last step is to
create the plan for migration, this plan would include various ways and strategies that would
be used by the organization for the purpose of implementing ICT into ther business
operations.
Three ICT strategies themes and relevant ICT capabilities (para)
The three ICT strategic themes and their related capabilities are mentioned below.
Theme 1: technology in the process of knowledge sharing is considered as the first theme.
Numerous capabilities that fall under this specific sub category is communication of
numerous practices and communication for knowledge creating, communication that is
virtual in nature, technology that is used in the overall process of developing capacity, e-
democracy, e-government along with cyber civics (Abbasi, Tabatabaei and Labbaf 2016).
Some of the capabilities that could also be included are technical and social system of the
sustainability, communities who exist in the form of publishers, communities in the form of
networks, cyber laws as well as cyber ethics, cyber identities, publishing of multi channels,
social transformation meets the technology, technical as well as social systems of
sustainability.
Theme 2: the second theme includes ubiquitous learning, some of the capabilities of this
particular theme is learning with the use of design, perception, edutainment, cognition and

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interactivity, multiline races as well as communications, digital meaning, informal along with
informal type of learning, learning organization along with organizational learning, both of
these actors are important for an employee to undergo. Besides this lifelong learning and life
wide learning both are important in the context.
Theme 3: technology as well as human usability is considered as the third theme, on the uses
of technology by humans and human uses along with various social impacts of the
technology. The capabilities of ICT that are related to this concept is interaction between
humans and technology, interfaces as well as usability, society along with knowledge of
technology for re-examining various inter connections. New media along with new
communication channels for the purpose of broadcasting, point casting as well as
narrowcasting, proprietary software along with influences of human. Various capabilities are
structure, along with semantics in data, numerous mark-up languages, and new practices in
mark-up as well as new literacies (Chang and Tsai 2016). This also provides interfaces along
humans as well as machines, intelligent agents that would have the ability to provide good
suggestions on numerous critical situations and intelligent systems.

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References
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