National Bank of Pakistan (NBP), the largest banking institution of the country has upgraded all its branches to online and achieved the status of being the first commercial bank with 100% online network of branches. This milestone has paved way for offering a number of online facilities to accountholders such as Inter Branch Fund Transfer, Cash Deposit and Withdrawals from any branch and issuance of NBP Cash Card that is utilizable both as ATM as well as Debit Card. Our Call Centre is now working on 24/7 basis providing account information, facilitating lodging of complaints and finding status of ATM card application.
At an average the Call Centre receives more than 1000 calls per day and the number is increasing day by day. The bank serves 7.7 million account holders, comprising of 3.3 million pensioners out of a total of 4 million pensioners in the country. A web-based application has been implemented from 1st March 2012 in 560 authorized branches for payment of pension and contribution collections of Employees Old Age Benefits Institution an autonomous body that assure payment of grant, financial relief or financial assistance to employees of private institutions who are registered with it.
A dependable system to directly credit to pensioners' accounts has been developed which saves them from their physical appearance in the branch to collect pension. Automation of pension payment to the retired employees of Pakistan Railways is also planned which will further benefit more than 100,000 pensioners and reduce counter traffic at Bank's branches. To further augment its services, NBP is implementing a state of the art core banking system. To date 99 branches have been converted to the new system while 1230 branches are using the legacy banking system. Till July the new system has been introduced in approximately 98% branches, while legacy system is operating in 100% branches. To ensure better service to customers the Bank has been taking steps to ensure that system availability remains above 99% from August 2014 onwards. Further NBP has launched a number of initiatives to facilitate its customers, which include introduction of SMS alert service, raising total number of ATMs to 1000 from existing number of 375. NBP plans to add 250 ATMs within 2014 while remaining 750 will be installed in 2015.
The mobile banking service will be launched within third quarter of 2014. The number of transactions executed through NBP ATM Network has increased tremendously. Approximately 7.5 Million transactions were executed during last three months through NBP's ATM network with success ratio of around 95%. NBP has around 1345 online branches which can issue ATM cards and their card holders can perform ATM transactions from NBP as well as other banks' ATMs. NBP's Card-base has increased from around 300,000 Cards in 2010 to around 1.4 million cards in July 2014. NBP ATMs are mostly installed in up-country areas and the network is spread towards the length and breadth of the country (including small cities, towns, remote areas and army garrisons). It is pertinent to state here that due to the continuous efforts and measures by the bank, the downtime of NBP's ATMs is declining gradually and number of transactions is continuously increasing.