A Survey of IT Usage Patterns in Banks in Jordan 2011 - TABLE OF CONTENTS
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The document presents a comprehensive survey of IT usage patterns among banks in Jordan, conducted by the Arab Advisors Group in January 2011. It includes data on server usage, internet connectivity, online banking services, ICT expenditure, and various IT policies across different banks. The report is primarily intended for the use of bank employees and emphasizes confidentiality and legal restrictions on its content.
A Survey of IT Usage Patterns in Banks in Jordan 2011 - TABLE OF CONTENTS
- 1. A Survey of IT Usage Patterns in Banks in Jordan Arab Advisors Group A member of the Arab Jordan Investment Bank Group January 2011 Analysts: Danya Nusseir Mohammed Al-Shawwa This report has been delivered to Client to be used exclusively by its employees
- 2. A Survey of IT usage patterns in banks in Jordan Copyright notice: Copyright 2011 by Arab Advisors Group. All rights reserved. No material contained in this report may be reproduced in whole or in part without the prior written permission of the publisher. Any unauthorized use, disclosure, copying, selling, distribution or in any way transfer of any direct or indirect information from this report which is the property of Arab Advisors Group, removing, erasing or hiding from view any copyright, trademark, confidentiality notice, mark or legend appearing on Arab Advisors Group products or any form of output is strictly prohibited, and will be under legal responsibility. The information contained in this report has been obtained from sources we believe to be reliable, but neither its completeness nor accuracy can be guaranteed. Opinions expressed are based on our interpretation of the available information, and are subject to change. Feedback: Our clients’ satisfaction is of our utmost concern. We welcome all feedback regarding our research and products. Please send us your notes on this report, what you found useful in it and future research directions that would help you in your business. Send feedback emails to: arabadvisors@arabadvisors.com © 2011 Arab Advisors Group Reproduction Prohibited
- 3. A Survey of IT usage patterns in banks in Jordan Table of Contents Section I: Introduction and Background .......................................................1 Section II: Survey Results and Analysis ........................................................2 General information on banks .......................................................................2 Server usage .................................................................................................8 Networks ....................................................................................................34 Internet…....................................................................................................42 Websites…. .................................................................................................49 Online banking (e-banking) and phone banking services ............................52 ICT expenditure ..........................................................................................59 Survey findings...................................................................................59 Estimated ICT expenditure for the banking sector in Jordan ......................78 ICT policies .................................................................................................91 © 2011 Arab Advisors Group Reproduction Prohibited
- 4. A Survey of IT usage patterns in banks in Jordan List of Exhibits Exhibit 1: Representation of the ten banks that filled the survey ................. 1 Exhibit 2: Banks in Jordan............................................................................ 2 Exhibit 3: Location of the banks’ headquarters ............................................ 3 Exhibit 4: Number of banks’ branches inside Jordan .................................... 4 Exhibit 5: Number of banks’ employees inside Jordan.................................. 5 Exhibit 6: International branches................................................................. 6 Exhibit 7: Number of branches outside Jordan ............................................. 7 Exhibit 8: Types of dedicated servers at the banks ...................................... 8 Exhibit 9: Number of servers used at the banks’ headquarters .................... 9 Exhibit 10: Banks’ server vendors .............................................................. 10 Exhibit 11: Operating systems used on the banks’ servers......................... 11 Exhibit 12: Reasons for using Linux/UNIX ................................................. 12 Exhibit 13: Use of a centralized datacenter for hosting branches’ applications and systems ..................................................................... 13 Exhibit 14: Location of the centralized datacenter ..................................... 14 Exhibit 15: Origins of Operating Systems ................................................... 15 Exhibit 16: Origins of the Core Banking Systems (CBS).............................. 16 Exhibit 17: Origins of office solutions......................................................... 17 Exhibit 18: Origins of security software ..................................................... 18 Exhibit 19: Origins of accounting/financial solutions ................................. 19 Exhibit 20: Origins of Customer Relationship Management software (CRM)20 Exhibit 21: Origins of Sales Management software .................................... 21 Exhibit 22: Origins of Specialized Management solutions........................... 22 Exhibit 23: Origins of Enterprise Resource Planning (ERP) solutions ......... 23 Exhibit 24: Origins of industrial control solutions ...................................... 24 Exhibit 25: Origins of HR personnel solutions ............................................ 25 Exhibit 26: Origins of HR payroll solutions ................................................. 26 Exhibit 27: Origins of legal and compliance solution .................................. 27 Exhibit 28: Origins of archiving and document management solutions ...... 28 Exhibit 29: Origins of trading system solutions .......................................... 29 Exhibit 30: Origins of Inter-bank trading systems...................................... 30 Exhibit 31: Availability of disaster recovery sites ....................................... 31 Exhibit 32: Location of disaster recovery sites ........................................... 32 Exhibit 33: Method of transfer of operations to the disaster recovery sites in case of emergency ............................................................................... 33 Exhibit 34: Vendors of networking equipment ........................................... 34 Exhibit 35: Connection of branches to the headquarters ............................ 35 © 2011 Arab Advisors Group Reproduction Prohibited
- 5. A Survey of IT usage patterns in banks in Jordan Exhibit 36: Technologies used to connect the banks’ branches together.... 36 Exhibit 37: Inter-branch connection providers ........................................... 37 Exhibit 38: Availability of remote access to employees .............................. 38 Exhibit 39: Number of operational ATMs per bank ..................................... 39 Exhibit 40: Vendors of ATM machines ........................................................ 40 Exhibit 41: JONET membership .................................................................. 41 Exhibit 42: ISP subscription ....................................................................... 42 Exhibit 43: Type of Internet connection used in the banks......................... 43 Exhibit 44: Average Internet speed for the banks’ branches ...................... 44 Exhibit 45: Banks’ overall satisfaction with ISPs’ quality of service ........... 45 Exhibit 46: Banks’ rating of Internet connections speed ............................ 46 Exhibit 47: Banks’ rating of Internet service availability ............................ 46 Exhibit 48: Banks’ rating of ISPs’ technical support/customer care........... 47 Exhibit 49: Banks’ rating of Internet connection prices.............................. 48 Exhibit 50: Website availability .................................................................. 49 Exhibit 51: Languages available on the banks’ websites ............................ 49 Exhibit 52: Hosting of the banks’ websites................................................. 50 Exhibit 53: Services provided on the bank’s website.................................. 51 Exhibit 54: Availability of online banking services (e-banking) .................. 52 Exhibit 55: Services available through online banking (e-banking)............ 53 Exhibit 56: Percentage of the banks’ clients who use online banking services (e-banking).......................................................................................... 54 Exhibit 57: Availability of phone banking services ..................................... 55 Exhibit 58: Services available through phone banking ............................... 56 Exhibit 59: Percentage of the banks’ clients who use phone banking services ............................................................................................................ 57 Exhibit 60: Availability of prepaid shopping cards...................................... 58 Exhibit 61: Average cost per ATM............................................................... 59 Exhibit 62: Banks’ yearly expenditure on Internet connections ................. 60 Exhibit 63: Banks’ average yearly expenditure on data services ................ 61 Exhibit 64: Banks’ average yearly expenditure on voice and video conference solutions ............................................................................ 62 Exhibit 65: Banks’ average yearly expenditure on hardware maintenance and upgrade......................................................................................... 63 Exhibit 66: Banks’ average yearly expenditure on computer equipment and software............................................................................................... 64 Exhibit 67: Banks’ average yearly expenditure on annual licensing for software............................................................................................... 65 © 2011 Arab Advisors Group Reproduction Prohibited
- 6. A Survey of IT usage patterns in banks in Jordan Exhibit 68: Banks’ average yearly expenditure on training for software and networking .......................................................................................... 66 Exhibit 69: Banks’ IT budget for 2008 ........................................................ 67 Exhibit 70: Banks’ IT budget for 2009 ........................................................ 68 Exhibit 71: Banks’ IT budget for 2010 ........................................................ 69 Exhibit 72: Banks’ budget growth between 2009 and 2010........................ 70 Exhibit 73: Budget allocations areas for 2011 ............................................ 71 Exhibit 74: Banks’ planned/expected expenditure on data services for 2011 ............................................................................................................ 72 Exhibit 75: Banks’ planned/expected expenditure on voice and video conference solutions for 2011.............................................................. 73 Exhibit 76: Banks’ planned/expected expenditure on hardware maintenance and upgrade for 2011 .......................................................................... 74 Exhibit 77: Banks’ planned/expected expenditure on computer equipment and software for 2011.......................................................................... 75 Exhibit 78: Banks’ planned/expected expenditure on annual licensing for software for 2011 ................................................................................ 76 Exhibit 79: Banks’ planned/expected expenditure on training for software and networking for 2011 ..................................................................... 77 Exhibit 80: Representation of the eight banks that disclosed information about spending on Internet connections.............................................. 78 Exhibit 81: Estimated Internet spending .................................................... 79 Exhibit 82: Representation of the five banks that disclosed information about spending on IT services ............................................................. 80 Exhibit 83: Estimated yearly expenditure on data services ........................ 80 Exhibit 84: Estimated yearly expenditure on voice and video conference solutions .............................................................................................. 81 Exhibit 85: Estimated yearly expenditure on hardware maintenance ......... 81 Exhibit 86: Estimated yearly expenditure on computer equipment and software............................................................................................... 82 Exhibit 87: Estimated expenditure on annual licensing for software .......... 82 Exhibit 88: Estimated expenditure on training for software and networking ............................................................................................................ 83 Exhibit 89: Representation of the five banks that disclosed information about their 2008, 2009 and 2010 IT budget......................................... 84 Exhibit 90: Estimated IT budget for the year 2008..................................... 84 Exhibit 91: Estimated IT budget for the year 2009..................................... 85 Exhibit 92: Estimated IT budget for the year 2010..................................... 86 © 2011 Arab Advisors Group Reproduction Prohibited
- 7. A Survey of IT usage patterns in banks in Jordan Exhibit 93: Representation of the four banks that disclosed information about estimated/planned expenditure on IT services for 2011............ 87 Exhibit 94: Estimated/planned expenditure on data services for 2011 ...... 87 Exhibit 95: Estimated/planned expenditure on voice and video conference solutions for 2011 ................................................................................ 88 Exhibit 96: Estimated/planned expenditure on hardware maintenance and upgrade for 2011 ................................................................................. 88 Exhibit 97: Estimated/planned expenditure on computer equipment and software for 2011 ................................................................................ 89 Exhibit 98: Estimated/planned expenditure on annual licensing for software for 2011 ............................................................................................... 90 Exhibit 99: Estimated/planned expenditure on training for software and networking for 2011 ............................................................................ 90 Exhibit 100: Availability of a documented ICT policy.................................. 91 Exhibit 101: Documented ICT policies available at the banks..................... 92 Exhibit 102: Number of employees with IT-related positions ..................... 94 Exhibit 103: Methods for selecting IT-related vendors ............................... 95 Exhibit 104: Outsourcing of IT-related services/equipment....................... 96 Exhibit 105: Services outsourced ............................................................... 97 © 2011 Arab Advisors Group Reproduction Prohibited