Availability
Target
1 This is the average availability measured
over a 12-month period.
Internet payments and savings
Mobile banking
Rabophone
98.9%
99.7%
99.0%
99.9%
99.9%
99.5%
A number of our ATMs were out of order at the end of 2014, caused by a strike lasting several
days arising from an internal dispute at our third-party cash-in-transit company. By the end of
the industrial action, a total of 710 of the 2,305 ATMs were temporarily out of order.
lb. Fraud prevention
The damage to internet banking as a result of phishing and malware in 2014 was down sharply
from 2013. We did see, however, a sharp increase in the number of phishing sites shortly after
the summer. This peak in phishing activity is attributed to communications about the Rabo
Scanner, Rabobank's new authentication and signing device, which the bank began distributing
to all internet banking customers in the Netherlands in November 2014. When the launch of
the new device was announced, criminals used this as an opportunity to attempt to 'phish' for
secret customer codes. The number of phishing attempts reverted to usual levels in the fourth
quarter.
As part of a new development, criminals have also taken to manipulating service and
purchasing processes for criminal purposes, using a combination of the online channel and the
telephone channel to target customers. Another trend we noted in 2014 is that a growing
number of business customers became the victim of phishing and malware attacks.This trend is
expected to continue in 2015, including the development of new types of malware which focus
not only on internet banking, but also on companies' proprietary systems.
1c. Vision 2016
The Vision 2016 programme focuses on improving customer services at reduced costs. All the
programme's resources were dedicated in 2014 to implementation and execution.This stage
focuses on increasing the number of online and mobile services, improving the quality of our
consultancy, increasing social involvement by participating together with our customers in
physical or virtual networks and streamlining the organisation for the purpose of cost reduction.
The bank is on schedule in terms of the progress it is making in the innovation and virtualisation
of our services. Key steps have already been initiated in several areas, including the migration of
our customer services online. This is handled entirely through Straight-through Processing (STP),
which enables the entire process to be conducted electronically, without the need for manual
intervention. We will continue this process next year and will also take a number of key
innovation steps for our entire range of services, which will then be integrated into an all-new
online environment.
The following results were achieved in 2014 (information is available electronically):
Launch of the Rabo Scanner
Substantial improvements to the Rabo Banking app
Substantial improvements to the Rabo Investment app
Launch of Rabo Wallet
Launch of OmniRegister and MyOrder
Further virtualisation of the mortgage process
Launch of online provision of business loans
O Read more about this subject here.
22 Annual Report 2014 Rabobank Group
