08/06/2001
We get lots of complaints about our bank's Web site and Internet banking service. Is this typical? What are other institutions experiencing? How do you respond, or do you?We are having an internal debate about whether to just fix the "problems" users are carping about, or whether to do some true usability testing. If we do usability testing, should we do it with a focus group of actual customers, or is it best to hire experts?
08/06/2001
The OCC's recent guidance on weblinking indicates that a bank needs to monitor third-party sites it links to. We have so many links that doing that manually would be horrible. I know there are some tools that can be used to check automatically. Can you point me to them? Also, what is a good frequency for doing this?
08/06/2001
We have a message posted on our Web site that tells customers not to submit emails that contain sensitive or confidential information and that tells them not to use email for specific transaction-related requests. Our system gives us the capability of doing auto-responders to any email submitted. We have drafted an auto-responder that thanks the sender for their message, acknowledges that it was received, but basically reiterates our policy about how they shouldn't be sending confidential or sensitive information or anything about a specific transaction or account. It has been suggested that we might want to add something to it to say something like "We will not act upon email requests for funds transfers, stop payments, account closings, or fraud notifications. These must be done either in person, or by calling such and such number." I'd like to know whether you think this is a good approach or whether there's a better way to handle this. We almost considered not even posting an email address on our site at all to just stop the email.
08/06/2001
What do you think of Live Help features that can be added to your Internet site, and how would you staff and manage them? Can the Call Center staff handle this?
08/06/2001
Are we required to notify our customers of possible computer intrusions? Where can I find regulatory information regarding intrusions or hacks and the notification of customers?
08/06/2001
Can you briefly tell me all the regulations involved with ACH transactions?
08/06/2001
I'm thinking of buying OFAC software to look for matches in our existing customer base. Can you suggest any software or companies that are effective and cost effective as well?
08/06/2001
What are some suggestions on how to check the OFAC listing other than manually? Is there any good software out there?
08/06/2001
Are there any sources or sample policies and procedures for the written Information Security Program required (or strongly suggested the examiners have already asked about it!) with the GLBA provisions.
08/06/2001
To help all our employees become more adept at using the Internet, we're getting ready to make Internet access available to them. Could you please provide some guidance about any groundwork we should lay first?