ATM Total Cost Of Ownership Guide - Fiserv
ATM Total Cost ofOwnership GuideGlobal insights and best practices for ATM ownership and managementBy Robin Arnfield Contributing writer, ATM MarketplaceDEVELOPED AND PUBLISHED BY:SPONSORED BY:
CONTENTSPage 3Executive SummaryPublished by Networld Media Group 2017 Networld Media GroupWritten by Robin Arnfield, contributing writer, ATMmarketplace.comPage 5Survey ResultsTom Harper, president and CEOKathy Doyle, executive vice president and publisherPage 14 Key ATM Market TrendsBrittany Warren, custom content editorPaige Hobbs, custom content coordinatorPage 16 Interview with ATM Industry SpecialistPage 18 Best PracticesPage 22 Glossary of Key TermsPage 24 References 2017 Networld Media GroupSponsored by Fiserv2
EXECUTIVE SUMMARYBy Robin Arnfield Contributing writer, ATM MarketplaceDuring 2016, ATM Marketplace conducted asurvey, sponsored by Fiserv, on the total cost ofATM ownership and key ATM management andoperational challenges.As the ATM and self-service channel becomesmore complex and integrated, many financialinstitutions (FIs) are finding it increasingly difficultto keep up with the pace of change in technology,regulations and consumer expectations.FIs are finding that they need to transform theirbranches and integrate all their digital andphysical channels to meet the growing pressure tolower operational costs, improve ATM availabilityand become more agile in delivering servicescustomers expect.The survey sought to explore respondents’ costpressures, key operational challenges in terms ofvendor, device and cash management, and themetrics and key performance indicators (KPIs) theyuse to assess the performance of their ATM fleets.Robin Arnfield,contributing writerRobin Arnfield has been a technologyjournalist since 1983. His work has beenpublished in ATM Marketplace, MobilePayments Today, Kiosk Marketplace,Retail Customer Experience, VirtualCurrency Today, ATM & Debit News, ISO &Agent, CardLine, Bank Technology News,the Financial Times, Cards International,Retail Banker International, Private BankerInternational and Electronic PaymentsInternational. He has covered the UnitedKingdom, European, North American andLatin American payments markets.With over 325 respondents globally, the majority consisted of financial institutions with 31.7percent owning and managing over 2,000 ATMs, 9.3 percent 1,000-2,000 ATMs and 23 percent100-1,000 ATMs, while 21 percent have under 100.The survey found that reducing the cost of hardware, maintenance, cash-handling, andimproving monitoring and security practices are top of mind for respondents. 2017 Networld Media GroupSponsored by Fiserv3
Because of customers’ growing usage of ATMs, ATM deployers need to ensure best practicesin their ATM management, monitoring and maintenance operations to effectively deliver servicescustomers expect.Simply monitoring if an ATM is up or down is not sufficient. It doesn’t matter to a customer ifATM deployers say that their networks have 98-99 percent availability. If their ATMs fail duringpeak usage periods then it’s failed them when customers need it the most — for example,during lunch break.With the rise in ATM transactions and the growing complexity of ATM and other self-servicedevices, ATM deployers need to ask themselves: “How well do I know my ATM network,and how quickly can I resolve ATM issues for my customers?”About the sponsor:Fiserv is driving innovation in Payments, Processing Services, Risk & Compliance, Customer & ChannelManagement and Insights & Optimization. A global leader in financial services technology, Fiserv is a FORTUNE 500company and one of FORTUNE magazine’s World’s Most Admired Companies. Our solutions help more than 13,000banks, credit unions and thrifts, billers, mortgage lenders and leasing companies, brokerage and investment firms,and other business clients deliver financial services at the speed of life. Fiserv solutions enable our clients to createfinancial experiences that enhance the way people live and work today. Visit fiserv.com to learn more.Device Manager from Fiserv is an event-driven incident management system which automatically detects,analyzes and manages critical ATM and self-service device information from any vendor. The solution helps FinancialInstitutions and other device owners ensure their critical network is constantly up and running to deliver financialservices to customers. With its unique workflow rules , advanced interface and business intelligence reportingcapabilities, ATM operators gain real-time visibility into their networks and insights to maximize profitability andvendor performance.Integrated Currency Manager from Fiserv helps organizations managing ATMs, branches and other cash pointsstreamline operations and cash planning by using advanced cash forecasting and transportation analysis to removeexcess balances and costs out of the network while ensuring enterprise-wide cost optimization and high availabilityfor customers.Fiserv offers comprehensive management and operations support for ATM networks, ensuring that machines are upand running when customers need them the most.For more information, see www.fiserv.com. 2017 Networld Media GroupSponsored by Fiserv4
SURVEY RESULTSSummary of Key FindingsWith over 325 financial institutions, IADs and other ATM providers from across the US, Europe,Latin America, Africa, and Asia Pacific, the survey provides insights to key cost drivers, areasfor improvement, key performance indicators (KPI) metrics and top trends impacting future ATMmanagement strategies. Key insights include: Compliance and regulations still plague the industry as the most urgent operational issue tosolve followed by real-time transaction monitoring, cash management and service vendormanagement. Custom reporting and real-time analytics are among the top sought after capabilities in anATM monitoring solution so solution offerings need to be superior in these aspects. A third (35 percent) of the respondents expressed the need to improve their monitoring andsecurity practices as a top priority. CIT, cash management and hardware were indicated as the most common ATM networkcost components for ATM deployers, accounting for over 20 percent of their total costs. Just under half of ATM managers have independent reporting solutions from their vendors,while around a third rely on contracted vendors to provide reporting on the performance oftheir ATM network and a further 20 percent don’t use reporting solutions. A large majority either manually manage incidents at least half of the time or they donot know about them when they initially occur. This indicates a deficiency in real timediagnostics as well as capabilities to remotely (automatically) resolve incidents. Three quarters (74 percent) of respondents identified “transportation and cash-handlingcosts” as the biggest challenge, followed by 63 percent identifying “ATM out of cash.” ATMmanagers need solutions that allow for greater efficiency in transportation and cash-handlinglogistics to lower associated costs. 2017 Networld Media GroupSponsored by Fiserv5
2. How many ATMs are in your fleet?1. What type of company do you work for?2%7%None6%8%Financial institution ATM deployer31%Above 2,000(e.g. bank, building society or credit union)32%ATM hardware or software vendorOtherUnder 100ATM management outsourcing provider10%21%ISO1,000-2,000IAD16%15%21%9%ATM network switch/processor100-1,00023%CIT provider3. In what region is your headquarters?CanadaEurope4%18%United States44%Africa/Middle East8%17%Other9%4. What percentage of the total cost of your ATM network comes from:Below 5%Above 10%Other (e.g. telecommunications,rental, ATM-driving, depreciation)Cash in Transit (CIT – includescounting, processing, delivery)22%30%66%Help desk 24%37%First Line Maintenance15%30%31%9%14%34%37%23%17%28%40%ATM software (IT staff, license,internal infrastructure)Cash Management (operations, staff, software)29%50%ProcessingSecond Line MaintenanceAbove 20%45%SecurityHardware (depreciation, rental, etc )Above 15%20%19%9%10% 7%13%22%CIT, cash management and hardware were identified as the most common ATM network cost componentsfor respondents identifying components accounting for over 20 percent of total costs, and represent areasto focus on to improve efficiency and operating costs. 2017 Networld Media GroupSponsored by Fiserv6
5. Which of these areas are complicating your ATM strategy?Respondents ranked answer choices from 1-4, with 4 being most important2.80Self-service complexity2.53Branch transformation2.47Increased demand for transaction dataAbility to automatically define the type ofdevice that is most suitable for each location“Self-service complexity” was identified as the toparea complicating their organizations’ ATM strategyby 38 percent of respondents, suggesting that ATMdeployers are seeking solutions to make self-servicesimpler. This is due to the fact that multiple types ofdevices with different functions are being connectedto self-service networks.Also, ATMs are offering more sophisticatedtransactions such as intelligent deposit as well astransactions that use cloud-based applications.2.206. In which area do you feel you have the most room for improvement?Respondents ranked answer choices from 1-4, with 4 being most importantReducing maintenance costs2.87Improving monitoring and security practices2.87Reducing cash-handling costs2.432.35Reducing hardware costsThe figures in this chart refer to the rating average foreach cost area.Reducing maintenance costs and improving monitoringand security practices are shown to have the mostroom for improvement, followed by reducing cashhandling costs.7. Which of the following operational challenges are the most urgent to solve?Respondents chose their top three answers57%39%38%36%36%33%29%28%12%Regulationsand Service vendormanagementProjectmanagement(rollout, upgrades)When asked which operational challenges are the most urgent to solve, 57 percent of respondents identified regulationsand compliance as the most urgent operational challenge needing to be solved. Concern for compliance means thatsolutions must make fulfillment of pre-determined guidelines a priority, primarily to avoid potentially costly penalties.Given the increasing volume and complexity of regulations which financial institutions need to comply with, it’sperhaps not surprising that, in second place, 39 percent of respondents identified real-time transaction monitoring.In third place, 38 percent identified asset management and profitability, with 36 percent identifying cash managementand 36 percent risk. 2017 Networld Media GroupSponsored by Fiserv7
8. What are the top trends that will influence ATM channel management strategy in the next 5 years?Respondents chose their top three gration27%RemotemanagementRegulation sand complianceATMoutsourcin gAdvancedfunctionalityCash-recyclin gat the ATM31%When asked to identify the top trends influencing ATM channel management strategy in the next fiveyears, 66 percent of respondents identified mobile integration as a top trend. ATM deployers seemobile integration as an increasingly important avenue for consumer interaction, so they are lookingfor solutions that accommodate and encourage that channel.9. How do you monitor your ATM network?The survey found that approximately twothirds of ATM owners lack the capacity ordesire to monitor their own network. Thisimplies that third-party providers are veryaccountable for ATM network monitoring/management.2%Independent third-party solution34%31%Third-party solution providedby hardware manufacturerIn-house solutionNo technology solution used.33%10. How do you monitor performance of service vendors and ensure that SLAs are met?Around a third of ATM deployers don’t create internalKPIs, as they rely on the ones set by vendors’monitoring solutions and are dependent on vendorsto accurately report their own performance againstcontracted service levels. Surprisingly, close to 20percent of ATM owners either don’t know, or don’tutilize any reporting.Just under half of respondents have monitoringsolutions offering independent KPIs and reporting. 2017 Networld Media Group19%Monitoring solution providesindependent KPIs, exceptionsand performance metrics48%34%Sponsored by FiservVendor creates KPIs and/orreports periodicallyI don’t know/I don’t haveany reporting8
11. Which other KPIs do you use to measure vendor performance?Respondents selected all that applied75%61%60%51%5%Repeat ATM failures(type or manufacturer)Maintenance vendorresponse time toresolve ATM failureOtherRepeat on-site visitsdue to lack ofinformation or partsFailed SLAs foron-site or repair time sThe majority of ATM deployers place value on knowing how fast their failures are identified and how fasttheir contracted maintenance team resolves the issues. Understanding this allows bottlenecks to beaddressed. Repeat failures and on-site visits provide warning signs on potential chronic issues that needto be addressed to avoid redundant service calls.12. Which KPIs are most critical to measure network performance?Respondents chose their top three answers78%ATM downand durationof inoperability59%51%47%ATM or deviceavailability or uptimeduring peak usageATM or deviceavailability or uptimeregardless of time43%35%ATMprofitabilityFailed customertransactionCustomer availabilityof ATM services bytransaction type13. What percentage of incidents are fully automated from start to resolution and are not routedto your help-desk for manual handling?When evaluating help desk efficiency, one of the areas to look at is “how automated is my help desk?Are they working on the right incidents with the highest priority? How are they spending their time?”This question revealed a low level of automation for incident resolution. A key take-away is that nearlytwo-thirds of respondents either manually handle incidents at least half of the time or don’t know. Only23 percent of the respondents said that 80 percent and above of incidents are fully automated and notreferred to their help desk for manual handling. 2017 Networld Media GroupSponsored by Fiserv9
14. What percentage of incidents are resolved remotely?Only about a quarter (24%) of respondents to this question are able to resolve 50% or more of theirincidents remotely. This indicates that most do not have this capability or are unable to measure this metric.Specific comments included: “don’t know, as it isn’t reported by the vendor”; “unable to measure this KPI”;and “5 percent, and we cannot monitor this. This is done by the vendor.”15. What is the biggest challenge you face in ATM monitoring, maintenance or vendor management?The top 5 most common challenges included:Additional challenges: Managing service quality and vendor SLA Unnecessary first-line maintenance visits Poor monitoring or remote management capabilities Lack of skilled workforce or resources Lack of reporting or accurate data to fix incidents ATM fraud/security Turnaround time / Repeat failures Keeping up with upgrades and growing network Controlling costs Expensive or unavailable parts for old ATMs Real-time input from fleet16. What additional functionality would you like to see from your ATM monitoring solution?Respondents selected all that appliedPortal for customers to access reportsand administrative capabilitiesCustom reporting and real-time analytics21%clearly stands out as a desirable capabilityfor an ATM monitoring solution. ATM28%managers value real-time data collection30%and having the flexibility to access andchoose what information is presented and35%shared with stakeholders for quicker, moreaccurate decision-making.37%42%44%46%67%Better help desk management and prioritizationTerminal managementAutomated field service communicationand dispatch informationTransaction monitoringAbility to create custom metrics and KPIsRemote managementMobile analytics and alertsCustom reporting and real-time analytics17. Are you measuring availability for peak versus non-peak hours?54%47%YesNo 2017 Networld Media GroupSponsored by Fiserv10
18. Which of these areas create the biggest challenge in managing cash for your network?Respondents chose their top three answers74%63%58%54%54%Reporting andreconciliationTransportation andcash handling costsATM outof cashManualprocessesFluctuating customercash demandThree quarters (74 percent)of respondents identified“transportation and cash-handlingcosts” as the biggest challenge,followed by 63 percent identifying“ATM out of cash.” Just over halfidentified manual processes orfluctuating customer cash demandas the biggest challenges. ATMmanagers need solutions thatallow for greater efficiency intransportation and cash-handlinglogistics to lower associated costs.19. How do you manage your ATM network’s cash demands?11%In-house solution14%45%Independent third-party solutionThird-party solution providedby hardware manufacturerNo technology solution used30%20. What outsourcing options have you chosen?Respondents selected all that applied62%36%23%23%Fully outsourcecash managementOutsource ATM cashmanagementOutsource devicemonitoring (with asingle contractor) 2017 Networld Media GroupOutsource devicemonitoring (withmultiple contractors)Sponsored by FiservWhen asked what outsourcingoptions they have chosen, the topresponse was “outsourcing ATMcash management,” selected by62 percent of respondents. It isvery common for ATM deployers tooutsource ATM cash managementincluding forecasting, ordering, etc.for management by a third-party tofocus on core competencies andrevenue generating strategies.11
21. What is the biggest challenge you face in cashmanagement?22. Do you use cash-recycling technology?The top categories when asked to identify the biggestchallenge they face in cash management were rankedin order of priority Operating costs Lack of data/forecasting capability42%58%YesNo Transportation risk and costs Cash level monitoring and visibility Vendor SLAsOther answers included: Holding costs in high interest-rate climateAlmost 60 percent of cash managers don’t utilizecash-recycling technology, which means theirneed for daily monitoring and replenishment ishigher. It also means they have opportunities forbetter customer experiences and a reduction incash costs. Enterprise-wide cash optimization Reduce risks and quantities of supply Reporting When there are no fit banknotes for ATMs Outage resolution Specific bills run out Cash-recycling Balancing branch cash requirementsand ATM cash allocation23. What cash management KPIs do you use?Respondents selected all that appliedOtherResidual/rebank10% 11%Costs32%Asked what cash management KPIs they use, 47 percent ofrespondents use “out of cash/cash availability.” For almosthalf of ATM deployers, monitoring their cash levels is a keyperformance indicator, which suggests that optimal solutionsshould monitor this function and relay relevant informationback to the deployer for cash decisions to be made.Out of cash/cashavailability47%24. If you have outsourced your cash management, what KPIs do you use to manage vendor performance?Fourteen percent of the respondents to this question don’t use KPIs to manage cash managementvendor performance. Cash efficiency ratiosThe most common KPIs indicated were: Error rates/out of-service reports Transactions reports/ratios/ Transaction ratios SLAs Response times Costs ATM availability Cash availability/out of cash percentage Time and costs 2017 Networld Media GroupSponsored by Fiserv12
4.7.25. What additional card or PIN-based transactions are needed at ATMs?Respondents were asked to state what additional card/PIN-based transactions are needed at ATMs — forexample, mobileResidual/ATM access, purchasing pre
survey, sponsored by Fiserv, on the total cost of ATM ownership and key ATM management and operational challenges. As the ATM and self-service channel becomes more complex and integrated, many financial institutions (FIs) are finding it increasingly difficult to keep up with the pace of change in technology, regulations and consumer expectations.
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Jul 02, 2019 · The objectives of this white paper, “Guidelines for Contactless ATM Transactions – A Guide for ATM Owners and Operators,” are to provide guidelines for accepting contactless transactions at the ATM, and to develop best practices for contactless transaction interoperability for all ATM providers.
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