[OR] [BB] [E3] [CBS] [1] [MD] Map Dependency

CBS-1 Digital Account Access & Management

Introduction

Mapping the interconnections and interdependencies of CBS-1 Digital Account Access & Management enables Boost Bank to clearly understand how its digital and physical banking services are delivered end-to-end.

This Critical Business Service encompasses deposits, withdrawals, account management, transaction exception handling, and fraud prevention across branches, ATMs, and online platforms.

In line with Operational Resilience principles, dependency mapping identifies the people, processes, technology, and third parties that collectively enable this service.

By visualising these relationships, Boost Bank gains clarity on concentration risks, single points of failure, systemic interconnections, and upstream/downstream impacts.

This structured mapping strengthens the bank’s ability to anticipate disruption, respond effectively, and recover within defined impact tolerances.

Below is a detailed dependency mapping table for: CBS-1: Digital Account Access & Management – Boost Bank

This mapping aligns with Operational Resilience principles described in “Mapping the Interconnections and Interdependencies”, identifying how people, processes, technology, and third parties interconnect to deliver and sustain the Critical Business Service (CBS).

Table P2: Map Dependency for CBS-1

Sub-CBS Code	Sub-CBS	Dependency Type	Dependency Detail (What/Who is involved)	Connectivity (How it connects/interacts with the CBS or other components)
1.1	Cash Deposit at Branches	People	Branch tellers, branch managers, customer service officers	Direct customer interface; initiate deposit transaction into Core Banking System (CBSys)
		Process	Cash acceptance, KYC verification, transaction recording, and receipt issuance	Follows branch SOP; transaction posted in real-time to Core Banking
		Technology	Teller terminal, Core Banking System (CBSys), secure branch network, cash counting machines	Teller terminal connects via secure WAN to Core Banking for account update
		Third Party	Cash-in-transit (CIT) vendors, security service providers	CIT collects excess cash; interacts with branch vault management process
1.2	Deposit via ATMs	People	ATM operations team, maintenance engineers	Monitor ATM uptime; replenish cash and deposit bins
		Process	ATM deposit validation, reconciliation, settlement	ATM transaction transmitted to Core Banking for account credit
		Technology	ATM machines, ATM switch, Core Banking System, network connectivity, encryption modules	ATM connects via ATM switch to Core Banking; encrypted transaction messaging
		Third Party	ATM vendor, network provider, payment switch provider	Provide ATM hardware support and secure communications
1.3	Online/Internet Banking Deposits	People	IT operations, digital banking team, cybersecurity team	Oversee platform performance and security
		Process	User authentication, funds transfer validation, and transaction posting	Customer initiates deposit via web/app; processed through middleware to Core Banking
		Technology	Mobile app, web portal, API gateway, authentication server (MFA), Core Banking	APIs connect digital channels to the Core Banking and the payment gateway
		Third Party	Cloud hosting provider, payment gateway provider, SMS OTP vendor	Enable hosting, payment processing, and authentication alerts
1.4	Cash Withdrawal at Branches	People	Branch tellers, branch manager, security personnel	Verify customer identity; approve large withdrawals
		Process	Identity verification, cash disbursement, transaction logging	Withdrawal request validated in Core Banking before disbursement
		Technology	Teller system, Core Banking, vault management system	Real-time balance check and debit via Core Banking
		Third Party	CIT vendor, security services	Provide vault cash replenishment and physical security
1.5	ATM Withdrawals	People	ATM monitoring team, fraud monitoring team	Monitor suspicious withdrawal patterns
		Process	PIN authentication, balance verification, transaction authorisation	ATM communicates via switch to Core Banking for authorisation
		Technology	ATM network, card management system, Core Banking, encryption system	Card data is routed through the ATM switch and the card network to the Core Banking
		Third Party	Card scheme provider (e.g., Visa/Mastercard), telecom provider	Process card authorisation and network connectivity
1.6	Online/Internet Banking Withdrawals	People	Digital banking operations, cybersecurity team	Monitor suspicious online withdrawal activity
		Process	MFA authentication, funds transfer validation, and settlement processing	Transaction routed via API gateway to Core Banking and external payment rails
		Technology	Mobile banking app, web portal, payment gateway, API middleware, Core Banking	Secure, encrypted API communication between the digital front-end and Core Banking
		Third Party	Interbank transfer network (e.g., DuitNow/FPX equivalent), cloud hosting provider	Execute external transfer settlement
1.7	Failed Deposits or Withdrawals	People	Customer support, IT support, dispute resolution team	Investigate and resolve transaction discrepancies
		Process	Incident logging, reconciliation, reversal process, and customer notification	Exceptions logged in the incident management system; reconciliation with Core Banking
		Technology	Transaction monitoring system, reconciliation engine, ticketing system	Pulls transaction logs from Core Banking and ATM/digital channels
		Third Party	Payment processor, ATM vendor	Assist in cross-system reconciliation and fault resolution
1.8	Fraud Detection and Prevention	People	Fraud risk team, AML team, cybersecurity analysts	Monitor fraud alerts and investigate suspicious transactions
		Process	Real-time transaction monitoring, AML screening, and account freezing procedure	Fraud engine integrated with Core Banking and digital channels
		Technology	Fraud detection system, AI/ML monitoring tools, SIEM, Core Banking	Real-time API integration to flag/block transactions
		Third Party	AML database provider, cybersecurity service provider, credit bureau	Provide sanctions screening and threat intelligence feeds

Key Interconnections Across the CBS

The following shared dependencies support all Sub-CBS components:

Core Banking System (CBSys) – Central transaction processing engine
Network Infrastructure (WAN, VPN, Firewalls) – Enables secure communication
Cybersecurity Controls (SIEM, SOC monitoring, MFA) – Protect digital services
Cloud/Data Centre Infrastructure – Hosts digital banking services
Power Supply & Backup (UPS/Generators) – Maintain service continuity
Regulatory Compliance Framework (Bank Negara Malaysia or relevant authority) – Governs operational standards

All Sub-CBS elements are interconnected through the Core Banking System, meaning failure in CBSys, authentication systems, or network infrastructure may disrupt multiple services simultaneously.

The dependency mapping of CBS-1 demonstrates that Digital Account Access & Management is a highly interconnected ecosystem supported by multiple operational layers.

The Core Banking System, digital platforms, ATM networks, fraud monitoring tools, telecommunications infrastructure, and third-party providers form a tightly integrated service architecture.

Operational resilience depends not only on the robustness of individual components but also on understanding how failures cascade across interconnected systems.

By systematically mapping dependencies across people, processes, technology, and third parties, Boost Bank enhances its ability to identify vulnerabilities, manage third-party risks, reduce single points of failure, and ensure continuity of critical banking services.

This mapping exercise forms the foundation for scenario testing, impact tolerance setting, and resilience strategy development — ensuring that Boost Bank can continue delivering secure and reliable digital account access even during severe but plausible disruptions.

Digital Banking Resilience: Strengthening Boost Bank for Tomorrow
eBook 3: Starting Your OR Implementation
CBS-1 Digital Account Access & Management
CBS-1 DP	CBS-1 MD	CBS-1 MPR	CBS-1 ITo	CBS-1 SuPS	CBS-1 ST

For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.

More Information About OR-5000 [OR-5] or OR-300 [OR-3]

To learn more about the course and schedule, click the buttons below for the OR-300 Operational Resilience Implementer course and the OR-5000 Operational Resilience Expert Implementer course.



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Digital Banking Resilience: Strengthening Boost Bank for Tomorrow

[OR] [BB] [E3] [CBS] [1] [MD] Map Dependency

Operational Resilience Certified Planner-Specialist-Expert

CBS-1 Digital Account Access & Management

Introduction

Table P2: Map Dependency for CBS-1

Key Interconnections Across the CBS

More Information About OR-5000 [OR-5] or OR-300 [OR-3]

Comments:

Digital Banking Resilience: Strengthening Boost Bank for Tomorrow

[OR] [BB] [E3] [CBS] [1] [MD] Map Dependency

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Operational Resilience Certified Planner-Specialist-Expert

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Introduction

Table P2: Map Dependency for CBS-1

Key Interconnections Across the CBS

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More Information About OR-5000 [OR-5] or OR-300 [OR-3]

Comments:

CBS-1 Digital Account Access & Management