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CBS-1 Deposit & Account Services
Introduction
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Mapping Processes and Resources is a critical step in operational resilience, as prescribed under Bangko Sentral ng Pilipinas Circular No. 1203 Series of 2024. This activity enables the Development Bank of the Philippines (DBP) to systematically identify and document the end-to-end processes, supporting resources, and interdependencies required to deliver its critical business service: CBS-1 Deposit and Account Services.
In alignment with regulatory expectations, this mapping ensures that DBP can:
- Identify important business services and supporting assets
- Understand interconnections across people, processes, technology, and third parties
- Detect vulnerabilities and concentration risks
- Support scenario testing, impact tolerance setting, and recovery planning
Purpose of the Chapter
This chapter provides a comprehensive mapping of processes and resources supporting each Sub-CBS under CBS-1. It enables stakeholders to:
- Visualize how services are delivered operationally
- Identify critical dependencies and potential points of failure
- Support risk assessment, scenario design, and resilience enhancements
- Ensure compliance with BSP requirements on mapping, dependency identification, and operational continuity planning
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Table P3: Map Processes and Resources for CBS-1
|
Sub-CBF Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
1.1 |
Customer Onboarding and Account Application |
Customer data capture, document submission, and application validation |
Branch staff, Relationship Managers, Customer Service Officers |
Front-end onboarding system, CRM, document management system |
eKYC providers, ID validation vendors |
Upstream: Customer initiation; Downstream: KYC verification |
|
1.2 |
Customer Identification and Verification (KYC/CDD) |
Identity verification, sanctions screening, risk profiling |
Compliance officers, KYC analysts |
KYC/AML systems, sanctions screening tools |
External data providers (e.g., watchlists) |
Upstream: Onboarding; Downstream: Account approval |
|
1.3 |
Account Approval and Opening |
Approval workflows, account creation, CIF setup |
Branch managers, Operations staff |
Core banking system (CBS), workflow systems |
None/system integrators |
Upstream: KYC; Downstream: Funding |
|
1.4 |
Initial Funding and Deposit Booking |
Cash/cheque deposit, fund validation, posting |
Tellers, Operations staff |
Core banking system, teller system |
Clearing houses, payment networks |
Upstream: Account opening; Downstream: Account servicing |
|
1.5 |
Product Terms Setup and Account Parameter Maintenance |
Interest setup, account configuration, product coding |
Product managers, IT support |
Product engine, CBS parameter modules |
IT vendors |
Upstream: Product design; Downstream: Transactions processing |
|
1.6 |
Deposit Transactions Processing |
Deposit posting, transfers, updates to balances |
Operations staff, Tellers |
Core banking system, payment gateway |
Payment networks (e.g., PESONet, InstaPay) |
Upstream: Customer instruction; Downstream: Reconciliation |
|
1.7 |
Withdrawal and Funds Access Processing |
Withdrawal handling, authorization, and cash disbursement |
Tellers, Branch staff |
ATM systems, CBS, card systems |
ATM networks, card schemes (Visa/Mastercard) |
Upstream: Account balance; Downstream: Fraud monitoring |
|
1.8 |
Account Servicing and Customer Maintenance |
Account updates, profile changes, inquiries |
Customer service, Branch staff |
CRM, CBS |
None |
Upstream: Customer request; Downstream: Reporting |
|
1.9 |
Interest, Fees, and Charges Processing |
Interest calculation, fee posting, periodic charges |
Finance, Operations staff |
Interest calculation engine, CBS |
None |
Upstream: Account balances; Downstream: Reporting |
|
1.10 |
Statement, Passbook, and Balance Reporting |
Statement generation, passbook updates |
Operations staff, IT support |
Reporting tools, CBS, print systems |
Printing vendors, email/SMS providers |
Upstream: Transaction data; Downstream: Customer delivery |
|
1.11 |
Digital Account Access and Channel Integration |
Online/mobile banking access, API integration |
IT teams, Digital banking teams |
Mobile banking app, internet banking platform, API gateway |
Cloud providers, fintech partners |
Upstream: CBS; Downstream: Customer access |
|
1.12 |
ATM and Card-Based Access Management |
Card issuance, PIN management, ATM servicing |
Card operations team, IT support |
Card management system, ATM switch |
Card vendors, ATM service providers |
Upstream: Account data; Downstream: Transactions |
|
1.13 |
Account Reconciliation and Exception Handling |
Ledger reconciliation, discrepancy resolution |
Finance team, Operations staff |
Reconciliation tools, CBS |
External auditors |
Upstream: Transaction records; Downstream: Reporting |
|
1.14 |
Dormancy, Holds, Restrictions, and Account Control Administration |
Account status updates, blocking/unblocking |
Operations, Compliance teams |
CBS controls the module |
None |
Upstream: Compliance triggers; Downstream: Customer servicing |
|
1.15 |
Fraud Monitoring and Transaction Surveillance |
Transaction monitoring, alerts investigation |
Fraud analysts, Risk team |
Fraud detection systems, AML tools |
Fraud intelligence providers |
Upstream: Transactions; Downstream: Incident response |
|
1.16 |
Complaints, Disputes, and Service Recovery |
Complaint intake, investigation, resolution |
Customer service, Complaints unit |
Case management system, CRM |
Ombudsman, dispute resolution partners |
Upstream: Customer complaints; Downstream: Regulatory reporting |
|
1.17 |
Regulatory Reporting and Compliance Monitoring |
Report generation, compliance checks |
Compliance officers, Risk team |
Regulatory reporting system |
Regulators, reporting platforms |
Upstream: All processes; Downstream: BSP submission |
|
1.18 |
Incident Response, Business Continuity, and Recovery |
Incident detection, escalation, and recovery execution |
BCM team, IT DR team, Crisis management team |
Incident management tools, DR site, backup systems |
DR site providers, telecom providers |
Upstream: All CBS processes; Downstream: Service restoration |
Regulatory Alignment with BSP Circular No. 1203 (2024)
The above mapping aligns with key expectations from Bangko Sentral ng Pilipinas Circular No. 1203, including:
- Identification of Critical Business Services
CBS-1 is clearly defined with granular Sub-CBS components - Mapping of Interconnections and Dependencies
Each Sub-CBS includes people, process, technology, and third-party dependencies - End-to-End Process Visibility
Upstream and downstream dependencies ensure full service flow traceability - Technology and Third-Party Risk Management
Explicit identification of fintech partners, payment networks, and vendors - Support for Scenario Testing and Impact Tolerance
This mapping provides the foundation for: - Severe but plausible scenarios (e.g., system outage, cyberattack)
- Determination of Maximum Tolerable Downtime (MTD)
- Recovery strategies and continuity planning
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The Map Processes and Resources for CBS-1 Deposit and Account Services provides a holistic and structured view of how DBP delivers its core banking services, highlighting the critical dependencies that sustain operations. By documenting the interplay between people, processes, technology, and third parties, DBP strengthens its ability to anticipate disruptions, respond effectively, and recover within acceptable impact tolerances.
More importantly, this mapping serves as a foundational artefact for operational resilience, enabling the bank to progress into subsequent stages such as impact tolerance setting, severe but plausible scenario identification, and scenario testing. In compliance with BSP Circular No. 1203, DBP is better positioned to ensure continuity of critical services, protection of customers, and maintenance of financial system stability.
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