[OR] [DBP] [E3] [CBS] [1] [MPR] Map Processes and Resources

Written by Moh Heng Goh | Apr 13, 2026 4:38:28 AM

CBS-1 Deposit & Account Services

Introduction

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

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

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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CBS-1 Deposit & Account Services
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