---
title: [OR] [MBSB] [E3] [CBS] [3] [DP] Digital Banking Services
description: [OR] [MBSB] [E3] [CBS] [3] [DP] Digital Banking Services
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###### Operational Resilience in Action: The MBSB Approach
# \[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[DP\] Digital Banking Services
[![\[OR\] \[MBSB\] \[Full Banner\] Operational Resilience in Action The MBSB Bank's Approach ](https://no-cache.hubspot.com/cta/default/3893111/567eecca-dbad-4a1a-8465-5d45335ce5da.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/567eecca-dbad-4a1a-8465-5d45335ce5da)
Digital Banking Services represent an important customer-facing Critical Business Service (CBS) for MBSB Bank.
They enable customers to access banking services through authorised digital channels, obtain account information, manage banking relationships, initiate financial transactions, and receive important service communications without relying exclusively on physical banking facilities.
The operational resilience of these services depends on the coordinated functioning of several business processes, including digital access, customer authentication, account information retrieval, transaction processing, service delivery, security monitoring, incident management, and recovery.
A disruption to one or more of these processes may prevent customers from accessing funds, conducting essential transactions, obtaining reliable account information, or managing their financial obligations.
Where digital services depend on shared core banking, authentication, payment, or telecommunications infrastructure, failures may also propagate to other Critical Business Services.
For this reason, CBS-3: Digital Banking Services should be decomposed into a structured catalogue of Sub-Critical Business Services (Sub-CBS).
### [](https://cta-redirect.hubspot.com/cta/redirect/3893111/732790df-c975-4982-a409-321d37ad0f1c)
[Dr Goh Moh Heng](https://blog.bcm-institute.org/ebook-or/author/dr-goh-moh-heng) Oct 13, 2026
###### Operational Resilience Certified Planner-Specialist-Expert
###### [![x \[OR\] \[MBSB\] Legal Disclaimer Banner](https://no-cache.hubspot.com/cta/default/3893111/d779f9ab-aec0-4cdd-a906-81e7841c3e1c.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/d779f9ab-aec0-4cdd-a906-81e7841c3e1c)
### [](https://cta-redirect.hubspot.com/cta/redirect/3893111/732790df-c975-4982-a409-321d37ad0f1c)
### CBS-3 Digital Banking Services
#### Introduction
[![\[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[DP\] Digital Banking Services](https://no-cache.hubspot.com/cta/default/3893111/46949462-c4aa-464d-bef5-c0a9b2e6bab6.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/46949462-c4aa-464d-bef5-c0a9b2e6bab6)Digital Banking Services are a key customer-facing Critical Business Service (CBS) for MBSB Bank.
They enable customers to access banking services through authorised digital channels, obtain account information, manage banking relationships, initiate financial transactions, and receive important service communications without relying exclusively on physical banking facilities.
The operational resilience of these services depends on the coordinated functioning of several business processes, including digital access, customer authentication, account information retrieval, transaction processing, service delivery, security monitoring, incident management, and recovery.
A disruption to one or more of these processes may prevent customers from accessing funds, conducting essential transactions, obtaining reliable account information, or managing their financial obligations.
Where digital services depend on shared core banking, authentication, payment, or telecommunications infrastructure, failures may also propagate to other Critical Business Services.
For this reason, CBS-3: Digital Banking Services should be decomposed into a structured catalogue of Sub-Critical Business Services (Sub-CBS).
Each Sub-CBS represents a distinct, operationally meaningful process contributing to the end-to-end delivery of digital banking services.
The catalogue enables MBSB to identify process owners, map dependencies, evaluate potential customer harm, and determine which capabilities must remain available during severe operational disruption.
This approach is consistent with the operational resilience concepts discussed in BNM's December 2025 Discussion Paper on Operational Resilience, particularly the importance of understanding critical services, their interdependencies, disruption tolerances, and resilience under severe but plausible scenarios.
The Discussion Paper should be distinguished from final binding regulatory requirements.
#### **Defining the Scope of CBS-3: Digital Banking Services**
For this implementation guide, CBS-3 is defined as:
The end-to-end provision of authorised digital banking capabilities that enable MBSB customers to securely access banking services, obtain account information, initiate and manage banking transactions, receive service confirmations, and continue essential digital banking activities during operational disruption.
The proposed service boundary includes retail and relevant business customer digital channels, subject to validation of MBSB's actual service offerings.
It covers customer-facing digital banking processes and the operational coordination required to deliver those services.
It does not automatically include ownership of every underlying banking process.
For example, domestic funds transfers remain within CBS-2: Domestic Funds Transfer and Payment Services, while digital authentication has an important relationship with CBS-8: Customer Transaction Authentication and Authorisation Services.
CBS-3, therefore, represents the customer-facing digital service journey, including its critical hand-offs to other CBSs.
##### **End-to-end Digital Banking Service Lifecycle**
The proposed Sub-CBS processes are organised into seven operational stages.
| Stage | Operational Focus | Expected Service Outcome |
| --- | --- | --- |
| 1. Digital Service Access and Customer Onboarding | Establish and maintain authorised customer access to digital banking. | Eligible customers can access supported digital services. |
| 2. Authentication and Digital Session Management | Verify identity and maintain secure digital sessions. | Customers can use digital banking through appropriately authenticated and controlled sessions. |
| 3. Account Information and Customer Banking Services | Provide accurate account information and customer service. | Customers can view and manage relevant banking information. |
| 4. Digital Transaction Initiation and Execution Coordination | Enable customers to initiate, authorise, and track supported financial transactions. | Securely transfer valid instructions to the appropriate banking services and communicate their outcomes. |
| 5. Digital Service Communication and Customer Support | Deliver service information, notifications, and digital assistance. | Customers receive reliable transaction and service information. |
| 6. Digital Service Monitoring, Security, and Incident Management | Detect, assess, and manage digital service disruption and security events. | Identify and address digital service deterioration promptly. |
| 7. Digital Banking Continuity, Recovery, and Restoration | Maintain essential digital banking capability and safely restore normal operations. | Essential customer-facing digital services remain available or are safely restored within approved tolerances. |
These stages provide a practical structure for identifying Sub-CBS processes without confusing the processes themselves with the applications, infrastructure, personnel, or other resources that support them.
#### **[![Banner \[Table\] \[OR\] \[E3\] Detailed Processes](https://no-cache.hubspot.com/cta/default/3893111/3ecaed5c-33ef-4660-bbad-bdc9839aa08c.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/3ecaed5c-33ef-4660-bbad-bdc9839aa08c)**
##### **Detailed Sub-CBS Catalogue for CBS-3: Digital Banking Services**
This catalogue identifies 24 proposed Sub-CBS processes that support MBSB's end-to-end Digital Banking Services.
The processes are arranged according to the digital banking service lifecycle. They represent business processes, not individual applications, infrastructure components, or technical tasks.
**Table P1: Detailed Sub-CBS Processes for CBS-3**
| Sub-CBS Code | Name of Sub-CBS | Description of Sub-CBS |
| --- | --- | --- |
| CBS-3.1 | Digital Banking Customer Registration and Enrolment | Establishes eligible customers' access to supported digital banking channels. The process includes registration requests, customer eligibility checks, enrolment verification, acceptance of applicable terms, and activation of the customer's digital banking profile. |
| CBS-3.2 | Digital Banking Access Activation and Maintenance | Manages the activation, suspension, reactivation, and maintenance of digital banking access. It supports customers who require changes to their access status, registered devices, or digital banking credentials while ensuring appropriate security controls. |
| CBS-3.3 | Digital Banking Channel Access and Service Availability | Enables customers to reach and use supported digital banking channels, including mobile and internet banking, where offered. The process coordinates customer-facing service availability, channel accessibility, initial connection handling, and the presentation of available banking services. |
| CBS-3.4 | Digital Customer Authentication and Identity Verification | Coordinates the verification of customers attempting to access digital banking. It invokes approved authentication and identity-verification arrangements, including shared capabilities under CBS-8, and determines whether access may proceed or requires additional verification. |
| CBS-3.5 | Digital Session Establishment and Management | Establishes and maintains authorised digital banking sessions following successful authentication. The process manages session validity, inactivity handling, secure continuation of customer activities, and orderly session termination. |
| CBS-3.6 | Digital Access Security and Customer Account Protection | Manages digital access restrictions and customer protection measures arising from suspected compromise, unusual access behaviour, or security concerns. It includes coordinating protective access restrictions, customer verification, secure access restoration, and escalation of suspected unauthorised activity. |
| CBS-3.7 | Digital Account Information Retrieval and Presentation | Enables authenticated customers to retrieve and view account balances, account status, and other authorised account information. The process coordinates requests to the relevant banking records and presents current, accurate information through digital channels. |
| CBS-3.8 | Digital Transaction History and Statement Services | Provides customers with access to historical transactions, account activity, and available electronic statements. The process includes retrieving authorised records, preparing information for digital presentation, and supporting statement requests or downloads. |
| CBS-3.9 | Digital Customer Profile and Banking Preference Management | Enables customers to maintain permitted personal details, contact information, communication preferences, and digital banking settings. The process validates requested changes, applies appropriate approval controls, and coordinates updates with authoritative customer records. |
| CBS-3.10 | Digital Banking Service Request Management | Receives and processes customer requests for supported non-transactional banking services through digital channels. These may include account-related requests, service changes, and administrative instructions, subject to MBSB's approved digital service offerings and processing arrangements. |
| CBS-3.11 | Digital Financial Transaction Initiation | Enables customers to initiate supported financial transactions through digital banking channels. The process captures transaction instructions, identifies the required banking service, presents transaction details for review, and prepares valid instructions for further authorisation and processing. |
| CBS-3.12 | Digital Transaction Validation and Authorisation Coordination | Coordinates validation and authorisation requirements for transactions initiated digitally. It applies channel-level checks, invokes shared authentication or transaction-authorisation services where necessary, and ensures that only appropriately authorised instructions proceed to the relevant processing service. |
| CBS-3.13 | Digital Payment and Funds Transfer Processing Coordination | Coordinates the transfer of authorised digital payment instructions to the appropriate payment-processing services, including CBS-2 Domestic Funds Transfer and Payment Services. It manages processing hand-offs, transaction references, acknowledgement handling, and communication of processing outcomes to the digital channel. |
| CBS-3.14 | Digital Financing and Account Servicing Transactions | Enables customers to initiate supported financing-related activities through digital channels, such as viewing financing information, submitting servicing requests, and initiating repayments where available. The process coordinates these requests with CBS-5 Financing Account Servicing and Repayment Services and the relevant banking records. |
| CBS-3.15 | Digital Transaction Status and Completion Management | Maintains customer-facing visibility over transactions initiated through digital banking. The process obtains processing outcomes from the relevant underlying services, distinguishes completed, pending, rejected, and failed instructions, and presents verified transaction status to customers. |
| CBS-3.16 | Digital Banking Customer Notification and Alert Management | Coordinates the delivery of digital banking notifications relating to transactions, account activities, security events, and service changes. It ensures that relevant information is generated, directed to approved communication channels, and handled appropriately when delivery fails. |
| CBS-3.17 | Digital Banking Customer Enquiry and Assistance Management | Receives and coordinates customer enquiries, difficulties, and assistance requests arising from digital banking use. The process includes initial assessment, service guidance, case registration, specialist referral, and, where relevant, coordination with CBS-9 Customer Support and Assistance During Banking Disruptions. |
| CBS-3.18 | Digital Banking Complaint and Service Issue Resolution | Manages customer complaints and reports on digital banking access, transaction status, inaccurate information, or failed digital activities. It coordinates investigation, customer communication, corrective action, and case closure with the responsible banking functions. |
| CBS-3.19 | Digital Banking Service Performance and Availability Monitoring | Monitors the operational delivery of digital banking services from a customer-facing perspective. The process evaluates channel availability, transaction response times, failed customer journeys, service degradation, and emerging operational issues requiring intervention. |
| CBS-3.20 | Digital Banking Security Event Detection and Response Coordination | Coordinates the identification, assessment, and operational response to security events affecting digital banking. It links cybersecurity monitoring with customer access restrictions, fraud response, technology incident management, and protective measures required to maintain safe digital service delivery. |
| CBS-3.21 | Digital Banking Incident Assessment and Service Escalation | Assesses disruptions affecting digital banking channels, customer access, or transaction capability. The process determines the affected services, estimates customer harm, identifies dependencies, and escalates material incidents to the appropriate technology, operational resilience, and crisis management arrangements. |
| CBS-3.22 | Digital Banking Continuity and Alternative Service Delivery | Activates approved continuity arrangements when normal digital banking services are unavailable or severely degraded. It coordinates prioritisation of essential digital banking capabilities, available alternative customer channels, operational workarounds, and customer communications while preserving security and transaction integrity. |
| CBS-3.23 | Digital Banking Technology Recovery and Service Reinstatement | Coordinates restoring digital banking functionality after technology, infrastructure, cybersecurity, or third-party disruption. The process includes prioritising recovery, business validation of restored capabilities, verifying critical interfaces, and controlled reinstatement of customer-facing services. |
| CBS-3.24 | Digital Banking Service Restoration and Post-Incident Validation | Confirms that digital banking services have returned to an acceptable and stable operating condition. The process validates end-to-end customer journeys, resolves outstanding transactions and service exceptions, monitors post-restoration performance, and coordinates lessons identified and improvement actions. |
#### **Relationship Between CBS-3 and Other Critical Business Services**
CBS-3 should not be analysed as an isolated digital platform. Its end-to-end delivery depends on other banking services, and several CBSs may share the same supporting capabilities.
Validate the following relationships during the subsequent mapping of interconnections and interdependencies.
| Interconnected CBS | Relationship with CBS-3 | Operational Resilience Consideration |
| --- | --- | --- |
| CBS-1 Customer Deposit and Account Access Services | Provides authoritative customer account information, balances, account status, and relevant account servicing capabilities. | A core banking disruption may prevent digital customers from accessing reliable account information even when the digital channel remains operational. |
| CBS-2 Domestic Funds Transfer and Payment Services | Executes domestic funds transfer and payment instructions initiated through digital channels. | Digital channel availability does not guarantee successful payment execution if the underlying payment processing is disrupted. |
| CBS-4 Cash Access and Cash Transaction Services | May provide an alternative way to access funds during digital banking disruption, subject to channel and service availability. | Common core banking or authentication failures may also affect the usefulness of cash access as an alternative. |
| CBS-5 Financing Account Servicing and Repayment Services | Supports digital financing information, servicing instructions, and repayment activities. | A digital channel failure may prevent customers from managing financing obligations even if the underlying financing system remains available. |
| CBS-6 Corporate Payment and Bulk Transaction Services | Supports digital initiation and authorisation of corporate or bulk payment instructions where these capabilities are offered. | Corporate customers may experience disruption to payroll, supplier payments, or other time-sensitive transactions. |
| CBS-7 High-Value and Interbank Payment Services | May depend on shared transaction initiation, authorisation, banking infrastructure, or payment interfaces. | Common technology dependencies could simultaneously disrupt several payment services. |
| CBS-8 Customer Transaction Authentication and Authorisation Services | Provides shared identity, authentication, and transaction-authorisation capabilities. | A common authentication failure may simultaneously prevent access to digital banking and other CBSs. |
| CBS-9 Customer Support and Assistance During Banking Disruptions | Supports customers who cannot access digital banking or complete essential transactions during disruption. | Widespread digital banking failure may generate exceptional demand for customer support and require coordinated service communications. |
These relationships matter because a failure affecting CBS-3 may originate in another CBS or a shared supporting resource.
#### **Application of the Sub-CBS Catalogue to Operational Resilience Implementation**
The 24 Sub-CBS processes should form the starting point for the subsequent Operational Resilience assessment.
| Implementation Activity | Application of the CBS-3 Sub-CBS Catalogue |
| --- | --- |
| Mapping Processes and Resources | Identify the people, business functions, applications, infrastructure, information, facilities, and external providers supporting each Sub-CBS. |
| Mapping Interconnections and Interdependencies | Document upstream and downstream relationships, including dependencies on core banking, authentication, payment processing, telecommunications, and third parties. |
| Assessing Disruption Impacts | Determine how the loss or degradation of each Sub-CBS affects customers' ability to access and use essential digital banking services. |
| Setting Impact Tolerance | Establish the maximum acceptable disruption to CBS-3 based on customer harm, affected population, service duration, minimum service capability, and transaction integrity. |
| Identifying Severe but Plausible Scenarios | Develop credible scenarios involving cyberattacks, digital channel outages, authentication failures, corrupted information, failed technology changes, and simultaneous service disruptions. |
| Scenario Testing | Test whether critical customer journeys can continue or be safely restored within the approved CBS-3 Impact Tolerance. |
| Resilience Improvement | Identify control weaknesses, concentration risks, recovery limitations, and investment priorities based on mapping and testing results. |
##### **Priority Sub-CBS processes**
Although all 24 processes contribute to digital banking resilience, the following deserve particular attention during the initial assessment:
- CBS-3.3 Digital Banking Channel Access and Service Availability, because customers cannot use digital services when the channel itself is inaccessible.
- CBS-3.4 Digital Customer Authentication and Identity Verification, because authentication failures may affect several interconnected services.
- CBS-3.7 Digital Account Information Retrieval and Presentation, because customers require reliable account information to make informed financial decisions.
- CBS-3.11 to CBS-3.15, because these processes collectively support digital transaction initiation, authorisation, processing coordination, and verified completion.
- CBS-3.19 to CBS-3.21, because effective monitoring, security response, and incident escalation influence the duration and severity of disruption.
- CBS-3.22 to CBS-3.24, because continuity and controlled restoration determine whether essential digital banking capability can be sustained or safely recovered.
This prioritisation is indicative. The actual criticality of each process should be established through customer-harm analysis, dependency mapping, and operational resilience assessment rather than assumed from its position in the catalogue.
#### **Regulatory Considerations**
BNM's Operational Resilience Discussion Paper (19 December 2025) recognises the importance of preserving essential financial services in an environment characterised by increasing digitalisation, cyber threats and complex internal and external dependencies.
The paper specifically discusses the significance of mobile and online banking, payment services, customer access to funds, shared infrastructure, and technology concentration. It also highlights the importance of mapping dependencies, understanding customer harm, and assessing resilience under severe but plausible disruption.
For MBSB, the practical implication is that digital banking resilience should be assessed through the customer's ability to complete essential banking activities, rather than through channel availability alone.
The 24-process catalogue is a proposed implementation structure developed for this guide. BNM does not prescribe this particular catalogue or its numbering.
Before formal adoption, MBSB should reconcile the catalogue with its actual digital products, operating model, technology architecture, service ownership, and applicable regulatory obligations.
### [![Banner \[Summing\] \[OR\] \[E3\] Detailed Processes](https://no-cache.hubspot.com/cta/default/3893111/bce25519-5bf0-4302-aa7e-f4d565499b6d.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/bce25519-5bf0-4302-aa7e-f4d565499b6d)
Identifying the detailed Sub-CBS processes supporting CBS-3: Digital Banking Services provides MBSB with a structured foundation for implementing Operational Resilience at the customer-service level.
The proposed 24 Sub-CBS processes collectively describe the digital banking lifecycle, beginning with customer enrolment and secure access, progressing through account information and transaction services, and concluding with monitoring, incident management, continuity, and controlled restoration.
The catalogue also highlights the interdependence between digital banking and other Critical Business Services, particularly customer account access, domestic payment processing, financing services, authentication, and customer assistance.
By adopting this process-based approach, MBSB can systematically identify the resources and dependencies supporting each digital banking capability, evaluate how disruptions propagate, and determine the conditions under which customers may experience unacceptable harm.
The catalogue should therefore serve as the basis for the next stages of the Operational Resilience implementation programme: mapping interconnections and interdependencies, assessing Impact Tolerance, identifying Severe but Plausible Scenarios, performing Scenario Testing, and implementing resilience improvements.
The 24 Sub-CBS processes are proposed for this MBSB case study and should be validated by the CBS-3 Owner, Digital Banking, Technology, Cybersecurity, Operational Risk, Operational Resilience, and other relevant stakeholders before formal approval.
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| **eBook 3: Starting Your OR Implementation** | | | | |
| --- | --- | --- | --- | --- |
| **CBS-3 Digital Banking Services** | | | | |
| **CBS-3 DP** | **CBS-3 MII** | **CBS-3 ITo** | **CBS-3 SbPS** | **CBS-3 ST** |
| [![\[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[DP\] Digital Banking Services](https://no-cache.hubspot.com/cta/default/3893111/46949462-c4aa-464d-bef5-c0a9b2e6bab6.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/46949462-c4aa-464d-bef5-c0a9b2e6bab6) | [![\[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[MII\] Digital Banking Services](https://no-cache.hubspot.com/cta/default/3893111/74c4f462-7a20-49b5-aaf1-068e2f4956e9.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/74c4f462-7a20-49b5-aaf1-068e2f4956e9) | [![\[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[ITo\] Digital Banking Services](https://no-cache.hubspot.com/cta/default/3893111/56aa144a-f755-4aef-ab05-f29c3cd8ad89.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/56aa144a-f755-4aef-ab05-f29c3cd8ad89) | [![\[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[SbPS\] Digital Banking Services](https://no-cache.hubspot.com/cta/default/3893111/6e7f0ef7-370b-4182-8814-6b83fe57964a.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/6e7f0ef7-370b-4182-8814-6b83fe57964a) | [![\[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[ST\] Digital Banking Services](https://no-cache.hubspot.com/cta/default/3893111/c22a5556-09bb-4c57-b9a4-7ea2ab5be915.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/c22a5556-09bb-4c57-b9a4-7ea2ab5be915) |
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