---
title: [OR] [MBSB] [E3] [CBS] [3] [MII] Map Interconnections and Interdependencies
description: [OR] [MBSB] [E3] [CBS] [3] [MII] Map Interconnections and Interdependencies
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###### Operational Resilience in Action: The MBSB Approach
# \[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[MII\] Map Interconnections and Interdependencies
[![\[OR\] \[MBSB\] \[Full Banner\] 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)
Mapping Interconnections and Interdependencies is a fundamental activity in MBSB's Operational Resilience implementation programme. It establishes how the business processes, personnel, technology, information, facilities, third-party providers, and external institutions collectively support the end-to-end delivery of CBS-3: Digital Banking Services.
Digital banking is not delivered by a single application or department. Customers depend on a chain of interconnected processes, beginning with registration and secure channel access, progressing through authentication, account information retrieval, and transaction initiation, and extending to transaction completion, customer communications, incident management, and recovery.
A disruption affecting one component can propagate through this chain. For example, the failure of a shared authentication service may simultaneously prevent customers from accessing digital banking, authorising payments, and performing other essential banking activities. Similarly, a digital channel may remain technically available while customers cannot complete transactions because an underlying core banking or payment service is unavailable.
[](https://cta-redirect.hubspot.com/cta/redirect/3893111/677f466a-109d-4603-b6e8-82e42e2f6e0b)
[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/3893111/677f466a-109d-4603-b6e8-82e42e2f6e0b)**CBS-3 Digital Banking Services**
#### **Introduction**
[![\[OR\] \[MBSB\] \[E3\] \[CBS\] \[3\] \[MII\] 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)
Mapping Interconnections and Interdependencies is a fundamental activity in MBSB's Operational Resilience implementation programme.
It shows how business processes, personnel, technology, information, facilities, third-party providers, and external institutions collectively support end-to-end delivery of CBS-3: Digital Banking Services.
Digital banking is not delivered by a single application or department.
Customers depend on a chain of interconnected processes, beginning with registration and secure channel access, progressing through authentication, account information retrieval, and transaction initiation, and extending to transaction completion, customer communications, incident management, and recovery.
A disruption affecting one component can propagate through this chain.
For example, a shared authentication service failure may simultaneously prevent customers from accessing digital banking, authorising payments, and performing other essential banking activities.
Similarly, a digital channel may remain technically available while customers cannot complete transactions because an underlying core banking or payment service is unavailable.
For this reason, MBSB should distinguish between two related concepts:
- **Interconnections** describe the relationships, information exchanges, instructions, transaction flows, and operational hand-offs linking components of CBS-3.
- **Interdependencies** describe one component's reliance on another for its availability, performance, integrity, operation, or recovery.
The mapping should identify both the components supporting each Sub-CBS and the consequences of losing those components.
This enables MBSB to understand how disruptions could affect customers, identify concentration risks, and determine where resilience controls or alternative arrangements are required.
A documented mapping also supports regulatory and supervisory review by providing traceability from the Critical Business Service to its supporting processes, resources, external dependencies, and potential disruption impacts.
This chapter applies the 24 Sub-CBS processes established in the preceding chapter.
The mapping is an illustrative implementation assessment, not a verified inventory of MBSB's internal systems, suppliers, locations, or operating procedures.
The relevant business and technology owners should validate the proposed relationships before formal adoption.
#### **Scope and Mapping Methodology**
##### **Mapping Boundary**
Mapping begins when a customer requests access to digital banking and ends when the requested service outcome is completed, communicated, and, where necessary, restored after a disruption.
It covers seven operational stages.
| Stage | Sub-CBS Coverage | Principal Interconnection Focus |
| --- | --- | --- |
| 1. Digital Access and Enrolment | CBS-3.1–CBS-3.3 | Customer registration, access maintenance, and digital channel availability |
| 2. Authentication and Session Management | CBS-3.4–CBS-3.6 | Identity verification, secure sessions, and account protection |
| 3. Account Information and Banking Services | CBS-3.7–CBS-3.10 | Core banking information, transaction records, customer profiles, and service requests |
| 4. Digital Transaction Processing Coordination | CBS-3.11–CBS-3.15 | Transaction initiation, authorisation, payment processing, financing, and transaction completion |
| 5. Customer Communications and Assistance | CBS-3.16–CBS-3.18 | Notifications, customer enquiries, complaints, and service resolution |
| 6. Monitoring, Security, and Incident Management | CBS-3.19–CBS-3.21 | Service monitoring, cyber response, and operational escalation |
| 7. Continuity, Recovery, and Restoration | CBS-3.22–CBS-3.24 | Alternative service delivery, technology recovery, and end-to-end restoration |
Monitoring, cybersecurity, incident management, and continuity processes operate across the entire lifecycle. They should not be interpreted as activities that occur only after customer transactions have been completed.
##### **Mapping Conventions**
For consistency, the following conventions apply to both tables:
Upstream interconnections provide the instructions, information, decisions, or capabilities a Sub-CBS requires.
Downstream interconnections receive the outputs, decisions, transaction requests, service information, or escalation generated by that Sub-CBS.
Interconnected CBSs identify other Critical Business Services that exchange information or share material operational capabilities with CBS-3.
Critical dependencies identify components whose failure could materially degrade digital banking service delivery, including common infrastructure and shared service providers.
The other CBSs referenced in this chapter are drawn from the proposed MBSB catalogue:
| CBS Code | Critical Business Service |
| --- | --- |
| CBS-1 | Customer Deposit and Account Access Services |
| CBS-2 | Domestic Funds Transfer and Payment Services |
| CBS-4 | Cash Access and Cash Transaction Services |
| CBS-5 | Financing Account Servicing and Repayment Services |
| CBS-6 | Corporate Payment and Bulk Transaction Services |
| CBS-7 | High-Value and Interbank Payment Services |
| CBS-8 | Customer Transaction Authentication and Authorisation Services |
| CBS-9 | Customer Support and Assistance During Banking Disruptions |
[![x Banner \[Table\] \[OR\] \[E3\] Map Interconnections](https://no-cache.hubspot.com/cta/default/3893111/f4147aa8-07da-4a41-aa6a-6685ce40bac3.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/f4147aa8-07da-4a41-aa6a-6685ce40bac3)
#### Map Interconnections for CBS-3 Digital Banking Services
This table documents the principal operational linkages, hand-offs, and information exchanges for all 24 Sub-CBS processes.
Where several components are connected, the most significant relationships are consolidated into one row per Sub-CBS.
Table P2: Map Interconnections for CBS-3
| Name of Sub-CBS | Connected Component | Connection Type | Interconnection Description | Upstream Interconnections | Downstream Interconnections |
| --- | --- | --- | --- | --- | --- |
| CBS-3.1 Digital Banking Customer Registration and Enrolment | Customer onboarding; Customer Information System; identity verification; CBS-1 Customer Deposit and Account Access Services; CBS-8 Customer Transaction Authentication and Authorisation Services | Customer onboarding, identity verification, and customer-data exchange | Receives digital enrolment requests, verifies eligibility against customer and account records, coordinates identity checks, and creates an authorised digital banking profile. | Customer registration request; existing customer records; account eligibility; identity verification results; applicable consent and acceptance records. | CBS-3.2 access activation; CBS-3.4 authentication enrolment; CBS-3.9 customer profile; registration confirmation to the customer. |
| CBS-3.2 Digital Banking Access Activation and Maintenance | Digital access administration; Customer Information System; Identity and Access Management System; CBS-8 Customer Transaction Authentication and Authorisation Services | Access provisioning, status synchronisation, and security-control hand-off | Coordinates digital banking activation, suspension, reactivation, and maintenance, ensuring customer access status is consistent with identity and account-control decisions. | CBS-3.1 enrolment approval; CBS-3.6 security restrictions; customer access-change requests; customer status records. | CBS-3.3 channel access; CBS-3.4 authentication; CBS-3.16 customer notification; CBS-3.17 customer assistance. |
| CBS-3.3 Digital Banking Channel Access and Service Availability | Mobile and internet banking channels; Digital Channel Platform; network services; telecommunications; CBS-3.19 monitoring | Customer-channel connectivity and service availability | Provides customer entry points to digital banking, establishes channel connectivity, and presents available services. Routes authenticated customer journeys to appropriate digital banking processes. | Customer device and network connectivity; CBS-3.2 access status; channel infrastructure; CBS-3.19 availability information. | CBS-3.4 authentication; CBS-3.5 session management; CBS-3.7 account information; CBS-3.11 transaction initiation; CBS-3.21 incident escalation. |
| CBS-3.4 Digital Customer Authentication and Identity Verification | CBS-8 Customer Transaction Authentication and Authorisation Services; Identity and Access Management System; customer identity records; authentication services | Identity verification and authentication decision exchange | Coordinates authentication for customers entering digital banking and passes verified identity decisions to session management, while escalating failed or suspicious authentication attempts. | CBS-3.1 registration; CBS-3.2 active access status; CBS-3.3 login requests; customer identity and authentication factors. | CBS-3.5 authorised session establishment; CBS-3.6 access protection; CBS-3.20 security event response; CBS-3.16 authentication alerts. |
| CBS-3.5 Digital Session Establishment and Management | Digital Channel Platform; session management services; authentication services; CBS-3.6 security controls | Session establishment, continuity, and termination | Establishes and maintains authenticated customer sessions, links customer activities to valid session context, and terminates sessions when security or operational conditions require. | CBS-3.4 successful authentication; CBS-3.3 channel connection; access restrictions from CBS-3.6. | CBS-3.7–CBS-3.15 authorised customer activities; CBS-3.19 session performance monitoring; CBS-3.20 suspicious session escalation. |
| CBS-3.6 Digital Access Security and Customer Account Protection | Fraud Operations; Cybersecurity; CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-1 Customer Deposit and Account Access Services | Security restriction, customer protection, and access restoration | Coordinates protective access restrictions, suspected compromise handling, and secure reactivation of affected digital banking access. | CBS-3.4 authentication anomalies; CBS-3.5 suspicious sessions; CBS-3.20 security alerts; customer compromise reports from CBS-3.17. | CBS-3.2 access suspension or reactivation; CBS-3.12 transaction restrictions; CBS-3.16 customer warnings; CBS-3.21 incident escalation. |
| CBS-3.7 Digital Account Information Retrieval and Presentation | CBS-1 Customer Deposit and Account Access Services; Core Banking System; account information interfaces; CBS-3.5 | Account-data retrieval and digital presentation | Requests authorised account balances, account status, and other available banking information from authoritative systems and presents it to authenticated customers. | CBS-3.5 valid session; CBS-1 account records; Core Banking System responses; customer account-selection request. | Digital account information displayed to customer; CBS-3.11 transaction initiation; CBS-3.17 customer enquiry handling; CBS-3.19 data-access performance monitoring. |
| CBS-3.8 Digital Transaction History and Statement Services | CBS-1 Customer Deposit and Account Access Services; transaction records; statement repository; Document Management System | Transaction-history retrieval and document delivery | Retrieves authorised transaction histories and electronic statements, prepares them for digital viewing or download, and handles exceptions involving incomplete or unavailable records. | CBS-3.5 authenticated request; CBS-1 transaction records; statement repository; account entitlement information. | Customer transaction-history display; statement delivery; CBS-3.17 enquiries; CBS-3.18 complaints and issue resolution. |
| CBS-3.9 Digital Customer Profile and Banking Preference Management | Customer Information System; CBS-1 Customer Deposit and Account Access Services; CBS-8 Customer Transaction Authentication and Authorisation Services; notification preferences | Customer data maintenance and controlled profile updates | Receives permitted customer profile changes, validates required authorisation, and synchronises approved updates with authoritative customer records and relevant service preferences. | CBS-3.5 authenticated session; CBS-3.12 authorisation where required; customer change request; existing customer profile. | Updated customer records; CBS-3.2 access settings; CBS-3.16 notification preferences; CBS-3.17 service assistance. |
| CBS-3.10 Digital Banking Service Request Management | Customer Service Operations; service request workflow; Customer Relationship Management Platform; CBS-1 Customer Deposit and Account Access Services; CBS-5 Financing Account Servicing and Repayment Services | Service request submission, workflow routing, and fulfilment | Registers authorised non-transactional digital service requests, directs them to responsible operational units, and tracks fulfilment or rejection. | CBS-3.5 authenticated session; customer request; CBS-3.12 approval, where applicable; account or financing information. | Responsible banking service team; CBS-3.15 request status; CBS-3.16 notifications; CBS-3.17 enquiries; CBS-3.18 complaints. |
| CBS-3.11 Digital Financial Transaction Initiation | Digital transaction interface; CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-6 Corporate Payment and Bulk Transaction Services, where applicable | Transaction instruction capture and initiation | Captures digital financial transaction instructions, presents details for customer review, and prepares instructions for validation and authorisation before submission to the relevant banking service. | CBS-3.5 valid session; CBS-3.7 account information; customer transaction details; supported service rules. | CBS-3.12 transaction validation and authorisation; CBS-3.13 payment coordination; CBS-3.14 financing-related transaction coordination. |
| CBS-3.12 Digital Transaction Validation and Authorisation Coordination | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-2 Domestic Funds Transfer and Payment Services; Fraud Operations; transaction rules | Transaction validation, authorisation, and security-control hand-off | Coordinates digital transaction checks and customer authorisation, applies applicable channel controls, and submits authorised instructions to the relevant processing process. | CBS-3.11 transaction instruction; CBS-3.4 identity status; CBS-3.5 session context; CBS-3.6 restrictions; authorisation decisions from CBS-8. | CBS-3.13 authorised payment requests; CBS-3.14 authorised financing requests; CBS-3.15 rejected or pending status; CBS-3.20 suspicious activity alerts. |
| CBS-3.13 Digital Payment and Funds Transfer Processing Coordination | CBS-2 Domestic Funds Transfer and Payment Services; CBS-6 Corporate Payment and Bulk Transaction Services, where applicable; payment interfaces; transaction messaging | Payment instruction hand-off and processing-status exchange | Transfers authorised digital payment instructions to the appropriate payment-processing service, receives acknowledgements, and tracks hand-off exceptions without duplicating the underlying payment execution process. | CBS-3.12 authorised instructions; CBS-2 processing availability; transaction references; payment interface status. | CBS-2 payment processing and execution; CBS-3.15 transaction completion status; CBS-3.16 customer confirmation; CBS-3.18 issue resolution. |
| CBS-3.14 Digital Financing and Account Servicing Transactions | CBS-5 Financing Account Servicing and Repayment Services; financing records; CBS-2 Domestic Funds Transfer and Payment Services, where repayment requires payment processing | Financing-service request and transaction coordination | Enables supported digital financing enquiries, servicing instructions, and repayment requests, coordinating fulfilment with the authoritative financing and payment processes. | CBS-3.5 authenticated session; CBS-3.12 authorisation; CBS-5 financing records and servicing rules; customer request. | CBS-5 servicing or repayment processing; CBS-2 payment execution where applicable; CBS-3.15 status; CBS-3.16 customer confirmation. |
| CBS-3.15 Digital Transaction Status and Completion Management | CBS-2 Domestic Funds Transfer and Payment Services; CBS-5 Financing Account Servicing and Repayment Services; transaction status repository; digital channel | Transaction-status reconciliation and customer outcome reporting | Receives verified transaction outcomes, distinguishes completed, pending, rejected, and failed instructions, and presents consistent status information across digital banking channels. | CBS-3.13 payment acknowledgements; CBS-3.14 financing outcomes; underlying CBS transaction records; exception notifications. | Customer transaction status; CBS-3.16 notifications; CBS-3.17 enquiries; CBS-3.18 investigation; CBS-3.19 completion performance metrics. |
| CBS-3.16 Digital Banking Customer Notification and Alert Management | Customer communication services; messaging providers; CBS-3.15 transaction status; CBS-3.20 security alerts; CBS-9 Customer Support and Assistance During Banking Disruptions | Customer communication and alert distribution | Coordinates approved customer notifications concerning transactions, account activity, security events, and service availability, including handling failed or delayed message delivery. | CBS-3.2 access changes; CBS-3.6 protection decisions; CBS-3.15 transaction outcomes; CBS-3.20 security alerts; CBS-3.21 service incidents. | Customer messages; CBS-3.17 enquiries; CBS-3.18 complaints; CBS-9 disruption communications and assistance. |
| CBS-3.17 Digital Banking Customer Enquiry and Assistance Management | Customer Service Operations; Customer Relationship Management Platform; CBS-9 Customer Support and Assistance During Banking Disruptions; digital support channels | Customer support, case registration, and specialist referral | Receives digital banking enquiries, provides guidance, records service difficulties, and directs unresolved cases to the responsible business, fraud, or technology teams. | Customer enquiries; CBS-3.15 transaction status; CBS-3.16 notifications; CBS-3.21 incident information; account and service records. | CBS-3.18 complaint management; CBS-3.6 account protection; CBS-3.21 incident escalation; CBS-9 disruption support. |
| CBS-3.18 Digital Banking Complaint and Service Issue Resolution | Customer Service Operations; Fraud Operations; Payment Operations; Compliance; CBS-2 Domestic Funds Transfer and Payment Services; CBS-9 Customer Support and Assistance During Banking Disruptions | Complaint investigation, issue resolution, and corrective-action hand-off | Investigates reported digital banking failures, coordinates with responsible service owners, resolves or escalates customer issues, and documents outcomes and corrective actions. | CBS-3.17 referred cases; CBS-3.15 transaction status; CBS-3.19 performance evidence; CBS-3.20 security findings; underlying CBS records. | Customer resolution; CBS-3.21 material issue escalation; CBS-3.24 post-incident improvements; relevant CBS corrective actions. |
| CBS-3.19 Digital Banking Service Performance and Availability Monitoring | Digital service monitoring; Application Performance Monitoring Platform; network monitoring; CBS-3.3 channels; technology operations | Service telemetry, customer-experience monitoring, and operational alerting | Consolidates service availability, latency, transaction failure rates, and customer-journey performance to identify degradation and initiate intervention. | Telemetry from CBS-3.3–CBS-3.18; digital channel and network monitoring; underlying CBS availability information; customer complaint trends. | CBS-3.20 security event assessment; CBS-3.21 incident escalation; CBS-3.22 continuity activation; technology support teams. |
| CBS-3.20 Digital Banking Security Event Detection and Response Coordination | Cybersecurity Operations; Security Monitoring Platform; Fraud Operations; CBS-8 Customer Transaction Authentication and Authorisation Services; technology incident response | Cyber threat detection, containment, and response coordination | Evaluates security events affecting digital banking, coordinates containment and protective actions, and assesses whether incidents threaten customer access, transactions, or service integrity. | Security events from CBS-3.4–CBS-3.6 and CBS-3.12; CBS-3.19 service anomalies; cybersecurity intelligence; fraud alerts. | CBS-3.6 protective restrictions; CBS-3.21 incident escalation; CBS-3.22 continuity decisions; CBS-3.23 secure recovery requirements. |
| CBS-3.21 Digital Banking Incident Assessment and Service Escalation | Incident Management; Digital Banking Operations; Operational Risk; BCM; Crisis Management; CBS-9 Customer Support and Assistance During Banking Disruptions | Service-impact assessment, incident classification, and escalation | Determines the scale, duration, and severity of digital banking disruption, identifies affected customers and interconnected services, and activates appropriate operational or crisis response arrangements. | CBS-3.19 monitoring alerts; CBS-3.20 security assessment; CBS-3.17 customer reports; CBS-1, CBS-2, CBS-5 and CBS-8 dependency status. | CBS-3.22 continuity activation; CBS-3.23 recovery prioritisation; CBS-3.16 customer communications; management and regulatory escalation where applicable. |
| CBS-3.22 Digital Banking Continuity and Alternative Service Delivery | BCM; Digital Banking Operations; branch and customer support operations; CBS-4 Cash Access and Cash Transaction Services; CBS-9 Customer Support and Assistance During Banking Disruptions | Continuity activation, alternative service coordination, and essential service prioritisation | Coordinates approved alternatives when normal digital banking is unavailable, prioritises essential customer outcomes, and maintains operational safeguards during degraded service delivery. | CBS-3.21 activation decision; CBS-3.19 service-impact information; alternative-channel availability; supporting CBS capacity and restrictions. | Essential customer assistance through CBS-9; alternative banking arrangements involving CBS-1 or CBS-4 where appropriate; CBS-3.23 recovery coordination; CBS-3.16 customer guidance. |
| CBS-3.23 Digital Banking Technology Recovery and Service Reinstatement | Technology Recovery; Cybersecurity; infrastructure operations; cloud or hosting services; CBS-1 Customer Deposit and Account Access Services; CBS-8 Customer Transaction Authentication and Authorisation Services | Technology recovery, interface restoration, and business validation | Coordinates recovery of digital channel capabilities and dependent interfaces, validates security and data integrity, and progressively reinstates authorised digital banking functions. | CBS-3.21 recovery priorities; CBS-3.20 cyber containment status; infrastructure recovery results; underlying CBS service readiness. | CBS-3.24 end-to-end restoration validation; CBS-3.19 performance monitoring; CBS-3.22 continuity stand-down planning; customer-facing service reactivation. |
| CBS-3.24 Digital Banking Service Restoration and Post-Incident Validation | Digital Banking Operations; Technology Recovery; Finance Control; Operational Risk; Customer Service; interconnected CBS owners | End-to-end service validation, operational hand-back, and lessons identified | Verifies that restored digital services operate safely, transaction states are reliable, customer journeys function correctly, and outstanding exceptions are managed before closure and normal operations. | CBS-3.23 recovered services; CBS-3.15 transaction status; CBS-3.19 monitoring results; CBS-3.18 unresolved cases; CBS-2 and CBS-5 transaction verification. | Normal digital banking operations; CBS-3.16 restoration communications; CBS-3.21 incident closure; remediation and resilience improvement programme. |
##### **Interpretation of the Interconnection Map**
Table 1 identifies several important characteristics of CBS-3.
First, many activities follow a sequential customer journey, but the overall service architecture is not a simple linear process. Authentication, cybersecurity, service monitoring, and customer support interact with multiple Sub-CBS processes simultaneously.
Second, a customer-facing digital banking transaction may require several interconnected CBSs. For example, a domestic funds transfer initiated through digital banking may involve:
#### 
A failure at any critical hand-off may prevent the customer from completing the intended payment even when the digital banking application remains accessible.
Third, the mapping highlights the importance of shared dependencies. A common authentication service, core banking interface, network connection, or hosting environment may support several Sub-CBS processes and other Critical Business Services simultaneously.
Table P2 examines these dependencies further.
[![x Banner \[Table\] \[OR\] \[E3\] Map Interdependencies](https://no-cache.hubspot.com/cta/default/3893111/04e0a667-edd8-4efb-8c71-0fd725f8c457.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/04e0a667-edd8-4efb-8c71-0fd725f8c457)
#### **Map Interdependencies for CBS-3 Digital Banking Services**
Table P2 identifies the resources, operational capabilities, and external relationships each Sub-CBS relies on.
The purpose is not simply to produce a resource inventory.
Each row explains why the dependency matters and how disrupting it could affect end-to-end delivery of CBS-3.
**Table P2: Map Interdependencies for CBS-3**
| Name of Sub-CBS | People | Systems and Technology | Data and Information Flows | Facilities | Third Parties / External Entities | Interconnected CBS | Nature of Dependency | Disruption Impact |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| CBS-3.1 Digital Banking Customer Registration and Enrolment | Digital Banking Operations; Customer Onboarding; Compliance; Identity Verification specialists | Digital Enrolment Platform; Customer Information System; Identity Verification Service; Identity and Access Management System | Customer identity; account eligibility; enrolment applications; verification outcomes; consent records | Digital operations workplace; customer service locations; technology hosting facilities | Identity verification providers, when used; telecommunications providers | CBS-1 Customer Deposit and Account Access Services; CBS-8 Customer Transaction Authentication and Authorisation Services | Enrolment relies on authoritative customer records, identity verification and successful creation of a digital banking profile. | Customers cannot register or activate digital banking. Extended failure may increase dependence on branches and customer service, particularly for customers without existing digital access. |
| CBS-3.2 Digital Banking Access Activation and Maintenance | Digital Access Administration; Customer Service; Information Security; Fraud Operations | Identity and Access Management System; Digital Access Administration Platform; Customer Information System | Access status, device registration, suspension instructions, identity verification, and reactivation approvals | Digital operations workplace; secure administration facilities | Authentication service providers, where applicable; telecommunications providers | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-1 Customer Deposit and Account Access Services | Access activation and maintenance depend on accurate identity status and secure administration of customer access rights. | Legitimate customers may be locked out, or compromised access may remain active. The resulting disruption can prevent essential digital transactions and create security exposure. |
| CBS-3.3 Digital Banking Channel Access and Service Availability | Digital Channel Operations; Application Support; Network Operations; Technology Infrastructure; Customer Experience | Mobile Banking Platform; Internet Banking Platform; API Gateway; network and hosting infrastructure; traffic management | Customer channel requests; service availability status; session initiation data; channel configuration | Primary and recovery hosting environments; network facilities; operational support locations | Internet service providers; telecommunications providers; cloud or data hosting providers, where used | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-8 Customer Transaction Authentication and Authorisation Services | Customer access depends on functioning digital channels, internet connectivity, application infrastructure and available interfaces to underlying banking services. | Widespread channel failure may prevent customers from accessing account information and initiating essential transactions. Shared infrastructure failure may affect several CBSs simultaneously. |
| CBS-3.4 Digital Customer Authentication and Identity Verification | Identity and Access Management specialists; Cybersecurity; Digital Banking Operations; Fraud Operations | Identity and Access Management System; Authentication Platform; authentication interfaces; security monitoring | Customer identity; authentication factors; access decisions; failed-login records; device and session context | Secure technology hosting; security operations facilities | Authentication or verification providers, where used; telecommunications providers supporting authentication delivery | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-1 Customer Deposit and Account Access Services | Digital access depends on trusted authentication decisions and availability of shared identity services. | Customers may be unable to log in or authorise activities. Incorrect authentication decisions may permit unauthorised access or compromise transaction integrity. |
| CBS-3.5 Digital Session Establishment and Management | Digital Application Support; Identity Management; Cybersecurity; Technology Operations | Session Management Service; Digital Channel Platform; session data storage; application security controls | Session tokens; authentication status; session expiry; customer activity context; access restrictions | Application hosting and recovery environments | Hosting or cloud providers, where applicable | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-3 customer-facing processes | Valid customer activities rely on secure, persistent and correctly terminated session states. | Repeated session failures may interrupt transactions and prevent service completion. Compromised sessions may create unauthorised access or transaction risks. |
| CBS-3.6 Digital Access Security and Customer Account Protection | Cybersecurity; Fraud Operations; Customer Service; Digital Access Administration | Security Monitoring Platform; Identity and Access Management System; Fraud Monitoring Platform; customer access controls | Suspicious access alerts; account restrictions; fraud indicators; customer compromise reports; restoration approvals | Security operations facilities; secure administration locations | Security monitoring or fraud service providers, when used | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-1 Customer Deposit and Account Access Services; CBS-9 Customer Support and Assistance During Banking Disruptions | Customer protection depends on timely threat detection, effective access restriction and secure restoration of legitimate access. | Delayed restrictions may expose customers to fraud. Excessive or erroneous restrictions may prevent legitimate customers from using essential digital banking services. |
| CBS-3.7 Digital Account Information Retrieval and Presentation | Digital Banking Operations; Core Banking Support; Data Management; Application Support | Core Banking System; Account Information Interfaces; Digital Channel Platform; API Gateway | Account balances; account status; customer entitlements; account identifiers; information timestamps | Core banking and digital channel hosting facilities | Hosting providers, network and telecommunications providers | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services | Digital account information relies on authoritative core banking records and accurate, timely interfaces. | Customers may see unavailable, delayed or inaccurate balances. This can impair financial decisions and disrupt subsequent payment initiation. |
| CBS-3.8 Digital Transaction History and Statement Services | Digital Banking Operations; Records Management; Core Banking Support; Customer Service | Transaction History Repository; Document Management System; Core Banking Interfaces; Digital Channel Platform | Historical transactions; account statements; posting dates; transaction references; document metadata | Data hosting facilities; records management facilities, where applicable | Document delivery or hosting providers, when used | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services | Historical information depends on complete transaction records, authorised retrieval and reliable statement generation. | Customers may be unable to verify past transactions or obtain supporting records. Extended disruption can increase disputes and customer enquiries. |
| CBS-3.9 Digital Customer Profile and Banking Preference Management | Customer Data Management; Digital Banking Operations; Information Security; Customer Service | Customer Information System; Customer Profile Management Platform; Identity and Access Management System | Contact details, customer preferences, approved profile changes, audit records, notification destinations | Digital operations workplace; secure hosting facilities | Communication providers; identity verification providers, where relevant | CBS-1 Customer Deposit and Account Access Services; CBS-8 Customer Transaction Authentication and Authorisation Services | Profile changes depend on secure authorisation, accurate master records and controlled synchronisation across relevant services. | Incorrect contact or profile information may cause failed communications, security exposure or inconsistent customer records. |
| CBS-3.10 Digital Banking Service Request Management | Customer Service; Digital Banking Operations; Account Servicing; Financing Operations; Compliance | Service Request Workflow Platform; Customer Relationship Management Platform; Core Banking and Financing Interfaces | Customer requests; eligibility checks; supporting information; approvals; request status | Service operations locations; technology hosting facilities | Document processing or service support providers, where applicable | CBS-1 Customer Deposit and Account Access Services; CBS-5 Financing Account Servicing and Repayment Services | Service fulfilment depends on accurate routing to responsible operational teams, access to authoritative records and timely completion of approvals. | Requests may remain pending or be incorrectly processed, causing delays in essential account or financing services and increased customer dissatisfaction. |
| CBS-3.11 Digital Financial Transaction Initiation | Digital Banking Operations; Payment Operations; Application Support; Customer Experience | Digital Transaction Interface; Payment Initiation Module; Account Information Interfaces | Transaction instructions; account selection; beneficiary details; payment amounts; customer confirmation | Digital channel hosting facilities; customer access networks | Internet and telecommunications providers | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-6 Corporate Payment and Bulk Transaction Services | Transaction initiation relies on valid customer sessions, available account information and functioning instruction-capture interfaces. | Customers may be unable to initiate essential payments. Interrupted submissions can produce uncertainty about whether an instruction was accepted. |
| CBS-3.12 Digital Transaction Validation and Authorisation Coordination | Payment Operations; Fraud Operations; Cybersecurity; Identity Management; Digital Banking Operations | Transaction Validation Service; Identity and Access Management System; Authorisation Platform; Fraud Control Interfaces | Transaction details, authorisation decisions, account restrictions, transaction limits, security indicators | Secure technology hosting; security operations facilities | Authentication and fraud screening providers, where applicable | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-6 Corporate Payment and Bulk Transaction Services | Safe transaction submission depends on valid authorisation, applicable security checks and reliable exchange of approval decisions. | Legitimate transactions may be blocked, or insufficient controls may expose customers to unauthorised transactions. A shared authorisation failure may affect multiple payment services. |
| CBS-3.13 Digital Payment and Funds Transfer Processing Coordination | Digital Banking Operations; Payment Operations; Payment Technology Support; Reconciliation specialists | Payment Gateway; API Gateway; Transaction Messaging Service; Payment Processing Interfaces | Authorised payment instructions; transaction references; processing acknowledgements; rejection codes; completion responses | Digital and payment processing hosting facilities; network facilities | Payment network or service infrastructure providers; telecommunications providers | CBS-2 Domestic Funds Transfer and Payment Services; CBS-6 Corporate Payment and Bulk Transaction Services; CBS-7 High-Value and Interbank Payment Services where shared | Digital payment completion depends on reliable hand-off to underlying payment services and consistent transaction status exchange. | Customers may initiate payments that cannot be executed or confirmed. Message failures can create backlogs, repeated submissions and transaction-status uncertainty. |
| CBS-3.14 Digital Financing and Account Servicing Transactions | Financing Operations; Digital Banking Operations; Core Banking Support; Customer Service | Financing Servicing Platform; Digital Transaction Interface; Core Banking Interfaces; Payment Processing Interfaces | Financing balances; repayment obligations; customer instructions; repayment confirmations; servicing status | Financing operations, workplace; technology hosting facilities | Payment service providers, where relevant, hosting and telecommunications providers | CBS-5 Financing Account Servicing and Repayment Services; CBS-2 Domestic Funds Transfer and Payment Services | Digital financing services depend on authoritative financing records, permitted transaction processing and accurate repayment or servicing outcomes. | Customers may be unable to manage financing obligations or verify repayment status. Extended disruption may cause financial or contractual consequences. |
| CBS-3.15 Digital Transaction Status and Completion Management | Digital Banking Operations; Payment Operations; Financing Operations; Reconciliation; Customer Service | Transaction Status Repository; Payment and Financing Interfaces; Digital Channel Platform; Event Messaging Service | Transaction references, completion acknowledgements, pending and rejected statuses, exception records; timestamps | Application and transaction data hosting facilities | External payment infrastructure or messaging providers, where applicable | CBS-2 Domestic Funds Transfer and Payment Services; CBS-5 Financing Account Servicing and Repayment Services; CBS-6 Corporate Payment and Bulk Transaction Services | Accurate customer status depends on timely, consistent confirmation from underlying transaction-processing services. | Customers may receive incorrect or delayed transaction status, causing repeated payments, disputes, financial uncertainty and loss of confidence. |
| CBS-3.16 Digital Banking Customer Notification and Alert Management | Customer Communications; Digital Banking Operations; Cybersecurity; Customer Service | Notification Management Platform; Messaging Gateway; Customer Preference Repository; Transaction Status Interfaces | Transaction alerts; security notifications; customer contact details; delivery acknowledgements; service announcements | Digital operations workplace; messaging infrastructure hosting | Telecommunications providers; messaging service providers | CBS-2 Domestic Funds Transfer and Payment Services; CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-9 Customer Support and Assistance During Banking Disruptions | Effective notification depends on accurate source events, current contact details and functioning communication channels. | Customers may remain unaware of payment outcomes, suspicious activity or service disruption. Delayed warnings may increase fraud exposure or repeated transaction attempts. |
| CBS-3.17 Digital Banking Customer Enquiry and Assistance Management | Customer Service; Digital Banking Support; Fraud Operations; Payment Operations; specialist service teams | Customer Relationship Management Platform; Customer Support Channels; Case Management System; Transaction Status Interfaces | Customer enquiries; account and transaction status; incident advisories; support case details | Contact centre, branch support locations, and remote support facilities where approved | Contact centre outsourcing providers, where applicable; telecommunications providers | CBS-9 Customer Support and Assistance During Banking Disruptions; CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services | Customer assistance depends on available personnel, reliable case information and access to accurate service status. | Customers may be unable to obtain assistance during digital disruption. Support queues may increase, delaying resolution of urgent banking needs. |
| CBS-3.18 Digital Banking Complaint and Service Issue Resolution | Customer Complaints; Digital Banking Operations; Fraud Operations; Payment Operations; Compliance; Legal where necessary | Complaint Management System; Case Management Platform; Transaction Records; Digital Service Logs | Complaints; investigation evidence; transaction references; customer communications; corrective-action records | Customer service and specialist investigation locations | External payment entities or service providers, when investigation requires their information | CBS-9 Customer Support and Assistance During Banking Disruptions; CBS-2 Domestic Funds Transfer and Payment Services; CBS-5 Financing Account Servicing and Repayment Services | Resolution depends on access to reliable records, specialist investigation capability and cooperation from the responsible underlying service. | Complaints may remain unresolved, increasing customer harm, operational workload and potential regulatory or conduct concerns. |
| CBS-3.19 Digital Banking Service Performance and Availability Monitoring | Digital Service Monitoring; Technology Operations; Network Operations; Digital Banking Operations; Operational Resilience | Application Performance Monitoring Platform; Network Monitoring; Synthetic Transaction Monitoring; Service Dashboard | Channel availability, response times, failed customer journeys, transaction success rates, and infrastructure alerts | Technology operations centre; security or network operations facilities; recovery monitoring location | Hosting providers, telecommunications providers, and monitoring service providers were used | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-8 Customer Transaction Authentication and Authorisation Services | Effective monitoring depends on representative customer-service telemetry, accurate thresholds and independent alerting capabilities. | Undetected degradation may continue until customer harm becomes widespread. Failure to recognise shared dependencies can delay appropriate escalation. |
| CBS-3.20 Digital Banking Security Event Detection and Response Coordination | Cybersecurity Operations; Fraud Operations; Digital Banking Operations; Incident Response; Technology Recovery | Security Information and Event Management Platform; Security Monitoring; Identity Security Controls; Incident Response Tools | Security alerts; authentication anomalies; suspicious transactions; threat intelligence; incident indicators | Security operations centre; secure incident response facilities | Cybersecurity service providers, when used, threat intelligence providers | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services | Cyber response depends on timely detection, reliable evidence, coordinated containment and the ability to preserve essential service integrity. | Cyber incidents may spread across shared systems, compromise customer data or force suspension of digital services and payment capabilities. |
| CBS-3.21 Digital Banking Incident Assessment and Service Escalation | Digital Banking Management; Incident Management; Operational Risk; BCM; Crisis Management; Technology Operations | Incident Management Platform; Service Monitoring Dashboard; Communication and Escalation Tools | Incident reports; affected-customer estimates; service availability; dependency status; escalation decisions | Incident command location; remote crisis coordination capability; alternative management location | Critical technology providers, telecommunications providers, and external payment entities where affected | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-5 Financing Account Servicing and Repayment Services; CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-9 Customer Support and Assistance During Banking Disruptions | Effective response depends on accurate service-impact assessment, defined decision authority and timely coordination among affected CBS owners. | Delayed escalation may allow customer harm to exceed approved Impact Tolerance. Incomplete information may lead to inappropriate recovery priorities. |
| CBS-3.22 Digital Banking Continuity and Alternative Service Delivery | BCM; Digital Banking Operations; Branch Operations; Customer Service; Crisis Management; Technology Operations | Alternative Customer Service Channels; Continuity Communication Tools; Essential Service Prioritisation Arrangements; available core banking interfaces | Continuity activation decisions; essential customer requests; alternative channel capacity; customer communications; outstanding transaction status | Alternative operating locations, branches, contact centres, and recovery facilities | Telecommunications providers; hosting providers; outsourced support services, where applicable | CBS-1 Customer Deposit and Account Access Services; CBS-4 Cash Access and Cash Transaction Services; CBS-9 Customer Support and Assistance During Banking Disruptions; CBS-2 Domestic Funds Transfer and Payment Services | Continuity depends on the availability and independence of alternative channels, sufficient staffing and access to essential banking capabilities. | Customers may lose access to essential banking activities if alternative arrangements are unavailable, share the same failed dependencies or cannot handle demand. |
| CBS-3.23 Digital Banking Technology Recovery and Service Reinstatement | Technology Recovery; Infrastructure Operations; Database Administration; Application Support; Cybersecurity; Digital Banking Operations | Disaster Recovery Infrastructure; Application Recovery Services; Database Recovery; Network Recovery; Identity and Access Management System | Recovery priorities; backup integrity; configuration data; interface readiness; security clearance; recovery test results | Primary and recovery data centres or hosting environments; technology recovery workplaces | Cloud or data hosting providers; telecommunications providers; specialist recovery service providers, where used | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-8 Customer Transaction Authentication and Authorisation Services | Recovery depends on trusted recovery data, functioning infrastructure, secure application reinstatement and readiness of shared banking interfaces. | Recovery may be delayed or unsafe if backup data is corrupted, recovery environments share the same failure exposure or dependent CBSs remain unavailable. |
| CBS-3.24 Digital Banking Service Restoration and Post-Incident Validation | Digital Banking Operations; Technology Recovery; Cybersecurity; Finance Control; Customer Service; Operational Risk; CBS Owners | Digital Channel Platform; End-to-End Transaction Testing Tools; Service Monitoring; Reconciliation Interfaces; Incident Management Platform | Restored service status; customer journey results; transaction integrity checks; unresolved exceptions; recovery approvals | Restored primary or recovery facilities; operational support locations | Hosting providers, telecommunications providers, and payment infrastructure entities where validation requires their cooperation | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-5 Financing Account Servicing and Repayment Services; CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-9 Customer Support and Assistance During Banking Disruptions | Safe restoration depends on coordinated technical recovery, business validation, trusted transaction data and controlled operational hand-back. | Digital channels may appear restored while transactions remain incomplete, account information is unreliable or customer issues persist. Premature restoration can create further disruption. |
#### **Critical Interconnections, Concentration Risks, and Single Points of Dependency**
The completed mapping identifies several potential concentration areas that require deeper validation.
These are hypothesised risk concentrations based on a typical banking operating model.
Do not interpret them as confirmed weaknesses in MBSB's current environment.
##### **Principal Concentration Points**
| Potential Concentration Point | Sub-CBS Processes Exposed | Other CBSs Potentially Affected | Potential Disruption Consequence | Recommended Validation |
| --- | --- | --- | --- | --- |
| Shared Identity and Access Management System | CBS-3.2, 3.4–3.6, 3.12, 3.23 | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-2 Domestic Funds Transfer and Payment Services | Customers may be unable to access digital banking or authorise transactions across multiple channels. | Review authentication architecture, privileged access, redundancy, and independent recovery arrangements. |
| Core Banking and Customer Account Information | CBS-3.1, 3.7–3.11, 3.14, 3.23–3.24 | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-5 Financing Account Servicing and Repayment Services | Digital channels may remain available, but cannot deliver accurate balances, account services, or transaction outcomes. | Validate interface mapping, data consistency, recovery dependencies, and service-level monitoring. |
| Digital Channel Platform and API Gateway | CBS-3.3, 3.5, 3.7–3.15 | CBS-1 Customer Deposit and Account Access Services; CBS-2 Domestic Funds Transfer and Payment Services; CBS-5 Financing Account Servicing and Repayment Services | Failure may interrupt multiple customer journeys simultaneously. | Review infrastructure diversity, API resilience, capacity, change controls, and channel failover. |
| Payment Processing Interfaces | CBS-3.11–3.13, 3.15–3.16 | CBS-2 Domestic Funds Transfer and Payment Services; CBS-6 Corporate Payment and Bulk Transaction Services | Customers may be unable to submit payments or receive reliable confirmation of payment completion. | Test message integrity, acknowledgement handling, queue recovery, and end-to-end transaction reconciliation. |
| Telecommunications and Network Connectivity | CBS-3.3–3.5, 3.13, 3.16–3.17, 3.19, 3.22–3.24 | Potentially all customer-facing CBSs using common networks | Widespread connectivity failure may disable digital banking and some alternative service channels. | Assess network diversity, provider concentration, regional exposure, and failover performance. |
| Primary and Recovery Hosting Infrastructure | CBS-3.3–3.24, depending on deployment | Multiple CBSs sharing infrastructure | A common infrastructure failure or cyber compromise may affect both production and recovery arrangements. | Assess failure-domain separation, backup integrity, cyber recovery capability, and independence of the recovery environment. |
| Customer Communication and Messaging Services | CBS-3.2, 3.4, 3.6, 3.15–3.18, 3.21–3.22 | CBS-8 Customer Transaction Authentication and Authorisation Services; CBS-9 Customer Support and Assistance During Banking Disruptions | Authentication messages, transaction alerts, and disruption communications may fail simultaneously. | Test alternative communication arrangements and dependencies on provider recovery. |
| Specialist Technology and Security Personnel | CBS-3.4–3.6, 3.19–3.24 | Multiple CBSs relying on shared specialists | Concurrent incidents may overwhelm available specialists and delay containment, recovery, or validation. | Review staffing capacity, cross-training, alternate personnel, and crisis mobilisation. |
##### **Potential Single Points of Dependency**
MBSB should determine whether any of the following exists within its actual architecture or operating model:
1. A single authentication service whose failure prevents access across all digital channels.
2. A single API gateway or network route connecting digital channels to core banking and payment services.
3. A single customer data source without an adequately tested, trusted recovery arrangement.
4. A common hosting or administrative control plane affects both primary and recovery environments.
5. A single specialist team must approve, execute, or validate critical recovery activities.
6. A single communications provider supporting authentication messages, transaction alerts, and incident communications.
7. An alternative banking channel that depends on the same unavailable core system as the disrupted digital channel.
Classify a single point of dependency as a material vulnerability only after evaluating its architecture, redundancy, recovery arrangements, failure modes, and potential impact on customer outcomes.
#### **Using the Mapping to Assess Disruption Propagation**
An important objective of interdependency mapping is to determine how a disruption originating in one component can spread across CBS-3 and other Critical Business Services.
##### **Example: Shared Authentication Failure**
Consider a severe failure affecting the shared Identity and Access Management System.
Shared Authentication Service Failure
Cyber compromise, failed technology change, or infrastructure outage
This example shows why you should not assess a digital banking disruption solely by the availability of the mobile or internet banking application.
The relevant Operational Resilience question is whether customers can continue completing essential banking activities through safe and available arrangements.
##### **Example: Core Banking Information Failure**
A failure affecting authoritative account records may prevent CBS-3.7 from presenting accurate balances. That failure can subsequently affect CBS-3.11 transaction initiation, CBS-3.13 payment coordination, and CBS-3.15 transaction status.
Even if the digital channel itself remains accessible, the service may no longer deliver essential customer outcomes.
The mapping should therefore identify which digital banking activities can continue safely without live core banking information, which must be suspended, and which approved alternative arrangements can support.
##### **Example: Simultaneous Digital Banking and Customer Support Disruption**
A regional telecommunications outage may affect both digital banking access and customer contact channels.
If customers cannot access digital banking and cannot contact the bank for assistance, the combined harm may be greater than the effect of either failure independently.
This scenario highlights the importance of assessing CBS-3 alongside CBS-9, Customer Support and Assistance During Banking Disruptions, and validating the independence of alternative communications.
#### **Application of the Mapping to Impact Tolerance and Scenario Testing**
The completed mapping should support subsequent Operational Resilience activities by establishing how individual process failures translate into disruption of the overall Critical Business Service.
##### **Supporting Impact Tolerance assessment**
Determine Impact Tolerance for CBS-3 as an end-to-end customer service, rather than separately for each supporting application or process.
The mapping should help MBSB identify the customer outcomes most vulnerable to disruption.
| Impact Tolerance Dimension | Relevant Mapping Information | Assessment Application |
| --- | --- | --- |
| Duration of disruption | Critical customer journeys, recovery dependencies, and restoration sequence | Determine how long essential digital banking activities can be unavailable before unacceptable harm occurs. |
| Affected customers | Channel usage, authentication dependencies, and customer populations | Estimate the number or proportion of customers unable to access essential digital banking services. |
| Minimum service capability | Alternative channels, available processes, and supporting CBS capacity | Determine which essential banking activities must remain available during disruption. |
| Transaction integrity | Authentication, authorisation, payment interfaces, and transaction records | Identify circumstances in which inaccurate, unauthorised, or duplicated transactions could create unacceptable harm. |
| Service degradation | Digital channel capacity, latency, API availability, and customer journey completion | Establish tolerable reductions in service performance and completion capability. |
| Concentration risk | Shared systems, hosting environments, personnel, and external providers | Determine whether common failures could simultaneously affect multiple essential services. |
| Regulatory and customer harm | Customer access, payment completion, security controls, and complaint handling | Evaluate whether service disruption could create significant financial harm or compromise applicable obligations. |
The mapping should also inform supporting Recovery Time Objectives (RTOs), Recovery Point Objectives (RPOs), recovery strategies, and technology resilience requirements.
These measures support Impact Tolerance but do not replace it.
##### **Recommended Severe but Plausible Scenarios**
Consider the following scenarios when developing the CBS-3 scenario portfolio.
| Scenario | Principal Sub-CBS Affected | Interdependencies Challenged | Principal Resilience Question |
| --- | --- | --- | --- |
| Coordinated cyberattack against digital banking channels | CBS-3.3–3.6, 3.19–3.24 | Digital channel infrastructure, cybersecurity, authentication, and telecommunications | Can essential customer access be maintained or restored safely while the attack is contained? |
| Shared authentication service outage | CBS-3.2–3.6, 3.11–3.12 | CBS-8, identity infrastructure, customer access controls | Can customers continue authorised essential banking activities without compromising security? |
| Core banking data unavailability or corruption | CBS-3.7–3.15, 3.23–3.24 | CBS-1, CBS-2, CBS-5, core banking records | Can the bank prevent incorrect customer information and unsafe transactions while restoring trusted data? |
| Major digital payment interface disruption | CBS-3.11–3.16 | CBS-2, payment interfaces, transaction messaging | Can customers obtain reliable payment outcomes and avoid duplicate or incomplete transactions? |
| Regional telecommunications failure | CBS-3.3–3.5, 3.16–3.17, 3.21–3.24 | Telecommunications, digital channels, customer support, alternative arrangements | Can essential customer services continue when primary communication channels are unavailable? |
| Simultaneous primary and recovery environment failure | CBS-3.3–3.24 | Hosting infrastructure, recovery systems, shared technology services | Are recovery arrangements sufficiently independent to restore essential digital banking capability? |
| Major customer communication provider outage | CBS-3.16–3.18, 3.21–3.22 | Messaging providers, CBS-9, customer contact information | Can customers receive accurate security and service information through alternative means? |
| Cyber compromise followed by unsafe service restoration | CBS-3.6, 3.12–3.15, 3.20–3.24 | Cybersecurity, core banking, transaction integrity, recovery environments | Can services be restored without reintroducing compromised data, unauthorised access, or incorrect transactions? |
Develop these scenarios into test designs with defined starting conditions, scenario injects, participants, dependencies, Impact Tolerance measures, and auditable acceptance criteria.
#### **Governance, Validation, and Maintenance of the Mapping**
For regulatory review and internal management purposes, the mapping should be supported by evidence confirming that the identified dependencies reflect MBSB's actual operating environment.
##### **Recommended Validation Responsibilities**
| Responsible Function | Mapping Validation Responsibility |
| --- | --- |
| CBS-3 Owner / Digital Banking Management | Confirm the service boundary, customer journeys, Sub-CBS processes, and critical operational hand-offs. |
| Technology and Application Owners | Validate application interfaces, infrastructure dependencies, recovery arrangements, and technical concentration risks. |
| Cybersecurity and ICT Risk | Identify security dependencies, privileged-access exposure, cyber recovery requirements, and technology-failure propagation. |
| Operational Resilience and BCM | Confirm critical dependencies, continuity arrangements, alternative service capabilities, and alignment with Impact Tolerance. |
| Operational Risk | Challenge dependency criticality, control effectiveness, concentration risks, and residual risk assessments. |
| Third-Party Risk Management | Validate material outsourced dependencies, provider concentration, contingency arrangements, and assurance evidence. |
| Customer Service and Operations | Confirm customer-facing impacts, support dependencies, escalation arrangements, and alternative channels. |
| Compliance | Assess relevant regulatory, statutory, and customer protection obligations associated with identified dependencies. |
| Internal Audit | Provide independent assurance over the completeness and effectiveness of the mapping process, where included in the audit plan. |
##### **Recommended Mapping Evidence**
A sufficiently documented mapping exercise should be supported by an approved Sub-CBS catalogue, process flow diagrams, application and infrastructure dependency records, data flow diagrams, third-party service inventories, operational responsibility matrices, recovery architecture, relevant control testing results, and management validation records.
Where available, MBSB should reconcile the mapping against actual incident records, change records, service monitoring information, and recovery test results.
This helps identify dependencies not evident from documented system architecture alone.
Review the mapping when material changes occur to digital banking products, transaction processing, technology architecture, external service providers, authentication arrangements, recovery infrastructure, or the wider operating environment.
It should also be updated following incidents and scenario tests that reveal previously unidentified dependencies.
#### **Regulatory Considerations**
BNM's December 2025 Discussion Paper on Operational Resilience provides relevant policy context for understanding critical financial services and the internal and external dependencies supporting their delivery.
For MBSB, the mapping methodology described in this chapter supports that broader operational resilience approach by linking digital banking processes to the operational capabilities, technology, third parties, and other Critical Business Services that support them.
The 24-process catalogue, dependency classifications, concentration points, and mapping tables are implementation recommendations, not a prescribed BNM template or a representation of the bank's verified architecture.
Before using this assessment in a formal regulatory submission, MBSB should validate it against the December 2025 Discussion Paper, any subsequently applicable final BNM policy requirements, and relevant existing BCM, technology risk, and outsourcing obligations.
[![Banner \[Summing\] \[OR\] \[E3\] Map Dependency](https://no-cache.hubspot.com/cta/default/3893111/d9c4296b-54cd-48e0-ae66-b7f4a8a03ff7.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/d9c4296b-54cd-48e0-ae66-b7f4a8a03ff7)
Mapping Interconnections and Interdependencies for CBS-3: Digital Banking Services provides MBSB with an end-to-end understanding of the processes, resources, and external relationships required to deliver essential digital banking services to customers.
The mapping of all 24 Sub-CBS processes shows how customer enrolment, channel access, authentication, account information, transaction coordination, customer communications, incident management, and recovery connect.
It also identifies important relationships with other Critical Business Services, particularly customer account access, domestic payment processing, financing services, authentication, and customer assistance.
By examining these dependencies, MBSB can identify potential vulnerabilities, concentration risks, common points of failure, and critical operational hand-offs that individual business or technology functions might otherwise miss.
The completed mapping provides a foundation for setting and validating CBS-3's Impact Tolerance.
It also supports developing Severe but Plausible Scenarios that challenge shared infrastructure, third-party dependencies, data integrity, operational coordination, and recovery capabilities.
The results should inform resilience investment, control enhancement, recovery strategy selection, remediation priorities, and management decisions.
Where material vulnerabilities are identified, accountable owners should implement appropriate treatment measures and verify their effectiveness through scenario testing.
The mapping should remain a controlled and regularly maintained Operational Resilience record.
Changes to business processes, technology, third-party arrangements, or the operating environment should trigger appropriate reassessment to ensure that MBSB's understanding of its digital banking dependencies remains accurate and useful for management oversight and supervisory review.
Implementation note: This chapter contains 24 Sub-CBS entries in Table 1 and 24 corresponding entries in Table P2.
All technology descriptions, operational relationships, and third-party dependencies are illustrative and require validation by MBSB's responsible business, technology, and risk functions.
[![\[OR\] \[MBSB\] \[3/4 Banner\] Operational Resilience in Action The MBSB Bank's Approach ](https://no-cache.hubspot.com/cta/default/3893111/8c32162b-ac29-4c9c-9413-3d8869a65490.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/8c32162b-ac29-4c9c-9413-3d8869a65490)
| **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) |
**[](https://cta-redirect.hubspot.com/cta/redirect/3893111/084e620a-46c5-419a-82ed-6a681d15c0b6)[](https://cta-redirect.hubspot.com/cta/redirect/3893111/13a448f1-f09c-42da-a57e-0988e41658c5)**
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.
| [](https://cta-redirect.hubspot.com/cta/redirect/3893111/3530eccb-515d-401e-afc2-3469e26d7fbf) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/fdd4fa9c-ed69-40c1-925f-4eb6a1c5c255) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/77a34b84-0a6d-44f8-b8d6-6ab04cdf5edd) |
| --- | --- | --- |
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| [![\[BL-OR\] \[3\] FAQ OR-300](https://no-cache.hubspot.com/cta/default/3893111/f20c71b4-f5e8-4aa5-8056-c374ca33a091.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/f20c71b4-f5e8-4aa5-8056-c374ca33a091) | If you have any questions, click to contact us.[![Email to Sales Team \[BCM Institute\]](https://no-cache.hubspot.com/cta/default/3893111/3c53daeb-2836-4843-b0e0-645baee2ab9e.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/3c53daeb-2836-4843-b0e0-645baee2ab9e) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/7f2718a4-ea80-4f84-a319-dc2d4df37a46) |
| [](https://cta-redirect.hubspot.com/cta/redirect/3893111/74b1e556-8cd2-4a74-8821-db1804534955) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/f2bd8eb1-32d2-4732-9267-ea53223cf58f) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/084e620a-46c5-419a-82ed-6a681d15c0b6) |
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