CHAPTER- 1

INTRODUCTION
The world is changing fast. The process of globalization has taken

everything in its fold. New ideas and new economic thinking are taking

over the world. Technology is considered to be the prime factor in

leading the change. Technology is very dynamic force. It is changing the

competitive landscape of the financial services and banking industry. It

is influencing the way their products and services are sold and

delivered.

The banking industry has emerged as one of the driving forces behind

the development of information based technologies. It has made

significant progress in recapitalizing systems, in eliminating problem

assets from balance sheet in improving supervisory and regulatory

framework day to day transactions in banks are automated which

better service in processing transactions. Better customer are provided

using .IT aided developments such as introduction of ATM, magnetic

Ink Character Recognition (MICR) cheques, credit cards, debit cards,

smart card, digital e-cash and electronic fund transfer. These

developments have helped reduce the transaction processing time and

also have made available the services to the customer at a convenient

place. The advents of online transaction speedy and secure payments

settlements have lead to the globalization of financial services.

The developments in information technology, the advent of the personal

computer and networking technology have brought about partial relief

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in the banking industry. The job at each seat was computerized by stand

alone personal computers initially. There is accuracy as well as speed in

the work. Customers are provided error-free services. They are supplied

with printed account statements. Internet and e-commerce entered the

scenario of global banking and financial institution. Simultaneously

sweeping structural and functional changes are overtaking the

international banking and financial markets. These changes are as

follows:

Deregulation:

Growing deregulation in national financial markets in

telecommunication and data processing technologies resulted in the

better integration of financial markets in the countries as also between

the domestic financial system and the foreign banking non-banking

institutions.

Internet banking:

Internet banking is a web-based internet banking which involves a

customer logging onto a banks online banking service via any

compatible PC to perform common banking transactions .The internet

bank system allows the customers to manage and monitor their accounts

online and to use the full range of electronic banking services from

anywhere in the world using a personal computer .A customer needs a

connection to the internet and a browser such as Microsoft Internet

Explorer or Netscape Navigator to use the Internet bank system .Internet

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is one of the channels of service delivery to a banking customer .The

access to accounts information as well as tr channels of service delivery

to a banking customer .The access to accounts information as well as

transaction is offered through the world wide network of computers on

the internet .Every bank has special firewalls and its own security

measure to protect the accounts from non-authentic use from

unauthorized users .each accountholders is provided a PIN similar to

that of the ATM. The access to the account is allowed upon a match of

the account details and PIN entered on the computer system .A higher

level of security may be reached by an electronic fingerprint. Account

querying as well as transaction are possible on the Internet banking

platform .The accounting is instantaneous and funds transfer can be

effected immediately .Financial services companies are using the

Internet as the new distribution channel .

Data Mining for intelligence:

Banks have to deal with proper analysis of financial data to identify

business potential .This help the bank identify cross-sell and up-sell

potential .A bank can easily streamline its delivery channels if it has an

operational customer relationship management .A data warehouse

unable the bank get a single view across disparate system .

The common format provides a single repository from which one can

view or use information when required.

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With the help data available in data warehouse, one may not be able to

make sense out of it. It requires data mining for the purpose .data

mining can help recognize pattern in available data.

ATM :(AUTOMATED TELLER MACHINE )

One of the channels of banking service delivery is vide the Automated

Teller Machine (ATM) whose traditional and primary use is to dispense

cash upon insertion of a plastic card and its unique personal

identification NUMBER (PIN). ATM card is a plastic card with magnetic

strip with the account number of the individual. The bank issues ATM

cards to its current and savings accountholders. A typical transaction

would be that of cash withdrawal. The bank generally restrict the

maximum amount and the frequency with which one can withdraw cash

.The amount withdrawn is immediately debited to the concerned

account through accounting entries pre-programmed on the ATM. cash

or cheques can be deposited through the ATM for the credit to an

account. ATMs can be accessed any time .No employee interface is

necessary. ATM offers a cost effective solution alternative to labour

costs. The scope of frauds, robberies and misappropriation are reduced

considerably if the PIN is maintained diligently.

Tele Banking :

Tele- banking is a banking service provided by banks to enable

customers to access their accounts for information or transactions .A

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telephone PIN(T-PIN) is provided to each accountholders .The customer

can call the exclusive tele-banking numbers and provide the details to

identify himself to the automated voice .upon the respective numbers

matching the computerized systems ,the customer is given access to his

account to query or transact on his account .cash withdrawal and

deposit are not enabled through this service but many banks offer a cash

delivery or collection service to certain classes of customers.

Electronic Funds Transfer (EFT) :

The Reserve Bank of India has introduced Centralized Funds

Management Systems(CFMS) comprising the Centralized Funds

Enquiry System (CFES) and the Centralized Funds management

Systems. This paves the way for banks to manage their funds with the

RBI in a much more efficient manner. It also provides the

Treasury/Fund Departments of banks with latest information on their

balances with the various Deposit Account Department Offices on the

Reserve bank of India. EFT system was started in 1996. The scheme is

available for transfer of funds across 8500 branches of banks at 15

centers in the country. The facility is available for transfer of funds for

individual transaction up to Rs. 2 corers per transaction with effect from

1st October, 2001. For a flat fee of Rs. 25 a maximum of Rs.10000 can be

transferred.

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 Electronic Clearing Services (ECS) :

ECS is a new method of payment whereby the institutions having to

make a large number of payments can directly deposit the amount into

the bank accounts of the customers/investors without having to issue

paper instruments such as cheques, bulk and repetitive payments like

interest/dividend are mostly paper based involving printing of warrants

or cheques. Thus, electronic clearing service is aimed at affecting

electronically, repetitive credits or debits for a large population of

customers spread across a large number of branches of banks. The RBI

has also introduced the Electronic Clearing Service(Debit) scheme to

provide a faster method of affecting periodic and repetitive payments by

direct debit to customers accounts, thereby minimizing paper

transactions and increasing customer satisfaction. Electronic clearing

service envisages a large number of debits and one credit in the case of

collection of electricity bills, telephone bills, loan installments, insurance

premiums and club fees by the utility service providers.

Real Time Gross Settlement (RTGS):

The Real Time Gross Settlement System is the key critical element and
provides the missing link in the process of the setting up the integrated
payment and settlement system in the country. The world over, the
RTGS is now the preferred mode of the settlement of large-value
interbank payments with more and more countries moving towards it.
As a settlement process RTGS , minimizes settlement risks by setting
individual payment in real time in the books of account, held at the

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central bank. The RTGS , practically instant settlement ensures fast
secure, final and irrevocable settlement of payment transactions. The
RTGS System is designed to provide large value funds transfer and
settlement in an on-line real time environment to the banking industry
with settlement on a gross basis.
A large value of funds transfer system, whereby financial intermediaries
can settle interbank transfers for their own account as well as for their
customers, the RTGS system effects final settlement of interbank funds
transfer on a continuous, transaction by transaction basis throughout the
processing day. The RTGS eliminates settlement risks in the case of
interbank and high value transactions. The banks can use balances
maintained under the Cash Reserve Ratio instead of the Intra-Day
liquidity (IDL) to be supplied by the Central Bank for meeting any
eventually arising out of the RTGS. The RBI has fixed the IDL limit for
the banks to three times their Net Owned Funds (NOF). The IDL is
charged at Rs.25 per transaction entered into by the bank on the RTGS
platform.
RTGS is the ultimate in the payment and settlement architecture in any
country primarily for online, real time interbank payment and
settlement of large value funds. RTGS payment system can also be
called as one in which payment instructions between banks are
processed and settled individually and continuously throughout the
day.

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CHAPTER-2

MEANING OF ATM

AUTOMATED TELLER MACHINE (ATM)

An automatic teller machine or ATM allows bank customers to conduct

their banking transactions from almost every other ATM machine in the

world. On most modern ATMs, the customers is identified by inserting a

plastic ATM card with a magnetic stripe or a plastic smart card with a

chip, that contain a unique card number and some security information

such as an expiration date or CVVC (CVV). Authentication is provided

by the customer can access their bank account as in order to make cash

withdraw, credit card cash advances, and check their account balances

as well as purchase prepaid cell phone credit.

ATMs are electronic machines, which are operated by a customer

himself to deposit or to withdraw cash from bank. For using an ATMs

card is a plastic card, which is obtain or to withdraw cash from bank.

The ATMs card is a plastic card, which is magnetically coded. It can be

easily read by the machine. To operate an ATM word (number). If the

authentication or pass word (number) is correct, the ATM permits

customers to make entries for withdrawal or for deposit. On completion

of the transaction, the customer is ejected from the ATM.

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CHAPTER-3
DEFINITION

Definition of 'Automated Teller Machine - ATM'

An electronic banking outlet, which allows customers to complete basic

transactions without the aid of a branch representative or teller.

There are two primary types of automated teller machines, or ATMs.

The basic units allow the customer to only withdraw cash and receive a

report of the account's balance. The more complex machines will accept

deposits, facilitate credit card payments and report account information.

To access the advanced features of the complex units, you will usually

need to be a member of the bank that operates the machine.

ATMs are scattered throughout cities, allowing customers easier access

to their accounts. Anyone with a debit or credit card will be able to

access most ATMs. Using a machine operated by your bank is usually

free, but accessing funds through a unit owned by a competing bank

will usually incur a small fee.

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CHAPTER-4
HISTORY of ATM

The history of ATM can be traced back to the 1960s, when the first ATM

machine was invented by Scot John Shepherd-Barron and used by

Barclays Bank in 1967. However, while Shepherd-Barron has the major

claim to fame, there have been many other individuals who have also

invented some version of the ATM. The machine itself has evolved over

the years, with the earlier versions restricted to only one or few banking

functions. There has been much debate, however, on who invented the

first early versions of Automated Teller Machine. But the history of

ATM can be visibly traced back to the year of 1967.

In 1939, a rudimentary cash dispenser was invented by Luther George

Simijian and established by the City Bank of New York. However, the

machine did not work much and had to be removed within six months

of putting up the machine. The early versions of the ATM were

restricted to cash withdrawal only. In the 1967 model, patented by

Shepherd-Barron, the plastic cards did not exist and instead a voucher

with a strip of radioactive substance was used for withdrawing cash.

Consequently, the vouchers were matched with a particular personal

pin code used by the bank to identify the customer. The ATM was

inaugurated by renowned British actor, Reg Varney. The personal

identification number was initially a six numbered password, and was

later changed to a four numbered password. However, this automated

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teller machine was very different from the modern day teller machines,

which is based on an electronic system between the different branches of

the bank. Thus, the history of ATM has seen many changes over the

span of 25 years since 1939.

Another co-patent to the invention of the ATM was Don Wetzel, the Vice

President of Product Planning at Docutel. While the conceptualization

began in 1968, the patent was issued only in 1973. This cash dispenser

was first used by the New York based bank, namely, the Chemical Bank.

As was the case with the ATMs of during those years, they were hardly

a multi-functional unit. Moreover, they were not based on any electronic

system. Hence, the debit cards, distinct from credit cards, were given to

only select clients with good track records. The first ATM cards, with

magnetic strips were developed by three individuals, namely Don

Wetzel, Tom Barnes and George Chastain. While there were many

developments in the history of ATM, the service itself took a stronghold

only in the 1970s. Today, the ATM service has become indispensable to

our modern day lives.

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CHAPTER-5
ADVANTAGES AND DISADVANTAGES OF ATM

ADVANTAGES OF ATM

Almost all banks have ATMs or automated teller machines at their

branches. The primary purpose of an ATM is to provide a customer with

a quick method of withdrawing cash from and checking the balance of

their bank account without having to wait for a teller. The machines also

provide access to cash outside of the bank's business hours. Many banks

will not charge their customers a fee for using the bank's ATM, however

if you use your debit card at an ATM that is not owned and operated by

your bank, you may be assessed additional fees, both by the ATM owner

and your bank and sometimes totaling more than $5 combined.

Convenience

Many banks have automated teller machines located inside or outside of

their locations. Some banks even have ATMs as a part of one of their

drive-thru lanes so that you can remain in your vehicle while using

them. An advantage of automated teller machines is that you can access

your money for free if you use an ATM at a bank where you have a

checking and/or savings account. Many banks also allow you to

withdraw money from credit cards that are not issued by their

institution for a small fee. Some banks also have ATMs in other locations

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such as retail and grocery stores and some businesses provide ATMs for

their customers and charge a small processing fee.

Deposits

Another advantage of an automated teller machine is that you can make

deposits into your bank account through them as well. You can make

cash and check deposits, and some banks do not require submitting a

deposit slip with your transaction. Some ATMs allow you to get the total

remaining balance of your account on the screen or printed on your

transaction receipt. ATMs at banks sometimes provide customers with

the ability to transfer funds between accounts by using the touch-screen

system, or you can withdraw money from one card and then deposit the

money into a second account using another card.

24-Hour, 365-Day Access to Your Bank Accounts

An ATM card allows you to access all of your bank accounts 24 hours a

day, 365 days per year via any ATM. This means you do not need to

walk into a branch, with its restrictive weekly hours and line-ups, to

take care of your banking needs. Services that you can complete at an

ATM include many of the same services that you would use if you

walked into a bank branch, such as withdrawing cash, transferring

funds, paying bills, ordering checks or depositing funds.

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 International Access to Funds

If your ATM card is attached with the "Plus" or "Cirrus" names, you will

be able easily to withdraw the local currency at any associated ATM

around the world. Withdrawing local currency from an international

ATM can be a more cost effective way to do a currency exchange abroad

compared to exchanging money at a foreign exchange bureau, which

charges high servicing fees. You may need to pay a nominal fee to use

another financial institution's ATM abroad although financial

institutions in certain countries do not charge extra ATM fees, such as

Canada.

Fraud Protection

Your ATM card is protected with the PIN you have chosen for it. Also,

any fraud activity on your ATM card, should it be lost or stolen, is easily

traceable via the ATM network. Not only can your bank or financial

institution quickly look up the location where any funds may be taken

out by someone other than yourself but every ATM vestibule is

equipped with a security camera. Anyone using your card fraudulently

can be traced and identified.

Wider Network of Banking Facilities

You can use the ATM card at any machine within your bank's ATM

network around the country or you can also access your accounts (and

use selective banking services such as withdrawing funds) via domestic

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ATMs operated by other banks or credit unions, for a fee. Automated

teller machines are not only located at financial institutions but you can

also find stand-alone ATMs at select stores, malls and airports. This

means you are never very far away from a location where you can access

the funds in your bank accounts, rather than having to locate your

closest bank branch.

Extended Hours

While your bank may keep normal business hours, the ATM is available

to process transactions 24 hours a day, 365 days per year. This is very

convenient if you need to make a withdrawal or deposit (available at

some ATMs) outside of business hours, or on the weekend. ATMs

ensure that you will always have access to your funds, night and day,

although there may be a withdrawal limit set by your bank. To increase

or remove this limit, contact your bank's customer service center using

the telephone number on the back of your ATM or debit card.

Quick Transaction

ATMs allow customers to avoid long lines inside of the bank. Because

banks typically have multiple ATM machines and most transactions

conducted at the ATM machine are simple withdrawals, you can avoid

long lines by using one.

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 No Paperwork

When making a withdrawal from inside of the bank, you must fill out a

withdrawal slip. Often times you will also need to show proof of ID,

such as a driver's license or passport. When using the ATM, all you need

is your ATM card and PIN number to verify your identity and access

your account.

Increased Privacy

While not anonymous, you can avoid speaking with or allowing a teller

to view the balance of your account. An overdrawn account can be an

embarrassing scenario, especially if you need to check your balance.

Virtually all ATM machines will allow you to check your balance in

private, without the assistance of a teller.

Drive Through

Many bank's ATM machines are located at a drive-through lane for

added convenience. This is very helpful if you are in a hurry and need to

withdraw cash because not only do you not need go into the bank and

wait for a teller to assist you, you don't even exit your vehicle.

Available Anywhere

You can access your account and withdraw cash from any ATM

regardless if your bank operates it. This is especially helpful if you are

on a trip and are short on cash. Simply insert your debit card and enter

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your PIN to make a withdrawal or check your balance. However, you

should always be aware of the fees charged by the ATM and by your

bank for using an ATM not operated by them, as they can be expensive.

ATM machines will typically display the fees imposed prior to

completing the transactions.

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DISADVANTAGES OF ATM

Automated teller machines, or ATMs, are a convenient way to access

your money without having to go into a bank and work with a bank

teller. ATMs give you the opportunity to withdraw and deposit money,

as well as check your balances at the touch of a button. Although ATMs

are convenient, there are disadvantages to using these machines.

In the United States, there are approximately 400,000 automatic (or

automated) teller machines, also known as ATMs. The ATM was

perfected by Luther George Simjian, a New York inventor, who

convinced a city bank in the 1930s that immediate check deposit from

local workers would be an advantage to the bank. The experiment lasted

only six months due to disinterest from the general working population.

The modern ATM was used first in London in 1967, before the use

exploded in the 1980s. Economists speculate that the decline in the

number and use of the machines over the past few years is related to

increased ATM fees.

Security

Unlike bank tellers, ATMs do not require the person performing the

transaction to present a picture identification. Rather, the person must

only insert a bank card and enter a personal identification number. If the

bank card is stolen and the number ascertained, an unauthorized person

can easily access the account.

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 Inability To Perform Complex Transactions

ATMs can only perform relatively basic transactions. This means that

people who need to complete these longer transactions will be forced to

use the teller, restricting use of the ATM for people who need to

complete simple business. In this sense, the ATM Is rather like the

express line in a supermarket--faster for some, but unavailable to others.

Fees

With the advent of ATMs came ATM fees. Not only do banks of which

you are not a member charge fees for the use of their ATMs, but users

are often charged surreptitious fees by their own banks for using other

banks' ATMs--meaning the customer is docked twice for the same

transaction.

Privacy

Unlike banks, in which security guards and tellers are present to ensure

the person performing a transaction receives privacy, there is no such

guarantee when using an ATM. People may try to spy on users as

delicate information appears on the screen, without the user being

aware.

Difficulty of Use

The performance of business at an ATM is generally quicker than that at

a human teller. However, the ATM is incapable of providing

19
personalized instruction to the user in a way that a human teller can.

This can result in longer wait times if the user currently using the

machine is struggling to complete a transaction.

Eating a Card

Occasionally, ATMs will malfunction and swallow a user's ATM card.

The customer will then be directed to contact a service number or their

bank and wait for a repair technician to retrieve this card. While this

happens only rarely, if it occurs on a weekend or at night, the user may

be left to wait for several days before they can again use their card,

something that would not happen with a human cashier.

Privacy

Privacy is not guaranteed because ATM transactions are completed

using a keypad or touch screen. The people standing nearby may be able

to see your personal identification number, or PIN, and account balance

information, making it easier to steal your identity. However, once you

are inside a bank, the account numbers and other personal information

are maintained behind a desk and the information is more secure.

ATM Card

Having a physical ATM card in your possession is a disadvantage. For

one thing, you have to protect the card. If it is lost or stolen, it can be

used by the finder, which can lead to potential losses for you. Another

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problem is the machine taking your card. If you enter the wrong PIN or

the machine malfunctions, your card may disappear into the machine.

Then you may have to order a new card, or wait for the bank to open the

next day.

Overspending

There is a risk of overspending because an ATM gives you access to

your money even after bank hours. If you are an impulse buyer, this is a

major disadvantage and it can cause problems with budgeting. If you do

not have an ATM card, you have to stop and think about the necessity of

the purchase before you make it. However, with the ATM card in hand

and ATMs on almost every corner, you can purchase without thinking,

thus potentially leading to overspending.

Record Keeping Requirements

ATM cards make it possible to overdraft your bank account, so they

require that you keep careful record of your spending. With an ATM

card, it is vital to know what your checking account balance is at all

times. The overdraft fees associated with bank accounts are high enough

that the consequences of over-drafting, even by a small amount, are

quite serious.

Hidden Fees

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Hidden fees seem to be lurking around every corner of the financial

world. If you are not using an ATM that is affiliated with your bank or

credit union, then you will likely have to pay a fee. Although many

banks strive to have conveniently-located ATM machines, using any

ATM machine not associated with your bank can deplete your bank

account balance.

Lost or Stolen Cards

Although there are protections out there for identity theft victims, when

an ATM card is lost or stolen, it can spell disaster for the card owner.

ATM cards can fall into the wrong hands, and be used to rob your

account or make purchases without your knowledge. A thief could use

your ATM card as a credit card by forging your signature, or for online

purchases simply by knowing your card number and expiration date.

Banks do not offer the same protections on ATM cards as credit cards so

check your financial institution for its policy on unauthorized

transactions.

Ease of Overspending

While ATM cards make shopping simple by boiling the process down to

the simple swipe of a card, they also promote overspending. When you

shop with cash, you know instantly where you stand financially and

how much money remains. With a debit or ATM card, it becomes

difficult to monitor how much is being spent and how much money is

22
left until the dreaded card decline or you are hit with an overdraft

charge.

Fraud

The potential for identity theft is a major disadvantage related to

automatic teller machines. Fraudulent card readers, called skimmers, are

placed over the authentic reader to transfer numbers and codes to

nearby thieves. Spy cameras are also used by password voyeurs to

collect access codes. Lost access cards are another potential for fraud.

The Federal Trade Commission states that people are not responsible for

unauthorized use of a card, if it is reported immediately. If the loss is not

noticed immediately, consumers may lose all funds in an account, if

notice is not given before money transfers are made. Incorrect

withdrawals noted on monthly statements must be reported, or else

consumers are responsible for the amounts, even when removed by

fraudulent means, according to the U.S. Federal Trade Commission.

Theft

ATMs are a magnet for easy theft. Robbers are guaranteed cash from

consumers visiting the money machines. Although ATM robberies are

not common (only one attack in every 2.5 million transactions),

according to the California Banking Industry, the U.S. Department of

Justice (DOJ) reports that approximately 15 percent of people attacked

23
and robbed at ATM stations are killed or injured. The DOJ claims the

average loss is between $100 and $200.

Fiscal Planning Issues

As a safety measure, many ATMs list only the deposit or withdrawal

amount and omit the balance from the account. People using an ATM

for frequent banking are not informed of the total amount in the account

when funds are withdrawn or deposited, as opposed to traditional

checking which provides a register to maintain a running account of the

balance. This lack of recording allows some customers to overdraw

accounts, adding penalty charges.

Operation Issues

ATMs located in busy locations may not have adequate funds for busy

holiday weekends when large numbers of people are taking out cash.

Most machines require envelopes to deposit checks and cash, and these

may also be in short supply, preventing customers from depositing

funds. Damaged machines leave the bank client with no alternative

during non-banking hours.

Bank Fees

As bank consolidation continues, fewer companies own ATMs, and they

limit access to automated banking. U.S. Senator John Kerry states that

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two banks, Fleet Bank and BankBoston, operate nearly two thirds of all

the ATMs in New England. This monopoly reduces competition. Kerry

warns that "policy makers should be watchful of the capacity to which

ATM surcharges become more prevalent." Reliance on automatic teller

machines for personal banking means increases in bank fees. Most banks

allow an unlimited number of withdrawals from same system ATMs,

but charge a fee between $2 and $5 for withdrawals from machines

outside the system.

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CHAPTER-6
USE OF ATMS
Cash Withdrawal and Balance Enquiry

In spite of a number of innovative services being made available at

many ATMs, cash withdrawal stills remains the most accessed service

at ATMs. However, the migration of routine bank transactions like

cash withdrawals and balance enquiries from teller counters to ATMs

significantly raises the potential for savings in employee costs and

greater employee focus on value-added revenue-enhancing activities

such as selling other financial products and advisory services to

customers.

Cash /Cheque Deposit

Again, due to the strong cash culture in India, cash deposits are most

likely higher than in other markets, especially cash deposits made by

commercial customers such as retail shopkeepers and those whose

work involves substantial travelling. A high cash withdrawal rate

results in higher ATM servicing costs due to frequent cash

replenishment requirements. Recent developments in ATM technology

have made it possible to recycle cash in ATMs. Currency notes

received as cash deposits are counted; soiled notes separated and

deposited cash dispensed to fulfill withdrawal transactions. However,

regulatory concerns relating to identification of counterfeit notes and

its depositors need to be addressed first.

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ATM with Cheque deposit facility is not picking up in India, like other

countries. One of the reasons is the delay in collection of the cheque

deposited in ATMs. Cheque deposited in ATMs is to be collected and

deposited in the designated branch for collection. Another reason is

the introduction of cheque deposit Kiosks by various Banks especially

Private sector ones. These are kept at each some important

locations/branches where customers can deposit there cheques which

are collected at intervals which may be difficult in ATMs.

Bill Payments

Most utilities have inadequate infrastructure for receiving bill

payments resulting in long queues at collection centres. Hence, bill

payment at ATMs has achieved noticeable acceptance by bank

customers. Most banks provide this service through bi-lateral

arrangements with bill-payment service providers. ATM users register

their water, electricity and telephone utility accounts with banks, check

their dues at ATMs, approve bill payments that are debited to their

bank accounts and receive printed receipts for the transactions. This

service has the effect of improving customer satisfaction for both the

bank as well as the bill-payment service providers. Some Banks ATMs

even accept charitable contributions to Temples.

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Sale of Paper Based Products

ATMs are ideally suited to sell paper-based products and services such

as tickets, wireless phone recharge cards, financial products, etc. The

screen interface allows browsing and customization, access to bank

accounts facilitate payments and printing capabilities produce the

actual product/service.

A number of banks including ICICI Bank, SBI and PNB have ATMs at

Mumbais local railway stations to dispense season tickets to

commuters. Own-bank customers pay no extra charge while other

bank customers pay a fee of Rs. 50 for this extremely useful service of

anytime ticket purchase. Railway season tickets represent a high-

volume mass-appeal product. As technical standards get established

and product/service sellers become aware of the ATM sales channel,

niche-appeal high-margin products like entertainment tickets will join

the fray.

Kiosks

Information Kiosks has been introduced by many Banks and also by

PSUs like Railways, Tourist centers etc. While the revenue-producing

capacity of non-emergency type of information at ATMs as a stand-alone

product is doubtful, many customers may be willing to pay a nominal

fee for information having impulsive demand such as cricket scores

while they wait for their transactions to be processed. To be sure,

providing information, whether priced or free, will appeal to some

28
customers and increase customer satisfaction.

Union Bank has used technology to establish Village Knowledge Centers

(VKCs), which have proved to be a success in the 198 centers, where

they have been set up. VKCs empower the local rural population by

giving them information on various vital inputs such as weather,

fertilizers, prices of crops, etc. The bank is also operating financial

education centers offering counseling at 51 of these VKCs.

Third party advertising

In India, ATM advertising for third-party products is currently not

allowed by Regulatory authorities. However, the wait time at ATMs can

be effectively used by banks to promote their own brands, product and

services. Furthermore, banks can tailor advertising messages based on

customer information easily available in their accounting and CRM

databases. Customer wait-time at ATMs while transactions get

processed, typically between 10 to 25 seconds, has been profitably used

by many banks for their own advertising.

Money Transfers

Indians, who have migrated abroad or to cities, regularly use money

orders and wire transfers to send money to their families back home.

ATM growth, especially in rural India, will capture substantial business

from the expensive wire transfer agents network and the customer-

service lacking postal network. In line with international trends, ATMs

29
can be made capable to dispense printed money orders or initiate wire

transfers against a charge on customers bank accounts. After addressing

regulatory hurdles, these services can even be made available to non-

account holders through cash payments using the currency acceptors

built into ATMs. ATMs can also facilitate the encashment of wire

transfer amounts by allowing even non-account holders to withdraw

cash based on PINs or previously mailed special purpose ATMs card.

Recharge mobile via ATMs

ATMs are also used to recharge mobile phones. Initiated in 2004 by

ICICI Bank, now most ATM/Debit Cardholders are able to recharge their

pre-paid subscriptions of most mobile service providers from anywhere

in the country using their banks ATMs or by sending a SMS.

The amount for recharging the mobile phone would be debited from the

subscribers Bank account and the subscription would be directly

recharged accordingly. The mobile top-up facility provides convenience

on ATMs and through mobiles phones through sms.

30
CHAPTER-7
SECURITY
Early ATM security focused on making the ATMs invulnerable to

physical attack; they were effectively safes with dispenser mechanisms.

A number of attacks on ATMs resulted, with thieves attempting to steal

entire ATMs by ram-raiding.

Modern ATM physical security concentrates on denying the use of the

money inside the machine to a thief, by means of techniques such as dye

markers and smoke canisters. This change in emphasis has meant that

ATMs are now frequently found free-standing in places like shops,

rather than mounted into walls.

Another trend in ATM security leverages the existing security of a retail

establishment. In this scenario, the fortified cash dispenser is replaced

with nothing more than a paper-tape printer. The customer requests a

withdrawal from the machine, which dispenses no money, but merely

prints a receipt. The customer then takes this receipt to a nearby sales

clerk, who then exchanges it for cash from the till.

ATM transactions are usually encrypted with DES but most transaction

processors will require the use of the more secure Triple DES by 2005.

There are also many "phantom withdrawals" from ATMs, which banks

often claim are the result of fraud by customers. Many experts ascribe

phantom withdrawals to the criminal activity of dishonest insiders. Ross

31
Anderson, a leading cryptography researcher, has been involved in

investigating many cases of phantom withdrawals, and has been

responsible for exposing several errors in bank security.

There have also been a number of incidents of fraud where criminals

have used fake machines or have attached fake keypads or card readers

to existing machines. These have then been used to record customers'

PINs and bank account details in order to gain unauthorized access to

their accounts.

A bank is always liable when a customer's money is stolen from an

ATM, but there have been complaints that banks have made it difficult

to recover money lost in this way.

In some cases, bank fraud occurs at ATMs whereby the bank

accidentally stocks the ATM with bills in the wrong denomination,

therefore giving the customer more money than should be dispensed.

Individuals who unknowingly use such ATMs are probably never tried,

but those who withdraw a second time are usually prosecuted.

32
CHAPTER-8
FRAUD

As with any device containing objects of value, ATMs and the systems

they depend on to function are the targets of fraud. Fraud against ATMs

and people's attempts to use them takes several forms.

The first known instance of a fake ATM was installed at a shopping mall

in Manchester, Connecticut in 1993. By modifying the inner workings of

a Fujitsu model 7020 ATM, criminal gangs known as The Backlands

Boys were able to steal information from cards inserted into the machine

by customers.

WAVY-TV reported an incident in Virginia Beach of September 2006

where a hacker who had probably obtained a factory-default admin

password for a gas station's white label ATM caused the unit to assume

it was loaded with $5 USD bills instead of $20s, enabling himselfand

many subsequent customersto walk away with four times the money

they wanted to withdraw. This type of scam was featured on the TV

series The Real Hustle.

ATM behavior can change during what is called "stand-in" time, where

the bank's cash dispensing network is unable to access databases that

contain account information (possibly for database maintenance). In

order to give customers access to cash, customers may be allowed to

withdraw cash up to a certain amount that may be less than their usual

daily withdrawal limit, but may still exceed the amount of available

money in their accounts, which could result in fraud if the customers

33
intentionally withdraw more money than what they had in their

accounts.

Card fraud
In an attempt to prevent criminals from shoulder surfing the

customer's Personal Identification Number (PIN), some banks draw

privacy areas on the floor.

For a low-tech form of fraud, the easiest is to simply steal a customer's

card along with its PIN. A later variant of this approach is to trap the

card inside of the ATM's card reader with a device often referred to as

a Lebanese loop. When the customer gets frustrated by not getting the

card back and walks away from the machine, the criminal is able to

remove the card and withdraw cash from the customer's account, using

the card and its PIN.

This type of ATM fraud has spread globally. Although somewhat

replaced in terms of volume by ATM skimming incidents, a re-

emergence of card trapping has been noticed in regions such as Europe

where EMV Chip and PIN cards have increased in circulation.

Another simple form of fraud involves attempting to get the customer's

bank to issue a new card and its PIN and stealing them from their mail.

By contrast, a newer high-tech method of operating sometimes

called card skimming or card cloning involves the installation of a

magnetic card reader over the real ATM's card slot and the use of a

wireless surveillance camera or a modified digital camera or a false PIN

34
keypad to observe the user's PIN. Card data is then cloned into a

duplicate card and the criminal attempts a standard cash withdrawal.

The availability of low-cost commodity wireless cameras, keypads, card

readers, and card writers has made it a relatively simple form of fraud,

with comparatively low risk to the fraudsters.

In an attempt to stop these practices, countermeasures against card

cloning have been developed by the banking industry, in particular by
the use of smart cards which cannot easily be copied or spoofed by
unauthenticated devices, and by attempting to make the outside of their
ATMs tamper evident. Older chip-card security systems include the
French Carte Bleue, Visa Cash, Mondex, Blue from American Express
and EMV '96 or EMV 3.11. The most actively developed form of smart
card security in the industry today is known as EMV 2000 or EMV 4.x.
EMV is widely used in the UK (Chip and PIN) and other parts of
Europe, but when it is not available in a specific area, ATMs must
fallback to using the easytocopy magnetic stripe to perform
transactions. This fallback behaviour can be exploited. However the
fallback option has been removed on the ATMs of a couple of UK banks,
meaning if the chip is not read, the transaction will be declined.
Card cloning and skimming can be detected by the implementation of
magnetic card reader heads and firmware that can read a signature
embedded in all magnetic stripes during the card production process.
This signature known as a "MagnePrint" or "Blueprint" can be used in
conjunction with common two factor authentication schemes utilized in
ATM, debit/retail point-of-sale and prepaid card applications.

35
CHAPTER-9
ATM Card Problems

ATM cards can have several problems.

ATM cards are a large part of the modern banking world. These cards

provide a safer way to use money from your personal account without

using a check or carrying around large amounts of cash. However, there

are also potential problems associated with ATM cards. Knowing what

they are will help ATM-card owners avoid problems with their cards.

1. Types

There are three main problems with ATM cards. The first is ATM fraud.

This occurs when someone obtains your ATM card number and

personal identification number, or PIN. Even with the maximum

security measures, it is possible for someone to obtain that information.

Dropping your card will also increase chances of theft.

Another problem that can occur with ATM cards occurs at the ATM

machine. The card can get eaten, or the ATM might give you the wrong

amount of cash.

There can also be errors between ATM cards and the banking

information, such as discrepancies between when a transaction was

made and when money was posted to the account.

36
2. Significance

ATM cards have become a large part of everyday banking for many

people. Because of this, ATM cards present a fairly high risk for fraud.

This makes it extremely important to keep an eye on your transactions,

save receipts, and notify the bank immediately if there are any fishy

transactions on your account.

3. Warning

Keeping your ATM card information safe is largely your responsibility.

Although most banks will refund fraudulent charges, some might

charge a fee for reports made after a certain time period. It is important

to check your ATM balance at least once a week.

At some ATM machines, fake card readers or number pads have been

placed over the real ATM machine. When you slide your card through

one of these machines, the information is sent to someone who reads it

and can steal your card information. It can be nearly impossible to spot

these readers. If you suspect that an ATM has a fake number pad or fake

card reader, do not use it, and notify your bank and the ATM's bank

immediately.

4. Time Frame

Most ATM problems will be identifiable within 24 hours. Most banks

keep account updates in real time. If you have an online account it is

37
easy to check the balance of the card every day. Resolution of a problem

takes much longer. However, most problems should be resolved in one

month or less.

5. Solution

Use your ATM card at ATM locations for your bank only. Do not give

your ATM card number to anyone, and never give out your PIN--even

to family members. Check your card balance frequently, and notify your

bank as soon as possible if you have any problems with the card

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CHAPTER-10

FINANCIAL NETWORK

Most ATMs are connected to interbank networks, enabling people to

withdraw and deposit money from machines not belonging to the bank

where they have their accounts or in the countries where their accounts

are held (enabling cash withdrawals in local currency). Some examples

of interbank networks

include NYCE, PULSE, PLUS, Cirrus, AFFN, Interac,Interswitch, STAR,

LINK, MegaLink and Banc Net.

ATMs rely on authorization of a financial transaction by the card issuer

or other authorizing institution via the communications network. This is

often performed through an ISO 8583 messaging system.

Many banks charge ATM usage fees. In some cases, these fees are

charged solely to users who are not customers of the bank where the

ATM is installed; in other cases, they apply to all users.

In order to allow a more diverse range of devices to attach to their

networks, some interbank networks have passed rules expanding the

definition of an ATM to be a terminal that either has the vault within its

footprint or utilizes the vault or cash drawer within the merchant

establishment, which allows for the use of a scrip cash dispenser.

ATMs typically connect directly to their host or ATM Controller via

either ADSL or dial-up modem over a telephone line or directly via a

leased line. Leased lines are preferable to plain old telephone

39
service (POTS) lines because they require less time to establish a

connection. Less-trafficked machines will usually rely on a dial-up

modem on a POTS line rather using a leased line, since a leased line may

be comparatively more expensive to operate versus a POTS line. That

dilemma may be solved as high-speed Internet VPN connections become

more ubiquitous. Common lower-level layer communication protocols

used by ATMs to communicate back to the bank

include SNA over SDLC, TC500 over Async, X.25, and TCP/IP

over Ethernet.

In addition to methods employed for transaction security and secrecy,

all communications traffic between the ATM and the Transaction

Processor may also be encrypted via methods such as SSL.

40
CHAPTER -11

GLOBAL USE OF ATM

There are no hard international or government-compiled numbers

totaling the complete number of ATMs in use worldwide. Estimates

developed by ATMIA place the number of ATMs in use currently at

over 2.2 million, or 1 ATM per around over 3000 people in the world.

For the purpose of analyzing ATM usage around the world, financial

institutions generally divide the world into seven regions, due to the

penetration rates, usage statistics, and features deployed. Four regions

(USA, Canada, Europe, and Japan) have high numbers of ATMs per

million people. Despite the large number of ATMs, there is additional

demand for machines in the Asia/Pacific area as well as in Latin

America. ATMs have yet to reach high numbers in the Near East and

Africa.

One of The world's most northerly installed ATMs is located

at Longyearbyen, Svalbard, Norway.

The world's most southerly installed ATM is located at McMurdo

Station, Antarctica.

While India claims to have the world's highest installed ATM at Nathu

La Pass, India installed by the Union Bank of India at 4310 metres, there

are higher ATMs installed in Nagchu County, Tibet at 4500 metres by

the Agricultural Bank of China.

41
Israel has the world's lowest installed ATM at Ein Bokek at the Dead

Sea, installed independently by a grocery store at 421 meters below sea

level.

While ATMs are ubiquitous on modern cruise ships, ATMs can also be

found on some US Navy ships.

42
CHAPTER-12
HARDWARE AND SOFTWARE

HARDWARE

a record of their transaction)

Vault (to store the parts of the machinery requiring restricted access)
Housing (for aesthetics and to attach signage to)
Due to heavier computing demands and the falling price of Personal
Computer-like architectures, ATMs have moved away from custom
hardware architectures using microcontrollers and/or application-
specific integrated circuits to adopting the hardware An ATM is
typically made up of the following devices:

CPU (to control the user interface and transaction devices)

Magnetic and/or Chip card reader (to identify the customer)
PIN Pad (similar in layout to a Touch tone or Calculator keypad),
often manufactured as part of a secure enclosure.
Secure crypto processor, generally within a secure enclosure.
Display (used by the customer for performing the transaction)
Function key buttons (usually close to the display) or a Touch
screen (used to select the various aspects of the transaction)
Record Printer (to provide the customer with architecture of a Personal
Computer, such as, USB connections for peripherals, Ethernet and IP
communications, and use personal computer operating systems.
Although it is undoubtedly cheaper to use commercial off-the-
shelf hardware, it does make ATMs potentially vulnerable to the same
sort of problems exhibited by conventional Personal Computers.
Business owners often lease ATM terminals from ATM service
providers.
The vault of an ATM is within the footprint of the device itself and is
where items of value are kept. Scrip cash dispensers do not incorporate a
vault.
Mechanisms found inside the vault may include:

43
 Dispensing mechanism (to provide cash or other items of value)
Deposit mechanism including a Check Processing Module and Bulk
Note Acceptor (to allow the customer to make deposits)
Security sensors (Magnetic, Thermal, Seismic, gas)
Locks: (to ensure controlled access to the contents of the vault)
Journaling systems; many are electronic (a sealed flash memory
device based on in-house standards) or a solid-state device (an actual
printer) which accrues all records of activity including access
timestamps, number of notes dispensed, etc. - This is considered
sensitive data and is secured in similar fashion to the cash as it is a
similar liability.
ATM vaults are supplied by manufacture, regulatory requirements,
ATM type, operator risk avoidance practices and internal volume
requirements. Industry standard vault configurations
include Underwriters Laboratories UL-291 "Business Hours" and Level 1
Safes, RAL TL-30 derivatives, and CEN EN 1143-1 - CEN III and CEN
IV.
ATM manufacturers recommend that an ATM vault be attached to the
floor to prevent theft. Though there is a record of a theft conducted by
tunneling into an ATM floor.

SOFTWARE
With the migration to commodity Personal Computer hardware,
standard commercial "off-the-shelf" operating systems, and
programming environments can be used inside of ATMs. Typical
platforms previously used in ATM development include RMX or OS/2.
Today the vast majority of ATMs worldwide use a Microsoft Windows
OS, primarily Windows XP Professional or Windows XP Embedded. A
small number of deployments may still be running older versions of
Windows OS such as Windows NT, Windows CE, or Windows 2000.
There is a computer industry security view that general public desktop
operating systems have greater risks as operating systems for cash
dispensing machines than other types of operating systems like

44
(secure) real-time operating systems (RTOS). RISKS Digest has many
articles about cash machine operating system vulnerabilities.
Linux is also finding some reception in the ATM marketplace. An
example of this is Banrisul, the largest bank in the south of Brazil, which
has replaced the MS-DOS operating systems in its ATMs with
Linux. Banco do Brasil is also migrating ATMs to Linux.
Common application layer transaction protocols, such as Diebold 91x
(911 or 912) and NCR NDC or NDC+ provide emulation of older
generations of hardware on newer platforms with incremental
extensions made over time to address new capabilities, although
companies like NCR continuously improve these protocols issuing
newer versions (e.g. NCR's AANDC v3.x.y, where x. y are subversions).
Most major ATM manufacturers provide software packages that
implement these protocols. Newer protocols such as IFX have yet to find
wide acceptance by transaction processors.
With the move to a more standardized software base, financial
institutions have been increasingly interested in the ability to pick and
choose the application programs that drive their equipment.WOSA/XFS,
now known as CEN XFS (or simply XFS), provides a common API for
accessing and manipulating the various devices of an ATM. J/XFS is a
Java implementation of the CEN XFS API.
While the perceived benefit of XFS is similar to the Java's "Write once,
run anywhere" mantra, often different ATM hardware vendors have
different interpretations of the XFS standard. The result of these
differences in interpretation means that ATM applications typically use
a middleware to even out the differences between various platforms.
With the onset of Windows operating systems and XFS on ATM's, the
software applications have the ability to become more intelligent. This
has created a new breed of ATM applications commonly referred to as
programmable applications. These types of applications allows for an
entirely new host of applications in which the ATM terminal can do
more than only communicate with the ATM switch. It is now
empowered to connect to other content servers and video
banking systems.

45
Notable ATM software that operates on XFS platforms include Triton
PRISM, Diebold AngelisEmpower, NCR APTRAEdge, Absolute
Systems Absolute INTERACT, KAL Kainite, Phoenix Interactive
VISTAatm, and Wincor NixdorfProTopas.
With the move of ATMs to industry-standard computing environments,
concern has risen about the integrity of the ATM's software stack.
Transactional secrecy and integrity
The security of ATM transactions relies mostly on the integrity of the
secure crypto processor: the ATM often uses general commodity
components that sometimes are not considered to be "trusted systems".
Encryption of personal information, required by law in many
jurisdictions, is used to prevent fraud. Sensitive data in ATM
transactions are usually encrypted with DES, but transaction processors
now usually require the use of Triple DES. Remote Key Loading
techniques may be used to ensure the secrecy of the initialization of the
encryption keys in the ATM. Message Authentication Code (MAC)
or Partial MAC may also be used to ensure messages have not been
tampered with while in transit between the ATM and the financial
network.
Alternative uses
Although ATMs were originally developed as just cash dispensers, they
have evolved to include many other bank-related functions. In some
countries, especially those which benefit from a fully integrated cross-
bank ATM network (e.g.: Multibanco in Portugal), ATMs include many
functions which are not directly related to the management of one's own
bank account, such as:

Deposit currency recognition, acceptance, and recycling

Paying routine bills, fees, and taxes (utilities, phone bills, social
security, legal fees, taxes, etc.)
Printing bank statements
Updating passbooks
Loading monetary value into stored value cards
Adding pre-paid cell phone / mobile phone credit.

46
 Purchasing
Postage stamps.

Lottery tickets

Train tickets

Concert tickets

Movie tickets

Shopping mall gift certificates.

Gold - "In London last week [in 2011] some smart businessmen
launched the countrys first gold ATM. Stick in your debit card or
some cash, and the machine will swap your plastic or paper
money for a small bar of the real stuff."
Games and promotional features
Fast loans
CRM at the ATM
Donating to charities
Cheque Processing Module
Paying (in full or partially) the credit balance on a card linked to a
specific current account.
Transferring money between linked accounts (such as transferring
between checking and savings accounts)
Increasingly banks are seeking to use the ATM as a sales device to
deliver pre approved loans and targeted advertising using products
such as ITM (the Intelligent Teller Machine) from Aptra Relate from
NCR. ATMs can also act as an advertising channel for companies to
advertise their own products or third-party products and services.
In Canada, ATMs are called guichets automatiques in French and
sometimes "Bank Machines" in English. The Interact shared cash
network does not allow for the selling of goods from ATMs due to
specific security requirements for PIN entry when buying
goods. CIBC machines in Canada are able to top-up the minutes on
certain pay as you go phones.
Manufacturers have demonstrated and have deployed several different
technologies on ATMs that have not yet reached worldwide acceptance,
such as:

47
 Biometrics, where authorization of transactions is based on the
scanning of a customer's fingerprint, iris, face, etc. Biometrics on
ATMs can be found in Asia.
Cheque/Cash Acceptance, where the ATM accepts and recognize
cheques and/or currency without using envelopes Expected to grow
in importance in the US through Check 21legislation.
Bar code scanning
On-demand printing of "items of value" (such as movie
tickets, traveler's cheques, etc.)
Dispensing additional media (such as phone cards)
Co-ordination of ATMs with mobile phones
Customer-specific advertising
Integration with non-banking equipment

48
CHAPTER-13

RELIABILITY

Before an ATM is placed in a public place, it typically has undergone

extensive testing with both test money and the backend computer

systems that allow it to perform transactions. Banking customers also

have come to expect high reliability in their ATMs, which provides

incentives to ATM providers to minimize machine and network failures.

Financial consequences of incorrect machine operation also provide high

degrees of incentive to minimize malfunctions.

ATMs and the supporting electronic financial networks are generally

very reliable, with industry benchmarks typically producing 98.25%

customer availability for ATMs and up to 99.999% availability for host

systems that manage the networks of ATMs. If ATM networks do go out

of service, customers could be left without the ability to make

transactions until the beginning of their bank's next time of opening

hours.

This said, not all errors are to the detriment of customers; there have

been cases of machines giving out money without debiting the account,

or giving out higher value notes as a result of

incorrect denomination of banknote being loaded in the money

cassettes. The result of receiving too much money may be influenced by

the card holder agreement in place between the customer and the bank.

49
Errors that can occur may be mechanical (such as card transport

mechanisms; keypads; hard disk failures; envelope deposit

mechanisms); software (such as operating system; driver;

application); communications; or purely down to operator error.

To aid in reliability, some ATMs print each transaction to a roll paper

journal that is stored inside the ATM, which allows both the users of the

ATMs and the related financial institutions to settle things based on the

records in the journal in case there is a dispute. In some cases,

transactions are posted to an electronic journal to remove the cost of

supplying journal paper to the ATM and for more convenient searching

of data.

Improper money checking can cause the possibility of a customer

receiving counterfeit banknotes from an ATM. While bank personnel are

generally trained better at spotting and removing counterfeit cash, the

resulting ATM money supplies used by banks provide no guarantee for

proper banknotes, as the Federal Criminal Police Office of Germany has

confirmed that there are regularly incidents of false banknotes having

been dispensed through bank ATMs. Some ATMs may be stocked and

wholly owned by outside companies, which can further complicate this

problem. Bill validation technology can be used by ATM providers to

help ensure the authenticity of the cash before it is stocked in an ATM;

ATMs that have cash recycling capabilities include this capability.

50
CHAPTER-14

CONCLUSION

World is changing fast. The process of globalization has taken

everything in its fold. New ideas and new economic thinking are taking

over the world. Technology is considered to be the prime factor in

leading the change. Technology is very dynamic force. It is changing the

competitive landscape of the financial services and banking industry. It

is influencing the way their products and services are sold and

delivered.

The banking industry has emerged as one of the driving forces behind

the development of information based technologies. It has made

significant progress in recapitalizing systems, in eliminating problem

assets from balance sheet in improving supervisory and regulatory

framework day to day transactions in banks are automated which

better service in processing transactions. Better customer is provided

using. IT aided developments such as introduction of ATM. The uses of

ATM have been done by everyone today. It has become a new lifeline

for the people in every country to remove money. The following graph

shows the usages of ATM in the India. As compare to India the ATM

usages in U.S is high.

51
ATM USAGES IN INDIA

ATM USAGES IN U.S

52
CHAPTER-15

BIBLIOGRAPHY

www.google.com
www.scrbid.com

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