Service Management Digital Services

MR.T.SOMASUNDARAM
ASSISTANT PROFESSOR
DEPARTMENT OF MANAGEMENT STUIDES
KRISTU JAYANTI COLLEGE (AUTONOMOUS)
BENGALURU1Unit 5 – Digital Services

UNIT 5UNIT 5
DIGITAL SERVICESDIGITAL SERVICES
Online banking; Meaning,
Functions and Online
Transactions; Online insurance
services; Nature and procedure;
online income tax services; nature
and procedure of paying income
tax online; Online utility payment
services. 2Unit 5 – Digital Services

 A system of banking in which customers can view
their account details, pay bills, and transfer money
by means of the internet.
 The remote delivery of new and traditional banking
products and services through electronic delivery
channels.
3Unit 5 – Digital Services

Types of Online Banking :
1. ATMs:
ATM is a cash rending teller machine which –
* operates 24 X 7 hours a week.
* enables customer to withdraw / deposit money from his
account.
* user friendly, computer driven system.
* menu driven system.
Some of its characteristics are –
i) ATMs are electronic terminals that allow customers to do
banking.
ii) ATMs are two types – machines installed on bank premises
and ATMs erected at public places.

iii) RBI license is required to install an offsite ATM and not
for onsite ATMs.
iv) Most of the malls, universities, airports, railway station
and petrol pumps have offsite ATMs.
v) It can be accessed by customer by using ATM card with
Unique Personal Identification number (PIN).
vi) Commercial banks have own ATMs and allow their
customers access to money outside banking hours.
vii) Shared payment network arrangements allow
participating banks to issue universal cards that used on e-
banking services.
viii) Cash withdrawals are restricted to certain amounts as
fixed by bank.
ix) Cash dispensation from ATM restricted to certain
5

x) ATMs can perform restricted no. of functions like –
* cash dispensing, generating account statement.
* request for cheque book, cash / cheque deposits.
* payment of utility bills like electricity / telephone bills.
* credit card payments.
2. Internet Banking:
- it is an online banking service from home or remote
locations which permits account holder to access his
account by computer from home.
Some of the features are –
i) Customer has access to his account online via internet.
ii) Account can accessed by account holder using customer no
and password.

iii) Internet banking can be used by customer to –
* ascertain his account balance.
* transfer amounts from one account to another.
* arrange for issue of cheque / cheque book / draft.
* make payments, make a fixed deposit.
* request for statement of accounts.
* for using internet banking, customer requires PC, internet
connection, etc.
iv) It can’t be used for cash withdrawals.
v) Confidentiality issue in internet banking.
vi) Integrity of system is extremely important.
vii) Transaction instructions are issued, which is difficult to
repudiate them.

3. Mobile banking:
- it takes the bank near the customer and that services enable the
customer to transact banking at nearby place.
It done in 2 ways –
a) Mobile vans with or without computerized banking system:
- the mobile van of bank moves from place to place on
designated routes and it provide following functions:
* cash / cheque deposits.
* cash withdrawals and pass book update.
* Draft issue, cheque collection, cheque book issue.
b) ATM on ship or airliner:
- mobile service introduced to meet specific travel needs of
customers (E.g.) currency exchanges, acceptance of debit /
credit cards payment with central data base with navigational
system of aircraft / ship. 8Unit 5 – Digital Services

4. Tele – banking:
- it is facility offered to customers by dialing a toll free
number, seek information from anywhere at anytime.
- it is to establish identity of person calling, operator at call
centre seek information form customer like DOB, telephone
no, billing address, etc.
It includes –
* balance enquiry, request of cheque book, statement.
* payment of bill and credit card payments.
5. Doorstep Banking:
- it is carried through bank employees or through their
authorized agents.
- they charge fee or commission for such services.

The service offered at doorstep of customers are –
* cash and instruments pick up. Delivery of demand drafts.
* delivery of cash against cheques received at counter.
Due to risk in doorstep, it is important that –
i) Bank enters agreement with customer that no financial or
legal liability attach to bank.
ii) Bank should prominently indicate on brouchures about
door step banking charges.
iii) Service is available only for KYC.
iv) Service is offered at either office or residence.
The delivery process of doorstep banking includes –
a) Cash collected from customer must acknowledge by
receipt.
b) Cash collected should be credited to customer’s account. 10

 Payment of Bills.
 Transfer of Services.
 Credit Card Payment.
 Balance Enquiry.
 Recharging your prepaid phone.
 Shopping.
 Reservation of Tickets.
 Demand Draft.

Step 1: Make sure your computer is connected
to the Internet.
Step 2: Go to your bank’s website.
For security reasons, don’t click on a link to your bank sent to
you in an email – emails with links to fake websites are a
classic ploy of criminals trying to steal your identity.
12

Step 3: Once you’re on your bank’s website you’ll see a
button or other icon labelled ‘Log on to Internet banking’ or
something similar (the terminology varies from bank to bank)
Click on this icon. It will take you to a login page.
Step 4: Login to your Internet account.
- It generally requires you to enter your registration number
or login ID.
- You will also have to enter your
password – either by typing it in, or by
clicking on letters and
numbers onscreen.

Step 5: Once you’ve got online access to your accounts you’ll see
the different types of transactions that you can perform. Usually on
the left side of the screen there will be a list of functions. Click on a
function to open it.
(E.g.) if you want to transfer funds, click on the button or icon
labelled ‘Transfers’ or something similar. You’ll need to complete
the required data.
Remember – make sure that you have the right
BSB (Bank State Branch ) code and account number for the
beneficiary of the transfer, as this is the information that the bank
will use to process the transfer. 15Unit 5 – Digital Services

Step 6: Once you’ve finished your Internet banking,
be sure to log out from your account.
- Most banks also have in place a ‘time-out’ feature,
which means that if you’re inactive for a certain
period in your Internet banking session, you’ll
automatically be logged out.

Advantages of Online banking:
1. Round the clock banking – e-banking facilities performing
basic banking transactions globally (i.e.) worldwide 24
hours and 7 days a week.
2. Convenient banking – it increase the customer’s
convenience. Customer can perform basic banking
transactions sitting at their office or home through PC or
laptop.
3. Low cost banking (service) – operational costs and
transactional costs have come down due to technology
adoption.
4. Profitable banking – increased speed of response to
customer requirement under e-banking enhance customer
satisfaction and it leads to higher profits.

5. Low cost banking (establishment) – bride and mortar
structure of banking gets converted into click and portal
banking. It have access to a greater number of potential
customers without commitment costs.
6. Quality banking – it opens new vistas for providing
efficient, economic and quality service to customers.
7. Speed banking – increase speed of response to customer
requirement under banking lead to greater customer
satisfaction.
8. Service banking – it creates basic infrastructure for the
banks to embark cash management in new fields like e-
commerce, EDI, etc.

Hurdles in online banking services:
1. Start – Up cost. (internet cost, H/W, S/W cost, website cost,
setting up cost, etc)
2. Training and Maintenance. (training cost, retraining cost of
skilled manpower, maintenance cost of equipment)
3. Lack of Skilled personnel. (scarcity of web developers,
availability of professional, technology)
4. Security. (modification of data, data or network resources,
fraud waste, abuse, distortion of information, etc)
5. Legal issues. (legal framework for banking transactions, e-
banking activities)
6. Restricted client and Technical problems. (target client is
restricted to use online service, modem connections, etc)
7. Restricted Business. (restrictions in transactions, mail and
distribution costs, etc) 19

Online Banking Transfer Function:
“Remittance means sending or remitting of money from
one place to another place. Money can be sent either
physically or by an order in writing. Physical transfer of
money is called as cash remittance while later is called as
non physical transfer of funds.”
a) Intra bank transfer: The transfer of funds -
i) by a customer from one branch to another branch of
same bank in his own account.
ii) by a customer from one bank branch to another branch in
someone else’s name known as intra bank transfer.
b) Interbank transfer:
- transfer of funds from one customer to another when both
the banks are located at same center done by free of cost.

c) Cross border funds transfers:
- remittance of funds may happen between two banks
located in two different countries.
- it involve foreign exchange and such transactions are
governed by foreign exchange regulations of transferor and
transferee countries.
- international agencies like SWIFT (Society for Worldwide
International Financial Transfer) are used for safe, secure
and speedy transfer of funds electronically.
Methods of fund transfer:
i) Mail transfer – it is provided that recipient has account in
same or different branch of same bank located in same or
different city.
- sender should submit the beneficiary name, amount
21

ii) Telegraphic transfer – the bank may be requested for
telegraphic transfer on payment of nominal charges and
telegram charges, if customer has to send money urgently.
iii) Electronic transfer – it is electronic transfer of money
from one bank account to another, within single or multiple
institutions through computer based systems.
(E.g.) cardholder initiated transactions using payment card
such as credit or debit card, direct deposit payment, direct
debit payments, wire transfer through international
banking, electronic bill payment.
iv) Bank draft – it provide another mode of transfer of
money from one account to another at different centre.
- it is negotiable instrument payable to certain person or
drawn by one branch of bank on another branch of same
bank or specific bank. 22

Cards:
- there are several cards issued to customers to facilitate
banking activities.
- cards are in plastic about 85.5 cm by 5.5 cm in size.
- holder name & unique no, expiry date will be on card.
Cards are –
a) Smart Card – cash card or electronic pursue, which is pre
– paid card with option for giving debit or credit.
The various functions of card are – draw cash, check
statement, quick and easy payment, fund transfer, etc.
b) Credit Card – it is an instrument of payment which allows
its holder to buy goods and services on credit and pay at
fixed intervals through card issuing agency.

Features of Credit Card:
- allows its holder to buy goods and services on credit.
- guarantee payment to vendor against sales voucher.
- name and unique no embossed on card.
- holder pays for credit at fixed intervals without
interest.
- it is used for purpose of obtaining cash from branches
of issuing banks.
Process of credit card operations:
- customer applies to bank and gets card.
- bank and vendors enter into agreement for credit and
payment.

- customer makes purchases and signs on sales voucher.
- vendor send detailed vouchers to bank.
- bank settles the claims of seller.
- bank send detailed credit information to customer.
- customer makes a payment for purchases.
Benefits:
- cardholder no need to carry large cash for purchasing.
- helpful in emergency, enjoys 3 weeks of free credit.
- cardholder enjoys credit with minimum formalities.
- he has convenience for making single payment for
multiple purchases.
- statement of expenses sent by bank act as proof of
sending.

c) Debit cards – it is also a payment card used to obtain cash
form ATM, goods and services automatically debiting
deposit account of customer.
Advantages:
- save customer from risk.
- quick and easy method of transacting purchases.
- used to withdraw cash.
- it is limited to availability of funds in customer’s bank
account.
Types of Debit cards:
i) Debit cards with PIN (personal identification No) issued by
master card in association with citi bank.
ii) Signature based debit cards being issued by VISA
International in Association with HDFC bank. 26Unit 5 – Digital Services

d) SWIFT – it allows members worldwide to exchange
information among each other electronically and its service
are effective, reliable and secure.
- it transmit messages through high speed communication
channels.
- Computer based terminal (CBT) installed at Overseas
branch, Mumbai and 27 public sector banks are members of
SWIFT.
e) Home banking – it is extended version of tele banking
where customer is able to access his branch account from
his home.
- online banking facilities including normal transaction can
handled with this arrangement.

Electronic Fund transfer – money transfer services from one
account to another account both intra and inter through
electronic mode.
- it is improvement over other existing money transfer
instruments like Demand drafts, mail transfer, etc.
The EFT operates in –
- customer file EFT application and provide details of
beneficiary like his name, bank, address, account no.
- remitting bank sends a duplicate EFT application to its service
branch.
- service branch prepares EFT data file in software provided by
RBI.
- vouchers / files are sorted bank wise in RBI centres on Day 1.
- receiving bank credits beneficiary account on Day 2.
- acknowledge of receipt along with confirmation.

g) Real time gross settlement (RTGS) – interbank fund
transfer classified into –
i) Batch Mode (Net) System – the transmission, processing
and settlement is done for a set of transactions at particular
point of time. (E.g.) EFT system.
ii) Real time (Gross) system – gross settlement system in
which both the processing and settlement take place
simultaneously and continuously. (E.g.) RTGS.
RTGS enables fund transfer on basis to –
- minimize cost of transfer, maximize benefits.
- increase velocity of funds flow both inter and intra city.
- reduce credit risk, increase transparency of payments.
- better liquidity management.

Features of RTGS:
- it is maintained and operated by RBI.
- both processing and final settlement of fund transfer
instructions take place.
- customer message along with payment message sent to
beneficiary bank.
- transmission and processing of transaction takes place
throughout RTGS business hours.
- remitting bank supply following information on fund transfer
like name of beneficiary, account no, bank name & address,
IFSC code.
- beneficiary bank gets funds in real time.
- receiving bank is expected to credit the customer’s account
immediately.
- minimum amount that can remitted through RTGS is 1 lakh.

Introduction:
Insurance is a form of risk management primarily
used to hedge against the risk of a contingent,
uncertain loss.
Insurance is nothing but a system of spreading the
risk of one onto the shoulders of many.

Definition:
“Insurance is a co-operative device to spread the loss
caused by a particular risk over a number of persons who are
exposed to it and who agree to insure themselves against the
risk.”
“Insurance is a contract in which a sum of money is
paid to the assured as consideration of insurer’s incurring the
risk of paying a large sum upon a given contingency.”

Evolution of Insurance Sector in India:
Some of the important milestones in the Life Insurance
business in India are:
 1818 – Oriental Life Insurance Company, the first life
insurance company on Indian soil started functioning.
 1870 – Bombay Mutual Life Assurance Society, the 1st
Indian Life insurance company started its business.
 1912 – Indian Life Assurance Companies Act enacted
as 1st
statute to regulate life insurance business.
 1938 – Earlier legislation consolidated and amended to
by Insurance Act with objective of protecting interests
of insuring public.

 1945 – 245 Indian and foreign insurers and provident
societies are taken over by Central Government and
nationalized.
 1972 – 107 general insurers were nationalized through
passing of General Insurance Business Act, 1972.
 Existing 107 insurers were amalgamated and grouped
into five companies, viz, National Insurance Company
(NIC), New India Assurance Company (NIAC),
Oriental Insurance Company (OIC), United India
Insurance Company (UIIC) and General Insurance
Corporation (GIC).
 Insurance industry transformed into monopoly and
public sector insurance industry in India.

Life Insurance:
It is a written contract between the insured and the
insurer, that provides for the payment of the insured sum on
date of maturity of the contact.
General Insurance:
General Insurance or Non – life insurance policies,
including automobile and homeowners policies, provide
payments depending on loss from a particular financial event.
Difference between Life Insurance and General Insurance:
Life is very Long – term in nature – Life Insurance can
cover risks over many decades.
General Insurance cover risks usually for a shorter period
such as one year. (E.g.) Health insurance, Business
Insurance, Automobile, Fire Insurance, etc.

List of Insurance Companies in India:
1. Public Sector:
National Insurance Co Ltd.
New India Assurance Co Ltd.
Oriental Insurance Co Ltd.
United India Insurance Co Ltd.
2. Private Sector:
Bajaj Allianz General Insurance.
ICICI Lombard.
L & T General Insurance.
Tata AIG General.
IFFCO TOKIO.

Products (or) Services of LIC:
Insurance Plans.
Pension Plans.
Health Plans.
Micro Insurance Plans and Special Plans.
Products (Or) Services of SBI Life Insurance Company:
Retirement Plans & Saving Plans.
Child Plans & Protections Plans.
Corporate Solutions Plans.
Group Micro Insurance Plans.
SBI Life E – Shield Plan.
SBI Life E – Wealth Insurance Plan.
Individual Plans
Group Plans
Online Plans

Methods of E – Insurance:
Insurance companies offering services through Internet can be
classified into following categories -
1. Websites:
- every company has homepage providing information about
the company.
- it is passive online versions of company brochures.
2. Product Portals:
- portals are sites that provide a collection of links to sites of
interest.
3. Point of sale products:
- offering insurance products while selling insurable goods
like cars or providing information on health or college
education. 41Unit 5 – Digital Services

4. Intermediate Brokers:
- do not sell insurance products directly but assist clients in
matching their requirements with policies offered by
insurance companies.
5. Reverse Auction:
- client is usually an organization interested in group
insurance and announces its requirements.
6. Aggregators:
- aggregators are sites that compare quotes from different
insurance companies.
- this is often supplemented with general information on
products.

Scope of E - Insurance:
As 22% of insurable population is covered by
insurance companies there is huge scope of insurance
in India.
1. Globalization – international companies are
entering into market to acquire market share.
2. New Entrants – Major entry barrier in financial
services is distribution, which Internet can overcome.
3. Changing needs of Consumers - the Internet may
lead to products becoming more customer - centric.

Benefits of Insurance Services:
Financial stability for household and firms.
Mobilization of Resources and channel savings.
Relieve pressure on Government budget.
Minimization of total risk.
Quality of Work Life.
Increased Social Stability.
Challenges / Problems faced by E – insurance:
Resistance to change.
Lack of technology.
Complex Insurance cycle.
Unique requirements among states and jurisdictions.

Introduction:
The process of electronically filing Income Tax returns
through the Internet is known as e - Filing.
It is mandatory for Companies and firms requiring statutory
audit as per Section 44AB to submit the Income tax returns
electronically.
e – filing is possible with or without digital signature.
All Direct Taxes (E.g.) Income Tax, Corporate Tax, (TDS,
Advance tax, self assessment tax) to be paid online using net
banking facility.
Credit / Debit card facility is yet to be in operation.

Income Tax:
It is written declaration of an Income of an Assessee
earned by him during the previous year and the calculation of
Tax liable to pay on such income.
Declaration is to be made in the Forms as applicable to an
assessee.
Every assessee should quote their correct PAN in the return
of Income.
Provision of Income Tax Act:
Section 139 (1):
Mandatory to file income tax return
- Companies.
- Assessee whose income exceeds the maximum
exempted income limit. 46Unit 5 – Digital Services

Important Sections of the Income Tax Act:
•Return of Losses [Sec 139 (3)].
•Belated Return [Sec 139 (4)].
•Revised Return [Sec 139 (5)].
•Bulk Filing of return [Sec 139 (1A)].
•Issue of Notice [Sec 142 (1)].
Types of e – Filing:
There are three ways to file returns electronically –
Option 1: Use digital signature in which case no paper return is
required to be submitted.
Option 2: File without digital signature in which case ITR – V
form is to filed with the department. This is a single page receipt
cum verification form.
Option 3: File through an e – return intermediary who would do e
– filing and also assist the Assessee file the ITR V Form. 47

Change in Procedure of e - Filing:
50
Type Change
For Digitally signed
returns
No Change
Paper Returns –
Two Step Procedure
After uploading data – Instead of
filing paper return Assessee to file
verification Form called ITR – V
(Combination of acknowledgement
of e – return & Verification).
Paper Returns –
through e-
intermediaries
Unit 5 – Digital Services

e – Filing Process – At a glance:
Select appropriate type of Return Form
Download Return Preparation Software for selected Return
Form.
Fill your return offline and generate a XML file.
Register and create a user id/password
Login and click on relevant form on left panel and select
"Submit Return"
Browse to select XML file and click on "Upload“ button
On successful upload acknowledgement details would be
displayed. Click on "Print" to generate printout of
acknowledgement/ITR-V Form.

e – Filing Process – At a glance:
Incase the return is digitally signed, on generation of
"Acknowledgement" the Return Filing process gets
completed. You may take a printout of the Acknowledgement
for your record.
Incase the return is not digitally signed, on successful
uploading of e-Return, the ITR-V Form would be generated
which needs to be printed by the tax payers. This is an
acknowledgement cum verification form. The tax payer has to
fill-up the verification part and verify the same. A duly
verified ITR-V form should be submitted with the local
Income Tax Office within 15 days of filing electronically.
This completes the Return filing process for non-digitally
signed Returns..

Procedure for Online Income Tax Payment (e – filing):
Step 1: Log on to the official website of Income tax
department
(i.e.) http://www.incometaxindia.gov.in/pages/default.aspx.
Following screen will appear -

Step 2: Choose the button ‘Pay taxes online’.

Step 3: Fill the Challan?
- choose the challan for the tax you wish to pay (E.g.) ITNS
281 for TDS, ITNS 280 for Income Tax, etc.
- assisted with FAQs for making e – payment.

Step 4: What to do after filling the Challan?
- after filling the challan, the taxpayer chooses his bank.
- at the bank website he enters his user id, password, etc. and
completes the transaction.

Step 5: What happens at the Bank Website?
- the transaction is authorized by the Bank.
- Taxpayer receives immediate, confirmed receipt / counterfoil of
challan having a Challan Identification Number (CIN).
- Counterfoil can be printed or saved.
- Taxpayer should quote his Challan Identification Number (CIN)
in his Income Tax Return.

Step 6: Verify Challan Status.
Unit 5 – Digital Services 60

Introduction:
Online Payment or E – payment is any digital financial
payment transaction involving currency transfer between two
or more parties.
Implementation of electronic payment systems is in its
infancy and still evolving.
Electronic payments are far cheaper
than the traditional method of mailing
out paper invoices and then processing
payments received.
Unit 5 – Digital Services 62

Online Payment System:
Online Payment system is a system which helps the customer
or user to make online payment for their shopping.
To transfer money over the Internet.
Methods of Traditional Payment.
- Cheque, Credit card or cash, etc.
Methods of Electronic Payment.
- Electronic cash, Software Wallets, Smart Cards and
Credit / Debit cards.
(E.g.) a) Online Reservation.
b) Online Bill Payment. (EB Bill)
c) Online Order Placing.
d) Online Ticket booking. (Train ticket, Movie, etc.)
63

Two Storage methods:
a) On - line:
Individual does not have possession personally of electronic
cash.
Trusted third party (E.g.) online bank, hold’s customers cash
accounts.
b) Off – line:
Customer holds cash on smart card
or software wallet.
Fraud and double spending
require tamper – proof encryption.

Types of Online Payment System:
1. E – Cash:
•A System that allows a person to pay for goods or services by
transmitting a number from one computer to another.
•Like the serial numbers on real currency notes, the E – cash
numbers are unique.
•This is issued by a bank and represents a specified sum of
real money.
•It is anonymous and reusable.
E – Cash Security:
•Anonymity is preserved unless double spending is attempted.
•Serial numbers can allow tracing to prevent money
laundering.

E – cash Processing:

Advantages of E - Cash:
•E – cash transactions are more efficient and less costly than
other methods.
•The distance that an electronic transaction must travel does
not affect cost.
•The fixed cost of hardware to handle electronic cash is nearly
zero.
•E – cash does not require that one party have any special
authorization.
Disadvantages of E – Cash:
•It provides no audit trail and it is susceptible for forgery.
•Because true electronic cash is not traceable, money
laundering is a problem.
•So far, E – cash is a commercial flop. 67Unit 5 – Digital Services

2. E – Wallet:
•The E – Wallet is another payment scheme that operates like a
carrier of e – cash and other information.
•The aim is to give shoppers a single, simple and secure way of
carrying currency electronically.
•Trust is the basis of the e – wallets as a
form of electronic payment.
Procedures for using an e - wallet:
a) Decide on an online site where you would like to shop.
b) Download a wallet from the merchant’s website.
c) Fill out personal information such as your credit card number,
name, address and phone number, and where merchandise should
be shipped.
d) When you are ready to buy, click on the wallet button, buying
process is fully executed. 68Unit 5 – Digital Services

3. Smart Cards:
•A Smart card, is any pocket sized card with embedded
integrated circuits which can process data.
•This implies that it can receive input which is processed and
delivered as an output.

Smart Card Processing:

4. Credit Cards / Debit Cards:
•It is a Plastic Card having a Magnetic Number and code on
it.
•It has some fixed amount to spend.
•Customer has to repay the spend amount after sometime, in
case of Credit Card.
Risk in using Credit Cards:
•Operational Risk.
•Credit Risk.
•Legal Risk.

Processing of Credit Cards Payment:

Security requirements of Online PaymentSecurity requirements of Online Payment
SystemSystem
Security requirements of Online PaymentSecurity requirements of Online Payment
SystemSystem
AuthenticationAuthentication
Non -Non -
repudiationrepudiation
SafetySafety
IntegrityIntegrity PrivacyPrivacy

Benefits of Online Payment Systems:
Electronic payment is very convenient for the consumer.
Completing a transaction is as simple as clicking your
mouse: All you have to do is confirm your purchase and you're
done.
Electronic payment lowers costs for businesses.
The more payments they can process electronically, the less
they spend on paper and postage.
Offering electronic payment can also help businesses
improve customer retention.
A customer is more likely to return to the same e-commerce
site where his or her information has already been entered and
stored.

Service Management Digital Services

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