There is always an element of hidden fear as far as IT based operations are concerned, the fear of the unknown. Banks need to ensure that the best of controls and security measures are in place. Customer education is the key to customer trust. Are there steps taken towards customer education as far as IT based service delivery channels are concerned? Are these adequate?
How to bridge the Gap? Having identified some of the gaps, let me now try and offer suggestions to bridge these gaps. IT and business alignment Alignment can be described as the timely and appropriate application of IT in harmony with business objectives, strategies and requirements.