OREANDA-NEWS. March 14, 2012. The business operations response platform featuring with "integral deployment and one-time switch" was successfully launched in the Head Office of Agricultural Bank of China Limited (ABC). It marks the completion of the integrated business operations response system across ABC and breaks new ground in the banking sector, reported the press-centre of ABC.

The business operations response platform is a significant reform of response to counter-based business issues. By means of modern technology, the platform was designed to assemble business experts from the Head Office, tier-one branches and tier-two branches to provide professional guidance to counter-based businesses of each level. It will facilitate the sharing of counter-based business policies and solutions as well as the establishment of the integrated business operations response system across ABC, to ultimately support the business development.

The platform is composed of eight functional modules including troubleshooting, green channel, optimization tips, information distribution, knowledge base, question bank, monitoring and business forum, along with such features as full-text search and SMS notification. In July 2010, Jiangsu Branch launched the platform as pilot. As of late 2011, the platform had been promoted to and applied in all 37 branches, covering more than 25,000 operating institutions and serving over 200,000 tellers; a total of 12,400 business experts was allocated; 150,000 problems were accepted on the accumulative basis, 99.7% of which were answered; 3,270 clauses of counter-based business policies and 9,496 solutions to common problems were collected cumulatively; average monthly view of users reached more than 140,000 times, and service satisfaction was up to 97%.

Since the launch of the platform, the desired effect has been achieved. For example, the problem of blocked information channels has been effectively solved; the counter-based business operations have been standardized; the workload of persons in charge of operations and the pressure of the business experts of each level and business line have been materially relieved; and troubleshooting efficiency of counter-based businesses has been increased substantially.

A staff in charge of the Operation Management Department of ABC said, in the next step, ABC would establish and improve the integrated business operations response system with clearly-defined response responsibilities, smooth circulation of problems and professional guidance over counter-based businesses. Moreover, in order to realize the effective interaction between each level and each business department and between grassroots operating institutions and management bodies, ABC will make efforts to collect counter-based business polices across the bank, and standardize counter-based business operations, integrate operation information distribution channels, and establish a unified operation information distribution window within its jurisdiction. In the long run, the establishment of the business operations response platform will surely bring far-reaching impact on counter-based business management, refined management and comprehensive competitiveness of ABC.