Automation of the process of handling enquiries concerning information constituting a bank secret

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Recently, banks have been increasingly implementing solutions, which facilitate automation of tedious, repetitive processes, both front and back office. The aim of the article is to review the applications of automation of banking processes and to present implementation of Robotic Process Automation (RPA) in order to optimize the process of handling disclosure of information constituting a bank secret at a bank operating in Poland. Banks are obliged to disclose information constituting a bank secret to a number of authorized institutions not only free of charge, but also within a specified, limited period of time. At the same time, they must ensure an appropriate level of security for legally protected information. The process traditionally carried out by people was time-consuming and error-prone due to the human factor. It required more quantitative efficiency and improvement in task execution. For this purpose, Robotic Process Automation was implemented in the bank in the process of disclosure of information constituting a bank secret at the request of authorized authorities and institutions. After the implementation of RPA, the enquiry handling process was shortened from 7 to 3 stages, including registration of the case in the system, automatic handling of the request and sending a response. Thanks to the RPA implementation, the time needed to complete particular tasks in the process was significantly reduced, which made it possible to shorten the maximum enquiry processing time from 16 to 3 days. The automation significantly improved process profitability and efficiency. It enabled better task management and improved security by reducing errors and ensuring compliance with regulations. The implementation of the RPA tool in the process of disclosing information enabled its quantitative and qualitative optimization, as well as efficient and reliable performance of the obligations set forth in the Banking Law Act.

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    • Figure 1. The process of provision of information constituting a bank secret prior to the use of the RPA tool
    • Figure 2. The process of provision of information constituting a bank secret with the use of the RPA tool
    • Figure 3. Maximum time of handling requests from competent authorities (in days)