Rm07 - Customer Requirements Specification v1

Customer Requirements Specification
CAPB
Internet Banking
Internal Use Only
CAPB Internet Banking - Customer Requirements Specification

Version 1.1, Status – draft
Page 1 of 37
1.1 Document Control
Status
Owning Group CAPB IT, Solutions Delivery

Title 8854293.doc
Version Number 1.1
Version Date 16.07.04
Author Barry Smith
Status Draft
Printed 30/06/2004 11:28:00 AM
Location \\fps_cluster\G:Projects\EBanking
1.2 Revision History and QA Control
Version Status Revision Modified by QA Doc Description

Date Updated
1.1 Draft 16.07.04 Barry Smith 3 additional requirements
1.2 Draft Barry Smith Minor updates
1.3 Final Barry Smith Minor updates
1.4 Final 29.09.04 Barry Smith Update to CAPBIB37
1.3 Document Approval and Distribution
Role Name Department Review Sign-off

by (Date) by (Date)
Head of CAPB It Nigel Brookes Solutions Delivery
Project Manager Dizzy Choat

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Contents Page
1.1 Document Control............................................................................................................2
1.2 Revision History and QA Control.....................................................................................2
1.3 Document Approval and Distribution...............................................................................2
2 Management Summary.......................................................................................................4
3 Introduction.........................................................................................................................5
3.1 Purpose of Document......................................................................................................5
3.2 Project Background..........................................................................................................5
3.3 Stakeholders....................................................................................................................6
3.4 Associated Documents....................................................................................................6
4 Project Summary.................................................................................................................7
4.1 Project Objectives............................................................................................................7
4.2 Strategic Fit......................................................................................................................7
4.3 Project Scope...................................................................................................................7
4.4 Customer Environment....................................................................................................8
4.5 Implementation Constraints.............................................................................................8
4.6 Assumptions.....................................................................................................................8
4.7 Dependencies..................................................................................................................8
4.8 Target Dates.....................................................................................................................9
4.9 Future Needs...................................................................................................................9
5 Current State/Situation.....................................................................................................10
5.1 Current Functionality.....................................................................................................10
5.2 Current Limitations.........................................................................................................10
6 Business Requirements....................................................................................................11
6.1 Overall Product or Application Description....................................................................11
6.2 ‘Business Requirement Heading’ [Customer Requirement ID].....................................12
7 Non-Functional Requirements..........................................................................................26
7.1 Performance Requirements...........................................................................................26
7.2 Volumes.........................................................................................................................26
7.3 Availability......................................................................................................................26
7.4 Capacity.........................................................................................................................26
7.5 Disaster Recovery/Business Continuity........................................................................26
7.6 Security Requirements..................................................................................................26
7.7 Audit Requirements.......................................................................................................29
7.8 Support and Maintenance Requirements......................................................................30
7.9 Error Messages..............................................................................................................30
7.10 Archiving......................................................................................................................30
7.11 User Documentation....................................................................................................31
7.12 Replication ..................................................................................................................31
7.13 Service Level Agreements ..........................................................................................31
7.14 Disability Discrimination Act........................................................................................31
7.15 Screen Design.............................................................................................................32
8 User Acceptance Testing..................................................................................................33
9 Training.............................................................................................................................34
Appendix A Glossary...........................................................................................................35
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2 Management Summary
The implementation of e banking is critical to maintaining Cater Allen's position in the private
banking sector. 25% of customers regularly request Internet banking and recent research has
shown that 32% of all account closures are as a direct result of not offering Internet banking. In
addition, 14% of intermediaries say clients have rejected recommendations for Cater Allen
Accounts as there is no Internet service. In order to remain competitive and survive, Cater Allen
must provide customers with Internet banking.
Significant work has been carried out in earlier cancelled projects to implement an Internet
service for CAPB and where possible and practical the solution being implemented now is to build
upon already existing Ovation code.
Detailed design work has been carried out as a part of the project approval and costing process
and it is known that this project will leverage investment in existing Abbey IT infrastructures, which
provide Internet services and authentication services.

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3 Introduction
3.1 Purpose of Document
This document details the agreed Customer requirements from an Internet service to be provided
to CAPB clients.
3.2 Project Background

The Internet (or Net) is a global network of computers with millions of users. It
consists of many thousands of powerful computers (called Hosts) permanently linked
by connections. Anyone with a computer and modem can join this network by using a
standard phone line. The speed of this global network means that, depending on the
mount of traffic, it can be just as quick for a user in Birmingham to access a computer
in Sydney as in Sheffield.
The Internet is helping companies to lower costs dramatically across their supply and
demand chains, take their client service into a different league, enter new markets,
create additional revenue streams and re-define their business relationships. It is
believed that if in five years time a company is not using the Internet to do some, or
all of these things, it will be superseded by competitors who are.
Research conducted by Datamonitor has indicated the following statistics on Internet

banking:
• Managing a bank account is the most popular use of the internet for financial
services;
• 48.5 million European customers bank online;
• The UK has the largest percentage of Europe’s customers banking online at
24.2%;
• The growth in the UK Internet banking is strongly demonstrated by the fact that
in 2000 5.5 million customers banked online. In 2002, this had grown to 9.9
million, a 33.9% CAGR.
• In 2002, 53.3% of customers in the UK had a PC with Internet access.
Recent research findings, which were conducted by George Street Research in April 2003, have
identified the absence of Internet banking facilities as a potential barrier to take up of CAPB
accounts by intermediaries’ clients. This is validated by the monthly customer survey.
Within the rapidly expanding e-commerce market, Internet Banking presents a major
opportunity for Cater Allen to deliver its vision where innovative thinking meets
traditional service values.
The project commenced within the former Fleming Premier Bank in 1999 and scoped
to deliver a solution on Ovation – the banking system for that business. Following the
purchase of Flemings by Cater Allen in 2001, the project was approved as a C2
objective for 2002. The project was subsequently “de-prioritised” following the rise in
priority of the HICA migration to Ovation. There was also additional concern around
installing internet for Ovation clients, leaving the HICA clients unsupported given it
was the HICA product range that was continued to be promoted. Hence the delivery
date was deferred for review until post migration.

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The deferment was agreed by Mac Millington and his team and Internet Banking for
Cater Allen clients still remains an objective to be delivered. What has changed is the
functional alignment and the question as to the right way forward.
3.3 Stakeholders
Name Area Reason

Richard Dunn Cater Allen Sponsor
Sharaz Iqbal Sheffield contact centre
Sue Goodfellow Bradford operations
Lynda Muller Marketing
3.4 Associated Documents
Document Version Author Location

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4 Project Summary
4.1 Project Objectives
• . To design, develop and deliver content as specified within the requirements
documentation and storyboards
• To develop or adapt operational processes and procedures to support the

Internet banking service.
• To ensure that the most effective security measures are implemented so that
risk for all parties is minimised.
• To carry out systems testing and user acceptance testing prior to public
launch.
• To develop and implement marketing and communication plans for clients,

Introducers and staff to support the launch of the internet banking service
• To design and deliver training appropriate to the needs of operational support

areas supplemented by intranet training designed to raise general awareness
and understanding across the company.
• To ensure that appropriate management information can be extracted on a

weekly/monthly basis
• To ensure that third party contracts are in place so that agreed service levels
can be met.
• To ensure that the service can be managed within the Abbey organisational
structure.
• To deliver the project in accordance with Abbey project management

methodology and within defined timescales and budget.
4.2 Strategic Fit

Operating Costs and Customer service are priorities for the Business and both of these will
benefit from the implementation of an Internet Banking service for CAPB. Operating costs will be
lowered because it is generally more efficient to service transactions automatically rather than via
a call to a Contact centre. Customer service will be improved as clients will have an alternative
channel for dealing with their banking requirements.
4.3 Project Scope

The project is to design, build, test and implement an Internet interface for clients (not
intermediaries) to the existing Ovation Banking system. The Business Case summarises the
scope as to provide:
• A fully tested Internet banking service for Cater Allen account holders and account
operators. CAPB Internet Banking - Customer Requirements Specification
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• Marketing and communications for direct customers, intermediaries and staff.
• Training for all staff that are affected by Internet banking.
• Operational processes and procedures to support internet banking
• A pilot prior to going live
4.4 Customer Environment

The application is to build on the core Ovation Banking system and to interface to the AWD
workflow system for the secure messaging element of the service. CAPB staff will need to have
visibility via Ovation Managers of transactions carried out directly by clients from the Internet.
These Managers will be accessed, as at present, by staff in the Sheffield contact centre, Bradford
operations and Payments in Prescot Street.
Customers are to be supported when using current and current – 1 releases of both Internet
explorer and Netscape. These customers geographical location is not to be restrained.
The system will need to interface with the Tuxedo system for the issuing of passwords to clients.
4.5 Implementation Constraints

The application must be built on the existing Ovation platform and interface with the AWD
workflow system where necessary.
All relevant Information security standards must be followed.
Support for both Internet explorer and Netscape should be provided, both current and –1
releases of each.
Implementation costs must be within the budget approved for the project,
4.6 Assumptions
• The Internet facing Infrastructure to support Cater Allen Internet Banking will be in place.
• Disaster Recovery planning for Cater Allen will have been completed.
• Functional requirements are still valid.
• Group dependencies on other projects: e.g. Sirocco, AN End of Year change freeze,
CAPB Change freeze, HICA-Ovation migration, Current Customer Review, AWD email and
fax.
• Resources will be available to ensure Cater Allen’s Internet Banking is delivered on time,
on budget.
• Only UK English will be supported in Phase 1 implementation in terms of user interface.
• Implementation will be via a phased roll out, following a successful pilot
4.7 Dependencies
The security enhancements to the Ovation implementation identified in 2003 and scoped by
APAK will need to be implemented. CAPB Internet Banking - Customer Requirements Specification
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4.8 Target Dates
The target is to have an initial pilot phase live seven months after project start up.
4.9 Future Needs

Continuing development of the services offered to clients via the Internet should be expected, i.e.
this will not be a static system.
A later phase that will be primarily aimed at Intermediaries is likely.

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5 Current State/Situation
5.1 Current Functionality

During previous cancelled projects to implement an internet Banking solution for Cater Allen basic
functionality has been built into the core Ovation product but this has not been tested and also
does not meet current requirements in many areas it has therefore been assumed that the
existing functionality is nil.
Ovation currently provides core banking application services to CAPB and these should not be
adversely impacted by the addition of Internet services for clients. Clients will be directly
interfacing with the same Ovation database as used by the existing Ovation Managers.
5.2 Current Limitations

The existing Ovation implementation is not enabled for Internet access by clients.

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6 Business Requirements
6.1 Overall Product or Application Description

An Internet interface to their bank account is to be provided directly to clients. They need to be
able to carry out all standard banking transactions:
• View statement
• View Balance
• View overdraft facility
• View uncleared credits
• View manually held funds
• View pending visa transactions
• View/Cancel Direct Debits
• View/create/amend/cancel standing orders
• View/Create/amend/cancel Bill Payments
• View/Create internal money transfers

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6.2 ‘Business Requirement Heading’ [Customer Requirement ID]

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Customer CAPBIB01
Requirement ID
Description Register as an existing customer for Internet Banking
Originator/Source Original BRS
Inputs The requirement is that the registration process for Cater Allen Internet
Banking will be by completion of either an online populated internet
application form or a request generated via AWD when a customer calls to
register for the first time, which will need to be signed and posted back to
Cater Allen.
Outputs Once clients register for this service, relevant documentation will be sent in
the mail, including CIRN and internet password.
Benefits If clients are able to download application forms it will reduce the number of
calls to the contact centre requesting documents to be posted.
Acceptance Criteria All pages of the application form must print out on a locally attached printer
at the client end. Formatting of the document must match the design
approved by Marketing
Customer CAPBIB02
Requirement ID
Description Browser Compatibility The web site design should be able to handle the
current and previous two versions of Netscape and IE browsers.
Error Handling If a user attempts to connect with a non supported browser or operating
system then a message should be displayed advising them that their
browser is unsupported and Cater Allen are not responsible for any display
or format issues.
User Need Clients need to be able to access the application using standard software
tools.
Benefits By supporting the main browsers CAPB will be able to offer the service to the
majority of their clients.
Acceptance Criteria All screens developed must be displayed as designed.
Test Approach All test scripts aimed at validating page display and error handling must be
tested in all supported browsers
Customer CAPBIB03
Requirement ID
Description An online demo should be provided accessible via the Brochureware site
that anyone can view. Marketing will define the actual data and flow of the
demonstration.
Scope for Use This will be accessible to both registered and non-registered users and
should reflect the live system.
Acceptance Criteria The demo should have the look and feel of the live site and match the flow
defined by Marketing
Customer CAPBIB04
Requirement ID
Description The design of the web site should take into account brand principles and
guidelines issued by the RNIB in respect of visually impaired users
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User Need All web sites must comply with the DDA guidelines.
Benefits Regulatory compliance
Acceptance Criteria The Abbey standards must be complied with
Customer CAPBIB05
Requirement ID
Description Throughout the client facing screens, the terminology used should be
consistent with language used by phone operators.

Benefits By being consistent there is less chance for confusion between staff and
clients.
Acceptance Criteria A glossary of terms will be produced and used for verification purposes.
Test Approach See above
Customer CAPBIB06
Requirement ID
Description A help button should be accessible to the client throughout the web site
pages. This should provide them with guidance on using the service or
additional information about specific topics - this should be context sensitive
and should be available to provide the client with the information they require
within that particular web page/screen that they are in.
Outputs Help screens will be unique to each page. The text for these pages will be
developed by Marketing
Acceptance Criteria A map of help screen id to function screen id will be produced and the
system must match this mapping.
Test Approach All pages must be tested to ensure that the correct help screen is displayed
when the user clicks the help button
Customer CAPBIB07
Requirement ID
Description The client must be able to take formatted prints of the on-screen information
at any given point within the web site.
Scope for Use The browser toolbar will be disabled on all screens and users will only be
able to access the print function by clicking on the print screen button.
Outputs All printouts must be identifiable as from CAPB internet Banking. Pages are
to be designed by Marketing
Error Handling Where there is no printer available then an appropriate message must be
displayed to the client
Acceptance Criteria Printouts from each page must match the mock up provided.
Customer CAPBIB08
Requirement ID
Description The client should have the option to return to the main menu from any
screen within the web site.
Originator/Source Original BRS CAPB Internet Banking - Customer Requirements Specification
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Error Handling Where a session has timed out an error message should be displayed
advising the user and a link provided to the logon pages
Acceptance Criteria Each page should link back to the client’s home page.
Customer CAPBIB10
Requirement ID
Description A Notice Board will be available on the web site where messages to clients
can be displayed. I.e. Scheduled unavailability of the service. It should be
possible to force this to be presented at logon.
Scope for Use This is required to inform registered users of relevant issues and should not
be capable of being bypassed.
Acceptance Criteria Notice Board displayed when appropriate
Customer CAPBIB11
Requirement ID
Description A timed-out response should be system definable and be tailorable
downwards by the individual users.
Error Handling If a user attempts to increase the time out time an appropriate message
should be displayed with an option to reselect the time out required
Acceptance Criteria When a user selected timeout is selected then inactivity should auto logoff
the user when that time is reached.
Customer CAPBIB12
Requirement ID
Description There will be a Contact Us menu for all queries.
Inputs A drop down list of topic areas should be presented to the client who can
select only one. A free format text box should also be presented for the
message to be entered. Attached documents are not permitted. Users
should have a submit button to click to send the message
Outputs Each drop down menu option will channel the message to an appropriate
AWD work queue. The text box contents will be the message sent to the
queue
Error Handling If the message contents box is empty the message should not be sent but
the client should receive an onscreen message advising them that message
is empty.
Acceptance Criteria Messages keyed in to the front end are delivered to the appropriate AWD
work queue.
Customer CAPBIB13
Requirement ID
Description The Client Internet Registration number (CIRN) will be randomly system
generated and be eight digits (numeric only) in length.
Scope for Use The CIRN number is the same number that is currently used on the IVR and
Telephone Banking
Inputs The user will be required to enter this number on the logon screen
Error Handling CAPB
An incorrect CIRN will Internet
result Banking
in an - Customer Requirements
authentication failure Specification
Page 15 of 37
Acceptance Criteria Clients with valid CIRNs will be able to access Internet Banking
Customer CAPBIB14
Requirement ID
Description Issue of Initial password
Inputs From the Ovation Admin Manager CAPB staff will activate the account for
Internet Banking Access by changing the setting of a field.
Outputs An initial Internet password will be randomly generated and be 8 characters
in length. This will be sent by secure mailer to the client’s registered
correspondence address.
Acceptance Criteria Passwords are generated and securely issued via mailers
Additional As covered in CAPBIB16 the client will be prompted to change this on first
Information logon to the Cater Allen Internet Banking service to a unique password that
should be alphanumeric, case sensitive and not allow special characters
(where special characters hold a particular meaning on Cater Allen’s internal
product systems). The minimum password length should be 8 characters and
the maximum should be system configurable within Designer to mirror the
setting held within the Tuxedo system. Currently the maximum password
length in Tuxedo for use with partial passwords is 8 characters but this may
change.
Customer CAPBIB15
Requirement ID
Description The Personal Access Code (PAC) will be randomly generated for clients and
will be a total of 6 digits. To meet APAC standards, a partial password
scheme consisting of 2 randomly selected PAC digits should be input by the
client, in line with company protocol.
Scope for Use This should be the existing PAC required for the clients to authenticate
themselves when they dial into the Call Centre. When clients register for the
service the application form will ask if a new PAC is required.
Inputs If a new PAC is required then the Client Manager will be used to generate
the PAC from within Ovation
Outputs A secure mailer will be produced containing the PAC
Acceptance Criteria When setting up clients for Internet Banking a PAC can be produced and
issued if required.
Customer CAPBIB16
Requirement ID
Description On first time logon to Internet Banking the user should be forced to change
their password from the one supplied. The same process will apply when a
password has been reissued by CAPB
Inputs The system should prompt for 2 random characers from the initial or newly
issued password and on successful authentication a screen should be
presented requesting them to select a new user definable password.
Outputs New password will be stored
Error Handling Entering a wrong partial password three times will suspend the account and
a message will be displayed to the user advising them to contact CAPB
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Acceptance Criteria New passwords automatically expire on first use
Customer CAPBIB17
Requirement ID
Description The users must have the ability to choose to change their password, this
should be a menu option
Inputs User should select the change password option from a menu and then enter
their existing password, new password and then rekey new password for
verification purposes
Outputs Update password on database
Error Handling If new password and verify new passwords fields are not identical password
change should fail and the user be prompted to re enter.
Acceptance Criteria Passwords should be successfully changed when option selected
Customer CAPBIB18
Requirement ID
Description The users must have the ability to choose to change their PAC, this should
be a menu option
Inputs User should select the change PAC option from a menu and then enter their
existing PAC, new PAC and then rekey new PAC for verification purposes
Outputs Update PAC on Ovation database
Error Handling If new PAC and verify new PAC fields are not identical PAC change should
fail and the user be prompted to re enter.
Acceptance Criteria PAC should be successfully changed when option selected
Customer CAPBIB19
Requirement ID
Description View of last successful login attempt. Users at logon should be presented
with a screen which advises them of the last successful logon to the system
• Log off from Internet Banking
• Ability to have separate access to personal and business accounts, if
required by the customer. (The solution must not duplicate client
ids.)
Default to have access to all accounts
Outputs Screen display of last logon date and time
Acceptance Criteria Last successful logon message displayed at each logon subsequent to initial
access to the system
Customer CAPBIB20
Requirement ID CAPB Internet Banking - Customer Requirements Specification
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Description Log off from Internet Banking. From any screen in the system a user should
be able to select a logoff option that will immediately disconnect them from
the system. Any uncompleted transactions will not be written to the
database.
Acceptance Criteria Logoff completed when user selects option from any screen in the system
Customer CAPBIB21
Requirement ID
Description Ability to have separate access to personal and business accounts, if
required by the customer. (The solution must not duplicate client ids.)
Default to have access to all accounts
Acceptance Criteria If a user has selected to only display either business or personal accounts
then only those account types should be displayed
Customer CAPBIB22
Requirement ID
Description View online statement transaction listing for variable user defined date
ranges or number of transactions

Inputs The user should be able to select one of their accounts from a list (assuming
more than account held) and input the start and end date for the statement
to be produced. The start date should be no earlier than the oldest
transaction on the ovation database.
Outputs Online view of all transactions in recognised statement format.
Error Handling If a start date earlier than the oldest transaction on the database is entered
then an appropriate error message should be displayed and the user
prompted to choose a later date. If an end date of later than today’s date is
entered the system should prompt for an earlier date with an appropriate
message displayed to the user.
Acceptance Criteria Online Statements viewed through the web interface should include all
transactions made on the account between the dates specified.
Customer CAPBIB23
Requirement ID
Description My Account Listing

Inputs After authentication, or when selecting the option from the menu, clients
should be presented with a list of all accounts which they have a financial
joint relationship with.
Outputs Online listing of accounts held
Error Handling If no account with a financial joint relationship is held a screen with a suitable
message should be displayed.
Acceptance Criteria Listing of all accounts clients hold displayed to them on the screen

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Customer CAPBIB24
Requirement ID
Description Search for account-by-account number (Client Accounts only)

Scope for Use When a user has multiple client accounts many pages may be displayed on
the main screen. In order to facilitate easy access to a specific account the
user should be able to key in the account number they wish to access.
Assuming a financial joint is held with tat account it should then be displayed
Inputs Account number to be accessed
Outputs Account main screen
Error Handling If an account number is entered where there is no financial joint then an n
error message indicating that no access to the account is permitted should
be displayed.
Acceptance Criteria Accounts with financial joint relationship selectable by account number. No
access permitted to other accounts
Customer CAPBIB25
Requirement ID
Description Secure messaging facility between client and bank

Scope for Use Clients need to be able to send free format messages in a secure manner to
the bank.
Inputs Clients will key message
Outputs Message passed to AWD for processing
Error Handling If user attempts to send a blank message an appropriate message should be
displayed.
Acceptance Criteria Messages from clients sent encrypted across the internet and assigned to
the appropriate queue in AWD for processing
Customer CAPBIB26
Requirement ID
Description Download Statement transactions following production of online statement

Scope for Use Users must be able to download a csv file of statement transactions for a
preselected period.
Inputs Once a statement has been produced online it should be possible to select
an option to download these transactions
Outputs The user should be prompted to select the output destination and a csv file
of the statement should be saved to that location.
Acceptance Criteria A csv file of all transactions for the statement period selected is produced in
the chosen location
Customer CAPBIB27
Requirement ID

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Description View Statement Balance – clients must be able to view the balance on their
account(s)
Outputs An online listing of accounts with statement balance(s)

Acceptance Criteria Listing of all accounts which the client has a financial joint with should be
displayed with their balances
Customer CAPBIB28
Requirement ID
Description View Available Balance

Scope for Use Available balance is the Account Balance plus Overdraft facility less pending
Visa Transactions
Outputs Screen display showing Total available balance and elements which make it
up displayed in the browser
Acceptance Criteria Formatted screen presented to client with correct balance
Customer CAPBIB29
Requirement ID
Description View Pending credit list

Inputs User selects from menu option to view pending credit list
Outputs Listing of all uncleared credits displayed
Error Handling If no uncleared credits then an appropriate message should be returned to
client
Acceptance Criteria Formatted screen listing all pending credits shown in browser window
Customer CAPBIB30
Requirement ID
Description View Overdraft limit

Inputs User selects option from menu
Outputs Listing of accounts with overdraft limits displayed
Acceptance Criteria Correct listing of accounts overdraft limits displayed in browser window,
Customer CAPBIB31
Requirement ID
Description View Manually held funds

Inputs User selects option from menu to view manually held funds
Outputs Screen display of all funds held manually
Error Handling If no funds manually held an appropriate error message should be displayed
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Acceptance Criteria Correct listing of held funds displayed in browser
Customer CAPBIB32
Requirement ID
Description View Pending visa transactions

Inputs FDI provide feeds of visa transactions which are debited from account a
given date. These pending transactions should be available to the client to
view prior to their being applied to the account
Outputs View of all visa transactions received from FDI displayed in browser
Error Handling Where no pending transactions are on file then an appropriate message
should be displayed to the user.
Acceptance Criteria Correct listing of pending transactions displayed in browser
Customer CAPBIB33
Requirement ID
Description View/cancel direct debits

Inputs From direct debit sub menu user should be able to select a specific direct
debit which will then be displayed in a browser window, this screen should
have an option to cancel the direct debit
Outputs Screen display of direct debit.
Acceptance Criteria All direct debits and their status displayed in browser window
Customer CAPBIB34
Requirement ID
Description When selecting standing orders from the menu a sub menu should be
presented allowing the facility to View/create/amend/cancel standing orders.
The viewing option should display details of the existing standing order, the
create option will require the user to input recipients name, account number,
sort code and free format description box

Inputs On creation: Recipient account details
Outputs Created or amended standing order record in ovation
Acceptance Criteria Standing orders viewed, created and cancelled as appropriate
Customer CAPBIB35
Requirement ID
Description When selecting bill payments from the menu a sub menu should be
presented allowing the facility to View/create/amend/cancel bill payments.
The viewing option should display details of the existing payment, the create
option will require the user to input recipients name, account number, sort
code and free format description box

Inputs Recipients account details: name, account number and sort code
Outputs Bill payment record CAPB
in Ovation
Internet Banking - Customer Requirements Specification
Page 21 of 37
Acceptance Criteria Bill payments successfully created in Ovation
Customer CAPBIB36
Requirement ID
Description When selecting money transfers from the menu a sub menu should be
presented allowing the facility to View/create/amend/cancel transfers. The
viewing option should display details of the existing instruction, the create
option will require the user to input recipients name, account number, sort
code and free format text description box

Inputs Receiving account details
Outputs Money transfer created in Ovation
Acceptance Criteria Transfers created in Ovation
Customer CAPBIB37
Requirement ID
Description A unique transaction reference number should be allocated to each
transaction performed and be displayed to the user at the conclusion of the
transaction. A history of the transaction numbers should be available. These
should be held in a file which the client can gain access to so that they can
quote the transaction reference number when logging a query with the Call
Centre. Tranactions requiring a confirmation number are
• Update of user timeout
• Update of user email address
• Update or insert of bill payment beneficiary
• Creation of a bill payment
• Cancellation of a bill payment
• Update or insert of standing order details
• Cancellation of Direct Debit
• Change of PAC
• Change or password
• 'Contact Us' messages
• My account view

Inputs All database update transactions generated from the system will have a
transaction reference number assigned to them for tracking purposes
Outputs Unique transaction number
Acceptance Criteria Each update transaction completed in the system has a unique transaction
number allocated
Customer CAPBIB38
Requirement ID
Description Search database using transaction confirmation number (internal use only)
Scope for Use To be used in Contact centre and Back office
Inputs Transaction number
Outputs Transaction details
Error Handling If invalid transactionCAPB
number appropriate
Internet message
Banking - Customer displayed Specification
Requirements
Page 22 of 37
User Need To allow staff to support customers.
Acceptance Criteria Inputting of transaction number in Ovation Manager returns the
corresponding transaction details
Customer CAPBIB39
Requirement ID
Description View transaction confirmation number
Scope for Use To be used by clients to recall transaction information
Inputs User needs to enter a date range for transactions carried out
Outputs List of all transaction numbers with the transaction type. Selecting the
transaction redisplays the original confirmation screen
Acceptance Criteria When keying in transaction number the relevant details are returned to the
browser window. Transaction numbers for other clients should not be
accessible
Customer CAPBIB40
Requirement ID
Description In the event that there are no key depressions within a given period of time
(i.e. 10 minutes) the client will be automatically signed out of the Cater Allen
internet banking system, and would need to re-enter their Internet ID,
password and PAC number in order to re-connect to the service. The time
frame should be a configurable setting at the system level within Designer to
allow for future flexibility.
Acceptance Criteria A session should timeout at the interval specified is unused.
Customer CAPBIB41
Requirement ID
Description On timing out, or if the system is not responding, an appropriately worded
pop-up message box should be displayed to the user, 30 seconds prior to
timeout to warn clients of this so that they can be given the choice to either
remained connected or be logged out, as required.
Acceptance Criteria Pressing any key during the 30 second period the session should not be
disconnected
Customer CAPBIB42
Requirement ID
Description The ability to withdraw a particular function (e.g. create bill pay, dd, etc.) is
required in case of problems with that individual process.
Inputs An administrator should use an Ovation manager to temporarily remove a
sub-function of the system.
Acceptance Criteria Sub-functions selected for withdrawal should be unavailable to clients
Customer CAPBIB43
Requirement ID
Description Each user should only ever have one session open at any given time.
Originator/Source Original BRS CAPB Internet Banking - Customer Requirements Specification

Page 23 of 37
Error Handling If a user attempts to logon for a second session an error message should be
displayed
Acceptance Criteria A second attempt to logon from either the same machine or another device
should be refused
Customer CAPBIB44
Requirement ID
Description The existing Archive system should be capable of holding transaction
information generated from Internet Banking, this should include transaction
reference numbers
Acceptance Criteria Transactions are archived successfully and can be retrieved using existing
system
Customer CAPBIB45
Requirement ID
Description All pages printed from within the system using the print button should be in
an appropriate format and include the Company logo. Mock ups of these
prints should be provided by Marketing
Outputs Locally printed pages should be in a readable format
Acceptance Criteria Prints produced correspond to mock ups provided
Customer CAPBIB46
Requirement ID
Description Management Information Requirements
This will be achieved by using the Ovation database. A project workstream to

define the total MI requirements is required
Inputs To be defined
Outputs To be defined
Error Handling To be defined
Acceptance Criteria To be defined
Customer CAPBIB47
Requirement ID
Description Client ID length. If a Clientid begins with one or more zeroes these should be
added to the Clientid as entered by the client, i.e leading zeroes should not
required to be keyed by the client
Originator/Source Issues List
Acceptance Criteria Accounts which begin with a zero will have these inserted automatically
Customer CAPBIB48
Requirement ID
Description Standing orders/bill payment within CAPB. If one client creates a standing
order or bill payment where the beneficiary is an account within CAPB then
the payment should be made directly and immediately rather than through
BACS.
Inputs Beneficiary accountCAPB
details
Internet Banking - Customer Requirements Specification
Page 24 of 37
Error Handling If the Account number supplied is not a valid account then an error message
should be returned to the client and the transfer should fail.
Acceptance Criteria Transfers by clients to a third party also holding an account within CAPB will
be made directly and immdiately, invalid account details will fail with an error
message to the client.
Customer CAPBIB49
Requirement ID
Description Ovation will hold the clients e-mail address which will be displayed on all
screens where name and address are already displayed. This data field
needs to be updateable from within Ovation Managers.
Inputs e-mail address as supplied by client
Error Handling If e-mail address entered is not a valid format then an appropriate error
message should be displayed
Acceptance Criteria E-mail address held in Ovation
Customer CAPBIB50
Requirement ID
Description Indicator if e-mail address can be used for Marketing. Clients need to have
the ability to opt in to receive e-mails from CAPB for Marketing purposes. A
field is required in Ovation for this
Inputs Flag set from within an Ovation Admin Manager
Acceptance Criteria Flag must be capable of being changed, clients choosing not to opt in for
mailings will not be selected for such.
Customer CAPBIB51
Requirement ID
Description Flag indicating e-mail communication can be used with client for non-
marketing purposes
Originator/Source Issues list
Inputs Flag set from within Ovation Admin Manager
Acceptance Criteria Flag must be capable of being changed
Customer CAPBIB52
Requirement ID
Description There should be the option of clients being automatically sent a message in
response to any message sent to CAPB using the secure message facility
(CAPBIB52). This will be dependant on which topic option clients select from
the list available to them, for example clients notifying the Bank of anew
address should be notified that they should send in documentary proof of
this new address. The message should be configurable for each topic option
and be up to 200 characters long. Any message to be given to the client
should be displayed to them in the browser window acknowledging receipt of
the message.
Originator/Source Bradford ops following presentation from Barry Smith on 2oth July
Inputs Client has selected a topic for communication on
Acceptance Criteria For topics which require an automated message back to the client an
appropriately worded message is displayed in the browser.
Page 25 of 37
7 Non-Functional Requirements
7.1 Performance Requirements

1. The system is to be designed assuming that remote clients are connecting using a
56K modem connection. It is recognised that it is inappropriate to specify end-to-end
performance timings for Internet applications, as there are significant.
2. The system should provide real time response for all Ovation transactions.
On some occasions, it may not be possible to post to the account
immediately. If a transaction cannot be posted immediately, it should be
rejected with a user-friendly error message.
7.2 Volumes
The Business case is based on 10% of transactions that currently come via the Contact centre
will be diverted to the Internet Channel.
7.3 Availability
The Internet service needs to be available 24 hours a day for enquiry access and at least
between 7am and 11pm for full transactional access. The secure messaging service needs to be
available 24 hours a day.
7.4 Capacity
1. It is assumed that the capacity of the Abbey networks will be capable of supporting the
increase in transaction volumes.
2. An understanding of the peak intervals and how long they last for will be
required, to ensure that the infrastructure is able to cope with demand. IT
will work with the project team to understand the implications of any
additional capacity requirements and any compensatory build will be put in
place before the peaks are reached. Comprehensive Performance Testing will
be carried out as part of the project and in conjunction with a controlled
phased rollout any performance issues should be identified before any
significant impact on Internet clients or the current system users.
7.5 Disaster Recovery/Business Continuity

The web servers being implemented as a part of this project need to be fully fault
tolerant and provide for the loss of the primary site at Shenley Wood. There is not
currently an automatic fail over solution in place for the core Ovation banking system
as the Business only requires recovery in a period of XX hours. The DR servers located
in Bletchley are dual purpose as they also provide capacity testing capability. Any
servers required in a production architecture will need to be replicated in the
DR/Capacity Testing environment to provide a complete environment.
7.6 Security Requirements

3. Information Security has performed a SARA Risk Assessment and the key
requirements are:

Page 26 of 37
4. The Client Internet Registration number (CIRN) will be randomly system generated and
be eight digits (numeric only) in length. Please note that the CIRN number is the same
number that is currently used on the IVR and Telephone Banking.
5. An initial Internet password will be randomly generated and be 8 characters in length.

The client will be prompted to change this on first logon to the Cater Allen Internet
Banking service to a unique password which should be alphanumeric, case sensitive
and not allow special characters (where special characters hold a particular meaning
on Cater Allen’s internal product systems).
6. This above process will also be followed if a client forgets their password.
7. The Personal Access Code (PAC) will be randomly generated for clients and will be a
total of 6 digits. To meet APAC standards, a partial password scheme consisting of 2
randomly selected PAC digits should be input by the client, in line with company
protocol. This will be required for the clients to authenticate themselves when they dial
into the Call Centre.
8. The login process is to be split into 2 screens:

9.
The first screen will ask clients for their CIRN and for two random characters
from their 6 digit PAC which is chosen from a dropdown list box and
displayed as '*' on the screen.
10. The second screen should ask the clients for 2 random characters from their
password which is chosen from a dropdown list box and displayed as '*' on
the screen.
11.
To ensure the integrity of the login process is maintained, the user must be
sent to the second screen and asked for a password even if the user id and
PAC data is incorrect, and the user must not get a message revealing which
data field is incorrect, only that some data was wrong and they should try
again.
12. If a valid CIRN but an incorrect password or PAC is entered 3 times, then the
system must lock the invalidated user account. Separate counters should be
kept for invalid entries on both the PAC and password and when either
counter reaches 3 the account should be locked. The contact centre must be
able to see which has been violated as this would let the Call Centre staff
know where the failure has occurred and what procedure needs to be
followed.
13. The choice of characters for the partial password must be enforced by server
side lookup and not by client side coding. The choice should become locked
at the point of mis-entry. i.e. the client cannot force the session to change
the requested characters for a minimum period of an hour. The benefit to
CAPB is the client never types in their whole PAC, and shoulder surfing and
keystroke logging risks are minimised.
14. CIRN, Internet Password and PAC generation should take into consideration
company architectures, standards and guidelines published by Information
Security. These provide mandatory information on designing new password
Page 27 of 37
systems and passwords themselves and can be found at:
http://www.abbeynational.net/IT_TSS_InformationSecurity
15. Relevant Architectures include:

Electronic Funds Transmission
Firewall
HSM
Remote Access
SSL
Virus Prevention
16. Relevant standards include:

Anti Virus
Asset & Risk Management
Authentication
Backup & Archive
Contingency Planning
Cryptography
Data Communications
Firewall Security Infrastructure Management
Internet Information Server (IIS 5.0)
IT Rooms
Legislation
Remote Customer On-Line Identification and Verification
Web Authentication (Draft available from December 2003 from IS)
Third Party Access
17. Summary of key security issues to address:

• Customer authentication data must not be transmitted over the enterprise
data network in clear text at any time
• Staff must not be able to obtain the users credentials at any time
• The system should force the use of 128-bit SSL. Where this is not being
used, no service should be offered to the client and they should be
presented with a message advising them of the technical requirements
necessary to access the service. The connection to the 128-bit SSL
encrypted session must be made prior to logon. If the user disables 128SSL
whilst within the site, the next time a page is requested, the system should
decline the request and log the user out as above.
• Approved encryption algorithms are Triple DES or AES (128 bit or higher)
• All servers must be hardened and regularly patched
• All Microsoft web servers must meet or exceed the Information Security IIS
security standards
• Anti virus must be deployed on all servers and regularly updated
18. All systems must take into account the current top vulnerabilities as listed
at:
http://www.sans.org/top20/
http://www.owasp.org/documentation/topten
19. An external company appointed by Information Security but paid for by the project will
carry out a penetration test prior to launch.
Page 28 of 37
20. This needs to occur on the final version of code, and should occur at least two weeks
prior to launch to allow for any major issues raised to be resolved. If major issues are
found and can’t be resolved prior the agreed launch date, then the launch must be
suspended until these issues are corrected.
21. If minor issues are raised then an action plan to address these must be submitted to
Information Security within four weeks of the final penetration test report.
7.7 Audit Requirements

1. Audit have declined to be engaged by the Project Team to ensure their
requirements are included in the final product, but have instructed us to
follow the Abbey Group Standard protocols.
2. The following will be the minimum requirements delivered in order that we produce a
complete audit trail of client and operator activity:
2.1 The client login time into the Internet Service should be recorded i.e. on
successful input of the CIRN, Internet password and PAC number.
2.2 Unsuccessful log in attempts should be recorded. These should show the
client number, day, time, and the reason the transaction was unsuccessful.
In the case of invalidation of either the CIRN, PAC or the Internet password
this should also be recorded.
2.3 Details of any client interaction with us should be recorded

• for any Ovation supported transaction
• for any secured message hitting the secured message database
• all transactions should be recorded details to include the CIRN, the
date, the time, whether the transaction was successful, the reason a
transaction was unsuccessful.
2.4 The secured message database should hold the following information in
relation to audit trails
• The status of the secured message
• Subsequent changes to status
• User ID of operator initiating change
• Date status changed
• Time status changed
2.5 Appropriate security access will be necessary i.e. access to audit trails
should be restricted to particular operator levels, with any audit trails being
viewable but not alterable.
2.6 Six weeks is the minimum on line audit trail, following which information should be
stored in an appropriate archive.
2.7 No logs are required to monitor or record the client’s navigation around the
Internet Services site.
2.8 All secured message transaction requests should be retained, in line with
Internet banking. CAPB Internet Banking - Customer Requirements Specification
Page 29 of 37
2.9 All E-Banking transactions should be retained for the same period as other
Ovation generated transactions.
7.8 Support and Maintenance Requirements

1. CAPB should have its own independent UAT/Training environment, as they
will be a need to train staff in the Ovation back end processes as well as the
front end user interfaces.
2. This training will need to be reviewed to ensure that it is relevant to support

Cater Allen‘s Internet Banking. A training programme for all staff in all sites
will be delivered.
3. This solution will form part of the induction training for new members of staff
and a quick reference guide will also be developed for staff.
4. Support for Ovation will continue to be required 24 x 7 but there is likely to

be a need for enhanced overnight and weekend support as currently only
batch processes are supported between 11pm and 7am and the
implementation of this system will mean that a certain amount of user
interaction occurs overnight.
5. Current working practices regarding Ovation upgrades will need to be

reviewed as all planned downtime to facilitate releases will need to be
published via the website in advance. This will mean reduced flexibility for
changing release dates at short notice (decisions currently may be made the
day of the release). It is not expected that the postponement of a release
will be problemematic but the rescheduling to a later date may be.
6. Help desks are required to deal with both Registration enquiries and Technical
enquiries including any problems with screen navigation etc. It is anticipated that the
Contact Centre will provide the Registration enquiries support.
7. Maintenance of the Internet facing web environment is critical and all web servers and
associated firewall infrastructure will need to be kept patched at the latest release level
in order to minimise security risks.
7.9 Error Messages

The error messages for Cater Allen Internet Banking need to be understandable,
readable and meaningful. All error messages should indicate corrective messages,
where possible, by way of a pop-up/prompt screen.
7.10Archiving
1. All Ovation data processed as part of Internet Banking should be archived in
accordance with practices for that system in general. When considering any future
changes to the archive strategy then Internet Banking should be considered. At least 6
months historic transactions should be available online to clients.
2. In line with current practices any AWD data generated should be archived within that
system and be accessible for at least 7 years.
Page 30 of 37
7.11User Documentation
Documentation will be required for both staff in the Sheffield Contact centre and the Bradford
back office; the Project Team will develop this during the development and testing phases. All
changes to Ovation Manager screens will be included in this documentation. Marketing will
produce customer-facing materials.
7.12Replication
No requirement to replicate data.
7.13Service Level Agreements

1. There are a three significant third parties involved in Cater Allen’s Internet
banking service APAK (for Ovation and the HTML code), DSTI (for the AWD
secure messaging service) and Halycon (secure mailing of passwords). It is
essential that appropriate service level contracts are in place before
implementation
2. It will also be necessary to implement service level agreements with internal

teams to ensure that relevant support is available. These include:
• IT Security Operations
• Web Environment
• Tuxedo Support
• Enterprise NT
• BT
• Business operational areas
Work will need to be carried to ensure that the appropriate agreements are in place for
launch.
7.14Disability Discrimination Act

1. The growth of the Worldwide Web means that many people with serious sight
problems are now able to read and enjoy a great wealth of information which was
previously unavailable to them.
2. The majority of people with serious sight problems have some good vision, and read
Websites in the same way as fully sighted people, with their eyes. However, the
needs of people with poor sight vary considerably, depending on how their eye
condition affects their vision. Some people prefer large text, while others can only
read smaller text. Most need a highly contrasting colour scheme, while others can
only read yellow text on a black background. To cater for everyone, websites should
be flexible in design, enabling the individual to adjust the text and colour settings to
suit their needs.
3. The RNIB have issued guidelines for the design of websites to make them accessible
to people with visual impairment. Full details of these guidelines should be adhered
to wherever possible when developing the client facing screens and apply with DDA
guidelines, which are being produced for Abbey, e.t.a end of 2004. The key points to
note are:-
• When using a coloured background, choose one which is one solid colour
rather than textured or patterned.
Page 31 of 37
• The colour scheme must be able to be over-ridden by the browser
settings if necessary.
• Italics should not be used.
• Use standard size text.
• Avoid the use of underlining.
• Avoid capitalisation of whole words.
• Image maps should be accompanied by a text only alternative.
• Links should not appear directly next to each other.
7.15Screen Design
The storyboards will form the basis for the Cater Allen screen designs. The storyboards
document the precise content and screen designs for the Cater Allen Internet banking service.
Also, in order to minimise client queries via the phone, the web pages need to be very clear. For
example, if there is a transaction deadline, then this needs to be emphasised clearly up front as a
built in reminder so that when the client completes a transaction, they know “this will update your
account in ……”.

Page 32 of 37
8 User Acceptance Testing
1. Before the Cater Allen Internet banking service can go live, all aspects of the
service will need to be tested. Solutions Delivery will co-ordinate all testing
and will perform system level testing. The User Acceptance Testing phase
will be managed by the project with resource provided either directly by
them using ex Romford staff who have been retained specifically for this
purpose or by staff from the Contact centre and Back office areas.
2. UAT is a critical element in this project and in parallel with the development phase a
detailed testing strategy will be put in place. Producing comprehensive test cases with
a suitable script will be a fundamental part of UATing.
3. An important part of testing will by performance related and this should be carried out
on a production like environment, i.e. it will need to use the Bletchley environment
purchased in 2002 for the dual purpose of providing Disaster Recovery and
performance testing.

Page 33 of 37
9 Training
1. CAPB should have its own independent UAT/Training environment, as they
will be a need to train staff in the Ovation back end processes as well as the
front end user interfaces.
2. This training will need to be reviewed to ensure that it is relevant to support

Cater Allen‘s Internet Banking. A training programme for all staff in all sites
will be delivered.
3. This solution will form part of the induction training for new members of staff
and a quick reference guide will also be developed for staff.
4. IT Support staff will need to be trained in any new technology introduced as

a part of this project. This is especially true for the Solutions Delivery CAPB
Support Team who will need full training in the Ovation gateway that is a
fundamental part of the system.

Page 34 of 37
Appendix A Glossary
Term Description
ATM Automated Teller Machine
Bookmarking Adding a web site address to your on-line ‘address
book’ so you can easily visit the site again.
Browser A piece of software that allows you to find, view
and manage information on World Wide Web sites.
Information is saved in all kinds of formats but a
browser will bring a consistent look to this
information and make it easier to access it.
Client Internet An 8 digit randomly generated number in length.
Registration Number used by the system to link different Cater Allen
(CIRN) accounts held by a client.
Domain name The highest level name of a Web site

File Transfer Protocol A method of making different types of files
(FTP) compatible with each other, and compressing and
transferring them from one computer to another
Firewall Hardware and/or software that sets up a security
barrier around a company’s internal network,
protecting it from outside networks such as the
Internet
Frames Sections on a Web page that change independently
of each other.
Hits The number of visitors to a Web site
Home Page The first Web site that users see each time they
connect to the World Wide Web
HTML Hyper Text Mark-up Language - the computer
language of the World Wide Web
HTTP Hypertext Transmission Protocol - the language
computers use to transmit and receive files on the
World Wide Web. You tell your computer to use this
language when you type http at the start of a Web
site address
HTTPS The SSL secured form of HTTP
Hyperlink A connection between hypermedia or hypertext
documents and other media
Hypertext Document format in the WWW which applies not
only to text but also to graphics, sound files and
videos.
Information Provider An ISP that also provides a number of member-only
services
Internet The worldwide collection of interconnected
computer networks
ISDN The Integrated Services Digital Network is a digital
telephone line capable of transferring much more
information, in much shorter times that a normal
analogue telephone line
ISP Internet Service Provider. A company that provides
third-party access to theInternet
CAPB Internet
Banking - Customer Requirements Specification
Page 35 of 37
Linked accounts Cater Allen accounts which have a common client
reference number
MFC Multi Function Card. The combined Visa Debit, ATM
and Cheque Guarantee card issued to Cater Allen
Account holders
Modem Modulator/demodulator. A device that enables
computer signals to travel over phone lines
On Line Connected to the system and usable
POP Point-of Presence. A Phone number through which
users can assess an ISP
Protocol A set of rules that all computers linked to a
network must follow
Search Engines A facility that lets you find what you are looking for
on the World Wide Web by using key words to
search out relevant sites. Popular search engines
include Alta Vista, Yahoo and Lycos
Secure Messaging Standard e-mail services are insecure. The data
can be read or altered without the sender or
recipient knowing. For confidential information, a
secure method of communication is required. In
this instance the communication is never
transmitted outside the control of Abbey National,
the clients sign in to our service and retrieve and
store messages within an internal data store.
SSL Secure Socket Layer. A protocol developed by
Netscape to secure internet transactions between
clients and servers using encryption. Typical
implementations use 128bit key strength.
Surfing Colloquial expression for the practice of visiting
Web pages and Web servers, and clicking with the
mouse on hyperlinks in order to jump to particular
resources
URL Universal Resource Locator. The address of a Web
site. Because it is universal, anyone can type it
into their computer and find your Web site.
Web page A hypermedia document as viewed through a World
Wide Web browser
Web Site A collection of web pages
World Wide Web Graphical service on the Internet which permits
access to a wide variety of resources (documents,
files, videos etc).

Page 36 of 37
End of Document

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Customer Requirements Specification

Internal Use Only

CAPB Internet Banking - Customer Requirements Specification

Owning Group CAPB IT, Solutions Delivery

1.2 Revision History and QA Control

Version Status Revision Modified by QA Doc Description

1.3 Document Approval and Distribution

Role Name Department Review Sign-off

CAPB Internet Banking - Customer Requirements Specification

CAPB Internet Banking - Customer Requirements Specification

3.2 Project Background

Research conducted by Datamonitor has indicated the following statistics on Internet

CAPB Internet Banking - Customer Requirements Specification

Name Area Reason

3.4 Associated Documents

Document Version Author Location

CAPB Internet Banking - Customer Requirements Specification

• To develop or adapt operational processes and procedures to support the

• To develop and implement marketing and communication plans for clients,

• To design and deliver training appropriate to the needs of operational support

• To ensure that appropriate management information can be extracted on a

• To deliver the project in accordance with Abbey project management

4.2 Strategic Fit

4.3 Project Scope

4.4 Customer Environment

4.5 Implementation Constraints

All relevant Information security standards must be followed.

• Functional requirements are still valid.

• Only UK English will be supported in Phase 1 implementation in terms of user interface.

• Implementation will be via a phased roll out, following a successful pilot

4.9 Future Needs

A later phase that will be primarily aimed at Intermediaries is likely.

CAPB Internet Banking - Customer Requirements Specification

5.1 Current Functionality

5.2 Current Limitations

CAPB Internet Banking - Customer Requirements Specification

6.1 Overall Product or Application Description

CAPB Internet Banking - Customer Requirements Specification

CAPB Internet Banking - Customer Requirements Specification

Originator/Source Original BRS

Originator/Source Original BRS

Outputs Screen display of last logon date and time

Originator/Source Original BRS

Originator/Source Original BRS

CAPB Internet Banking - Customer Requirements Specification

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

CAPB Internet Banking - Customer Requirements Specification

Originator/Source Original BRS

Outputs An online listing of accounts with statement balance(s)

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS

Originator/Source Original BRS CAPB Internet Banking - Customer Requirements Specification

This will be achieved by using the Ovation database. A project workstream to