UBI Banca Group

Remote channels
Market coverage by the Group is integrated by IT functions to give information and manage
accounts for use by network bank customers using multi-channel services. These concentrate
all the direct channels available to private individuals and businesses on one technological
platform: internet and mobile banking, contact center, interbank corporate banking, self
service branches such as ATMs and kiosks, cards and evolved payment systems, POS
terminals.
Integrated multi-channel services help achieve key objectives to acquire new customers,
develop the existing customer base, reduce operating costs and exploit technological
innovation. They improve the services provided to customers in terms of convenience, security,
24-7 accessibility and the ability to customise them to meet customer requirements.
Channels available to private individual customers include:
• the QUI UBI internet banking service for information on banking positions (current
accounts, securities deposits, payment cards, mortgages, insurance policies, etc.) and to
perform numerous payment and investment transactions autonomously, with maximum
security, speed and savings. The “business” version for small business clients provides
specific functions for single bank management of a company, which include the payment of
single or multiple bills of exchange and the management of commercial portfolios;
• the QUI UBI Contact Centre service, contactable on a toll free number even outside normal
branch opening times, available to customers less likely to use the internet or who do not
have a connection;
• the Mobile Banking service for customers who wish to use the main internet banking
functions while mobile, directly from their smartphones in both the optimised version of the
website or by using dedicated applications for iPhones and Androids;
• a network consisting of approximately 2,500 self service branches (ATMs and kiosks),
including over 300 able to receive payments in cash and cheques using a “Bancomat” debit
card or free-of-charge VersaQuick card (evolved ATMs).
At the end of the year customers of the QUI UBI Internet Banking service exceeded 775
thousand (+20% over twelve months). Use of the QUI UBI Affari service was equally popular,
having reached 90 thousand users at the end of 2011 from over 65 thousand in December
2010 (+38%).
Mobile banking recorded approximately 100 thousand accesses per month to the site
optimised for cell phone navigation (approximately 15 thousand in 2010), while 50 thousand
downloads of applications for iPhones and Androids were performed.
The popularity with customers was also confirmed by the results for use over twelve months:
• +32%, to over 6 million, for payment and reload transactions;
• over 52% of securities trades on regulated markets performed via internet (55% excluding
branch transactions for the sale and purchase of rights related to the share capital
increase);
• over 17% of payments made using evolved ATMs.
These results were also assisted by continuous improvements, as follows:
• the platform for private individual and small business customers was improved with new
consultation functions (full capital gain position and display of existing losses, POS
terminal movements, automated collection orders due for payment, etc.), payment functions
(payment into postal accounts, receipt of email advice for use of payment cards, bank
transfers for home renovation/energy savings) and dedicated functions to increase the
security of payment cards (selection of approved foreign countries);
• increase of “My accounts” services with the receipt via email of documents relating to
mortgages, other loans and savings books;
• the launch of free-of-charge internet banking consultation services for teenagers aged 13 to
17 named “I WANT TUBI” designed to help the very young to use the internet;
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