The document discusses the evolution of e-banking and its three pillars: online banking, online bill payment capabilities, and mobile banking. It notes that while online banking was initially adopted, customers now expect the full suite of e-banking services. Younger generations especially prefer mobile banking. The document advocates that financial institutions offer an integrated solution across online, bill pay, and mobile banking channels to remain competitive. It describes the benefits of online banking and highlights features important for an effective bill payment solution.

1. Sponsored by
Staying Connected with Customers:
Financial Services for the Next Generation

2. Staying Connected with Customers:
Financial Services for the Next Generation
Introduction...................................................................................... .3
The.Three.Pillars.of.e-Banking. ........................................................... .5
Pillar.One:.Online.Banking. ................................................................ .7
Pillar.Two:.Online.Banking.with.Bill.Payment.Capabilities....................... 9
Pillar.Three:.Mobile.Banking................................................................11
The.Future.of.Banking,.the.Right.Choices.Today...................................15

3. Introduction
Our.culture.now.turns.to.the.Internet.as.a.trusted.first.source.for.news,.entertainment,.communication.and.
information..Vacation.deals?.Weather.forecasts?.Tips.on.treating.a.sunburn?.The.Internet.has.become.a.single,.
efficient.pipeline.to.the.information.that’s.most.relevant.to.each.of.us..And.our.banking.needs.are.no.exception..
Personal.banking.has.evolved.over.generations,.with.each.incarnation.of.change.leading,.gradually,.to.a.regained.
level.of.consumer.comfort.–.followed,.more.quickly,.by.expectation.and.demand..
“It.took.people.some.time.to.shift.from.traditional.banking.–.saying.hello.to.the.people.you.knew.at.your.local.
branch.–.to.banking.with.ATMs,”.says.Charles.King,.principal.analyst.with.research.firm.Pund-IT..“Something.
similar.has.since.occurred.in.the.online.banking.world,.and.now.we’re.moving.toward.mobile.banking.as.well.”
With.each.of.these.historical.precedents,.financial.institutions.have.discovered.significant.savings.in.employee.
and.service.costs,.explains.King..“Each.evolution.has.offered.financial.institutions.new.ways.to.take.expenses.out.
of.the.services.they.offer.and.to.add.those.savings.to.their.bottom.line.”.
Today,.e-banking.makes.it.possible,.from.anywhere.with.an.Internet.connection,.to.check balances, manage
bills, transfer funds, schedule payments and receive or set up a notification.–.asking.to.be.alerted,.for.
example,.when.a.particular.check.clears,.or.a.balance.amount.falls.below.a.predetermined.figure.
Driving.this.latest.evolution,.of.course,.is.an.increasingly.tech-savvy.population..The.Pew.Internet.&.American.Life.
Project.has.reported.little.variation.in.the.high.percentage.of.adults.across.age.groups.from.18.to.72.who.turn.
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...3

4. to.the.Internet.to.check.e-mail,.perform.searches.and.research.products..Likewise,.both.sexes.appreciate.the.
efficiency.of.the.Internet..“Both.men.and.women.approach.with.gusto.online.transactions.that.simplify.their.lives.
by.saving.time.on.such.mundane.tasks.as.buying.tickets.or.paying.bills,”.according.to.the.Pew.report.
What.does.jog.the.numbers.is.a.closer.look.at.the.behavior.of.Millennials..Born.in.the.early.1980s,.Generation.Y.–.
100.million-plus.strong.–.has.never.known.a.world.without.personal.PCs,.is.all.thumbs.on.a.cell.phone..
(in.the.best.possible.way),.and.has.been.described.by.Pew.as.the.“first.generation.in.human.history.that.regards.
behaviors.like.tweeting.and.texting,.along.with.Web.sites.like.Facebook,.YouTube,.Google.and.Wikipedia.not.as.
astonishing.innovations.of.the.digital.era,.but.as.an.everyday.part.of.their.social.lives.and.their.search..
for.understanding.”1..
Not.keeping.pace?.Business Week2.reports.that.Millennials.are.the.first.generation.big.enough,.and.powerful.
enough,.to.lay.low.a.mainstream.boomer.brand.with.its.collective.cold.shoulder.
Businesses.with.hopes.of.remaining.viable.have.accordingly.responded.to.society’s.online.expectations,.both.to.
please.customers.and.help.assure.their.own.longevity..Indeed,.in.one.Pew.survey,.the.majority.of.respondents.
said.they.expect.that,.by.2020,.“innovative.forms.of.online.cooperation”.will.significantly.result.in.more.efficient.
“Of all the activities we have and.responsive.businesses,.governments,.non-profits.and.other.mainstream.institutions.3.
tracked since 2000, few have
What.does.that.mean.for.financial.institutions?.Now’s.the.time.to.ensure.that.you.don’t.get.left.behind..For.all.
seen as much growth as
of.the.ways.society.turns.to.the.Internet,.and.the.growing.numbers.of.us.expecting.information.literally.at.our.
online banking.” fingertips,.Pew.still.reports:.“Of.all.the.activities.we.have.tracked.since.2000,.few.have.seen.as.much.growth.as.
–.Pew.Internet.&.American.Life.Project online.banking.”
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...4

5. The Three Pillars of E-Banking
Online.banking.is.just.one.component.of.e-banking.and.today,.more.than.deposit.slips.or.institution-branded.
calendars,.consumers.and.businesses.expect.e-banking.tools.from.their.financial.institutions..
Research.firm.Synovate.reports.that.online.banking.is.not.only.growing.in.popularity.but.at.the.expense.of.
traditional.forms.of.banking..Among.consumers.it.surveyed,.61.9.percent.used.online.banking.in.2009.–.up.from.
60.percent.in.2008.–.while.telephone.banking,.in-branch.banking.and.ATM.banking.all.fell.4..
Pew.reports.that.nearly.70.percent.of.Gen.X.Internet.users.already.do.their.banking.online,.and.that.the.number.
of.Gen.Y.adopters.continues.to.climb.5..Many.younger.users.actually.leave.online.banking.–.or.skip.it.altogether.–.
in.favor.of.mobile.banking,.preferring.to.use.their.mobile.phones.over.PCs..
In.fact,.according.to.The.TowerGroup.research.firm,.mobile.banking.has.outgrown.its.role.as.a.“nice.to.have”.
innovation.and.emerged.as.a.mainstream.offering.for.banks.of.all.sizes..By.2011,.the.firm.expects.that.more.than.
27.million.U.S..consumers.will.use.their.mobile.devices.for.banking6..–.and.that.by.2013,.that.figure.will.nearly.
double.to.53.1.million.active.users..Likewise,.research.firm.Berg.Insight.has.forecast.the.number.of.worldwide.
mobile.banking.users.to.reach.894.million.by.2015.7..
Whether or not to extend e-banking services to customers is no longer a question for forward-looking
institutions. And to remain competitive, neither is it enough to offer online banking alone.
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...5

6. Today,.best-of-breed.e-banking.solutions.depend.on.three,.rock-solid.and.complementary.
components:.an.online.banking.suite,.for.use.through.a.PC.or.Mac;.online.bill.payment.
capabilities;.and.mobile.banking.capabilities.for.use.with.a.mobile.phone.
Institutions.from.tiny.credit.unions.to.large.regional.banks.are.discovering.that.it’s.possible.
to.expand.their.business’.reach,.enjoy.cost.savings,.pursue.new.revenue.streams.and,.for.the.
first.time,.compete.in.a.manner.that’s.on.par.with.the.offerings.of.the.industry’s.benchmark.
institutions..How?.With an outsourced, integrated banking solution that’s both flexible
enough and addresses the device preferences of each account holder and also nimble
enough to keep up with the speed of technology.
S t a y i n g C o n n e c t e d W i t h C u s t o m e r s :.F i n a n c i a l .S e r v i c e s . f o r .t h e . N e x t. G e n e r a t i o n ...•...6

7. Pillar One: Online Banking
Over.the.last.decade,.countless.institutions.have.discovered.that.an.online.banking.service.can.drive.profits.by.
redirecting.in-person.and.call.center.traffic.to.the.Internet..Fewer, however, are leveraging the full benefits
that follow from a holistic, online solution that fully integrates, with an unassisted channel, all the
capabilities of its assisted channel.
In.addition.to.cost.savings,.a.best-in-class.online.banking.solution.offers.a.financial.institution,.regardless.of.its.
size,.an.online.presence.that.enables.it.to.differentiate.itself.from.competitors,.as.well.as.to.compete,.both.in.
quality.and.also.its.reach,.with.the.industry’s.brand-name.players..
While.online.banking.customers.can.enjoy.a.seamless.and.compelling.experience.–.equivalent.or.superior.to.that.
of.an.assisted.channel,.with.the.convenience.and.time.savings.of.anytime,.anywhere.banking.–.the.benefits.for.
financial.institutions.are.still.more.extensive:..
•... apabilities.such.as.transferring.money.or.opening.a.new.account.can.be.extended.through.the.unassisted.
C
.
online.channel,.enabling.organizations.to.grow.and.acquire.new.customers.–.and.to.offer.them.first-class.
service.–.without.the.need.for.employees.to.be.directly.involved..There’s.less.need.for.intervention.by.
administrative.and.management.staff.
•... hile.an.interaction.between.a.customer.and.a.call.center.representative.or.bank.teller.is.subject.to.
W
.
uncertainties,.online.banking.can.provide.a.reliably.positive.user.experience.that’s.fully.integrated.with.the.
bank’s.core.processing.environment,.while.at.the.same.time.showcasing.its.services.and.demonstrating.pride.
in.its.brand..
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...7

8. •... .first-rate,.outsourced.solution.enables.a.financial.institution,.regardless.of.its.assets,.
A
.
to.benefit.from.its.larger.partner’s.industry.experience.and.skills..By.offering.a.solution.
that’s.as.technologically.savvy.as.those.offered.by.industry.heavyweights,.a.financial.
institution.of.any.size.is.equipped.to.beat.competitors.while.saying.to.customers:.“We.
get.it.”
•... n.online.solution.enables.an.organization.to.grow.its.presence.in.towns.and.regions.
A
where.it.may.not.have.brick-and-mortar.branches.but.can.duly.compete.with.the.
offerings.of.the.local.institution..
While.an.online.solution.can.deliver.services.to.underserved.communities.without.access.
to.a.physical.branch,.more.often,.financial.institutions.are.competing.in.towns.and.cities.
where.consumers.have.numerous.options..Consequently,.it’s.imperative.to.choose.a.
solution.that’s.fully.integrated.and.technologically.competitive.to.compete.and.win.in.a.
crowded.marketplace...
Size.no.longer.has.to.be.a.default.indicator.of.a.financial.institution’s.capabilities.–..
or.reach..
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...8

9. Pillar Two: Bill Payment Capabilities
Online.bill.payment.solutions.have.already.seen.an.initial.wave.of.adoption..To.create.opportunities.for.new.
growth,.institutions.need.to.differentiate.their.offerings.and.business.sensibility.from.those.of.their.competi-
tors..How.to.encourage.new.growth?.Offer a solution that empowers customers – both consumer and
business – to not simply pay bills but to also move money..Quickly..Easily..Whether.it’s.to.celebrate.friends,.
assist.family,.or.act.on.a.financial.opportunity.that.requires.real-time.attention..
By.approaching.payment.capabilities.with.a.new.outlook,.an.organization.can.prime.itself.to.capitalize.on.
underserved.markets.and.underused.advantages.
For.example,.customers.or.members.will.often.visit.their.financial.institution’s.Web.site.to.check.account.
balances.and.then.leave.the.site.to.pay.their.bills,.one.by.one,.at.their.credit.card,.mobile.phone.or.utility.
company.Web.sites.
This.is.both.inefficient.and.also.a.lost.business.opportunity.that.business.customers.in.particular.recognize.and.
would.like.to.avoid..According to the Bank Administration Institute (BAI), 50 percent of the businesses it
surveyed said they would be willing to change financial institutions to receive better payment services..
Because.their.unique.needs.often.aren’t.addressed,.the.majority.of.business.consumers.report.paying.their.
personal.bills.online,.but.just.more.than.half.say.they.do.the.same.with.business.bills..
An.effective.bill.payment.solution.should.feel.like.a.comfortable,.natural.extension.of.a.customer’s.e-banking.
experience.–.encouraging.use.and.increasing.opportunities.for.the.institution.to.extend.offers.and.collect.
data..Consequently,.a.financial.institution.shopping.for.such.a.solution.must.require.that.it.can.be.entirely.
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...9

10. personalized.to.reflect.its.desired.look.and.feel,.as.well.as.its.marketing.objectives,.enabling.the.institution.to.
entirely.differentiate.itself.from.competitors’.efforts..
A bill payment solution should additionally:
•..Offer.tools.to.assist.first-time.users.and.help.drive.repeat.visits
•... llow.P2P.payments.for.domestic,.business.and.international.transactions,.including.the.ability.to.generate.
A
revenue-share.opportunities.for.financial.institution.clients
•...nclude.tools.to.manage.and.schedule.payments,.as.well.as.auditing.and.tracking.capabilities
I
•... nable.expedited.payments.to.accommodate.last-minute.and.panic.payments.–.with.terms.dictated.by.the.
E
financial.institution.
“The demand for mobile payment •... ffer.remittance.payments.and.electronic.payments.through.automated.clearing.house.(ACH).networks.
O
services, systems, software •...nclude.a.choice.of.accounts.from.which.to.make.a.payment
I
and associated support and
•... upport.multiple.users.with.separate.logins.and.passwords,.and.–.for.business.customers.–.allow.the.ability.to.
S
consultancy will grow in the five control.which.users.have.access.to.specific.payment.functions.and.information
years from 2008 to enable the
When.account.holders.begin.paying.bills.through.their.financial.institution’s.Web.site,.a.new.level.of.commitment.
processing of over $300 billion is.created..Research.shows.that.a.customer.who.establishes.a.bill.payment.relationship.with.his.or.her.financial.
based on gross of payment institution.is.less.likely.to.leave.it..More.than.a.benefit,.this.is.a.win-win:.Online.banking.users.are.proven.to.carry.
transactions by 2013.” higher.balances.than.non-online.banking.users8..and.to.require.less.service.support..
–.Juniper.Research
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...10

11. Pillar Three: Mobile Banking
In.2009,.more.than.one.billion.mobile.phones.were.purchased.around.the.world,.and.analysts.only.expect.
that.figure.to.rise,.exceeding.1.5.billion.handsets.by.2013.9..Even.in.tough.financial.times,.studies.show.that.
consumers.will.keep.their.wallets.closed.to.items.such.as.jewelry.or.vacations,.but.they.will.continue.to.spend.on.
personal.electronics.such.as.new.mobile.phones.10...
The.increasing.adoption.of.mobile.phones,.and.particularly.of.smartphones,.with.their.full.Web-surfing.
capabilities.and.netbook-speed.processors,.are.big.contributors.to.the.growth.of.mobile.banking..Also.
contributing,.say.analysts,.are.consumers’.heightened.expectations.for.self-service.options,.as.well.as.the.nation’s.
expanding.3G.and.4G.mobile.networks,.making.extensive.mobile.capabilities.an.“anytime”.reality..
Among.smartphone.users,.Apple’s.iPhone®.device.–.with.its.large.screen,.easy-to-use.interface,.rich.application.
store.and.highly.engaged.user.base.–.has.been.a.particular.catalyst.for.growth..
One.major.banking.institution,.for.example,.has.reported.that.40.percent.of.its.mobile.banking.customers.use.
an.iPhone.or.an.iPod.touch®.device11.to.access.its.services..And.when.a.separate,.smaller.institution.launched.a.
mobile.deposit.application.for.iPhone.users,.adoption.was.so.immediate.that.more.than.$300.million.dollars.was.
transferred.through.the.application.in.its.first.five.months.after.launch.12..
Indeed,.more.than.50.percent.of.iPhone.users.report.already.subscribing.to.a.mobile.banking.solution.13....
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...11

12. While.perhaps.less.expected,.the.global.recession.has.been.yet.another.growth.catalyst..For.consumers.who.
Estimated Active U.S. Mobile
Banking Users, 2010–2013 are.more.aggressively.managing.their.finances,.mobile.banking.can.offer.an.anytime,.anywhere.view.of.account.
balances,.allow.for.a.transfer.of.funds.between.accounts,.or.alert.a.customer.when.a.fee.has.been.applied,.for.
2010 17.8.million.users
example..In.short,.it.empowers.consumers.to.feel.more.in.control.of.their.finances.
2011 27.4.million.users
Institutions.tasked.with.belt-tightening.and.reducing.IT.spending.(which.is.hardly.a.minority,.with.Gartner.
2012 39.3.million.users forecasting.that.IT.market.revenue.won’t.recover.to.2008.levels.until.201214).are.also.in.a.position.to.benefit.from.
mobile.banking..According.to.analysts,.more.financial.institutions.with.an.eye.on.ROI.are.better.scrutinizing.
2013 53.1.million.users
spending.and.being.more.thoughtful.about.implementation.
Source: The TowerGroup, “From Niche Play to Mainstream
Delivery Channel: US Mobile Baning Forecast, 2008-13”
“TowerGroup.believes.these.developments.are.positive.for.the.mobile.banking.market.because.careful.planning.
will.yield.new.opportunities.for.better.integration.across.delivery.channels.and.source.systems.to.enable.a.more.
holistic.self-service.strategy,”.wrote.analyst.Charul.Vyas.in.a.recent.mobile.banking.forecast.15.
“Surviving mobile banking
vendors will forge the right TowerGroup.additionally.expects.the.number.of.active.mobile.banking.users.to.grow.by.a.compound.annual.
growth.rate.of.51.8.percent,.rising.to.27.4.million.users.in.2011.and.on.to.53.million.by.2013..In.mid-2009,.a.
distribution partnerships,
number.of.U.S..banks.reported.that.10.percent.of.customers.were.already.using.mobile.banking..
pursue an intelligent integration
strategy, and articulate a The.comfort.level.many.consumers.feel.with.their.mobile.devices,.and.of.those.devices.the.increasing.
capabilities,.can.hardly.be.overstated..
holistic view of mobile
financial services.” “The.mobile.Internet.is.ramping.up.faster.than.the.desktop.Internet.did,”.according.to.Morgan.Stanley.analysts.
in.a.Dec..2009.report,“.and.we.believe.more.users.may.connect.to.the.Internet.via.mobile.devices.than.desktop.
–.The.TowerGroup,
PCs.within.five.years.”16.
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...12

13. The.accelerated.adoption.rates.of.the.mobile.Internet.are.also.translating.to.a.faster.rate.of.change.for.the.
mobile.financial.services.market..A.few.years.ago,.early.adopters.were.satisfied.with.solutions.that.allowed.them.
“For financial institutions to.check.balances.on.a.mobile.device..However,.the.market.is.evolving.rapidly.and.mobile.users’.expectations.
looking to expand their mobile- are.increasing.so.quickly.that.features.added.12.months.ago.will.likely.seem.antiquated.a.few.years.from.now..
banking market share, one To.keep.pace,.financial.institutions.need.to.invest.in.an.integrated.mobile.solution.that.not.only.provides.the.
of our key recommendations features.and.applications.perceived.as.competitive.and.current.by.demanding.mobile.customers,.but.are.also.
is to provide access via text flexible.enough.to.expand.and.remain.relevant.for.years.to.come..
messaging, Web browser While.it.is.tempting.to.consider.the.development.of.a.low.cost-point.solution.to.provide.customers.with.mobile.
and applications.” access,.integrated.solutions.have.the.significant.long-term.benefit.of.direct.access.to.account.data.and.can.scale.
...–.Javelin.Strategy.&.Research effectively.as.the.demands.and.features.of.the.market.change.in.this.dynamic.marketplace..
To address and take advantage of these trends, a best-in-class mobile banking solution should offer
three avenues for account management: SMS messaging, access through the Mobile Web and access via
a downloadable application..In.delivering.all.three,.an.institution.can.be.assured.that.its.offerings,.and.even.
marketing.efforts,.are.being.met.with.an.audience.100.percent.of.the.time,.whether.a.user.relies.on.a.PC,.a.
smartphone.or.a.feature.phone..
Less.expensive.feature.phone.handsets.currently.account.for.72.percent.of.worldwide.handset.sales17,.and.
using.them,.consumers.can,.through.SMS.messaging,.perform.tasks.such.as.initiating.payments.or.receiving.
notifications.of.account.changes.or.customer-specified.events..
S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...13

14. Feature.phones.also.increasingly.incorporate.the.user-friendly.input.features.made.popular.by.smartphones..
According.to.2010.data.from.The.NPD.Group18,.in.the.fourth.quarter.of.2009,.the.top.10.selling.phones.in.the.
U.S..all.included.a.touch.screen.or.a.QWERTY.keypad..For.more.Americans,.this.means.that.mobile.banking.on.a.
feature.phone.is.a.breeze..
Smartphones,.regardless.of.the.operating.system,.can.offer.access.to.an.account.through.a.mobile.browser..
Apple,.Nokia,.Research.In.Motion,.Microsoft,.Palm.and.other.manufacturers.additionally.boast.mobile.
application.stores.from.which.customers.can.download.(nearly.always.for.free).an.application.from.their.bank.of.
choice..In.many.instances,.the.application.can.additionally.be.launched.through.a.“widget”.on.the.device’s.home.
screen,.offering.literally.one-touch.access.to.an.account.
Further,.while.app.stores.offer.customers.convenience,.they.also.allow.banks.to.align.themselves.with.other.
trusted.and.much-loved.brands,.such.as.Apple..
Having a presence in the Apple App Store not only exposes a banking institution to an incredible amount
of traffic (in 2010, the Apple iTunes store celebrated its 10 billionth song download) but also exposes the
banking brand to a crowd that’s highly tech-savvy – and expects as much from the people handling
their money.
Note:..The.iPhone.and.iPod.touch.are.registered.trademarks.of.Apple,.Inc. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...14

15. The Future of Banking, the Right Choices Today
Today.a.number.of.e-banking.solutions.on.the.market.can.deliver.many.of.the.features,.innovations.and.
conveniences.described.in.this.publication..FIS,.however,.a.leading.financial.services.technology.and.bill.
payment.provider.with.30,000+.financial.experts.in.approximately.100.countries,.is.proud.to.say.that.it.can.
deliver.on.each.one.
Its customers have repeatedly found success in solutions built on the three critical pillars:
1. .. .feature-rich.online.banking.interface.that.enriches.a.financial.institution’s.relationships.with.its.customers;.
A
enables.it.to.expand.its.offerings.to.new.user.groups;.and,.with.perfect.branding.sensibility,.enables.it.to.
stand.alongside.best-in-class.competitors.
2...A.trusted.bill.payment.solution.that.addresses.the.unique.needs.of.consumer.and.business.customers,.while.
.
also.opening.doors.to.new.opportunities.made.possible.by.the.swift.and.efficient.transfer.of.funds.
3...A.mobile.banking.solution.that.offers.24/7.account.access.via.SMS.messaging,.Mobile.Web.access.or.an.
.
institution-specific.mobile.application,.allowing.customers.—.whether.based.on.their.mobile.phone.or.their.
tech.prowess.—.to.choose.the.method.that.best.suits.them..
FIS.has.more.than.40.years.of.experience.in.the.industry,.and.with.its.expert.tools.and.know-how,.can..
guide.financial.institutions.of.all.sizes.through.the.deployment.of.exactly.this.type.of.scalable,.integrated..
and.ROI-delivering.solution..
S t a y i n g C o n n e c t e d W i t h C u s t o m e r s :.F i n a n c i a l . S e r v i c e s . f o r . t h e . N e x t. G e n e r a t i o n ...•...15

16. The.e-banking.space.is.evolving.at.an.incredible.pace.—.in.just.a.year,.the.capabilities.made.possible.by.mobile.
phones,.and.the.ways.that.consumers.engage.with.them,.have.each.shifted.dramatically..Rollouts.of.high-speed.
networks.and.the.advent.of.netbooks.and.increasingly.lighter.notebooks.have.also.compounded.Internet.use.
and.reliance..FIS.gets.this..Its.experts.understand.user.trends,.and.its.solutions.platforms.are.flexible.enough.to.
continually.evolve.to.address.and.exceed.consumer.demands...
If.your.institution.already.offers.an.e-banking.solution,.FIS.invites.you.to.compare.its.features.to.the.winning,.
three-pillar.approach.described.here..For.those.that.have.yet.to.roll.out.a.solution,.the.criticality.of.doing.so.—.
particularly.in.an.unstable,.global.economy.—.cannot.be.taken.lightly..
The.industry.research.points.to.banking.customers.wanting.greater.personalization.and.better.online.tools.for.
managing.money.and.analyzing.transactions.—.while.a.new.generation.of.mobile.users.is.putting.its.stamp.on.
the.world.and.quickly.dismissing.all.that.falls.short.of.expectation..
For.financial.institutions.that.want.to.be.a.part.of.the.next.generation.of.banking,.a.flexible,.forward-looking,.first-
class.e-banking.solution.can’t.wait..
To.reach.FIS’.experienced.team.of.e-banking.advisors,.please.visit.www.fisglobal.com.
S t a y i n g C o n n e c t e d W i t h C u s t o m e r s :.F i n a n c i a l .S e r v i c e s . f o r .t h e . N e x t. G e n e r a t i o n ...•...16

17. About
A.leading.global.provider.of.banking.and.payments.technologies,.FIS.provides.financial.institution.core.processing,.and.card.issuer.
and.transaction.processing.services,.including.the.NYCE.Network,.to.more.than.14,000.financial.institutions.and.businesses.in.over.
100.countries.worldwide..FIS.is.a.member.of.Standard.and.Poor’s.(S&P).500 ®.Index.and.has.been.ranked.the.number.one.overall.
financial.technology.provider.in.the.world.by.The.American.Banker.newspaper.and.the.research.firm.Financial.Insights.in.their.annual.
“FinTech.100”.rankings..For.more.information.about.FIS.see.www.fisglobal.com.

18. 1.
Pew.Research.Center,.“The.Millennials,”.by.Scott.Keeter.and.Paul.Taylor,.Dec..11,.2009.
2.
Business.Week,.Feb..15,.1999,.“Generation.Y:.Today’s.teens.–.the.biggest.bulge.since.the.boomers.–.may.force.marketers.to.toss.their.old.tricks.”
3.
Pew.Internet.&.American.Life.Project,.“The.Impact.of.the.Internet.on.Institutions.in.the.Future,”.by.Lee.Rainier,.Mar..31,.2010.
4
.Synovate,.“Synovate.research.shows.online.banking.grows.in.popularity.while.telephone.banking.ATM.use.drops,”.news.release,.Oct..13,.2009.
5.
Pew.Internet,.“Pew.Internet.Project.Data.Memo,”.Jan..28,.2009
6.
The.Tower.Group,.May.2009,.“From.Niche.Play.to.Mainstream.Delivery.Channel:.US.Mobile.Banking.Forecast,.2008-13.”
7.
Berg.Insight,.“Berg.Insight.predicts.874.million.mobile.banking.users.by.2015,”.news.release,.April.23,.2010.
8
.. artner,.“Gartner.Survey.Shows.Number.of.Consumers.in.the.U.S..and.U.K..Using.Online.Banking.Continues.to.Grow.Across.Income.and.Ages,”.news.
G
release,.June..15,.2009.
9.
IMS.Research,.March.8,.2010,.“Cellular.Installed.Base.Grows;.New.Handset.Shipments.Resilient.Despite.Recession.”
10.
isuppli,.March.19,.2010.
11.
The.Tower.Group,.May.2009,.“From.Niche.Play.to.Mainstream.Delivery.Channel:.US.Mobile.Banking.Forecast,.2008-13.”
12.
USAA,.“USAA’s.Popular.Deposit@Mobile.Now.Available.On.Android-Powered.Smart.Phones,”.news.release,.Jan..28..2010.
13
.. avelin.Strategy.&.Research.“Consumer.Adoption.of.Mobile-Banking.is.Lagging.Primarily.Due.to.Ineffective.Marketing.By.Many.Financial.Institu-
J
tions,”.news.release,.Oct..22,.2009.
14.
Gartner,.Oct..19,.2009,.“Gartner.Says.IT.Spending.to.Rebound.in.2010.with.3.3.Percent.Growth.After.Worst.Year.Ever.in.2009.”
15.
The.Tower.Group,.May.2009,.“From.Niche.Play.to.Mainstream.Delivery.Channel:.US.Mobile.Banking.Forecast,.2008-13.”
16.
Morgan.Stanley,.Dec..15.,.2009,.“The.Mobile.Internet.Report.”
17.
NPD.Group,.Aug..19,.2009
18
.The.NPD.Group,.“Mobile.Phone.Consumers.Shun.Standard.Keypads,.in.Favor.of.Touch.Screen.and.QWERTY.Keyboards,”.news.release,.Feb..9,.2010.