The over-reliance on computers is leading to a lack of resilience in the banking system
WHEN the NHS rolled out Covid appointments, it did it by mail and there were no problems. However, the census forms were not issued in full by post and delays resulted. Was a lesson learned? Not everyone has online equipment and some areas cannot get broadband anyway, so why was a simple mailing system not adopted?
A reliance on computers and the internet may speed up commercial operations (and reduce staffing, wages and so on) but it must have a fall-back system in the event of outages, incomplete coverage or even errors.
The first thing I see inside my bank is a row of self-service units just like a Las Vegas group of slot machines. They do not always accept cheques, invoices and the like, so the next stop is a queue to a teller. One day the whole system went down so, irrespective of my balance, I could only withdraw £100 on presentation of my credit card. There is no fall-back system in place.
On the BBC programme Rip-off Britain earlier this week there were examples of erroneous transfers of power contracts and one breach of data protection. These were caused by computer operator error when a one-digit or button error resulted in costs to customers. In a system designed to reduce staffing, a supervisory/approval safeguard was omitted. This unfortunately is now the business norm.
The internet procedures have also bred advances in criminality as well as new ways of making business mistakes. Scams occur too regularly.
The internet requires reorganisation, regulation and policing. If necessary we must reintroduce more paper, print and postage.
Likewise our business practices – especially our banks – should look at more hard copy records and simple arithmetic for when the lights go out, even if it means more staffing. What happened to this profession which once provided a reasonably fast, safe and efficient service (not to mention at convenient locations)? Now that Covid restrictions are easing can we hope for more cash transactions and the suspension of bank branch closures?
JB Drummond,
Kilmarnock.