Operational stage :
1. Is the security manual in place describing the security measures of replenishing cash in the ATMs?
2. Are all the staff involved in cash transfers screened thoroughly and their photos and prints taken? In case of a contract, does the service vendor
follow similar formalities? This should be periodically checked by the Bank and this point needs to be have been specifically made in the agreement with him.
3. Is the process of allocation of ATM cards secure?
a. Are the Personal Identification Numbers (PIN) generated randomly?
b. Are the PIN cards printed in a manner that no staff is able to read them without tearing open the seal?
c. Are the cards and PIN numbers sent separately? Popular delivery mode is delivery of card only through a courier agency. The PIN number is physically delivered through the branch. In case the PIN number is also to be delivered, it should be given on a later date and that too through another courier agency.
d. The Courier agency should be under separate contract to fulfill the extra formality of identification confirmation of the person accepting the card with the strict instruction to hand over the card only to the person to whom the card is allotted.
e. Bin filling exercise should be done in the presence of at least two persons who should supervise each other to ensure correct denominations are inserted in the correct bins.
f. User report if available on the ‘special service ATM card’ should be obtained and filed for future reference. This should ideally record the time and date of opening the ATM machine presumably to replenish it. Along with this, the cash balance after replenishment should also be printed.
g. Cash shortages should be thoroughly investigated with full reference to the server report, compared with the ATM’s log available on site of ATM.
h. All cards should be changed after a period say 2 years to allot cards to only regular users thus diminishing risk of the cards of non-users.
4. Whether surprise checks are carried out by the vendor or the Bank’s departmental officer to ensure the amount and time of currency replenished as reflected in the register is accurately recorded?
5. Whether schedules of currency replenishment are not static and are changed on each occasion randomly to ensure that there is no definitive pattern?
6. Whether ATMs providing additional service like refilling phone cards or etransfers etc. are system audited periodically?
7. Whether the bank has a system to thoroughly report and investigate complaints regarding non-performance of services?
8. Whether ‘Cash in ATM’ and ‘Cash in transit’ insurance is kept alive at all times?