UOB Advanced Cash in Transit Qorus Reinvention Awards - APAC - Winner

In Singapore’s fast-paced, modern economy, customers demand optimal service from their banking provider, no matter the touchpoint, online or offline. When the Data Management, Channels and Technology teams came together to tackle this challenge, they knew they had to bring their A-Game! UOB has more than 600+ self-service banking machines servicing customers across Singapore. These comprise of Automated Teller Machines (ATMs) and Recyclers, which perform both deposit and dispensing functions. Cash-in-transit trips are scheduled regularly to replenish all these machines, to maintain optimal cash-levels and ensure our customers are well served across Singapore, at all times. Any deficiencies in this process could result in cash-outs for customers, higher cost and wasted efficiency, with UOB’s cash supplier making additional un-necessary cash replenishment trips, employing additional manpower and driving trucks for many additional kilometres. The UOB Advanced Cash in Transit project team envisioned a fresh approach, using advanced AI and machine learning to analyse cash behaviour patterns and produce a timely, cash-in-transit trip planning solution. This yields a trip schedule with best cash availability, to ensure high customer service, most efficient route planning, to minimise cost and kilometres driven and, at the same time, improvements in overall machine availability to uplift customer service.