Google Unified Payment Provisioning (UPP) Qorus-Infosys Finacle Banking Innovation Awards 2025

Business Need BMO identified a critical shift in the payments landscape, particularly in the adoption of digital wallets:

1. Rapid Growth in Digital Wallet Spend: • Digital wallet in-app spend rose to 9% of total spend, up from less than 3% two years prior, with the rate even higher among younger demographics (18-40-year-olds), where it exceeded 12%

2. Fragmented User Experience: • Existing processes for digital wallet payments via Google were disjointed, leading to customer dissatisfaction and missed opportunities to engage users effectively.

3. First-Mover Advantage: • Partnering with Google presented a unique opportunity for BMO to become the only Canadian bank (and one of two in North America) to integrate with Google’s new push provisioning technologies, positioning BMO as an innovator in the space. Drivers and Desired Outcomes

The initiative was designed to meet multiple objectives, both strategic and tactical: 1. Streamlined Digital Wallet Integration: • Enable BMO customers with Android devices to add their cards to digital wallets seamlessly and immediately through push provisioning of cards.

2. Unified Push Provisioning (UPP): • Ensure customers only need to add their cards once to access them across all Google platforms, reducing friction and improving the user experience.

3. Instant Card Access: • Develop infrastructure for the instant provisioning of credit limits and virtual cards, allowing customers to begin using their cards digitally without waiting for physical cards.

4. Enhanced Security: • Implement step-up authentication tools, such as one-time passwords (OTPs), to provide additional layers of security when adding cards to wallets.

5. Increased Card Activations and Usage: • Drive card activations and increase card usage to secure top-of-wallet position, ensuring BMO cards were the preferred payment method for customers.

Opportunities Identified • Customer Engagement: The fragmented experience presented an opportunity to improve satisfaction and deepen customer relationships by simplifying digital wallet integration. • Competitive Differentiation: A first-mover partnership with Google positioned BMO as a leader in digital innovation and payments, enhancing its brand in a competitive market. • Revenue Growth: Higher card activations and increased spend through digital wallets were anticipated to boost revenue while solidifying BMO’s presence in the digital payments ecosystem.