Understand impact of developments on an organisation
Impacts developments in computing have had on an organisation
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Qualification Title BTEC - L3 IT Extended Diploma in Computing
Unit/Module No./Title Unit 09 – Impacts of Computing
Assignment No./Title 9.1
Learning Aim(s) A: Understand impact of developments on an organisation
Issue Date Planned Submission Date Actual Submission Date
First/Second Submission
Criteria Criteria Assessor’s Feedback Your feedback should include:
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What the learner has not achieved and what was missing.
Information or guidance available to the learner they could have drawn on (e.g. class notes;
handouts; resources in assignment brief etc.)
P1: Explain the impact that
developments in computing ☐
have had on an organisation.
P2: Explain the likely impact
of an emerging technology on ☐
organisations.
M1: Analyse the risks related
to implementing a new
☐
computer system in an
organisation.
D1: Evaluate the impact that
implementing a new
☐
computer system can have
on an organisation.
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Futures outcomes
Unit 9 – The Impact of Computing
Learning Aim A – Understand impact of developments on an organisation
Impacts developments in computing have had on an organisation
The rapid development of computer technology over the past 50 years or so has tremendously impacted the lives of
individuals and the ways in which organisations work. Computer technology has created completely new business op-
portunities, revolutionising the world of work. In this assignment, I will learn the impacts of computer technology in a
growing computing development.
I will develop an understanding of both the positive and the negative impacts of computing development on an organ-
isation or business (bank) when it implements a new system. Furthermore, I will also learn the more general impacts
on individuals and society that take place through developments in computing, technology and the systems. Also, the
future impacts it could have.
Task A – Explain what impact the Mobile App / internet banking has had on a bank
The rise of mobile banking has tremendously changed the face of banking in recent times. Traditional banking which
used to be all physical – clients would come in and withdraw, transact, and inquire about their financial needs with a
person or a physical ATM machine. However, now with the development and emergence of the mobile banking tech-
nology, it has changed banking forever in a lot of ways.
For example, with the ubiquitous use of mobile phones and mobile banking, some social trends have arisen in the re-
cent times, one of which is infrastructure changes. A lot of the banks recently have closed down their physical
branches and invested more in their online setup. In fact, this has given birth to many prestige online banks that just
run on the internet and do not have any concept of physical banking at all – all transactions, support etc. takes place
over the phone or the internet (through the app). For instance, one of these banks is called the Starling Bank. It is a
fully regulated UK bank account under the FSCS (Financial Services Compensation Scheme).
This can have many benefits such as reacting quicker to competition (updating a website rather than producing ad-
vertising media and distributing it).
Another notable social trend that online/mobile banking has brought, is the impact it has had on the staff – more pre-
cisely the job security of the employees (King Saud University-RCC, Saudi Arabia, 2015). The use of electronic
money transfer, internet banking services and telephone banking has put the staff that was previously known as being
in a ‘safe’, job position employees on risk of losing their jobs. This is because as more and more people are learning,
and looking forward towards the digitisation of systems. This means that the bank would need more software engin-
eers and customer support staff to provide their customers protection and support online, rather than needing staff on
branches to handle customers coming in. In fact apps are overtaking high street branches of banks to claim the num-
ber one spot. (Samojlo, 2019) This is the reason why banks are reducing the number of staff on ground/ tellers.
, This social trend has driven towards a technological change too, which is to put more focus and emphasis on cyber-
security as more and more people are using mobile/internet banking. This has led to a high increase of demand in
cybersecurity jobs - (Techjobs, 2022), and relatively in customer support expertise. Online banking has to be very
secure in order to gain the customer’s trust. One of the prime examples of this is Encryption. Encryption is a current
and emerging technology that plays a key role in online banking to keep safe from unauthorized access. Banks are
leveraging such mobile app development features to ensure high levels of security. These options like encryption and
biometric authentication make banking apps more secure than their online counterparts. Cyber-security companies
and employees are constantly looking for newer and improved ways of keeping their organisation safe and secure.
With the use of mobile/internet banking, another technological trend that has come about since the dawn of using on-
line banking is improvement in predictive services. Online banks are increasingly using AI (which is also a current
and emerging technology) to predict in advance what their users might want based on previous data. This makes their
online banking more efficient, and thus satisfying to the user (as it saves their time). Companies are hiring more and
more AI specialised software developers to gain a competitive advantage in their niche and market.
Task 2 (P2, D1)
Explain the likely impact of an emerging technology on the banking industry (e.g. quantum com -
puting, Blockchain, Smart contracts, Machine learning and Artificial Intelligence).
As briefly hinted above, artificial intelligence and blockchain are two of the emerging technologies that are
changing the face of banking, and now their impacts will be discussed and evaluated below.
To start with, definition wise artificial intelligence is the development of computer systems (i.e., Robots) that are able
to perform tasks that were otherwise normally performed by humans, because they require human intelligence such
as visual perception, speech recognition, decision-making, problem solving and understanding language(s). This tech-
nology has been developing since the early 1940s (Anon., 2022) but it’s never been good enough to be used in real
world applications, especially the banking industry, up until recently.
With such a vast array of technologies all combined together in an AI machine, it can be used for a lot of purposes and
is rapidly developing to be used in more places as we speak. In a banking industry context, it can impact/improve
many of its services and technologies with its applications to start with.
This can, A) improve a bank’s customer services (both online and offline), B) used to develop more effective cross-
selling strategies, and C) provide better security by spotting more anomalous/suspicious transactions.
Artificial intelligence can drastically improve a bank’s customer service. For example, imagine not having to wait in a
queue in a bank just to make a transaction or see a teller. This is made possible by chatbots, online and offline chat-
bots are increasingly replacing human agents along the customer journey, holistically changing the face of customer
engagement, even on websites and social media platforms (IBM, 2020) chatbots answer frequently asked questions
(FAQs) about various topics, or provide personalized advice, cross-selling products or suggesting sizes for users. Ex-
amples include virtual agents e-commerce sites, messaging bots, inquiry bots such as on Spotify to fix customer is-
sues faster and in a more friendlier way. In fact, according to (Digalaki, 2022) this is the greatest cost savings oppor-
tunity for banks and offices on front office (conversational banking). Compare this to the traditional conversational
banking, and you will find that it’s ten times inefficient, less friendly, and not even close when it comes to cross-selling
products. On top of that, it’s also much more expensive than this and isn't round the clock.
Artificial intelligence will evolve and impact customer service even more. For example, artificial intelligence will be
used to automate pre-interaction tasks.
Successful customer service experiences start much before the agent-to-customer interaction. It involves understand-
ing and classifying the customer issue then using vast volumes of data to match the customer to the right agent.
For example, A.I will be used to automate intelligence ticket routing to agents. This is the tedious process of taking in-
come customer support tickets and assigning them to the best-prepared agents for that request. This process is very
time consuming, highly inefficient, and leads to delayed response times (because of human error in tagging the tickets
in the right category). The categories can range from – billing issues, shipping requests, sales questions, or technical
inquiries. These are then routed to the most optimal agent (sometimes a user is transferred between different teams).
A.I can use its Machine learning algorithms to automatically classify the tickets into different categories which in this
case are tags. Another extra benefit which you can’t get with the traditional methods is that you can use sentiment
analysis, to determine angry or dissatisfied customers and assign them priority in resolving their issues. One example
of a successful start up company that made this is Affiniti. It is an AI platform/software that pairs customers to agents
based on behaviour to enable more successful interactions, using intelligence routing. This business was valued at
$1.6 billion dollars in its last valuation, because through this “better pairing and better interactions lead to higher cus-
tomer satisfaction as well as higher agent satisfaction.”
There are certain disadvantages linked with the greater use of A.I in customer service and these have to be factored
in before integrating their use into businesses.
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