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Due Diligence - The Regulator’s Perspective

Due Diligence - The Regulator’s Perspective. ABA Telephone/Webcast Briefing August 14, 2001. Cynthia Bonnette, Assistant Director FDIC Bank Technology Group. Presentation Overview. Outsourcing trends and developments Highlights of the FFIEC’s outsourcing guidance

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Due Diligence - The Regulator’s Perspective

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  1. Due Diligence - The Regulator’s Perspective ABA Telephone/Webcast Briefing August 14, 2001 Cynthia Bonnette, Assistant Director FDIC Bank Technology Group

  2. Presentation Overview • Outsourcing trends and developments • Highlights of the FFIEC’s outsourcing guidance • FDIC’s brochures on technology outsourcing • Regulatory oversight of service providers • Outsourcing-related provisions of GLBA

  3. Outsourcing Trends • TowerGroup estimates banks outsource over 85% of their information technology • Significant technical expertise and skills are required in the current environment • The cost to license software or purchase services can be lower than the cost to develop and maintain a proprietary system • Time to market and technology dynamics require rapid development and enhancement

  4. Outsourcing Trends • What’s new about outsourcing today? • Outsourced functions include mission critical and customer-facing applications • Vendors may be new companies--less familiar with the financial services industry • Niche providers and specialization often results in multiple vendor relationships • Industry dynamics create new challenges for vendor oversight

  5. FFIEC Guidance • “Risk Management of Outsourced Technology Services”-- FFIEC Guidance, November 2000 • Key elements of the risk management process: • Risk assessment • Due diligence in selecting service provider • Contract Requirements • Oversight of service provider Regardless of the decision to outsource, the bank remains ultimately responsible.

  6. FDIC’s Outsourcing Brochures • FDIC recognized that community banks may face challenges in achieving the goals of the FFIEC guidance • Internal and external experts were consulted to identify areas where additional information would be useful • Goal: Provide practical information that “maps back” to the FFIEC guidance

  7. FDIC’s Outsourcing Brochures • Three topics: • Selecting a Service Provider • Service Level Agreements • Managing Multiple Service Providers • Why did we choose these topics? • Involvement of key players • External experts (Gartner Group) • Industry representatives • FDIC experts in IT and contracting • Technology companies

  8. FDIC’s Outsourcing Brochures • White papers were drafted and shared with the industry • The content was revised and re-circulated • Documents became available on June 4, 2001 • Bulletin announcing the brochures was issued 6/4/01 • Documents are available online at www.fdic.gov • Printed brochures are available upon request

  9. FDIC’s Outsourcing Brochures • What they are… • Reference documents that a banker may use in relevant situations • Optional tools/resources • What they aren’t… • Official guidance • Examination procedures

  10. Selecting a Service Provider • Objectives of the selection process • Identifying potential vendors • Evaluation and selection • Negotiating the contract • Appendix on using an RFP

  11. Selecting a Service Provider - Tips • Negotiate flexibility - e.g., shorter term contracts • Be specific in defining responsibilities • Use institution-wide approach • Address resource allocation • Include service level agreements • Remember exit/termination clauses • Include legal counsel in the process • Don’t rush

  12. Service Level Agreements • Definition and overview of SLAs • Four steps for developing SLAs • Tips for drafting SLAs • Tips for managing SLAs • Appendix on SLA development - details • Appendix with sample SLA “If you can’t measure it, you can’t manage it.” --Peter Drucker

  13. Service Level Agreements - Tips • Four step process to developing SLAs: • Determining objectives • How does the outsourced service fit into the bank’s strategic plan? (e.g., customer service) • Defining requirements • What are the operating/performance needs? (e.g., availability) • Setting target measurements • What metrics can be used? (e.g., % “up time”) • Establishing accountability

  14. Managing Multiple Provider Relationships • Examples of multiple provider relationships and related challenges • Lead-contractor structure • Inter-provider agreements • Tips for coordinating multiple providers • Appendix with tips for agreement terms and conditions

  15. Managing Multiple Provider Relationships - Tips • Contracts should explicitly state: • Roles and responsibilities • When and how subcontractors will be used • Consider security and insurance implications • When subs are involved, determine the bank’s legal relationship and “privity” • Ensure effective communication between all relevant parties

  16. Relationship to Regulatory Guidance and BITS Framework • The outsourcing brochures are NOT official guidance • Can be used to compliment the existing guidance and provide supplemental information and “good ideas” • Can be used as educational material or practical examples

  17. Regulatory Oversight of Service Providers • Authority comes from the Bank Service Company Act • Interagency exams are coordinated by the FFIEC Information Systems Subcommittee • MultiRegional Data Processing Servicer Program • Shared Application Software Review Program • Recently, Internet banking service providers have been included in the MDPS program • Onsite exams are staffed by examiners from all agencies and a joint report is produced

  18. Regulatory Oversight of Service Providers • Copies of the exam report can be obtained by client banks onlyfrom the regional office of their federal regulator • Exam reports are not a substitute for due diligence and oversight by bank management (e.g., regular receipt of independent audits and security reviews) • The scope and frequency of the exams should be considered when using the reports as a resource

  19. GLBA Implications for Outsourcing • GLBA Section 501(b) Standards for Protecting Customer Data • Each bank shall: • Exercise appropriate due diligence in selecting its service providers • Require its service providers by contract to implement appropriate measures designed to meet the objectives of these guidelines

  20. GLBA Implications for Outsourcing • Each Bank shall (continued)… • Monitor (where indicated by the bank’s risk assessment) its service providers to confirm that they have satisfied their obligations • Review audits, summaries of test results • The extent of monitoring should be based on risk assessment

  21. GLBA Implications for Outsourcing The guidelines define a service provider broadly: “Service provider means any person or entity that maintains, processes, or otherwise is permitted access to customer information through its provision of services directly to the bank.”

  22. Questions & Discussion Cynthia A. Bonnette, Assistant DirectorFDIC Bank Technology Group550 17th Street, NW, Room H-1005Washington, DC 20429202-736-0528cybonnette@fdic.gov

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