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The multi-tasking ‘hole in the wall’

Jessica Twentyman

Financial Times

14 October 2009

This article in the Financial Times Digital Business report looks at how banks are starting to experiment with the services they offer via ATMs. PA's financial services specialist comments on whether bank customers will welcome these services.

PA says: "Finding the balance between functionality, cost and demand is the challenge. The vast majority of ATM users simply want cash, and quickly," points out Graham Lloyd, a financial services specialist at consulting firm PA Consulting.

PA goes on to comment on the dilemma faced by retail banks: will customers be prepared to wait behind someone using the ATM to buy stamps, pay bills or top up their mobile phone? "No additional ATM services have passed the 30 per cent take-up mark, with most seeing far less, and most people will simply walk past a queue of more than three people.

"ATMs must evolve to meet [customer] demand and [bank] strategy, rather than just demonstrate the technical excellence of ATM vendors."

You can read the article in full here


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