MONITORING AND EVALUATION PRACTICES OF DIGITAL-BANKING PROJECTS: THE CASE OF AWASH INTERNATIONAL BANK S. C.

Abstract

The objective of this study was to assess Monitoring and Evaluation Practices of Digital-Banking projects: The Case of Awash International Bank. To this effect, descriptive research design was employed. In so doing, mixed approach whereby both qualitative and quantitative approach were used while conducting this study. Thus, both primary and secondary data were collected from IT department directors, managers and officers at the head office level and the banks different documentations, respectively referred. The data collection tools were mainly questionnaire and interview. Attempts were made to collect data through Focus Group Discussion with key professionals to Digital-Banking projects. Whereas quantitative data were analyzed using frequency tables, percentages and descriptive statistics, qualitative data were analyzed thematically. The major findings revealed that the major types of digital-banking services that are currently functional are divided into two, Card Banking, which includes ATM and POS, and Online banking which includes Internet banking and Mobile Banking. The different challenges encountered in the management of Digital-Banking projects are technical errors that emanate from interfacing problems of the hardware with the application software, failure of ATM machines due to recurrent power interruptions which upset their functions, low level of internet penetration and poorly developed telecommunication infrastructure, which impede smooth development, improvements and functioning of e-banking services. In sum, Awash International Bank S.C. has different challenges in placing effective monitoring and evaluation system for Digital-Banking projects. The Bank is advised to do an organizational restructuring in order to empower the IT Digital-Banking project, and investing on extensive trainings for IT professionals. The bank is recommended to strengthen the monitoring and evaluation framework which properly guide the process.