Background
To reach underserved populations and extend low-cost banking across the country, our client launched its Agent Banking Service. This alternative delivery channel empowers local agents to offer financial services, removing barriers of distance, cost, and infrastructure. brac IT joined this mission in 2020 to design, build, and support the digital foundation that powers this nationwide initiative.
The Solution
Between 2020 and 2024, brac IT delivered five core applications to manage the end-to-end operations of the agent banking ecosystem:
Monitoring Dashboard: Centralized reporting for transactions, user metrics, billers, and performance insights.
Agent Portal: A secure, self-service platform enabling agent onboarding, authentication, and access to core services.
e-Learning Module: A digital knowledge hub for agents, covering procedures, compliance, and operational best practices.
Utility Bill Collection System: A CBS-integrated platform allowing agents to process utility and service payments on behalf of customers.
Outlet Compliance Checker: A mobile-friendly portal for auditors to assess and report agent outlet standards per regulatory requirements.
- Impact & Ongoing Maintenance Support
This tech backbone delivers convenience, compliance, and accessibility at scale, fueling BRAC Bank’s national mission to bring financial services to the last mile. As of June 2025 –
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Over 1,100 outlets have been activated in all 64 districts of the country
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More than 450,000 unbanked customers have been served, mostly in rural and semi-urban areas
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80% rural penetration rate, among the highest in the sector
We continue to ensure this platform’s operationality with technical support, updates, and addition of new features.
Post-launch Support & The Road Ahead
When the Agent Banking platform went live in September 2024, the real tests began. With a network of agents expanding across the country, the system had to hold firm against thousands of interactions, data requests, and real-world complexities that no testing environment could fully simulate.
Over the following months, 86% of the issues, ranging from bug fixes and change requests to data corrections and business clarifications, were
But one module, more than any other, kept our technical team on their toes – the Utility Bill Collection system.
This module uber critical as every transaction flowed through it. As the number of agents and billers grew, so did the demand. Month-end rushes became notorious for transaction spikes, stretching the limits of the infrastructure. We couldn’t touch the bank’s Core Banking System directly as it was beyond clearance. So, we combed through the logs to identify the cause and instruct the client’s tech team on how to apply the fixes.
We eventually found a breakthrough with an automated monitoring tool that tracked server loads in real time and redistributed the pressure before cracks could show. The system could hold, and transactions went through.
The network is on track to grow to over 1,500 outlets by the end of 2025. As volumes grow, so will system complexity, but we are committed to ensuring this essential infrastructure scales smoothly, securely, and sustainably.
BRAC Bank Limited
About The Author
Jonathan Das
Communication Manager
Jonathan Das is a Communication Manager specializing in solutions storytelling and product marketing. He’s previously worked in brand and social media management, fund-raising, and audio-visual production roles with consumer brands, global non-profits, and startups. Jon holds a BA degree in communications from University of Liberal Arts Bangladesh. He enjoys making music, going on long walks, and reading about culture and technology.
