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-deployment Maintenance and Support
Since going live in September 2024, we successfully resolved 86% of the JIRA tickets. These center around bugs, business clarification, change requests, data correction, fixes and errors of modules.
As the agent and biller base grew over time, so did the volume of transaction requests. These transaction data are wired through a network of APIs and servers of over 60 billers such as public utility companies, educational institutes, telecom operators, ticketing services and others – all through the client’s CBS. As a result, the , the module is often prone to latency during month ends and religious festivals when transactions see a spike.
To offset this potential inconvenience in service experience, we deployed our own monitoring tool to track server load during these phases. The tool automates load balancing when transaction numbers start approaching the safety threshold, preventing any loss in service quality from the client’s end.
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.
