By Judith Songlingco · Published on BusinessMirror June 19, 2025
IN the contemporary landscape of the digital economy where financial transactions are predominantly facilitated through online channels, the dependence on banking services and their stability has markedly intensified. This reliance extends beyond mere convenience, signifying a fundamental shift towards digital banking as a crucial element of both personal and business financial management.
However, one may consider the implications of a scenario in which, on a Monday afternoon, Internet banking services and ATMs become non-operational. In addition, customers may begin to encounter issues with UPI (unified payments interface), credit card and debit card transactions. In such circumstances, would it suffice for banks to simply post a message stating, “STAY CALM. We are diligently working on our systems. This will not take long,” on their websites to reassure their concerned clients?
System outages are common today; even among digital-native companies. These disruptions can lead to regulatory scrutiny, customer loss—especially among corporate clients—and negative media coverage that harms brand equity and stock prices. In the post-pandemic digital landscape, banking and financial services must strive for zero downtime, though achieving this is a significant challenge.
The 2024 Asean Bank Stability Report, published by a Singaporean fintech firm, evaluates the resilience of banking infrastructure in the Association of Southeast Asian Nations region, focusing on the Philippines and Indonesia. It analyzes bank uptime and downtime, the operational reliability of institutions in the Philippines, challenges in maintaining service continuity, and the impacts on the broader financial ecosystem.
How did banks perform in terms of stability?
THE recent report highlights the performance of Philippine banks, with RCBC leading at 98.3-percent uptime and no downtime events for seven months. Landbank and Metrobank effectively communicated both scheduled and emergency maintenance, fostering customer trust. BPI could improve in notifying customers about unexpected service interruptions. UnionBank and BDO also need to enhance their communication on system disruptions. Overall, there’s room for all banks to improve customer communication during maintenance activities.
Don’t panic when there is an outage!
BANKS are dedicated to protecting clients’ assets. Even during temporary account access issues, funds typically remain secure. Clients can feel reassured that their money is generally safe, despite occasional service outages.
The inability to view account balances or to settle bills on time can indeed be frightening. Nevertheless, when a bank experiences downtime, clients can be confident that the institution will work to restore services promptly. Banks implement multiple layers of checks and balances, including redundant data centers, to ensure the security and integrity of client accounts.
To obtain real-time updates, clients are encouraged to consult the bank’s social media platforms for information regarding service interruptions and expected restoration timelines. Furthermore, contacting the bank’s customer service department may provide additional clarity on the issue and updates on the resolution strategy.
In the words of GoTyme Bank Inc. Co-CEO Albert Raymund O. Tinio, “Access should always be available.”
“When access is down, it is quickly restored,” Tinio said at the recently-held “Digital Banker’s AI Cloud and Cybersecurity Congress 2025” at the Dusit Thani Hotel in Makati City.
He underscored that the efficacy and speed of system restoration are critical in maintaining and regaining the trust of clients.
For more information, visit www.bmap.org.ph or https://facebook.com/BankMarketingAssociationPH.
Judith C. Songlingco is the Head of Corporate Affairs and Brand Marketing at Philippine Business Bank (PBB) and the Secretary of the Bank Marketing Association of the Philippines (BMAP). She can be reached via judith.songlingco@yahoo.com. The writer’s views and her written piece do not necessarily reflect those of the BusinessMirror, the PBB and the BMAP.