A mid-size private commercial bank in Bangladesh operates 80 ATMs. Each ATM processes an average of 180 transactions per day at BDT 20 average fee revenue. One ATM offline for 8 hours loses BDT 28,800 in direct fee revenue — plus the customer experience damage, regulatory reporting requirement, and branch staff cost to manage cash queue overflow.
The True Cost of DIY IT Support
In-house ATM support sounds cheaper. The actual cost structure rarely is. Consider: two dedicated ATM engineers in Dhaka (BDT 60,000/month each). No coverage outside Dhaka without expensive travel. No spare parts inventory (each emergency procurement takes 3–5 days). No 24/7 shift coverage (engineers work 9–5). No SNMP monitoring platform. Effective ATM uptime: 93–95%. Annual downtime cost on 80 ATMs: BDT 1.2–2.4 crore. Annual in-house cost: BDT 2.4 crore salary + BDT 60–80 lakh in ad-hoc hardware + overhead.
The CDS Managed NOC Model
CDS's managed NOC service for 80 ATMs costs BDT 80–120 lakh annually — covering 24/7 monitoring, preventive maintenance, on-site response within 2 hours (Dhaka) and 6 hours (divisional cities), spare parts from our 8-city warehouse network, and monthly SLA reporting for Bangladesh Bank compliance. Achieved uptime: 99.8%. Annual downtime cost at 99.8%: BDT 18 lakh. Net saving vs DIY: BDT 1.5–3 crore per year, depending on current in-house cost base.
- 24/7 NOC monitoring with 60-second poll intervals
- 2-hour Dhaka response / 6-hour divisional response SLA
- Spare parts from 8 divisional city depots
- Monthly Bangladesh Bank ICT compliance reports
- 99.8% achieved fleet uptime vs 93–95% industry DIY average
- Annual saving vs DIY: BDT 1.5–3Cr for 80-ATM fleet
“Our CFO compared the NOC contract cost to our existing team cost and said it was more expensive. Then we added the downtime revenue loss and the two emergency hardware procurements from last year. The NOC was cheaper by BDT 1.8 crore.”
— Head of IT, Private Commercial Bank