Electronic Bill Presentment and Payment (EBPP): The Case at Hong Kong Shanghai Commercial (HSBC) Bank

Electronic Bill Presentment and Payment (EBPP) allows bills, such as, telephone, water, etc., to be presented and paid electronically via Internet or other channels, for example, mobile phones. While payers could avoid handling hardcopy of bills or mailing of checks, merchants on the other end made considerable savings from paper bill generation, mailing, and processing of the payment that received. In this paper, we present a case of EBPP that implemented at one of the largest banks in the world - Hong Kong Shanghai Commercial (HSBC) Bank. The first step of this research was an interview with the senior management and conducted a survey for the key factors to the provision of such service. Based on the interview and a survey we proposed a framework of adoption and diffusion of EBPP services. The results indicated that Incentives to the Banks; Incentives to the Individual Customers; Incentives to the Corporate Consumers; Governance and Legal Framework, and Security are the most important. Based on the framework, we studied in-depth the managerial, technical, security, legal, and financial aspects of HSBC’s implementation and operation of EBPP. We also compared the EBPP service with the other similar services in Hong Kong, such as, Payment by Phone Services (PPS) (www.ppshk.com) to predict its future.