In order to improve client experience of ICBC E-banking products as well as to enhance their applicability and convenience, ICBC launched the E-banking Refinement Project at the beginning of 2009, which aimed to improve comprehensively the system of Personal Internet Banking in terms of the rationality of business operation process, the accuracy of reminding information, the integrity of information and data, and the aesthetics of the page layout. So far, the project has achieved a remarkable success. According to ICBC, the "Transfer/Remittance" Service of Personal Internet Banking, as an important component of the ICBC E-banking Refinement Project, immediately won unanimous recognition from clients once it was launched.

An expert of ICBC E-banking points out that during the first phase of the project, it targets to conduct an all-round reorganization of the columns including "My Account", "Transfer/Remittance" and "Client Service". The new "Transfer/Remittance" service highlights more features: firstly, it provides a one-stop service which merges those of "Registration Account Transfer", "ICBC Remittance", "Inter-bank Transfer", "Cross-Border Remittance", and "Bulk Transfer" of the previous menu of Internet Banking. Once entering the column "Transfer/Remittance", clients can immediately find information about service introductions and charges of various kinds of transfer and remittance, hence conveniently completing different transactions. Secondly, the operation process of "Transfer/Remittance" is further optimized. According to the new design, clients first need to input the number of the payee account as well as the sum of money and then choose the payer account, which is a more reasonable operation process that substantially reduces the error rate of client operation. Besides, as to the entry of payee details, the new service combines the "payee list" with the accounts and names of the payees. Hence, when a client types in the name of a payee, the system will automatically enumerate the corresponding information of the specific payee from the payee list. This optimized function brings much convenience to clients who are in demand of frequent ICBC remittance and inter-bank remittance and whose payee list usually includes a large amount of information. Thirdly, it provides a link of "Balance Inquiry" for the payer account. During the process of transfer and remittance, clients can see a link of "Balance Inquiry" after they choose the currency and payer account. Therefore, they can simply click the link if they want to assure the adequacy of payment fund. In this way, ICBC not only offers clients convenience but also demonstrates its deep commitment to client service. Fourthly, key transaction information is highlighted. When a client submits the instruction of transfer and remittance, the information on the confirmation page, such as the amount, commission, and total sum of the transfer and remittance, will be displayed in red font, so as to facilitate clients to check the information. Fifthly, the service of e-receipt is added to "inter-bank remittance". Upon the completion of the inter-bank remittance transaction, clients can make inquiry, print transaction details and the e-receipt through the function of "Transfer/Remittance Inquiry".

The expert further claims that ICBC will learn from the experience and conduct more client behavior analysis, so as to steadily promote the next phases of the Refinement Project for Corporate Internet Banking, Telephone Banking, and Mobile Banking (WAP). In this way, ICBC strives to elevate the convenience of its business operation as well as the intelligent and personalized standard of its client service, in order to comprehensively forging "an internationally first-class E-banking covering major business institutions both at home and abroad, featured with the most diverse products, the best client experience and evaluation, the strongest capability of marketing and service, and the most advanced risk-control level."