Service Test

(1) Scope of Test. The service test evaluates an institution's record of helping to meet the credit needs of its assessment area(s) by analyzing both the availability and effectiveness of an institution's systems for delivering retail banking services and the extent and innovativeness of its community development services. (2) Area(s) Benefited. Community development services must benefit an institution's assessment area(s) or a broader statewide or regional area that includes the institution's assessment area(s). (3) Affiliate Service. At an institution's option, the Commissioner will consider, in its assessment of an institution's service performance, a community development service provided by an affiliate of the institution, if the community development service is not claimed by any other institution. (4) Performance Criteria -- Retail Banking Services. The Commissioner evaluates the availability and effectiveness of an institution's systems for delivering retail banking services, pursuant to the following criteria: (a) the current distribution of the institution's branches among low-, moderate-, middle-, and upper-income geographies; (b) in the context of its current distribution of the institution's branches, the institution's record of opening and closing branches, particularly branches located in low- and moderate-income geographies or primarily serving low- and moderate- income individuals; (c) the availability and effectiveness of alternative systems for delivering retail banking services (e.g., ATMs, ATMs not owned or operated by or exclusively for the institution, banking by telephone or computer, loan production offices, and bank-at-work or bank- by-mail programs) in low- and moderate-income geographies and to low- and moderate- income individuals; and (d) the range of services provided in low-, moderate-, middle-, and upper- income geographies and the degree to which the services are tailored to meet the needs of those geographies. (5) Performance Criteria - Community Development Services. The Commissioner evaluates community development services pursuant to the following criteria: (a) the extent to which the institution provides community development services; and (b) the innovativeness and responsiveness of community development services. (6) Service Performance Rating. The Commissioner rates an institution's service performance as provided in 209 CMR 46.61 (Ratings).