107,419 115,653
228,993 244,608
111,494 113,405
2014 2015
Current Accounts Savings Accounts Time Deposits
Commercial and SME Loan Portfolio
(in billion Rupiah)49,387 52,760
82,919
91,209
2014 2015
Small and Medium Enterprise (SME) Commercial
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PT Bank Central Asia Tbk 2015 Annual Report
BCA manages an extensive brick and mortar branch network that is interconnected online and is supported by a nationwide Automated Teller Machine (ATM) and Electronic Data Capture (EDC) electronic banking network. Strategic network expansion is undertaken to optimize customer convenience and capture business opportunities in promising areas throughout the country. Electronic delivery channels including internet banking and mobile banking have increased in importance to facilitate customer transactions in line with the rapid adaptation of the newest telecommunication and information technologies in Indonesia.
Utilizing its widespread branch network, strategically located in the main trading centers across Indonesia, BCA is well positioned to provide working capital and investment loan facilities to meet the financing needs of its customers in the commercial and Small & Medium Enterprises (SME) segment.
Through the provision of transaction banking services and credit facilities to commercial and SME customers, Branch Banking plays a strategic role in strengthening relationships between the Bank and its customers.
Transaction Banking
As one of the leading transaction banks in Indonesia, BCA manages more than 14 million customer accounts and processes an average of 11 million transactions per day. The vast transaction network is designed to meet the various financial needs of individual customers and companies through a wide range of high quality products and services.
BCA transaction banking is supported by a multi-channel network consisting of both branches and electronic delivery channels. Strategically BCA continues to expand its branch network in well-identified population and business centers across Indonesia. In order to provide flexibility to customers in their daily transactions, BCA continues to develop its
extensive electronic banking network of ATM, including Cash Recycling Machine (CRM); EDC machines for both credit and debit card sales; Flazz pre-paid card readers; and internet banking and mobile banking services. BCA aims to assure convenient, secure and reliable banking services for the customers through disciplined investment in banking infrastructure and electronic networks. This strategy is in line with the rapid development of communication and information technology as well as the middle-class adaptation of technology-based banking services in Indonesia.
Along with the development of new business areas, BCA continues to add new cash offices and ATMs in order to ensure convenient access to services for the Bank’s customers with frequent cash transactions. In 2015 the Bank opened 71 new branch offices, including 54 cash offices, and added 387 ATMs. As of December 31, 2015, the Bank has a total of 1,182 branch offices consisting of 132 main branches, 853 sub-branches and 197 cash offices; 17,081 ATMs and hundreds of thousands of EDCs nationwide. In addition, the Bank continues to expand its service coverage by developing enhanced mobile banking transaction capabilities and by working with a network of modern retail stores to serve various customer transactions, such as cash withdrawals, known as Tunai BCA (BCA Cash).
Branch Banking
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PT Bank Central Asia Tbk 2015 Annual Report
BCA seeks to create value-added services to fulfil the needs
of multiple customer segments. In addition to the regular branch banking services, BCA also provides priority banking services, BCA Prioritas, for individuals in the affluent segment and BCA Solitaire for high net-worth individuals.
Weekend Banking service is available at shopping malls in several of Indonesia’s major cities to serve customers who wish to make use of the Bank’s services on the weekends.
To accommodate the needs of small and medium-sized business customers, BCA operates BCABIZZ, an additional service offered in selected business centers. BCA headquarters coordinates with branch and regional offices to identify and serve customers in the corporate segment by providing tailored products and services to this highly diverse market.
BCA has seen customer preference shifting towards electronic banking channels in recent years. This shift has
resulted in shorter queues at the Bank’s branches and has led to lower operational costs for handling transactions.
The number of transactions through internet banking, mobile banking and ATMs have increased significantly from year to year. In 2015, internet banking showed the highest value of transactions among the electronic network with total transaction value reaching Rp 5,935 trillion, an increase of 10.9% from Rp 5,350 trillion in 2014.
The number of customers accessing KlikBCA Individu and KlikBCA Bisnis services reached 4.8 million customers in 2015. The value of transactions through m-BCA reached Rp 556 trillion in 2015, up 14.4% over the previous year. The ATM network continues to be the most popular electronic delivery channel with the highest number of transactions, amounting to 1,782 million transactions in 2015, up from 1,678 million transactions in 2014, mostly related to cash withdrawals and account enquiries.
Number of Distribution Channels (unit)
2015 2014
Number of Branches (including cash offices) 1,182 1,111
Number of ATMs 17,081 16,694
Delivery Channels Transactions
2015 2014
Branch
Number of Transactions (in million) 174 179
Transaction Value (in trillion Rupiah) 14,495 15,110
ATM
Number of Transactions (in million) 1,782 1,678
Transaction Value (in trillion Rupiah) 1,847 1,732
Internet Banking
Number of Transactions (in million) 1,400 1,165
Transaction Value (in trillion Rupiah) 5,935 5,350
Mobile Banking
Number of Transactions (in million) 591 500
Transaction Value (in trillion Rupiah) 556 486
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PT Bank Central Asia Tbk 2015 Annual Report
BCA seeks to capitalize on developments in information technology to strengthen its transaction banking business.
In 2015, BCA launched ‘Sakuku’ (My Pocket), a server- based e-money service accessed through a smartphone application. ‘Sakuku’, which is targeted at the younger generation, can be used for online shopping payments, transfer and mobile phone credit purchases. BCA continues to develop ‘Sakuku’ and will add enhanced features to the application in 2016. In addition to ‘Sakuku’, and to better reach out to the lower middle class in Indonesia, BCA is developing branchless banking services through ‘Laku’
(a savings product with no administration fee) and ‘Duitt’
(an e-money service which uses a customer’s mobile phone number as proof of ownership), with these services accessible via independent agents or through SMS.
business activity, BCA maintained positive growth in Current Accounts and Savings Accounts (CASA) funds without increasing CASA account pricing. Total CASA funds grew by 7.1% to Rp 360.3 trillion at year end 2015 and represented 76.1% of the Bank’s overall third party funds.
Savings accounts composed 67.9% of total CASA funding and posted a positive growth of 6.8%, reaching Rp 244.6 trillion at year end 2015 while current accounts increased by 7.7% to Rp 115.7 trillion during the same period.
The Tahapan BCA savings product remains the Bank’s customers’ top choice and is an icon of BCA transaction banking. Tahapan BCA has developed over time in accordance with customer needs and segmentation, for example, Tahapan Gold is designed for business customers and Tahapan Xpresi is intended for the younger market. In line with the massive potential of Indonesia’s productive population, Tahapan Xpresi aims to familiarize the young generation with transaction banking services and offers features tailored to this segment, such as a variety of ATM card designs. In 2015, BCA continued to develop and tailor special features for Tahapan Xpresi customers that cater specifically to the needs and lifestyle of young people.
In keeping with modern lifestyles, and to deepen customer relationships, BCA is proactive in digital marketing through social media as an effective alternative communication and educational network. Currently, BCA has several social media accounts that continue to receive positive response from customers.
Ongoing education for customers is necessary to raise awareness in the effective use of electronic banking services. BCA’s call center is an essential part of the education and communication process to support the anytime and anywhere aspects of internet and mobile banking transactions. The BCA call center is designed to support customers should they require personal assistance in completing their transactions or have questions or complaints on BCA’s services.
Continued development of BCA’s branch services and electronic networks have secured the Bank’s position as a leading transaction bank in Indonesia. Amid weakening
Branch Banking
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PT Bank Central Asia Tbk 2015 Annual Report Cash Management
Through cash management services, BCA facilitates transactions for companies from various industry sectors that make Business-to-Business (B2B) and Business-to- Consumer (B2C) transactions. Cash management services play a major role in facilitating the management of funds in business transactions, which in turn supports the raising of CASA funds.
BCA continues to develop cash management services to improve customer relationships and strengthen the Bank’s core business in transaction banking. BCA’s cash management services provide payment settlement solutions for effective cash management, supported by the latest technology, an extensive network, diverse products and excellent service. In 2015, the number of users of virtual accounts, one of the features of cash management, increased significantly to 1,700 companies in 2015 from 1,300 companies in 2014.
One focus of BCA cash management is to provide business communities with solutions for customers within their respective business chains and to help them connect with one another. Among others, the Bank manages the following communities: Capital Markets Community, Futures Market Community, Oil and Gas Community, Cement Community, Telecommunications Community and Modern Market Community. Various events are organized by BCA with a view to enhancing relationship banking with members of these communities, such as benchmarking trips, workshops, dissemination of the latest business solutions, capital market expos and business gatherings to increase the knowledge and experience of, and strengthen the relationships between, community members.
In the Oil and Gas Community, many public gas stations in Indonesia are BCA merchants that make payments to their principals through the BCA system. The Bank has developed an online tax payment service through KlikBCA Bisnis to better facilitate and track tax payment convenience for customers. In the Modern Market Community, BCA has developed a centralized service for franchisee account openings, resulting in the Bank managing more than 6,500
franchisee accounts in 2015. In line with the infrastructure improvement plan proposed by the Government, BCA cash management continues to develop specialized cash transaction services for the Transportation Community as one of Indonesia’s promising growth businesses. In line with the increasing frequency of air travel, the Bank cooperated with a number of airlines to provide access to information and payment services for ticket agents through the use of ‘KlikBCA Bisnis’ internet banking. In the general public service area, BCA works with the government-controlled Social Security Agency (BPJS Ketenagakerjaan) to facilitate the payment of BPJS health insurance premiums from BCA corporate customers for their employees.
In 2015, the Bank continued to be one of five payment banks in the capital market by renewing the cooperation agreement between the Indonesian Central Securities Depository (KSEI) and BCA for the period 2015-2019. In the Capital Markets Community, the Bank has established a partnership for the opening of Investor Accounts with 84 securities companies, with a market share of Customer Funds Accounts reaching almost 50%, and a total of more than 180 thousand accounts currently being managed. In addition, BCA also enhanced investor convenience in their transactions and in the monitoring of investment funds through the introduction of the AKSes KSEI menu on the KlikBCA Individu platform.
BCA continues to be trusted as a Margin Funds Savings Bank and extended its cooperation with the Indonesian Derivatives Clearing House (KBI) for the period 2015-2018.
In addition, BCA also participates in developing services to facilitate the settlement of online gold investment transactions initiated by KBI.
In 2015, the Bank completed development of the internet banking application, ‘KlikBCA Bisnis Integrated Solution’
which offers comprehensive corporate cash management
products and services. With this new solution, BCA has a
more advanced Host to Host system to facilitate customer
transactions, particularly for customers with significant
transaction intensity.
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PT Bank Central Asia Tbk 2015 Annual Report
Branch Banking
SME & Commercial
In 2015, the Commercial and SME loan portfolio grew 8.8% to Rp 144.0 trillion. In line with declining business activity over the last two years, commercial and SME lending posted a slower growth than in previous years. The slowdown in economic growth in 2015, characterized by a decrease in purchasing power, has correlated with slower growth in business revenue including for commercial and SME companies.
BCA continues to maintain its prudent lending policy with loans prioritized for borrowers who have solid financials and already have a good relationship with the Bank. The loan portfolio is closely monitored for each branch, region and industry sector. The increase in non-performing loans in the commercial segment, especially in the sea and river transportation industry, was foreseen, and the necessary steps were taken to mitigate the negative impact of deterioration in this sector. At the end of 2015, the Non- Performing Loans (NPL) ratio of the commercial and SME segment as a whole was at a relatively manageable level of 1.1%.
In the commercial banking segment, the Bank prioritizes services for mid-sized entities engaged in the trade, manufacturing and services industries by positioning itself as a trusted business partner that can offer end-to- end financial solutions for their businesses. BCA defines commercial loans as ranging from Rp 10 billion to Rp 350 billion with most of the Bank’s commercial loan customers being regional business players in Indonesia. In 2015, the commercial loan portfolio grew 10.0% to Rp 91.2 trillion and contributed 63.4% to the Bank’s total commercial and SME loan portfolio.
BCA utilizes Commercial Business Centers at the regional
level to manage the customer base and the commercial loan
portfolio. As of year end 2015, there were 14 Commercial
Business Centers located in major trading centers across
Indonesia, including Jakarta, Semarang, Bandung and
Surabaya as well as in cities outside Java, such as Medan,
Palembang, Makassar and Denpasar. The Commercial
Business Centers allow BCA to provide better quality
service and ease of access through account officers, who
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PT Bank Central Asia Tbk 2015 Annual Report
are experienced in offering banking solutions that cater to
the needs of commercial customers.
In the SME segment, the majority of BCA’s SME customer base consist of family business owners, shopkeepers, restaurant owners, and small-scale factory owners. Defined as business loans with a value of up to Rp 10 billion, SME lending is done at the branch level and is supported by an online and centralized loan application scoring and risk management system. This approach allows for centralized control of risk while maximizing the potential of the Bank’s network of branches that are strategically located in the trading centers of Indonesian cities. In addition, the Bank cooperates with several partner institutions, such as rural banks and cooperatives, to provide direct lending through channeling programs and indirect lending, in support of business development in the SME segment outside of the reach of the Bank’s branch network. BCA also works closely with its subsidiary, BCA Syariah, in the development of products and services for micro, small and medium enterprise customers. BCA Syariah is strategically positioned to complement SME financing services. By the end of 2015, BCA’s SME loans increased by 6.8% to Rp 52.8 trillion and contributed 36.6% to the total commercial and SME portfolio.
On an ongoing basis, Commercial and SME Banking works closely with BCA Corporate Banking to develop value chain business initiatives in various industries, such as the communities of capital markets, futures markets, oil and gas, cement, telecommunication, modern market, airline services and general public services. Recruitment of new account officers continued in 2015 to meet the increasing need for skilled human resources at BCA. The Bank also continued to train employees in order to enhance the quality of service and the ability of account officers in establishing effective relationships with customers; a skill that is much needed in an increasingly competitive environment.
Looking Forward
BCA understands the importance of CASA in sustaining a solid long-term funding structure. The Bank continues to enhance its payment settlement services to drive CASA growth through the development of a variety of payment settlement features, products and services.
BCA will continue to develop the Bank’s branch network and expand electronic channel coverage supported by continuous improvements in the capacity and capabilities of BCA’s information technology infrastructure. Internet banking and mobile banking will continue to be developed and improved in order to enhance operational efficiency in the future. Several new electronic banking initiatives that were launched in 2015 include ‘Sakuku’ (My Pocket) server-based e-money smartphone application, ‘Laku’
no-fee savings product, and ‘Duitt’ electronic money.
In developing various business initiatives in the field of payment settlement services, BCA maintains its focus on ease, security, and convenience in customer transactions.
In the commercial and SME segment, the Bank will focus its lending to customers with strong business prospects and proven durability in uncertain economic conditions. BCA continues to improve lending facilities and infrastructure by strengthening the role of Commercial Business Centers in the regional offices and increasing the number of quality account officers and relationship officers through recruitment and training programs. The Bank also aims to improve the synergy of corporate – commercial and SME financing through value chain financing, both for distributor financing and supplier financing, and focuses on leading companies in growing industry sectors.
Leveraging off its extensive network and solid position in
the field of transaction banking, BCA stands ready to meet
the lending needs of commercial and SME customers,
particularly when the Indonesian economy returns to faster
growth.
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PT Bank Central Asia Tbk 2015 Annual Report
Dalam dokumen
2015 Annual Report
(Halaman 57-64)