Operations
Contributed the highest number of transactions Number of ATMsBCA operates a multi- channel network consisting of a nationwide branch network and best in class electronic delivery channels
16 ,694
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Service quality is essential to remaining at the forefront of an increasingly competitive banking industry. As such, the Bank continues to improve its systems, procedures and network reliability. To accomodate its growing customer base, the Bank further expanded its banking network including electronic delivery channels with the opening of new branches, Automated Teller Machine (ATM) and Electronic Data Capture (EDC) installments and additional banking services features. Network expansion requires an increasing number of qualified employees. BCA consistently enhance the skills of frontliners and business enablers to ensure the Bank’s position as one of the leading banks in Indonesia.
While BCA still believes that expanding the physical branch network is important, the Bank is of the view that electronic banking will grow faster than branch banking and will become a core necessity in the years to come. In line with this concept, BCA has put increasing efforts into boosting electronic delivery channels in recent years and has been rewarded in the effort by seeing customer preference shift to increased usage of electronic delivery channels. The greater role of electronic banking translates to lower cost per transaction and minimizes the need for the rapid expansion of higher-cost traditional branches.
Focus on Customer Service
Services offered by BCA are constantly evolving in line with the needs and demands of the Bank’s customers. To that end, efforts are directed towards developing employees in their ability to provide complete, efficient and timely banking solutions. In order to encourage the growth of a service culture at BCA, in 2010 BCA introduced the SMART SOLUTION program as an expansion of the SMART program established in 2001. “SMART” is an abbreviation of Sigap (active), Menarik (attractive), Antusias (enthusiastic), Ramah (friendly) and Teliti (accurate), while “SOLUTION” stands for Simak (attentive);
Open-minded; Lengkap (comprehensive); Utamakan kebutuhan nasabah (prioritizing the needs of customers); Telling solutions; Inisiatif (initiative); and ON-time follow-up.
BCA regularly assesses customer satisfaction and measures service quality through annual Gallup Engagement Ratings which have continuously posted positive and improving results. As part of the SMART SOLUTION program, the Bank also organizes BCA Awards as a form of appreciation for the Bank’s employees that recognized outstanding individuals as well as work units at headquarters, regional offices and branches with outstanding performance and services. In 2012, the Bank introduced the Relationship Officer (RO) concept to enhance the effectiveness of customer service at branches. The RO is intended to improve customer service in facilitating comprehensive solutions for customers.
The SMART SOLUTION program, RO initiatives and the Gallup periodic measurement of customer satisfaction reinforce the Bank’s focus on service and sales.
As part of the Bank’s commitment to maintain the highest standards in customer service, BCA manages an internationally recognized customer care helpline, HaloBCA, staffed with well trained operators standing by 24 hours a day. HaloBCA serves as a call and solution center to assist in product and service inquiries, technical support, and tailored product recommendations for each individual customer. As a demonstration of service excellence, HaloBCA received several national, regional and international awards in 2014. Awards received include the “The Best Mega Contact Center in the World” and “Top Ranking Performers - Asia Pacific 2014” from Contact Center World, as well as “The Best Contact Center Indonesia 2014” from Indonesia Contact Center Association (ICCA).
BCA is optimistic that these efforts will help the Bank to maintain and improve the quality of its services and financial solutions offered to customers.
Network Infrastructure Development
BCA operates a multi-channel network, consisting of branches and electronic delivery channels, to provide customers with flexibility in their transaction banking
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activities. The Bank’s varied network spans across the Indonesian archipelago, with main branches, sub-branches and cash offices to best meet the many and differing needs of customers. BCA’s electronic delivery channels include ATMs, EDCs, internet banking and mobile banking. This multi-channel network is interconnected and fully integrated to maximize convenience for customers. In an effort to ensure security and a fast response time at all times, BCA integrates communication protocols and systems with redundancy backup through two complementary data centers in Jakarta. BCA also operates a disaster recovery center in Surabaya to minimize the risk of system failure.
To further extend the reach of its services, in 2014 the Bank opened 13 new branch offices and 34 cash offices. BCA also installed 2,646 ATMs. As of December 2014, the Bank operates a total of 1,111 branch offices (130 main branches, 838 sub branches and 143 cash offices), 16,694 ATMs and hundreds of thousands of EDC machines.
These additions to the network were placed in strategic locations such as trade centers, shopping centers and residential areas. To ensure each new location will operate efficiently and can accommodate growth in customer transactions, BCA conducts careful research and studies in demographic trends, branch concentration, market size and potential demand in that location. When there is an indication of increasing transaction volumes, BCA will
consider upgrading the branch capacity or opening a sub-branch or cash offices to maintain transaction convenience. In addition, the Bank has embarked on a national program to renovate and improve existing branches to ensure a satisfying banking experience for customers.
While BCA continues to recognize the need to expand physical branches, the Bank believes that Indonesia will experience robust growth in electronic banking in the future. To support this growth, BCA has been investing aggressively in ATMs, IT infrastructure, internet banking, mobile banking, and data centers.
These efforts have been supported by educating customers on the convenience and security of using these electronic channels. BCA is pleased to see that these efforts have been fruitful, with customer preference shifting to electronic channels thereby leading to less crowded branches and enhanced customer satisfaction. BCA has witnessed significant growth from electronic delivery channels to overall transaction volumes over the last several years. This trend reinforces BCA’s strategy to emphasize network expansion of electronic delivery channels that have the added benefit to the Bank of lower cost per transaction when compared to traditional branches.
In this era of rapidly increasing use of electronic banking services, BCA is developing a new digital banking service outlet called myBCA (previously called Electronic Banking Center) with the theme
“My Bank, My Way”. MyBCA is currently available
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in three shopping centers, Ciputra World and Grand City in Surabaya and Gandaria City in Jakarta.
MyBCA evolved from the concept of traditional ATM centers, and presents new digital features including HaloBCA call center with video call features and Flazz card vending machine.
In 2014, the Bank continued to refine MyBCA services, including through the addition of video assistance for account openings for Tahapan Xpresi (savings accounts targeted for young people), credit card applications, KeyBCA token applications, and Xpresi passport card replacement requests. With the implementation of video banking machines, customers can now access banking services during the operating hours of the shopping centers where myBCA branches are located. The process of opening new accounts through Video Banking runs from data entry to the printing of the Xpresi passport card, which is available in a variety of designs. The Bank plans to add several myBCA services in selected malls throughout the country due to the positive customer reception of myBCA .
Supported by the scale of its business, the Bank is able to invest substantially in developing its multi- channel banking network to continuously improve the quality of services to its customers.
Process Efficiency
BCA consistently refines its processes and infrastructure and streamlines its various systems and procedures to support efficiency while operating within the limits of precautionary principles and industry regulations.
BCA has automated several systems in its branches, including the use of machines to increase the productivity and accuracy of teller services, such as teller-assisted machines. The Bank also start to automate customer data validation, particularly for opening new accounts, by utilizing access to the Government’s electronic-based demographic data.
These various automation measures are taken to improve efficiency and provide the best service to BCA customers while increasing employee productivity at the branches. Through automation and the use of technology, it is hoped that branch office staff will be more focused in providing solutions to BCA customers.
To minimize operational expenses at the branches, BCA continues to drive increasing usage of electronic delivery channels for customer transactions and various banking services. The Bank now provides a web-based system for the opening of savings accounts and applications for mortgages, vehicle loans and credit cards. This online system will improve efficiency by simplifying the mechanism of account openings and the mass processing of individual loans. Beginning in 2013, the Bank introduced Cash Recycling Machine (CRM) for more efficient cash handling operations. CRM allows for both deposits and withdrawals by recycling deposited cash for later withdrawals without the need to refill the machine with cash.
In 2014, the Bank continued to embark on major projects focused on efficiency. Ongoing initiatives include the development of Cash Processing Centers, the enhancement of Credit Service Centers, and the implementation of a continuous improvement culture. The Bank is committed to pursue efficiency and achieve higher quality of operations, which in turn enhance business quality.
Looking Ahead
BCA will continue to invest in developing infrastructure for the electronic and branch banking network. The Bank will also further diversify the forms and concepts of branches with branches tailored to meet the needs of target customers. On December 2014, BCA started two pilot projects to develop a new concept of smaller branches equipped with a set of electronic devices to complement the existing branch banking format.
With support from banking regulators and by taking advantage of the latest technological developments, the Bank is exploring opportunities to expand the scope of its services in the community to reach beyond the existing customer base. On this front, the Bank is developing agent-based branchless banking services in 2015.
The recruitment and development of relationship officers at branches will continue in 2015 in an effort to further enhance customer relationship management.
The Bank believes that a close relationship with clients is the cornerstone to generating solid business and financial performance.