Transaction Banking continues to innovate in a consistent, collaborative and customer- oriented manner, placing BCA in a solid
position for sustainable growth
Transaction Banking in 2022
CASA Number of Transactions Growth
(YoY)
Rp
trillion %
Increasingly dynamic technological developments and digital shifts due to pandemic, have accelerated consumer adoption of technology in various aspects of their life. These also impact daily business activities of customers. BCA continues to prepare human resources, technology, processes, and customer education in an integrated manner, so that digital transformation can be adopted efficiently and optimally. BCA explores collaboration opportunities with various ecosystems, to ensure integration, connectivity, and ease of customer transactions.
ADVANCEMENT OF TRANSACTION BANKING THROUGH DIGITALIZATION
Besides enabling consumers to make safer, faster, and more convenient transactions, BCA Transaction Banking continuously adapts to improve its customers’
experience. BCA offers access to transactions across various channels, platforms and ecosystems, by simplifying processes and increasing connectivity, while
844.3 36.0
Third Party Funds
(in trillion Rupiah)
Current Accounts Savings Accounts Time Deposits 2022
2021 2020
480.0 522.5 413.2
2022 2021 2020
284.6321.9 229.0
2022 2021 2020
204.0 186.1 192.1
In the recent years, mobile banking and internet banking transactions have consistently outgrown those through ATMs and branches. Anticipating these developments, BCA keeps on improving smartphone application. Since its launch in 2021, myBCA has undergone various updates, from security and features to convenience. In 2022, BCA added new myBCA features, such as face biometric login access, bill payments, QRIS payments, investments, and credit. However, understanding the spectrum of BCA’s customers from various generations, customers may still use BCA mobile banking (m-BCA). These two applications complement each other in providing services tailored to customer preferences and needs.
To support the Government’s plan for a more inclusive and interconnected payment system, BCA has implemented BI-FAST services on its various digital channels. With BI-FAST, customers can make real-time inter-bank transfers at a more affordable cost. BI-FAST has been
applied in stages across all existing channels, starting with ATMs, m-BCA, and Internet Banking. In the third quarter of 2022, BCA launched the QR Cross Border feature, which allows customers to make payments overseas using m-BCA. Currently, QR Cross Border serves transactions in Thailand, and in the future, it will continue to be developed with other countries.
Transaction growth relies on continuous improvements to the transaction banking infrastructure, both offline and online, and in various segments. In particular, the MSME segment, which previously dealt predominantly in cash transactions. To speed up the process of procuring payment settlement infrastructure such as EDC, APOS, and QRIS, BCA continues to develop its merchant BCA.
Apart from assisting merchants in installation requests, merchant BCA can also assist businesses in monitoring sales in real time, submitting complaints, and in other features.
BUSINESS REVIEW
Transaction Banking
CONTINUOUS MULTI-CHANNEL INTEGRATION In 2022, digital transactions trend continued to dominate, making up 99.5% of total transactions amounted to 22.3 billion transactions. Mobile banking and internet banking contributed to 89.9% of total transactions. On the other hand, ATMs and branches also continue to record growth, with transactions growing by 9.5% YoY.
BCA continues to develop the role of its branches to serve variety of banking needs, both simple and complex, through the concept of future branch transformation.
Going forward, branches will be equipped with various digital machines, to better serve customers and meet their diverse and dynamic transaction needs.
BCA ATMs continue to improve their capabilities, especially for cash withdrawal services. Currently, cardless cash withdrawals and deposits became a preferred feature for customers and drive transaction growth ever further. To optimize ATM capabilities, BCA continues to develop partnerships with various parties, for example with OVO and DANA. Nowadays, OVO and DANA application users can withdraw cash at BCA ATMs.
Apart from digital and branch interaction, there is still a need for interactive services in various media for 24/7.
Halo BCA is now accessible through different platforms.
Besides of phone calls, Halo BCA can now be accessed via chat, email, social media, and video banking services.
Halo BCA, functions as BCA’s digital service center, plays an important role in BCA’s digital transformation process, especially in terms of digital service processes.
As the main source of information regarding BCA products, services and marketing programs, the BCA website, www.bca.co.id, continues to undergo development. This development provides a seamless experience, starting from easy access to get the latest information, to the process of acquiring and cross-selling various BCA products. In 2022, customers can apply credit card through the revamped webform that are linked to BCA’s website. The process provides easier and faster experiences to customers.
TRANSACTION BANKING SOLUTIONS
The trend of using smartphone for payment continues to rise, both through QR and NFC technology. In Indonesia, as encouraged by the government, QRIS has been increasingly popular and widely used for its ease of use and speed of transactions. BCA continues to expand its
Number of Distribution Channels (unit)
2022 2021 2020
Number of Branches 1,247 1,242 1,248
Number of ATMs 18,268 18,034 17,623
Delivery Channels Transactions
2022 2021 2020 Increase /
(decrease) 2022 Increase / (decrease) 2021 Total Composition Total Composition Total Composition Total % Total % Branch
Number of Transactions (in million) 101 0.5% 105 0.6% 120 1.0% (4) -4.0% (16) -12.9%
Transaction Value (in trillion Rupiah) 14,055 35.8% 13,127 38.1% 12,443 43.7% 928 7.1% 682 5.5%
ATM
Number of Transactions (in million) 2,156 9.7% 1,957 11.9% 1,862 16.1% 199 10.2% 95 5.1%
Transaction Value (in trillion Rupiah) 2,245 5.7% 2,145 6.2% 2,020 7.1% 100 4.7% 125 6.2%
Mobile Banking
Number of Transactions (in million) 15,205 68.1% 10,109 61.6% 6,321 54.7% 5,096 50.4% 3,788 59.9%
Transaction Value (in trillion Rupiah) 5,460 13.9% 4,049 11.8% 2,693 9.5% 1,411 34.9% 1,356 50.4%
Internet Banking
Number of Transactions (in million) 4,874 21.8% 4,252 25.9% 3,264 28.2% 622 14.6% 988 30.3%
Transaction Value (in trillion Rupiah) 17,471 44.5% 15,118 43.9% 11,308 39.7% 2,353 15.6% 3,810 33.7%
Total
payment acceptance network through QRIS. The growth of transactions through QRIS by BCA customers has driven an increase in payment transactions by 418.5% yoy in December 2022, reaching 216.3 million transaction or equivalent to Rp31.1 trillion.
Although the development of cardless payment instruments continue to increase, the use of physical cards for payment still dominates. In 2022, contactless technology for credit cards was implemented, and transactions continue to grow in line with their wider acceptance and use, especially at various strategic merchants.
BCA began to consistently carry out hybrid marketing, adjusting with the new normal condition. Several major events such as the BCA Expoversary, UMKM Fest and Wealth Summit have been conducted in both offline and online formats, to strengthen BCA’s trust and add value to customers, creating a high level of loyalty. Other collaborations include: Big Bad Wolf, Jakarta Sneaker’s Day, Astindo, BCA SQ Travel Fair, and others.
BCA continues to conduct education and marketing program through synergies with various community.
Several comprehensive programs have been implemented
example, BCA continues to support the ‘Bangga Lokal’
movement, by synergistically providing added value among fellow MSMEs.
FUTURE PLAN
Going forward, the development of Transaction Banking will be heavily influenced by regulations, technological advances, lifestyle changes, and the dynamics of the banking industry. Therefore, the development of BCA Transaction Banking cannot be separated from the 2025 Indonesian Payment System Blueprint (BSPI), which encourage integration, interconnection, interoperability, security, and reliability of infrastructure. BCA is committed to further develop BI-FAST, SNAP, UPI, QRIS and other initiatives from regulators to contribute to the realization of these shared goals.
In order to support the product development and marketing, BCA will continue to communicate educational and promotional programs to reach various customer segments and profiles. Customer education is an integral part of the digital transformation carried out by BCA in order to increase public awareness and protect consumers from various modes of crime, including cyber- crime.