2020 Sustainability Report | PT Bank Central Asia Tbk Inspiration for
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Responsible Banking Inspiration for Sustainability Culture Inspiration for Social Value Creation
Service Quality
the Finance top 20 Financial
institutions
the best Performing bank 2020 – buKu iv
World’s top 10 regional bank
First Place in indonesia (by brand Strength index 2020)
indonesia Financial award
2020
awarded with the category of combating coviD-19
3rd DataGovai 2020 Summit and awards
bca – the best For:
Data technology & Governance iDc Financial
insights
20 best bank in asia Facific 2020
As one of the banks with the largest market capitalization in Southeast Asia, BCA continues to develop and provide banking solutions for its customers. The service quality we deliver covers security, comfort, reliability, and easy access to banking transactions. BCA’s strategies for improving service quality includes:
• Developing its Human resource competencies and capabilities;
• Optimizing its digital network systems, internet services and social media;
• Strengthening the solution center;
• Developing digital banking services;
• Instilling an innovation culture to continuously create new technology;
• Establishing a Digital Service Center Unit for digital service operations.
One of BCA’s commitments to providing equal services is manifested by locating 19 ATM Wicara in seven cities namely DKI Jakarta, Bandung, Tangerang, Magelang, Yogyakarta, Cilegon, and Malang to ease the access for customers with disabilities.
[FS14]BCA continued to provide the maximum possible service during the COVID-19 pandemic and established several service adjustment policies so that customers could make transactions remotely without having to come to the branch. These policies were contained in Decree No. 048/SK/
DIR/2020 dated March 27, 2020 concerning KeyBCA Limit Changes for Fund Transfer Transactions using KlikBCA Individu.
customer Satisfaction Survey
[102-43]One method of determining the banking services quality and performance is through customer satisfaction surveys.
Customer satisfaction surveys are conducted annually by independent parties. The method used assesses the customer engagement and branch service quality by telephone. The customer engagement survey was conducted using the international Gallup method.
2020 Sustainability Report | PT Bank Central Asia Tbk
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Sustainability Governance Together throughPandemic Challenges Sustainability Aspects Highlight
Human Rights and Employment
eQuality anD DiverSity
[102-8]BCA’s business continuity is supported by 24,603 competent and creative human resources (HR). They all have equal opportunities to improve their work quality and gain experience in diversity in their working interactions. This work culture is a form of appreciation for human rights (HAM), and its implementation is monitored by the Human Capital Management Division. In practice, the human rights aspect ensures equality and diversity, and that there is no underage or forced labor.
The 2019-2021 CLA Article 7 paragraph 2 contains information concerning the absence of child labor and forced labor. A clear policy on working hours to ensure there is no forced labor is contained in CLA Article 13, Article 14, Article 19 , Article 20, and Article 21. The equality and work diversity in BCA as at the end of December 2020 is shown in the following tables. All BCA employees are full-time employees.
total employees based on Gender and employment Status
employment Status 2020 2019 2018
Male Female Male Female Male Female
Permanent 8,913 14,280 9,049 14,162 9,366 14,467
Not permanent (contract,
probation, trainee) 617 793 658 920 507 601
total based on gender 9,530 15,073 9,707 15,082 9,873 15,068
total overall 24,603 24,789 24,941
total employees based on Gender and Position
Position 2020 2019 2018
Male Female Male Female Male Female
Board of Commissioners 5 0 5 0 5 0
Director 10 2 8 3 9 3
Senior Manager 105 81 105 76 108 66
Middle Manager 843 795 846 759 814 712
Line Manager 3,678 6,068 3,677 5,929 3,721 5,880
Staff 4,096 7,719 4,131 7,946 4,212 8,230
Non-Staff 793 408 935 369 1,004 177
total based on gender 9,530 15,073 9,707 15,082 9,873 15,068
total overall 24,603 24,789 24,941
employee composition based on Gender and length of Service
length of Service 2020 2019 2018
Male Female Male Female Male Female
> 20 Years 4,434 5,991 4,772 6,049 5,246 6,440
> 15 - 20 Years 292 532 489 947 600 1,112
> 10 - 15 Years 380 528 352 489 327 446
> 5 - 10 Years 1,782 3,806 1,317 2,547 928 1,698
> 1 - 5 Years 1,990 3,328 2,016 3,969 2,262 4,705
≤ 1 Years 652 888 761 1,081 510 667
total based on gender 9,530 15,073 9,707 15,082 9,873 15,068
total overall 24,603 24,789 24,941
