SUMMARY OF DIGITAL AND INFORMATION TECHNOLOGY DIRECTORATE Guided by the “GREAT” framework (an acronym for Grooming breakthrough innovation, Resilient IT platform, Excellent data-driven organization, Agile 10x governance, and Transformation of digital talent) as part of the 20212025 Information Technology Master Plan, BRI has achieved several things to be proud of in 2023. These various achievements have helped support BRI to achieve extraordinary achievements in 2023 while preparing digital platforms that can and will continue to support business growth in the following periods. During 2023 BRI recorded extraordinary figures for the growth of digital transactions, where 98.95% of our total transactions were carried out digitally, and the remaining 1.05% of our total transactions were carried out in our branches or business unit. Apart from the figures above, BRI’s Digital & IT Directorate also succeeded in recording several achievements for 2023. BRImo became one of the applications with new user growth of 32.6%, total transactions and transaction volume increased by 69.2% and 55.8% in 2023. In terms of infrastructure, BRImo could also maintain availability at 99.98%, and the success rate was 99.96%. The growth in the use of our open API, BRIAPI has been utilized in more than 23 types of digital ecosystems with more than 1,000 total partners. Utilizing Artificial Intelligence (AI), Sabrina continued to be at the forefront of customer handling by serving 55.6 million messages entering the BRI contact center during 2023. Sabrina also had a service satisfaction level of 69.8%, an increase from 57.7% in in 2022. In terms of operations and infrastructure, our three data centers also provided a reliable foundation, proven by the 3 (three) Tier III certifications obtained from the Uptime Institute, namely Tier Certification of Design Documents (TCDD), Tier Certification of Construction Facilities (TCCF), and Tier Certification of Operational Sustainability (TCOS). In terms of operations and infrastructure, our three data centers also provided a reliable foundation, proven by the 3 (three) Tier III certifications that BRI obtained from the Uptime Institute, namely Tier Certification of Design Documents (TCDD), Tier Certification of Construction Facilities (TCCF), and Tier Certification of Operational Sustainability (TCOS). Apart from that, in 2023 BRI carried out an IT Maturity Assessment in accordance with the mandate of the Ministry of SOEs with a score of 4.66 out of 5.00 points based on COBIT 2019 best practice. BRI has also proven its digital maturity capabilities with Level 2 achievements (score 80.50 out of a total of 100), in accordance with the Financial Services Authority assessment guidelines. Furthermore, in order to support the Company’s aspirations to grow inorganically by strengthening and optimizing the contribution of Subsidiaries, the Company will implement Synergy Implementation of subsidiary companies, one of which is through standardizing human capital management within the BRI Group. This was done after previously carrying out a maturity assessment to capture the existing conditions of human capital management in each subsidiary company. Based on the results of this assessment, various strategic initiatives will then be implemented by BRI Parent and each subsidiary company in accordance with the human capital management roadmap prepared towards the ideal conditions expected in 2025. In addition, improvements to the sustainable performance management system at BRI are also implemented through various efforts that include adjusting performance management policies and provisions according to current challenges and conditions, developing a more reliable support system and various efforts to maintain harmony in the implementation of performance management in the BRI Group. Information Technology PT Bank Rakyat Indonesia (Persero) Tbk. 2023 Annual Report 423 Business Support Functions Overview
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