PERFORMANCE SUMMARY OF NETWORK & SERVICES DIRECTORATE In line with the initiative to strengthen retail banking capabilities, BRI continues to provide optimal service to customers by continuing to carry out transformation through various Strategic Initiatives both in the Network and service quality aspects. Transformation of the Work Network takes the form of expanding new office formats to improve customer experience and satisfaction, as well as consistently maintaining the reliability of transaction support devices such as Self Service Banking Terminal (SSBT) and E-Channel (ATM and CRM) machines. BRI is always committed to improving service quality by prioritizing customer centricity, including by providing complaint services that are increasingly easily accessible to customers. Overall physical office, BRI has expanded the New Branch Format which consists of: 1. Addition of 4 (four) Flagship Branches at BRI Bandung Asia Afrika Branch Office, BRI Palembang A. Rivai Branch Office, BRI Surabaya Rajawali Branch Office, and BRI Surabaya Kaliasin Branch Office. Currently there are 6 (six) Flagship Branches, of which the other 2 (two) are at the BRI Special Branch Office and the BRI Menara BRILian Branch Office. 2. Addition of 4 (four) Smart Branches, BRI KCP Ministry of BUMN, BRI KCP Kota Kasablanka, BRI Mall Kelapa Gading Cash Office, and KK Pondok Indah Mall. Currently, there are 14 (fourteen) Smart Branches, of which the other 10 (ten) are at the BRI Denpasar Gajah Mada Branch Office, BRI Bandung Branch Office A.H. Nasution, BRI Jakarta Otista Branch Office, BRI Bogor Dewi Sartika Branch Office, BRI Bintaro Branch Office, BRI Bumi Serpong Damai (BSD) Branch Office, BRI Tamalanrea Branch Office, BRI Medan Putri Hijau Branch Office, BRI Surabaya Pahlawan Branch Office, and Office BRI Solo Branch Slamet Riyadi. 3. Addition of 2 (two) Community Branches, BRIWork UNS and BRICafe MD Place. Currently there are 8 (eight) Community Branches, of which 3 (three) are at BRICafe Marina Bay, BRICafe Smescoffee, BRICafe Jogja, and 3 (three) others are at universities including BRIWork UGM, BRIWork IPB, and BRIWork UNEJ. 4. Addition of 5 (five) Co-Location SenyuM outlets at BRI Unit Sekip Kebon Semai Palembang, BRI Unit SP Timbangan Kayuagung, BRI Unit Prambanan Sleman, BRI Unit Minasa Tene Pangkajene, and BRI Unit Karossa Mamuju Tengah. Currently there are 1,018 SenyuM Co-Location outlets to serve customers, especially the Ultra Micro segment. The provision and expansion of transaction support machines is also carried out in BRI’s efforts to strengthen the customer journey to make transactions using both selfservice and assisted self-service, which consists of: 1. Implementation of 267 Digital CS machines in 262 BRI Branch Offices. The capabilities of the Digital CS machine are also continuing to be improved. Previously it could only serve transactions for opening accounts, printing Debit cards and printing savings books. Currently, it is able to serve additional transactions in the form of issuing Debit Cards and reissuing PINs, as well as printing bank statements. Implementation of 267 Digital CS machines in 262 BRI Branch Offices. The capabilities of the Digital CS machine are also continuing to be improved. Previously it could only serve transactions for opening accounts, printing Debit cards and printing savings books. Currently, it is able to serve additional transactions in the form of issuing Debit Cards and reissuing PINs, as well as printing bank statements. 2. Addition of Replacement Card Machine (RCM) machines from the previous 42 machines in 42 BRI Branch Offices to 70 machines in 70 BRI Branch Offices. 3. Addition of 2,000 new CRMs to expand transaction services, especially customer cash deposits. BRI is always committed to improving the quality of service throughout its work network and customer complaint services by prioritizing customer centricity to maintain customer trust. BRI continues to make improvements in digital-based customer complaint services, which consist of: 1. The complaint service can be accessed on a selfservice basis via the help center menu in the BRImo (Complaint in Apps) application and the BRI Sabrina Virtual Assistant so that the resolution of customer complaints can be monitored in real time by customers. Network & Services Directorate PT Bank Rakyat Indonesia (Persero) Tbk. 2023 Annual Report 438
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