Post on 10-Nov-2021
PT. Bank Tabungan Negara (Persero), Tbk
BTN’s
Improvement on
Digital Banking &
Branchless Banking
Subsidies
NON Subsidies
Commission BasedProfit
Oriented
Gov. Program
Oriented
1. Data Quality of
Beneficiaries
2. Coordination between
Bank & Gov. Including
with the Local Gov
3. Education for the
whole parties
4. Commission based for
Agents
Branchless Banking - Agent Driven Factor
Branchless Banking Agent works as a Strategic
Business Unit, therefore agents are Profit
Oriented Driven. But leason learn
From Indonesia, there are two factors that drive
the Agents.
Agents which driven by Profit tend to
have a better number of transaction. The Agent
who driven by Gov.Program are forced to be in
place according to the needs to supply the
program.
#(%) Of Agents : 4.729 (73%) 1.715 (27%)
AVG Transaction : 613 > 530
6.444 Number
of Agents
(+236 Agents
in 3 Months)
6.208
Numbers of
Agent
2018
2017
USD 2.12 Mio
Balance
1.14 Mio
Accounts
USD 6.43 Mio
Balance
1.148 Mio
Accounts
Implement Agent
Supervisor with 1:30
ratio each branch
(started in Feb 2018)
There’s No
Agent
Supervisor in
every branch
Agent
Management
Team
There’s No
Agent
Management
Team
1.Bank in Indonesia, particularly State Own Banks, are been driven by the
Indonesian Government to provide agents in every villages in Indonesia. The
thought was to fill the acceptance ratio for the Government program
beneficiaries, which is 1 agent for 250 beneficiaries.
2.To address the gap, Bank BTN approach :
a)Developing numbers of agent been recruit, by focusing the target to our
real estate cooperation and debtors, which also to cross sell the product of
our mortgage financing.
b)Enlarge the number of field officer to recruit, monitor and reviewing the
agents.
c)Features Diversity, specifically of mortgage installment acceptance.
3.Leverage the rural ecosystem by actively combine the government program
with the agent activity (eg. Upgrade agent services to the sell the
commodity products to support food assistance program)
Branchless Banking Challenges
Branchless Banking - Agent Driven Factor
Branchless Banking – Agent of Griya BTN
BTN’s Digitization Process
E-Banking Transaction
Fee Based Income
Generator
Digitize Loan
Origination Process
E-banking Trx : Teller Trx = 95:5%
More than 1900 ATM, grew 167% compared to 2010
More than 600.000 users of Mobile Banking with more
than 2.4 million trx
More than 46.000 users of Internet Banking with more
than 155.000 trx
More than 90% success trx on e-channel
Electronification on public service, ie: public
transportation, toll gate etc
BTN provides services to customers andcommunities through the online portalhttps://www.btnproperti.co.id/
More than 1.416 Developer, 350.136
Properties, 45.858 Members
More than IDR 1.184 Billion loan
disbursement, grew 350% compared to
2016
More than 3.214 unit properties sold
from online transaction, less than 2%
of conventional transaction
More than IDR 100 bio of
fee based income from e-
banking trx
Fee based income in 2017
grew 26% compared to 2016
BTN targets to increase fee
based income by 20% of
total bank revenue in 2018
Online Open Account, decreased
OPEX more than 10% per account
Co working with others Government
Bank to use single platform on ATM,
decreased OPEX more than 27%
0
5.000.000
10.000.000
15.000.000Jan-1
1
May-1
1
Sep-1
1
Jan-1
2
May-1
2
Sep-1
2
Jan-1
3
May-1
3
Sep-1
3
Jan-1
4
Mei-
14
Sep-1
4
Jan-1
5
Mei-
15
Sep-1
5
Jan-1
6
Mei-
16
Sep-1
6
Jan-1
7
Mei-
17
Sep-1
7
E-Channel vs Teller Transaction
E-Channel Loket Teller
95%
5%
E-Channel VS Teller Staff
- 5.000.000 10.000.000 15.000.000 20.000.000
does not have an ATM card
ATM card user
Mobile Banking user
Debit card user
Internal Review of The Average Balance of e-Banking User's Savings
2017 2016 2016
x
2.5x
3.7x
6x
Digital Banking Challenges
Security
Service Availability
Quality of Service
Security vulnerabilities that cause the risk of loss of
user money or the risk of opening user credentials still
hinder the wider adoption of non-cash.
Often encountered services for non-cash transactions
are not available when used by the customer. Common
causes are network and application problems.
Slow service, frequent error / failures and lack of
customer service when users experience problems will
also hamper the growth of non-cash services.
68%
28%
16%
16%
12%
eMoney Server BasedCredit balance is
suddenly reduced / evenlost without making a
transaction
Has been done top upbut balance does not
increase
Others reason
The eMoney Server Basedbalance does not matchthe last balance value
The eMoney Server Basedaccount is hacked
Complaints in Using eMoney Server Based
32%
30%
23%
22%
13%
10%
3%
Merchants that receiveless numbers / less
attractive
EDC / reader machineis not working
The old process, lessskilled officers operate
It's hard to find a topup place
The eMoney card iscorrupt
Payment transactionunsuccessful
Others
Constraints / Complaints / Fraud when using eMoney
ThankYou
PT. Bank Tabungan Negara (Persero), Tbk