Teknologi Perbankan Digital – The banking industry is experiencing the phenomenon of reduced transactions at branches and ATMs as customers prefer mobile and internet banking. -Okay Diaz.
Digital developments also influence customer behavior during transactions. Bank Central Asia (BCA) is one of the banks affected by this change in customer behaviour.
Teknologi Perbankan Digital
According to BCA President Director Jahja Setiaatmadja, customer transactions through branches were only 1.8% this year. In fact, in 2017 it was still 17%.
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, so there are fewer branches,” Jahja said as he met after the “BCA Finhacks 2019” event in Senayan City, Jakarta, Saturday (11/23).
The situation for customers transacting at automated teller machines (ATMs) is also not much different. Whereas the number of transactions used to be 71%, it has now shrunk to 17%.
Jahja said his party funds of Rp. 5-5.2 trillion will prepare for capital expenditures for technology needs in 2020. The funds will also be used for additional branches and new ATMs.
Meanwhile, Hermawan Tendean, BCA’s Senior Executive Vice President of Strategic Information Technology, said that as of November 2019, BCA has allocated a budget of IDR 2.3 trillion out of the total 2019 technology capital expenditure budget of IDR 5 trillion.
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According to him, the remaining budget will be used to finance projects that are not yet fully operational in 2019. According to him, the budget for technology and information capital in 2020 has increased by about 10%-12%.
Hermawan admits that fee-based revenue from digital transactions is not great. In fact, it tends to decrease. Only, he said, it has a big impact on efficiency in increasing the number of customer transactions.
Not only BCA, other banks are also increasing the touch of digital technology in their business. Director of Consumer Business at Bank Nasional Indonesia (BNI) Anggoro Eko Cahyo acknowledged that BNI’s digital transactions continue to increase every year. According to him, this cannot be seen in isolation from the increasing digital financial literacy of the community.
Digital transactions in urban areas, Anggoro said, were much higher than those in the regions. “Because it is related to IT (information and technology) connections or devices,” Anggoro said when contacted Monday (11/25).
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Jahja admits that branches are still needed to provide services such as giro collections, deposits and large cash withdrawals. That is why BCA continues to add branches. However, the number is limited, about 20-30 branches per year.
“There is no reduction in branches. In fact, they have joined because cash cannot be replaced digitally, so cash is still needed,” he said.
Unlike BCA, with digitization, according to Anggoro Eko Cahyo, BNI is no longer aggressive in opening new branches. However, Anggoro did not deny that branches were still needed. However, its function has changed to that of an “advice bank”.
Meanwhile, Mahelan Prabantarikso said that the presence of BTN cash registers and branches is still needed so far. Because not everything can be done digitally.
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BTN is a bank that manages home loans, such as public housing loans (KPR). Not all contracts can therefore be executed automatically
He said BTN also failed to terminate the employment of its employees, who were hit by efficiency. The reason is that the need for housing in the community is still very high, so those affected by the transition to digital can fill sales and service positions.
Bina Nusantara University (Binus) banking observer Doddy Ariefianto said that the trend of digitization cannot be avoided by anyone, including the banking industry. According to him, the banking industry must immediately switch to digital, so that its customers are not let down.
“The bank has to change its business model, now people no longer want to come to the branch. Open an account digitally if necessary,” said Doddy, Friday (22/11).
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Responding to the question about bank branches, a researcher from the Institute for Development of Economics and Finance (Indef), Nailul Huda, said they are still needed. The reason for this is that supervision is usually exercised at the branch office.
Doddy also said the branch would continue to exist. Even if it disappeared, he said, it wouldn’t be as fast as in developed countries.
Samuel Asset Management economic observer Lana Soelistianingsih said whether or not a branch is needed is based more on the bank’s customer profile.
If a bank’s customer profile is dominated by the millennial generation with characters who want it easy, fast and practical, he believes the bank will be more likely to close its branches and go fully digital.
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“Later on, most who come to the bank will only feel that the money has to be seen physically, but not millennials right now,” he said when contacted Saturday (11/23).
There are positive and negative effects when banking goes digital. Nailul Huda said that the transition from banking to digital supports the growth of other digital industries. That, he says, is positive for the economy. Especially in terms of efficiency and ease of transaction.
“Companies can also be more cost efficient so they can reduce BOPO (business expenses by business income),” Huda said when contacted on Saturday (11/23).
According to him, banks can lower the price of interest on loans with this efficiency. This will attract customers because the interest rate given is not great anymore.
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) which is large compared to before the move to digital. Digitization only allows banks to maximize the number of customer transactions.
In terms of maximizing the number of customer transactions, according to Lana, digital banking will still be able to provide services even though branches are closed on certain days.
“That is, those who operate the machine so that the transaction is maximum,” he said. “We can still make savings books, print them, deposit money on Saturdays and Sundays. All the ATMs are there, and there are bank benefits.”
In addition, Doddy said, digital investments don’t come cheap. Banks have to spend a lot of money, especially to purchase supporting infrastructure.
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Expensive IT. They also have to compete with digital wallets, the promotion costs can be more expensive than the fees
Doddy sees that the banks most ready for the digital transition are large banks, such as book III banks and book IV banks. The reason is that they have a large capital capacity to buy infrastructure.
However, according to him, this does not mean that the first and second book banks cannot switch to digital. Instead, he suggested that these banks could work together by creating a joint digital banking platform.
A third company, making a system, maybe that’s an option for them, so going digital isn’t a burden,” Doddy said.
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Meanwhile, Nailul Huda said, one of the consequences of digitization is to reduce the number of tellers. The increasing number of ATMs, he said, is also eroding the function and role of the profession.
“Most conventional banks abroad have switched to digital because it is a huge savings for them,” he said.
According to him, managing a branch office costs a lot of money. In just one branch or cash office, he said, there are many employees with different tasks and functions.
According to him, this is also a challenge for employees in the banking sector. They must immediately equip themselves with new skills.
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Doddy said that as professions such as tellers disappear due to the impact of digitalisation, new skills or jobs will emerge that will be urgently needed. For example, information and technology personnel, programmers and data analysts.
Moreover, he said, this is also the job and responsibility of bank management. “The banking industry has started to think, what if there is a reduction and where will it be adjusted?” he said, now every industry must be ready to face dynamic change. The financial and banking sector must inevitably adapt to existing technological developments. Based on research
62% of consumers today expect companies to adapt to their personality (behavior, communication patterns and habits). Therefore, as lifestyle patterns, mobility and customer needs change, banks must be ready to make digital transformation.
The banking financial industry needs to innovate by combining digital technology with customer interaction, in this case the findings of these new technologies should make it easier and provide convenience for users to access banking services. One of them is digital banking, which describes a virtual process that underpins all of its services.
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Only for transactions is also digitized at the branches. For example, various banks already have applications for reserving queue numbers, so printing and changing passbooks can already be done via a machine. Even opening an account can now be done online
The transition from conventional banking to digital can increase the efficiency of work processes and improve the quality of customer service. In addition, today’s customer transaction patterns demand convenience in every banking service. The creation of new markets by a younger generation of customers is also one of the factors why banks must be prepared to change.
. Banks that are already digital and offer convenience and comfort to their customers will also attract many new customers who, by the way, are now at a productive and relatively young age. So comrade PRIMA, have you experienced the sophistication of innovation in digital banking services?
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