BSP is 100% committed to improving the way we it serves its customers, according to group CEO Ian B Clyne.
He said BSP had been working extremely hard over the last four years to significantly improve its core technologies, systems, processes, and to significantly enhance the skills and capabilities of its staff.
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| BSP Premium staffer |
He said BSP had achieved approximately 60‐70% of the total transformation project which commenced in 2008.
“Our achievement to date, are now clearly evidenced by the 'significant' improvements in banking access for each segment of our customer base," Clyne said.
He said BSP’s Retail Banking Business Unit, through its branch network and electronic platforms now provided the following service centres:
- · Rural customers: 42 BSP rural agencies will be opened in rural centres throughout PNG by year end;
- · Mass market: 41 branches, 275 ATM’s and 8,000 EFTPoS machines. This is also supported by significantly improved mobile phone and internet banking services;
- · High income customers: BSP Priority Banking Services (BSP Gold & Silver Visa Card holders) are now served by Premium Express Teller service, which is available in nearly all BSP branches nationwide; and
- Very high Income customers: have access to BSP First Platinum Service. BSP currently has four state- of-art service centres now operating in Port Moresby (Ravalian Haus, Head Office, Gordon, and Vision City). BSP First customers may also access Premium Express tellers’ services in BSP branches throughout PNG.
“BSP also operates six Premium Banking centres in Port Moresby (Gordon, Head Office, Boroko, Waigani, Vision City, and Waterfront),” Clyne said.
“These service centres serve our corporate and paramount customers, and our retail BSP First and BSP Priority customers.
“These premium services are being expanded into Lae and Mt Hagen in the very near future.
“BSP First, BSP Premium Service Centres, and BSP Express Teller Services are staffed by BSP’s most experienced and best trained staff that provide quick, modern, efficient services in a safe, comfortable and convenient environment.
“BSP First, and BSP’s Premium Banking Services are extremely important initiatives for BSP.
“ Historically we had a ‘one model fits all’ service model, now we have new service models that focus on improving banking service quality and availability to ‘all’ our customers throughout PNG.
“It must be recognised that BSP First and BSP Premium Customers (retail, corporate and paramount customers) generate the majority of our revenue.
“ It is this revenue that now ‘subsidises’ BSP’s Rural Banking initiatives and electronic banking initiatives in remote rural locations nationwide.
"Quite simply BSP could not afford to roll out our BSP Rural program, and our enormous expansion of our electronic banking services (ATM”s and EFTPoS machines in shops all over PNG), if we were not generating the revenues we now earn from our high income and corporate customers.
“BSP’s service levels are still not perfect; however, we are trying extremely hard to improve very aspect of our business, including taking banking services to rural communities in a very meaningful way.
“To give you an example of our achievements, BSP has opened approximately 250,000 new retail Kundu accounts this year, that is more retail accounts than the combined retail customers of our foreign competitors.
“Before the end of this year, BSP will pass the 1 million active retail accounts milestone.
“This is more than a 100% increase in the number of retail accounts since BSP started out its ‘transformation project’.
“We want all Papua New Guineans to be able to have access to a BSP Kundu account, and we want them to be able to access their savings at BSP EFTPoS machines which are as close as possible to where they live.
“Safe, secure, convenient and cost effective banking available to everyone: That’s what BSP is committed to, and what we are well on the way to achieving.
"BSP is truly transforming the banking system in PNG and the Pacific.”