BOC’s ‘Change Concept’ heralding more customer-friendly services


Text and pic by Sara Pathirana

The Bank of Ceylon launched its renovated Kadawatha branch yesterday hard on the heels of inaugurating a ‘transformative drive’ to make its branches increasingly customer-friendly.

The ‘transformation’ was part of a ‘change concept’ that was initiated by BOC wherein various digital channels of the bank received a timely makeover. The project also brought into effect a range of services that were aimed at making the Bank’s operations user-friendly.

"We needed to underline the issue of waiting time and work to reduce this by introducing a range of services that would work conveniently towards minimizing such issues as well as ensuring that customers receive a much more comfortable experience in case that need is not met. As all relevant infrastructure has been set up, including a self-service lobby, which will be part of this concept, we want to give our loyal customers the best banking service available out there, said BOC Sales and Channel Management Deputy General Manager Palitha Jinasoma.

The lobby will represent a central point to maintain a speedy transactional process for customers, it was revealed.

The Kadawatha facility is the third such branch to have received this makeover, following branches in Maharagama and Bambalapitiya which underwent the same process. The bank officials also disclosed that Kadawatha was chosen to represent the Western Province and the pilot project in this area will help determine if customers will adapt well to the services provided, in order to help further expand these services to other regions in the country.

Consultation was provided by the world renowned Boston Consulting Group (BCG), towards achieving a successful initial approach with the concept. "We are privileged to have become part of this inauguration. This branch transformation, in my view, is a significant initiative by the BOC, Principal at the BCG Prateek Roongta disclosed.

BOC Kadawatha Super Grade branch’s Senior Manager Rasika Kumari Jayasundara said, "This is a milestone achieved for the bank, after having reached 75 successful years of operations. This branch will be the first in the Western Province to have gone through a change of this caliber and we will continue to work hard and maintain the quality that will turn this branch into the best bank in the area."

Adding insight into the pilot project, BOC General Manager/CEO D. M. Gunasekara said, "Everyone will notice the changes to the exterior of the bank but the processes have also been immensely altered. We have introduced an array of tech related process changes, such as enhanced internet banking, ATMs and other such digital channels with the aim of taking the customer to a new era of banking. We hope to create two more pilot projects at the Kaduwela branch, which will be opened on the 06th of this month as well as the branch in Borella. A general model will be created for expansion and then spread to other bank branches."

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