BTN Changes the Face of Services, Expansion Supported by Modern Operations

JAKARTA - PT Bank Tabungan Negara (Persero) Tbk continues to accelerate business transformation to strengthen services to customers. One of them is by expanding efficiently through credit operational updates, branch office modernization, and the development of digital services.

BTN Operations Director I Nyoman Sugiri Yasa said the transformation was part of the implementation of BTN's new vision for the 2025-2029 period. Namely, to become "the main partner in the financial empowerment of Indonesian families".

This vision is carried out through a number of strategies in the corporate plan. Among them are strengthening the sustainable funding engine, improving product propositions and cross selling, and presenting complete banking services (full banking services) with a better customer experience.

"We will change the image that BTN bank can provide full banking services. This means that if the family's finances, there is financing, investment, transactions, and all kinds of other banking needs. Especially in the digital era now," said Nyoman in the Talk Show & Journalism Awards and BTN Photo 2026 at the BTN Tower 1 Ballroom, Jakarta, Friday, January 13.

Nyoman explained that it was important to strengthen the sustainable funding engine so that businesses could run sustainably. Considering that funding is the main fuel for banks to carry out financing activities. Without strong funding support, banks will not be able to optimally channel financing to the community.

"Therefore, strengthening funding is one of the main focuses that continue to be improved. This effort is carried out to ensure the availability of stable and sustainable sources of funding. So that BTN can continue to carry out the function of intermediation and expand the distribution of financing," he said.

BTN also continues to strive to present a holistic banking proposition. This means that the bank is trying to strengthen the product proposition while improving cross-selling strategies. In this case, BTN is not only focusing on housing financing or KPR, but is starting to move towards services beyond mortgages.

With this approach, BTN wants to offer more complete banking services to customers. Such as payroll, credit cards, investments, BTN Light Credit (KRING) for home renovations, multi-purpose credit, financing for cars and motorcycles, to working capital credit.

"When customers buy a house through KPR, they also have the potential to need other financial products. Through this strategy, BTN can provide various financial solutions that can be used by the Indonesian people," said Nyoman.

BTN's next strategic plan is to present a complete banking service (full banking offering) by prioritizing customer experience. The key to this effort is to improve service and operational aspects because both of them are very important in determining the quality of service to customers.

One of the steps taken is a revamp or update of the loan processing process to be more efficient, fast, and standardized. Credit operational updates are carried out through the loan factory system. This system centralizes the submission and processing of consumer loans, including home ownership loans (KPR).

Previously, BTN's credit operational process was carried out through six Regional Loan Processing Centers (RLPC) spread across various regions, namely in Cawang, Bekasi, Semarang, Surabaya, Medan, and Makassar.

However, the model is considered to have a number of limitations. The standard of inter-regional processes is not uniform, control and monitoring are not fully centralized, and interregional capacity and productivity are uneven.

Through the loan factory, the credit process is now centralized at the center. This system also prioritizes the digital process so as to minimize manual intervention.

"With the loan factory, the mortgage process is processed in one central. We prioritize the digital process so that the service is faster, accurate, transparent, and has the same standard," said Nyoman.

According to him, the system will be implemented gradually throughout Indonesia. Hopefully, the process of applying for mortgages will become more efficient and increase productivity.

In addition to credit operational updates, BTN also modernizes its branch office network. This effort is carried out through a branch office rejuvenation program. Throughout 2025, BTN has opened 20 new branches, relocated 29 branches, and re-arranged (re-layout) 10 branches to be more modern and comfortable.

Nyoman admitted that until now the image of BTN branch offices has often been considered rigid and bureaucratic. Therefore, BTN is trying to present a more modern and customer-friendly branch concept. Some of the branch offices that have carried out the new concept are located in the Pondok Indah, Harmoni, Kuningan, and Central Park areas.

"We want to change the old impression that bank branches are old-fashioned and bureaucratic. In the future, BTN branches will adapt to the times with a more modern and dynamic concept," he said.

At the same time, the company is also accelerating the digitization of services through the development of BTN Digital Store. This concept presents banking services at locations closer to community activities.

BTN Digital Store is not only located in branch offices, but is now also present in shopping centers and commercial areas. In fact, in some locations, BTN collaborates with local coffee brands to present a more relaxed service atmosphere. Currently, as many as 24 BTN Digital Stores are operating in Jabodetabek, Surabaya, Bandung, and Semarang.

"We are present in commercial areas, in malls and crowded centers. The concept is an outlet that can serve anytime through a digital store. But there are still superstaff who help customers," explained Nyoman.

The concept is expected to be able to provide a better customer experience. With this approach, the bank does not just wait for customers to come to the branch office, but is present directly where people are active.

"So it's not just customers who come to the bank, but the bank that is present where people are active," said Nyoman.

BTN's operational transformation also touches on the management of credit documents. Given the size of the mortgage portfolio owned by BTN, the management of collateral documents is an important aspect. For this reason, BTN built a Records Center as a more modern and secure credit document storage and management center.

Currently, the document management center is available in several cities, including Bandung, Semarang, Surabaya, and Gandul, Jakarta. The facility is equipped with a security system and more advanced document management technology.

"BTN's mortgage portfolio is so large that the governance of collateral documents must be done properly and safely. Therefore, we built a records center with a more modern system. The storage room is fireproof, termite-resistant, and high-secured. Storage with dossier boxes, not envelopes," he explained.

Through these various steps, BTN hopes to improve the quality of services while strengthening operational efficiency. This transformation is also expected to strengthen BTN's position as a bank that not only focuses on housing financing, but also provides broader financial solutions for the community.

Nyoman is optimistic that BTN's business growth will continue in the future because the things that are fundamental have been improved and strengthened.

"The fundamentals of sustainable business growth have been built. And we are now ready to serve the Indonesian people," he concluded.