Consistently Improve International Quality Services For Customers, BCA Gets This Award

Photo: Doc. BCA

JAKARTA - Starting in 2023, PT Bank Central Asia Tbk (BCA) was successfully awarded three global certificates at once, namely ISO 20000:1-2018 related to the service management system of data center and IT operation management, Threat, Vulnerability and Risk Assessment (TVRA) for data center, and Certified World Class Help Desk from the Global Contact Center World Awards 2022 (GCCWA). The ISO 20000-1:2018 Certificate was handed over by the Audit & Certification Director of PT BSI Group Indonesia Joko Prayitno to SVP IT System Operation BCA Agus Wibawa, TVRA certificate was handed over by Managing Director AIP Risk Consulting Pte. Ltd Isaach▁jiwa to EVP Group Infrastructure & IT Operation BCA Indra Tjahaja, and Certified World Class category Help Desk was handed over by Director 168 Solution and Exclusive Partner of Contact Center World.com Grace Heny to Senior EVP IT BCA David Formula, at Menara BCA, on Wednesday, February 1. The acquisition of these three certificates marks customer trust in the company above the quality of the service process is quality and as a bank that is always present (always on). "This is a manifestation of our commitment to continue to increase the capacity of information technology systems in order to provide the best service for customers and child companies, along with their increasingly complex needs as well. We are grateful for the hard work of the entire team, for supporting BCA to get this international recognition," said BCA IT Senior EVP David Formula Through a statement. officially, Thursday, February 2. BCA realizes the need to increase process efficiency and accountability in IT System Operation banking according to international standards in order to provide the best service for customers through ISO 20000:1-2018. The ISO 20000-1:2018 certificate itself regulates service management system standards (service management) that support the company managing its service system according to international standards. In the process of achieving this certification, BCA cooperates with PT BSI Group Indonesia as an auditor to assess the performance of the service management process at IT BCA operations. The audit process has been going on since July 2022 and is carried out in several stages, ranging from document assessment to direct observation. After going through these various processes, it was stated that the management system, service documentation, and data center BCA managed to meet the ISO 20000-1:2018 standard. Then, as one of the largest banking companies in Indonesia, BCA is aware of the now service. Digital has become a new standard for banking operations. Therefore, the Data Center is a vital component that requires special treatment and security in order to provide secure and reliable network and internet banking services for customers. Earlier this year, BCA's Data Center conducted an internationally recognized physical and data security assessment through Threat, Vulnerability and Risk Assessment (TVRA). TVRA is a standard for risk identification and threat on assets which is very crucial, such as the IT infrastructure issued by the Monetary Authority of Singapore (MAS). In the assessment process, BCA collaborated with AIP Risk Consulting Pte. Ltd. Singapore to conduct a safety assessment of two BCA data centers, with analysis and observations carried out from August to December 2022. From these analyses and observations, it was found that BCA results had designed and applied adequate security systems in the Data Center and its buildings. such as CCTV systems, Access Control systems, Fire systems, Power systems, and so on. Thus, reports on mitigation steps and completion certificates (Certification of Completion) state that BCA has implemented TVRA and is one of the first banks to undergo TVRA. Finally, BCA's commitment to providing the best service to its customers is not only finalized in the upstream part with ISO 20000:1-2018 and TVRA certifications, but also downstream, thus delivering Help Desk BCA received a Certified World Class Help Desk from the Global Contact Center World Awards 2022 (GCCWA).

The World Class Help Desk predicate was won by Help Desk BCA because of its achievements and consistency in maintaining a gold medal in the event for three consecutive years. GCCWA itself is a competition that brings together contact center practitioners from various countries in the world, with one of its categories of helping desks. Awards and the two certifications, signaling BCA's commitment to always being the best to serve customers is already at the highest international level. Nevertheless, BCA continues to be determined to improve service quality in order to meet customer needs. "BCA thanks the awards and certifications that have been entrusted to us. Of course, our commitment does not end here because this moment actually spurs us to continue to develop banking services that are beneficial to the ecosystem of the company and customer," concluded David.