An ongoing implementation of strategic cost management initiatives is also part of the Bank s effort to increase efficiency. This holistic transformation is supported and enabled by a more streamlined organization structure for the Bank to be more competitive in a fast-changing new digital era. The first two initiatives focus on digitizing customer journey and streamlining operational processes and the rest focus on modernizing and standardizing customer touch points, all the while keeping customer centricity at its core. Gemilang project covers four main initiatives, namely digitalization, centralization, digital channel migration and branch integration. In 2017, BTPN Wow! customers has reached 2.9 millions, while for Jenius the number has reached 330,630 To complement the initiatives linked to new digital business of Jenius and BTPN Wow!, the Bank also launched Gemilang Project in an effort to bring digital technology into the core business. As a result, our customers accessing and using our digital banking service continue to grow. This year, we have enhanced our customers digital banking experience, by making our banking service more simple, seamless and secure. Lastly, with People, a focus on understanding the behavior of millennials, on upgrading the skill of the Bank s workforce and a new leadership mindset that extends beyond banking, which is more open to partnerships and understands the long-term strategic trade offs of adopting digital technology. In Risk & Control the focus is on a more extensive and smarter way of using data as well as strengthening the Quality Assurance and Internal Audit (SKAI) functions. In Technology, this involves adopting Micro Services, Open API, 2 speed IT, new DevOps, new tools & technology and hiring digital talents. In our Organization, this covers work space design faster work speed a squad and agile culture, where small teams from different parts of the bank converge to quickly generate innovative solutions and new competencies covering areas, such as data science and digital marketing. As a result, the Bank has been improving the efficiency and effectivity of key processes in these impacted units. With its customer centric approach, Jenius has not just impacted the way our customers connect with the Bank, but it also has impacted many areas of the Bank and the way it operates. Jenius, which has gained multiple awards, such as the Digital Transformer of the Year at the IDC Digital Transformation Awards in October 2017 and Excellence in Mobile Banking Customization in March 2017, has inspired the Bank to take a holistic approach in realigning the Bank. 9ġ2 2017 annual report cust mer Organization based on Customer Experience Speed of work Work space design New Competencies: Data Science, digital marketing, etc Squads culture customer centricity Digital Platform Technology Micro Services, Open API 2 Speed IT New DevOps, Practices, New tools & technology Digital talents Reorganized to serve 3 demand Archetypes Risk & Control Framework Data driven QA, Internal Audit People New leadership mindset: beyond banking, partnership, long term strategic trade-off Workforce upskill Embracing the millennial 10ġ3 PT Bank Tabungan Pensiunan Nasional Tbk centricity PT Bank Tabungan Pensiunan Nasional Tbk ( BTPN or Bank ) is putting customer centricity as its focal point in transforming the Bank. Internally, the Bank s digital transformation journey has gained considerable momentum and will continue to ensure a more sustainable growth, going forward. Thus, this year, we have enhanced our customers digital banking experience and equipped our team with new skills as well as a change of mindset. 1 PT Bank Tabungan Pensiunan Nasional Tbk we are transforming 2017 annual report 1Ģ 2017 annual report banking used to involve waiting in line to get served 2ģ PT Bank Tabungan Pensiunan Nasional Tbk now we are serving you in real-time wherever you are 1Ĥ 2017 annual report we used to be product centric 2ĥ PT Bank Tabungan Pensiunan Nasional Tbk now we are customer centric 3Ħ 2017 annual report we serve the mass market segment giving them financial solutions 4ħ PT Bank Tabungan Pensiunan Nasional Tbk now we are empowering them with technology 5Ĩ 2017 annual report we have grown our revenue by 22% in 10 years 6ĩ PT Bank Tabungan Pensiunan Nasional Tbk now we are growing revenue by working smarter 7ġ0 2017 annual report over the past 8 years we grew businesses by innovating 8ġ1 PT Bank Tabungan Pensiunan Nasional Tbk now we are transf rming to serve you better tomorrow With its customer centricity approach, today s digital disruption have not just impacted the way our customers connect with the Bank, but also how the Bank operates.