Comprehensive cooperation between the SBV and 5 commercial banks

In the journey of digital transformation, commercial banks are playing a pioneering role not only in technological innovation but also in spreading digital knowledge to the entire population.

Presenting at the Conference, Ms. Phung Nguyen Hai Yen - Deputy General Director of Vietcombank said that the bank has a "philosophy" of training customers through an intuitive interface, friendly to all users, easy-to-understand language, natural operations, helping customers to get acquainted and use it proficiently from the first time.

At the same time, the bank also has a variety of forms of guidance for customers to effectively popularize digital banking. On the online channel, the bank supports via the website, Fanpage, VCB Digibank application, chatbot. Through the phone channel, there is a 24/7 support hotline, 24/7 support chatbot. The bank also has support staff at the transaction counter, documents and instructional videos, and digital banking service support at the customer's workplace.

Vietcombank representative proposed to promote orientation and support policies to promote the popularization of digital banking to all people; strengthen links with units to spread the "Digital Education for All" movement nationwide; support a testing mechanism (sandbox) so that banks can be proactive, creative and improve products and services to serve the people.

Meanwhile, Ms. Nguyen Thi Quynh Giao, Deputy General Director of BIDV emphasized: The Bank considers the Digital Literacy Movement not only an internal task but also a commitment to spreading digital knowledge to each customer, especially those in remote areas, urban areas, and rural areas so that no one is left behind in the journey to access digital financial services.

BIDV focuses on developing a comprehensive digital ecosystem, bringing digital banking closer to customers. For individual customers, BIDV focuses on removing barriers to popular technology to serve digital banking and through designing simple, easy-to-use, transparent experiences and 24/7 online support.

Along with that, BIDV brings digital banking closer to users by building an ecosystem design based on understanding customer needs, fully meeting daily life needs from financial transactions, paying for electricity and water to paying for public services and personal financial management solutions advised by AI. All converge on the BIDV Smartbanking platform serving more than 22 million customers...

For corporate customers, BIDV provides a strong digital financial infrastructure, the bank not only provides capital but also accompanies customers through pivotal moments in their development journey. Therefore, BIDV becomes a partner in creating and providing digital platforms for corporate customers, helping partners improve their management capacity, digital thinking, road operations to business development strategies, etc.

For VietinBank, the principle of digital transformation is to comprehensively change thinking, business models, working methods through digitalization, technology and data application. Specifically, Mr. Tran Cong Quynh Lan - Deputy General Director of VietinBank shared that the organizational model adapts to transformation with a customer-centric mindset, the bank also established groups and teams on digital transformation; built new CoE competency centers; spread the culture of transformation from headquarters to branches, innovated thinking and working methods.

Along with that is the digitalization of products and services, bringing maximum products and services to digital channels, improving experiences through customer clustering, finding bottlenecks in the experience journey. At the same time, Vietinbank also digitizes operational processes, builds a digital transformation enterprise architecture. Mr. An Thanh Son - Deputy General Director of VIB shared about the digital transformation initiative in the development and management of internal policies and regulations that VIB is effectively implementing, contributing to improving the bank's governance and operational capacity. According to VIB's leaders, from operational practice, VIB has found many shortcomings such as internal policies that lack systematicity, overlap, manual operation and have not kept up with the requirements of business practices and changes in the law.

To overcome this, VIB has implemented a policy digitization initiative with 5 core pillars: Specifically, identification numbering and version management help to plan a tight policy system, easy to trace and eliminate confusion. The application of Intranet with individual authorization ensures secure access, increases transparency and accountability, digitizes the document issuance process. Decoding legal documents with AI helps support updating policies that are practical and in accordance with the law, increasing document processing efficiency.

Along with that is automatic review and control stamping, ensuring that policies are always updated and standardized, strengthening the document quality monitoring mechanism. In addition, promoting a strict review and review mechanism to promote a culture of debate and cooperation, improving the quality of documents.

Regarding information security, network security and security for the system as well as customers, MB especially improves the security capacity, information security and management capacity of the staff. Vice Chairman of the Board of Directors of MB - Mr. Vu Thanh Trung shared at the Conference about the model of developing the team of experts at the bank. Accordingly, MB sets out regulations on the capacity and level required for each employee, and at the same time has a specific career path, suitable for each employee. MB focuses on recruiting based on actual capacity (skill-based hiring), the bank promotes proactive learning, takes self-study as the center, applies the 70 - 20 - 10 model, that is, 70% learning from actual work, 20% learning from the co-workers environment, 10% learning through training courses and certificates.

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