Digital transformation and cybersecurity activities
Online channels were particularly busy during the pandemic period, so we focused on developing digital solutions and maintaining process security.
- GRI:
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103-1 Explanation of the material topics and their boundaries for the topic: Digitization and innovationExplanation of the material topics and their boundaries for the topic: Digitization and innovation
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103-2 Management approach to topics identified as material for the topic: Digitization and innovationManagement approach to topics identified as material for the topic: Digitization and innovation
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Custom indicator Measures implemented to ensure cyber security)Measures implemented to ensure cyber security)
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ESG: S – Society Our approach to Social ResponsibilityOur approach to Social Responsibility
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PRB 1 Alignment We will align our business strategy to be consistent with and contribute to individuals’ needs and society’s goals, as expressed in the Sustainable Development Goals (SDGs), the Paris Climate Agreement and relevant national and regional frameworks. We will focus our efforts where we have the most significant impact.We will align our business strategy to be consistent with and contribute to individuals’ needs and society’s goals, as expressed in the Sustainable Development Goals (SDGs), the Paris Climate Agreement and relevant national and regional frameworks. We will focus our efforts where we have the most significant impact.
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PRB 3 Clients and Customers We will work responsibly with our clients and our customers to encourage sustainable practices and enable economic activities that create shared prosperity for current and future generations.We will work responsibly with our clients and our customers to encourage sustainable practices and enable economic activities that create shared prosperity for current and future generations.
Our priority was to ensure continuity and the highest quality of customer service in remote channels.
- We increased the capacity of remote distribution channels and maximised security measures for the bank’s key IT systems. We developed and implemented additional control processes to monitor customer service in remote channels.
- We continued to digitise and automate the central processes of banking operations and to strengthen and expand the availability of customer transaction services in remote channels.
- We also offered a wide range of pandemic mitigation solutions for clients, including:
- moratoria for the repayment of loans;
- subsidies from the Polish Development Fund (we implemented an IT solution and supported the process on an ongoing basis, including accounting for subsidies, reporting and handling complaints and mandates);
- we automated the handling of loan agreements and collaterals with de minimis guarantees (we reduced the handling time from 3 business days to 15 minutes);
- we implemented a tool for sending mass emails (we launched another communication channel for sending emails; we built a front-end for an advanced system to handle mass mail and created document templates).
We also worked hard to launch the Loan Restructuring Website to let customers handle credits requiring change of terms independently and automatically (e.g. grace period in loan repayment, extension of the credit period and fast automatic repayment of arrears from an account in another bank).
We have increased the focus on automation and control of production and operational processes, improving the quality and stability of systems.
Due to the increased activity of cyber criminals during the pandemic, we continued to educate people about cyber threats and how to avoid them. Through social media and banking websites, we warned our customers of potential attacks.
For more information about our cybersecurity activities go to website.
