Ensuring availability of financial services

Developing branch network

In 2013, we continued to manage our network on the basis of the new geomarketing technology, which means that customer service outlets (CSOs) are created and developed in the locations with the highest client concentration. Our goal is to ensure that our offices are conveniently located for most clients and bring our services closer to their homes, jobs, or studies.

Modern geomarketing technology enables us to analyse large information files from various regions of Russia including our operating outlets, competitor offices, urban infrastructure facilities, population density, and pedestrian traffic. This information makes up the basis for modelling optimal office locations convenient for most clients. As a result, in 2013 we opened 514 new CSOs, moved more than 580 CSOs to other more convenient locations, and closed 1,009 CSOs. In urban areas, we closed 379 outlets that did not comply with the approved geomarketing criteria in terms of location, or did not meet the standards of premises’ conditions required by the Branch Network Reformatting programme. In rural areas, 630 CSOs were closed primarily for objective reasons, including unsatisfactory or critical condition of buildings.

To replace the CSOs closed in remote areas, we open mobile banking units, with a 27% growth in 2013 compared to 2012. In addition, if it is technically possible, we install self-service machines in rural areas that enable our clients to perform the transactions they need. In 2013, we installed 623 ATMs and 214 payment terminals in rural areas. Remote channels such as Mobile Bank and Sberbank OnLine, also contribute to expanding the household access to banking services.

Table 4. Development of Sberbank’s service channels in Russia

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01.01.2012

01.01.2013

01.01.2014

Growth in 2013

Offices in Russia, units

19,249

18,588

17,976

−3%

Including customer service outlets, units

18,727

18,377

17,882

−3%

including underdeveloped and low-populated areas

18.13%

17.25%

16.86%

−2.3%

ATMs, units

34,490

44,600

51,900

16.4%

including underdeveloped and low-populated areas

11.99%

11.78%

12.30%

4%

Payment terminals, units

21,550

29,380

34,780

18.4%

including underdeveloped and low-populated areas

12.17%

12.20%

12.52%

3%

Mobile Bank, thousands of active users

5,411

10,035

14,918

48.7%

Sberbank OnLine, thousands of active users

2,412

5,823

9,347

60.5%

In 2013, the branch network of subsidiary banks expanded in Ukraine, Kazakhstan, and Turkey. In total, at the end of 2013 there were 1,440 customer service outlets outside Russia, including 118 CSOs located in low-populated, or economically disadvantaged areas, in the countries of the Group’s operation.

Fig. 1. CSOs development by subsidiary banks

Table 5. The proportion of CSOs of Sberbank and subsidiary banks located in low-populated or economically disadvantaged areas

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Russia

Europe

Ukraine

Belarus

Kazakhstan

Turkey

16,9%

24,6%

5.7%

6.0%

15.2%

no data

DenizBank operates the second largest network among Turkish banks, with CSOs located in every city of every region of the country.

Reformatting customer service outlets

In 2013, we continued to implement the Branch Network Reformatting programme which covered all subsidiary banks of the Group. We modernise our offices, make them more convenient for our clients, optimise their internal space, and adapt our customer service outlets to specific needs of various client groups. Over the 3 years of implementing the programme, we reformatted more than 4,600 customer service outlets in Russia.

Table 6. Results of the Branch Network Reformatting programme in Russia

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Indicator

2011

2012

2013

Reformatted customer service outlets

894

2,835

4,612

including small settlements (cities with up to 100,000 people, towns, villages)

203

752

1,246

Improving access to financial services for disabled people

Alongside the branch reformatting, we seek to adapt our CSOs to the needs of the disabled people (DP): we equip our offices with wheelchair ramps and install service desks at a lower level. At the end of 2013, we had 28.5% of our total offices in Russia were of this specification, and 27.6% across the entire Group.

Table 7. Customer service outlets adapted for disabled people across the Sberbank Group in 2013

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Russia

Europe

Turkey

Ukraine

Belarus

Kazakhstan

CSOs equipped with devices that ease access of the disabled people, units

5,119

59

8

45

80

54

CSOs adapted for disabled people in relation to total CSOs, %

28.5

21.3

1.2

21.4

50.3

51.4

Sberbank is also committed to adapt self-service machines for disabled people. We install ATMs at a lower level that would be more comfortable for wheelchair clients. This work has just started: now we have only 8% of ATMs and 3% of payment terminals adapted for DP in Russia. The bank plans to continue expanding the network of DP-adapted terminals.

In 2013, Sberbank’s regional banks and subsidiary banks also took steps to improve access to financial services for disabled people, namely:

  • regional banks continue opening specialised CSOs adapted for disabled people;

  • nearly all regional banks now use the facsimile technology to provide services to visually-impaired people;

  • BPS-Sberbank now has 50% of CSOs equipped with wheelchair ramps, and will continue to install them within the Branch Reformatting programme; in addition, all ATMs are equipped with special buttons for visually-impaired clients;

  • at Sberbank Ukraine, 26% of customer service outlets opened in 2013 were equipped with wheelchair ramps; all ATMs at all offices of the subsidiary bank are equipped with Braille alphabet.

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