Company: HALKBANK
Nomination Submitted by: Business Awards Consulting
Company Description: Halkbank has become one of the steadily growing, well-established, pioneering and respected brands of emerging Turkey, which established in 1938 to support tradesmen, SMEs and to accelerate permanent economic development. Pioneering the development of the Turkish banking sector for 83 years, Halkbank continues its mission of supporting the real sector
Nomination Category: Achievement Categories
Nomination Sub Category: Achievement in Science or Technology
 Nomination Title: Halkbank Robotic Process Automation
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2021, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 189 words used.
Founded in 1938 with the mission of supporting the entire society, especially tradesmen and SMEs, Halkbank stands out as one of the country's well-established and reputable brands that has grown steadily by pioneering the development of both the banking sector and the national economy in its 85-year history.
Since the first day of its operations, Halkbank has made it one of its strategic goals to continuously improve service quality and customer experience, and continues its digitalization journey with a global and innovative vision.
In 2020, Halkbank established the Digital Transformation Office in order to manage its efforts in this direction from a single source, and with the support of all business units, Halkbank started to approach the internal digitalization journey as a cultural change process.
In 2021 and 2022, Halkbank included "digitalization" among the critical focus areas of the bank and carried out significant efforts to reduce the operational workload by digitalizing business processes.
Continuing to implement a world-class transformation program, Halkbank focuses on increasing the number of products and services accessible through its digital channels and optimizing its processes with digitalization solutions including artificial intelligence and robotic automation.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 235 words used.
Continuing to integrate the technologies of the future into its processes, Halkbank continues to focus on operational efficiency and excellence through robot-based automation efforts. With the use of RPA (Robotic Process Automation), repetitive processes that do not require human judgment are digitized and automated, thus gaining efficiency and speed. Halkbank analyzed 159 business processes that are repeated by business units and branches on a daily basis from a digitalization perspective and identified those that would be suitable for transfer to robots.
Digitalization efforts have been prioritized for processes with
-Those that do not require human judgment and decision-making
-Repetitive structure with the same steps
-Labor-intensive
-Repeated at high volume
-high impact in case of errors
Process automation with robots has many unquantifiable contributions:
-Repetitive tasks that do not require human judgment and do not develop employees are completed by robots, allowing employees to focus on higher quality work. This has had positive effects on both work efficiency and employee satisfaction.
-In the transactions carried out by robots, efficiency was also achieved in transaction times, and many transactions started to be carried out faster and more standardized. This makes it easier for customers to reach a solution and increases customer satisfaction.
-Thanks to the standardization of processes and the absence of human errors in transactions performed by robots, transaction quality has also increased, which has had a positive impact on Halkbank's brand value and customer loyalty.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
Highlights of digitalized processes with RPA:
Customer Research Report Data Preparation: Courts used to request information on customers' checking accounts, individual credit card statements and similar information; customer reports containing this information were prepared by 62 personnel in a long and laborious manner. In 2022, this process, which was completely digitalized, started to be carried out by 3 robots without any errors. In 1 year, a total of 21,786 transactions were performed by robots, saving 19 people/day. Due to its high effort, this process stands out as the process where the use of RPA provided the most benefit to Halkbank.
Address Updates: For cards that could not be delivered to customers, customer contact center backoffice teams used to call customers and update their addresses. This process, which was carried out by 3 personnel, was transferred to robots and the processing time was reduced from 5 minutes to 50 seconds. The robot performed 39,070 address updates in 2022.
Customer Communication Channel (Dialog) Password Unblocking: For security reasons, Halkbank's customer communication channel Dialog blocks user passwords after a certain number of incorrect password entries. Customers applying to Halkbank to unblock their passwords created a high volume of transactions both at the call center and branches. Password unblocking process was completely digitized and transformed into an RPA process carried out by 2 robots. In 2022, robots removed an average of 52,188 blocks, reducing the transaction time from 3 minutes to 35 seconds and saving the manual workload of 2 personnel.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 229 words used.
Halkbank continues to focus on operational efficiency and excellence through robot-based automation efforts. RPA processes bring many gains to Halkbank, its stakeholders and customers.
- In 2022, 159 different processes were included in the candidate process pool for robotic process automation and analyzed. 115 of these processes are being actively worked on.
- 42 processes have been digitized to be performed entirely by robots.
- Robots perform an average of 5 thousand transactions per day.
- In 2022, 32 robots, which are considered as Halkbank's gray-collar personnel, performed 677,000 transactions, resulting in 49,000 hours of personnel effort provided by robots.
- By transferring frequently repetitive and high-effort processes to robots, a gain of 30 people/day was achieved in 2022. Thus, a total of 10950 person/day labor gain was achieved in 2022 from the processes transferred to robots.
With its vision of digitalization, Halkbank is adding new processes automated by robots every day, thereby increasing service quality and customer satisfaction.
Apx1- Samples of RPA Announcements
Apx2- Halkbank Summarized Integrated Annual Report 2022- Digitalization
Halkbank's Annual Integrated Report summarizes the sections describing all of the bank's digital transformation activities and RPA efforts.
Apx3- Halkbank Summarized Integrated Annual Report 2021- Digitalization
Since the foundations of Halkbank's digitalization steps were laid in 2021, a summary of digital transformation activities in 2021 is also presented separately.
Apx4-Video-Halkbank’s History Film
https://youtu.be/3HUsrDy3NK8
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