Jakarta, 1 February 2023 – PT Bank Central Asia Tbk (BCA) has made a strong start to the year 2023 as the company has been awarded three global certificates, namely ISO 20000:1-2018 for the service management system of data center and IT operation management; Threat, Vulnerability, and Risk Assessment (TVRA) for data center; and Certified World Class Help Desk from Global Contact Center World Awards 2022 (GCCWA).
The ISO 20000-1:2018 certificate was handed over by the Audit & Certification Director of PT BSI Group Indonesia Joko Prayitno to the SVP IT System Operation of BCA Agus Wibawa. The TVRA certificate was delivered by the Managing Director of AIP Risk Consulting Pte. Ltd. Isaach Choong to BCA’s EVP of Infrastructure & IT Operation Indra Tjahaja. The Certified World Class Help Desk category was handed over by the Director 168 Solution and Exclusive Partner of ContactCenterWorld.com Grace Heny to the Senior EVP IT of BCA David Formula. The delivery of these three certificates was carried out at Menara BCA, on Wednesday (1/2). The attainment of these certificates reflects the customer's faith in the organization for its excellent service operations and as a bank that is always available (always on).
"This is a momentous occasion for BCA as we are awarded not one, but three international recognitions in the fields of banking, data center management, IT operations, and help desk at the beginning of 2023. It demonstrates our dedication to continually enhancing the information technology system in order to deliver top notch services to our customers and subsidiaries, as their needs continue to evolve and become more intricate. We are grateful for the tireless efforts of our talented team members who have helped us achieve this remarkable accomplishment." said the Senior EVP IT BCA, David Formula.
BCA's IT Service Meets The International Certification Standards of ISO 20000-1:2018
BCA understands the importance of boosting efficiency and accountability in its IT System Operations process by adhering to the international standard ISO 20000:1-2018, to provide better services for customers.
The ISO 20000-1:2018 certification itself sets standards for service management systems that support companies in managing their service systems according to the international standards. In the process of achieving this certification, BCA collaborated with PT BSI Group Indonesia as the auditor to assess the performance of service management processes in BCA’s IT operational services.
The audit process has been carried out since July 2022 through several stages, including from document assessment to direct observation. After going through various processes, it was confirmed that BCA's service management system, service documentation, and data center have successfully earned the ISO 20000-1:2018 standard.
BCA Data Center Is One Of The First Data Centers in Indonesian Banking Sector To Undergo the TVRA
As one of the largest banking companies in Indonesia, BCA recognizes that digital services have become a new standard for banking operations. Therefore, the company needs to ensure the security and reliability of its data center as a vital component to deliver safe and reliable network and internet banking services to customers.
BCA's Data Center underwent comprehensive Threat, Vulnerability and Risk Assessment (TVRA) at the beginning of 2023. This internationally recognized assessment evaluated both physical and data security measures, providing a thorough analysis of the Data Center's security posture. TVRA assessment is a standard for identifying risks and threats to critical assets such as IT infrastructure in accordance with guidelines set by the Monetary Authority of Singapore (MAS),
During the assessment process, BCA engaged AIP Risk Consulting Pte. Ltd. Singapore to conduct security assessments in two of BCA's data centers, with the analysis and observation process taking place from August to December 2022. The results found that BCA had designed and implemented adequate security systems in their data centers and buildings, such as CCTV systems, Access Control systems, Fire systems, Power systems, and so on. Thus, the mitigation report and completion certificate indicated that BCA has implemented TVRA and at the same time marking BCA as one of the first banks to meet this standard.
"BCA has successfully established a robust and trustworthy security system in its data centers and buildings. Its data center has been documented as one of the few data centers owned by banks in Indonesia that has undergone TVRA," said Isaach Choong from AIP Risk Consulting Pte. Ltd.
The Global Award for BCA Contact Center Help Desk Service
BCA’s dedication to provide the best service for its customers not only matured upstream with the ISO 20000:1-2018 and TVRA certifications, but also downstream, namely with the success of the BCA Help Desk from Global Contact Center World Awards 2022 (GCCWA).
BCA Help Desk was named the World Class Help Desk owing to their accomplishments and consistency in earning the gold medal for three years in a row. GCCWA itself is a competition that brings together contact center practitioners from all around the world, including a help desk competition as one of the categories.
The aforementioned medals and certifications illustrate BCA's commitment to being the finest in customer service at the utmost international level. Nevertheless, BCA is determined to continue improving its service quality to meet customers expectation.
"BCA is grateful for the honors and certificates bestowed upon us. Of course, our dedication does not end here because this moment actually spurs us to keep developing our financial services that are beneficial to the company's ecosystem and customers," David concluded.
Strengthen the IT System to Improve Services - BCA IT Senior EVP David Formula (center), with BCA IT System Operation SVP Agus Wibawa (left), BCA Infrastructure & IT Operation Group EVP Indra Tjahaja (second left), BCA Application Management EVP Thomas Lahey (third left), EVP Center of Digital BCA Wani Sabu (fourth left), Audit & Certification Director of PT BSI Group Indonesia Joko Prayitno (right), Managing Director of AIP Risk Consulting Pte. Ltd Isaach Choong (second right), and Director 168Solution and Exclusive Partner ContactCenterWorld Grace Henny (fourth right) in the handover of ISO 20000:1-2018 Certificates in service management system standards; Threat, Vulnerability, and Risk Assessment (TVRA) certificates; and the Certified Global Contact Center World Awards 2022 (GCCWA) in the Help Desk category for BCA. This achievement reflects the customers trust in the company’s excellency in service operations and as a bank that is always available to satisfy its customers’ needs.
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Tentang PT Bank Central Asia Tbk (per 31 Desember 2022)
BCA merupakan salah satu bank terkemuka di Indonesia yang fokus pada bisnis perbankan transaksi serta menyediakan fasilitas kredit dan solusi keuangan bagi segmen korporasi, komersial, UKM, dan konsumer. Pada akhir Desember 2022, BCA melayani hampir 35 juta rekening nasabah dan memproses sekitar 66 juta transaksi setiap harinya, didukung oleh 1.247 kantor cabang, 18.268 ATM, serta layanan internet & mobile banking dan contact center Halo BCA yang dapat diakses 24 jam. Kehadiran BCA didukung oleh sejumlah entitas anak yang berfokus pada pembiayaan kendaraan, perbankan Syariah, sekuritas, asuransi umum dan jiwa, perbankan digital, pengiriman uang, dan pemodal ventura. BCA berkomitmen untuk membangun relasi jangka panjang dengan nasabah, mengutamakan kepentingan bersama, dan menciptakan dampak positif pada masyarakat luas. Dengan sekitar 25.000 karyawan, visi BCA adalah untuk menjadi bank pilihan utama andalan masyarakat yang berperan sebagai pilar penting perekonomian Indonesia.
PT BANK CENTRAL ASIA TBK
Group Corporate Communication and Social Responsibility - CSR
Corporate Communication
Alamat : Jl. MH Thamrin No. 1
Menara BCA Lt. 22
Jakarta Pusat 10310
Telepon : (021) 2358-8000
Fax : (021) 2358-8339
E-mail : corcom_bca@bca.co.id
