Tangerang, 9 February 2026 – The digital evolution in the banking sector has led to a reduction in the number of bank branch offices in Indonesia. Massive digitalization indeed provides convenience for the banking industry to serve customers anywhere and anytime.
The Financial Services Authority (OJK) recorded the number of commercial bank offices at 23,538 as of June 2025, a decrease of 632 compared to the same period the previous year. What, then, is the situation at PT Bank Central Asia Tbk (BCA)?
"Amid the shift towards digital conditions, BCA still considers physical services essential for customers. A human touch is still required to provide quality service," said Setiady, BCA SVP of Operation Strategy & Development, during a podcast session at the BCA Expoversary 2026 Mini Studio on Friday (6/2).
Setiady's statement is reflected in the increasing number of BCA branch offices over the past four years. The number of BCA branch offices stood at 1,242 in 2021 and increased to 1,270 in 2025.
Setiady mentioned that trust and consumer behavior are keys to this increase in branch offices. "The Indonesian public still tends to entrust their assets to institutions that are physically visible, making the presence of branch offices essential to encourage customer trust. Additionally, people who require large-value transactions can comfortably transact directly through our frontliners at branch offices," said Setiady.
Setiady’s statement was further detailed through the presentation of data regarding the composition of frequency and transaction value at BCA. Setiady outlined that currently, approximately 99.8% of transaction frequency at BCA is processed digitally. This means, by frequency, branch offices only contribute about 0.2%. However, by value or nominal amount, transactions at branch offices still account for more than 30%.
Setiady also noted that customers who visit branch offices generally have needs related to complex transactions, such as investment advisory or loans. In these complex transactions, customers still require meetings with frontliners to receive comprehensive and personal information.
Another reason why BCA continues to expand its branch network, according to Setiady, is the factor of regional economic development, particularly in the eastern region of Indonesia. "There are still many areas in Eastern Indonesia that have not been reached by BCA. To expand the market, one of the things BCA can do is establish new branches so that the number of BCA customers, which currently stands at nearly 40 million, can be increased," said Setiady.
The addition of BCA branches is also relevant to the increase in the number of BCA ATMs throughout Indonesia. Currently, Setiady revealed, BCA has more than 20,000 ATM machines, an increase from 2021 when 18,034 machines were recorded.
BCA branch office services have also adapted to technological developments since 2018. Currently, most BCA branch offices have transformed into digital branches. Digital machines and applications can be used independently by customers, such as the eBranch application for arrival reservations and easy slip filling before visiting a branch, CS Digital machines for card replacement and BCA facility registration, eService machines for printing books and opening accounts, and STAR Teller machines for cash withdrawal and deposit transactions.
Despite continuous digital innovation in branch offices, Setiady ensured that this does not impact employee reduction. "The use of digital applications in branch offices aims to create faster and more efficient service. With this model, branch employees have more time to build relationships with customers and provide more personal service. Transforming digital branches and enhancing customer relationships will be the two main pillars in the development of BCA services at branch offices," Setiady concluded.
Picture Information 1 & 2:
BCA Reveals Future of Branch Offices – BCA SVP of Operation Strategy & Development Setiady (left - top photo) explains the reasons behind the increasing number of BCA branch offices amidst the digitalization surge during a Mini Studio session at BCA Expoversary 2026 at ICE BSD, Tangerang, on Friday (6/2). He explained that BCA continues to focus on excellent service and penetration in several Indonesian regions, specifically Eastern Indonesia.
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About PT Bank Central Asia Tbk (as of December 31, 2025)
BCA is one of Indonesia's leading banks, focusing on transaction banking and providing credit facilities and financial solutions for corporate, commercial, SME, and consumer segments. As of the end of December 2025, BCA serves 43 million customer accounts and processes more than 115 million transactions daily, supported by 1,270 branch offices, 20,163 ATMs, as well as internet & mobile banking services and the Halo BCA contact center, which is accessible 24 hours a day. BCA's presence is supported by a number of subsidiaries that focus on vehicle financing, Sharia banking, securities, general and life insurance, digital banking, and venture capital. BCA is committed to building long-term relationships with customers, prioritizing mutual interests, and creating a positive impact on society at large. With more than 27,000 employees, BCA's vision is to become the main bank of choice for the community, serving as an important pillar of the Indonesian economy.
PT BANK CENTRAL ASIA TBK
Group Corporate Communication and Social Responsibility - CCR
Corporate Communication
Address : Jl. MH Thamrin No.1, Menara BCA Lt. 22. Jakarta 10310
Phone : (021) 2358-8000
Fax : (021) 2358-8339
Email : corcom_bca@bca.co.id
