Distribution network and access channels

In 2018 the IKO application was expanded, among other things, by:

• push messages informing of events;
• a foreign exchange office;
• a multi-currency card;
• new languages: Ukrainian and Russian;
• saving and restoring settings from other IKO applications of the Customer;

• invoice scanning (image processing engine provided by the NuDelta start-up);
• ability to make contactless payments based on the Android/Google Pay/Apple Pay;
• ability to pay with the BLIK code over the Internet and in shops, and charge the payments to credit cards;
• applying for a savings account.

BLIK, the Polish standard of mobile payments developed based on IKO mobile payments (developed together with partner banks and Krajowa Izba Rozliczeniowa (Polish Clearing House)), is a universal form of making payments and cash withdrawals from ATMs without using cash or a payment card. As at the end of 2018, the number of BLIK transactions performed by Customers of PKO Bank Polski SA was nearly 27 million, and increased more than 2.5 times compared with 2017.

In December 2018, a strategic cooperation contract between MasterCard and Polski Standard Płatności (PSP) was concluded. Mastercard and PSP will allow BLIK users to use the proximity technology globally in all points-of-sale that accept Mastercard proximity payments. Additionally BLIK users will be able to make payments using the Secure Remote Commerce (SRC) standard recently published by EMVCo – as soon as the solution becomes available on the market. This will enable users to pay using BLIK for online purchases in foreign e-stores.

PKO Bank Polski SA enables its Customers to authorize a transaction by entering the BLIK code generated in the IKO application under the Płacę z iPKO (I Pay with iPKO) payment method. Thanks to this service, payments for purchases can be made using the IKO application in most online shops in Poland, supported by Dotpay, eCard, PayU, Przelewy24, Tpay.com, First Data, CashBill, and Blue Media. I Pay with iPKO is also available in Allegro, the largest Polish e‑commerce auction service.

The Bank’s Customers can use a package of electronic banking services as part of the iPKO service, and enterprises can avail themselves of iPKO Biznes electronic banking services.

These services provide Customers with access to information on their accounts and products, and enable them to effect transactions through the Internet, self-service terminals and by phone.

The Bank constantly promotes remote use of Internet bank accounts, self-management of accounts and banking products in the transaction service, which allows Customers to access its products faster and more easily, and to reduce the costs of using banking services.

*number of agreements concluded for electronic banking services

In 2018, the Bank introduced, among other things, the following new products and services:

• the split payment mechanism both via iPKO and iPKO Biznes;
• application for registration of a sole proprietorship with CEIDG via iPKO and the opening of a sole proprietorship business account for the new business;
• application for the 300+ benefit under the Good Start programme;
• a multi-currency feature for all debit cards;
• the “Firm assistant in iPKO” application (first stage), which gives access to key information on a firm’s finances maintained with PKO Bank Polski;

• e-Sklep w iPKO (e-store in iPKO) – allows establishing an internet store and monitoring the balance of orders from the electronic banking level, using the provided e-commerce platform;
• a full version of the iPKO Biznes service in foreign branches;
• changes related, among other things, to amendments to the Act on payment services, adapting them to the requirements of GDPR and MiFID II.

The iPKO Biznes IT service dedicated to business Customers, as well as the iPKO Biznes mobile application enable account, payment cards and loans monitoring and managing, as well as placing orders for all types of transfers. iPKO Biznes enables online access to necessary information and the firm’s financial services in respect of its accounts and transactions, as well as up-to-date market analyses, schedules of currency exchange rates. The application also enables personalizing abbreviations or using an embedded mobile token.

The Contact Centre (CC) of PKO Bank Polski SA plays an important role in serving retail Customers. Its purpose is to sell the Bank’s products during incoming and outgoing calls and to provide efficient and effective Customer service, by means of remote communication.

PKO Bank Polski SA’s hotline employs several hundred consultants who remain at the Customers’ service 24 hours a day, seven days a week. The consultants not only handle telephone calls but also answer Customers’ questions and requests electronically – e-mails and website requests. Customers may also send messages in the iPKO or Inteligo transaction service and through a special Facebook tab.

The sales network of the corporate segment comprises 32 Regional Corporate Centres clustered in seven Regional Corporate Branches and branches in the Federal Republic of Germany and the Czech Republic.

Centrum Bankowości Przedsiębiorstw PKO Banku Polskiego SA to optymalne środowisko stworzone do rozwoju przedsiębiorstw o przychodach od 5 mln PLN do 30 mln PLN oraz podobnych potrzebach produktowych i serwisowych.

Wyodrębnienie Centrum Bankowości Przedsiębiorstw pozwala budować wizerunek PKO Banku Polskiego SA jako solidnego partnera w biznesie dla polskich firm, dzięki:

• dedykowanemu zespołowi obsługi,
• utworzeniu wyspecjalizowanej grupy doradców mobilnych, którzy współpracują bezpośrednio z analitykiem kredytowym,
• wprowadzeniu usprawnień w procesie kredytowym, zwiększeniu poziomu kompetencji kredytowych doradców, lepszemu dopasowaniu oferty produktowej i cenowej, dostosowanej do potrzeb Klienta oraz skróceniu czasu oczekiwania na decyzję kredytową,
• ograniczeniu dokumentacji papierowej w relacji z Bankiem, posługiwaniu się zdalnymi metodami komunikacji bezpośredniej z Klientami, jak również automatyzacji procesów z wykorzystaniem iPKO.

In 2017, the first self-service points were made available by PKO Bank Polski SA. Self-service points can be used by all individual and firm Customers holding cards associated with their bank accounts. The points are equipped with touchscreens.

Customers may avail themselves of the function of cash deposits into their own account, cash withdrawals, transfers between their own accounts, transfers to any account, setting up a deposit account, checking or printing out the account balance and other transactions currently available in ATMs. The list of available transactions will be gradually extended.