OREANDA-NEWS. March 03, 2011. ICBC announced "Process Restructuring, Improved Service Year" at the ICBC working conference opened in Beijing. The move is a response to the ICBC reform this year to accelerate transformation of development mode, achieve optimal business structure, and streamline system and mechanisms. The objective is to increase core competence and maintain sustainable development through process restructuring, improved innovation and service capability, reported the press-centre of ICBC.

First of all, in an effort to improve the services for the development of entity economy, this year ICBC will move further the innovation on loan service model. Several models, such as "credit + leasing", "indirect financing + direct financing", "investment bank + commercial bank", will be running in parallel to better meet the needs of the customers for diversified financial services. In accordance with the national policy and ICBC development strategy, focus will be shifted to open new channels, tap into fresh markets, lend to companies of higher efficiency, lesser risks, better liquidity, more market potential and low capital consumptions. New models help drive the healthy and continual growth of loan business and support stable and faster economic development.

Meanwhile, in this year, ICBC will start from business process restructuring and service channel integration in order to address the issues that cause impact and constraint to the service improvement. ICBC is taking the result of the reform on remote authorization and supervisory scheme to launch the centralized business processing. Under the new model, application processing in the front office is separated from the centralized processing in the back office. ICBC is also taking steps to move conventional businesses onto online platform so that front office can serve the customers in an accurate and simple fashion, and increase the customer experience.

Based on this, ICBC already starts the improvement program on service channels. One aspect is to speed up outlet deployment, install more ATMs and self-service devices. The self-service network extends and complements the services at the outlets, offering greater convenience for customers. During the process, differential and sophisticated management will be implemented depending on the types of outlets. Clear positioning, reasonable function areas, highly efficient services are measures taken to improve the overall service level of the outlets. Another aspect is to move faster in the enhancement of electronic banking services.

At present, ICBC electronic banking transactions reach nearly 60% of the total. This year, ICBC will concentrate on the interaction between centralized telephone banking, non-real-time remote SMS platform and customer manager services. SMS services will be expanded in order to increase the volume by substantial margin and build a 24-hour non-stop electronic service platform with strong functions to respond all the customer requests very efficiently. This underscores ICBC's electronic banking service advantages and channels more transactions to go online.

To achieve the goal of "Process Restructuring, Improved Service Year", ICBC is spending more innovation effort on information technology to support the process restructuring and service improvement. This year, ICBC will concentrate on the R&D and applications for seven platforms including restructuring and optimization of business processes, customer service integration and enhancement. ICBC aims to use high-quality products and services to win customers and promotes through the launch of many new products customized to customer needs, of good benefits and very competitive.