DBS rolls out branch transformation to boost convenience and accessibility

By Edil Corneille

DBS Bank apprised that it is scaling up the transformation of its branches across Singapore as customers seek quicker, socially-distanced, and more personalised branch banking services, and shift their banking to digital platforms amid COVID-19.

The bank will boost self-service options, while still providing face-to-face assistance. Customers can more widely perform complex transactions such as replacing their ATM or debit cards outside traditional banking hours. DBS will enhance personalised financial planning advisory at the branches.

The transformation began with the DBS Takashimaya branch, which opened last month, and will continue to be rolled out across at least one-third of the bank’s branch network over the next 12 to 18 months.

Shee Tse Koon, DBS Singapore Country Head said, “Six years after we launched our digitalisation strategy, we’re seeing an unprecedented boom in digital banking adoption with customers shifting en masse to digital platforms amid Covid-19. The pandemic has irrevocably changed the way most of us bank and has undeniably been a catalyst for us to transform further in order to cater to these rapidly shifting needs. Our aim is to provide banking solutions that ensure customers’ lives and their access to both digital and physical banking services remain undisrupted. Our new branches will therefore complement our digital banking services to provide what we call a ‘phygital’ banking experience that retains our ‘human touch’ in the form of face-to-face assistance and consultations.”