EVALUATION OF BUSINESS CONTINUITY PLAN IMPLEMENTATION IN BANKING SERVICES THROUGH BRANCH AT BANK PENTA DURING COVID-19

• Main Author: Dea Ramadhani, Valentina
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/63610
• Institution: Institut Teknologi Bandung

Bank Penta needs to temporarily close some branch due to incident of Covid-19. Branch is still the main channel for customer to do banking transaction, therefore the branch closing interrupt branch operational and service to customer. Despite the existing Business Continuity Plan (BCP) for branch is being implemented during incident, Bank Penta have limited ability in fulfilling its customer needs for banking transaction. The alternate BCP location is not existed or not prepared with proper infrastructure and knowledge to support branch operational continuity. As result, the process time in alternate branch is longer or worse, it could not be processed. This qualitative research is conducted to evaluate and improve BCP implementation for Branch in Bank Penta. The primary data collection is conducted through interview with key informant which directly involve in BCP implementation from both the Governance Function and Incident Management Team (IMT) function. Other than that, the information is also gathered from field observation, internal policy and socialization document. In order to secure the company data, company name, working unit name and other elements will be masked. The secondary data was collected from online websites, reports, journals and books. During BCP Implementation, Bank Penta branch team face a lot of operational hassle. Branch unable to perform customer transaction. The alternate branch is unavailable and unprepared. There is shortage in staff due to Covid-19. Issue with user registration and communication to vendor. There is no record for customer complaints on BCP Implementation issue, however it does leads to potential complaints from customer. Based on Fishbone Diagram, the root causes of this issue are: low competency due to lack of experience and trainings, lack of resources preparation, lack of awareness and uncleared distribution of role and responsibilities between related parties. PDCA Framework is used to improve business continuity in branch and ensure the current issue could be solved. It consists of 4 stages which each have several action plans as the proposed solution to improve Branch BCP. First stage is Plan which includes creating new BCP process and supporting tools, resource preparation planning and awareness booster for branch. Second stage is Do which includes BIA & BCP Document updates, piloting and socialization. Third stage is Act which includes QA Audit, Incident Reports monitoring and BCP Testing. The last stage is Act which emphasis on regular updates and review on BCP to ensure continuous improvement for BCP in branch.