Progress on strategy

The financial goals set out for 2022 in the Strategy remain under strong pressure from the pandemic and changes in the economic and regulatory environment. These challenges include a drop in interest rates, a limited demand for loans and an increase in the legal risk of foreign currency mortgage loans. Despite functioning in a more difficult economic environment, PKO Bank Polski maintained strict cost discipline and operating effectiveness, and a strong capital position in 2020.
PKO Annual
Report Online

Speed and scope of technological implementations by the bank reflect its efficiency:

  • Remote Advisor – implementing remote support in the sales of banking products thanks to the reverse virtualization processes and assisted sales.
  • A “selfie” account – implementing a fully remote checking account process in the IKO mobile application using remote verification using a “selfie”.
  • New stage of iPKO – a single transaction service irrespective of the hardware used by the customer (responsive – adapted to different monitor sizes).
  • A new cash loan process in IKO – implementing a standard cash lending process in IKO, available to all of the bank’s customers and implementing a new remote cash loan sales process to customers without a relationship with the bank.
  • A new PKO Zero Account for mobile customers (Konto za Zero dla mobilnych) – an offer of an account aimed at acquiring customers aged 25-45 who use the Bank’s services remotely.
  • A new company account for start-ups and small and medium enterprises – the possibility of opening an account online (iPKO, IKO), for those who are planning to start business operations, opening and simultaneous registration of the company in CEIDG with one application.
  • Investment account with iPKO – possibility of opening an account remotely thanks to a qualified electronic signature.
  • Aggregation of accounts within the open banking system (implemented with respect to seven banks: BNP Paribas, Millennium, Pekao, mBank, Santander, Alior and T-Mobile Usługi Bankowe).
  • Making available Autenti services and implementing mSzafir signature – to enable the remote signing of documents.
  • Cards with a multicurrency function for entrepreneurs – possibility to make foreign currency payments directly from a foreign currency account.
  • Developing the iPKO business function, including “Superwniosek zdalny” – possibility of submitting remote applications for over 25 different orders (among other things, cash management, ordering cards, opening auxiliary accounts, access to the Internet currency exchange desk).
  • Lending solutions related to the coronavirus pandemic – credit holidays for customers and an option to apply remotely for aid packages (under the State Financial Shield).
  • Launching the New Insurance Speed project – expanding the insurance offer and sales model.
  • Enabling the conclusion of life insurance contracts with respect to loans and mortgage loans online using the Autenti platform.
  • Sales of motor insurance policies in iPKO and IKO – an offer of motor insurance in the Internet service and mobile application of the bank.
  • PKO Inwestomat for Private Banking customers – enables integrating customer services in branches and through the remote channel.
  • New functions of e-Kantor (e-currency exchange desk) – purchasing currencies in the Internet currency exchange desk using the BLIK code and the possibility of exchanging currencies in bank accounts to PLN directly from accounts with other banks (using PSD2).
  • Marketplace for the automotive platform Automarket – implementing the first Internet platform for purchasing cars in Poland.
  • Using Artificial Intelligence (AI) in banking processes and tools:
    • development of the voice assistant in IKO,
    • improving efficiency in servicing and sales processes – implementing an information bot on the helpline, which helps customers during the coronavirus pandemic, and tools facilitating sales of cash loans,
    • supporting the soft debt collection process.
  • Implementing touchscreens in consecutive branches; making available new functions and educating customers to use digital channels.
  • The Road2Cloud Project:
    • strategic partnership of National Cloud Operator with Microsoft – expanding the bank’s offer by cloud solutions, among other things with respect to the network infrastructure services, databases, analytics, AI and the Internet of Things (IoT),
    • transferring the first 7 banking applications to the cloud,
    • virtualization and assurance of a flexible work environment in the branches,
    • automation of test environments for initiatives, in which the bank engages;
    • adopting the Microsoft Teams application.

The bank will follow its path of digital transformation:

Customer-centric approach

Segmented approach to the service offer and model, personalized experiences of the customer and building long-term relationships, further transforming the network into an advisory centre and digital education for the customers.


Ensuring that customers have an omnichannel access to banking products and services, increasing sales through remote channels, developing functions and innovations in IKO mobile banking, enhancing CRM and advisor tools, intensifying the use of advanced data analytics, the Road2Cloud Project and constructing a modern platform for electronic channels, including its high accessibility, scalability and security.

Autonomous Bank

Accelerating the automation and robotization of processes, increasing the number of processes performed fully digitally, “slim” outlets and an effective service model, simple and convenient offer and communication with the customers, increasing the use of AI in sales and service processes, and in the organization’s internal processes.

The bank will also continue searching for sources of recovering revenues. In particular, it will implement new innovative services and products while continuing to ensure cost discipline and operating effectiveness (C/I), a stable and safe capital base (TCR, CET1) and an optimal level of the cost of risk. The pandemic and changes in the market environment will result in a review of the financial goals defined for 2022.

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