On January 16, ICBC held a service culture release conference and service improvement achievements exhibition in Beijing, and officially released the core concept of its service culture: customer-first, satisfactory service; employee-oriented, integrity and trustworthiness. This is another milestone of ICBC’s corporate culture building following the release of the integrity culture and compliance culture. It aims to speed up the Bank’s efforts towards building a bank which is preferred by customers and considered as a pride by employees by strengthening service culture. This is the first release of a bank-wide service culture in China’s banking industry.

Mr. Yi Huiman, Chairman of the Board of Directors of ICBC, said that the release of the core concept of service culture opens a milestone chapter for ICBC to boost transformation and development and create a customer satisfied bank, and it is a solemn commitment made by ICBC to the public and to the Bank’s 460,000 employees. Service is the foundation for the survival and development of the finance sector. From the iron-like spirits when it was founded originating from the People’s Bank of China, to the core values of the Group’s culture, the Bank has a core cultural pillar for every period. Regardless of the times and environment change, ICBC’s kernel spirits of “customer-centric” and “service to create value” remain unchanged. Over the past 30 years, ICBC has been committed to serving the economic and social development, adapting to macro-environmental changes, optimizing allocation of financial resources and accelerating financial innovation to play a leading role in driving sustainable economic growth and restructuring. In addition, by focusing on the growing demand for diversified financial services, ICBC has built a , comprehensive, information-based modern service system that spans across the world. The overseas institutions in 42 countries and territories provide strong support for Chinese enterprises to “go global” and the “Belt and Road” Initiative, and boosted the internationalization of RMB. ICBC’s integrated subsidiaries covering funds, financial leasing, license investment banking, insurance, securities brokerage and other areas have enhanced its integrated financial services functions. The e-ICBC financial ecosystem fully integrates online and offline resources to provide customers with more professional, intelligent, and convenient financial services.

ICBC has prioritized the development of service culture since 2016, and through in-depth preliminary survey and extensive collection of opinions, formed core concept of service culture with distinct features of ICBC, which provides the direction and foundation for the Bank to improve its services. “Customer-first” is the core of ICBC’s service culture, which indicates that ICBC will take customer first and continue to improve its organizational structure, mechanism and business process in accordance with the “customer-centric” principle, and build an integrated 7×24 online and offline service network. Customer needs will be prioritized by hearing voices of customers and understanding their expectations. The Bank will build customer-centric service teams, service capabilities and service quality to become preferred bank for customers. “Satisfactory service” indicates that ICBC will keep up with the times, innovate customer service patterns, enhance service supply ability, solve customer concerns, provide the ultimate financial service experience and build a bank of high customer experience. “Employee-oriented” indicates that ICBC always regards employees as the most valuable resource, respects, understands, trusts, cares for employees, protects employees’ rights and interests, expands employee career development channels, and enhances employee value fulfillment and customer satisfaction. The Bank aims to create a culture where managers serve staff, back desk serve front desk, and everyone works for customers. “Integrity and trustworthiness” shows that ICBC and its employees treat customers and employees honestly, stay loyal to their profession, to the customers’ entrusts, to the development of ICBC, to the expectations of the society, and build a bank most trusted by customers.

Since the second half last year, ICBC has set objectives to improve customer service and create a satisfactory bank continued to roll out “Six Programs for Service Improvement”, and solved a wide range of major customer concerns through “Service Improvement Season” and “New Satisfactory Services”. Service efficiency, customer experience and reputation have been further enhanced through these efforts. For the next step, ICBC will leverage the guiding role of service culture to convert the service culture concept into action of employees, and create advantages in network, service structure, professionals, security and service technology. Moreover, ICBC will continue to promote service ecology development, internally by restructuring service management system and implementing the service culture, and externally by building the brand, meeting customer demands, and enhancing service image.