Enhancing Customer Convenience and Digital Services

「Rebuilding the securities portfolio, transitioning to a regionally coordinated branch operating structure, and improving productivity through the introduction of generative AI and other measures」

「The number of app users has increased by 95,000 since the start of the current medium-term management plan, exceeding 230,000. We also established “Sora Branch,” a digital-only branch where customers do not need a personal seal or passbook and can complete procedures such as opening an account online, and worked to acquire new customers through non-face-to-face channels.」

「To strengthen points of contact with customers, the Bank has added to the “Iwagin App” functions for reselecting the fixed interest rate on housing loans and applying for card reissuance, as well as a “Family Monitoring Service” that enables family members to check account deposits, withdrawals and balances, thereby improving convenience.」

「The Bank will further advance its app, which serves as a point of contact with customers, and seek to enhance the value of its apps and services by providing information in anticipation of customer behaviour, based on the extensive information it holds on customers, through recommendation services and direct marketing. As a future initiative, it aims to introduce a “super app,” an integrated app that can be used in all aspects of daily life, including social media, payments, money transfers, medical services and local-government services.」

「During the fiscal year, the introduction of an online application service for investment trust accounts eliminated the need to visit a branch for investment trusts, from account opening and application through cash redemption.」

「Recognising that promoting digital transformation is an important issue not only for the Bank but also for the region, the Bank has positioned the digital field as an area for priority investment of management resources and intensified its efforts. To further accelerate these efforts, it established the dedicated “DX Lab” department in February 2021.」

「For individual customers, the Bank offers the “OkuLOT!” person-to-person money transfer service through the “Iwagin App” for smartphones. In fiscal 2019, it increased the daily and per-transaction transfer limit to ¥100,000. To support cashless payments, whose use is expected to expand, the Bank also began offering the branded debit card “Iwagin Debit Card SakuSaku (サクサク)!”—the first such card offered by a financial institution in Iwate Prefecture.」

「The Bank worked to improve customer convenience by adding payment functionality to the “Iwagin App” for smartphones to support cashless payments, and introducing an “In-Branch Instant-Issue Service” that enables IC cash cards to be issued at branches.」

「The Bank began offering the “Iwagin Account Opening App,” which enables customers to apply to open an ordinary deposit account using a smartphone, and the “Iwagin App,” which makes it easy to check passbook balances and deposit and withdrawal information. In addition, as part of its fintech initiatives, the Bank began demonstration testing of financial services using new technologies.」

「The Bank comprehensively renewed its internet banking service and improved ease of use and convenience, including by enabling instant transfers between the Bank’s branches 24 hours a day, 365 days a year, while strengthening security to prevent unauthorised use. It also launched an “Internet Investment Trust Trading Service,” enabling customers to purchase and sell investment trusts and conduct other transactions from home using a computer or smartphone.」