Recently, the China Banking Association released the list of “Top 100 Demonstration Units of Chinese Banking Industry for Civilized and Standardized Services” for 2022. 20 outlets of ICBC were awarded the title of “Top 100 Demonstration Outlets” in China, ranking first in the banking industry. So far a total of 113 outlets of ICBC have won such title.

In recent years, ICBC took solid steps to advance the development of a “bank satisfactory to the people”. It further improved outlet layout, efficiency and experience and updated models. In terms of outlet layout, ICBC has deepened the construction of a new urban-rural access system, improved the financial service capabilities in counties and rural areas, and increased the coverage rate of outlets at county level to 86.3%. In terms of aging services, ICBC focused on the building of thousands of core elderly service outlets, upgraded machinery and equipment suitable for the elderly, and enhanced the supply of favorable services for the elderly. In terms of digital empowerment, ICBC actively participated in the building of the national digital government system, and promoted the bank-government interconnection services such as electronic social security, tax and fee payment, smart medical insurance, credit report, and e-CNY at the smart ATMs of outlets. The Bank created the “government service halls” by the side of customers, and added 1,603 one-stop government service outlets in 2022. In terms of public welfare services, relying on more than 15,000 “ICBC Sharing Station”, ICBC provides convenient services for the public, such as “resting, drinking, charging, and surfing”. It has carried out nearly 120,000 “care” themed activities.

In 2008, the China Banking Association launched the campaign of demonstration outlets for civilized and standardized services in China’s banking industry. The selection of outlets is based on nine indicators: outlet environment, outlet facilities, service functions, employee management, job standards, service policies, service culture, business performance, and social responsibility. The final outlets awarded are determined through two stages: local initial review and final review by the China Banking Association.