The development of digital banking is gradually changing the way financial services are integrated into rural life. For Agribank, digital transformation is not only about modernising banking operations, but also about enabling customers to conduct transactions more conveniently and in ways that better suit their daily routines and production and business requirements.

Agribank currently manages data for more than 40 million customers and provides over 140 digital features. Its information technology system processes around 60 million transactions each day, approximately 96% of which are carried out automatically on digital platforms. Behind these figures are tangible changes: household producers can transfer money to business partners directly from their place of operation, small merchants have additional ways to receive cashless payments, and people can check their accounts, pay bills or carry out a range of transactions without necessarily visiting a bank in person.

As of August 2026, Agribank Plus was serving more than 15 million customers with nearly 200 products, services and features, while nearly 1.2 million payment accounts had been opened electronically. As more services become available in the digital environment, customers gain greater flexibility in managing their time while gradually developing new habits in financial management and payments.

For older customers, first-time users of digital banking and those with limited technology skills, becoming familiar with new services requires time and appropriate support. Digital transformation therefore involves not only infrastructure, data and products, but also a process of guidance to help customers use services safely, conveniently and in ways that meet their actual needs.

One important advantage for Agribank in the digitalisation process is its ability to combine technology platforms with an extensive service network. Its network of branches and transaction offices, 68 mobile transaction points operated by specialised vehicles, together with more than 3,300 ATMs in rural areas, provides the necessary foundation for keeping banking and financial services close to people across many localities.

Given varying levels of ability to use technology across regions and customer groups, Agribank’s physical service network continues to support the wider use of digital services. For customers already familiar with electronic transactions, technology helps save time and provides greater flexibility. Meanwhile, in areas or among customer groups with limited digital skills, branches, transaction offices and bank staff continue to provide advice, guidance and support when needed. This combination enables Agribank to expand its service model in a more flexible way, suited to the conditions and needs of different customer groups.

Mobile transaction points operated by specialised vehicles provide a clear example of this combination. In addition to bringing banking services to areas far from major centres, each stop can also serve as a place where people receive guidance on using accounts, making payments and accessing digital services. In this way, Agribank’s existing network continues not only to meet people’s direct financial needs, but also to support their gradual transition towards more modern transaction methods.

Kylie Nguyen