Distribution network and access channels

IKO mobile banking

PKO Bank Polski SA offers advanced technological solutions to its Customers, providing them with complete, simple, functional and at the same time safe access to banking services using telephones.

IKO is a mobile application available on three platforms: Android, iOS and Windows Phone. It combines the functions of mobile banking with the ability to make mobile payments (proximity payments and payments with the BLIK code).

Annual report

As at the end of 2018, the total number of IKO active applications reached more than 3.1 million. New features are constantly being added to the application. The changes transformed IKO from an application used for mobile payments or withdrawals into an application which is a “bank in the phone”. The share of the segment’s Customers using mobile banking is also growing. At the end of 2018, nearly 2.8 million of the Bank’s Customers logged into the Bank from a mobile device at least once a month,1 i.e. nearly 23% more than a year before.

The youngest Customers of PKO Bank Polski SA, under 13 years of age, can use the PKO Junior mobile application to access their accounts. The application is the mobile equivalent of the PKO Junior service. It is additionally enhanced with functions supporting financial education and the development of an entrepreneurial spirit in children.

Apart from the mobile banking and payment functions IKO is also becoming a material sales channel, such as cash advances.

Logging using the IKO mobile app, mobile version of the iPKO service or the full version of the iPKO service

3.1 million
number of transactions during the year

In 2018 the IKO application was expanded, among other things, by:

  • push messages informing of events;
  • a foreign exchange office;
  • a multi-currency card;
  • new languages: Ukrainian and Russian;
  • saving and restoring settings from other IKO applications of the Customer;
  • invoice scanning (image processing engine provided by the NuDelta start-up);
  • ability to make contactless payments based on the Android/Google Pay/Apple Pay;
  • ability to pay with the BLIK code over the Internet and in shops, and charge the payments to credit cards;
  • applying for a savings account.

BLIK, the Polish standard of mobile payments developed based on IKO mobile payments (developed together with partner banks and Krajowa Izba Rozliczeniowa (Polish Clearing House)), is a universal form of making payments and cash withdrawals from ATMs without using cash or a payment card. As at the end of 2018, the number of BLIK transactions performed by Customers of PKO Bank Polski SA was nearly 27 million, and increased more than 2.5 times compared with 2017.

In December 2018, a strategic cooperation contract between MasterCard and Polski Standard Płatności (PSP) was concluded. Mastercard and PSP will allow BLIK users to use the proximity technology globally in all points-of-sale that accept Mastercard proximity payments. Additionally BLIK users will be able to make payments using the Secure Remote Commerce (SRC) standard recently published by EMVCo – as soon as the solution becomes available on the market. This will enable users to pay using BLIK for online purchases in foreign e-stores.

PKO Bank Polski SA enables its Customers to authorize a transaction by entering the BLIK code generated in the IKO application under the Płacę z iPKO (I Pay with iPKO) payment method. Thanks to this service, payments for purchases can be made using the IKO application in most online shops in Poland, supported by Dotpay, eCard, PayU, Przelewy24, Tpay.com, First Data, CashBill, and Blue Media. I Pay with iPKO is also available in Allegro, the largest Polish e‑commerce auction service.

Electronic banking

The Bank’s Customers can use a package of electronic banking services as part of the iPKO service, and enterprises can avail themselves of iPKO Biznes electronic banking services.

These services provide Customers with access to information on their accounts and products, and enable them to effect transactions through the Internet, self-service terminals and by phone.

The Bank constantly promotes remote use of Internet bank accounts, self-management of accounts and banking products in the transaction service, which allows Customers to access its products faster and more easily, and to reduce the costs of using banking services.


Number of retail segment Customers with access to iPKO (in millions)*

*number of agreements concluded for electronic banking services


In 2018, the Bank introduced, among other things, the following new products and services:

  • the split payment mechanism both via iPKO and iPKO Biznes;
  • application for registration of a sole proprietorship with CEIDG via iPKO and the opening of a sole proprietorship business account for the new business;
  • application for the 300+ benefit under the Good Start programme;
  • a multi-currency feature for all debit cards;
  • the “Firm assistant in iPKO” application (first stage), which gives access to key information on a firm’s finances maintained with PKO Bank Polski;
  • e-Sklep w iPKO (e-store in iPKO) – allows establishing an internet store and monitoring the balance of orders from the electronic banking level, using the provided e-commerce platform;
  • a full version of the iPKO Biznes service in foreign branches;
  • changes related, among other things, to amendments to the Act on payment services, adapting them to the requirements of GDPR and MiFID II.
Number of Customers with access to iPKO Biznes

The iPKO Biznes IT service dedicated to business Customers, as well as the iPKO Biznes mobile application enable account, payment cards and loans monitoring and managing, as well as placing orders for all types of transfers. iPKO Biznes enables online access to necessary information and the firm’s financial services in respect of its accounts and transactions, as well as up-to-date market analyses, schedules of currency exchange rates. The application also enables personalizing abbreviations or using an embedded mobile token.

Contact Center of PKO Bank Polski SA

The Contact Centre (CC) of PKO Bank Polski SA plays an important role in serving retail Customers. Its purpose is to sell the Bank’s products during incoming and outgoing calls and to provide efficient and effective Customer service, by means of remote communication.

PKO Bank Polski SA’s hotline employs several hundred consultants who remain at the Customers’ service 24 hours a day, seven days a week. The consultants not only handle telephone calls but also answer Customers’ questions and requests electronically – e-mails and website requests. Customers may also send messages in the iPKO or Inteligo transaction service and through a special Facebook tab.

Branch and agency network

PKO Bank Polski SA, with an eye to providing convenient access to its products and services, provides its Customers with a wide network of retail branches and agencies, private banking offices, corporate branches, as well as branches located abroad.

As at the end of 2018 the retail branch network of PKO Bank Polski SA consisted of 1 083 branches clustered in eleven regional divisions, eight retail banking offices and 11 corporate banking offices. Compared with the end of 2017, the total number of retail branches decreased by 40.

The optimization of the branch network is carried out on a continuous basis, and the decision on the branch’s operation in a particular micro-market is made by reference to economic criteria, taking into account the growth potential of that micro-market. The Bank is constantly improving Customer service conditions in the branch network as part of the projects carried out by the Bank and as a result of the New Branch Format in place, aimed at creating Customer- and employee-friendly service conditions, and state-of-the-art banking outlets. The new standard was supported by the availability of new technologies – a WIFI zone, self-service service tills, possibility of charging mobile phones, LCD monitors, tablets, authorization of the Customers’ selected orders at the desk via a text message, which decidedly support the service process in the area of educating Customers and changing their habits. In 2018 a New Branch Format was introduced to 17 branches where modernization or transfer projects were effected. The completion of 40 further projects is planned in 2019.

1 155
branches clustered in eleven regional divisions

The sales network of the corporate segment comprises 32 Regional Corporate Centres clustered in seven Regional Corporate Branches and branches in the Federal Republic of Germany and the Czech Republic.

Operating data of the retail and corporate segment

2018 2017 2016 2015 2014 Change from: 2017
Number of branches in the retail segment 1 113 1 153 1 198 1 238 1 280 -40
regional retail branches 11 11 11 11 11 0
retail branches 1 083 1 132 1 179 1 219 1 261 -49
private banking branches 8 8 8 8 8 0
corporate banking branches 11 2 0 0 0 9
Number of branches in the corporate and investment segment: 42 41 40 40 39 1
regional corporate branches 7 7 7 7 7 0
regional corporate centres 33 32 32 32 32 1
foreign branches 2 2 1 1 0
Number of ATMs 3 133 3 190 3 206 3 196 3 065 -57
Number of agencies 577 745 837 881 1 001 -168

The branch and ATM network is complemented by the agency network. As at the end of 2018, PKO Bank Polski SA collaborated with 577 agencies. Compared with the beginning of the year, the number of the agencies dropped by 168. The decrease in the number of agencies is a continuation of the efforts to increase the sales network’s effectiveness, i.e., for instance, to implement a new agency agreement with a new remuneration model.

The drop in the number of agencies and retail branches is also the result of digital transformation which is one of the key elements of the consistently pursued development strategy of PKO Bank Polski SA. Digital transformation supports the transfer of Customers to remote service channels and at the same time complies with the stipulations of the Government project “From Paper to Digital Poland”.

cooperating agencies

Private Banking Center

PKO Bank Polski SA is constantly developing its Private Banking and enables Customers to access a wide range of financial and products instruments.

The Private Banking Offices serve Customers from Poland’s nine largest cities: Warsaw, Gdańsk, Kraków, Katowice, Poznań, Wrocław, Łódź, Szczecin and Bydgoszcz.

As at the end of 2018, the Private Banking Center managed a portfolio of assets with a value of PLN 25 billion (as at the end of 2017, the value of the portfolio amounted to PLN 22.3 billion).

25 billion
portfolio of assets PBC

Corporate Banking Center

Centrum Bankowości Przedsiębiorstw PKO Banku Polskiego SA to optymalne środowisko stworzone do rozwoju przedsiębiorstw o przychodach od 5 mln PLN do 30 mln PLN oraz podobnych potrzebach produktowych i serwisowych.

Wyodrębnienie Centrum Bankowości Przedsiębiorstw pozwala budować wizerunek PKO Banku Polskiego SA jako solidnego partnera w biznesie dla polskich firm, dzięki:

  • dedykowanemu zespołowi obsługi,
  • utworzeniu wyspecjalizowanej grupy doradców mobilnych, którzy współpracują bezpośrednio z analitykiem kredytowym,
  • wprowadzeniu usprawnień w procesie kredytowym, zwiększeniu poziomu kompetencji kredytowych doradców, lepszemu dopasowaniu oferty produktowej i cenowej, dostosowanej do potrzeb Klienta oraz skróceniu czasu oczekiwania na decyzję kredytową,
  • ograniczeniu dokumentacji papierowej w relacji z Bankiem, posługiwaniu się zdalnymi metodami komunikacji bezpośredniej z Klientami, jak również automatyzacji procesów z wykorzystaniem iPKO.

Self-service points

In 2017, the first self-service points were made available by PKO Bank Polski SA. Self-service points can be used by all individual and firm Customers holding cards associated with their bank accounts. The points are equipped with touchscreens.

Customers may avail themselves of the function of cash deposits into their own account, cash withdrawals, transfers between their own accounts, transfers to any account, setting up a deposit account, checking or printing out the account balance and other transactions currently available in ATMs. The list of available transactions will be gradually extended.

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