VPBank affirms its commitment to sustainable development through paperless transaction initiative

This is a clear demonstration of VPBank 's pioneering position in digital transformation, while affirming its commitment to sustainable development through breakthrough technology initiatives.

Paperless transactions - a step towards greening the financial industry

VPBank is well aware of the importance of continuous innovation and application of technology to bring better experiences to customers. The paperless transaction initiative is one such digitalization project. The highlight of this initiative is the complete elimination of the use of paper documents in counter transactions. Instead, customers will receive electronic documents via email, confirmed by digital signature immediately after the transaction is completed.

Paperless transaction initiative brings Customer Experience of the Year award - Banking industry to VPBank.

Specifically, transactions such as deposits/withdrawals/internal and interbank transfers are all carried out on a digital platform, without the need to print documents. Customers can authenticate using biometrics instead of paper documents. Customers can also make transactions via Internet Banking, VPBank NEO, and automated teller machines (ATMs, CDMs), minimizing the need to go to traditional transaction counters.

Thanks to this initiative, VPBank has shortened transaction processing time by 40%, saved about 90,000 printed sheets of paper per month, reduced internal operating time by 50% and automated reporting according to regulations. Notably, 95% of customers responded positively to the new transaction experience.

Technology underpins superior experiences

VPBank has been implementing digitization and automation of processes since 2018. To date, more than 300 automated processes, from receiving documents, approval to customer care, have been put into practice by the bank to bring a better experience to customers.

Instead of using available automation applications, VPBank self-developed an internal process automation system such as new customer onboarding, data processing, transaction authentication and digital signature, reconciliation and report generation... This helps the bank customize the solution to suit its needs and existing systems, helping new processes to be deployed more quickly, increasing the bank's competitiveness and adapting to the market.

VPBank now has more than 300 automated processes.

These automated processes have helped the bank streamline processes and reduce processing times by 10 times compared to before, saving costs equivalent to 350 full-time employees despite the average increase in transaction volume of 30% per year, thereby improving customer satisfaction and experience.

A VPBank report shows that in the first 6 months of 2025, the bank received nearly 13,500 customer feedbacks. Of which, the total number of compliments tends to increase month by month, with 95% of survey responses praising the service, 86% satisfied with the staff attitude and 46% positive feedback on transaction time. Notably, the number of negative feedbacks on service quality in 2025 has decreased significantly, with only 5% of responses needing improvement.

Commitment to sustainable development and ESG

Not only improving the experience, VPBank also shows a strong commitment to sustainable development, aiming to green the financial industry and protect the environment. The paperless transaction initiative has helped VPBank significantly reduce the use of printed paper, thereby limiting the use of natural resources and reducing emissions from the paper production and transportation process.

The solution also helps save energy and operating costs, increase processing efficiency by shortening transaction times, reducing errors and improving customer experience. It is also the foundation to support VPBank in greening finance, contributing to the implementation of ESG commitments and sustainable development.

VPBank identifies sustainable development as not only a strategic goal but also a guiding principle in all decisions and actions. From a governance perspective, VPBank has continuously built a transparent and effective governance system that complies with international standards on sustainable development and has achieved many awards, such as Top 10 large-cap enterprises with the best corporate governance in 2024, Top 20 listed companies with the highest Sustainability Index according to Hose assessment for 6 consecutive years (2019-2024).

VPBank is also the first bank in Vietnam to successfully issue an international sustainable bond worth 300 million USD, cooperate with SMBC and financial institutions to receive a loan of 350 million USD to promote green development, implement a comprehensive ESG risk management framework and increase green credit balance. As of the end of June 2025, the bank's green credit balance reached 31,700 billion VND, an increase of 44.5% compared to the end of 2024.

With efforts to integrate ESG into its development strategy, VPBank not only affirms its pioneering role in the green finance industry but also demonstrates its deep responsibility to the community and the environment, towards a sustainable, transparent and prosperous future.

Source: https://hanoimoi.vn/vpbank-khang-dinh-cam-ket-phat-trien-ben-vung-qua-sang-kien-giao-dich-khong-giay-to-720284.html