BPR Bank Rwanda Plc explains reasons for service interruption

On 4 February 2023 at 03:30

BPR Bank Rwanda Plc has explained that service interruption experienced by clients is resulting from system upgrade following the merger between of former Banque Populaire du Rwanda (BPR) and KCB Bank Rwanda, into one organisation.

After the merger, the lender revealed, BPR Bank Rwanda Plc, the bank went through a transition from the previous core banking systems Temenos 24 Release 12 (Former BPR) and Temenos 24 Release 14 (Former KCB Rwanda) to a unified and upgraded system Temenos 24 Release 21, which is an amalgamation of all customer data in its totality.

The lender has through a released statement explained that the goal of integration and upgrade of the system is to enhance delivery of services to its customers through provision of best-in-class financial technology which is ultimately purposed to create a consistent seamless experience.

"The process of integrating and upgrading our core banking system was completed and rolled-out across BPR Bank Rwanda Plc on 23rd January 2023. While the latest platform is live, we have experienced intermittent access to over-the-counter services and alternative channels. These interruptions are periodic, and are being addressed in real time, complemented by a 24-hour Call Center to provide additional support. All inquiries are being attended to and will be resolved in due time," reads part of the statement.

BPR Bank Rwanda has also reassured all customers and stakeholders that a detailed assessment of service delivery technology is ongoing to ensure post deployment of the new system is adequate to meet all customer requirements.

"We are grateful for the feedback we have received that is enabling us to make continuous improvements. With the core banking system upgrade, customers will experience more functionalities, flexibility, and improved service uptime. Delivery of convenience to our customers is central to our operations and we remain committed to improving service delivery," adds the statement.

For further clarifications, customers are encouraged to reach out to the bank’s call center on 1500 or 5222 and 0788140000 or 0788187200. They can also email the lender on [email protected] or [email protected] for more information and support.

BPR Bank Rwanda Plc has embarked on a digital transformation journey in a bid to reinforce its pledge to provide seamless access to multiple bank services.