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This success was mainly due to the establishment of a servicenetwork with 204 Express Banks, about 1450 ATMs, 215 kiosks, about 26,000 KUBs,and more than 33,000 POS machines across the country. Now tellers spend therest of their time advising customers and promoting their products. KAAN Bankis a large infrastructure with 547 branch offices, accounting branches in everyrural area and sum, and serving 70 percent of all households in Mongolia. KAANBank has already started preparing for this change in the workplace, as someparts of the work of tellers, various managers, and salespeople will beautomated when everyone will receive services through mobile phone and internetbanking.

For example, the 1800-1917 inquiry center is b2c email list staffed 24/7with more staff due to increased customer inquiries regarding e-services. In2021, about 100 employees, who previously provided services through branches,will provide services by phone. Currently, 220 people are doing such work, andthey are preparing to add another 300 employees. On the other hand,digitalization reduces the need for physical offices, but KHAAN Bank does nothave a policy to reduce the number of jobs and employees in the medium term.Instead, employees will be developed into softer skills. For example, SoumCenter branches will turn into service points that are aimed at providingfinancial education to customers, and in this sense, they will be closer tothem.

Also, some branches will work as shared offices. Speakingabout this, Executive Director R. Munkhtuya said, "We will work to createa comfortable environment for customers rather than focusing on the number ofbranches." The results of KHAAN Bank's digital policy were more clearlyobserved during the pandemic. In Ulaanbaatar, half of all customers receivedfinancial services online without interruption during the three-week homequarantine, and bank employees were able to work online even from home in Sumy,proving that this policy has passed the practical test of life.