PT Bank Tabungan Negara (Persero) Tbk (BTN) is a state-owned bank in Indonesia specialising in providing housing loans (Kredit Pemilikan Rumah or KPR). BTN pioneered the introduction and distribution of KPR in Indonesia since 1976, and to date, it has disbursed over 5.4 million housing loans.
In Indonesia, BTN dominates the subsidised housing loan market, with its market share exceeding 80%. For non-subsidised housing loans, BTN remains the market leader with a 40% share.
To further improve access and ease of home ownership through KPR, BTN has launched the super-app Bale by BTN. This app allows BTN customers to conduct banking transactions, browse available properties, and apply for a housing loan—all from their smartphones.
Recognising BTN’s strong market share in Indonesia’s housing loans segment and its efforts towards enhancing accessibility, BTN received the award for ‘Best Retail Bank for Digital CX – Indonesia’ at the Digital CX Awards 2025, hosted by The Digital Banker in Singapore.
Innovation for an elevated experience
Aligned with its renewed corporate vision to “Become the Primary Partner in Empowering Indonesian Families Financially,” BTN is accelerating its transformation agenda by integrating inclusive housing access with broader financial empowerment. This includes its strategic mission to support government efforts in financial and housing inclusion, deliver the best customer experience, enhance shareholder value, become a home for Indonesia’s best talents, and consistently apply good governance and sustainable innovation.
BTN has introduced a range of advanced digital products. One of its key innovations is The Decision Engine, which streamlines the loan approval process through automation, enabling the efficient delivery of high-quality consumer and mortgage loans.
The Decision Engine has helped the bank elevate its loan quality standards and improve SLA underwriting efficiency through faster average loan processing time, achieving labour cost efficiency through automation of processes, better risk management due to reduced manual checking and human intervention, a decrease in inappropriate loan rejection rates, and an increase in the volume of loan applications and disbursements due to faster and more transparent decisions.
BTN has also developed a comprehensive digital ecosystem to address various housing-related needs, including construction materials, electronics, and utility payments, aiming to become a one-stop financial housing solution.
This ecosystem includes tools such as BTN Developer Project Manager, E-Mitra BTN, BTNProperti for Developers, BTNProperti, RumahMurahBTN, and SmartResidence. All of these services are integrated into the Bale by BTN super app. It connects every housing stakeholder’s journey, from living and renting to buying and selling.
Such comprehensive business transformation initiatives have helped BTN drive its performance and solidify sustainability, with significant strides in profitability and mortgage lending growth, thereby positioning the bank as a frontrunner in the Indonesian financial services landscape.
