Expanded Branch Network

Expanded Branch Network

DTB opened six new branches in the year 2016 located at Garden City Mall, the Hub (Karen), Milele Mall (Ngong), Embu, Machakos, and Watamu. This increased our total branch network in Kenya to 59 branches at the end of 2016, whereas we have opened two more branches in 2017 at Two Rivers Mall and Rivaan Centre, with plans to further extend our branch network. Our branches at Garden City Mall, the Hub and Two Rivers Mall are digital branches which have digital lobbies accessible 24/7, with state-of-the-art machines that aim to deliver the best in-class service to our growing tech-savvy customer base.

Branch Network

DTB won a whooping ten awards in 2016 from the Think Business Banking Awards, Banker Africa Awards (East Africa), KBA Sustainable Finance Catalyst Awards and the Institute of Customer Service (ICS). The awards we won were:

  • Best Bank in Customer Satisfaction – Winner (Think Business)
  • Best Bank in Product Innovation – Winner (Think Business)
  • Best Bank in Asset Finance – Winner (Think Business)
  • Best Bank in SME Banking – 1st Runner Up (Think Business)
  • Best Bank in Retail Banking – 2nd Runner Up (Think Business)
  • Best Online Platform in Kenya (Banker Africa)
  • Best Online Platform in East Africa (Banker Africa)
  • Best Practice in Sustainable Finance (KBA)
  • Overall winner – 2nd Runner up (KBA)
  • Best company in Leadership Engagement (ICS)

DTB and Jubilee Insurance Partner on Bancassurance Specialist Model

DTB partnered with Jubilee Insurance to launch a referral model in Bancassurance. This innovative model aims at providing the highest quality service levels and swift delivery to retail customers by deploying specially trained financial advisors. DTB was the first bank in Kenya to introduce this model to sell life insurance products.

DTB partners with POSTA to expand Agency Banking Network

DTB partnered with the Postal Corporation of Kenya (PCK) to increase our agency banking outlets, where all POSTA branches signed up as DTB agents. This partnership was aimed at bringing banking services closer to customers. DTB customers are able to perform various banking services at over 500 POSTA locations across the country.

DTB Launches a New Insurance Product, Defender

In 2016, DTB launched an insurance product dubbed Defender, which is an all under-one-roof insurance product. The goal of insurance is to provide a measure of security against the risk of financial loss or damage to the insureds property, which is why DTB partnered with five of the most competitive insurance companies in the market for this product.

Defender encompasses of various covers including Fire & Perils, Burglary, Motor, Work Injury Benefits Act, among others.

All products under Defebder are offered by DTIA (Diamond Trust Insurance Agency), a wholly-owned subsidiary of DTB.


DTB Launches PesaLink

PesaLink is an inter- banking money transfer service pioneered by the Kenya Bankers Association (KBA) through their subsidiary, Integrated Payment Services Limited (IPSL) that allows customers to send money from one bank to another in real time. DTB was one of the first banks to pilot PesaLink through our mobile banking platform.

Pesalink provides DTB customers a 24 hour, 7 day a week platform enabling customers to send money from as low as Kshs. 10 to as much as Kshs. 999,999 at an affordable fee. It is an easy and instantaneous innovation in the money transfer space in Kenya.


Customer Service Week – 2016

Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. In Kenya, the Institute of Customer Experience (ICX Kenya) is the professional body whose mandate is to drive performance and professionalism in the service sector.

DTB officially become a member of ICX Kenya in June 2016 and held its first customer service week as a fully-fledged member from 3rd -7th October 2016. During the #CSWeek2016, DTB engaged in various activities to appreciate our customers, which was led from the top by our Group CEO, Nasim Devji.

As a result, DTB scooped The Leadership Engagement Award, an award won by the organizations that had top leadership engagement.

DTB partners with the Government on the Huduma Payments Card

The Huduma Kenya programme is a Kenya Vision 2030 flagship project outlined in the medium term plan for the period 2013 – 2017. The programme objective is to transform the quality and efficiency in the delivery of public services by leveraging on technology to amongst others, introduce integrated service delivery platforms such as the one stop shop huduma centers. The programme is coordinated by the Presidency through the Ministry of Devolution and Planning.

In accordance with the Jubilee Government manifesto, the Government has adopted a “cashlight” policy and directed that all public agencies should avail to customers the option for making electronic payments for Government services. The Huduma smart service and payments card responds to this directive and provides an integrated and interoperable platform for service delivery and electronic payments that conforms to global card payment systems. DTB is one of the four banks who have been selected to issue this card.

DTB also launched the Pamoja Transit Solution, a unified and automated fare collection platform with a group of operators of public service vehicles (PSVs). Huduma will ride on this infrastructure and allow the Huduma Cards to be acquired on the Pamoja transit system. Pamoja Transit Solution is a secure, convenient and interoperable ready commuter ticketing platform which was formally launched with the Cabinet Secretary from the Ministry of Public Service, Youth and Gender Affairs, Sicily Kariuki who was issued with a Huduma card and was able to load it and use it on a matatu.