Dr. Colin Hunt:

Before the pandemic, before the virus arrived on these shores, and before we went into any lockdown or had any notion of lockdowns, in the order of 50,000 customers would visit our branch network in the Republic of Ireland on an average day. Obviously this would vary over the course of a day. Some days are busier but on average it was 50,000 customers. Post-pandemic that number is probably fewer than 40,000 people now. It is still, however, 40,000 people coming into our branches. Every day on average we have 1.5 million interactions with our customers using our digital technology. That is an average and some days it goes as high as 2.3 million transactions, as I said in my opening statement. For everyday transaction banking the strong preference of our customers is to use our digital technology. This is just statement of fact.

I recognise, however, that the branch network is very important to us. I regard it as a key differentiator for us. As part of our strategic pillars we have a commitment to sustainable communities. It is our strong view that in order to be committed to our communities we have to be embedded within those communities. Notwithstanding that we have had an amalgamation of five overlapping branches in urban centres, and we may well see further amalgamations of overlapping branches in urban centres, we are very committed to having a strong physical presence of an AIB branch on the main streets of Ireland. That is a major serious commitment on our part for very good business reasons. What goes on in the branches will evolve over time. We are going to see less in the way of everyday transaction banking. That is shifting onto the digital platforms. It is quicker, one can access it 24-7, but what goes on in the branches is going to change.

Over time we will see more of a gradual evolution towards sales and advice. When people come to the big financial decisions they will make in their lives such as the mortgage, life insurance and savings for the future, we will have people right across the group and across the country employed giving that advice. We will continue to have a really strong physical presence in branches that we serve. I believe that the very best brand ambassadors we have are, without question, the people who wear the AIB uniform and who serve on the front line in every single part of the country. They are incredible and they do a wonderful job. I am extraordinarily proud of the fact that it is those people who, in the face of this extraordinary pandemic, went out of their way and worked very hard to ensure that we could keep more than 99% of our branch network open. We thought it was very important that at a time when so many of our customers were forced to close their doors, we wanted to keep our doors open. We could not have done this without the commitment, energy, professionalism and dedication of the very best brand ambassadors we have, who are our staff in the branches.