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Media release

Media release

Absa modernises branch and ATM network to make banking easier and more accessible

1 October 2026

Absa is modernising its branch, ATM and self-service network in South Africa to make everyday banking easier, seamless, and more accessible. The programme forms part of a broader investment in Absa’s distribution ecosystem, giving customers more ways to access banking services through branches, self-service solutions, retail partnerships and future agency banking initiatives, while ensuring support remains available in communities with different banking needs.

The changes reflect how customers now choose to bank. More than 90% of Absa’s retail customers have moved from branch-based transactions to self-service channels. As customer behaviour continues to evolve, the value of cash handled across branches and ATMs declined by 30% between 2020 and 2025, while ATM cash transactions decreased over the same period. Despite this shift, cash remains an important payment and access mechanism for many households and businesses, particularly in communities where demand remains high.

In branch routine transactions will increasingly be supported through digital, ATM and self-service channels, allowing branches to focus more on advice, support and interactions where customers need personal assistance. Over-the-counter cash services will remain available at selected branches, particularly in areas where customers and businesses continue to rely on cash.

“Customers are banking differently, and our branch frontline must keep pace with that change. Our objective is to expand access to banking by providing customers with a broader range of convenient services across branches, self-service channels, ATMs and partner locations.  At the same time, cash remains important for many people and businesses, especially where other options are limited,” said Pieter Van Eeden, Managing Executive: Integrated Channels at Absa. “Our focus is to make banking easier, more secure and more accessible, while ensuring customers who still depend on cash continue to have practical ways to access it.”

More self-service options for everyday banking

Absa is investing in ATMs and self-service devices that give customers access to a wider range of everyday banking services outside the branch. Depending on the device, customers can withdraw and deposit cash, make payments and transfers, access balances and statements, manage selected card and PIN services, buy prepaid services and use selected document and value-added services.

Customers are already using these options more often, with around 90% of deposits now processed through ATMs and self-service devices, compared with 2019, when more than half of these transactions were still made through traditional tellers.

Absa is also extending access beyond the traditional branch through existing retail partnerships and a developing agency banking model. Together, these initiatives support a broader distribution ecosystem that brings banking services closer to customers’ daily lives, particularly in township and rural communities.  The model is intended to allow customers, particularly in township and rural communities, to withdraw or deposit cash through trusted local businesses they already visit, reducing the need to travel to a branch or ATM.  Over time, the model has the potential to support additional banking services based on customer needs.

“As day-to-day branch work is automated, our colleagues can focus more on helping customers make informed decisions and less on processing transactions,” said Van Eeden. “The intention is to give customers more value from the time they spend with us.”

Branches evolve to provide more advice and support

Importantly, Absa’s intention is not about reducing its physical presence.  In fact, the bank’s branch footprint has grown from 551 outlets in 2021 to 574 in 2026, and we continue to invest across our distribution network to ensure customers have more ways to access banking services where and when they need them.

As more routine transactions migrate to self-service channels, some locations have adopted advisory-led formats that enable colleagues to focus on guidance and support rather than transactional processing. To date, 81 branches have transitioned to this advisory service model.

The shift gives Absa scope to rethink the role of the branch. Back-office processes that previously relied on paper and manual processing are being automated, reducing waiting times and allowing colleagues to spend more time advising customers rather than processing routine transactions.

Before making network changes, Absa will assess local cash demand and the availability of nearby alternatives, adding device capacity where needed. The bank expects cash to be the starting point for agency banking, with the model able to expand over time to include other services based on what customers in those communities need.

Absa’s modernisation programme is designed to expand choice, not reduce access. By investing across branches, self-service channels, ATMs, retail partnerships and future agency banking solutions, the bank aims to provide customers with more convenient and inclusive ways to access banking services.

Together, these changes are designed to give customers more choice in how and where they bank, while ensuring that access remains practical and inclusive.  By combining an expanding branch network, digital convenience, enhanced self-service capabilities, advisory-led branch experiences and broader community-based access points, Absa is creating a more connected distribution ecosystem that meets customers where they are today while preparing for future banking needs.

1 October 2026

Absa is modernising its branch, ATM and self-service network in South Africa to make everyday banking easier, seamless, and more accessible. The programme forms part of a broader investment in Absa’s distribution ecosystem, giving customers more ways to access banking services through branches, self-service solutions, retail partnerships and future agency banking initiatives, while ensuring support remains available in communities with different banking needs.

The changes reflect how customers now choose to bank. More than 90% of Absa’s retail customers have moved from branch-based transactions to self-service channels. As customer behaviour continues to evolve, the value of cash handled across branches and ATMs declined by 30% between 2020 and 2025, while ATM cash transactions decreased over the same period. Despite this shift, cash remains an important payment and access mechanism for many households and businesses, particularly in communities where demand remains high.

In branch routine transactions will increasingly be supported through digital, ATM and self-service channels, allowing branches to focus more on advice, support and interactions where customers need personal assistance. Over-the-counter cash services will remain available at selected branches, particularly in areas where customers and businesses continue to rely on cash.

“Customers are banking differently, and our branch frontline must keep pace with that change. Our objective is to expand access to banking by providing customers with a broader range of convenient services across branches, self-service channels, ATMs and partner locations.  At the same time, cash remains important for many people and businesses, especially where other options are limited,” said Pieter Van Eeden, Managing Executive: Integrated Channels at Absa. “Our focus is to make banking easier, more secure and more accessible, while ensuring customers who still depend on cash continue to have practical ways to access it.”

More self-service options for everyday banking

Absa is investing in ATMs and self-service devices that give customers access to a wider range of everyday banking services outside the branch. Depending on the device, customers can withdraw and deposit cash, make payments and transfers, access balances and statements, manage selected card and PIN services, buy prepaid services and use selected document and value-added services.

Customers are already using these options more often, with around 90% of deposits now processed through ATMs and self-service devices, compared with 2019, when more than half of these transactions were still made through traditional tellers.

Absa is also extending access beyond the traditional branch through existing retail partnerships and a developing agency banking model. Together, these initiatives support a broader distribution ecosystem that brings banking services closer to customers’ daily lives, particularly in township and rural communities.  The model is intended to allow customers, particularly in township and rural communities, to withdraw or deposit cash through trusted local businesses they already visit, reducing the need to travel to a branch or ATM.  Over time, the model has the potential to support additional banking services based on customer needs.

“As day-to-day branch work is automated, our colleagues can focus more on helping customers make informed decisions and less on processing transactions,” said Van Eeden. “The intention is to give customers more value from the time they spend with us.”

Branches evolve to provide more advice and support

Importantly, Absa’s intention is not about reducing its physical presence.  In fact, the bank’s branch footprint has grown from 551 outlets in 2021 to 574 in 2026, and we continue to invest across our distribution network to ensure customers have more ways to access banking services where and when they need them.

As more routine transactions migrate to self-service channels, some locations have adopted advisory-led formats that enable colleagues to focus on guidance and support rather than transactional processing. To date, 81 branches have transitioned to this advisory service model.

The shift gives Absa scope to rethink the role of the branch. Back-office processes that previously relied on paper and manual processing are being automated, reducing waiting times and allowing colleagues to spend more time advising customers rather than processing routine transactions.

Before making network changes, Absa will assess local cash demand and the availability of nearby alternatives, adding device capacity where needed. The bank expects cash to be the starting point for agency banking, with the model able to expand over time to include other services based on what customers in those communities need.

Absa’s modernisation programme is designed to expand choice, not reduce access. By investing across branches, self-service channels, ATMs, retail partnerships and future agency banking solutions, the bank aims to provide customers with more convenient and inclusive ways to access banking services.

Together, these changes are designed to give customers more choice in how and where they bank, while ensuring that access remains practical and inclusive.  By combining an expanding branch network, digital convenience, enhanced self-service capabilities, advisory-led branch experiences and broader community-based access points, Absa is creating a more connected distribution ecosystem that meets customers where they are today while preparing for future banking needs.