National Bank’s COVID-19 Response: Keeping Branches Open and Safe

A national retail bank maintained uninterrupted in-person branch operations throughout the COVID-19 pandemic by implementing enhanced health and safety measures including a 20% increase in nightly cleanings with high-concentrate disinfectants, upgraded HVAC systems to MERV-13 filtration, on-site porters, and rapid vendor response within 12 hours to confirmed cases across 1,400 branches, ensuring customer access to essential banking services despite pandemic risks.

Staying Open, Staying Safe: A

National Bank’s COVID Response

Overview

Banks don't get to close when a crisis hits — customers still need transactions that can't move online. When COVID-19 made every public space a health risk, this national retail bank kept branches open and rebuilt maintenance around health and safety: enhanced cleaning, upgraded air filtration, and on-site support staff through an unprecedented public health event.

The Challenge

• In-person branch operations carried real risk • Protocols weren't built for pandemic sanitation • Protect people without closing branches

The Solution

• Nightly cleaning, +20% frequency increase • High-concentrate disinfectant, high-touch areas • On-site porters; HVAC upgraded to MERV-13

Results & Highlights

12 hrs Rapid Response Vendor scheduling within 12 hours of a confirmed or presumed case, with on-site arrival in under 48 hours.

1,400 Branches Cleaned Nightly Branches receiving nightly enhanced disinfectant cleanings, with electrostatic spraying at 1,700 locations.

Continuous

Uninterrupted Operations Branch network stayed open and operating throughout the pandemic.

Customers kept banking in person, right through the pandemic.