by UnionBank Human Resources Group
In 2024, UnionBank’s Card Production and Delivery Team saw an opportunity to simplify and elevate the customer experience by reimagining how principal and supplementary credit cards are personalized and delivered. The legacy process involved separate packaging and dispatch, resulting in duplicated effort, higher costs, and fragmented service. Guided by the Bank’s purpose and the spirit of Magis, the team asked: “How can we do better?”
The answer was the One Envelope Delivery Model—internally known as “2n1”—which consolidated principal and supplementary cards into a single kit. This initiative was strategically launched alongside the Citi recarding project, where it delivered ₱10 million in cost savings. It was then progressively implemented for New-to-Bank and Blue Migrated credit cards, which account for 92% of total card production volume. By October 2025, the team began expanding the model to include the UB Legacy portfolio, representing the remaining 8%—a move that underscores UnionBank’s commitment to process simplification, cost efficiency, and customer-first innovation.
The transformation was made possible through agility and responsiveness, designing an adaptive process that addressed current inefficiencies while remaining scalable for future personalization enhancements. Cross-functional collaboration was key Operations, Technology, Product Teams, and external vendors worked in lockstep to align execution with strategy and customer experience goals. The impact was significant and multi-dimensional. Operationally, the initiative reduced manual handling and packaging steps for personalization vendors and simplified logistics for partner couriers, resulting in fewer delivery items per customer. Financially, it delivered ₱103 in savings per card pair, translating to ₱1.7 million in projected annual savings in BAU operations. It also lowered courier fees, packaging costs, and reduced customer service calls related to separately delivered cards.
From a customer experience standpoint, the model ensured that both cards arrived together—reducing wait times, eliminating confusion, and improving perceptions of service quality and operational sophistication. Customers now enjoy a seamless, unified experience that reflects UnionBank’s commitment to high-tech, high-touch service delivery.
The initiative also contributed to asset optimization and sustainability. By eliminating redundant processes and reducing packaging waste, the team minimized resource consumption and reduced the Bank’s carbon footprint—aligning with UnionBank’s socio economic responsibility and the Aboitiz Group’s sustainability goals.
This transformation reflects UnionBank’s purpose of Reimagining Banking to Uplift Lives—not just through digital platforms, but through every touchpoint that matters to customers. It demonstrates Integrity in execution, Magis in innovation, and Ubuntu in collaboration. More than a process improvement, One Envelope, One Experience is a blueprint for how UnionBank builds meaningful, efficient, and sustainable customer journeys—setting the standard for all generations.
