BoB, Pun­jab & Sind Bank expanding e-lob­bies

K. Venkateswarlu, GM and head Dig­i­tal Bank­ing & Fin­tech E-Lob­bies at Bank of Bar­oda, and Harvin­der Sachdev, GM-IT at Pun­jab & Sind Bank, pro­vide up­dates on their re­spec­tive e-Lob­bies and growth tar­gets

Banking Frontiers - - News -

Me­hul Dani: How many full e-lob­bies have been opened by your bank so far in 201718? What are the ma­jor fea­tures fea­tures?

K. Venkateswarlu: Bank of Bar­oda has 340 e-lob­bies and 618 Bar­oda Ex­press 24x7 at present. The yearly growth in the past one year is 28%. The dream of any bank cus­tomer is to get ba­sic bank­ing ser­vices round the clock, with­out break. This dream comes true with the Bar­oda e-lobby, a place where au­to­mated bank­ing is done with­out any man­ual in­ter­ven­tion. It is de­signed to ac­com­mo­date 5 machines, which can ful­fill all the ba­sic bank­ing re­quire­ments of any cus­tomer, round the clock.

These 5 machines are a cash re­cy­cler, an ATM, a multi-func­tion kiosk, a pass book printer and an elec­tronic dis­play sys­tem. The multi-func­tion kiosk will en­able de­posit of a cheque for col­lec­tion to the cus­tomer’s ac­count, pro­vide a re­ceipt with scanned im­age of the cheque, pro­vide net bank­ing fa­cil­i­ties, en­able bill pay­ment and many more ser­vices. A state of the art self-ser­vice pass book printer is equipped with auto flip func­tion­al­ity. An elec­tronic dis­play sys­tem is pro­vided in the lobby to of­fer in­for­ma­tion on var­i­ous prod­ucts of the bank and cur­rent in­ter­est rates. The cash re­cy­cler can ac­cept cash and is­sue re­ceipt and also dis­pense cash as an ATM. An ATM is for dis­pens­ing cash and an ar­ray of other ser­vices such as reg­is­ter­ing for mo­bile bank­ing fa­cil­ity.

In places where there is a space con­straint to pro­vide a full-fledged e-lobby, we are open­ing Bar­oda Ex­press 24x7, which is a mini e-lobby, with sim­i­lar cus­tomer ex­pe­ri­ence, sans multi-func­tion kiosk. The Bar­oda Ex­press 24x7 will con­tain an ATM, a cash re­cy­cler and a self-ser­vice pass book printer.

Harvin­der Sachdev: At present, Pun­jab & Sind Bank has a to­tal num­ber of 9 fully op­er­a­tional e-lob­bies. These e-lob­bies of­fer bank­ing ser­vices 24x7 with­out any re­stric­tion. We have pro­vided the es­sen­tial fa­cil­i­ties in e-lobby such as ATM, BNA (Bunch Note Ac­cep­tor), pass­book print­ing kiosk and a PC for in­ter­net bank­ing. We are study­ing the cus­tomer ex­pe­ri­ence and feed­back to fur­ther ex­pand the fa­cil­i­ties in the com­ing year.

Which 3 states have most of these e-lob­bies?

Venkateswarlu: The top 3 states for Bank of Bar­oda e-lob­bies are Ma­ha­rash­tra (Mumbai), Kar­nataka and South Gu­jarat. The break-up of these e-lob­bies within ge­o­graph­i­cal seg­ments is metro (215), ur­ban (96), semi-ur­ban (26) and ru­ral (3).

Harvin­der Sachdev: Be­ing a north based bank, most of the e-lob­bies of Pun­jab & Sind Bank are func­tional in Pun­jab and Delhi states. At present, all e-lob­bies are si­t­u­ated at ur­ban/ metro lo­ca­tions as per us­age pat­tern and de­mand.

How do you en­sure that higher num­ber of trans­ac­tions hap­pen at such lob­bies?

Venkateswarlu: Sikan­der­pur Metro sta­tion is one of the busiest sta­tions in Gu­ru­gram with an av­er­age daily foot­fall of 1 lakh peo­ple. In or­der to give a per­sonal touch, we have also placed 2 staff mem­bers for as­sist­ing the cus­tomers re­solv­ing their queries and of­fer­ing other prod­ucts of the bank. The dig­i­tal lobby at this sta­tion will help cus­tomers to deal with day-to­day trans­ac­tions and the 2 of­fi­cials will be as­sist­ing them to of­fer them the ex­pe­ri­ence of a ‘bank­ing on the move’. We have been try­ing to make a dif­fer­ence - whether it is brand­ing or bank­ing. We have also set up an e-lobby at the And­heri Metro sta­tion in Mumbai for the con­ve­nience of reg­u­lar com­muters. About 1.5 lakh com­muters travel daily from And­heri to dif­fer­ent lo­ca­tions in Mumbai Metro.

Harvin­der Sachdev: The peak trans­ac­tions for Pun­jab & Sind Bank

Venkateswarlu men­tions that Bank of Bar­oda is plan­ning a 20-30% yoy ex­pan­sion for its e-lob­bies

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