Technology & training for BCs delivers results
MPGB is accelerating technology adoption to serve rural customers:
Madhya Pradesh Gramin Bank (MPGB), the amalgamated entity of Narmada Jhaubua Grameen Bank and Central Madhya Pradesh Gramin Bank, functions under the sponsorship of Bank of India. All 866 branches & 14 regional offices of MPGB are on CBS platform.
PLATFORMS, WEBSITE
MPGB has developed inhouse its website for general public. The bank has developed and maintain its official website, which it uses to publish important timely information to make its customers aware and updated. Sunil Sharma, Chairman, Madhya Pradesh Gramin Bank, informs: “We have also provided the grievance system through which customer can share feedback, queries and complaints, and we take utmost care to resolve/respond in best possible manner.”
The main function of digital platforms is to provide a user-friendly interface between end-users and service providers. It is used to enhance the collaboration between customers and service providers. The bank has started to conduct the FLCs (Financial literacy camps) camps through video conferencing mode in addition to the normal physical mode. Sunil adds: “We have refined and revised certain internal processes to reduce the turnaround time so as to provide better and speedy customer services. We are using various modes to educate our customer for various banking products through mobile van, online FLCs, SMS broadcasting, etc.”
TOOLS TO RECONCILE, ADD BIZ
MPGB has been facilitating various digital initiatives like micro-ATM deployment, kiosks, mobile vans etc, which help to increase the customers’
transactions and bank’s business. Sunil Sharma, Chairman, informs: “Our bank has increased deployment of microATMs to 600 after reviewing recently the performance and business growth of the bank. Apart from this we have also developed various inhouse tools to reconcile and monitor various customer transactions.”
DIGITAL TRANSACTIONS UP
During the post-pandemic era, wherein things have gradually started to return to the phase of normalization, there was always the possibility that the pandemic may hit again. Keeping that into consideration, MPGB has developed and implemented a mix and match approach for amendments in the service standards for the customers. The bank has already provided Internet Banking viewing rights to customers, UPI to PM-Swanidhi beneficiaries, AEPS off us, APB, ACH, ECS, NEFT/RTGS, PoS and ATM facilities for customers. During the covid-19 era, the bank was continuously encouraging its customers to avail the on-line/digital services through debit cards, POS, AEPS, QR code, etc. to cater their banking requirements. Sunil explains: “Subsequently, we have witnessed a gradual increase in the digital transactions during FY 2021-22. Reacting to the need of the hour, we have been flexible enough while devising our strategies to absorb the aftermaths of covid and making every possible effort to inculcate the sense of using digital modes among the customers. The above services have helped us to attract young customers.”
SOFTWARES FOR CUSTOMERS
MPGB has started to provide QR codes to its customers under PM-SVanidhi schemes. The bank has also started 24x7 NEFT/RTGS services for its customers.
It is in the process of providing mobile banking, internet banking transaction rights, UPI, IMPS for all customers. This will definitely help the improve customer service. Sunil elaborates: “We have internally developed various offline and online softwares for our staffs to enhance customer services. The aim of these softwares is to save time, ensure accuracy and build up confidence in staff, which will ultimately result in our business growth as staff will get enough time to reach and entertain the customers.”
BC, BANK SAKHIS SUPPORT DIGI
Most of MPGB’s customers are in rural areas and BCs are the backbone for their transactions. In past BCs were doing work like account opening, AEPS and various
PM insurance schemes like PMJJBY, PMSBY and PMAPY. Considering the growth of transactions at BC points, MPGB has extended in FY 2021-22 more banking services such as cheque book request, stop cheque, ATM card issuance request, etc, to provide ease in banking services for its rural customers.
Rural customers are preferring transaction through BCs only. MPGB is providing digital transactions through APBS, ACH, NEFT, RTGS, ATM, POS, BHIM Aadhaar, AEPS, QR Code and Internet Banking view facility. All branches are 24x7 RTGS/NEFT enabled. BCs are also helping MPGB to promote digital transactions like activation of ATM cards, transactions through Aadhaar cards, etc.
Sunil updates: “The elec tronic gadgets deployed by our bank to BCs are micro-ATMs and mPOS, which helps our BCs to provide door step services to our customers, especially in rural areas. We have opened 0.4 million accounts through our BCs and have recorded more than 20 mn transactions as of FY 202122 through our BCs. We have trained various BCs and Bank Sakhis through VC (video conferencing) in coordination with NABARD, which was very helpful to enhance their knowledge and skills. Further we are planning to implement more banking services at all BC points like ATM card blocking, etc.”
IT TRAINING, TEST, DATA
MPGB is proactive on training its entire staff. It has a separate `Learning & Development’ department to provide training and necessary support to its employees for skill development, IT training and increasing efficiency. The bank has been conducting Gyanodaya session on Fridays on fortnightly basis at branch level for updation of knowledge.
It is keeping track of all the training programs, the relevant employees have gone through. Sunil points out: “We have started the online training platform for our newly joined staffs and have effectively provided such training to 700 staff members.
We have taken new initiative to conduct the training, including IT related, on various banking products to all our staff members. This is helping our staff to have up to date knowledge related to banking products and processes. We have developed in-house portal, wherein we are uploading various circulars on policy of the bank for knowledge sharing amongst employees and accordingly taking a test on the same. We are maintaining employee wise data at head office and regional office level regarding training programs provided to them.”