Page 29 - Banking Finance August 2019

ARTICLE

EASE- A

GATEWAY FOR

SERVICE

EXCELLENCE

C ustomer service is the process of ensuring means banking from the comfort of home, grievance

customer satisfaction with a product or service.
redressal, pleasing ambience etc. Bank has to provide
EASE of banking from the comfort of home, EASE in
In banking, service takes place while performing
a transaction for the customer, such as making a
sales and/or services. Public sector banks are a major grievance redressal, EASE for senior citizens and the
differently abled, EASE through forms simplification,
banking service provider in India. A survey says that services EASE through pleasing ambience and introduction of
in Public sector banks (PSBs) are not as good as private EASE ranking annually.
sector banks. Performance of PSBs is also deteriorating due
to inferior quality services. Recently Government of India 2. Responsible Banking: Financial stability, improved
has launched a project for Responsive and Responsible PSBs governance and EASE for clean & prudent business.
known as Enhanced Access and Service Excellence (EASE). Under responsible banking, there are various themes
It is a major gateway for the performance of PSBs. Under such as ‘Creation of Stress Asset Management Vertical’,
Ease there are six themes for Enhanced Access and Service ‘Corporate Lending Through Rigorous due Diligence’,
Excellence as follows ‘Tie-up with Agencies, for Specialized Monitoring for
1. Customer Responsiveness: EASE for customer comfort Clean & Effective Post, sanction follow-up in loans above
Rs.250 crore, institute efficient practices for large
About the author consortium loans, minimum 10% exposure, strict
segregation of pre and post sanction roles and
Prabhat Singh Suman responsibilities, ring fence cash flows, differentiated
Union Bank of India banking strategy, EASE through transparent and robust
Chief Manager (Faculty) OTS. Furthering financial stability through check
STC Bhubaneshwar
aggressive and imprudent lending, monetize realizable

BANKING FINANCE | AUGUST | 2019 | 29