PNB to roll out self-service counters in 500 branches this fiscal

Nearly 500 branches of Punjab National Bank (PNB) will be known as ‘PNB Pragati’ branches by the end of the fiscal.

Speaking to newspersons on the sidelines of the inauguration of a self-service counter of a ‘PNB Pragati’ branch of the bank here on Wednesday, K.R. Kamath, Chairman and Managing Director, said that the bank has taken up a transformation exercise with its stakeholders.

The aim is to infuse fresh energy and initiatives for business excellence.

The introduction of self-service counters is an effort to empower customers.

He explained that every ‘Pragati’ branch would have a well-laid service area equipped with passbook printing terminal, cash deposit machine, cheque deposit machine and an ATM to take care of the basic requirements of customers.

Stating that ‘PNB Pragati’ concept was launched in 50 branches in the country on a pilot basis, Kamath said nearly 500 branches will be known as ‘PNB Pragati’ branches by the end of this fiscal.

Comparing the self-service areas in such branches to those of buffet counters in hotels, he said such self-service areas saves time for them. The customers don’t have to stand in queues to complete their works.

Giving the example of branches in Delhi, he said the waiting period of customers came down from 40 minutes to 10 minutes there after this concept was introduced.

Generally, 40 per cent of customers come for transactions such as updating passbooks and depositing cash/cheques. Their needs are met in these self-service counters, he said.

The layout of a ‘Pragati’ branch depends on the customer profile of a branch and the requirements of those customers.

If such counters are placed outside the branch premises, for example, in an ATM outlet, then such counters are called as e-lobby, he said.

vinayak.aj@thehindu.co.in