As India moves towards financial inclusion in the banking sector, technology will play a key role in achieving this goal
In a country of 1200 million Indians, which has only 400 million bank users, there is an urgent need to ensure financial inclusion and greater transparency, and banking technology will play a crucial role in driving this change. On Thursday, September 8, 2011, key players of the banking industry converged at the ITC Grand Central in Mumbai to discuss the issues involved in this transformation, at the fifth edition of The Economic Times Banking Technology Conclave ’11. The conclave, ‘Indian Banking 2015: Towards Technology Enabled Transformation’ had speakers discussing a wide range of issues impacting the sector – the importance of technology investments, partnerships with the Information Technology sector, customer-centricity for higher profitability and the emerging frontiers for cooperative banks, among other things. “Information technology in banking is fast evolving,” said a KPMG White Paper, released on the occasion. “From enabling banking services to driving transformation in the industry, Information Technology holds a promise to change the face of banking in the next few years. New entrants are looking to leverage their existing strengths in the Indian banking arena. The opportunity available to these entrants through leveraging their understanding of technologies and markets they operate in promises innovative business models with a focus on delivering customer value.” The need to provide personalised, speedy and cost-effective services is pushing banks to further reorient and innovate the business model of banking and enabling technology, the paper adds. Mr M.V. Nair, Conference Chairman & Chairman and Managing Director, Union Bank of India, highlighted four emerging trends in banking technology. Mr Nair referred to an integrated multi-channel delivery system; financial inclusion; customer relationship management and IT governance. He also spoke of the importance of green IT initiatives for business competitiveness and cost efficiency, pointing out that modern IT systems were complex and sophisticated, but they were also “energy guzzlers”. “According to statistics, every watt required for computer power creates the need for another watt for cooling,” Mr Nair said. “It becomes one of the integral parts of Green IT to develop a strategy for implementation of less paper offices to paperless offices. Initiatives like the solar-powered ATMs with which we are experimenting at Union Bank of India may go a long way towards green technology in banking”. The challenges involved in reaching out to last-mile customers formed an integral part of the discussions. Sunny Banerjea, Partner and Head, Management Consulting, KPMG India, pointed out that thanks to mobile phones and other devices, today’s consumer had far more computing power in his hand than it had taken to “get man to the moon in the 1960s”. However, as most bankers would agree, customers could not be looked at as a homogenous group, and strategies for rural and urban customers would necessarily have to be different. Shikha Sharma, Managing Director and CEO, Axis Bank Ltd, pointed out that while the market was a large one, there were differences in the way the older generation, and the younger one, perceived their banking needs. She also raised issues of changing mindsets and workforce training for the new era of computerisation. There is no doubt that the complex world of Indian banking has already seen tremendous change. With many transactions taking place through the Internet, mobile banking and Automated Teller Machines, customers no longer need to wait in long queues during working hours to get their passbooks updated, or to withdraw money. Even cooperative banks, which have largely operated through traditional models, have begun to see the need for technology-enabled transactions; The Greater Bombay Co-operative Bank Ltd. for instance, has seen value in opening innovative E-lobby Banking branches, and streamlining their systems by achieving ISO 9001:2008 certification. “In just 150 sq ft space, we have seven machines which allow you, among other things, to deposit cash, pay electricity bills and get your passbook printed,” said Narendrakumar A Baldota, Chairman of the Bank. “Banking is available 24x7 and customers come in even at 1.00 a.m. or 2.00 a.m. And the cost is hardly Rs 12 lakh for these seven machines”. In June 2010, Reserve Bank of India had asked all banks to present a three-year financial inclusion plan by incorporating the government's goal of making banking facilities available in all villages with 2000 population by March 31, 2012. The Government is also planning to leverage the Unique Identification Authority of India (UIDAI) project to further achieve financial inclusion, a fact that most bankers at the conclave agreed would make a huge difference. For emerging markets to move ahead in the global arena, however, there are primarily four issues that need attention. In achieving these goals, banking technology will certainly make a vital difference, simplifying the banking process, offering speed and convenience to the customer in an increasingly competitive era, and also playing a holistic role in financial inclusion. As speakers at the Conclave agreed, while there are many challenges to be met, the process is certainly gaining momentum.
ET