Government Organisation make a new Outlook

State Bank of India - Logo
Have you been to the State Bank of India (SBI velachery branch) recently, if you have you would have noticed some thing different, a totally new approach to banking, a new user experience for customers.
Read more to know what is the experience….

What is new in SBI, ICICI bank?
A completely new user experience is what you can expect from these banks. These user experience were actually copied probably from Private Bank ABN Amro or ANZ Gridlays or American Express. If you are a programmer you should have heard about round robin
as in the story of SBI or ICICI branches at velchery you can see more tellers where a user gets the token, you wait in the sophisticated lounge (as in the case of ABN AMBRO or ANZ Gridlays or American Express) instead of standing in the QUEUE, when your turn comes on the flash boards you walk up to the respective teller and solve your query

But the best part came from SBI, here is the story which I heard it from a Friend (don’t believe in it just enquire at the bank), you would have heard on the NEWS that all nationalized banks when on a week strike, and SBI velchery branch went a head with renovation they came with the new setup, changed the conventional long queue. No customer was effected. Government offices have started to think the way on how to hold their customers.

So what made then do this, Stiff Competition
Don’t you think if Government Organizations won’t give us proper service, will we as customers not look for alternatives

So we as customers have to raise the bar as “Expectation”, “Demand” from the government Offices for change

It is all in the hands of we the Customer (people)

Don’t you think LIC may run out of funds one day because they couldn’t get new customers or existing one who are not paying premium, instead we may choose MAX Newyork or ICICI Lomboard

Don’t you think Oriental Insurance will be locked out one day? here is one story because of their service, we may look at Bajaj Alliance

What do you all say?
Will we be able to change the Government attitude, the irony is that we vote to form the government, don’t we have the power in us.

5 Comments so far

  1. foo (unregistered) on January 5th, 2007 @ 9:49 pm

    Are you saying that SBI has started issuing tokens because “These user experience were actually copied probably from Private Bank ABN Amro or ANZ Gridlays or American Express.“? If so, I hate to burst your bubble, but there have been several non-private banks that had this system from the 1980s, before most of the private players even existed in the field. Off the top of my head, try the Kotturpuram branch of Canara Bank, the West Mambalam branch of Indian Bank, and the Besant Nagar branch of Indian Overseas Bank. (I’m sure there are *lots* more, and I have seen some in small towns too. Some of these banks/branches may not exist anymore. I’m old.). It must also be said that at this time, the few private banks that existed had a totally disjoint clientele from your neighborhood bank, to the extent that neither would try to imitate the other any more than your neighborhood grocer would try to imitate Nilgiris supermarket – each had its own demographic that they were addressing, and there was basically no mixing, so no competition from the private sector.

    Are you saying instead that the benefit from competition is that SBI provides a “sophisticated” lounge to sit while you wait? (First, what’s sophisticated about a lounge? The sofas?) That value addition is negligible compared to getting more tellers so the queue is processed more quickly. I value a quickly-moving line much more than having to sit around for 20 minutes.

    Finally, it is a good move on SBI Velachery’s part to use the strike time to renovate their physical facilities, but I totally fail to see your argument that this was due to competition from the private sector. Had the competition been real, the nationalized banks wouldn’t have gone on strike in the first place. What are they going to say? “The private competitor is better, so we are not going to work until we are also as good”?

    In short, there are good things from competition and market economies, but your post does not mention anything really beneficial. While your enthusiastic support for competition in the marketplace is touching, you are not helping your case by writing like a fanboy of capitalism. Sticking to banks, compare interest rates, credit ratings and risk levels. Compare the time per transaction, compare the overall knowledge of the tellers for infrequent operations. Are they totally clueless or do they at least know whom to ask? Ask some real questions about banking. If you’re going to choose banks based on the upholstery they offer in their waiting areas, you’re capitalism’s worst nightmare – the sheep who will take any crap as long as it’s sugarcoated, which directly discourages competition and improvement.

  2. G V Balasubramanian (unregistered) on January 5th, 2007 @ 10:30 pm

    Talking about banks, a few observations.

    While you see a big queue in ICICI Bank ATMs, such queue is not seen in other Bank ATMs. I understand that ICICI charges for those who does Branch Banking. May be this is the reason for long queues in ICICI Bank ATMs.

    ICICI Bank Branches works 8 to 8 for 6 days. At your convenience one can visit the Branch. I pay my son’s school fees in one of the Branches of ICICI Bank. It does not take more than 5 minutes to finish the work.

    The quality of service – whether it is nationalised bank or private bank or foreign bank – depends upon the attitude of the person manning the counter.

  3. vatsan (unregistered) on January 6th, 2007 @ 5:28 am

    the manager of indian bank branch at abirampuram once told me that close to 60% of the accounts at his branch has a balance of less than 500 rupees. this explains the different roles played by the famous private banks you mention and the public sector banks.

    i don think its fair to compare them. they have totally different roles, except when it comes to lending.

    and please dont go round calling public banks government offices, they do have good service.

    and in the story of oriential insurance, you want them to work on saturday, yet you demand your 2 days off per week as an IT employee, wat is this double standard? and 10 am is quite early. if you are unhappy you can switch to allianz bajaj or any insurance company of ur choice, but then they are just as bad :)

  4. chitrashree (unregistered) on January 9th, 2007 @ 4:17 pm

    s.chitrashree d.o.ii kri2000358

  5. T.Rajapandian (unregistered) on January 10th, 2007 @ 10:28 am

    If you want to be amazed at the way Govt.Offices have changed these days,just visit the Patent Office,IPR Building,Guindy located opposite Sangeetha hotel near Guindy railway station.Infact many people take it to be a private organisation. In reality its a Central Govt Office under the Minsitry of Commerce.

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