Information Analysis for Enabling Optimal Utilization of Service Delivery Channels in Indian Banks

Abstract

Banks in India have in recent times made extensive capital investments in centralized banking transaction solutions and service delivery technologies (SDTs) such as automated teller machines (ATMs). Such SDTs have been sparingly used mostly for cash withdrawals while the bulk of other transactions still continue to be branch centric. In order to selectively shift transactions to these SDTs, banks need to review existing branch transactions from a volume cost- benefit and timeliness perspective at a branch level (there is a wide variability in the nature of clientele and type of transactions at different branches). This calls for a through analysis of branch level customer transactions. We have carried out the above said analysis using ORACLE and ORACLE BI on a sample branch data of an Indian Bank and the results strongly indicate that a sizable set of transactions can definitely be shifted to SDTs.