SBI

Spent 45 min at SBI the other day, in Aundh, waiting to get my PPF contribution accepted (31st, remember? :))

A few learnings/observations... although I am not sure SBI PRO is really tracking my blog :)

There's a pretty good single window service - all your needs get taken care of in one place (for most transactions involving cash). But the coupon dispensing machine was tucked away in a corner, was difficult to operate, with the result that customers first approached the desks, then approached another couple of people, before they got their coupon. Something that ICICI or Idea handle much better in their offices by having a peon or security guard be on the lookout for customers, and then help him get a coupon quickly.

The desks worked at a very slow pace, the pipeline backing up. The number of the customers cleared obviously not part of the KPI, there was no incentive to process them faster.

PPF is still offline... much faster when you give a cheque. Giving cash meant you couldnt use the dedicated PPF counter, and had to stand in line. Could have been a lot more efficient by allowing the dedicated PPF counter, which was mostly free, accept cash too!

Online PPF is now enabled - but you need to have an SBI savings account. Again, very unnecessary.

But I need to agree too - it's seen a huge transformation in the last 10 years I have been going there (always for the PPF, at the end of the year). Some pretty helpful staff actually!