SBI Introduces Grahak Mitras to Promote Digital Banking
| Category | Details |
|---|---|
| Initiative | State Bank of India (SBI) introduces 'Grahak Mitras' at select branches. |
| Aim | Assist walk-in customers with alternate banking channels to decongest branches. |
| Source of Personnel | Trained personnel from State Bank Operations Support Services (SBOSS), a subsidiary of SBI. |
| Role of Grahak Mitras | Provide first-level assistance, educate customers on self-service and digital platforms. |
| Deployment Plan | 4,500 SBI branches (20% of SBI's 22,740 branches) in high-footfall areas. |
| Focus Areas | Branches managing government salary, pension, and benefit transfer accounts. |
| Objective | Decongest branches, promote digital literacy, and enhance customer experience. |
| Key Alternate Channels | ATMs, ADWMs, self-service kiosks, SWAYAM kiosks, internet banking, YONO app, WhatsApp banking. |
| Tech Upgrades (FY26) | Replace/upgrade 40,000 ATMs/ADWMs (62% of network), install 5,500 new SWAYAM kiosks. |
| SWAYAM Kiosk Stats (2024) | 20,135 kiosks at 17,663 branches handle 11 lakh daily transactions & 3.4 crore monthly passbook prints. |
| Alternate Channel Usage | 98.1% of total transactions conducted through alternate channels as of December 2024. |