New Delhi: The Enhanced Access & Service Excellence (EASE) reforms have emerged as a cornerstone in strengthening India’s public sector banks (PSBs) to better align with the nation’s Viksit Bharat 2047 vision, said Atul Kumar Goel, Chief Executive of the Indian Banks’ Association (IBA).
In a series of updates shared on social media platform X (formerly Twitter), Goel highlighted how EASE 7.0 reforms have enabled PSBs to deepen their outreach to micro, small and medium enterprises (MSMEs), enhance sectoral lending capabilities, and streamline credit delivery processes across segments.
“Public sector banks have fast-tracked GenAI pilots, embraced cloud technology, improved data governance, and digitised operations for scalable, cost-efficient service delivery,” Goel noted.
GenAI and Cloud Adoption Lead Tech Transformation
EASE 7.0 has brought next-generation technologies like Generative AI, advanced data analytics, and cloud computing to the forefront of banking reforms. Several PSBs have begun pilot use-cases of GenAI for customer engagement, fraud detection, and operational efficiency. Cloud adoption is being used to scale operations, reduce cost overheads, and improve service delivery across urban and rural branches.
Stronger Risk Management and Cybersecurity
Goel also underscored major improvements in operational and cyber risk systems, with digitised collections, NPA (non-performing asset) recovery through automated workflows, and enhanced monitoring tools that provide deeper insights into credit and market risk.
EASE 7.0 reforms have further enhanced employee productivity through scientific target-setting, robust performance appraisals, and data-driven workforce deployment strategies. Special attention has been given to gender diversity, succession planning, and personalised learning & development to build a future-ready banking workforce.
Customer Experience Takes Centre Stage
Public sector banks have also made notable strides in improving customer experience, with digitised interfaces, simplified services, and streamlined processes that place convenience and accessibility at the core. “Banks are enhancing their relationships with customers by refining processes and building trust across physical and digital channels,” Goel said.
Read Also: PSU Banks Retain Grip on ATM Transactions as Private Lenders Dominate Digital Space
EASE 7.0 Annual Report: Laying the Foundation for FY25 and Beyond
According to the EASE 7.0 Annual Report, released Thursday, this phase of reforms marks a “defining era” in the evolution of PSBs. The report emphasises a customer-first approach, robust risk practices, and strategic alignment with India’s broader development goals.
PSBs have long been instrumental in expanding financial access to underserved communities and powering national growth. EASE 7.0 now positions them as not only banking institutions but also strategic enablers of inclusive and sustainable development.
About PSU Banks
Public Sector Banks (PSBs) are government-majority-owned financial institutions that continue to anchor India’s traditional banking infrastructure. With expansive reach through ATMs and branches, PSBs are now increasingly venturing into digital territory, aligning with evolving consumer expectations and national financial inclusion goals.
