SUMMER TRAINING REPORT

ON

“EVALUATING PRODUCT AND SERVICE OFFERINGS:

A CASE STUDY OF INDIA POST PAYMENTS BANK”

IN

SUBMITTED IN PARTIAL FULFILLMENT OF REQUIRMENT FOR THE AWARD

OF THE DEGREE OF BACHELOR OF COMMERCE (B.COM) (Hons.)

SESSION (2022-2025)

SUBMITTED TO - SUBMITTED BY -

MS. Shivani Arora TIKSHIT MITTAL

(ASSISTANT PROFESSOR) ROLL NO. 1222231

(MMIM), MMDU B.COM(H) 3rd YEAR

1
2
3
 ACKNOWLEDGEMENT

I would like to express my sincere gratitude to all those who have supported and guided me
throughout my 45-day summer internship at India Post Payments Bank (IPPB). This
experience has been immensely rewarding, and it would not have been possible without the
assistance and encouragement of many individuals.

First and foremost, I extend my heartfelt thanks to the management of IPPB for granting me
this opportunity to intern at such a prestigious institution. Their forward-thinking approach
and commitment to financial inclusion have been truly inspiring.

I am deeply grateful to my internship supervisors, Shalin Singh (Manager) and Vinay

choudhary (Branch manager), whose constant support, insightful feedback, and valuable
advice have been crucial to my learning and development. Their willingness to share their
expertise and experiences has significantly enhanced my understanding of the banking sector.

I would also like to acknowledge the contributions of all the team members across various
departments at IPPB. Their collaborative spirit, patience in answering my questions, and
practical demonstrations of the bank's operations have greatly enriched my internship
experience. Special thanks to the customer service, technology, and field operations teams for
their guidance and for providing me with hands-on experiences.

My gratitude extends to Maharishi Markendeshwar University for their continuous support

and for facilitating this internship opportunity. The knowledge and skills I have gained during
this internship will undoubtedly benefit my academic and professional journey.

Finally, I would like to thank my family and friends for their unwavering support and
encouragement throughout this internship. Their belief in me has been a source of motivation
and strength.

Thank you.

Tikshit Mittal

4
 Declaration

I, Tikshit Mittal, a student of B.Com (Hons) at Maharishi Markandeshwar University, hereby

declare that the summer internship report titled "Evaluating Product and Service Offerings: A
Case Study of India Post Payments Bank" is an original work carried out by me during my
internship at India Post Payments Bank (IPPB) from 10th June to 25th July 2024, under the
guidance of Mr. Shalin Singh (Manager) and Mr. Vinay Choudhary (Branch Manager).

This report has not been submitted to any other university or institution for the award of any
degree or diploma. The work presented in this report is a true reflection of my efforts and
observations during the internship period, and all sources of information used have been
acknowledged.

I hereby affirm that the contents of this report are based on my own study and research, and it
adheres to the ethical guidelines and principles of my institution.

Tikshit Mittal

B.Com (Hons)

Maharishi Markandeshwar University

5
 PREFACE

The completion of this summer internship report marks the culmination of an enriching and
enlightening journey at INDIA POST PAYMENTS BANK (IPPB). This internship has
provided me with a unique opportunity to delve into the intricacies of a pioneering institution
in the financial sector, particularly focusing on its mission to drive digital financial inclusion
across India.

During my tenure at IPPB, I was privileged to observe and participate in various operations
that highlight the bank's commitment to bridging the financial divide, especially in rural and
semi-urban areas. This experience has not only broadened my understanding of the banking
industry but also underscored the significance of innovative financial solutions in fostering
economic empowerment.

The report is structured to provide a comprehensive analysis of a specific area within IPPB,
chosen based on its relevance and potential impact. Through this focused study, I aim to shed
light on the strategies, challenges, and achievements that define IPPB's operations in this
domain.

I extend my heartfelt gratitude to my supervisors and colleagues at IPPB for their unwavering
support, guidance, and insights throughout this internship. Their expertise and encouragement
have been invaluable in shaping this report. Additionally, I am grateful to my academic
mentors for their continuous support and for providing me with this opportunity.

This report is a reflection of my journey over the past 45 days, enriched with practical
knowledge, analytical insights, and a deeper appreciation for the role of payments banks in
fostering financial inclusion. I hope this report will serve as a useful resource for
understanding the operational dynamics and strategic initiatives of INDIA POST
PAYMENTS BANK.

6
 CERTIFICATE FROM THE FACULTY GUIDE

This is to certify that MR. TIKSHIT MITTAL student of B.com 3rd year of MAHARISHI
MARKANDESHWAR (DEEMED) TO BE UNIVERSITY. MULLANA has undertaken the
project entitled “EVALUATING PRODUCT AND SERVICE OFFERINGS:A CASE STUDY
OF INDIA POST PAYMENTS BANK " in INDIA POST PAYMENTS BANK Under me
guidance and supervision for the partial fulfillment of the requirement for the degree of
Bachelor of Commerce (B.COM).

Ms. Shivani Arora

(Project Guide)

7
 TABLE OF CONTENT

Item No. Particulars Page No.

Certificate from Organisation 2
Acknowledgement 3
Declaration 4
Preface 5
Certificate from the Faculty Guide 6
Executive Summary 9

Chapter 1: Introduction 9-10

1.1 Background Of The Report
1.2 Origin of the report
1.3 Objective of the study

Chapter 2: Industry Profile 11-13

2.1 Banking Sector in India
2.2 Regulatory framework
2.3 Key Players
2.4 Market Dynamics

Chapter 3: Company Profile 14-18

3.1 History of India Post Payments Bank
3.2 Mission
3.3 Vision
3.4 Organizational Structure

3.5 Value Proposition

Chapter 4: Research Methodology 19-23

4.1 Data collection
4.2 Field visits and Camps
4.3 Customer Feedback

Chapter 5: Analysis and Findings 24-50

5.1 Analysis of IPPB’s products and services
5.2 IPPB’S Payments
5.3 Customer Outreach Efforts

8
5.4 Technological Integration

Chapter 6: Conclusion 51-54

6.1 Key findings and Insights
6.2 IPPB’s Achievements
6.3 Areas for Improvement

Chapter 7: Suggestions and Recommendations 55-59

7.1 Enhancing Digital Literacy
7.2 Addressing Technical Issues
7.3 Increasing Outreach Programs

Appendix 59-60

Bibliography 60-61

9
 EXECUTIVE SUMMARY

This Internship report is aimed at providing different areas of Product and Service of India
Post Payments Bank. The report has been divided into seven parts. The first chapter is the
Introduction; Second chapter gives an overview of the payments banking sector in India,
highlighting key players and market dynamics; Third chapter contains details IPPB's
history, mission, organizational structure, and strategic goals within the financial services
industry; The Fourth chapter is the project part which consists Describes the methods used
for data collection, including field visits, interviews, and analysis of company documents
and customer feedback, Chapter Five is focused on the analysis of IPPB's products and
services, customer outreach efforts, technological integration, and operational efficiency,
Chapter six summarizes the key findings and insights from the internship, highlighting
IPPB's achievements and areas for improvement, Lastly Chapter seven Offers
recommendations for enhancing IPPB's product offerings, customer education, and
leveraging technology for better service delivery..

As a mandatory requirement to complete Bachelors of Commerce (B.Com) program at

Maharishsi Markandeshwar University, this report has been written. Throughout my
overall study I have mainly tried to critically review the General Banking Activities of
India Post Payments Bank (Yamunanagar Branch).

10
 CHAPTER – 1

INTRODUCTION

1.1 Background of the report

As a student of Bachelors of Commerce (B.Com) I was sent to India Post Payments Bank to
conduct a practical orientation for fulfilling the requirement of 45 Days internship. The main
purpose of the program is to expose the students to real world situation. The goal of this
analysis is to apply classroom learning in practice.

1.2 Origin of the report

This report is the result of 45 days long internship program conducted at India Post
Payments Bank. Internship is the best learning process to know about the organization and
cope up the environment in such a way like professional employees. The experience that I
got by working as an intern will help me in future.

1.3 Objective of the study

Primary Objective –

The primary objective of this internship study is to evaluate the effectiveness of India Post
Payments Bank's (IPPB) product and service offerings in promoting financial inclusion,
particularly in underserved and rural areas of India. This involves analyzing how well these
products meet the needs of the target audience and identifying key factors that contribute to
or hinder their adoption and usage.

Secondary Objectives -

1. Assess Customer Outreach Strategies:

o To examine the methods and strategies employed by IPPB to enhance customer
outreach and engagement, focusing on their effectiveness in increasing
customer base and satisfaction.
2. Analyze Technological Integration:

11
 o To evaluate the role of technology in improving IPPB's service delivery,
operational efficiency, and customer experience, identifying key technological
advancements and their impact.
3. Identify Challenges and Opportunities:
o To identify the main challenges faced by IPPB in its mission to expand financial
services and explore potential opportunities for growth and improvement.
4. Operational Efficiency:
o To analyze the operational processes of IPPB, including branch network
management and service delivery mechanisms, assessing their efficiency and
effectiveness.
5. Provide Recommendations:
o To offer actionable recommendations for enhancing IPPB's product offerings,
customer education initiatives, and overall operational strategies based on the
findings of the study.

12
 CHAPTER – 2

INDUSTRY PROFILE

2.1 Banking Sector in India

The financial services industry in India has witnessed significant transformation over the past
few decades, driven by technological advancements, regulatory reforms, and a strong push
towards financial inclusion. Within this landscape, payments banks have emerged as a unique
model aimed at providing basic banking services to underserved and unbanked populations.
This chapter provides an overview of the payments banking sector in India, highlighting its
evolution, key players, regulatory framework, and market dynamics.

The concept of payments banks was introduced by the Reserve Bank of India (RBI) in 2014
as part of its efforts to enhance financial inclusion and expand access to banking services.
Unlike traditional banks, payments banks are restricted from lending activities and focus
primarily on accepting deposits, offering remittance services, and facilitating payments and
financial transactions. This model is designed to cater to the needs of low-income
households, small businesses, and migrant workers who often lack access to conventional
banking services.

Figure 2.1

13
2.2 Regulatory Framework

The operations of payments banks are governed by the guidelines issued by the Reserve Bank
of India (RBI). Key regulatory aspects include:

• Capital Requirements: Payments banks are required to have a minimum paid-up

equity capital of ₹100 crore and must maintain a leverage ratio of not less than
3%.
• Permissible Activities: Payments banks can accept demand deposits, offer
remittance services, issue ATM/debit cards, and facilitate payments and financial
transactions. However, they are not allowed to engage in lending activities or
issue credit cards.
• Customer Protection: Payments banks must adhere to strict customer protection
and data privacy norms, ensuring transparency and security in their operations.

2.3 Key Players in the Sector

Since the introduction of payments banks, several entities have entered the market, leveraging
their existing infrastructure and customer base to offer banking services. Notable players in
the payments banking sector include:

1. India Post Payments Bank (IPPB): Leveraging the vast postal network of India
Post, IPPB aims to provide accessible and efficient banking services across the
country, particularly in rural and remote areas.

2. Airtel Payments Bank: Backed by Bharti Airtel, one of India's leading telecom
operators, Airtel Payments Bank focuses on integrating mobile and banking
services to offer convenient financial solutions.
3. Paytm Payments Bank: An extension of the popular digital wallet Paytm, Paytm
Payments Bank aims to provide seamless digital banking experiences, targeting
tech-savvy users and small merchants.

14
 4. Fino Payments Bank: Fino Payments Bank leverages its extensive agent network
to deliver banking services to underserved communities, focusing on rural and
semi-urban areas.

2.4 Market Dynamics

The payments banking sector in India is characterized by rapid growth and increasing
competition. Key market dynamics include:

• Technological Advancements: The adoption of digital technologies and mobile

banking platforms has revolutionized the delivery of banking services, making them
more accessible and convenient for customers.

• Partnerships and Collaborations: Payments banks often collaborate with fintech

companies, telecom operators, and government agencies to expand their reach and
enhance service offerings.

• Financial Inclusion Initiatives: Government initiatives such as Pradhan Mantri Jan

Dhan Yojana (PMJDY) and Direct Benefit Transfer (DBT) schemes have played a
crucial role in driving the adoption of payments banking services among the unbanked
population.

• Challenges: Despite the growth, payments banks face challenges such as high
operational costs, regulatory compliance, and the need to build customer trust and
awareness.

15
 CHAPTER – 3
COMPANY PROFILE

3.1 History of India Post Payments Bank

India Post Payments Bank (IPPB) was setup under the Department of Post, Ministry of
Communication with 100% equity owned by Government of India. IPPB was launched as a
pilot project on 30 January 2017 in Ranchi (Jharkhand) and Raipur (Chhattisgarh), with the
objective of being present across India by the FY 2018-2019. IPPB has expanded its strength
across India covering post offices, through a network one Branch and 649 Banking outlets
manned by Business Correspondents, working on a hub and spoke model.

IPPB leverages the vast postal network of India Post, one of the world’s largest postal
systems, to reach even the most remote areas of the country.

Figure 3.1

Operational Strength

• One controlling branch and 649 Banking outlets (~one banking outlet in every district)
• 1,36,078 Post Offices across urban and rural India, activated as banking access points
• 22,251 Head Post Offices and Sub Post Offices across urban and rural India to deliver
banking services
• 2 Lacs+ Postmen/GDS to provide Doorstep banking services

16
3.2 Mission

• To remove barriers for the unbanked and underbanked population by using innovative
and effective banking solutions.
• To reach every household in India by leveraging the extensive postal network.
• To offer a range of simple and convenient banking products and services.

3.3 Vision

“Building the most accessible, affordable, and trusted bank for the common man in India.

3.4 Organizational Structure

IPPB's organizational structure is designed to support its mission of widespread

financial inclusion. The bank operates through a three-tier structure:

1. Corporate Office:
1. Located in New Delhi, the corporate office is responsible for strategic
planning, policy formulation, and overall management of the bank's
operations
2. Circle Offices:
2. IPPB has 23 circle offices, corresponding to the postal circles, overseeing
regional operations and ensuring the implementation of policies and
strategies at the local level.
3. Branch Network:
3. The bank operates through a network of branches and access points,
including post offices and mobile banking facilities, to provide services
across urban, semi-urban, and rural areas.

17
 Figure 3.2

3.5 Value Proposition

Accessibility:
IPPB will be leveraging the vast postal network of nearly 1.55 lakh post offices and 3.0 lakh
postal employees in every district, town and village of the country to serve you. As we continue
to expand our services to every doorstep, our postman will become your trusted financial
services advisor, working hard to ensure that you get what you need - be it receiving your
money in the fastest way possible, using it at ease for essentials, saving for your loved ones, or
even investing for a bright future. For us, every customer is important, every transaction is
significant, and every deposit is valuable no matter what the value.

That is what we truly mean when we say – Aapka Bank, Aapke Dwaar.

Figure 3.3

18
Approachability:
Last mile delivery of services through the postman – a son of the soil and a friend, philosopher
and financial guide to the people.

Figure 3.4

Ease:
IPPB integrates easily with the existing bouquet of post office services, extends the
services though a frictionless shift.

The last mile delivery agent is empowered with financial knowledge and intuitively designed
digital tools to offer financial services and guidance with relative ease.

Digital Ecosystem:

▪ Macro-Level
IPPB’s 360-degree payments suite creates transparency, removes corruption and
leakages and contributes to a less-cash economy.

▪ Individual-Level
Provides customers with the ability to transact without cash through digital channels
and enable small businesses to accept digital payments, thus closing the loop.

19
Our Aspiration: Your Financial Empowerment

• Wealth grows from wealth – even small savings can go a long way towards ensuring
a better future
• Securing the unsecured – small investments and insurance to protect you against
unforeseen events
• Ensuring financial freedom – money in your hands whenever you need it

India Post Payments Bank is gearing up to lead the next revolution of banking as one of the
largest financial inclusion networks in India, covering both urban and rural areas. Our new
model of banking aims to enable individuals, small businesses, merchants and others to utilise
full-fledged digital banking services. We are paving the way for India's largest banking network
to reach every corner of the nation.

We endeavour to stay true to our motto -

‘Every customer is important, every transaction is significant and every deposit is valuable,
no matter the value.

Figure 3.5

20
 CHAPTER – 4

RESEARCH METHODOLOGY

4.1 Introduction

This chapter outlines the research methodology employed to evaluate the product and service
offerings of India Post Payments Bank (IPPB). The methodology is designed to ensure a
comprehensive and systematic analysis of IPPB’s operations, customer outreach, and overall
impact on financial inclusion. It includes the research design, data collection methods, and
analytical techniques used to gather and interpret the data.

Data collection

Data collection for this study was conducted through a combination of primary and secondary
sources. The methods employed include:

1. Primary Data Collection:

o Interviews:
▪ Conducted structured interviews with IPPB staff, including managers
and front-line employees, to gather firsthand information about the
bank’s operations and customer service strategies.
o Surveys:
▪ Distributed questionnaires to a sample of IPPB customers to collect
quantitative data on their experiences, satisfaction levels, and usage
patterns.
o Field Visits:
▪ Undertook visits to various IPPB branches and access points to observe
operations, interact with customers, and understand the on-ground
challenges and successes.

21
 Figure 4.1,4.2

2. Secondary Data Collection:

o Document Analysis:
▪ Reviewed official documents, reports, and publications from IPPB, the
Reserve Bank of India, and other relevant sources to gather
background information and statistical data.
o Literature Review:
▪ Analyzed existing literature on payments banking, financial inclusion,
and digital banking to contextualize the study and compare IPPB’s
initiatives with industry standards and best practices.

4.2 Field visits and Camps

During the internship, field visits and camps were integral to the data collection process,
providing direct interaction with customers and community members. These activities were
aimed at understanding the real-world impact of IPPB’s services and identifying areas for
improvement. My experiences during these visits and camps are detailed below:

4. Organizing Camps in Small Villages:

Camps were set up in various small villages to reach out to unbanked and underbanked
populations. These camps served as temporary banking hubs where villagers could
open accounts, link their Aadhaar, and learn about IPPB's services. The process

22
involved setting up mobile banking units equipped with necessary technology and staff
to assist the villagers.

Figure 4.3

Figure 4.4

23
 5. Engaging with the Community:

During these camps, I engaged directly with the villagers, discussing their financial
needs and challenges. Many villagers expressed concerns about accessibility to banking
services, lack of awareness about digital banking, and difficulties in receiving
government subsidies. Through these discussions, I gained valuable insights into the
socio-economic factors influencing their banking behaviors.

6. Customer Education:

A significant part of the camps was dedicated to educating villagers about the benefits
of linking their Aadhaar to their IPPB accounts, the importance of having a savings
account, and the affordable insurance products offered by IPPB. Demonstrations and
informational sessions were conducted to explain how these services could improve
their financial well-being.

7. Identifying Challenges and Solutions:

The field visits highlighted several challenges, such as low digital literacy, limited
access to internet services, and mistrust towards banking institutions. Solutions
discussed with the community included increasing the frequency of such camps,
providing ongoing digital literacy training, and improving customer service at local
post offices to build trust and reliability.

24
 4.3 Customer Feedback

Customer feedback was collected through surveys and interviews to assess satisfaction levels,
usage patterns, and perceptions of IPPB’s services. The findings from this feedback are
categorized into several key areas:

1. Customer Satisfaction:
o Overall, customers expressed high levels of satisfaction with IPPB’s services,
citing the convenience of accessing banking services through local post offices
and the simplicity of the account opening process.
2. Service Utilization:
o Customers reported frequent use of IPPB’s digital payment solutions,
particularly for remittances and bill payments. The ease of using the IPPB
mobile app was highlighted as a significant advantage.
3. Challenges:
o Some customers faced challenges related to technical issues with the mobile
app and delays in service delivery at certain branches. There were also
concerns about the availability of information and assistance for less tech-
savvy individuals.

25
 CHAPTER - 5
ANALYSIS AND FINDINGS

5.1 Analysis of IPPB’s Products and Services

A.) Savings Accounts:

• IPPB offers various types of savings accounts, including regular savings accounts,
digital savings accounts, and basic savings bank deposit accounts. The savings
accounts are designed to cater to different customer needs, with features such as no
minimum balance requirements, attractive interest rates, and easy access through the
extensive postal network.
• Customer Feedback: Customers appreciate the convenience of opening and
operating these accounts, especially in rural areas where traditional banking services
are limited. However, some customers have reported delays in account activation and
occasional technical glitches during transactions.

Savings Accounts is categorised into :

1.) Premium Savings Account : Premium Khata is a variant of IPPB Savings Bank Account
which is offered to customers who are willing to subscribe to the Premium account services
and avail our value added services.

• Key Account Features and Benefits:

• Free Doorstep Banking

• Free Cash Deposit and withdrawal
• Can be linked to a POSA (Post Office Savings Account)
• *Cashback on Virtual Debit Card induced transactions.
• *Cashback on Electricity Bill Payment.
• *Cashback on issuance of Digital Life Certificate/ Jeevan Pramaan Certificate.

26
 Figure 5.1

2.) Regular Savings Account : The Regular Savings Account can be opened at the bank’s
access points and your doorstep. This account can be used to keep funds secure, withdraw
cash, deposit money and perform easy remittances, besides a host of other benefits. In
addition, interest can be earned on the money kept in this account and the cash withdrawals
allowed in this account are unlimited.

Key Account Features and Benefits:

• Banking at your convenience

• Instant and paperless account opening using Aadhaar as per the applicable rules
• *Easy and convenient Non-eKYC account opening
• RuPay Virtual Debit Card for online transactions
• No monthly average balance required to be maintained
• The account can be opened with zero balance
• Free monthly e-statement
• Mini statement through SMS
• Simplified banking services through QR card
• Instant fund transfer through IMPS
• Easy bill payment and recharges
• Can be linked to POSA (Post Office Savings Account)
• Send and receive money using BHIM UPI

27
 Figure 5.2

3.) Digital Savings Account : For the people who are tech savvy and comfortable with
technology, IPPB’s Digital Savings Account is the best way to onboard yourself through the
IPPB Mobile App. This app can be downloaded from the play store on your Android phone
and also available on app store for iPhone users. Anyone above the age of 18 years, having
Aadhaar and PAN card, can open this account. The account can be opened instantly from the
comfort of your home, which means banking anytime, anywhere.

Key Account Features and Benefits:

• Banking at your convenience

• Instant self on-boarding
• RuPay Virtual Debit Card for online transactions
• No monthly average balance required to be maintained
• The account can be opened with zero balance
• Free monthly e-statement
• Easy bill payments and recharges

Key Points to remember while opening a Digital Savings Account:

• Individuals must be above 18 years of age

• Complete the KYC formalities within 12 months
• KYC formalities can be done by visiting any of the access points or with the help of the
GDS/Postman, after which the Digital Savings Account will be upgraded to a Regular
Savings Account
• A maximum yearly cumulative deposit of Rs. 1,20,000 is allowed in the account

28
 • The account is subject to closure if the KYC is not completed within 12 months of
account opening. Customers may approach the nearest IPPB banking outlet/branch to
get more details about the closure proceedings.
• The Digital Savings account can be linked to a POSA (Post Office Savings
Account) after completion of KYC within 12 months.
• Make Bill Payments, in store merchant Payments and payment towards eligible Post
Office Savings Schemes
• Overall transaction value cap on monthly basis
• Not having Aadhar based OTP account with any bank nor shall be opened after opening
digital account with IPPB

4.) Basic Savings Account : This savings account has all the features and benefits offered by
the Regular Savings Account (except that it allows only four free customer induced debit
transactions in a month). The aim of the basic savings account is to provide primary banking
services at a very nominal charge.

Key Account Features and Benefits

• Banking at your convenience

• Instant and paperless account opening using Aadhaar as per the applicable rules
• *Easy and convenient Non-eKYC account opening
• RuPay Virtual Debit Card for online transactions
• No monthly average balance required to be maintained
• The account can be opened with zero balance
• Free monthly e-statement
• Mini statement through SMS
• Simplified banking services through QR card
• Instant fund transfer through IMPS
• Easy bill payment and recharges
• Can be linked to a POSA (Post Office Savings Account)
• Send and receive money using BHIM UPI

29
B.) Current Accounts:

• IPPB offers the facility of a Current Account to the small merchants/ kirana stores and
individual businessmen. This account is a prerequisite for carrying out and expanding
business. IPPB’s Current Account gets you started on the road to digital transactions
for your business needs. Along with this, IPPB also offers a Merchant App for meeting
business requirements. The current account can be opened at the Post Office Counters
or at your doorstep through our Postman/GDS.
• Customer Feedback: Small business owners and merchants find current accounts
beneficial due to the ease of managing transactions and the availability of doorstep
banking. However, there is a need for more awareness and promotional activities to
increase adoption.

C.) Mobile Banking :

IPPB offers a state-of-the-art, simple, secure and easy-to-use Mobile banking service through
a Mobile app to access your IPPB account and carry out transactions from the convenience of
your mobile phone.

• Opening a Digital savings account (new customer)

1. Download the IPPB app on your android phone from the google play store to activate
banking services on the go
2. Open your digital savings account by following on-screen instructions

• Process to register for IPPB’s mobile banking (existing customers)

Get benefits of our mobile banking facility by linking your registered mobile number with your
IPPB account, opened at the Post Office/ through our Postman/ GDS at your door:

Step 1: To activate banking services on the go, download the IPPB app on your android phone
from the google play store

Step 2: Enter the details mentioned below:

• Account number

30
 • Customer ID (CIF) and DOB
• Registered mobile number

Step 3: You will receive a one-time-password (OTP) on your registered mobile number

Step 4: Set MPIN

Step 5: Enter the OTP

Facilities you can get from IPPB’s mobile banking services

Our mobile banking services are hosted on a platform which is modern, secure and convenient.
Currently available services on Mobile Banking:

• Account balance enquiry

• Request for a statement of your account
• Transfer funds within the bank
• Transfer funds to other bank accounts
• Pay water, electricity and utility bills
• Recharge prepaid and DTH (direct-to-home) services
• Payment towards eligible Post Office Savings Schemes
• Send and receive money using BHIM UPI
• Manage your funds with the linked POSA (Post Office Savings Account) by using
Sweep-in and Sweep-out facility

Figure 5.3

31
D.) SMS Banking:

India Post Payments Bank, provides the facility of SMS banking so that customers can
quickly access the account details on their mobile phones, simply by sending an SMS to the
IPPB’s SMS Banking number 7738062873.

Unique features of SMS banking:

• Compatible with all mobile handsets

• Internet not required
• Accessible anywhere, 24x7

To utilise the services, just follow two simple steps:

• Register your mobile number with us for SMS banking

• Send keyword “REGISTER” to 7738062873 from your mobile number, linked to your
savings/ current account

Figure 5.4

E.) Missed Call Banking:

To add to your convenience of banking with IPPB, you can get your account information
without any hassles, through the facility of missed call banking. Register your mobile number
for IPPB’s missed call banking service and start availing the benefits.

Unique features of the Missed call banking

• Compatible with all mobile handsets

32
 • Internet not required
• Accessible anywhere, 24x7

To utilise the services, just follow two simple steps:

• Register your mobile number for missed call banking by giving a missed call
to 8424054994 from the mobile number linked to your savings/ current account.
• Then give a missed call to the following numbers to avail the services as below.

Figure 5.5

F.) Phone Banking:

IPPB’s phone banking provides the convenience to access your bank account from the
comfort of your home, while at work or on the move. You can get information on your bank
account, IPPB’s products & services and resolve queries. For this you need to call our Phone
Banking service call us on 155299.

Depending on the type of transaction, our phone banking services could be a combination of
IVR (Interactive Voice Response) and interaction with a teleoperator (agent assisted).
Transactions that cannot be completed through IVR will be assisted by a dedicated phone
banking officer.

You won't need to visit the bank branch for queries, complaints or selected service requests,
as all the necessary information can be provided by IPPB’s phone banking services. At
present, phone banking services are available in 13 languages through the IVR mode and

33
eight languages through the agent-assisted channel, which will also be extended to 13
languages in the near future, giving you immediate access to IPPB’s products and services.

Benefits of IPPB’s Phone Banking

• 24x7 access account information

• Immediate response to your queries
• Save time and money by avoiding visits to the bank
• Schedule Doorstep banking services through phone banking

IPPB's Phone Banking Services

• Information on IPPB’s products/services

• Information on the last five transactions
• Call-back function
• Queries related to interest rates
• Account-related information
• Issuing of account statement
• Book a request for Doorstep banking services
• Balance and transaction-related details
• Any other banking-related queries

G.) IPPB And POSA Linkage :

The Post Office Savings Account (POSA)

POSA holds a significant place in fostering savings as it reaches out to the remotest part of
India which has a limited reach of banking services.
Some of the key features of a POSA are that it can be opened by cash only with a minimum
initial deposit of Rs. 500. It facilitates easy account transfer from one post office to another
with no lock-in or maturity requirements. POSA offers 4% rate of interest per annum.

Linkage Process of POSA and IPPB Account

The IPPB savings account allows the customer to link the account with POSA. In case the

34
customer opts for such linkage, any account balance above Rs. 2 lakh at the end of the day is
transferred to the linked POSA account.

Process:

• Customer must have active individual POSA account to link it with IPPB savings
account.
• POSA account can be linked at the time of opening IPPB account or post opening of
IPPB account through Doorstep service or at the IPPB Access Point.
• At the time of linking POSA account customer needs to produce his/her POSA passbook
to GDS/Postman in case of Doorstep service or to counter staff at Access Point.
• SMS notification shall be sent to the customer’s registered mobile number post
successful linkage of POSA account.

Note: POSA linkage is not available with Digital savings account, However, applicant can link
POSA account post conversion from Digital savings account to savings account.

Figure 5.6

Benefits of Linking the POSA and IPPB

• Automatic transfer of funds from IPPB to the POSA when it exceeds the limit of Rs.
2 lakh.
• If day end balance exceeds the limit, rather than rejecting the transaction the system
will transfer the excess funds to POSA.
• It is possible to transfer whole balance at a time from IPPB account to POSA account
as it does not have maximum balance limit.

35
 • Customer can manage funds through IPPB mobile banking app with Sweep-in and
Sweep-out facility. For Timings to avail this facility please refer to the Sweep Service
Timings section below.
• Account holder can withdraw / deposit cash via. IPPB savings account.

Sweep-in and Sweep-out Facility

Sweep-in and Sweep out facility enables IPPB customer to manage funds conveniently. Any
amount above Rs. 2 Lakh will be swept out into the linked POSA account. At times, our savings
accounts exceed the maximum limit and stays idle with interest benefit. Sweep facility
facilitates easy transfer of funds (both automatic and manually) from account holder’s savings
account to POSA account and helps account holder to earn higher interest.

Features:

• No limits on minimum amount to be withdrawn

• No extra charges for Sweep-in or Sweep-out facility
• The sweep-in and Sweep-out service can be availed through assisted channels like
Doorstep Service and Access Point besides the self- service through IPPB Mobile App
• Single Sign-on for both the accounts on the mobile app to check balances.

Sweep Services Timings:

• Sweep-in services are available from Bank-Begin of Day* to 11.00 PM subject to

availability of funds in Sweep in account on all days.
• Sweep out services are available 24*7 on all days.

36
H.) Digital Life Certificate for Pensioner

Digital Life Certificate (Jeevan Pramaan) is a biometric enabled digital service for pensioners.
Pensioners of central or state government, Employees’ Provident Fund Organisation or any
other government organization whose pension disbursing agency is live for DLC can take
benefit of this facility. They need not visit the office of disbursing agency for physical
submission of life certificate and instead may use the Aadhaar enabled biometric authentication
mechanism to generate DLC.

Leveraging the extensive postal network of Department of Posts (DoP), India Post Payments
Bank (IPPB) with its unique ability to deliver services at the doorsteps of the pensioners in an
assisted mode, is now facilitating the generation of DLC based on the integration with
application designed and maintained by National Informatics Centre (NIC), Government of
India.

About DLC Services

• This service is available for IPPB and non-IPPB customers.

• To avail DLC service, a customer can contact the nearest post office or place a request
for a doorstep visit by the postman/Grameen Dak Sevak. Department of Posts have also
enabled scheduling of doorstep request through the Post Info app or through the website
“ http://ccc.cept.gov.in/covid/request.aspx ” .
• Issuance of DLC is a completely paperless, seamless and hassle free process, and the
certificate is generated instantly.
• On successful completion, a Pramaan ID is generated that is shared with pensioner by
NIC directly.
• Once the Pramaan ID is generated, pensioners may download the DLC through the link
https://jeevanpramaan.gov.in/ppouser/login.
• For every successful generation of DLC, a nominal fee of Rs. 70 (inclusive of GST/
CESS) will be charged.
• There will be no doorstep charges levied for IPPB or non-IPPB customers for issuance
of DLC.

37
 Figure 5.7

Important Points

1. Pre-requisites for generating DLC:

o Pensioner must have an Aadhaar number

o Pensioner must have an existing mobile number

o Registration of the Aadhaar number with pension disbursing agency (bank/ post
office etc.) should be done already

o Pensioner should also keep the following details handy**:

▪ Type of pension

▪ Sanctioning authority

▪ Disbursing agency

▪ PPO number

▪ Account number (pension)

** In case the pensioner has got the DLC generated in the previous years, then these details are
auto-populated.

2. Request for Door Step Banking is available for all pensioners whose pension disbursing
agency is live on DLC. List of sanctioning authorities & disbursing agencies are available
on https://jeevanpramaan.gov.in/misc/circular

38
I.) Domestic Money Transfer

A large number of people in India, particularly the migrant population, doesn’t have access to
formal banking channels for want of proof of identity/address etc. This lead to innumerable
hardships faced by them while attempting to remit money back to their family members. This
is happening even when various channels for Domestic Money Transfers (DMT) are available
viz. IMPS, UPI, NEFT, RTGS etc.

India Post Payments Bank (IPPB) has already made Money Transfer products like IMPS,
assisted UPI, NEFT, RTGS available for IPPB customers and interoperable AePS for non-
customers. The newly introduced Domestic Money Transfer to facilitate fund transfer (cash to
account) facility to walk-in customers (not holding an account with IPPB) will enable millions
of unbanked migrant population to meet their family’s financial need by remitting fund to their
loved ones on regular basis or during any such special need.

This product design brings seamless remittance experience to the customers backed by
technology interface through Postman/ GDS/ Access Points Counters and simultaneously
ensures hassle-free & affordable fund transfer service for the migrant population. This cash to
Bank A/c remittance service is offered across more than 1.36+ lakhs Access Points (Post
Offices) across India.

Figure 5.8

39
Product Highlights

• Send money instantly

• Allowing cash to account fund transfer for Non-IPPB Customers/ Remitters.
• Instant confirmation to remitter via SMS
• Safe and secure transaction
• This service is available across all the access points of IPPB (CBS & MATM)
• Remitters’ identification to be done using Mobile Number
• Lowest service charge of 1% of transaction value (minimum service charge of Rs. 10),
inclusive of GST & Cess (if applicable)

Services Available to customers (Remitters)

• DMT Registration (with mobile number only) with an option to upgrade it to Full
KYC* (with mobile number, Aadhaar number & PAN) to enjoy higher limits
• Modification of mobile number, in case of full KYC customers
• Beneficiary – Registration, Inquiry & Deletion
• Fund transfer
• Transaction Inquiry
• Refund, in case of failed attempts
• Complaint Management
• Remitter Profile upgradation*, if customer wishes/ requires transfers with higher limits

Steps Involved

• Locate your nearest IPPB access point/ agent for fund transfer
• Remitter Registration (one time, if not done)
• Beneficiary Registration (one time, if not done)
• Fund Transfer
• Remitter Profile upgradation, if customer wishes/ requires transfers with higher limits
• Refund process (in case of any declines)

40
5.2 Analysis of IPPB’s Payments :

A.) Bills Payments :

Bill Payments is one of the widely utilized and popular products which is been available to
IPPB Account holders since IPPB has started its operation. We are glad to inform that IPPB
has revamped its bill payment platform and also IPPB is now live on NPCI’s BBPS platform
as COU. Customers can access all the billers available in BBPS system now and we can process
the bill payments of non-IPPB customers, by accepting the payment in cash mode as well.

Benefits:

▪ Customer can make payment for ad-hoc or after fetching the bills
▪ Recurring Bill Payment, by enabling Standing Instruction
▪ One click bill payment for the registered billers
▪ Updated transaction history
▪ IPPB will send the transaction alerts and reminders
▪ Updated user experience
▪ Customers can raise / track complaints online for BBPS transactions
▪ Addition, deletion, and modification of billers is enabled for easy access

Categories Available:

▪ Mobile Recharges
▪ Mobile post-paid
▪ DTH
▪ Landline
▪ Broadband
▪ Cable TV
▪ Electricity
▪ Fastag
▪ Water
▪ GAS and Piped GAS
▪ Insurance Top of Form
▪ Education Fees
▪ Loan Repayment

41
 ▪ Housing Society
▪ Subscription
▪ Credit card
▪ Municipal Tax

B.) Remittances and Fund Transfers :

India Post Payments Bank (IPPB) customers can choose from a variety of payment options to
transfer money to their family and relatives.
Customers can enjoy IPPB’s economic and hassle-free services for sending money anywhere,
anytime, across India.

• Immediate Payment Service or IMPS

IMPS is an electronic fund transfer service for transferring money to any receiver having an
account in any other bank. IMPS facility is available 24x7 and the money is credited
immediately. Hence, customers can use this facility to receive or send money any time, even
duringholidays.

IMPS services can be availed through IPPB’s mobile banking application or by visiting the
respective access point (Post Office) counters or by using our Doorstep banking services.

• National Electronic Fund Transfer or NEFT

National Electronic Funds Transfer (NEFT) is a nation-wide payment system that facilitates
funds transfer. Under this facility, IPPB account holders can electronically send money to any
individual, firm or corporate that has an account with any other bank branch in the country,
participating with NEFT using account number + IFSC .

NEFT services can be availed through IPPB’s mobile banking application, or by visiting the
respective access point (Post Office) counters, or by using our Doorstep banking services.

42
 • Real Time Gross Settlement or RTGS

IPPB also offers RTGS facility for high-value transactions; above Rs. 2 lakhs. Customers can
transfer and receive money via RTGS, using their account number and IFSC code. RTGS
services can be availed using IPPB’s Mobile banking app. These services are also available at
selected access points (post offices).

• UPI (Unified Payment Interface)

UPI is a secure and easy way of making payments instantly and at any time through your mobile
phone. It allows customers to send and receive money using their smartphones and virtual
payments address (VPA) commonly known as UPI ID – it does not require any bank account
information. Therefore, customers do not need to know the payee's or payer’s bank account
details. Customers can make faster payments to their peers and merchants. IPPB offers UPI
services through various platforms, including:

• IPPB Mobile Banking App

• DakPay App

• MicroATM (Assisted Mode)

• Aadhaar Enabled Payment System (AEPS)

Aadhaar Enabled Payment System (AEPS) is a payment service that allows a bank customer
to use Aadhaar as his/her identity to access his/her Aadhaar enabled bank account and perform
basic banking transactions like balance enquiry, cash withdrawal, remittances through a
Business Correspondent.

43
C.) Direct Benefit Transfers :

The Direct Benefit Transfer (DBT) Scheme was launched in 2013 by the Government of
India with an aim to reduce leakages by cutting out middlemen and transferring
benefits/subsidies directly to the beneficiary’s bank account. With IPPB, utilizing the benefits
of DBT has been made easier. As a DBT beneficiary, all that you have to do is link your
Aadhaar number with your IPPB savings account for receiving your DBT money. You will
get the DBT money directly credited to your IPPB account, maintained at your neighborhood
post office.

D.) DoP Product Payment :

1. Sukanya Samriddhi Account

Bringing convenience at your doorstep with minimal charges, IPPB now introduces the
service of making payments to your Sukanya Samriddhi Accounts. The facility can be
availed through all the delivery channels – Counters, Doorstep & Mobile Banking App.

Benefits:
• IPPB provides you online payment facility to your Sukanya Samriddhi Account
• IPPB notifies you for successful payment transfer made through IPPB mobile
application.

Prerequisites:
• Customer should have an active SSA with Department of Posts
• Customer should be aware of the corresponding SSA account number and Customer
ID.

44
2. Public Provident Fund

Public Provident Fund is long term and popular scheme. It was introduced by the
National Savings Organisation in 1968 to help investors mobilise small savings.
Investments under the scheme have respectable returns, along with income tax benefits.

Benefits:
IPPB provides you online payment facility to your PPF Account.
IPPB notifies you for successful payment transfer made through IPPB mobile application.

Pre-requisites:
• Customer must have active PPF account with Post Office.
• For the instant payment, you should have PPF account number and customer ID.

3. Recurring Deposit Account

Delighting its customers, IPPB introduces a feature allowing you to make payments to
your recurring deposit account. The facility can be availed through multiple channels
like Doorstep services, Mobile banking and Post Offices counters.

Benefits:
• IPPB provides you online payment facility to your Recurring Deposit Account.
• IPPB notifies you for successful payment transfer made through IPPB mobile
application.

Prerequisites:
• Customer must have active Recurring Deposit account with Post Office.
• For the instant payment, you should have Recurring Deposit account number and
customer ID.

45
4. Postal Life Insurance/Rural Postal Life Insurance

Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI) are Life Insurance
products of Department of Post with a vision to spread the insurance cover through the
length and breadth of the country by utilizing the vast network of Post Offices. Taking
this vision ahead, PLI/RPLI premium payments can now be easily done through IPPB.
The facility can be availed through all the delivery channels – Counters, Doorstep &
Mobile Banking App.

Benefits:
• IPPB provides you with an online premium payment facility to your PLI/RPLI policy.
• IPPB provides you with a facility to set a Standing Instruction for recurring/successive
premium payments every month towards your PLI/RPLI policy.

Prerequisites:
• Customer should have an active PLI/RPLI policy with Department of Posts
• Customer should be aware of the corresponding PLI/RPLI policy number and Date of
Birth.

5. Loan Against Recurring Deposit

A customer who has a Recurring Deposit Account Post Office can easily avail loan
against it. After completing one year of Recurring Deposit account, Customer can
withdraw up to 50% of the balance.

D.) Cards :

(1.) QR Card

IPPB QR card redefines the way banking is done. It provides a unique, secure and convenient

way to access your account without the hassle of remembering your account number. You do

not need to remember your PIN/Password, as transactions can be initiated by using OTP (One

Time Password) authentication and showing any one of the valid OVDs (Officially Valid

46
Document)*. You can do cash transactions, money transfer, bill payments, or cashless

shopping using this card

In case of a lost or stolen QR card, the money will still be safe in your account as each

transaction is authenticated through OTP & OVD validation. IPPB QR is easy to

use. Follow these 3 simple steps:

1. Scan the code

2. Authenticate through OTP verification & OVD validation
3. Complete the transaction

Figure 5.9

Figure 5.10

47
(1.) Virtual Debit card

Debit cards are one of the most popular instruments these days for cashless transaction &
already a prominent mode for payment adopted in India. With growing business of
Ecommerce/ Online services in India, usage of debit card on ECOM/ Online merchant
transactions are increasing significantly, day by day.
India Post Payments Bank (IPPB) presents RuPay Virtual Debit Card to promote Government
of India’s digital payments mission and encouraging customers / merchants to shift towards
digital payments mode.

Figure 5.11

Key Features
IPPB RuPay Virtual Debit Card is a digital debit card which can be generated by the customers
on their mobile banking App. It allows IPPB customers to do digital transactions on
ecommerce/ online websites for purchasing of goods/ services/ paying bills etc. on RuPay
enabled portals/ payment gateways.

Some additional features of the card are as below:

• Card can be Self - Generated, Blocked, Unblocked from IPPB Mobile Banking App.
• Individuals can set their own per day limits.

48
• Acceptance on all RuPay enabled e-commerce site/ merchant site
• Attractive e-commerce offers, cashback on paying utility bills, instant discounts etc.
• Please refer below table for more information.

Figure 5.12

49
5.3 Customer Outreach Efforts

1. Field Visits and Camps:

• IPPB conducts field visits and organizes camps in small villages to reach unbanked
and underbanked populations. These initiatives help in opening accounts, linking
Aadhaar, and educating customers about IPPB’s services.
• Experience and Impact: During my internship, I participated in several such camps,
engaging with villagers to understand their financial needs and challenges. These
interactions highlighted the importance of continuous customer education and the
effectiveness of community-based outreach programs.

Figure 5.13

50
2. Customer Education Programs:

• IPPB implements customer education programs to enhance financial literacy and

awareness of digital banking. These programs are conducted through workshops,
informational sessions, and one-on-one interactions.
• Feedback: Customers find these programs beneficial in understanding the benefits of
banking services and improving their financial management skills. There is a need for
more frequent and comprehensive education initiatives to cover broader aspects of
financial literacy.

Figure 5.14

Figure 5.15

51
5.4 Technological Integration

1. Digital Platforms:

• IPPB has integrated various digital platforms, such as mobile banking apps, internet
banking portals, and USSD services, to provide convenient banking solutions.
• Feedback: The digital platforms are user-friendly and provide a range of services at
the customer’s fingertips. However, issues such as app crashes, slow response times,
and limited network coverage in rural areas need to be addressed.

2. Core Banking Solutions:

• IPPB’s core banking solutions enable seamless integration of banking operations,

ensuring real-time processing and enhanced security.
• Feedback: The core banking system is robust and efficient, but occasional technical
glitches and maintenance downtimes affect service delivery. Continuous upgrades and
maintenance are required to ensure smooth operations.

3. Biometric Authentication:

• IPPB uses biometric authentication for account opening and transactions, enhancing
security and reducing fraud.
• Feedback: Biometric authentication is effective in preventing unauthorized access
and ensuring secure transactions. However, some customers face difficulties with
fingerprint recognition, particularly elderly individuals and manual laborers with worn
fingerprints.

Figure 5.16

52
 CHAPTER – 6

CONCLUSION

6.1 Key Findings and Insights

This section summarizes the key findings and insights derived from the analysis of India Post
Payments Bank’s (IPPB) product and service offerings, customer outreach efforts,
technological integration, and operational efficiency.

Product and Service Offerings:

• IPPB provides a wide range of banking products, including savings accounts, current
accounts, remittance services, digital payment solutions, and insurance products.
These offerings are designed to promote financial inclusion by providing accessible
and affordable banking services.
• Customers appreciate the convenience and accessibility of IPPB’s services, especially
in rural areas. However, there are areas where improvements are needed, particularly
in enhancing digital literacy and providing technical support.

Customer Outreach Efforts:

• IPPB’s community camps and field visits are effective in reaching unbanked
populations and educating them about banking services. These initiatives help in
understanding customer needs and addressing their financial challenges.
• Direct interactions with customers during the internship highlighted the importance of
ongoing outreach and education programs to maintain customer engagement and trust.

Technological Integration:

• IPPB has successfully implemented various digital platforms, including mobile

banking apps, internet banking, and biometric authentication, to enhance service
delivery and security.

53
 • While the digital platforms are user-friendly, some technical issues such as app
crashes and network connectivity problems need to be addressed to ensure a seamless
customer experience.

Operational Efficiency:

• The extensive postal network and doorstep banking services significantly enhance
IPPB’s reach and accessibility. Continuous staff training and development programs
are essential for maintaining high service standards and operational efficiency.
• Feedback from field visits suggests that there is a need to improve efficiency and
customer service quality at some branches, particularly in remote areas.

6.2 IPPB's Achievements

Financial Inclusion:

• IPPB has played a crucial role in promoting financial inclusion by leveraging the
extensive postal network to provide banking services in remote and underserved
areas. The bank has successfully opened millions of accounts, bringing a large
number of unbanked individuals into the formal banking system.

Customer Satisfaction:

• IPPB has achieved high levels of customer satisfaction through its convenient and
accessible banking services. Customers appreciate the simplicity of opening and
operating accounts, as well as the reliability of remittance and digital payment
services.

Technological Advancements:

• The integration of digital platforms and biometric authentication has significantly

improved the efficiency and security of IPPB’s operations. These technological
advancements have made banking services more accessible and user-friendly for
customers.

Community Engagement:

54
 • IPPB’s proactive approach to community engagement through field visits and camps
has been highly effective in educating customers and addressing their financial needs.
These initiatives have helped build trust and fostered a positive relationship between
IPPB and its customers.

6.3 Areas of Improvement

Enhancing Digital Literacy:

• While IPPB has made significant strides in promoting digital banking, there is a need
to implement more comprehensive digital literacy programs. These programs should
focus on educating customers, particularly in rural areas, on using digital banking
platforms effectively.

Addressing Technical Issues:

• To improve the customer experience, IPPB should invest in technological upgrades

and maintenance to address issues such as app crashes and network connectivity
problems. Ensuring the reliability of digital platforms is crucial for customer
satisfaction.

Expanding Product Range:

• There is a growing demand for more diverse financial products, including loans and
additional insurance options. Expanding the range of products offered by IPPB will
help meet the varied needs of customers and enhance their overall banking
experience.

Improving Customer Service:

• Enhancing training programs for staff, with a focus on customer service quality and
operational efficiency, is essential. Particular attention should be given to improving
service quality at remote branches to ensure a consistent customer experience across
all locations.

55
Increasing Outreach Programs:

• Organizing more frequent community camps and educational initiatives will help
sustain customer engagement and trust. Continuous outreach and education are
necessary to support customers in understanding and effectively using IPPB’s
services.

By addressing these areas of improvement, IPPB can further strengthen its impact on
financial inclusion and enhance the quality of its banking services, ensuring greater customer
satisfaction and trust.

56
 CHAPTER – 7

SUGGESTIONS AND RECOMMENDATIONS

7.1 Enhancing Digital Literacy

1. Comprehensive Digital Literacy Programs:

• Develop and implement extensive digital literacy programs targeting rural and
underserved populations. These programs should focus on educating customers about
the benefits and usage of digital banking platforms, including mobile banking,
internet banking, and digital payments.

2. Community Workshops and Training Sessions:

• Organize regular community workshops and training sessions in collaboration with

local leaders and organizations. These sessions should provide hands-on training on
using IPPB’s digital services and address common challenges faced by customers.

3. Educational Materials:

• Create and distribute easy-to-understand educational materials, such as brochures,

videos, and infographics, explaining the features and benefits of IPPB’s digital
services. Ensure these materials are available in multiple local languages to reach a
wider audience.

57
7.2 Addressing Technical Issues

1. Technological Upgrades:

• Invest in upgrading the technological infrastructure to enhance the performance and

reliability of digital platforms. This includes improving server capacities, optimizing
the mobile app, and ensuring seamless integration of core banking solutions.

2. Regular Maintenance and Support:

• Establish a dedicated technical support team to provide regular maintenance and

promptly address any technical issues. Implement a robust feedback mechanism to
identify and resolve recurring problems reported by customers.

3. Network Connectivity Improvement:

• Collaborate with telecom providers to improve network connectivity in rural areas,

ensuring customers have reliable access to IPPB’s digital services. Explore
partnerships to expand internet coverage and enhance service delivery.

58
7.3 Increasing Outreach Programs

1. Frequent Community Camps:

• Increase the frequency of community camps and outreach programs to maintain

continuous engagement with customers. These camps should focus on account
opening, Aadhaar linking, and educating customers about IPPB’s products and
services.

2. Partnership with Local Organizations:

• Partner with local organizations, NGOs, and community leaders to enhance the reach
and impact of outreach programs. Collaborate on initiatives that promote financial
literacy and inclusion.

3. Awareness Campaigns:

• Launch targeted awareness campaigns using various media channels, including radio,
television, and social media. Highlight the benefits of IPPB’s services and encourage
customers to participate in outreach programs and community camps.

59
 APPENDIX QUESTIONNAIRE

Personal details:

Name:

Address

Contact no.

Age

1. Which type of bank account do you have?

(A) Regular saving Account (B) NREGA Saving Bank Account (C) Current Account (D)
Other

2. In which kind of bank would you prefer to take rural IPPB Payment bank?

(A)Public Bank (IPPB) (B) Private bank (C) Rural bank (D) Other

3. What all service do you use?

(A) Mobile Banking (B) SMS Banking (C) Missed Call Banking (D) Phone Banking

4. How do you prefer to use IPPB (India Post Payment bank)?

(A) As a Need (B) As an Expenses (C) As an Investment (D) Both

60
5. Do you know about India post payment bank?

(A) YES [ ] (B) NO [ ]

6. Do you prefer to take small business loan?

(A) YES [ ] (B) NO [ ]

7. From where do you get the knowledge of product Of IPPB Bank?

(A) Print media (B) Electronic media (C) word of mouth publicity (D)campaign

8. Do you compare the financial product of IPPB bank with another Bank before purchasing
them?

(A) YES [ ] (B) NO [ ]

9. Would you like to do banking with IPPB Bank in near future?

(A) YES [ ] (B) NO [ ]

61
 BIBILIOGRAPHY

• Books and Articles:

1. Aggarwal, R. (2020). *Financial Inclusion in India: Challenges and Strategies*. New

Delhi: Sage Publications.

2. Kumar, N. (2019). *Digital Banking and Financial Inclusion: A Case Study of India Post
Payments Bank*. International Journal of Banking, Finance, and Digital Currency, 12(4),
245-260.

3. Singh, A., & Sharma, P. (2018). *Role of Payment Banks in Financial Inclusion in India*.
Journal of Financial Services Marketing, 22(3), 212-223.

• Reports:

1. India Post Payments Bank (2023). *Annual Report 2022-23*. New Delhi: IPPB.

2. Reserve Bank of India (2019). *Report on Trends and Progress of Banking in India 2018-
19*. Mumbai: RBI.

3. World Bank (2021). *Global Financial Inclusion (Global Findex) Database 2021*.
Washington, D.C.: World Bank.

• Websites:

1. India Post Payments Bank. (2023). *About Us*. Retrieved from

[https://www.ippbonline.com/about-us](https://www.ippbonline.com/about-us)

62
2. Reserve Bank of India. (2023). *Payment and Settlement Systems*. Retrieved from
[https://www.rbi.org.in/scripts/PaymentSystems.aspx](https://www.rbi.org.in/scripts/Payment
Systems.aspx)

3. Ministry of Finance, Government of India. (2022). *Digital India Programme*. Retrieved

from [https://www.digitalindia.gov.in/](https://www.digitalindia.gov.in/)

• Interviews and Field Notes:

1. Singh, S. (2024). Interview with IPPB Manager. Conducted on July 15, 2024.

2. Choudhary, V. (2024). Interview with IPPB Branch Manager. Conducted on July 20, 2024.

3. Field Notes. (2024). Observations and Discussions during Community Camps in Rural
Areas, June-July 2024.

• Training Materials:

1. India Post Payments Bank. (2023). *Staff Training Manual*. New Delhi: IPPB.

2. India Post Payments Bank. (2024). *Customer Service and Digital Literacy Training
Guide*. New Delhi: IPPB.

63