SBI Deploys ‘Grahak Mitras’ to Boost Alternate Banking Channel Adoption

The State Bank of India (SBI), India’s largest public sector bank, has unveiled a new customer engagement initiative by introducing ‘Grahak Mitras’ at select branches. These specially trained personnel, drawn from SBI’s subsidiary, State Bank Operations Support Services (SBOSS), will assist walk-in customers with alternate banking channels, helping to decongest busy branches and promote digital banking.

Who are Grahak Mitras?

Grahak Mitras are dedicated support personnel stationed at SBI branches to offer first-level assistance to customers. Their primary role is to educate and guide customers in using self-service and digital banking platforms, thereby reducing the footfall for routine transactions at counters.

Deployment Plan:

• Around 4,500 SBI branches will have Grahak Mitras
• This covers nearly 20% of SBI’s 22,740 branches
• Focus areas include branches with high footfall, particularly those managing government salary, pension, and benefit transfer accounts

Objective: Decongesting Branches and Promoting Digital Literacy

This initiative comes as part of SBI’s broader strategy to shift routine banking away from physical counters and encourage customers to use alternate, self-service channels. The bank has witnessed significant growth in digital adoption, and the deployment of Grahak Mitras is expected to accelerate this trend.

By assisting customers directly at the branch level, especially senior citizens and digitally hesitant users, Grahak Mitras are expected to ease pressure on staff and enhance customer experience.

SBI’s Key Alternate Banking Channels

SBI has invested heavily in digital infrastructure, offering a wide range of self-service banking tools that allow customers to perform routine transactions without branch visits.

Major alternate channels include:

• ATMs and ADWMs (Automated Deposit Cum Withdrawal Machines)
• Self-service kiosks
• SWAYAM barcode-based passbook printing kiosks
• Cheque deposit kiosks
• Internet banking
• Mobile banking via YONO app
• WhatsApp banking services

These channels are part of SBI’s vision to offer 24×7 banking services that are convenient, secure, and user-friendly.

Significant Tech Upgrades Planned for FY26

SBI has also announced ambitious plans to upgrade and expand its self-service infrastructure in the coming financial years.

Key targets for FY26:

• Replacement/upgrade of 40,000 ATMs/ADWMs, accounting for approximately 62% of its network
• Installation of 5,500 new SWAYAM kiosks across various branches

As of December-end 2024, SBI had a network of 65,000 ATMs/ADWMs, which has played a crucial role in facilitating quick and efficient banking transactions.

SWAYAM Kiosks: Transforming Passbook Management

The SWAYAM kiosk initiative has emerged as a major success story in SBI’s digital transformation journey.

Key statistics as of March-end 2024:

• 20,135 SWAYAM kiosks installed at 17,663 branches
• Handling approximately 11 lakh transactions daily
• Enabled migration of 3.4 crore passbook printing transactions per month away from manual counters

This shift has not only freed up branch staff for more complex banking tasks but also enhanced operational efficiency across SBI’s network.

Alternate Channel Transactions Hit 98.1%

• The bank’s digital drive has yielded impressive results. As of December-end 2024, a remarkable 98.1% of total transactions were conducted through alternate banking channels, up from 88.1% in March-end 2019.
• This growth reflects the changing customer behavior and increasing trust in digital platforms, further validating SBI’s investment in technology and customer education.