According to Tejarat News, a month after the arrival of Corona in the country, the chairman of the Council of State Banks announced that more than 3,000 banking personnel had been infected with the new virus. This statistic was so shocking immediately after the outbreak that the representative of Shahin Shahr reminded the Minister of Economy about this.
The representative called the non-implementation of the law requiring the elimination of in-person referrals and the provision of electronic form services (paragraph 3 of Article 37 of the Civil Service Management Law) the main cause of illness and death of banking personnel and asked the Minister to follow up.
Months have passed since then, and during this period, the number of illnesses and deaths among bank employees has continued to increase every day. Apparently, as long as people have to go to the branches to start their banking business, neither the insistence on hiring staff nor the reduction of working hours can have an effect on the spread of the spread in the banks.
Review of absentee services of 11 banks
Although a pandemic has caused more banks to pursue the growth of their offline services, these services are still incomplete and insufficient to address the lack of customers in the branches.
For example, the three services of opening the first account, opening the second account and requesting facilities have been considered and 11 banks have been examined in this regard. (Infographic by Sarvanaz Ghorchi)
Of these 11 banks, only three, Ayandeh, Parsian and Resalat, provided all three services in absentia. In contrast, the three agricultural banks, Sepah and Refah, did not manage any of the three operations in absentia.
Also, opening the first account could be done virtually only in Pasargad, Parsian, Ayandeh and Resalat banks. However, in order to open a second account, considering that the person is a customer of the bank and does not need virtual authentication, this possibility has been provided in 8 out of 11 banks.
It is noteworthy that although due to the increase in the number and types of bank and support loans following the outbreak of Corona, the need to receive in-person services related to requesting facilities has increased, but only six banks out of the total number of surveyed banks provide this service virtually. They offered.
Offering in-person services or advertising show?
Alireza Bozorgmehri, digital banking expert and vice president of the Association of Software Companies, in an interview with Tejarat News, called the services provided to customers virtually an incomplete and initial show of digital banking and said: “We do not look to establish digital banking systems and most of what we see” It is an incomplete show. Even in the most digital services, which are Internet banking and mobile banking, we still do not look at digital banking. We have a traditional look and assume we are going to offer the same traditional service on mobile.
He continues: “This view does not work for a pandemic with a serious corona. The first thing that hurts the bank is the bank personnel that we lost or were damaged during the corona outbreak. If digital banking had been launched, There was no need for extensive referrals to branches and staff.
Bozorgmehri, referring to the possibility of opening accounts in absentia in banks, says: The question is how much are bank customers aware of this issue? In the world of digital banking, information should be provided where customers are present, but the banking network does not have much communication with customers. For example, banks do not have a proper and non-decorative presence in social networks.
“Our smart cards should have worked properly, which they do not, but now the central bank is looking at other ways,” he said in response to a question as to why many banks were not able to authenticate and open the first account virtually. It probably works quickly, so you can use mobile, code, and two-step coding for authentication.
The expert also mentions in-person requests for facilities that our courts still accept as a contract that a paper contract has been signed. If our national smart card worked really smart, we could behave like other countries and the judiciary would accept the request to receive facilities from inside the house with the signature of digital channels.
Of course, according to him, the service process can be up to 90% absenteeism, so that it is only the last stage of attendance, but many banks make excuses about this.