This document summarizes a research paper on the impact of digitization and automation at the State Bank of India from 2009 to 2019. The paper discusses the key digital payment products and services introduced by SBI over this period, including YONO, mobile banking, UPI, and debit/credit cards. It analyzes key business drivers like customer service, employee satisfaction, and security. The paper also examines the role of the banking ombudsman in resolving customer complaints and how complaint volumes at SBI have increased in recent years. The conclusion is that SBI has advanced technologically with products like YONO but still needs to reduce customer grievances.

1. To StudyThe Impact Of Digitalization And Automation
Stratagem With Special ReferenceTo
State Bank Of India
Presented by:
Shubham chugh 19mbf5001
Supriya gope 19mbf5021
Km. Priyanka 19mbf5022
Srishti 19mbf5030
PresentedTo:
Prof. Prerna Dhawan

2. 2
Abstract…
The banking sector plays a very important and prominent role in every one’s life
weather there is Business Man, Partnership firm, Limited Liability Partnership or
whether an individual. In this paper we are discussing about the digitization and
automation which has been seen in the State Bank of India from the past ten
years starting from 2009 to 2019 and also by predicting the future trend in
technological and digitization process for the consumers with respect to various
products which are been offered and along with this, the Turnaround Time.
This paper also discusses how this technological advancement is affecting the
impact of finance and banking sector i.e. weather in positive way or in negative
sense. Not only this, this research also includes the analysis of Key Business
Drivers which are been used in the State Bank of India and also discussed about
what all were the cases which had been settled by Banking ombudsmen based on
the consumer satisfaction from the period of ten years ranging from 2009 to
2019. This paper will principally be the foundation of the secondary source of data
collection.

3. Introduction..
3
SBI is one of the largest and one of the oldest banks of Indian Economy and having
highest number of total assets as compared to any other bank weather it is public or
private banks which are there in Indian Economy.
Through this paper we would like to express the transformation in the automation
and digitization process from the past ten years, what are the digitalization and
technological advancement which have taken place in this time frame and also
what is the Turnaround Time of the services been offered by the bank to its
customers also the role of ombudsmen and how it is able to solve the general
consumer problems or grievances

4. 4
Objectives…
To study the various key business drivers and the
digitalization steps which are been taken up by the SBI
Bank.
To study the digitations and advancement process been
adopted by the State Bank of India, along withTurnaround
Time services offered
To study the significance of banking ombudsmen in the State
Bank of India.

5. Research Methodology…
5
In this paper we have deeply discussed about the State Bank of India and its
various services and advancement in technology which has taken place in the past
years and the level of Banking ombudsmen also the key business drivers of SBI
bank. The below are the key digital payment products which are been used by the
state bank of India from the period of time
YONOAadhar pay
PosTerminals
Mobile
BANKING
SBI Buddy
Debit & Pre-
paid cards
UPI
Bharat QR
These all above are the sources which are been used by the SBI bank, and in
present time where Corona (CoVID-19) is making a huge problem for the life’s of
individuals, the SBI bank is purely working through YONO (You only need one)
one app for everything.

6. 6
Timelines For conveyance Credit choices
All loans at semi-urban and rural areas are
The banking concern of Bharat (RBI) has issued a circular dated Gregorian calendar
month twenty, 2019, on the harmonization of turn Time (TAT) and client compensation
just in case of failing transactions. The penalty should be paid on a per day basis for
delaying the credit of cash into the customer's account

7. TheVarious Key Business Drivers been used by the SBI bank…
7
Offer Proactive Customer Services
Study ComplaintsAnd Compliments
Make Employee SatisfactionA Priority
Ease Of Banking Operations
ResponsiveCustomer Services
Providing Facilities
Ensuring SecuritiesTo Customers Money AndThereAssets

8. Banking Ombudsmen…
8
0 2000 4000 6000 8000 10000
DEPOSIT ACCOUNT
LOANS AND ADVANCES
Credit Card
LEVY OF CHARGES WITHOUT PRIOR NOTICE
PARA-BANKING
NON OBSERVANCE OF FAIR PRACTICES CODE
DSA & RECOVERY AGENTS
OTHERS
Complaints in SBI (2017 -2018)
The twenty one of the offices of the whole SBI banking examiner received were about 1, 63, 590 complaints
in financial year 2017-18 and marking it to a rise of “24.9 percent” over the preceding financial year

9. Conclusion..
9
From the paper we conclude that, SBI Bank, which is one of the largest bank of
India, has adopted various technological advancement, as with the help of
YONO, a customer can from anywhere operate his/her banking transactions.
The banking ombudsmen also plays a very crucial role in fulfilling the
consumer’s demand over a period of time, not only this the key drivers also are
an another importance to the bank for their smooth working of the banking
operations. The bank has to work on the procedures and methods to reduce the
grievances.

10. 1
0
THETEAM
August Bergquist
Manager
Victoria Lindqvist
Owner
Allan Matson
Key employee
ThankYou