A suggestion that i made to CEO of ICICI Bank in 2008 about how to make a small user change in ATM services.

1. ATM Cash out problem
A solution.

2. The story..
• I went to the ATM one day [Bangalore] with an
urgent need to withdraw money. Found out that
the ATM was out of currency.
• There was a Branch attached and I approached
the branch to withdraw money.
• The branch officers insisted that I have a cheque
book to withdraw money even though they knew
that it was the ATM that was the source of this
request there had been such requests earlier in
the day.

3. The story..
• After some cajoling from my side and some
“policing” from the managers side I was
“donated” a loose cheque leaf with the WARNING
that next time it will cost me money.
• I left wondering whether the officers understand
“customer relationship”
• Not their fault but a system fault, a procedure
they need to follow.

4. There is a better solution
ATM feature which says .. No cash,
print withdrawal slip… and withdraw
from nearest branch..

5. How does it work?
• User goes to ATM, no • User goes to cash
cash, option to print self counter and withdraws
withdrawal slip with cash showing photo ID
amount required
• Useful especially in
• Slip states that user ATMs with branch
needs to present photo attached.
ID [ like in airports for e-
tickets]

6. What does it avoid
• No cheque leaves and lengthy procedures
• No policing policies procedure talk from
officers
• No embarassment for customers / anger!

7. Benefits
• To the customer • Bank
– Money always no worry – Secure system as amount
– Convenience transferred only at counter
– Photo ID important!
– Better image
– Cash promise delivered
without any nuisance.
• People carry photo ID but
not cheque book
– Look into a sample wallet!

8. De bono 6 thinking hats – cashout
withdrawal from ATM
•Provide cash promise in •Why cheque book? •What if there is no
the ATM on cash outs •Why not feature of bank near by? Customer
without inconveniencing ATM? wont use it in any case –
the customer •Debit card + pin = pull mechanism
security
•Add offline security
[photo id]
•Cash out •Convenient transaction •Feature needs to be
•No cheque book •Secure photo ID based added in ATM software
•Security of transaction transaction •Feature to be trained to
•Photo ID always there [ •Better image for bank employees
air e ticket] •Lengthy costly cheque
•Near by branch [ leaf procedure avoided
attached] in bank
•current procedures

9. Vishwanath Ramdas
• http://gopu44.googlepages.com
• IT & Business consultant
• TRIZ || lateral thinking || six sigma || lean ||
TOC.