At the 5th Elets BFSI Gamechanger Summit in Goa, Sumnesh Joshi, ITS, Deputy Director General of the Ministry of Communications, Government of India, shared valuable insights on the digital transformation of India’s BFSI sector and its role in the nation’s economic growth trajectory. His insights come at a crucial juncture as India positions itself to become the world’s third-largest economy by 2032, a goal that Hon’ble Prime Minister Narendra Modi suggests might be achieved even sooner.
India’s Digital Financial Leadership
India’s digital financial infrastructure has evolved to become a global benchmark. During his address at the University of California Berkeley in September 2022, he highlighted how India has successfully provided bank accounts to its vast population and enabled digital transactions at an unprecedented scale. The country’s unique assisted model, implemented through numerous local shops and businesses, has enabled financial transactions even in the remotest parts of the country.
The JAM Trinity and Digital Public Infrastructure
The foundation of India’s digital financial success lies in what Joshi refers to as the JAM trinity – Jan Dhan (bank accounts), Aadhaar (identity), and Mobile connectivity. These three elements form the core of India’s Digital Public Infrastructure (DPI). While these foundational elements will remain crucial, new DPIs are emerging to enhance the financial ecosystem further.
One area where the BFSI industry needs to focus is information-based lending. Despite the availability of digital infrastructure, many potential customers still face challenges in accessing financial products due to documentation issues. The digital ecosystem, including digital lockers and e-sign facilities, provides opportunities to design innovative products that can bridge this gap.
The Hybrid Model of Banking
While digital banking continues to grow, with 10-20% of customers using internet banking or mobile apps, the assisted model through Business Correspondents (BCs) remains crucial, especially in rural areas. Joshi emphasised the need to enhance BC training programs and equip them with AI/ML tools to improve service delivery.
The Future of Bank Branches
An interesting concept emerged during the discussion – the “assisted branch.” This new model envisions branches equipped with AR (Augmented Reality) and VR (Virtual Reality) technology, requiring only one or two staff members to assist customers with virtual banking services. This approach could provide an enhanced banking experience while addressing current challenges such as expert availability and multiple visit requirements.
Face Authentication and Mobile Security
The future of authentication lies in facial recognition technology. While banks have started implementing face authentication, customers are still more comfortable with fingerprint authentication at micro ATMs. A gradual transition is expected, potentially combining face authentication with multi- factor authentication methods. Mobile security remains a critical concern. The Ministry of Communications has launched the Sanchar Saathi portal to address mobile-related security issues. This initiative allows users to block lost mobile phones and check how many connections are operating under their KYC details.
The IoT Era in Banking
With the advent of 5G technology, the Internet of Things (IoT) era presents new opportunities for the BFSI sector. Banks can deploy IoT devices to analyse geographical risk profiles and design products accordingly. For instance, IoT sensors can monitor industrial machinery financed through loans, enabling real- time health monitoring and preventive maintenance.
Privacy and Data Security
As India implements the Digital Personal Data Protection (DPDP) Act, ensuring data security becomes paramount. The BFSI sector must prepare for increasing cyber threats while maintaining data sovereignty and compliance with regulatory requirements. Joshi emphasised the need to obtain proper consent before using customer data for purposes beyond their original intent.
Customer Education and Protection
While the industry focuses on digital transformation, customer education remains crucial. Financial institutions must ensure that customers understand product terms and conditions beyond mere legal compliance. There’s also a need to develop more robust security measures, such as enhanced multi-factor authentication, to protect customers even if they inadvertently share their OTP.
As India progresses toward becoming the world’s third-largest economy, the BFSI sector’s digital transformation plays a crucial role. Success lies not just in technological advancement but in taking customers along on this digital journey while ensuring security, privacy, and accessibility for all.
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