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This video from SBI Udangudi branch (Tamil Nadu) is pure gold ❤️
A customer shares how the staff treated elderly villagers and less-educated customers with extraordinary patience and kindness , guiding them step-by-step, explaining in simple Tamil, repeating without making anyone feel small or embarrassed. No rushing, no passing the buck, every counter working smoothly.
This is what real Public Sector Banking looks like on the ground.
This is the beautiful heart of PSBs — serving the poor, the rural, the last mile with dignity and empathy.
This is why Public Sector Banks were created: as the real backbone for financial inclusion, poor upliftment, and inclusive economic growth.
But over the last decade, everything changed.
PSBs were pushed away from directly reaching unreachable areas. Instead, they started large-scale funding of NBFCs and MFIs.
Now the poor in remote villages depend on players charging 24-36% interest.
The justification some offer? “Poor were anyway paying high rates to moneylenders… so what’s wrong?”
This is NOT an acceptable standard for public banking in India.
Core banking got diverted to profit centres.
Focus shifted to insurance pushing, cross-selling, and skewed targets where a few executives and connected people could earn incentives and commissions. Loan transfers, “performance” metrics, fee-based products , all turned into avenues for personal gains while the real mandate of serving common customers took a backseat.
In the name of “reform”, “efficiency” and “modernisation”, we created a strange system:
PSB funds flow cheaply to high-cost lenders instead of directly to the poor.
Branch staff are judged more on insurance numbers than on the patient, respectful service seen in Udangudi.
“Financial inclusion” success is celebrated by how many NBFCs, MFIs and SFBs we strengthen , not by how many villagers get affordable, dignified banking at their local branch.
Meanwhile, the real heroes, branch staff across India , continue holding the fort with whatever is left.
Mergers reduced physical presence in rural areas. Privatisation talk never stops. SFBs, MFIs and NBFCs are promoted as the new heroes.
All this while the actual backbone , Public Sector Banks , is weakened, its staff pressured, and its core purpose diluted.
Yet this video proves one powerful truth:
When PSB staff are allowed to focus on real customer service without toxic pressures, they deliver magic. The staff at Udangudi branch showed what is possible ,and what the people of this country deserve.
This beautiful reality should be the norm, not a rare surviving example.
Preserving and strengthening Public Sector Banks is not optional. It is essential for:
• Affordable credit to the poor and MSMEs
• Genuine last-mile financial inclusion
• Balanced national growth
• Public welfare over private profit
Say NO to Privatisation of PSBs.
Say NO to mergers that shrink rural reach.
Say NO to policies that sideline PSBs in favour of high-interest NBFCs, MFIs and SFBs.
It is time to bring the focus back , on the people, on the branches, on real inclusion.
This is the reality we must protect and expand.
@DFS_India @nsitharaman @TheOfficialSBI @bankofbaroda @pnbindia @MyIndianBank
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