UPI – Process for scheduling maintenance activities & SMS alerts to customers. Customer’s Demand
Indians are adopting NPCI_UPI channel
to push a large number of personal digital transactions.
These high volumes are taking a toll on the
Bank’s channel and banks are resorting to frequent downtime activity.
The customer’s dissatisfaction has been
noticed by NPCI and vide Circular No NPCI /UPI/OC No.51 /2018-19 dt.27th June,
2018, has issued guidelines on the ‘Process for scheduling maintenance
activities’.
The circular also mentions about mandatory
SMS alerts for manual entries posted to customer’s accounts.
One of the most customer-friendly features
of the UPI Apps is the ‘Raise Concern’, option available in each successful
transaction. This channel
provides an unbiased view of customer’s feedback to NPCI
Quote
UPI has seen significant growth in number
of financial transactions in the recent months. While this indicates that UPI
is being adopted as a preferred payment method, it also necessitates that
customer experience on UPI transactions is seamless. Basis the analysis that we
carried out, we are highlighting two of the critical issues that have come to
the fore:
1.
UPI is an online payment system and services are available 24X7 for customers.
We have seen surge in transactions during night hours as well. However, it has
been noticed that some of the member banks are often taking downtime during
peak hours. This results in declining of high number of transactions and
customer dissatisfaction.
2.
Further from detailed analysis of complaints, it has been observed that the
main reason for complaints are attributable to banks not sending transaction
status/confirmation (SMS alerts) to customers for debit/credit entries in the
customer’s account. These include online entries & manual entries post
reconciliation.
In
order to ensure highest standards of customer service, member banks are
therefore advised as under:
1.
Software
patches released by the switch vendor/s must be rigorously tested in the test environment
before applying to the production system.
2.
All scheduled activities related to switch,
CBS middleware, DR drills etc which require downtime should be carried out only
during the non-peak hours i.e. between 00:00 Hrs. to 05:00 Hrs. preferably on public
holidays, Saturday and Sunday.
3.
This
will help to avoid customer dissatisfaction and non-availability of UPI
services during peak hours.
2.
It is also advised that member banks must send SMS alerts to the customers as
and when bank passes debit/credit/reversal entries for UPI online transactions
or any entries passed post reconciliation.
This
shall help customers to understand the status of transaction/complaints
proactively and bring down the complaints ratio at an ecosystem level.
Unquote
o
So go
ahead and do more UPI transactions.
o
You can
send or receive monies from account holders of 100+ Banks
o
You
can pay your bills through UPI
o
What
else do you require to adopt UPI as your preferred Digital Transactions Channel
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