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Long queues at bank branches? Shanghai Banking and Insurance Regulatory Bureau: Extend service hours and increase staff
June 18, 2022 11:40 Sina.com author look at the news KNEWS
In response to the recent large number of queues at several bank outlets in Shanghai, the Shanghai Banking and Insurance Regulatory Bureau Office today issued the "Notice on Further Improving Financial Services at Bank Outlets to Meet the Needs of Citizens' Centralized Handling of Business", requiring all banks to improve their business outlets and work. The efficiency of personnel financial services, fully meet the financial service needs of our customers, and effectively solve the people's "urgent, difficult and worrying" problems.
In terms of doing a good job in the service management and planning of business outlets, the "Notice" requires all banks to make every effort to ensure that business outlets are fully opened on the basis of paying close attention to the epidemic prevention and control work. Do a good job in data analysis and response plans, and conduct hierarchical management according to the business needs of outlets. Strengthen the real-time management of outlets, dynamically grasp the passenger flow situation, and initiate response plans in a timely manner for passenger flow gathering outlets.
The "Notice" clarifies that banks should appropriately extend their business hours. For key outlets that have a relatively concentrated population in surrounding communities, carry out pension issuance business, and other nearby outlets are temporarily closed, measures such as staged temporary early opening or delayed closing of business, business as usual on weekends , and improving the efficiency of noon killing should be adopted. , extend service time , improve service efficiency, and publicize the latest service time through various channels. Appropriately increase business windows and front-line staff . Through strengthening the linkage between the head office and branches, personnel sinking, and rational allocation of personnel at various outlets, the number of windows and front-line staff in key business outlets has been increased, service awareness has been enhanced, service attitudes have been improved, and service carrying capacity has been effectively improved.
In addition, the "Notice" also requires banks to improve their refined service capabilities, improve on-site and off-site appointment services, and avoid customers waiting in long queues. Provide a "green channel" for elderly customers with limited mobility . Strengthen order maintenance and on-site diversion, arrange personnel to inquire about the business handled by customers in advance, and guide customers to divert outlets or machines in a timely manner according to the type of business. Strengthen customer care inside and outside the lobbies of outlets, and provide necessary drinking water, shade (rain) and waiting facilities. Do a good job in infrastructure protection, strengthen the maintenance of self-service equipment in key outlets, and ensure the efficient operation of equipment. The cash business agencies at all levels, such as agency banks, business banks, and business outlets, shall properly backup personnel and arrange shifts to ensure sufficient cash supply and reasonable structure of coupons to meet the cash needs of enterprises, institutions, and individual residents. Strengthen the renovation of facilities suitable for aging, respect the usage habits of the elderly, retain and improve manual services and counter services, and reasonably arrange outlets to provide traditional financial services such as offline water, electricity and coal payment. Improve emergency security measures, and take effective measures to flexibly arrange for the elderly to centrally handle business in stages such as social security fund distribution and pension collection to reduce waiting time.
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