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Has Technology Stripped Our Banks of Human Values?

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While maintaining ethical standards in every profession is fundamental to its efficient functioning and ultimate success, I am writing this commentary with a deep sense of anguish and pain. Although developing on modern lines and infrastructure in terms of machinery and technology is imperative, however I regret to maintain that we have not achieved optimum levels of success and customer satisfaction still in our country.

While use of new machinery and technology is not bad but the fading human face and highly personalized treatment of customers as its consequence, is the real worry. Somewhere along the line, we are missing the very vital human element, that too very brutally. Banking staff throughout the country needs to be sensitized enough to deal with illiterates, semi-literates and especially women and elderly, to sustain a judicious balance of the human face of banking as a business and socio-economic institution in a country that is still struggling with poverty, illiteracy, ignorance, helplessness, lack of technological know-how, lack of access to internet, etc. Though I understand that the somewhat harried banking staff may have multiple issues like heavy workload (that got further added due to demonetization) lack of sufficient staff to cope with in addition to discharging their daily duties in an efficient and speedy manner, and that these factors may contribute to the constantly irritated behavior they display on a somewhat routine basis but for how long can they expect customers to keep taking it, is a matter of conjecture and concern! Also getting modernized does not mean just meaning business and a formal communication with every customer irrespective of his/her age, background, context, etc. As a customer, many a times, I have felt embarrassment because of the banking staff who hardly have the time to listen to you or your queries reflecting their lack of professionalism and human sensitivity. I have also witnessed enough incidents where even the elderly and women are not spare such brusque handling, are mistreated and their queries avoided. It remains a fact that whenever I went to our country’s prestigious bank- the State Bank of India, I felt deeply sad by the kind of irritated behavior of the employees there (even before the demonetization move).

Recently I went to a bank for a passbook update. The official pasted the bar code on it and I went to update the same. The machine though couldn’t update all my entries in full due to some fault which made me return to the same official. Very reluctantly and after much pleading, he updated it on his system and while I was there, one elderly lady came for the similar updating of her passbook. The official reacted rudely and said, “When the bar code is already pasted, why are you here still bothering me?” The elderly lady’s gaze was a picture of affronted dignity and she left helplessly, not knowing what to think and with the confusion clearly mirrored on her face! I was shocked at this incident and asked the official very respectfully, “how can she update when she does not know anything about the uses of the new machine?” I further asked, “is there anybody that can help her or guide her or does your bank have any guidelines for such people who don’t know how to deposit cheques, cash or update their passbooks through machines and need to be assisted?” With a frown, he stared at me and replied that ‘she should request the security guard outside.” I was dumbfounded by such a bizarre reply.

In yet another recent incident I went to a branch of State Bank of India for a Demand Draft that I was in urgent need of for an application of employment in a university. The bank official out rightly rejected my request citing that we are a big bank and do not issue DD of just Rs.300/- that I was asked for by the employer institution. Not only this, the official added that he can make the DD for me only if I had a cheque ready for the same amount and for that I needed to be the account and cheque-book holder of the same bank. I was shocked and dismayed to the core to see such a system which has no place for a student or for a customer who is not their account holder. The big banking leaders of India have to think about it and make banking inclusive in a country where exclusion still prevails and people feel discriminated and humiliated by such unfriendly policies. That day I wanted to write a letter to PM and RBI governor and ask that just Jan Dhan is not sufficient in our country, banking system as a whole needs to be streamlined.

I think that society has dichotomous views about banking, based on their personal experiences, expectations and the medley of problems that they have encountered at various levels and in different situations, in their dealing with several bank personnel. The level of society you belong to, your literacy and levels of technological familiarity are a significant factor in determining how much of challenge or pleasure the entire banking process is bound to be. For those more savvy with bank procedures and their intricacies and adept at coping with routine procedures and quickly assimilating slightly more complex and complicated procedures and processes of banking, banking is a pleasure and a swift means to realizing your aims and goals in achieving the necessary target. However for those who hail from the rural areas, are illiterate and uneducated in terms of even basic banking formalities, even routine bank transactions can assume the monumental proportions of your worst nightmare and prove to be a stumbling block in moving forwards.

Banks have a varied approach as regards dealing with the demands and banking needs of society. It is, I think, largely influenced by the personality factor and your individual sense of humaneness and readiness to help another human being, with patience and perseverance, without losing your innate ability to relate with that person on a humane level and a potential customer. They are definitely over-burdened and short-staffed many times and frustrated by the unimaginative policies and decisions of the higher level banking authorities, who do not release the requisite number of suitably qualified personnel to assist customers and thus attend to their problems in a kind and courteous manner. Sometimes, though, the banking officials tend to be somewhat high-handed in their basic approach towards clients and this is what needs to be guarded against in the long run, as it tends to create arguments, irritation and bad feeling.

The old ideas of banking do matter to some extent but it is impossible in this highly techno-savvy age, when both man and machine are so much more equitably equipped to deal efficiently and speedily with situations where earlier they would have plodded through procedures in a painstaking manner, plodding along slowly and explaining the matter to the customer at every step, thereby sacrificing efficiency palpably, to maintain the same level of the human touch as before. There has to be an understanding of this very vital factor and the changing equation of banker versus client, by both sides so that both sides can make a concerted effort to acquire more knowledge of the other’s domain and coalesce at a harmonious level. Only then will meaningful banking come of age and the erstwhile faith of the community be restored in the banking personnel, not only as the facilitators of their financial needs and dispensations, but also as the true caretakers of their essential needs and interests.

On self operating/knowing the bank Apps and mechanized procedures, we must realize that even literate people in this country do not necessarily know all banking procedures, not to talk of elderly people and many others and therefore the bank authorities have to take into consideration a much broader need-based approach and the much needed human face of banking that is fast vanishing. There must be strong assistance guidelines especially for those who don’t know how to use these new machines like cash deposit machine, self pass-book updating, etc. Also to adopt a line of behavior that is both professional and humane with the customers, banks need ample sensitization, gender sensitization and greater sensitization towards the elderly and all those who don’t know the use of new machines and, therefore, are more prone to needing help. There must be distinct and clearly defined guidelines in this respect and branch help committees must be set up in every big and small bank in the country. After all banks are there because of the customers whether illiterate or literate. If such an indifference and lack of ethical banking persists unabated and unchallenged it may tantamount to yet another form of structural violence that is still the hallmark of many of our public institutions.

On asking how society today perceives banking, my feminist friend Aparna Dixit said, “As a part of society I would say that we are totally connected with banks in our day to day life that is much in a technology led phase. We can do most of the things on phone, laptop or e-banking kiosk today. Apart from this there are bank executives who are supposed to assist a client for their queries and problems and they shouldn’t forget it that they are behind the counter for their customers .One more thing is that to respect every human being is a humanity and after all they are a service provider so they shouldn’t neglect any customer. Though they have their work deadlines but that should be internally managed from their end”.

While asking how banks perceive the society, well known Banking Executive and a friend Ankita replies from a banking perspective. She says, “From a bank perspective and as a service provider the motive is business. Therefore, banks give more attention to the elite class customers that they feel are more relevant to them. There are lots of enhanced facilities and services for customers and nowadays, most people are doing banking so logically it is true that their work pressure is increasing but customers shouldn’t be affected by this. However I would say an ethical banking is a two way process and therefore both the bank staff and the customers should display utmost professionalism and humanity. How many times we entered in a bank and wished the staff with a good morning or hi or hello? We as customers are also in hurry and sometimes neglect the human from the other side.”She further adds, “As per my observation, there is a difference to attend or serve a customer in Government and Private Banks. I’ve been visiting both the public and Private banks and I find the difference that private banks are more public friendly so I think the government bank staff should be educated and trained in the same manner as private banks orient their staff and this can change the current scenario of government banks while dealing with the people especially those who are not acquainted with modern technology.”

In my opinion, in banking, every new idea has originated from the older one and all these are just to serve people more and more and not to trouble them. Banking is upgrading or advancing day by day just to serve the customers efficiently which could not be possible with older ideas or patterns. But while we change the pattern, we have to be friendly towards those who are not so tech-savvy. We can see and feel the revolution in banking sector only taking the innocent masses along be that the recent demonetizing decision, Jan Dhan or maintaining high ethical standards.

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Economy

U.S. policy and the Turkish Economic Crisis: Lessons for Pakistan

M Waqas Jan

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Over the last week, the Turkish Lira has been dominating headlines the world over as the currency continues to plunge against the US dollar. Currently at the dead center of a series of verbal ripostes between Presidents Donald Trump and Recep Tayyip Erdogan, the rapidly depreciating Lira has taken center stage amidst deteriorating US-Turkey relations that are wreaking havoc across international financial markets. Considering Pakistan’s current economic predicament, the events unfolding in Turkey offer important lessons to the dangers of unsustainable and unrealistic economic policies, within a dramatically changing international scenario. This holds particular importance for Pak-US relations within the context of the impending IMF bailout.

In his most recent statements, Mr. Erdogan has attributed his economy’s dire state of affairs as an ‘Economic War’ being waged against it by the United States. President Trump too has made it evident that the latest rounds of US sanctions that have been placed on Turkey are directly linked to its dissatisfaction with Ankara for detaining American Pastor Andrew Brunson. Mr Bruson along with dozens of others has been charged with terrorism and espionage for his purported links to the 2016 attempted coup against President Erdogan and his government.  There is thus a modicum of truth to Mr. Erdogan’s claims that the US sanctions are in fact, being used as leverage against the weakening Lira and the Turkish economy as part of a broader US policy.

However, to say that the latest US sanctions alone are the sole cause of Turkey’s economic woes is a gross understatement. The Lira has for some time remained the worst performing currency in the world; losing half of its value in a year, and dropping by another 20% in just the last week. Just to put the scale of this loss in to perspective, the embattled currency was trading at about 2 Liras to the dollar in mid-2014. The day before yesterday, it was trading at about 7 Liras to the dollar.

While the Pakistani Rupee has also depreciated quite considerably over the last few months, its recent drop (-17% against the dollar over the past 12 months) pales in comparison to the sustained and exponential downfall of the Lira. Yet, both the Turkish and Pakistani economies are at a point where they are experiencing an alarming dearth of foreign exchange reserves that have in turn dramatically increased their international debt obligations.

The ongoing financial crises in both Turkey and Pakistan are similar to the extent that both countries have pursued unsustainable economic policies for the last few years. These have been centered on increased borrowing on the back of overvalued currencies. While this approach had allowed both governments to finance a series of government investments in various projects, the long term implications of this accumulating debt has now caught up with them dramatically. As a result, both countries may soon desperately require IMF assistance; assistance, that in recent times, has become even more overtly conditional on meeting certain US foreign policy requirements.

In the case of Pakistan, these objectives may coincide with recent US pressures to ‘do more’ regarding the Haqqani network; or a deeper examination of the scale and viability of the China- Pakistan Economic Corridor. With regards to the latter, US Secretary of State Mike Pompeo has clearly stated that American Dollars, in the form of IMF funds, to Pakistan should not be used to bailout Chinese investors. The rationale being that a cash-strapped Pakistan is more likely to adversely affect Chinese interests as opposed to US interests in the region at the present. The politics behind the ongoing US-China trade war add even further relevance to this argument.

In the case of Turkey however, which is a major NATO ally, an important emerging market, and a deeply integrated part of the European financial system, there is a lot more at stake in terms of US interests. Turkey’s main lenders comprise largely of Spanish, French and Italian banks whose exposure to the Lira has caused a drastic knock on effect on the Euro. The ensuing uncertainty and volatility that has arisen is likely to prove detrimental to the US’s allies in the EU as well as in key emerging markets across South America, Africa and Asia. This marks the latest example of the US’s departure from maintaining and ensuring the health of the global financial system, as a leading economic power.

Yet, what’s even more unsettling is the fact that while the US is wholly cognizant of these wide-ranging impacts, it remains unfazed in pursuing its unilateral objectives. This is perhaps most evident in the diminishing sanctity of the NATO alliance as a direct outcome of these actions.  After the US, Turkey is the second biggest contributor of troops within the NATO framework. As relations between both members continue to deteriorate, Turkey has been more inclined to gravitate towards expanding Russian influence. In effect, contributing to the very anti-thesis of the NATO alliance. The recent dialogues between Presidents Erdogan and Putin, in the wake of US sanctions point markedly towards this dramatic shift.

Based on the above, it has become increasingly evident that US actions have come to stand in direct contrast to the Post-Cold War status quo, which it had itself help set up and maintain over the last three decades. It is rather, the US’s unilateral interests that have now taken increasing precedence over its commitments and leadership of major multilateral frameworks such as the NATO, and the Bretton Woods institutions. This approach while allowing greater flexibility to the US has however come at the cost of ceding space to a fast rising China and an increasingly assertive Russia. The acceleration of both Pak-China and Russo-Turkish cooperation present poignant examples of these developments.

However, while it remains unclear as to how much international influence US policy-makers are willing to cede to the likes of China and Russia over the long-term, their actions have made it clear that US policy and the pursuit of its unilateral objectives would no longer be made hostage to the Geo-Politics of key regions. These include key states at the cross-roads of the world’s potential flash-points such as Turkey and Pakistan.

Therefore, both Turkey and Pakistan would be well advised to factor in these reasons behind the US’s disinterest in their economic and financial predicaments. Especially since both Russia and China are still quite a way from being able to completely supplant the US’s financial and military influence across the world; perhaps a greater modicum of self-sufficiency and sustainability is in order to weather through these shifting dynamics.

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Social Mobility and Stronger Private Sector Role are Keys to Growth in the Arab World

MD Staff

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In spite of unprecedented improvements in technological readiness, the Arab World continues to struggle to innovate and create broad-based opportunities for its youth. Government-led investment alone will not suffice to channel the energies of society toward more private sector initiative, better education and ultimately more productive jobs and increased social mobility. The Arab World Competitiveness Report 2018 published by the World Economic Forum and the World Bank Group outlines recommendations for the Arab countries to prepare for a new economic context.

The gap between the competitiveness of the Gulf Cooperation Council (GCC) and of the other economies of the region, especially the ones affected by conflict and violence, has further increased over the last decade. However, similarities exist as the drop in oil prices of the past few years has forced even the most affluent countries in the region to question their existing social and economic models. Across the entire region, education is currently not rewarded with better opportunities to the point where the more educated the Arab youth is, the more likely they are to remain unemployed. Financial resources, while available through banks, are rarely distributed out of a small circle of large and established companies; and a complex legal system limits access to resources locked in place and distorts private initiative.

At the same time, a number of countries in the region are trying out new solutions to previously existing barriers to competitiveness.

  • In ten years, Morocco has nearly halved its average import tariff from 18.9 to 10.5 percent, facilitated trade and investment and benefited from sustained growth.
  • The United Arab Emirates has increased equity investment in technology firms from 100 million to 1.7 billion USD in just two years.
  • Bahrain is piloting a new flexi-permit for foreign workers to go beyond the usual sponsorship system that has segmented and created inefficiencies in the labour market of most GCC countries.
  • Saudi Arabia has committed to significant changes to its economy and society as part of its Vision 2030 reform plan, and Algeria has tripled internet access among its population in just five years.

“We hope that the 2018 Arab World Competitiveness Report will stimulate discussions resulting in government reforms that could unlock the entrepreneurial potential of the region and its youth,” said Philippe Le Houérou, IFC’s CEO. “We must accelerate progress toward an innovation-driven economic model that creates productive jobs and widespread opportunities.”

“The world is adapting to unprecedented technological changes, shifts in income distribution and the need for more sustainable pathways to economic growth, “added Mirek Dusek, Deputy Head of Geopolitical and Regional Affairs at the World Economic Forum. “Diversification and entrepreneurship are important in generating opportunities for the Arab youth and preparing their countries for the Fourth Industrial Revolution.”

With a few exceptions, such as Jordan, Tunisia and Lebanon, most Arab countries have much less diversified economies than countries in other regions with a similar level of income. For all of them, the way toward less oil-dependent economies is through robust macroeconomic policies that facilitate investment and trade, promotion of exports, improvements in education and initiatives to increase innovation and technological adoption among firms.

Entrepreneurship and broad-based private sector initiative must be a key ingredient to any diversification recipe.

The Arab Competitiveness Report 2018 also features country profiles, available here: Algeria, Bahrain, Egypt, Jordan, Kuwait, Lebanon, Morocco, Oman, Qatar, Saudi Arabia, Tunisia, United Arab Emirates.

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Economy

The impact of labour market trainings on unemployment process in the global labour economy

Gunel Abdullayeva

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Since the 1990s, the persistence of high unemployment has been followed by two downturns, which affected an economic life over the world across the nation-states. The overt consequences cost unpleasantly social and economic outcomes for the states as well as societies. Henceforth, activation turn has observed once more shifting passive employment policies within the active policy actions of countries upon labour market at the beginning of a new millennium. It was supposed that the activation of jobless people through keeping employees occupied, job-search assistance, job creation and work experience programs, training and invest in up skilling, is an open way to fight against high unemployment and secure economic growth as well. Hereby, the idea of an active labour market policy (ALMP) became again pivotal tool in the domestic policy agendas of states in order to engage in new challenges of labour markets. Since the 1950s,it is an apparent fact that in Europe and the Nordic countries that the effectiveness of ALMPs engenders diminution in a structural and long-term unemployment and leads to increase net income together with the employment ratio of targeted groups in national economies.

With the XXI century’s new technological vicissitudes and industrialization, the active employment policies have been designed to support people with monetary (income) and non-monetary (education) incentives in order to reduce inequality, keep the balance of social inclusion, and stimulate market beyond to decrease unemployment. Consequently, labour market training grew into to become an important measure of ALMP strategies in the background of “welfare to workfare policy approach” to create better-skilled workforce as well as to surge adequate match between skilled manpower and needs of progressive demand in labour markets.

In fact, the scholarly studies state significant impacts of training and vocational programs in the activation of the workforce. For example, the 1950-1960s – Post War Era characterized with the rapid economic growth and labour supply shortage in the European industry. And as a solution, national employment policies started to focus on labour trainings. So that Sweden with its successful retraining system has been the pioneer of ALMP idea in the history. On the other hand, Germany with 1969`s Employment Promotion Act considered training as a principal component of active employment policies to upskill workforce in terms of new industrial needs by market demand.

The UN 2009 reports that education is considered one of the main indicators of poverty reduction: education and human resource investments contribute to an economic development of nation-states and societies. Higher educated people or up-skilled workforce boost up productivity and react the positively to technological changes. Some scholars and interlocutors claim that in long-term perspectives ALMPs should have to aim to develop an education and training system that enhances the productivity and employability of a labour force. Because of the fact that the skilled manpower is one of the cornerstones of the higher employment, developed economy, higher net income and well-being of the whole society.

Many types of research have been carried out to identify the prominence of labour market training, however, the Katz`s study (1993) shows the significant point of job market training as turning “unskilled labour” into “skilled labour”. Perceptibly, the unemployment problem is more common among less skilled individuals and new entrants to the market. Shifting in demand against unskilled labour force causes an unemployment among those people. In contrast to unskilled force reservation wage and labour demand is high for skilled manpower in the market. Here, the training policy helps turn out unskilled to a skilled workforce and to increase total employment in order to decrease unskilled unemployment. Research argues that training policy extends the skilled labour force and close the gap between the unskilled and skilled workers. Caruana and Theuma (2012) refer to Katz (1993) argue that in order to push jobless people towards work, some trainings improve the qualification of those workers who are already in the market. Hence, Katz (1993) emphasizes the importance of labour market training in reducing the unemployment rate of unskilled labour by transferring more workers to the skilled labour pool. They also underline the significant role of a training policy in improving the skills of employees and increasing, the supply of skilled manpower in the economy. The following figure “Development of Unskilled Labour Force” visualizes Katz`s statement andshows how training measure affects the job market in both ways. The points where demand curves intersect supply curves, which are given wages for skilled and unskilled labour respectively. As the author explains, the wages represent the remuneration of foregone opportunity costs that, logically, is higher for skilled labour than for unskilled one. Since labour demand for the skilled labour is stronger than that of unskilled labour, thus, the demand curve for the former one is more elastic. As the figure illustrates, after the implementation of training, part of unskilled labour is moving up to the skilled.

At the same time, scholar states that wage setting regulation, training, and education systems affect differently net income and employment perspectives. Consequently, education and labour training policies create an equal distribution of skills and able to reduce supply and demand shifting on wages and employment. Another study by Calmfors et al., (2001) argue that training programs increase the reservation wage of attendees. However, salary growth and employment perspectives are possible by time after long run participation in the program.

To sum up, the training policy is considered as a main supply-side policy tool of activation to tackle unemployment. Scholars argue that training programs are useful to prevent the long run unemployment and to keep unemployed active in the market via participation. However, ex-post evaluation of training programs is controversial. Country case studies show that training programs are more effective in the background of vocational education reforms and collaboration with demand-side active labour market policies.

Reference list:

  • , Forslund A., &Hemstrom M., (2001), Does Active Labour Market Policy Work? Lessons from Swedish experiences, Swedish Economy Policy Review, 85, 61-124
  • Caruana C. &Theuma M., (2012), The next leap – From Labour Market Programmes to Active Labour Market Policy.
  • Katz, F.L., (1993), Active Labor Market Policies to Expand Employment and Opportunity.
  • United Nations, (2009), Rethinking Poverty: Report on the World Social Situation 2010, Retrieved from http://www.un.org/esa/socdev/rwss/docs/2010/fullreport.pdf
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