Amid DFS Social Security Drive, Odisha Grameen Bank Staff Flag Target Pressure

Speaking to Kanal, an employee of Odisha Grameen Bank from a rural branch said, “How are we expected to meet enrollment targets in a two-staff branch setup? Enrollment requires customer consent, and a person can only be covered by one bank even if enrolled in many. Pushing schemes without customer willingness is not only unethical but also against past DFS guidelines.”

Adding to these concerns, employees have pointed out that official instructions from the DFS explicitly mandate customer consent for enrolment under social security schemes.

DFS Guidelines Stress Customer Consent

In a circular dated October 17, 2024 (F. No. 6(20)/2024-FI) titled “Beneficiary consent for enrolment under Jansuraksha Schemes i.e. PMJJBY & PMSBY - reg.”, DFS reiterated that schemes like PMJJBY and PMSBY are demand-driven and consent-based, requiring explicit permission from customers before enrolling them or deducting premiums.

Image: DFS directive on consent of customers for enrolment under Jansuraksha scheme

Despite this clear directive, field-level employees allege that targets are being imposed without regard for operational feasibility or the ethical concerns tied to customer consent, exposing them to both service risks and administrative pressure.

Nominee Details and Fear of Liability

The employee further explained a critical operational issue specific to erstwhile Utkal Grameen Bank branches, now part of Odisha Grameen Bank after amalgamation. “Our software mandates entering the nominee’s date of birth. Customers often do not know the exact date, and if we enter an arbitrary date, it can create legal complications during claims. In such cases, the staff member who keyed in the data may be held liable, with the same Regional Manager issuing a chargesheet against us later,” the employee said.

Balancing Act Between Outreach and Ground Realities

While the DFS campaign aims to enhance financial inclusion, bank employees stress the need for a balanced approach. “We understand the importance of social security coverage, but there has to be a realistic understanding of on-ground constraints, especially in rural branches with skeletal staff,” said another Odisha Grameen Bank officer.

The employees of Odisha Grameen Bank's ambitious DFS campaign have put frontline staff in a dilemma, balancing policy objectives with practical realities. Employees have expressed concern at the outreach efforts being implemented at the cost of ethical compliance and staff welfare.