Union Bank’s Incognito Visits Stir Debate Over Employee Concerns

Union Bank of India's recent guidelines for incognito visits to assess customer service at its branches have triggered discussions within the banking community, raising concerns over the exclusion of employee-related issues in the assessment process. Banking unions are urging the management to broaden the scope of these inspections to include a review of working conditions and staff shortages, which they believe are critical to delivering improved customer service.

Customer Service Focus of Incognito Visits

The Union Bank of India initiated incognito visits to its branches across the country as part of its effort to monitor and improve customer service. According to the bank’s guidelines, these visits focus on assessing various aspects such as employee punctuality, customer interactions, cleanliness, and the availability of customer-friendly facilities like ramps and drinking water. Officers designated for these visits are required to document their findings in detailed reports, adhering to a strict Standard Operating Procedure (SOP) issued by the bank.

(Union Bank's official guidelines/SOP for incognito visits.)

The SOP also directs officers to assess the general ambiance of the branch, including lighting, cleanliness, and the presence of essential services such as complaint boxes and help desks. Officers must compare these observations with those of a nearby branch of another public or private sector bank.

Unions Demand Broader Focus on Employee Welfare

Despite the intent to improve customer service, employee unions are concerned that the bank’s incognito visits neglect critical aspects that affect employees’ ability to perform their duties effectively. The All India Union Bank Employees Association (AIUBEA) and the All India Union Bank Employees Federation (AIUBEF) have released statements calling for the inclusion of employee concerns in the inspection process. The unions have been campaigning against the recruitment freeze and staff shortage in Union Bank for a long time.  

Arnab Sarangi, Deputy General Secretary of AIUBEF, highlighted the need for a balanced approach. “If the management wants to inspect at what time the employees are reaching the branches, they need to register the time the employees leave as well. If customer service is being delayed in any branch, the officers conducting the incognito visits must note whether there is a staff shortage. It is essential to understand all the factors that contribute to the situation. That is the only way to improve service,” he told Kanal. AIUBEF was part of the Joint Forum of Union Bank Unions that recently organised an all India strike in Union Bank on 27 September 2024 with the demand of urgent recruitment. 

Transportation Difficulties for Visiting Officers

Concerns are not limited to branch employees. Sreenath Induchoodan, the Working President of AIUBOF, pointed out that officers assigned to conduct the visits face logistical challenges when traveling to distant branches. “The officers who are assigned incognito visits to far-away branches face difficulties with transportation. We have raised this issue with the management, and they assured us of reconsidering assignments that involve travel of over 300 km,” he said. He also emphasised that the unions are preparing a joint circular to address these concerns and propose solutions.

Open Letter and Circulars Raise Critical Points

The unions have also issued open letters and circulars to the bank’s employees and officers, urging them to ensure that the incognito visit reports accurately reflect ground realities. AIUBEF, in an open letter, urged employees to provide visiting officers with feedback on their working conditions, including staffing issues, cleanliness, and compliance with labour laws regarding casual workers.

(Open letter from AIUBEF to all Union Bank employees.)

The letter specifically pointed out several operational challenges, including the non-availability of critical equipment like passbook printing machines and cash deposit machines, which directly impact customer service. It also raised the issue of the bank’s failure to provide separate washrooms for female employees and highlighted grievances regarding delayed responses to employee queries.

AIUBEA’s circular echoed these concerns, emphasising that the incognito reports should not present a one-sided picture of customer service, especially when employee-related issues remain unresolved. The circular stressed that a complete assessment of customer service must consider staff shortages, infrastructure limitations, and technological challenges.

(Circular from AIUBEA.)

As Union Bank of India’s incognito visits continue, employee unions are pushing for a more holistic approach that considers the challenges faced by both customers and staff. While the initiative aims to enhance customer service, union leaders argue that a true improvement can only be achieved by addressing the concerns of employees, whose working conditions directly impact their ability to serve customers.