KARACHI: Ill-equipped bank branches are still struggling to provide uninterrupted satisfactory level of service to their clients while introduction of computer-driven systems in banks has proved to be a bane of customers.

“Every other day, computer systems break down, and make customers to suffer,” observed a client at a local bank branch.

The banks in Pakistan might have benefited as they churn out profits but the end-users, ATM card holders, cheque holders, depositors, salaried class who receive their salaries through banks complain of substandard service.

“System is down” is the common answer to frustrated customers waiting to be served.

The pattern is not exclusive to a particular bank. Almost all banks suffer such lapses. What adds insult to injury is the fact that the system fails usually in the first week of each month when they need to draw their salaries.

Recently, the computer system at an MCB branch in Journalists Society in Gulshan-i-Iqbal, Karachi, broke down. When bank hierarchy was contacted, they blamed the branch for mismanagement.

On Thursday, a National Bank branch reported system failure soon after the branch opened its doors for public dealing.

Inquiries revealed that many branches of the bank went dysfunctional because of computer system failure.

A branch manager shifted responsibility to the IT department at the head office. The president of NBP did not receive calls while the chairman who received the phone was out of country. He promised to look into the matter on return.

At the State Bank, the officer concerned promised to take up the issue at the right forum to force banks to improve quality of service for the general public and customers.

“Previously the SBP used to be more responsive, and used to facilitate customers. The gravity of the situation now demands that the SBP intervenes to facilitate account holders. Even ATMs do not work properly, “ said a customer.

Recently the State Bank directed banks to take necessary measures to ensure maximum availability of ATM services and avoid public inconvenience during the Eid holidays.

The banks were further advised to establish special help desks operating round-the-clock for ATM-related complaints.

“This year the situation will be worse since banks will remain closed for six days. I know none of the banks have made special arrangements to ensure supply of cash to ATMs during the week ahead,” observed an insider.

Published in Dawn, July 25th , 2014