A PROJECT REPORT ON

TOPIC

SUBMITTED BY
AKSHATA EKANATH PAWAR

T.Y.B.B.I
Roll No. 30
IN PARTIAL FULFILLMENT FOR THE AWARD OF THE
UNDER GRADUATE DEGREE IN
BACHELOR OF COMMERCE
(BANKING AND INSURANCE) SEMESTER-V
NOVEMBER, 2016

UNDER THE GUIDANCE OF

PROF. SANDESHA SHETTY
SUBMITTED TO

S.M. SHETTY COLLEGEOF SCIENCE,COMMERCE AND

MANAGEMENT STUDIES,POWAI.

UNIVERSITY OF MUMBAI

Address: Next to Hiranandani Gardens, Opp.JalvayuVihar, Mumbai-78, Maharashtra.

Website: www.smshettyinstitute.org
Email: college@smshettyinstitute.in

Tel No: 022-61327352

Fax No: 022-61327304

EVALUATION CERTIFICATE

This is to certify that AKSHATA EKANATH PAWAR of T.Y.B.B.I has submitted the project
work on INNOVATIVE PRODUCTS AND SERVICES IN ICICI B ANK In the
partial fulfillment of degree of BACHELOR OF COMMERCE (BANKING AND
INSURANCE) SEMESTER-V in the academic year

2016-2017

under the guidance of

PROF.SANDESHA SHETTY.

_________________________
EXTERNAL EXAMINER

________________________
(INTERNAL EXAMINER

_________________________
DR. SRIDHARA SHETTY
(PRINCIPAL)

Address: Next to Hiranandani Gardens, Opp.JalvayuVihar, Mumbai-78, Maharashtra.

Website: www.smshettyinstitute.org

Tel No: 022-61327352

Email:college@smshettyinstitute.inFax No: 022-61327304

DECLARATION BY THE STUDENT

I, AKSHATA EKANATH PAWAR Roll number 30, of S.M. Shetty College, TYBBI
(Banking and Insurance) Semester V, hereby declare that I have completed the project on

INNOVATIVE PRODUCTS AND SERVICES IN ICICI BANK During the

academic year 2016-2017, under the guidance of PROF.SANDESHA SHETTY, I further state
that the information submitted is true and original to the best of my knowledge.

____________________________
Signature of the Student
AKSHATA EKNATH PAWAR

ACKNOWEDGEMENT

I gratefully acknowledge and express deep appreciation to many people who have made
this project possible and visible. Mere thanks to our guide PROF.SANDESHA SHETTY seems
pretty small compared to the months of tremendous support and indulgence he gave. His review,
comments, corrections and suggestions have enormously enriched my project.

Without cheerful support and motivation of our Professional Course coordinator

PROF.SANDESHA SHETTY and Librarian Mrs. ALKA WADHWANA this project would not
have seen the light of the day. I am also grateful to our Principal Dr.SHRIDHARA SHETTY

I also would like to thank my parents and friends for helping me with the expertise in the
Banking Sector, without the help of this two this project would not be possible.

It gives me immense pleasure to present this project in the course of Banking and
Insurance, and I also would like to share the credit with our coordinator Prof. SANDESHA
SHETTY for him valuable tips in this project and understanding the concept of Leasing.

Objectives of the Project:

The main objective of the project was as follows:
1
2
3
4

To do the market research of various innovative products and services of bank.

To
To come up with several marketing strategies to tap into untapped market.

Executive summery
Private banking is a concept which is new and fast emerging in the world of banking
wherechanges have become a necessity in order for banks to survive in this compet
itiveenvironment vis--vis not only from the public and private sector banks but also
from the foreign banks. The objective of the research is to explore the various
products, which a private banker deals into and the systematic process involved to
match client requirements with the right kind of product
.

M ETHODOLOGY
The study was conducted by the means of personal interview with respondents and the
information given by they were directly recorded on questionnaire. For the purpose of analyzing
the data it is necessary to collect the vital information. There are two types of data, this are

Primary Data

Primary data is fresh data. This data is collected from books, internet and direct
questionnaire. The data is collected from questionnaire. The questionnaire is filled from
customer through direct interviewing them.

Secondary data

Secondary data is collected from magazines, newspaper, etc. eg. social networking sites, books,
newspaper, etc.

Introduction on Innovation
Satisfaction and Expectations move together. The level of expectations considerably influenced
by technological sophistication, corporatization, and flow of information, income and lifestyles
keep on moving upward which if not fulfilled properly opens doors of dissatisfaction. Today we
live in an age of technology. Frequent innovations in the development of sophisticated
technology pave ways for the emergence of an ultra modern lifestyle which brings an attitudinal
change in the customers and potential customers. The process of globalization gained momentum
during 1990s and with the beginning of 21st century; we find a significant increase in its flow.
The increasing heat of globalization has been successful in the development of corporate culture
and the credibility for the same goes to the techiculture which, of course, has revolutionized the
way of development vis a vis the behavioral patterns and cultural dimensions. It is against this
background that we find banks considerably influenced by techi culture not only in India but
around the globe. The new generation of private and foreign banks has activated the process of
technological sophisticated.

Globalization has brought structural changes in the world economy. This includes services,
particularly banking and financial services. Although service sector contributes significantly to
the national output, the impact of globalization on services is yet to capture the attention of
researchers.
Because businesses need to provide multiple avenues for accepting payments for products or
services, a stable, flexible and robust system is required to give the purchaser multiple ways to
pay. Innovation towards developing a better system should be developed to suite the customers
that delivers better services, a better way to accept those payments."

It is a well proven hypothesis that sustainable profit for the banks depends on Innovation.
Innovation depends on being able to bring together capabilities with a market opportunity. These
capabilities might be technology or expertise. The market opportunity is new customers, new
markets, or even with rival institutions. But, these things dont just happen by themselves.
Innovation requires the creation and management of an innovation infrastructure that will
encourage, reward new ideas and will manage and maintain a portfolio of innovation investments
and initiatives over time.
So, banks need to be able to make the investment and sustain the environment and the culture of
innovation. And they also need to be willing to fail, because not all innovations are going to
succeed. And so, banks need to consider that and plan on that happening. There are a few success
factors that we see all innovations in banking sharing, regardless of the type. They need to focus
on innovation that matches well-defined strategic priorities of the entire bank.
The second is that they need to have a vision for success and they need a couple of that bold
vision with smaller pilot projects so they can gain experience and build support for change across
the bank. Also, they need to measure and monitor results on a regular basis in order to ensure that
they maintain world class performance levels. Lastly it requires senior leadership, banks need to
be able to build and maintain support for development and implementation of innovation over a
sustained period.

Technology in Banking

Technology will bring fundamental shift in the functioning of banks. It would not only help them
bring improvements in their internal functioning but also enable them to provide better customer
service. Technology will break all boundaries and encourage cross border banking business.
Banks would have to undertake extensive Business Process Re-Engineering and tackle issues
like a) how best to deliver products and services to customers b) designing an appropriate
organizational model to fully capture the benefits of technology and business process changes
brought about. c) how to exploit technology for deriving economies of scale and how to create
cost efficiencies, and d) how to create a customer - centric operation model.
Entry of ATMs has changed the profile of front offices in bank branches. Customers no longer
need to visit branches for their day to day banking transactions like cash deposits, withdrawals,
cheque collection, balance enquiry etc. E-banking and Internet banking have opened new
avenues in convenience banking. Internet banking has also led to reduction in transaction costs
for banks to about a tenth of branch banking.
Technology solutions would make flow of information much faster, more accurate and enable
quicker analysis of data received. This would make the decision making process faster and more
efficient. For the Banks, this would also enable development of appraisal and monitoring tools
which would make credit management much more effective. The result would be a definite
reduction in transaction costs, the benefits of which would be shared between banks and
customers.

While application of technology would help banks reduce their operating costs in the long run,
the initial investments would be sizeable. IT spent by banking and financial services industry in
USA is approximately 7% of the revenue as against around 1% by Indian Banks. With greater
use of technology solutions, we expect IT spending of Indian banking system to go up
significantly.
One area where the banking system can reduce the investment costs in technology applications is
by sharing of facilities. We are already seeing banks coming together to share ATM Networks.
Similarly, in the coming years, we expect to see banks and FIs coming together to share facilities
in the area of payment and settlement, back office processing, data warehousing, etc. While
dealing with technology, banks will have to deal with attendant operational risks. This would be
a critical area the Bank management will have to deal with in future.
Payment and Settlement system is the backbone of any financial market place. The present
Payment and Settlement systems such as Structured Financial Messaging System (SFMS),
Centralised Funds Management System (CFMS), Centralised Funds Transfer System (CFTS)
and Real Time Gross Settlement System (RTGS) will undergo further fine-tuning to meet
international standards. Needless to add, necessary security checks and controls will have to be
in place. In this regard, Institutions such as IDRBT will have a greater role to play.
Innovation in Banking Services
Satisfied customers are the best guarantee for the stability and growth. Customers will be
satisfied only when the banks provide the customized and innovative products and services at
responsible cost. This article focuses on the kind of services provided by developed countries
and level of innovative services provided by Indian banks. Many innovative services are
currently available from Indian banks like E-Banking, ATMs, Anywhere Banking etc., but there

is a vast scope of improvement. Globalization, the buzzword, which engulfed all the nations of
the world since the beginning of the last decade of the past millennium, did not leave the banking
industry untouched. The opening of the world trade has brought out several changes in the global
banking map.
The continuing evolution of the banking and financial market has created opportunities both for
providers and for users of financial products and this evolution have proven beneficial to the
economy. However, innovations in financial products also have given rise to some new
challenges for market participants and their supervisors in the areas of corporate governance and
compliance. The changes that are taken place in the last decade demonstrate again the technical
weakness and weak corporate governance at a few firms can dramatically change the cost of
capital and impose additional regulatory burden on even well managed organizations.
A conventional bank may treat its customer as coldly as they cash they deposits or borrow. Many
banks have conveniently used control and security as reasons for their remarkable slow and
impersonal services. In recent, other service industries, like airlines have proven that customer
service can be a swift and enjoyable experience for both the clients and employees without
sacrificing control, costs, and profits. Some banks have finally adopted these new services
Paradigms, and are now branch marking with non-bank institution to learn about their best
practice. The growing concern about the improvement in service quality can be gauged by recent
news in the business standard dated June 1, 2008 where it was given that Banks are putting their
best face forward for improving service quality. While some like the Oriental Bank of
Commerce have prepared a detailed dress code of their employees, others have gone a step
forward and are recruiting people from the airline and hospitality industries to improve the
quality of front line sales staff.

The major brakes in the internal controls of big corporate and institutions such as share market in
the past few years. And the role of bankers has led bank regulators to change their view of
bankers relationships with their corporate clients. Technological innovation has helped in
overcoming any such problems. There was a time when we used to hear that duplicate share
certificates were flooding the market and large amount of money was being embezzled. Now
with demat accounts this risk is taken off. Lets see the currently booming plastic card market. In
India the growth is not that phenomenal but among the emerging economies, India is picking
well.
Technology is rapidly transforming the banking industry- and expanding its ability to reach the
unbanked. Employers in the developed countries are turning increasingly to electronic payroll
cards as a cost-effective way to reduce the burden of writing and processing checks. Consumers
are using their payroll cards and other versions of prepaid debit card- also known as stored value
cards- as a substitute for cash and checking accounts. Monitoring this trend, the American
Bankers Association reported last December that in 2009, for the first time, electronic payments
surpassed cash and chques as consumers preferred payment method for in store purchases- an
evolution of payment behavior, the ABA noted, driven by the increasing popularity of debit
cards. In a country like America, Debit cards accounted for nearly one-third (31%) of in-store
purchases in 2003, up from 21% only four years ago. Reliance on credit cards held steady during
that time, at about 21%. Cash and checks, which accounted for 57% of in-store purchases in
1999, dropped to about 47% last year. In India, if we see then, people still prefer to pay by cash.
The reason behind this mindset is safety for money. Still we are far behind in terms of Internet
security and E-money security.

Coming across through the performance of Banking Institutions of the west and seeing their
performance in the use of innovative methods to make themselves more customer-friendly we
would have no doubts about their strong banking mail-order company L.L. Bean, known for its
superb order-taking and service delivery systems, as its model for change. A major result of this
functional benchmarking was the establishment of a 24-hour customer service center that can not
only respond to queries and complaints but also promote and sell the banks products and
services. The center even allows customers to open a checking account anytime or negotiate an
overdraft at 2 am. The ATM was also reconfigured from mere cash dispenser to a versatile and
tireless account executive. The machine can even buy and sell mutual funds. Inspired by LL
Bean, Banks published a 50-page catalogue to help customers appreciate and select from its
more than 160 financial services.
Modern day banks have extended the concept of Mobile Banking. Some banks in the European
and American continents have launched floating branches on boats that provide full branch bank
services, to the convenience and delight of customers living in longhouses along the river banks.
To further enhance service, banks have also reconfigured their Automated Teller Machines to
dispense not only cash, but also commodity prices and information about its products and
services. The Korean Technology Banking Corporation (KTB) is setting up a Technology
Financing Information Center to serve the various needs of its clients, most of which are setting
up joint-venture overseas. The centers will contain a huge database of information analyzed from
various data from internal and external sources. By accessing this database, clients will get
information about specific technologies, local information, and other data relevant to the
ventures they are setting up. To facilitate processing, development financial institutions like the

Industrial Development Bank on India requires borrowers to submit loan application forms in
electronic floppy disks.
Some banks and financial institutions have done such a remarkable job in improving and
reinventing customer service that they themselves have become the benchmarks of other
companies outside the banking sector. For instance, American Express, the credit card company,
is the recognized benchmark to emulate when it comes to improving a companys billing
process. Amexs billing is reportedly the fastest and most accurate in the world in any industry.
Xerox, the benchmark for many quality practices, used the Amex model in enhancing its billing
system. In China, the benchmark for customer service and customer courtesy is surprisingly a
bank; The Industrial and Commercial Bank. Hundreds of retail shops and department stores,
many of which are known for rude service, visit the banks branches to learn a few lessons on
satisfying and delighting customers. Before sweeping changes were made, the Industrial and
Commercial Bank was also known for bad service and discourteous front line employees who
even swore at clients. One radical and highly effective policy it instituted was coming about with
a list of words and phrases their employees were forbidden to use when dealing with customers.
While other banks may refuse to change or accept soiled or old currency notes, the bank will
replace these without question.
Even clearinghouses have adopted the new service paradigms to support the banks initiatives.
For instance, the Singapore clearing House Association has cut the clearing of US $ checks
deposited in Singapore from two weeks to 3 days. The new system requires participating banks
to open US dollar accounts with Citibank to service their respective clients.
Innovation banking in customer service is indeed a welcome and long-awaited development.
Banks have to Focus on the kind of services provided by the banks in the developed countries

but this is not to deny the fact that the banking sector in India and other developing countries has
also started doing up well in terms of providing innovative and modern day banking facilities
along with good customer service. We hope that other left out banks and financial institutions
will follow suit soon. Satisfied customers are the best guarantee of stability and growth. As in
other service sectors, bank customers deserve the very best. In the past, banks have rarely treated
customers as people, preferring to treat them as account numbers, passbooks, and loan
applications. Customer service, in contrast to customer processing, is a concept whose time has
come for the banking industry worldwide.
Indian Banks Association (IBA) and ValueNotes jointly conducted a conference on Process
Innovation in Indian Banking Industry at Hotel Taj President, Mumbai on January 6th 2011 to
discuss various issues related to process outsourcing.

The researcher has observed the following major innovation in Indian banking Industry from
2004 -2011. The information is collected at the time of interview of branch managers and the
AGM interview conducted by the researcher in person.
1. Outsourcing: Technology is outsourced, ATMs are outsourced, soon even branch buildings
may be outsourced.
2. Knowledge Banking: Executives dont only peddle common banking solutions. They also act
as consultants delivering business solutions.

3. Microfinance Direct: Among the earliest to start offering micro-loans directly to poor
customers.

4. Futuristic Branch: A chip embedded in the debit cards of top customers alerts staff when one
walks in. An executive meets him and greets him by name. This technology is on trial in the
South Extension branch in Delhi.
5. Double Security: Besides their regular password, a second code is also generated just in time,
and delivered to the customers mobile.
6. Honey Farming: The bank has extended small loans of about Rs 25,000 each to over 2,000
bee farmers. The farmers provide their stocks of honey as collateral.
7. YESProfessional Entrepreneurship Programme (YPEP):The bank tapped the B-school
alumni network to hire top-notch graduates unhappy with the jobs they had chosen. Thats now
become a campus strategy. Currently, there are 270
8. Responsible Banking: A key differentiator for the bank, the programmes aim is to develop
innovative business solutions for social and environmental problems.
9. Money Monitor: Savings account customers get an online personal finance and wealth
management software.

Case study of ICICI on innovation

The ICICI bank was established in by ICICI in 1994. The Banks activities have gained
momentum with the reverse merger of the parent company ICICI with bank. ICICI is the Indias
largest bank and the second largest Indian bank in terms of assets. ICICI is well known as the
first Indian bank first listed in New York Stock exchange ( NYSE). ICICI bank has created
global benchmark through its US GAAP audit process, securities and exchange commission
compliance practice and corporate governance standards. Its business has been driven by the
multi channel distribution through over 600 branches, 1600 ATMs, mobile, telephone and
internet banking facilities. The bank to its credit has pioneered Internet banking in India and
more than 30 % of its retail customers are on the internet. ICICI has set up representative offices
and branches in countries such as UK and UAE.
ICICI has introduced a wide spectrum of innovative domestic and international banking to
facilitate trade, investment, cross border business and foreign 155
exchange services. The different innovative services and products offered by ICICI bank are
debit cum credit card , internet banking with free of cost, first bank in India to launch the website
in 1996, first bank in India to launch online payment 1999, monthly online transactions per
customer is 27.

INTRODUCTION TO ICICI BANK

ICICI Bank is India's second-largest bank with total assets of about Rs.1,67,659 crore at March
31, 2005 and profit after tax of Rs. 2,005 crore for the year ended March 31, 2005 (Rs. 1,637
crore in fiscal 2004). ICICI Bank has a network of about 560 branches and extension counters
and over 1,900 ATMs. ICICI Bank offers a wide range of banking products and financial services
to corporate and retail customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of investment banking, life and non-life
insurance, venture capital and asset management.

ICICI Bank set up its international banking group in fiscal 2002 to cater to the cross border needs
of clients and leverage on its domestic banking strengths to offer products internationally. ICICI
Bank currently has subsidiaries in the United Kingdom and Canada, branches in Singapore and
Bahrain and representative offices in the United States, China, United Arab Emirates,
Bangladesh and South Africa.

ICICI Bank's equity shares are listed in India on the Stock Exchange, Mumbai and the National
Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the
New York Stock Exchange (NYSE).
As required by the stock exchanges, ICICI Bank has formulated a Code of Business Conduct and
Ethics for its directors and employees.
At April 4, 2005, ICICI Bank, with free float market capitalization of about Rs. 308.00 billion
(US$ 7.00 billion) ranked third amongst all the companies listed on the Indian stock exchanges.

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution,
and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46%
through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs
listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an allstock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors
in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the
Government

of

India

and

representatives

of

Indian

industry.

The principal objective was to create a development financial institution for providing mediumterm and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its
business from a development financial institution offering only project finance to a diversified
financial services group offering a wide variety of products and services, both directly and
through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first
Indian company and the first bank or financial institution from non-Japan Asia to be listed on the
NYSE.

After consideration of various corporate structuring alternatives in the context of the emerging
competitive scenario in the Indian banking industry, and the move towards universal banking, the
managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI
Bank would be the optimal strategic alternative for both entities, and would create the optimal
The merger would enhance value for ICICI shareholders through the merged entity's access to
low-cost deposits, greater opportunities for earning fee-based income and the ability to
participate

in

the

payments

system

and

provide

transaction-banking

services.

The merger would enhance value for ICICI Bank shareholders through a large capital base and
scale of operations, seamless access to ICICI's strong corporate relationships built up over five
decades, entry into new business segments, higher market share in various business segments,
particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries.

In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI
and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services
Limited

and

ICICI

Capital

Services

Limited,

with

ICICI

Bank.

The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the
High Court of Gujarat at Ahmedabad in March 2002, and by the High Court of Judicature at
Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI
group's financing and banking operations, both wholesale and retail, have been integrated in a
single entity.

History
ICICI Bank was established by the Industrial Credit and Investment Corporation of India
(ICICI) , an Indian financial institution, as a wholly owned subsidiary in 1994. The parent
company was formed in 1955 as a joint-venture of the World Bank, India's public-sector banks
and public-sector insurance companies to provide project financing to Indian industry. The bank
was founded as the Industrial Credit and Investment Corporation of India Bank, before it
changed its name to the abbreviated ICICI Bank. The parent company was later merged with the
bank.
ICICI Bank launched internet banking operations in 1998.ICICI's shareholding in ICICI Bank
was reduced to 46 percent, through a public offering of shares in India in 1998, followed by an
equity offering in the form of American Depositary Receipts on the NYSE in 2000.ICICI Bank
acquired the Bank of Madura Limited in an all-stock deal in 2001 and sold additional stakes to
institutional investors during 2001-02In the 1990s, ICICI transformed its business from a
development financial institution offering only project finance to a diversified financial services
group, offering a wide variety of products and services, both directly and through a number of
subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and
the first bank or financial institution from non-Japan Asia to be listed on the NYSE.]
In 2000, ICICI Bank became the first Indian bank to list on the New York Stock Exchange with
its five million American depository shares issue generating a demand book 13 times the offer
size

In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI
and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial Services
Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by
shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at
Ahmedabad in March 2002 and by the High Court of Judicature at Mumbai and the Reserve
Bank of India in April 2002
In 2008, following the 2008 financial crisis, customers rushed to ICICI ATMs and branches in
some locations due to rumors of adverse financial position of ICICI Bank. The Reserve Bank of
India issued a clarification on the financial strength of ICICI Bank to dispel the rumors.

Broad objectives of the ICICI are:

To assist in the creation, expansion and modernization of private concerns;

To encourage the participation of internal and external capital in the privateconcerns;

To encourage private ownership of industrial investment.

The functions of the ICICI

It provides long-term and medium-term loans in rupees and foreigncurrencies.

It participates in the equity capital of the industrial concerns.

It underwrites new issues of shares and debentures.

It guarantees loans raised by private concerns from other sources.

It provides technical, managerial and administrative assistance to industrialconcerns.

The features of ICICIThe important features of the functioning of the ICICI arc as given below:

The financial assistance as provided by the ICICI includes rupee loans,foreign currency
loans, guarantees, underwriting of shares and debentures,and direct subscription to shares
and debentures.

Originally, the ICICI was established to provide financial assistance toindustrial concerns
in the private sector. But, recently, its scope has beenwidened by including industrial
concerns in the public, joint and cooperativesectors.

ICICI has been providing special attention to financing riskier and non-traditional
industries, such as chemicals, petrochemicals, heavy engineeringand metal products.
These four categories of industries have accounted formore than half of the total
assistance.

Of late, the ICICI has also been providing assistance to the small scaleindustries and the
projects in backward areas.

Along with other financial institutions, the ICICI has actively participated inconducting
surveys to examine industrial potential in various states.

ORGANISATIONAL STRUCTURE OF ICICI BANK

ICICI Banks organization structure is designed to be flexible and customer-focused, while
seeking to ensure effective control and supervision and consistency in standards across the
organization and align all areas of operations to overall organizational objectives. The
organization structure is divided into six principal groups ..
1. Retail BankingThe Retail Banking Group is responsible for products and services for retail customers and small
enterprises including various
creditproducts, liability products, distribution of third party investment andinsurance products
and transaction banking services.
2. Wholesale BankingThe Wholesale Banking Group is responsible for products and services for large and mediumsized corporate clients, including credit and treasury products, investment banking, project
finance, structured finance and transaction banking services.
3. International BankingThe International Banking Group is responsible for its international operations, including
operations in various overseas markets as well as its products and services for non-resident
Indians audits international trade finance and correspondent banking relationships.
4. Rural and Agricultural BankingThe Rural, Micro-Banking & Agri-Business Group is responsible for envisioning
and implementing rural banking strategy, including agricultural banking and micro-finance.
5. Government Banking
The Government Banking Group is responsible for government banking initiatives.
6. Corporate Center
The Corporate Center comprises the internal control environment functions (including
operations, risk management, compliance, audit and legal); finance; human rustics management;
and facilities management & administration

INOVATIVE PRODUCTS IF ICICI BANK :

1) Smart Vault
ICICI Bank, Indias largest private sector bank, today launched the Smart Vault, a fully
automated state-of-the-art locker available 24x7, including weekends and post banking hours.
The Smart Vault uses robotic technology to access the lockers from the safe vault and enables
customers to conveniently access their lockers at any time of their preference, in the comfort of a
secure lounge where the locker automatically comes up to the customer. Customers can access
the lockers in total privacy without any intervention of the branch staff. This initiative embodies
the Banks philosophy of khayaal aapka where in the Bank offers products and services
specially designed to make banking a convenient and pleasurable experience for its customers.

Located at New Delhi, the Smart Vault is equipped with multi-layered state-of-art security
systems including biometric authentication, debit card & PIN authentication, unique dimple keys
that are difficult to replicate, unbreakable lock system and the option of using additional personal
lock as well. To add to the security of the customers, there are several alert mechanisms, such as
a biometric alert facility, a direct call line to a central team available round-the-clock, automatic
alarms for sessions beyond a specified time, 24x7 armed guard, video patrolling by the Bank
post banking hours and SMS alerts to customers on usage of locker, thereby making the Smart
Vault safe and secure.

Inaugurating the Smart Vault, Ms. ChandaKochhar, MD & CEO, ICICI Bank said, ICICI
Bank has been a pioneer in leveraging innovations in technology to create products that suit
customers needs and provide increased convenience as well as enhanced security. We have
shaped the direction of technological progress in the Indian banking industry by taking the lead
in introducing path-breaking innovations including Internet, Mobile, Tab, Touch Banking
branches and banking on social media.

The launch of the Smart Vault marks a milestone in the Indian banking industry as it joins a
select group of overseas markets which has access to this unique vault with state-of-the art
robotic technology and high-end security. This innovation is an exemplary example of the
potential of Make in India as it has been both designed and manufactured by Indian partners.
We believe the Smart Vault will be yet another compelling addition to our array of technology
led propositions.

The Smart Vault facility comprises of a comfortable locker room for complete privacy. A
customer can gain access to this locker room by swiping her debit card and validating her
identity through biometric authentication. Once inside, the customer requires to swipe her debit
card again and enter her PIN on the interactive touch screen kiosk to select the locker she wants
to access. The robotic arm in the safe vault room then identifies, retrieves and presents the locker
to the customer at the lounge. The customer will now have to use her unique dimple keys to open
the locker and deposit or withdraw valuables from the locker. Once the transaction ends, the
robotic arm retracts the locker back to its secured location. The Smart Vault thus enables

customers to access their locker at a convenient height, eliminating the need to climb a ladder or
bend low as required in regular lockers.

With 80% of the components being Indian, the Smart Vault is an example of Indian innovation
and design capabilities. Made of MS Steel, each locker can bear load of 70 kg. In contrast,
lockers being offered by other banks globally are made of plastic and they can bear loads of only
25 kg. Lockers in the Smart Vault are available in four different sizes.

ICICI Bank has a widespread footprint of over three lakh traditional lockers across its branches.
The Bank also offers a free of charge, e-Locker, an online document storage facility on
its internet banking platform, wherein the customers can scan and store important documents like
PAN card, birth certificates among others.

This launch comes close on the heels of a slew of technology-led innovative services introduced
by the Bank. The list includes fully automated and round-the-clock 'Touch Banking' branches,
Tab Banking, banking on Facebook and Twitter, the country's first contactless debit and credit
cards, and Pockets, Indias first digital bank on mobile phone. The Bank has 4052 branches and
12811 ATMs (at June 30, 2015).

For

news

and

updates,

at www.twitter.com/ICICIBank.

visit www.icicibank.com and

follow

us

on

Twitter

About ICICI Bank Ltd: ICICI Bank Ltd (NYSE:IBN) is India's largest private sector bank with
consolidated total assets of US $ 132.17 billion at March 31, 2015. ICICI Bank's subsidiaries
include India's leading private sector insurance companies and among its largest securities
brokerage firms, mutual funds and private equity firms. ICICI Bank's presence currently spans
17 countries, including India.

Except for the historical information contained herein, statements in this release, which contain
words or phrases such as 'will', 'would', etc., and similar expressions or variations of such
expressions may constitute 'forward looking statements'. These forward-looking statements
involve a number of risks, uncertainties and other factors that could cause actual results to differ
materially from those suggested by the forward-looking statements. These risks and uncertainties
include, but are not limited to our ability to obtain statutory and regulatory approvals and to
successfully implement our strategy, future levels of nonperforming loans, our growth and
expansion in business, the adequacy of our allowance for credit losses, technological
implementation and changes, the actual growth in demand for banking products and services,
investment income, cash flow projections, our exposure to market risks as well as other risks
detailed in the reports filed by us with the United States Securities and Exchange Commission.
ICICI Bank undertakes no obligation to update forward-looking statements to reflect events or
circumstances after the date thereof. All reference to interest rates, penalties and other terms and
conditions for any products and services described herein are correct as of the date of the release
of this document and are subject to change without notice. The information in this document
reflects prevailing conditions and our views as of this date, all of which is expressed without any

responsibility on our part and is subject to change. In preparing this document, we have relied
upon and assumed, without independent verification, the accuracy and completeness of all
information available from public sources. ICICI Bank and the "I man" logo are the trademarks
and property of ICICI Bank. Any reference to the time of delivery or other service levels is only
indicative and should not be construed to refer to any commitment by us. The information
contained in this document is directed to and for the use of the addressee only and is for the
purpose of general circulation only.

2) Appathon
Appathon introduction
ICICI Bank invites you to explore the world of mobile innovation with the 'ICICI Appathon'.
This is a mobile solution development programme aimed at fostering the creation of new
solutions in Banking and Financial Services.
Participants need to envision a new solution and use the diverse set of Financial Services APIs to
create innovative minimum viable mobile solutions. The solutions that surpass the currently
available solutions in the market, give a superior and intuitive experience to the end user, will
compete for the top prizes in the Grand Finale.
The top three winners stand a chance to win prizes over Rs.20 lakh along with a potential
engagement opportunity with ICICI Bank. They will also be given a chance to be mentored by
the programme partners and get a fast track entry into NASSCOM 10,000 Startups Program.
Additionally, a 3 month full-time membership for up to 2 members of the winning team will be
provided across 91springboard hubs in India.

So get started and register now

ICICI Bank announced the launch of a virtual mobile app development challenge, Indias largest
mobile app development initiative by a bank. Christened ICICI Appathon, the programme aims
to attract developers, technology companies, startups, technopreneurs and students to create the
next generation of banking applications on mobile.

Hosted on the IBM Bluemix cloud based platform, 'ICICI Appathon' will offer a diverse set of
over 50 APIs (Application Programme Interface) from ICICI Bank and its group companies
namely ICICI Prudential Life Insurance, ICICI Lombard General Insurance and ICICI Securities.
As a first, payment APIs from 'Visa' and the 'Unified Payment Interface' API from NPCI will also
be available for the app development challenge. Visa and NPCI are the partners of 'ICICI
Appathon.'

Using these APIs, participants will have to create innovative working prototypes of mobile
applications that provides a superior customer experience.

Speaking about the initiative, Ms. ChandaKochhar, MD & CEO, ICICI Bank said, At ICICI
Bank, technology has been at the core of our strategy. In line with this vision, we have
introduced the 'ICICI Appathon' that will allow us to foster innovation and tap into the minds of
the most innovative developers. With India being among the top three internet users in the world,
mobile banking is witnessing an exponential growth. It is also bringing about a shift in consumer

preference wherein they want innovative solutions on the go. Through the 'ICICI Appathon', we
want to broad base and leverage on the innovative ideas and the exceptional talent in our
developers, technopreneurs and technology startups. We believe that programmes like these will
encourage young developers to create world class banking applications on mobile and will
strengthen the Government's 'Digital India' mission. We hope to get ideas for some exceptional
apps at the end of this development challenge.

Freelance developers, technology enthusiasts working in companies, startups and students from
the technology space can participate in the ICICI Appathon in the following way:

Registration: Participants can register on www.iciciappathon.com from February 16 to

March 01, 2016. The names of the shortlisted candidates will be announced on March 4,
2016. They will be given access to the APIs hosted on the IBM Bluemix platform on
March 5, 2016

Development: Participants will have to create minimum one innovative working

prototype using the virtual banking and financial services APIs. These need to be
submitted by March 27, 2016

Evaluation: Finalists will be announced on April 7, 2016. They will be invited to the
ICICI Bank headquarters in Mumbai to compete in the Grand Finale in mid of April 2016

Three 'ICICI Appathon' champions will be selected by a jury of eminent leaders from the BFSI
segment and startups. All participants will be judged on five criteria that include uniqueness,
functionality, business potential, user experience and scalability.

The top three winners will win prizes from a pool of over Rs 20 lakh along with a potential
engagement opportunity with ICICI Bank. They will also be given a chance to be mentored by
the event partners. Additionally, winners of the 'ICICI Appathon', who apply to the '10,000
Startups' of NASSCOM, will get a fast tracked entry into it. Moreover, two members of the
winning team shall also have access to the network and coworking community of 91springboard
(a co-working community of freelancers, startups and established small to large businesses)
across India.

ICICI Bank is the numerouno bank in the Indian mobile banking industry with over Rs 56,000
crore worth of transactions in April to November 2015. It is also the leading private sector bank
in volume of transactions in mobile banking. ICICI Bank was the first to launch mobile banking
app in India in 2008. iMobile, the app, has been recently revamped with over 140 services, the
most in the Indian banking industry. The Bank also introduced India's first digital bank on
mobile, 'Pockets'. This comprehensive application allows anyone, even those who are not
customers of ICICI Bank to instantly download it, fund it from any bank account and use it.
'Pockets' is also the world's first mobile application to integrate mVISA payment solution that
enables QR code based payments in the country. It also has a slew of solutions for peer-to-peer
payments including on social profiles like WhatsApp, email, and phone and by tapping two

smartphone using the near Field Communication (NFC) technology. In a short span of time,
'Pockets' has over 3 million downloads; over 70% of them are new-to-the Bank.

About ICICI Bank Ltd: ICICI Bank Ltd (NYSE:IBN) had consolidated total assets of US $
132.17 billion at March 31, 2015. ICICI Bank's subsidiaries include India's leading private sector
insurance companies and among its largest securities brokerage firms, mutual funds and private
equity firms. ICICI Bank's presence currently spans 17 countries, including India.
3) A unique 3-in-1 Online Trading Account
Equity:
You can use a variety of options while trading in equity:

Cash: You can buy and sell stocks on the Online Securities Platform with the
conventional method of buying with 100% cash at the time of purchase

SEP (Systematic Equity Plan): SEP helps you avoid timing the stock market and invest in
a disciplined manner. It averages the cost of investments, with small investments
happening at intervals. You can invest in Stocks, Gold and Index exchange traded funds
via this route.

VTC: You can place an order with a desired price level, which remains valid for 45 days.
The order gets executed only when the stock reaches your desired price.

 Mutual Funds

Invest in over 2,000 mutual fund schemes online with safety and convenience of our
award winning online platform

Get all transaction facilities such as lump sum/systematic investment, systematic

transfers/withdrawals, switches, Target Investment Plan, redemptions etc.

Get research views on over 200 mutual fund schemes

Use our well-researched model portfolio

Get your capital gains statement for investments at one click

Derivatives

Futures: Get higher exposure to hedge your cash and derivatives transactions

Future Plus: Take intra-day buy/sell positions in futures contracts and square them off
before the market closes

Options: Trade in index and stock contracts while limiting your downside

Shares as margin: Pledge your shares online and get additional limits to trade in F&O

IPO

Invest in IPOs with zero hassles and no paperwork, it was never so easy

You dont need to worry about refund if shares arent allotted with ASBA facility

Savings Bank Account**

Get access to 3,000+ ICICI Bank branches

Use any of the 10,000+ ATMs of ICICI Bank

Withdraw or deposit cash of up to 50,000

Free Internet and Mobile Banking

4) Cardless Cash Withdrawal

Presenting Cardless Cash Withdrawal service, a simple and safe mode to send cash 24x7, to any
mobile number in India.

All you need is to login to ICICI Bank with your Internet Banking user ID and password and
initiate a Cardless Cash withdrawal transaction. The recipient need not have any bank account
and can withdraw cash from over 10000 ICICI Bank ATMs across India, without any ATM card,
using the details received through an SMS.

Advantages of Cardless Cash Withdrawal!

24X7 service to send and withdraw cash, anywhere in India

The recipient need not hold a bank account

Safe and secure mode of cash transfer using Internet Banking

Obtain the cash instantly without any ATM card

Cash withdrawal is available from a large network of ICICI Bank ATMs

5) ICICI Bank launches India's first digital bank Pockets

ICICI Bank, Indias largest private sector bank, on Tuesday launched first digital Bank in the
country, Pockets, on a mobile phone.
Technology changed the way of life Technology changed the social life.. Technology
changed the way we do banking, said ChandaKochhar, Managing Director and Chief Executive
Officer of ICICI Bank while launching the product in Mumbai.
Anyone, including those who are not customers of ICICI Bank, can easily download the e-wallet
from Google Play store, fund it from any bank account in the country and start transacting
immediately.
This wallet uses a virtual Visa card which enables the users to transact on any website or mobile
application in India. Customers can also request for a physical card to use it at any retail outlet,
ICICI Bank said

The wallet allows users to instantly send money to any e-mail id, mobile number, friends on
Facebook and bank account. The users can pay bills, recharge mobiles, book movie tickets, order
food, send physical and e-gifts, split and share expenses with friends by using this e-wallet.
The limit for transaction is of worth Rs. 10,000, if it is not linked to a savings account of the
ICICI Bank.
Users can choose to add a zero-balance savings account to the wallet, which will allow them to
earn interest on their idle money. The universal wallet and the savings account are the first two

products to be launched as part of the Pockets digital bank. These products come with a new
youth centric look and feel.
ICICI Bank is always ahead of others using technology, said Ms. Kochhar, adding, 50 per
cent of our transactions done on internet and mobile, 38 per cent on ATM and other channels.
This wallet can be created by anybody, a customer of the bank or not, said Ms. Kochhar.
According to her todays youth wants everything instantly, on the go. Pockets addresses this
need by allowing anyone to open an account on their mobile phone in an instant and start
transacting immediately.
We believe that Pockets will help shape the future of digital payments in the country. We, at
ICICI Bank, will continue to focus on innovations in technology to offer unique propositions that
are simple, fast and convenient, said Ms. Kochhar.

Existing ICICI Bank savings account customers can also register for the e-wallet by simply using
their internet banking login credentials and authenticating the OTP sent to their registered mobile
number. Users can conveniently load funds into Pockets using any banks net banking or debit
card.
ICICI Bank said that the wallet comes with best-in-class security features. It allows only one
registration for a unique mobile number and requires mandatory authentication with user id and
password for every login, among others.

6) Pockets by ICICI Bank( Facebook banking ):

Pockets by ICICI Bank offer you the convenience of banking on Facebook. The first-of-its kind
app uses Facebook credentials to log into your account on Facebook to make banking fun and
social.
SEND MONEY TO FRIENDS

Pockets by ICICI Bank are your hero again. All you need to do is generate a coupon for the
required amount and send it to your friend via SMS/E-mail/Facebook personal notification. Your

friend can redeem the same instantly in his any bank account by authenticating himself and the
job's done. After all, it's true that a friend in need is a friend indeed!

QUICK PAY

You need to settle your utility bills but don't have the biller
registered in your account? Don't fret, you can still pay your bills

instantly!

Pockets by ICICI Bank lets you take care of all your bills easily and smartly from anywhere and
at any time. Gone are the days when bill payments meant standing in long queues, writing
cheques or even registering every new biller, Quick Pay is the cool new way to pay!

 PREPAID MOBILE RECHARGE

While you stay connected with your friends on Facebook, you can also continue your
conversations on the phone, even when you run out of talk-time.

Pockets by ICICI Bank let you recharge your prepaid mobile instantly, from Facebook itself. So
why bother to step out and run around for a recharge? Chat uninterrupted with family and friends
and never run out of talk-time now.

 BOOK MOVIE TICKETS FOR YOUR WHOLE GANG

Imagine how cool it is to plan for your favorite movie with

Facebook friends and instantly book the show tickets from Facebook itself! Impressive, isn't it?

With Pockets by ICICI Bank, you get one more chance to take the lead and flaunt yourself. Book
tickets for your whole gang, sit back and enjoy all your favorite movies with your best buddies.
And yes, don't forget the popcorn. Have fun!

TRANSACT, KEEP TRACK OF YOUR ACCOUNT AND DO A LOT MORE!

We surely dont believe in keeping our pockets half-filled. Thats why we have a lot more
features packed in for you. Whether youre suddenly reminded of a bill payment during a chat
with friends or a wall-post encourages you to open a FD, Pockets by ICICI Bank is always at
your service.

Not to mention that it will remain a handy tool whenever you need to check all your bank
accounts, credit cards and make fund transfer too. Well, theres still more but were sure you
would like to explore that for yourself. Have fun!

 BEING SOCIAL IS MORE FUN NOW THAT WE HAVE POCKETS BY ICICI

BANK!

Go Dutch with your friends and indulge more. Pockets by ICICI Bank help you to split
up your group expenses and share them amongst friends. So now is the time for another
party!

You can also book movie tickets for your whole gang of friends with Pockets by ICICI
Bank. Now that gives you a golden chance to sit back and enjoy all your favorite movies
with your best buddies.

Whats more? Chatting with family and friends will be uninterrupted now and you will
never run out of talk-time. Pockets by ICICI Bank let you recharge your prepaid mobile
instantly, from Facebook itself.

Hold on, theres still more. If you need to send money to a friend, all you have to do is
generate an e-Voucher for the amount using Pockets by ICICI Bank. Your friend can
redeem the same instantly.

7) TAB BANKING
ICICI Bank brings to you Tab Banking which offers you the convenience of opening a bank
account at your home or office.
Powered with an advanced application on tablets, you can now enjoy a faster and smoother
account opening experience with ICICI Bank. With Tab Banking, avoid the hassle of arranging
paper work like physical photograph and photocopies of KYC documents. Our Tab Banking
officer will come to a place of your convenience, click your photograph and scan the necessary
documents required to open an ICICI Bank account with the help of a tablet. What's more, your
account will be activated within a day.

8) E-lockers
ICICI e-Locker is an online document storage facility available on Internet Banking platform to
upload, download, view and store scanned copy of important documents like PAN card, Birth
Certificate, Agreements, Passbook Statements or other tax related documents securely.ICICI eLocker is a virtual online locker for customers analogous to physical lockers. It stores
electronically scanned copies of physical documents such as legal agreements, scanned copies of
mark sheets, degree certificates, etc. or other documents available in electronic format such as
bank statements, policy documents, etc.
9) I-sense
The I-Sense application, which works on fuzzy logic, is a real time predictive analytic system
assisting the end user in better Customer interaction and improving conversion ratio. The
application gives a 360 view of the customer's demographic information, transaction pattern &
overall relationship with the Bank.With increasing competition in the banking industry, banks are
constantly introducing new products in the market to attract new customers and get more
business from existing ones. This puts more pressure on the banking staffs who has to
consistently keep themselves abreast of these new offerings to be able to offer them to
customers. To ease this pressure and to generate more output, ICICI implemented the I-Sense
project, which is a BI deployment that provides a single unified view of the entire relationship of
the customer with the Bank. This helps customer service executives across various departments
to have firsthand information about their customers and helps them design customized service

offerings.I-Sense interacts with 20+ customer applications on a real time basis. (Viz. core
banking, mortgages, liability, auto/personal/small segment loans, credit & debit cards,
investments, demat, mutual funds, insurances, lead generation system, Pre-qualified offers, etc.).
The app culls out data from all these disparate applications and provides a consolidated
dashboard view to the Banks executives. Thus, it acts as an effective tool for sales, service, lead
generation, cross sell and compliance. It allows a 360 degree view of the customer, role based
access to view customer profile, real time alerts on sales, service and compliance. It is integrated
with core applications to enable seamless information view without having to toggle between
multiple systems. The application has been implemented on Ubuntu 10.0 Linux with Oracle DB
running on Solaris. In order to make all this possible, the bank also had to
10) TV banking
ICICI Bank and Dish TV today launched interactive banking service, ICICIATIVE that would
enable subscribers to access information on the bank's products and services from their home.
Through ICICIACTIVE, Dish TV viewers would get information about various types of ICICI
Bank accounts and deposits.
"The association with Dish TV will enable us to further extend our reach and offer latest
information to the customers," ICICI Bank Retail Liabilities Head ManinderJuneja said.
Dish subscribers can access information on different products, EMI on loans, eligibility criteria,
documentation, time required for processing a request, ATM/branch details.

ICICIATIVE would appear as a separate channel. The feature would be free for ICICI
Bank customers.
ICICI Bank said it is open to have similar kind of understanding with other DTH service
providersICICI Bank has for long pioneered the cause of financial inclusion, the bank has always
strived to serve customers from across the spectrum all over the country. In keeping with this
ideology ICICI Bank launched a new service that was sure to change the way Indians bank, TV
banking.

11) InstaBanking
InstaBanking makes your banking simpler, faster, and more convenient. Through these 5
great channels - Internet Banking, Mobile Banking, ICICI Bank ATMs, Instant Voice
Response (IVR) Banking and iMobile - you can do your day today banking anytime,
anywhere.
12) IVR Banking

Get all your banking needs answered right from your phone. ICICI Bank's Instant Voice
Response Banking is free of charge, fully automated and at the same time user-friendly. Having
an ATM Pin, TPIN as well as a personal password for your account and credit card ensures that
your transactions are secure.

13) iMobile
iMobile, our secure Mobile Banking application, gives you 24x7 control of your bank account.
You can transfer funds, pay bills, book tickets, do recharges, locate an ATM and much more on
the go.

14) Corporate Internet Banking

ICICI Bank' Corporate Internet Banking (CIB) is a one stop shop for all your online banking
needs. It gives you the power to execute critical bank transactions instantly from your office
locations with no time lags and hence is an indispensable tool in today's 24 x 7 high-speed
business world. With CIB, you can dramatically cut your paperwork and enjoy the triple benefits
of 'efficiency, ease of use and economy'. ICICI Bank has won the award for the "Best
Corporate /Institutional Internet Bank", as judged by Global Finance Magazine, USA for three
consecutive years, 2004, 2005, 2006.

15) Branches with Cash Deposit Machine

ICICI Bank's Cash Deposit Machines offer complete automated solution for cash deposit.
Customers and also representatives on behalf of customers can deposit cash into an ICICI Bank
account and get instant credit. What's more, the beneficiary also gets instant credit alert via SMS.

Customers can deposit cash through Debit Card swipe and customers representatives can
deposit cash by keying in the beneficiary account number on the kiosk.
16) Cash Acceptor Machine
One of the primary reasons a customer visits a bank branch is to deposit cash. For someone who
deposits cash on a regular basis, it can prove to be a lengthy and time-consuming process
Dynamic Queue Manager
Owing to the expertise of our skilled professionals, we are able to manufacture and supply our
clients high quality Dynamic Queue Management System. Suitable for handling high density
public interaction in various banks, consumer care centers and ticketing counters, this system is
greatly praised among our clients in the global market. Offered system is manufactured by our
adroit professionals using supreme grade components in tandem with set industry standards. We
offer this Dynamic Queue Management System in various designs and other specifications at
most competitive price range.
Features:

Low Operating Cost

Designed to operate in non stop environment

Easy Availability of Components on regular basis

Easy Serviceability and maintenance

The display unit shows token number of 04 alphanumeric digits against 02-digit Counter
number where the user will be served

On service of every token number, the user is alerted with a beep on the display board

The queue maintained on the display board will be in FIFO format

New token numbers will enter from the top of display board and will go out from the
bottom

If the user will not turn up on their respective counter, the token number will be shown
onto the missed queue
Usage Mechanism for Clients (Counter Executives):

The executives can login by their unique User name and Password.

They have the choice to select the counter numbers.

Counter Executive Screen:

After logging in, the user can see the current token issued.

Pending Token List.

Missed token number List

The Status Bar is available on the bottom of the Counter executive Screen to view the following:

User Name

Counter Number

Current token number

Date

Time

Connection Status with the Server

Missed Tokens:

If the customer does not turn up at the respective service counter, that token number is sent to the
missed token number list. The user calls the missed token number thrice. That missed number is
available at the missed token list. If the customer does not turned up till three calls that token
number is destroyed and new token is called up.

After calling the new token number, the user can minimize the software and can do their
respective job. The current details will be available at the minimized window as shown in the
following picture.
Functions Available at The Counter Executive Desk:

The following functions are available at the counter executive desk.

Call the Next token number

Assign the Token number as missing

Call the Next Token number after processing the previous Token Number

Call token numbers of other counter executives

Administrator Module:

Administrator can enter his/her User name and Password.

The administrator will issue the token no after the counter executive will login.

Administrator will have the status of all the tokens issued to their relevant counters with
additional information of all the pending token numbers.

After the token number is processed, the server will generate the next token number to
the counter as well as on the display board.

The administrator can add the new services dynamically.

The administrator can add or edit any Client and their properties including

Name of the agent

Activation Status

Counter type

Services to be assigned to the clients.

UDIO Effect: Our System will have auto announcement of the token number issued with respect
to the counter number.
Reports: The Administrator can select the Dates and the relevant services to generate reports.

Token Wise Reports

Counter Wise Reports

User Wise Reports

Day Wise Reports

Monthly Reports

Online reports (H/O can access all the Regional Clients located at different locations.)