India Post POSB Digital Adoption Initiative – User Manual for Digital Saathi

Document: USER MANUAL: E-KYC, MOBILE BANKING, INTERNET BANKING
Initiative: Digital Adoption Initiative
Prepared for: Digital Saathi
Organization: India Post – Post Office Savings Bank (POSB)

Representation of the Manual

🎯 Objective

The manual is designed to help Digital Saathis assist Post Office Savings Bank (POSB) customers in adopting digital banking services through:

e-KYC
Mobile Banking
Internet Banking

The goal is to reduce paperwork, shorten queues, and increase digital transactions in India Post.

📑 Contents Overview

Section 1: Introduction

POSB Digital Banking enables customers to perform banking activities without visiting the counter repeatedly.

Three Digital Channels:

Service	Purpose
e-KYC	Digital identity verification using Aadhaar
Mobile Banking	Everyday banking through smartphone
Internet Banking	Advanced banking services through web browser

Customers can:

Check balances
View statements
Transfer funds
Pay RD installments
Raise service requests
Open accounts digitally

Section 2: Activation Process

Five-Step Customer Engagement Model

Step 1 – Approach Customer

Greet customers warmly.
Meet customers before they reach the counter.

Step 2 – Ask Three Questions

Check whether the customer has:

Completed e-KYC
Activated Mobile Banking
Activated Internet Banking

Step 3 – Explain Benefits

Mobile & Internet Banking

"Check your balance, pay your RD, transfer money — any time, from wherever you are."

e-KYC

"Takes five minutes at the counter. Saves you a form every single time you withdraw."

Step 4 – Assist Registration

For Mobile/Internet Banking:

Help fill registration form.
Submit for processing.
Assist in app download and portal access.
Inform activation within 24 hours.

For e-KYC:

Verify Aadhaar availability.
Verify Aadhaar-linked mobile number.
Direct customer to counter.

Step 5 – Hand Over Flyer

Provide customer awareness material before they leave.

Section 3: e-KYC

Benefits of e-KYC

1. Faster Customer Onboarding

Create CIFs for:

POSA
MIS
TD
KVP
NSC
RD
PPF
SCSS

2. Paperless Banking

No withdrawal forms (up to ₹20,000) and no deposit forms regardless of amount.

3. Flexible Banking

Customers can use both:

Traditional paper-based banking
e-KYC-based banking

4. Re-KYC Anywhere

Existing customers can upgrade their CIF at any post office.

e-KYC Process

eCCRC – eKYC CIF creation / customer conversion.
De-duplication through Aadhaar, PAN, and Mobile.
Data fetched from UIDAI:
- Name
- Father/Husband Name
- Gender
- DOB
- Address
- Photograph
Update remaining mandatory fields.
Supervisor verification not required.
All single-account schemes except SSA can be opened through e-KYC.

Section 4: Mobile Banking

Major Services Available

4.1 Registration & Activation

OTP validation
MPIN creation
Login activation

4.2 Account Balance & Details

View:

Savings
RD
TD
PPF
NSC

4.3 Transaction History & Mini Statement

Check account transactions and mini statements.

4.4 Fund Transfer

Transfer funds:

Own accounts
Linked accounts
Other bank accounts
Savings → RD/PPF

4.5 RD Installment Payment

Pay recurring deposit installments digitally.

4.6 PPF Subscription & Loan Payment

Transfer funds to PPF accounts and repay loans.

4.7 Open RD/TD Account

Create new RD or TD accounts through mobile banking.

4.8 Pay PLI/RPLI Premium

Premium payment facility available.

4.9 ATM Card Request

Request a new ATM card/PIN.

4.10 Stop/Revoke Cheque

Cheque inquiry, stop cheque, and revoke cheque facility available.

Section 5: Internet Banking

Internet Banking provides a wider range of services than the mobile application.

Available Features

5.1 First Login Activation

User activation
Security questions
Login password setup
Transaction password setup

5.2 Profile & Password Management

Dashboard access
Profile management
Password change

5.3 Account Summary

View:

Savings
RD
TD
MIS
SCSS
NSC
KVP
PPF
SSA

5.4 Transaction History

Mini statement
Transaction history
Average balance information

5.5 Fund Transfers

Own account transfer
Third-party transfer
RD contribution
PPF transactions
SSA contributions

5.6 Open RD & TD Accounts

Online account opening facility.

5.7 PPF Services

Deposit
Withdrawal
Loan repayment

5.8 SSA Deposit

Deposit into Sukanya Samriddhi Accounts.

5.9 Manage Payees

Add payee
Modify payee
OTP-based authentication

5.10 Stop Cheque

Stop or revoke cheque requests.

5.11 General Services

TDS inquiry
Nominee maintenance
Complaint registration
Service requests

5.12 Interest Certificate Download

Download PDF interest certificates.

5.13 RD Standing Instruction Management

Modify or delete RD standing instructions.

5.14 TD / PPF / SCSS Extension

Extend or renew:

Time Deposit (TD)
Public Provident Fund (PPF)
Senior Citizen Savings Scheme (SCSS)

Key Message for Digital Saathi

✅ Promote digital banking adoption among POSB customers.

✅ Encourage e-KYC for paperless transactions.

✅ Assist customers in activating Mobile Banking and Internet Banking.

✅ Educate customers on digital services such as balance enquiry, fund transfer, RD payment, PPF services, account opening, ATM requests, and certificate downloads.

✅ Help reduce counter congestion and improve customer convenience through digital channels.

Download User Manual PDF

User Manual for POSB E-KYC, Mobile Banking, and Internet Banking for Digital Saathi