CSP Supervision and Monitoring Guidelines

Introduction
Drishtee is a National Business Correspondent (BC) that provides banking and financial
services to rural customers through its network of Customer Service Points (CSPs). CSPs
are kiosk operators who act as agents of Drishtee and offer various banking products and
services to the customers using a biometric device and a computer system.

As a BC, Drishtee is responsible for ensuring that the CSPs operate in a safe, compliant,
and efficient manner, and that they provide quality services to the customers. To achieve
this, Drishtee conducts regular and quality visits to the CSP points by its supervisors.
The supervisors are trained and equipped to check various aspects of the CSP operations,
such as:

 The availability and visibility of the service boards, transaction registers, system-
generated slips, passbooks, and ATM cards.
 The adherence to the transaction limits, service charges, voice prompts, and
system recording.
 The completion of mobile seeding and Aadhaar seeding for all customers.
 The avoidance of any other financial activities or excessive charges by the CSPs.
 The coordination with the link branch and the conduct of financial literacy camps.

The purpose of this document is to provide a detailed checklist of the important points
that need to be checked by the supervisors during their visits to the CSP points. This
document also explains the rationale and benefits of each point.

Checklist for CSP Visits

Service Boards

 Ensure that the Service Available, Service Charge, and Transaction Available
with Limits boards are displayed in a prominent place in the CSP point in a
regional language that is clearly visible to customers.
 This will help the customers to know what services are offered by the CSP, how
much they have to pay for each service, and what are the maximum and minimum
amounts they can deposit or withdraw at a time.
 This will also prevent any confusion or misunderstanding between the customers
and the CSPs regarding the availability and charges of the services.
Transaction Registers

 Make sure that all transactions done through the system are recorded in the
presence of the customer. The customer’s signatures should be taken in the
transaction registers along with the amount entries, and the registers should be
reconciled daily. No transactions should be made if there is any issue with the
banking software or server.
 This will ensure that there is a proper record of all transactions done by the CSPs
and that there is no discrepancy or mismatch between the system and the register.
 This will also protect both the customers and the CSPs from any fraud or error
that may occur due to system failure or network outage.

System-generated Slips

 A system-generated slip must be provided to the customer without fail after every
successful transaction.
 This will serve as a proof of transaction for the customer and will help them to
verify the amount, date, time, account number, balance, and service charge of each
transaction.
 This will also help in resolving any dispute or complaint that may arise later
regarding any transaction.

Voice Prompts

 Every CSP must use a speaker and enable the voice prompt feature. This will
ensure that the customer is aware of what is being done through the system and
the amount of the transaction being made in the system with voice prompts.
 This will enhance the transparency and trust between the customers and the CSPs
and will reduce the chances of any manipulation or miscommunication by the
CSPs.
 This will also help in educating and informing the customers about how to use the
system and what to expect from each service.

Service Charges

 The customer should only pay the charges that are printed on the slip. The kiosk
operator should not collect any excessive charges from the customers.
 This will ensure that there is no overcharging or exploitation of the customers by
the CSPs and that they pay only what is due for each service.
 This will also increase the customer satisfaction and loyalty towards Drishtee and
its services.

Manual Slips & Branch Stationery

 The CSP must not use any manual deposit slip or withdrawal slip at his CSP point.
No branch stationery should be used by the CSP in his kiosk.
 This will ensure that there is no duplication or falsification of any document or
record by the CSPs and that they use only the system-generated slips for each
transaction.
 This will also prevent any confusion or conflict between the branch and the CSP
regarding the validity or authenticity of any document or record.
Transaction Limits

 Deposit and withdrawal transactions are limited to 30,000 rupees at a time in our
outlet. The CSP should not accept more than this amount for deposit at once.
 This will ensure that there is no violation of the regulatory norms or guidelines by
the CSPs.
 This will also reduce the risk of any fraud or misappropriation to our customers.

Fixed Deposits

 Only Rs. 10,000 rupees of fixed deposits (FDs) for rural & Rs 20,000 for Urban
are allowed in a CSP point. Check with some village customers if the CSP is
taking more than this amount for FD deposits.
 This will ensure that there is no misuse or misappropriation of the customer’s
funds by the CSPs and that they deposit the FD amount in the customer’s account
within the stipulated time.
 Our supervisors are requested to confirm by carefully investigations with the local
customers that CSP is not taking excessive amount for FD and No Fake FDR
Certificate provided to them.

Other Financial Activities

 The CSP should not be actively involved in any other financial activities at his
CSP point. This should be checked or cross-verified by the supervisor.
 This will ensure that there is no conflict of interest or diversion of attention by the
CSPs and that they focus on providing quality services to the customers through
Drishtee.
 This will also prevent any reputation or legal risk for Drishtee and its partners due
to any unethical or illegal activities by the CSPs.

Passbooks and ATM Cards

 All customers must be provided with passbooks and ATM cards.

 This will enable the customers to access their accounts and transactions through
multiple channels and platforms and to avail the benefits of various banking
schemes and products.
 This will also increase the customer engagement and retention for Drishtee and
its services.

Passbook Updates

 The customer’s passbook must be updated after every transaction.

 This will help the customers to keep track of their account balance and transaction
history and to verify the accuracy and completeness of each transaction.
 This will also facilitate the reconciliation and audit of the accounts and
transactions by the supervisors and the branch.
Mobile Seeding and Aadhaar Seeding

 Mobile seeding and Aadhaar seeding must be completed for all customers without
fail.
 This will enable the customers to receive SMS alerts and OTPs for their
transactions and to link their accounts with various government schemes and
subsidies.
 This will also improve the security and convenience of the transactions and the
identification and verification of the customers.

Link Branch Coordination

 Meeting regularly with the Link Branch of the assigned CSP and Conduct meeting
with all CSP’s by taking permission from the BM.
 This will help in establishing a good rapport and communication between the
supervisors, the CSPs, and the branch manager (BM) and in resolving any issues
or challenges faced by them.
 This will also help in sharing best practices, feedback, suggestions, and
performance reports among them.

Financial Literacy Camps

 Arrangement of FLC’s (Financial Literacy Camps) in the local village/area to

educate all activities conducted thorough CSP’s and the limitations with benefits.
 This will help in creating awareness and demand for Drishtee’s services among
the potential customers and in educating them about how to use them effectively
and safely.
 This will also help in promoting financial inclusion, empowerment, and well-
being among the rural population.

Conclusion
By following these guidelines, Drishtee can ensure that its CSPs are operating in a safe,
compliant, and efficient manner, and that they are providing quality services to their
customers. This can lead to increased business and reduced risk for Drishtee, its partners,
its CSPs, and its customers.

Sk Imiteyaz Mian
Risk & Compliance Team,
BC/Avyagrah Vertical
Drishtee.