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Table of Content

CHAPTER
No.
PARTICULARS

PAGE
No.
Acknowledgement 10-11
Executive Summary 12-14
Objective 15
Research Methodology 16
1 Overview of Industry 17-30
2 About ICICI 31-41
3 Operations & Product Features 42-117
The 5 S` Philosophy 118-127
Retail Business Development (RBD) 128-142
BankHome 143-154
Corporate Boxes 155-156
4 Analysis and Findings
Frequency oI Ioot Iall at the branch 158
Distance oI branch Irom Home/OIIice 159
Major issues Ior visiting the branch 160
ComIort level oI carrying out transactions Irom
home
161
8
Awareness oI Bankhome service 162
Awareness that Bankhome is a Iree service 163
Enrollment status 164
Enroll now 165
5 Conclusion and Recommendation
Conclusion 166-168
Awareness Promotion Strategies Recommended 169-170
Innovative Promotional Strategies Recommended 171-172
Pamphlet Proposed and Implemented 173-175
Proposed Locations Ior installing Drop boxes 176-177
Suggestions 178-179
Appendices 180

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On the successIul completion oI this project I would like to express
gratitude to all the people who have helped me in completion oI this project.
I wish to extend my deep and sincere gratitude to Ms.Mallika Gupta ,
Mr.Himashu Puri and Mr.Rishi Khandelwal to take out time Irom their busy
schedules to provide me with their able guidance at the time oI need and
who also helped me whole heartedly to achieve the ultimate goal oI the
study. I would also like thank Ms. Neelu Gupta and Ms. Rashmi Srivastav
Ior providing me guidance Ior understanding the operations oI the Bank.

I would especially like to thank Mr.Sandeep Singh Sandhu Retail Manager
Branch Banking, Mr. Rahul Krishnatrey Branch Manager Connaught Place
branch, Mr. Vikas Kukereja Branch Operation Manager Connaught Place
branch who gave me this opportunity to work with the second largest bank
oI India ICICI and at their very Iirst branch located at Connaught Place,
New Delhi.

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Finally would like to express my gratitude to Dr. M.S.Verma, ProI. Nitin
Seth, Jagan Institute oI Management Studies and its Iaculty Ior providing me
with this learning opportunity.

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The main object oI the project was to learn about the various products that
the bank had to oIIer to the customers, learn about the latest 5 S`
Philosophy that the bank has implemented, also learn the Retail Business
Development Model that is basically a new dimension oI selling product to
customers, analyze the awareness oI the Bankhome service with existing
customers, educate them regarding the same and motivate them to enroll Ior
the service and also try to assess why the customers are resisting to use the
service and Iinally encourage corporate organizations that maintain their
salary accounts with the bank to get a corporate box installed in their oIIice
premises.

In order to understand and analyze the awareness oI Bankhome service a
questionnaire was prepared and the Iocus was on the walk inns at the branch
that already are customers oI the bank. The idea was to analyze the various
issues as mentioned above. The analysis showed that many oI the existing
customers who live even Iar oII Irom the branch have high Irequency oI
visits to the branch. The analysis also clearly showed that the awareness
regarding the service was extremely low. The Bank had to promote the
service in order to reach out to the customers and make its presence Ielt.
Observation also indicated that the Ioot Ialls at the Connaught Place branch
actually come Irom almost all parts oI the city irrespective oI the
relationship the customers have with the branches through out the city,
making the task even more diIIicult the drop boxes throughout the city have
not been strategically been placed there various locations that do not have
the drop boxes but there is high number oI Ioot Iall Irom the area. Also this
13
lead to the understanding that the policy to install drop boxes in areas is very
Iaulty and the corporate oIIice must look into the matter. For awareness oI
the service I gave awareness strategies, Promotional strategies, Pamphlet to
educate customers regarding the service, places where the drop boxes should
be placed, and some suggestions to overcome the problem.

For Corporate Boxes the task was straight Iorward but tricky to handle, A
list oI organizations that had salary account relationship with the Connaught
Place branch was given, The idea was to visit the organizations meet the
person concerned and explain to him in the most proIessional manner the
Iunction oI the Corporate box and its advantage to the employees, get a set
oI documents signed that had details regarding the service and a letter that
indicates that the organization is willing to accept the Corporate box, and
then Iinally spend time with each employee oI the organization Ior educating
g them regarding the service and then enrolling them Ior the same. I was
able to convince 5 organizations to install a corporate box and give leads oI
concerned person oI 3 organizations however they required a senior person
visiting them, and was unable to appointment with 2 organizations Irom a
list oI 10 organizations that I had to cover.

For my task oI learning the various products and their Ieatures I was guided
by the executives at the bank a lot oI observation went in and suIIicient data
Iorm the internet was used to understand the products. The 5 S` Philosophy
which is only Ior the employees oI the bank was available to me through
observation, guidance oI superior employees. The task oI understanding the
RBD model was Iully through the humble guidance oI Mr.Rishi Khandelwal
Regional Sales Manager. The RBD model oI sales has high signiIicance as
the scope oI banking products is expanding.

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1. To gain knowledge oI the various products and their Ieatures
through observation method and through secondary data

2. To understand daily operations oI the bank

3. To learn Retail Business Development Model

4. BankHome
O &nderstand the process oI BankHome
O Find out the awareness oI the service
O Motivate customers to enroll Ior the service
O Develop ideas Ior awareness
O Develop promotional strategies Ior the service
O Places to put drop boxes
O Find out drawbacks oI the service
O Motivate organizations to put up corporate boxes

5. To convince organizations to install Corporate Boxes in their
primises and explain to them the advantages and the
15
Iunctioning oI the same and get the employees enrolled Ior the
same

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Secondary Data:

Was collected Irom internet and intranet within the company Ior

O &nderstanding the product and the Ieatures .
O &nderstanding the Iunctioning oI Bankhome.
O Obtaining the documents Ior Corporate Boxes.
O InIormation collected Iorm guidance oI superior managers to
understand the RBD process

Primary Data:

The data consisted oI

O InIormation collected with the help oI Questionnaire Ior
analyzing Bankhome service. Sample size oI which was 200
existing customers. Personal interview was done with the walk
ins.
O Observation method was used Ior understanding various products
and their Ieatures and understanding the 5 `S` Philosophy

Limitations:
16

O Paucity oI time
O Concentrating on the happenings on speciIic branch and not
on the bank policies on a whole

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The banking sector reIorms undertaken in India Irom 1992
onwards were basically aimed at ensuring the saIety and soundness
oI Iinancial institutions and at the same time at making the banking
system strong, eIIicient, Iunctionally diverse and competitive. The
reIorms included measures Ior arresting the decline in productivity,
eIIiciency and proIitability oI the banking sector. Furthermore, it
was recognized that the Indian banking system should be in tune
with international standards oI capital adequacy, prudential
regulations, and accounting and disclosure standards. Financial
soundness and consistent supervisory practices, as evident in our
level oI compliance with the Basel Committee.s Core
Principles Ior EIIective Banking Supervision, have made our
banking system resilient to global shocks.

India has not Iaced any major economic/Iinancial crises, though in
1990-91, there was some pressure on the external sector with the
current account deIicit and external debt servicing reaching large
proportions. However, due to prudent macroeconomic policies, it
was possible to return the country to a sustainable growth path. As
well as the long history oI regulation and supervision, Indian banks
have limited exposure to sensitive sectors such as real estate,
equity, etc, strict control over oII-balance sheet activities, larger
holdings oI government bonds (which helps limit credit risk),
18
relatively well- diversiIied credit portIolios, statutory restrictions
on connected lending, adequate control over currency and maturity
mismatches, etc, which has insulated them Irom the adverse impact
oI Iinancial crisis and contagion. Banks in India have played a
signiIicant role in the development oI the Indian economy.
However, with the structural reIorms initiated in the real
economy Irom the early 1990s, it was imperative that a vibrant
and competitive Iinancial system should be put in place to
sustain the ongoing process oI reIorms in the real sector.
The Iinancial sector reIorms have provided the necessary platIorm
Ior the banking sector to operate on the basis oI operational
Ilexibility and Iunctional autonomy, thereby enhancing eIIiciency,
productivity and proIitability. The reIorms also brought about
structural changes in the Iinancial sector and succeeded in easing
external constraints on its operation, introducing transparency in
reporting procedures, restructuring and recapitalising banks and
enhancing the competitive element in the market through the entry
oI new banks. The ongoing revolution in inIormation and
communication technology has, however, largely bypassed the
Indian banking system given the low initial level oI automation.
The competitive environment created by Iinancial sector reIorms
has nonetheless compelled the banks to gradually adopt modern
technology, albeit to a limited extent, to maintain their market
share. Banks continue to be the major Iinancial intermediaries
with a share oI 64 oI total Iinancial assets. However, non-bank
Iinancial companies and development Iinance institutions are
also emerging as alternative sources oI Iunding. In India, Ioreign
banks account Ior only around 8 oI the total assets oI the banking
system. Further, domestic households are not allowed to place
deposits abroad. Similarly, conditions Ior accessing overseas
capital markets by domestic corporates have been stringent, in
terms oI size, maturity, pricing, etc. The impact oI the entry oI
Ioreign banks on domestic banks is likely to depend on various
Iactors such as the structure, strength and competitiveness oI
domestic banks, the share oI Ioreign banks, and the
19
regulatory/supervisory Iramework. While the entry oI Ioreign
banks could deIinitely improve the competitive environment,
they are not likely to weaken domestic banks. With better
technology and expertise in oIIering specialised banking
products such as derivatives, advisory
services, trade Iinance, etc, the entry oI Ioreign banks can
enhance healthy competition and has a positive spillover eIIect
on the domestic banks. The domestic banks would be under peer
pressure to improve operational eIIiciency. It needs, however, to be
recognised that the banking system in India is quite competitive
with the presence oI public, private and Ioreign banks. Thus, the
major Iorces Ior change in the Indian context have been the
Iollowing:
- consistent and strong regulatory and supervisory Iramework;
- structural reIorms in the real and Iinancial sectors;
- commitment to adopt and reIine regulatory and supervisory
standards on a par with international best practices; and
-competition Irom Ioreign banks and new-generation private sector
banks.

In India the banks are being segregated in diIIerent groups. Each group has
their own beneIits and limitations in operating in India. Each has their own
dedicated target market. Few oI them only work in rural sector while others
in both rural as well as urban. Many even are only catering in cities. Some
are oI Indian origin and some are Ioreign players.

Among the Public Sector Banks in India, &nited Bank oI India is one oI the
14 major banks which were nationalised on July 19, 1969. Its predecessor, in
the Public Sector Banks, the &nited Bank oI India Ltd., was Iormed in 1950
with the amalgamation oI Iour banks viz. Comilla Banking Corporation Ltd.
(1914), Bengal Central Bank Ltd. (1918), Comilla &nion Bank Ltd. (1922)
and Hooghly Bank Ltd. (1932).

Oriental Bank oI Commerce (OBC), a Governmet oI India &ndertaking
oIIers Domestic, NRI and Commercial banking services. OBC is
implementing a GRAMEEN PROJECT in Dehradun District (&P) and
20
Hanumangarh District (Raiasthan) disbursing small loans. This Public
Secotor Bank India has implemented 14 point action plan Ior strengthening
oI credit delivery to women and has designated 5 branches as specialized
branches Ior women entrepreneurs

Private banking in India was practiced since the begining oI banking
system in India. The Iirst private bank in India to be set up in Private Sector
Banks in India was IndusInd Bank. It is one oI the Iastest growing Bank
Private Sector Banks in India. IDBI ranks the tength largest development
bank in the world as Private Banks in India and has promoted a world class
institutions in India.

The Iirst Private Bank in India to receive an in principle approval Irom the
Reserve Bank oI India was Housing Development Finance Corporation
Limited, to set up a bank in the private sector banks in India as part oI the
RBI's liberalisation oI the Indian Banking Industry. It was incorporated in
August 1994 as HDFC Bank Limited with registered oIIice in Mumbai and
commenced operations as Scheduled Commercial Bank in January 1995.

ING Vysya, yet another Private Bank oI India was incorporated in the year
1930. Bangalore has a pride oI place Ior having the Iirst branch inception in
the year 1934. With successive years oI patronage and constantly setting
new standards in banking, ING Vysya Bank has many credits to its account.

1he Co operative banks in India started Iunctioning almost 100 years ago.
The Cooperative bank is an important constituent oI the Indian Financial
System, judging by the role assigned to co operative, the expectations the co
operative is supposed to IulIil, their number, and the number oI oIIices the
cooperative bank operate. Though the co operative movement originated in
the West, but the importance oI such banks have assumed in India is rarely
paralleled anywhere else in the world. The cooperative banks in India plays
an important role even today in rural Iinancing. The businessess oI
cooperative bank in the urban areas also has increased phenomenally in
recent years due to the sharp increase in the number oI primary co-operative
banks.

Co operative Banks in India are registered under the Co-operative Societies
21
Act. The cooperative bank is also regulated by the RBI. They are governed
by the Banking Regulations Act 1949 and Banking Laws (Co-operative
Societies) Act, 1965.

#ural banking in India started since the establishment oI banking sector in
India. Rural Banks in those days mainly Iocussed upon the agro sector.
Regional rural banks in India penetrated every corner oI the country and
extended a helping hand in the growth process oI the country.

SBI has 30 Regional Rural Banks in India known as RRBs. The rural banks
oI SBI is spread in 13 states extending Irom Kashmir to Karnataka and
Himachal Pradesh to North East. The total number oI SBIs Regional Rural
Banks in India branches is 2349 (16). Till date in rural banking in India,
there are 14,475 rural banks in the country oI which 2126 (91) are located
in remote rural areas.

Apart Irom SBI, there are other Iew banks which Iunctions Ior the
development oI the rural areas in India. Few oI them are as Iollows.

Haryana State Cooperative Apex Bank Limited

The Haryana State Cooperative Apex Bank Ltd. commonly called as
HARCOBANK plays a vital role in rural banking in the economy oI
Haryana State and has been providing aids and Iinancing Iarmers, rural
artisans, agricultural labourers, entrepreneurs, etc. in the state and giving
service to its depositors.

NABARD

National Bank Ior Agriculture and Rural Development (NABARD) is a
development bank in the sector oI Regional Rural Banks in India. It provides
and regulates credit and gives service Ior the promotion and development oI
rural sectors mainly agriculture, small scale industries, cottage and village
industries, handicraIts. It also Iinance rural craIts and other allied rural
economic activities to promote integrated rural development. It helps in
securing rural prosperity and its connected matters.

Sindhanur Urban Souharda Co-operative Bank
22

Sindhanur &rban Souharda Co-operative Bank, popularly known as S&CO
BANK is the Iirst oI its kind in rural banks oI India. The impressive story oI
its inception is interesting and inspiring Ior all the youth oI this country.

United Bank of India

&nited Bank oI India (&BI) also plays an important role in regional rural
banks. It has expanded its branch network in a big way to actively
participate in the developmental oI the rural and semi-urban areas in
conIormity with the objectives oI nationalisation.

Syndicate Bank

Syndicate Bank was Iirmly rooted in rural India as rural banking and have a
clear vision oI Iuture India by understanding the grassroot realities. Its
progress has been abreast oI the phase oI progressive banking in India
especially in rural banks.

oreign Banks in India always brought an explanation about the
prompt services to customers. AIter the set up Ioreign banks in
India, the banking sector in India also become competitive and
accurative.

New rules announced by the Reserve Bank oI India Ior the Ioreign
banks in India in this budget has put up great hopes among Ioreign
banks which allows them to grow unIettered. Now Ioreign banks in
India are permitted to set up local subsidiaries. The policy conveys
that Iorign banks in India may not acquire Indian ones (except Ior
weak banks identiIied by the RBI, on its terms) and their Indian
subsidiaries will not be able to open branches Ireely. Please see the
list oI Foreign banks in India till date.

List oI Foreign Banks in India
Abu Dhabi Commercial Bank
ANZ Grindlays Bank
Bank oI America
23
Bank oI Ceylon
BNP
Citi Bank
China Trust Commercial Bank
HSBC
Standard Chartered Bank
Taib Bank
Bank oI Nova Scotia
ABN-AMRO Bank
Deutsche Bank
JPMorgan Chase Bank
By the year 2009, the list oI Ioreign banks in India is going to
become more quantitative as number oI Ioreign banks are still
waiting with baggage to start business in India.

By 2009 Iew more names is going to be added in the list oI Ioreign
banks in India. This is as an aItermath oI the sudden interest shown
by Reserve Bank oI India paving roadmap Ior Ioreign banks in
India greater Ireedom in India. Among them is the world's best
private bank by EuroMoney magazine, Switzerland's &BS.

The Iollowing are the list oI Ioreign banks going to set up business
in India
Royal Bank oI Scotland
Switzerland's &BS
&S-based GE Capital
Credit Suisse Group
Industrial and Commercial Bank oI China
Merrill Lynch is having a joint venture in Indian investment
banking space -- DSP Merrill Lynch. Goldman Sachs holds stakes
in Kotak Mahindra arms.

GE Capital is also having a wide presence in consumer Iinance
through GE Capital India.

24
India's GDP is seen growing at a robust pace oI around 7 over
the next Iew years, throwing up opportunities Ior the banking
sector to proIit Irom.

The credit oI banks has risen by over 25 in 2004-05 and the
growth momentum is expected to continue over the next Iour to
Iive years.

Participation in the growth curve oI the Indian economy in the next
Iour years will provide Ioreign banks a launch pad Ior greater
business expansion when they get more Ireedom aIter April 2009.

The central bank oI the country is the Reserve Bank oI India (RBI). It was
established in April 1935 with a share capital oI Rs. 5 crores on the basis oI
the recommendations oI the Hilton Young Commission. The share capital
was divided into shares oI Rs. 100 each Iully paid which was entirely owned
by private shareholders in the begining. The Government held shares oI
nominal value oI Rs. 2,20,000.

Reserve Bank oI India was nationalised in the year 1949. The general
superintendence and direction oI the Bank is entrusted to Central Board oI
Directors oI 20 members, the Governor and Iour Deputy Governors, one
Government oIIicial Irom the Ministry oI Finance, ten nominated Directors
by the Government to give representation to important elements in the
economic liIe oI the country, and Iour nominated Directors by the Central
Government to represent the Iour local Boards with the headquarters at
Mumbai, Kolkata, Chennai and New Delhi. Local Boards consist oI Iive
members each Central Government appointed Ior a term oI Iour years to
represent territorial and economic interests and the interests oI co-operative
and indigenous banks.

The Reserve Bank oI India Act, 1934 was commenced on April 1, 1935. The
Act, 1934 (II oI 1934) provides the statutory basis oI the Iunctioning oI the
Bank.

The Bank was constituted Ior the need oI Iollowing:
25
O To regulate the issue oI banknotes
O To maintain reserves with a view to securing monetary stability and
O To operate the credit and currency system oI the country to its
advantage.
Functions of Reserve Bank of India

The Reserve Bank oI India Act oI 1934 entrust all the important Iunctions oI
a central bank the Reserve Bank oI India.

Bank of Issue

&nder Section 22 oI the Reserve Bank oI India Act, the Bank has the sole
right to issue bank notes oI all denominations. The distribution oI one rupee
notes and coins and small coins all over the country is undertaken by the
Reserve Bank as agent oI the Government. The Reserve Bank has a separate
Issue Department which is entrusted with the issue oI currency notes. The
assets and liabilities oI the Issue Department are kept separate Irom those oI
the Banking Department. Originally, the assets oI the Issue Department were
to consist oI not less than two-IiIths oI gold coin, gold bullion or sterling
securities provided the amount oI gold was not less than Rs. 40 crores in
value. The remaining three-IiIths oI the assets might be held in rupee coins,
Government oI India rupee securities, eligible bills oI exchange and
promissory notes payable in India. Due to the exigencies oI the Second
World War and the post-was period, these provisions were considerably
modiIied. Since 1957, the Reserve Bank oI India is required to maintain gold
and Ioreign exchange reserves oI Ra. 200 crores, oI which at least Rs. 115
crores should be in gold. The system as it exists today is known as the
minimum reserve system.

Banker to Government

The second important Iunction oI the Reserve Bank oI India is to act as
Government banker, agent and adviser. The Reserve Bank is agent oI
Central Government and oI all State Governments in India excepting that oI
Jammu and Kashmir. The Reserve Bank has the obligation to transact
Government business, via. to keep the cash balances as deposits Iree oI
interest, to receive and to make payments on behalI oI the Government and
to carry out their exchange remittances and other banking operations. The
Reserve Bank oI India helps the Government - both the &nion and the States
26
to Iloat new loans and to manage public debt. The Bank makes ways and
means advances to the Governments Ior 90 days. It makes loans and
advances to the States and local authorities. It acts as adviser to the
Government on all monetary and banking matters.

Bankers' Bank and Lender of the Last Resort

The Reserve Bank oI India acts as the bankers' bank. According to the
provisions oI the Banking Companies Act oI 1949, every scheduled bank
was required to maintain with the Reserve Bank a cash balance equivalent to
5 oI its demand liabilites and 2 per cent oI its time liabilities in India. By
an amendment oI 1962, the distinction between demand and time liabilities
was abolished and banks have been asked to keep cash reserves equal to 3
per cent oI their aggregate deposit liabilities. The minimum cash
requirements can be changed by the Reserve Bank oI India.

The scheduled banks can borrow Irom the Reserve Bank oI India on the
basis oI eligible securities or get Iinancial accommodation in times oI need
or stringency by rediscounting bills oI exchange. Since commercial banks
can always expect the Reserve Bank oI India to come to their help in times
oI banking crisis the Reserve Bank becomes not only the banker's bank but
also the lender oI the last resort.

Controller of Credit

The Reserve Bank oI India is the controller oI credit i.e. it has the power to
inIluence the volume oI credit created by banks in India. It can do so through
changing the Bank rate or through open market operations. According to the
Banking Regulation Act oI 1949, the Reserve Bank oI India can ask any
particular bank or the whole banking system not to lend to particular groups
or persons on the basis oI certain types oI securities. Since 1956, selective
controls oI credit are increasingly being used by the Reserve Bank.

The Reserve Bank oI India is armed with many more powers to control the
Indian money market. Every bank has to get a licence Irom the Reserve
Bank oI India to do banking business within India, the licence can be
cancelled by the Reserve Bank oI certain stipulated conditions are not
IulIilled. Every bank will have to get the permission oI the Reserve Bank
beIore it can open a new branch. Each scheduled bank must send a weekly
return to the Reserve Bank showing, in detail, its assets and liabilities. This
27
power oI the Bank to call Ior inIormation is also intended to give it eIIective
control oI the credit system. The Reserve Bank has also the power to inspect
the accounts oI any commercial bank.

As supereme banking authority in the country, the Reserve Bank oI India,
thereIore, has the Iollowing powers:
(a) It holds the cash reserves oI all the scheduled banks.

(b) It controls the credit operations oI banks through quantitative and
qualitative controls.

(c) It controls the banking system through the system oI licensing, inspection
and calling Ior inIormation.

(d) It acts as the lender oI the last resort by providing rediscount Iacilities to
scheduled banks.

Custodian of Foreign Reserves

The Reserve Bank oI India has the responsibility to maintain the oIIicial rate
oI exchange. According to the Reserve Bank oI India Act oI 1934, the Bank
was required to buy and sell at Iixed rates any amount oI sterling in lots oI
not less than Rs. 10,000. The rate oI exchange Iixed was Re. 1 sh. 6d.
Since 1935 the Bank was able to maintain the exchange rate Iixed at lsh.6d.
though there were periods oI extreme pressure in Iavour oI or against

the rupee. AIter India became a member oI the International Monetary Fund
in 1946, the Reserve Bank has the responsibility oI maintaining Iixed
exchange rates with all other member countries oI the I.M.F.

Besides maintaining the rate oI exchange oI the rupee, the Reserve Bank has
to act as the custodian oI India's reserve oI international currencies. The vast
sterling balances were acquired and managed by the Bank. Further, the RBI
has the responsibility oI administering the exchange controls oI the country.

Supervisory functions

In addition to its traditional central banking Iunctions, the Reserve bank has
certain non-monetary Iunctions oI the nature oI supervision oI banks and
promotion oI sound banking in India. The Reserve Bank Act, 1934, and the
28
Banking Regulation Act, 1949 have given the RBI wide powers oI
supervision and control over commercial and co-operative banks, relating to
licensing and establishments, branch expansion, liquidity oI their assets,
management and methods oI working, amalgamation, reconstruction, and
liquidation. The RBI is authorised to carry out periodical inspections oI the
banks and to call Ior returns and necessary inIormation Irom them. The
nationalisation oI 14 major Indian scheduled banks in July 1969 has imposed
new responsibilities on the RBI Ior directing the growth oI banking and
credit policies towards more rapid development oI the economy and
realisation oI certain desired social objectives. The supervisory Iunctions oI
the RBI have helped a great deal in improving the standard oI banking in
India to develop on sound lines and to improve the methods oI their
operation.

Promotional functions

With economic growth assuming a new urgency since Independence, the
range oI the Reserve Bank's Iunctions has steadily widened. The Bank now
perIorms a varietyoI developmental and promotional Iunctions, which, at
one time, were regarded as outside the normal scope oI central banking. The
Reserve Bank was asked to promote banking habit, extend banking Iacilities
to rural and semi-urban areas, and establish and promote new specialised
Iinancing agencies. Accordingly, the Reserve Bank has helped in the setting
up oI the IFCI and the SFC; it set up the Deposit Insurance Corporation in
1962, the &nit Trust oI India in 1964, the Industrial Development Bank oI
India also in 1964, the Agricultural ReIinance Corporation oI India in 1963
and the Industrial Reconstruction Corporation oI India in 1972. These
institutions were set up directly or indirectly by the Reserve Bank to
promote saving habit and to mobilise savings, and to provide industrial
Iinance as well as agricultural Iinance. As Iar back as 1935, the Reserve
Bank oI India set up the Agricultural Credit Department to provide
agricultural credit. But only since 1951 the Bank's role in this Iield has
become extremely important. The Bank has developed the co-operative
credit movement to encourage saving, to eliminate moneylenders Irom the
villages and to route its short term credit to agriculture. The RBI has set up
the Agricultural ReIinance and Development Corporation to provide long-
term Iinance to Iarmers.

Classification of RBIs functions

29
The monetary Iunctions also known as the central banking Iunctions oI the
RBI are related to control and regulation oI money and credit, i.e., issue oI
currency, control oI bank credit, control oI Ioreign exchange operations,
banker to the Government and to the money market. Monetary Iunctions oI
the RBI are signiIicant as they control and regulate the volume oI money and
credit in the country.

Equally important, however, are the non-monetary Iunctions oI the RBI in
the context oI India's economic backwardness. The supervisory Iunction oI
the RBI may be regarded as a non-monetary Iunction (though many consider
this a monetary Iunction). The promotion oI sound banking in India is an
important goal oI the RBI, the RBI has been given wide and drastic powers,
under the Banking Regulation Act oI 1949 - these powers relate to licencing
oI banks, branch expansion, liquidity oI their assets, management and
methods oI working, inspection, amalgamation, reconstruction and
liquidation. &nder the RBI's supervision and inspection, the working oI
banks has greatly improved. Commercial banks have developed into
Iinancially and operationally sound and viable units. The RBI's powers oI
supervision have now been extended to non-banking Iinancial
intermediaries. Since independence, particularly aIter its nationalisation
1949, the RBI has Iollowed the promotional Iunctions vigorously and has
been responsible Ior strong Iinancial support to industrial and agricultural
development in the country

30

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31
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ICICI Bank is India's second-largest bank with total assets oI about
Rs.1,67,659 crore at March 31, 2005 and proIit aIter tax oI Rs. 2,005 crore
Ior the year ended March 31, 2005 (Rs. 1,637 crore in Iiscal 2004). ICICI
Bank has a network oI about 560 branches and extension counters and over
1,900 ATMs. ICICI Bank oIIers a wide range oI banking products and
Iinancial services to corporate and retail customers through a variety oI
delivery channels and through its specialized subsidiaries and aIIiliates in
the areas oI investment banking, liIe and non-liIe insurance, venture capital
and asset management.

ICICI Bank set up its international banking group in Iiscal 2002 to cater to
the cross border needs oI clients and leverage on its domestic banking
strengths to oIIer products internationally. ICICI Bank currently has
subsidiaries in the &nited Kingdom and Canada, branches in Singapore and
Bahrain and representative oIIices in the &nited States, China, &nited Arab
Emirates, Bangladesh and South AIrica.

ICICI Bank's equity shares are listed in India on the Stock Exchange,
Mumbai and the National Stock Exchange oI 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 Iormulated a Code oI
Business Conduct and Ethics Ior its directors and employees.

At April 4, 2005, ICICI Bank, with Iree Iloat market capitalization oI about
Rs. 308.00 billion (&S$ 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
Iinancial institution, and was its wholly-owned subsidiary. ICICI's
shareholding in ICICI Bank was reduced to 46 through a public oIIering oI
shares in India in Iiscal 1998, an equity oIIering in the Iorm oI ADRs listed
on the NYSE in Iiscal 2000, ICICI Bank's acquisition oI Bank oI Madura
Limited in an all-stock amalgamation in Iiscal 2001, and secondary market
sales by ICICI to institutional investors in Iiscal 2001 and Iiscal 2002. ICICI
was Iormed in 1955 at the initiative oI the World Bank, the Government oI
32
India and representatives oI Indian industry. The principal objective was to
create a development Iinancial institution Ior providing medium-term and
long-term project Iinancing to Indian businesses. In the 1990s, ICICI
transIormed its business Irom a development Iinancial institution oIIering
only project Iinance to a diversiIied Iinancial services group oIIering a wide
variety oI products and services, both directly and through a number oI
subsidiaries and aIIiliates like ICICI Bank. In 1999, ICICI become the Iirst
Indian company and the Iirst bank or Iinancial institution Irom non-Japan
Asia to be listed on the NYSE.

AIter consideration oI various corporate structuring alternatives in the
context oI the emerging competitive scenario in the Indian banking industry,
and the move towards universal banking, the managements oI ICICI and
ICICI Bank Iormed the view that the merger oI ICICI with ICICI Bank
would be the optimal strategic alternative Ior both entities, and would create
the optimal legal structure Ior the ICICI group's universal banking strategy.
The merger would enhance value Ior ICICI shareholders through the merged
entity's access to low-cost deposits, greater opportunities Ior earning Iee-
based income and the ability to participate in the payments system and
provide transaction-banking services. The merger would enhance value Ior
ICICI Bank shareholders through a large capital base and scale oI
operations, seamless access to ICICI's strong corporate relationships built up
over Iive decades, entry into new business segments, higher market share in
various business segments, particularly Iee-based services, and access to the
vast talent pool oI ICICI and its subsidiaries. In October 2001, the Boards oI
Directors oI ICICI and ICICI Bank approved the merger oI ICICI and two oI
its wholly-owned retail Iinance subsidiaries, ICICI Personal Financial
Services Limited and ICICI Capital Services Limited, with ICICI Bank. The
merger was approved by shareholders oI ICICI and ICICI Bank in January
2002, by the High Court oI Gujarat at Ahmedabad in March 2002, and by
the High Court oI Judicature at Mumbai and the Reserve Bank oI India in
April 2002. Consequent to the merger, the ICICI group's Iinancing and
banking operations, both wholesale and retail, have been integrated in a
single entity.

33

BOARD MEMBERS

Board Members
Mr. N. Vaghul, Chairman
Mr. &day M. Chitale
Mr. Sridar Iyengar
Mr. Lakshmi N. Mittal
Mr. Anupam Puri
Mr. Vinod Rai
Mr. Somesh R. Sathe
Mr. M.K. Sharma
Mr. P.M. Sinha
ProI. Marti G. Subrahmanyam
Mr. T.S.Vijayan
Mr. V. Prem Watsa
Mr. K.V. Kamath, Managing Director & CEO
Ms. Lalita D. Gupte, Joint Managing Director
Ms. Kalpana Morparia, Deputy Managing Director
Ms. Chanda Kochhar, Executive Director
Dr. Nachiket Mor, Executive Director

34
BOARD COMMITIES

Agriculture & Small Enterprises Business Committee
Mr. N. Vaghul
Mr. Somesh R. Sathe
Mr. P. M. Sinha
Mr. M. K. Sharma

Audit Committee
Mr. &day M. Chitale
Mr. Somesh R. Sathe
Mr. M. K. Sharma

Board Governance & Remuneration Committee
Mr. N. Vaghul
Mr. Anupam Puri
Mr. M.K. Sharma
Mr. P.M. Sinha

Business Strategy Committee
Mr. N. Vaghul
Mr. Anupam Puri
Mr. M. K. Sharma
Mr. P. M. Sinha
Mr. K. V. Kamath

Credit Committee
Mr. N. Vaghul
Mr. Somesh R. Sathe
Mr. M.K. Sharma
Mr. K. V. Kamath

Fraud Monitoring Committee
Mr. &day M. Chitale
Mr. M.K. Sharma
Mr. K.V. Kamath
Ms. Kalpana Morparia
35
Ms. Chanda D. Kochhar

Risk Committee
Mr. N. Vaghul
Mr. &day M. Chitale
Mr. V. Prem Watsa
Mr. K. V. Kamath

Share TransIer & Shareholders'/ Investors' Grievance Committee
Mr. &day M. Chitale
Mr. Somesh R. Sathe

Committee oI Directors
Mr. K. V. Kamath
Ms. Lalita D. Gupte
Dr. Nachiket Mor

Asset-Liability Management Committee
Ms. Lalita D. Gupte
Dr. Nachiket Mor

36
CO#PO#1E SOCI #ESPOASIBII1Y

SOCIAL INITIATIVES GRO&P (SIG):
ICICI Bank's social sector initiatives aim to resolve some oI the most
Iundamental developmental problems Iacing India today. Its involvement is
primarily in terms oI non-commercial support to Iill knowledge and practice
gaps in speciIic thematic areas Early Child Health, Elementary Education
and Micro Financial Services.
SIG interactive platIorm that seeks to:
O Bring together participants in the development process to widen and
deepen the discourse inIorming development practice. Interactive
Ieatures include discussion boards and Iacilities to post papers, articles
or other resources.

O Publish research related to innovations and signiIicant problems
within the identiIied thematic areas.

O Enable online application Ior Iunding.

MISSION STATEMENT OF SIG

The mission statement oI the SIG is "to identiIy and support initiatives
designed to improve the capacities oI the poorest oI the poor to participate in
the larger economy". The SIG believes that the three Iundamental capacities
any individual should possess to be able to participate in the larger economy
are in the areas oI health, education and access to basic Iinancial services.
Within these broad areas, inIant health at birth, elementary education and
micro Iinancial services deIine the areas in which the SIG`s work Iocuses
At a very basic level, the programmes and projects supported by the SIG are
required to cater to the poorest. They should enable them to become active
37
and inIormed participants in socio-economic processes as opposed to passive
observers. These initiatives must be output oriented, with a Iocus on
producing measurable outcomes that meet a minimum quality requirement.
The initiatives also need to be cost-eIIective. This is in recognition oI the
Iact that resources are limited and their eIIicient use is imperative iI the
maximum number is to beneIit. Cost-eIIectiveness also Iacilitates the
adoption oI the initiative in other contexts.
The initiative must be scalable. Scalability implies the ability to draw upon
important elements oI a programme and adapt them to suit the needs oI a
speciIic situation. It should be possible to do so at a national level. Even iI
the programme itselI is not directly scaleable, it should be possible to take
away signiIicant lessons Irom it in order to enrich work in other settings.
All supported initiatives should have the potential Ior both near and long-
term impact. Consequentially, it is important that the impact oI these
programmes, in the near and long term, be careIully understood and
analyzed in a rigorous manner and not through anecdotes. It is critical to
clearly understand how an initiative is perIorming in terms oI its
predetermined goals and in comparison to alternatives. There is little doubt
that a complex oI Iactors, very oIten beyond the control oI the programme/
organization, will inIluence the outcome. Yet, serious and regular impact
analysis can only make the programme richer and is essential. The SIG
assigns greater value to programmes/ organizations that careIully examine
the short-term and long-term implications oI their actions.
In pursuit oI its goals in the three Iocus areas, the SIG tends to support
reasonably large-sized initiatives so that issues such as cost-eIIectiveness,
scalability and impact assessment can be dealt with more directly. These
initiatives not only have the potential to provide key research inputs to other
programmes, but also tend to have a large impact that beneIits the
communities they work with. The approach oI the SIG may thus be
characterized more broadly as action research`, to distinguish it Irom pure
academic research. However, in its research work and impact assessment,
the SIG seeks to adhere to the highest standards oI academic rigour. It oIten
works in partnership with academic institutions such as Institute oI Rural
Management Anand, KEM, Massachusetts Institute oI Technology, Tata
Institute oI Social Sciences, &niversity oI CaliIornia, Berkeley and the
&niversity oI Southampton.
38
It is crucial that the programmes supported by SIG be time-bound. This
lends clarity to the aim oI the programme and prevents its intent Irom getting
diluted over time.
The SIG works by identiIying gaps in knowledge and practice in its Iocus
areas and locating initiatives that address these gaps in a manner consistent
with the SIG`s mission. The identiIication oI research needs is Iollowed by
an in-depth analysis oI the short-term and long-term implications oI various
Iorms oI action. Among other things, this requires taking a comprehensive
overview oI work already done in the country and outside. The SIG, thus,
seeks to answer certain Iundamental questions in its Iocus areas through the
projects it supports and, thereby, contribute to Iindings that help the sector. It
should be pointed out that the SIG does not Iunction as a rollout agency.
An important Ieature oI the SIG`s strategy is the belieI in strengthening or
supplementing existing systems, rather than investing in parallel structures.
Another key element oI its strategy is the building oI long-term relationships
with suitable partners. As part oI this eIIort, the SIG works actively to
improve the eIIicacy oI these partners and ensure sustained impact.
In pursuit oI its goals, the SIG seeks to work actively with research agencies,
Non-Governmental Organisations (NGOs), Corporates, Government
departments, local stakeholders and international organisations. It should
also be noted that the group believes modern technologies, particularly
InIormation and Communication Technologies (ICT) can prove to be
important Iacilitators iI used appropriately.

FOC&S AREAS OF SIG

The SIG has three Iocus areas:
O Early Child Health

O Elementary Education

O Micro Financial Services

39
Health: Early Child Health
This Iocus seems to have the potential Ior maximum long and short-term
impact and appears achievable in the most cost-eIIective and thereIore
scaleable manner.ICICI Bank aims to improve individual capacity by
impacting two important indicators oI chronic undernutrition in the Iirst
three years at the national level:
Proportion oI babies born with a birth weight oI less than 2.5 kg at or
beyond 37 weeks oI gestation (Intra-&terine Growth retardation,
I&GR)
Proportion oI children under three years who are stunted.
Education: Elementary Education
Education (and not just literacy) up to the elementary level seems to be
almost a necessary condition Ior any individual (rich or poor) to be able to
participate in any manner in the larger economy Here the goal is to work
towards the universalisation oI elementary education all across India, rural
and urban, with a substantial diIIerence being made by 2010. The goal
Iocuses on retention in school and learning achieved.
Money: Micro Financial ServicesThese services would include basic
banking (savings and cash management), Iinance (debt and equity),
insurance (liIe and health) and derivatives. The goal here is to Iacilitate
universal access to these Iour services by the year 2010.

In addition to its core areas oI Iocus, the SIG, in a limited manner, supports
some other initiatives:
1. Non-governmental Organization (NGO) Capacity Building
This is supported through the GIVE (Giving Impetus to Voluntary EIIort)
Foundation. It seeks to provide a variety oI services to NGOs listed
including Iacilitating the receipt oI donations online (Give Online), sale oI
NGO products (Shop Online), volunteering oI time and skills (Volunteer
Online) and news (News Online).
2. Modernization of the Indian Financial System
40
This involves encouraging appropriate research and institution building
eIIorts on a national basis. It is a virtual non-proIit research centre that acts
as a platIorm to address and encourage debate, and develop a non-partisan
opinion on various issues oI concern and interest in Iinancial economics
relating to emerging markets. ICICI Bank has supported the development oI
various Iinancial institutions such as the National Stock Exchange and the
Bombay Stock Exchange. It has also supported the Institute Ior Financial
Management and Research, Chennai.
The changed economic climate in India, with a growing emphasis on the
market, has hastened the need Ior an inIormed and participatory socio-
economic order. As one oI the largest players in the economic landscape oI
the country, ICICI Bank believes that its involvement in the commercial
sector must be backed by a simultaneous commitment in the social sector.
This is particularly so iI any oI the larger goals oI economic liberalisation in
India, and oI its players, is to be brought to Iruition. ICICI Bank seeks to
perIorm its role in the social sector through a dedicated not-Ior-proIit group,
the Social Initiatives Group (SIG).

41
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42

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43
ICICI Bank oIIers wide variety oI Deposit Products to suit customer
requirements. Coupled with convenience oI networked branches/ over 1800
ATMs and Iacility oI E-channels like Internet and Mobile Banking, ICICI
Bank brings banking at the doorstep.

SAVINGS ACCO&NT

ICICI Bank oIIers customers a power packed Savings Account with a host
oI convenient Ieatures and banking channels to transact through. So now
customers can bank at their convenience, without the stress oI waiting in
queues. ICICI Bank provides its customers with various types oI savings
accounts keeping in mind diIIerent needs oI diIIerent people.

O Normal Savings Account
O Special Savings Account
O Senior Citizen Accounts
O Young Stars Accounts
O Women Accounts

Aormal Savings ccount:

The Normal savings Account that ICICI oIIers has the Iollowing salient
Ieatures

1. Anywhere Banking: Opening an account with ICICI is not exclusive
to the branch the customer has walked into, customer enjoy the power
oI banking at any oI the branches throughout India. Customers have
the power to withdraw cash up to Rs. 50,000 and make cash deposits
up to Rs. 50,000 as well.

2. Internet Banking: This is a value added service that the customers are
oIIered Iree oI cost it allows them to check their account balance, pay
utility bills, make Iund transIers between selI accounts as well as third
party at the click oI the mouse.

44
3. Ncash debit cum ATM card: It is an international 2-in-1 card that
enables customers not only to withdraw cash Irom ICICI but also
Irom a non ICICI VISA ATM`s Iurther it allows customers to shop at
various merchant outlets accredited to VISA across the globe.

4. Minimum Balance: Customers need not maintain a daily minimum
balance in their account. On a given day balance in the account may
drop to zero, this allows customers all their Iunds at their disposal.
Customers need to maintain an average balance oI Rs.5,000 per
quarter. Non-maintenance oI the minimum average quarterly balance
attracts a Iee oI Rs.750 per quarter.

5. Others:

- Customers can give us various types oI standing instructions like
transIerring to Iixed deposit accounts at regular intervals.
-Nomination Iacility is available.
-Interest is payable halI-yearly.

Documentation Required.

(A) Identity ProoI:

-VeriIied true copy oI valid passport.
-Letter Irom existing bank.
-Valid driving license.
-Valid employee identity card.
-Valid PAN card.
-Valid pension book.
-Valid photo credit card along with the current billing cycle (latest)
statement.
-Valid Ireedom Iighter's pass issued Home Ministry oI Government oI
India.
-True copy oI valid arms license issued by Govt oI India/State
govts/&nion territory with photograph.

45

(B) ProoI OI Communication Address:

-Latest electricity bill.
-Latest telephone bill.
-Consumer gas connection card.
-Current lease agreement.
-Latest premium receipt Irom any liIe insurance company.
-Latest statement oI account Irom a credit card issuing company.
-Letter Irom employer certiIying the residential address oI the
employee as recorded in their books.
-Latest certiIicate (not more than 3 months old) Irom the postal oIIice
conIirming address oI the applicant.
-Residential certiIicate mentioning name and address oI the applicant
issued by municipal corporation/local body etc.
-CertiIicate Irom ward oIIicer, maintaining election roll, certiIying
address oI the applicant.

(C) SelI cheque (iI the applicant is not visiting the branch Ior account
opening)

Special Savings ccount:

The Special Savings Account has been designed keeping in mind the
speciIic needs oI organizations such as Trusts, Associations, Societies,
Councils, Clubs etc. It provides organizations solutions with added
value and is ideal Ior tax exempted entities.

The Special Savings Account has the Iollowing salient Ieatures

1. Multi-City Cheque Book: This Iacility allows its customers to skip
the traditional way oI transIerring Iunds to other cities through a
demand draIt. The Special Savings Account holder are issued two
separate chequebooks Ior local and outstation use, thereby not only
saving on time but also saving on draIt commission. The cheques
46
are payable at par at designated ICICI Bank branches across the
country. There will be no limit to the value oI cheque issued on a
single day at RBI clearing centers. For all other centers a cap oI
Rs.10, 00,000 on a single day apply. All chequrebooks are
personalized.

2. Quantum Optima Facility: Quantum Optima Iacility combines the
liquidity oI a saving account and high returns oI Fixed Deposit. All
balances in the saving account above Rs.25,000 are transIerred to a
Iixed deposit in multiples oI Rs.5,000 Ior a time period oI one
year. The Iunds however continue to be accessible around the
clock through ATM, and also through cheques. Whenever the
saving account balance Ialls below the speciIied limit, suIIicient
amount is transIerred back Irom the Iixed deposit by breaking in
units oI Rs.1,000 on last in Iirst out basis, the terms oI the Iixed
deposit can be speciIied. This Iacility is available to those
employees who do not use the overdraIt Iacility. However one the
overdraIt is regularized this Iacility can be resumed.

3. Others:

- Internet Banking .
-Free Anywhere banking .
-Free collection oI outstation cheques.
-Free monthly account statements.
-Payroll processing Ior employees oI the organization through ICICI
Bank Salary Accounts.
-Inward remittance through Money2India Ior approved trusts.

47
igibiity

Special Savings Account can be opened by
a. Primary Co-operative Credit Society which is being Iinanced by the
bank.
b. Khadi and Village Industries Boards.
c. Agriculture Produce Market Committees.
d. Societies registered under the Societies Registration Act, 1860 or any
Other corresponding law in Iorce in State or a &nion Territory.
e. Companies governed by the Companies Act, 1956 which have been
Licensed by the Central Government under Section 25 oI the said Act,
or under the corresponding provision in the Indian Companies Act,
1913 and permitted, not to add to their names the words 'Limited' or
the words 'Private Limited'
I. Institutions other than those mentioned in clause (i) and whose entire
income is exempt Irom payment oI Income-tax under the Income-Tax
Act, 1961.
g. Government departments/bodies/agencies in respect oI grants/
subsidies released Ior implementation oI various programmes/
schemes sponsored by Central/State Government subject to
production oI an authorization Irom the respective Government
departments to open savings bank account.
h. Development oI Women and Children in Rural Areas (DWCRA).
i. SelI-help Groups (SHGs), registered or unregistered, which are
Engaged in promoting savings habits among their members.
j. Farmers' Clubs - Vikas Volunteer Vahini - VVV.

Special Savings Account cannot be opened in the name oI
a. Government departments/bodies depending upon budgetary
allocations Ior perIormance oI their Iunctions
b. Municipal Corporations or Municipal Committees
c. Panchayat Samitis
d. State Housing Boards
e. Water and Sewerage / Drainage Boards / Metropolitan Development
Authority / State / State Text Book Publishing Corporations /
Societies / District Level Housing Co-op. Societies etc.
48
I. Any political party or trading or business concern, whether such
concern is a proprietary or a partnership Iirm or a company or an
association.

Documentation:

1.1 Mandatory documents Ior all Special Savings Accounts

1. Appropriate Account opening Iorm.
2. Specimen signatures and latest photographs oI all authorised
signatories.
3. Copy oI PAN or duly Iilled Form 60-with reasons oI not having PAN.

Copy oI duly acknowledged Iorm 49A where the client has Iilled Iorm 60
with the reason 'Applied Ior PAN'.
4. SelI-drawn Cheque (Signature and stamp on cheque to match with
that in Account opening Iorm)
5. CertiIied copy oI Resolution to open the account signed by Managing
Trustee / Chairperson / Secretary / any two authorised signatories (Ior
Trust / Association / Society / Club)

1.2 Documents speciIic Ior Trusts/Associations/Clubs/Society
1. For Trusts:
CertiIied "True and &pdated" copy oI Trust Deed signed by managing /
authorised trustees
49
For Associations / Society / Clubs:
CertiIied "True and &pdated" copy oI rules & bye-laws (Ior Association /
Society / Club) signed by the Secretary
2. CertiIied "True and &pdated" copy oI certiIicate oI registration (Ior
Trusts/ Association / Society / Club).
Exclusion:
CertiIicate oI Registration is not mandatory Ior opening accounts oI
Private Trusts. In such cases, prooI oI address is mandatory
3. List oI all oIIice bearers / Trustees, to be obtained on the letterhead (oI
the Trust / Association / Society / Club), with their addresses and signed
and dated by Managing Trustee / Chairperson / Secretary / two
authorised signatories.
4. The Iollowing documents are required to establish the tax-exempt
status oI the applicant (iI applicable):
i. Copy oI the last acknowledged return oI income / IT assessment order
veriIying that the income is exempt Irom tax
ii. Registration certiIicate Irom Income Tax establishing that the income
oI entity is exempt Irom tax
iii. ConIirmation Irom the authorised signatory that the income oI the
entity is exempt under the Income-tax Act
5. Identity prooIs Ior all authorised signatories.
6. II documents as mentioned in point 1, 2 or the IT assessment order/IT
registration certiIicate submitted by the applicant does not establish the
communication address as mentioned in the Account opening Iorm,
separate prooI oI communication address in the name oI the Trusts /
Associations / Society / Club needs to be collected.

50
Senior Citizen ccount:
The Senior Citizen Account has a Iew services that the Normal Savings
Account does not oIIer. The salient Ieature oI the Senior Citizen Account
are
O Higher Interest Rates.
O Demand Loan / overdraIt against deposits will be upto 90 oI the
deposit.
O The upcountry cheque collection Iacility Ior locations with ICICI
Bank presence Iree oI charge to the Senior Citizen customers.
O The ICICI Bank Ncash debit card is a debit-cum-ATM card providing
you with the convenience oI acceptance at merchant establishments
and cash withdrawals at ATMs.
O Auto Invest Account
O Internet Banking is oIIered Iree oI cost.
O Anywhere Banking - This Iacility entitles the account holder to
withdraw or deposit cash upto a limit oI Rs.50,000 across all ICICI
Bank branches.
O You can give us various types oI standing instructions like
transIerring to Iixed deposit accounts at regular intervals.
O An average quarterly balance oI Rs 5,000 only. Non-maintenance oI
the minimum average quarterly balance attracts a Iee oI Rs 750 per
quarter.
O Nomination Iacility is available.
O Interest is payable halI-yearly.

igibiity Criteria
O A person who has completed the age oI 60 years may be treated as a
senior citizen Ior getting the beneIit under the special deposit scheme
Ior senior citizens.

51
Documentation
Applicants must satisIy the Iollowing documentation requirements

(A) Identity prooI:
-VeriIied true copy oI valid passport
-Letter Irom existing bank
-Valid driving license
-Valid employee identity card
-Valid PAN card
-Valid pension book
statement
-True copy oI valid arms license issued by Govt oI India/State govts/&nion
territory with photograph
-Valid Ireedom Iighter's pass issued Home Ministry oI Government oI India

(B) !roof of communication address :
-Latest electricity bill
-Latest telephone bill
-Latest statement oI account Irom a credit card issuing company
-Current lease agreement
-Consumer gas connection card
52
-Latest premium receipt Irom any liIe insurance company
-CertiIicate Irom ward oIIicer, maintaining election roll, certiIying address
oI the applicant
-Residential certiIicate mentioning name and address oI the applicant issued
by municipal corporation/local body etc.
conIirming address oI the applicant
-Letter Irom employer certiIying the residential address oI the employee as
recorded in their books

(C) SelI cheque (iI the applicant is not visiting the branch Ior account
opening)

(D) Age VeriIication Document:
-Secondary School Leaving CertiIicate Indicating date oI birth
-LIC Policy
-Voters Identity Card
-Pension Payment Order
-Birth CertiIicate issued by the competent authority
-Passport

Young Stars ccount:
Young Stars is a banking service Ior children, aged 1day -18 years, brought
to you by ICICI Bank to help the parents meet the present and Iuture
aspirations that they hold Ior their child. It oIIers various savings and
53
investment options to the parent along with teaching the child to manage
his/her personal Iinance in a more responsible and independent manner.
Young Stars will guide your child through the world oI banking -through
checking the account balance, Iun zones and special pages on the internet. It
makes banking a pleasure and oI course teaches your child to manage their
personal Iinances.With the pocket money that you transIer to your child's
account, you can even shop with him / her at Young Stars very own
shopping page.
You can even open a recurring deposit in your child's name.

Once you are done with your 'banking', you can access your child's account
with all the Iun links to special zones designed to suit your child's area oI
interests and also impart knowledge on the current events oI the world.

Salient Ieatures:
1. Option oI a Savings Bank account, Fixed Deposit account or
Recurring Deposit account.
2. Minimum balance at Rs. 500/- per quarter Ior Savings Bank.
3. A special Recurring Deposit account with additional Ieatures as
below:
i The parent would put Iorward the desired amount to be earned
at the end oI the tenure
ii Based on the prevailing rate oI interest, the bank staII would then
back calculate the installments to be deposited now till maturity.
4. Free personalized chequebook
5. Free Domestic Debit Card* Ior the child above the age oI 10 years
with Ieatures as below:
a Daily withdrawals limits oI Rs. 1,000/-
b Daily spend limits oI Rs. 1,000/-
54
c Special privileges across select alliance partners outlets.
6. Facility to invest in GOI RelieI Bonds and Mutual Funds, as GOI
RelieI Bonds have been discontinued.
7. Free Internet banking.
a Separate user ids and passwords Ior both parents and children
b Access to special zones and links to related websites Ior making
internet banking a memorable experience.
8. Facility to transIer Iunds Irom parent account to kid account to enable
parents to inculcate savings habit amongst children.
9. Facility oI transIerring Iunds Irom the Young Stars accounts to the
RD to enable the parents to let their child earn more.
10. Alliances with various partners to meet the child's needs in varied
interest areas such as clothing, computers, books, music, toys etc.
* Available Ior children above the age oI 10 years only.

igibiity.
Young Stars is a banking service Ior children in the age group oI 1day -18
years and parent/guardian maintaining saving account with ICICI Bank.

Documentation.
(A) Identity ProoI
- VeriIied true copy oI valid passport.
- School identity card
- Date oI birth Id

55
(B) ProoI OI Communication Address:
-Passport .
-Birth CertiIicate .
oI the applicant.
recorded in their books.
-ProoI oI date oI birth oI the minor Ior Debit Card and Internet banking.

Women's ccount:
The Ieatures oI the account have been specially designed keeping in mind a
woman's Iinancial requirements. These include

56
A) Recurring Deposits
B) Financial planning oI children
C) Family Shield Insurance
In addition to these, all Ieatures oI the existing bank account are available
with this account as well such as
Free international debit card
Internet Banking
Phone Banking
ATM's

Recurring deposit
A small amount oI money saved every month can grow to a large
amount over a period oI time
No Tax deducted at source
Can be used Ior your Iuture expenses like your child's education, marriage,
Iestivals, or just to buy that gold necklace you always wanted, by keeping
aside a small Iixed amount every month
Famiy shied insurance
Ensures the security oI your Iamily through a personal accident insurance
policy
For an yearly premium amount oI Rs.60/-, your child/Iamily can be insured
Ior an amount oI Rs. 2 lac (in case oI surIace accidents) or Rs.4 lac (in case
oI air accidents).

57
Financia !anning for Chidren
A "Young star" account - special account Ior kids to promote the savings
habit in them can be opened Ior just Ior a minimum balance oI Rs.500 per
quarter. The account has the Iollowing Ieatures
Free diIIerentiated debit card Ior them
Free diIIerentiated cheque book
Free internet banking
Facility to transIer Iunds Irom parent account to kid account to enable
parents inculcate savings habit in children

igibiity*
Resident Indian Female.
Joint accounts with a woman as the Iirst holder are also eligible Ior the
account
* Currently available only in Andhra Pradesh region

Documentation.
(A) Identity ProoI:
-VeriIied true copy oI valid passport.
-Letter Irom existing bank.
-Valid driving license.
-Valid employee identity card.
-Valid pension book.
58
-Valid PAN card.
statement.
-True copy oI valid arms license issued by Govt oI India/State govts/&nion
territory with photograph.
-Valid Ireedom Iighter's pass issued Home Ministry oI Government oI India.

(C) ProoI OI Communication Address:
recorded in their books.
oI the applicant.

59
a. here the women applicant's spouse (or) parent has an account
with ICICI Bank
II applicant's spouse/parent maintains an ICICI Bank account, the
account can be opened with his/her introduction. The introduction will
be valid even iI the introducer's account is less than 6 months old,
provided the conduct oI account is satisIactory. SatisIactory
relationship implies:-
i.No levy oI non-maintenance oI quarterly average balance (OAB)
changes in the account and/or
ii.Not more than Iive cheque return in a calendar quarter (inclusive oI
Inward, outward, Outstations and transIer cheques)

In addition to introduction, selI-declaration will be taken Irom the
introducer veriIying his/her relationship with women applicant,
b. here the women applicant's spouse (or) parent does not have an
account with ICICI Bank
II applicant's spouse/parent is not an ICICI Bank accountholder,
deposit account in the name oI women applicant can be opened aIter
obtaining KYC documents, Irom applicant's spouse/parent.
AND
SelI-drawn cheque Irom bank account oI applicant's spouse/parent to
open account in the name oI the applicant.

FIXED DEPOSITS:

ICICI provides its customers with various kinds oI Fixed deposit Iacilities
that are Ilexible and cater to customers who have diIIerent needs and wants
in their Iixed deposits.

60
ICICI provides a Fixed Deposit that allows customers to deposit their money
Ior just as long as you wish. The Fixed Deposits can be opened Ior periods
ranging Irom 15 days to 10 years.

Salient Ieatures oI a normal Iixed deposit

Allows customers to open Iixed deposits Ior periods ranging Irom 15
days to 10 years and a choice oI two investment plans:

Traditiona
O Interest payable monthly, quarterly or halI-yearly as per your
convenience
O Maturity period ranges Irom 15 days to 10 years.
Reinvestment
O Interest is compounded quarterly and reinvested with principal
amount
O Maturity period ranges Irom 6 months to 10 years
inimum Baance
O Customers can avail oI ICICI Bank Fixed Deposits Ior a minimum
deposit oI Rs.10,000 and thereaIter in multiples oI just
Rs.1,000.
omination
O Nomination Iacility is available Ior relationships in the names oI
individuals. &nless otherwise speciIically, given in writing by
depositors, nomination in deposit accounts will be at Customer ID
level.
O Depositor(s) however has/have the right to speciIy diIIerent
nominations at account level by completing appropriate Iorms.
O Further, the applicant(s) is/are at liberty to change the nominee,
through declaration in the appropriate Iorm to revise the nomination
during the currency oI the relationship accounts with the Bank.
61
Fixed Deposit igibiity
Resident Indian.

1he Easy ixed Deposit:

Easy Fixed Deposit is an ICICI Bank Iixed deposit scheme having beneIits
oI Debit -cum- ATM card.
The depositors shall be provided with a Debit Card Ior transacting in Iixed
deposit. Transactions which are allowed are
O Part withdrawal oI Iixed deposit
O Full withdrawal oI Iixed deposit
O Generation oI mini statement
The Card will be issued in the name oI primary depositor. No separate card
will be issued to joint applicant/s
Easy Fixed Deposit has two options namely
-Easy Withdrawal
-Easy Loan
A customer has to opt Ior one oI these at the time oI opening the account
O Tenure oI deposits varies between 1 year and 10 years
O All deposits under this Deposit Scheme will be cumulative
(reinvestment) in nature
O Minimum deposit amount under the Deposit Scheme is Rs.20,000 and
additionally deposits can be made in multiples oI Rs.5,000
O Nomination details are as in the case oI normal Fixed Deposits
Easy withdrawal
O &nder this option Iixed deposit shall be linked to the debit card
directly
O The debit card can be used to withdraw money Irom the ATM, by
breaking the FD, as and when required or depositor can use the debit
card to shop.
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O II the deposits are prematurely withdrawn, the interest rate Ior the
period Ior which deposit was with the ICICI Bank prevailing on date
oI deposit made, shall be payable
Easy Loan
O The depositors shall be provided with an overdraIt Iacility against the
Easy FD and can draw up to 75 oI the Easy FD value
O The interest rate on the overdraIt will be 2 higher than the rate on
the FD
O The depositor shall be required to execute all loan Iacility
documentation as speciIied by ICICI Bank Ior these purposes
O Chequebook will also be issued to deposit holder
&$! Of ICICI Fixed Deposits.
A wide range oI tenures, ranging Irom 15 days to 10 years, to suit
individuals investment plan.
Partial withdrawal is permitted in units oI Rs 1,000. The balance amount
earns the original rate oI interest.
SaIe custody oI your Iixed deposit receipts.
Auto renewal is provided.
Loan Iacility is available upto 90 oI principal and accrued interest.
Choice oI two investment plans: Traditional or Reinvestment.
asy Fixed Deposit igibiity
An resident Indian above 18 years oI age can open easy Fixed Deposit -
a. In his or her individual capacity, or
b. In individual capacity on joint basis, or
c. In individual capacity on anyone or survivor basis, or
d. On behalI oI a minor as Iather/mother/legal guardian

63
#ecurring Deposit:
ICICI Bank's Recurring Deposits are the ideal way to invest small amounts
oI money every month and end up with a large saving on maturity. It aims to
encourage savings without putting any stress on customers Iinances by
making them to put a lump sum amount in Iixed deposit in one go. The
recurring deposit also attracts high rate oI return that are identical to the
Iixed deposit rates and most importantly no TDS is applicable on it. The
minimum balance oI deposit is oI Rs.500 and thereaIter in multiples oI
Rs.100 the minimum period is 6months and thereaIter in multiples oI
3months, nomination Iacility is also available.

igibiity.
O Resident Indian.
O The minimum balance oI deposit is Rs.500 per month and thereaIter,
in multiples oI Rs.100.

Documentation.
O Identity prooI
O ProoI oI communication address
O SelI cheque (iI the applicant is not visiting the branch Ior account
opening)

Current ccounts:
Every business requires eIIicient banking Iacilities to support its business
activities. ICICI Bank oIIers premium quality service, unIolding a wide
array oI class products. With technology leadership and service the bank is
able to meet some oI the most challenging Iinancial needs oI clients.
A Current Account is one that is required by Businessman, Joint
stock companies, Inst it ut ions, Public aut horit ies, public
64
corporat ions etc. Any business t hat has numerous banking
tranact ions need a current account as it
O Allows running account supporting unlimited withdrawals and
deposits.
O Is meant Ior convenience and not to save money.

Benefi ts of current account
O &nli mit ed Wit hdrawal and Deposit
O &nli mit ed Cheque book
O Demand DraIts and Payorders
O Funds TransIer ( Local or Anywhere)
O Collect ion oI Cheques/ DraIts
O Statements, Advices, Daily statement by e-mail
O Cash wit hdrawal and Deposits
O Call center
O Internet Banking

//e/ f eatures of Current ccount
O Mult icit y Cheque payment Iacilit y at over 155 centers
O Anywhere Banking Iacilit y
O Doorstep Banking - Pick up and deli very oI Currency /
Cheque
O Mobile Banking

ade 2 order Current ccount :
Made2order current account, unlike t he normal current
account which is based on t he quarterly balance, allows t he
customer t o have cust omized current account based on t he
business requirement. The made2order current account is
totally Ilexible and can be adapted to changi ng business
requirement, wit hout having t he requirement t o Current
65
Accounts have speciIic requirement oI Quarterly Average
Balance (QAB) maintenance and int urn oIIer various Iacilit ies
Iree oI cost t o t he customer based on the QAB.
A personalized schedule oI charges is derived Ior each
customer based on:
Service Required
QAB as agreed to be maintained in t he account
Float expected in t he account
The made2order cust omers based on t he services required
maint ain t he required QAB or pay scaleable volume driven
Iees Ior t he services ut ilised.
Some oI t he ot her Iacilit ies oIIered under made2order current
account are as ment ioned below
Mult i Cit y Cheque Facilit y
Anywhere Banking Facilit y
&pcount ry Cheque Collect ion
Pay Orders and Demand DraIts
Corporate Care Service
Doorstep Banking Facilit y
Internet Banking Facilit y
Debit / ATM Card
Mobile Banking
More &seIul Facilit ies
You can be in touch wit h your Solut ion Manager Ior
struct uring your current account.
66

Escrow Account:

An Escrow Account reIers t o assets or revenue st reams held in
saIe custody as saIet y against a cont i ngent sit uat ion oI non-
Iul Ii ll ment oI a contract. In si mpler words we may say t hat an
escrow a/c is a t hird part y arrangement to ensure perIormance oI
certain obligat ions between certain part ies and operated in terms
oI an underlyi ng agreement. The account will be a current a/c
wit hout cheque drawing Iacilit y or a Fixed Deposit account, as
deIined in t he terms oI t he agreement.
Escrow a/c' s are t ypically used Ior lending arrangements, project
Iinancing, Securit isat ions, M&A' s, Buy-back oI shares, take-
overs, cust ody, lit igat ions, purchase & sale oI land, Source code
(used in soItware) cust ody, etc. The Iollowing reasons enumerate
why Escrow accounts are opened:
O Provides greater securit y & comIort
O Trapping oI ident iIied cash Ilows
O Regulatory requirements
O Custody oI cash / documents
O Ease oI monitoring
The Iunds in t he Escrow a/c are held Ior t he beneIit oI t he
BeneIiciary oI t he a/c rat her t han person / company in whose
name t he a/c is opened. For e. g. . in a borrower lender
arrangement, t he a/c name is "Borrower - Escrow a/c" and t he
Iunds deposited are t hat oI t he borrower but t he Iunds are held in
t he escrow a/c Ior t he beneIit oI t he Lender.
#oami ng Current Account
Only Roaming Current Account Irom ICICI Bank travels the distance with
customers business. With advanced technological Ieatures such as MCC and
LCC, banking needs are well taken care oI, customers can access their
accounts at over 500 networked branches across the country.
So while customers take care oI their business, ICICI Bank`s Roaming
Current Account simpliIies banking Ior them.
67
!roduct Feat ures:-
O Choose your account
O Mult i Cit y Cheque Facilit y
O Anywhere Banking acilit y
O &pcount ry Cheque Collect ion
O Pay Orders and Demand DraIts
O Phone Banking Facilit y*
O Doorstep Banking Facilit y
O Internet Banking Facilit y
O Debit / ATM Card
O Mobile Banking

#eal Time Gross Settl ement (#TGS) system:
O RTGS is a payment system in which bot h processing and
Iinal sett lement oI Iunds transIer inst ruct ions take place
cont inuously in real t i me.
O It is a gross sett lement system where transIers are sett led
individually, t hat is, wit hout nett ing debits against credits.
As it is a real-t i me set t lement system, the system eIIects Iinal
sett lement cont inuously rat her t han periodically at pre-speciIied
t imes provided t hat a sending bank has suIIicient covering
balances or credit.
RTGS system can be characterized as a Iunds t ransIer system
t hat is able to provide cont inuous int ra-day Iinalit y Ior
individual t ransIers. In t his syst em payment inst ruct ions between
banks are processed and sett led individually and cont inuously
t hroughout t he day. This is in contrast to net set tlements where
payment instruct ions are processed t hroughout t he day but inter-
bank sett lement takes place only aIterwards t ypically at t he end
oI t he day.
In RTGS system, payee banks and t heir cust omers receive Iunds
wit h certaint y, or so-called Iinalit y, during t he day, enabli ng
68
t hem t o use t he Iunds i mmediately wit hout exposing t hemselves
to risk.

Cheque #eferral Process
ICICI Bank oIIers a cheque reIerral process, Ior cheques issued
by t he corporate customers, which could not be cleared as t hey
are technically deIicient. The cheque reIerral process would
enable customers to aut horise clearing oI cheques aIter being
duly aut hent icated by t he Bank. The reIerral process would cover
only t he Iollowing six technical reasons:
O Tit le oI account required: ReIers to t he company stamp t hat
must accompany t he signat ure oI a director/ aut horized
signat ory
O Drawer's signat ure incomplete/ diIIers/ required
O Alterat ion in date/ Ii gures/ words requires drawer's Iul l
signat ure
O Post -dated
O Out oI date
O Amounts in words and Iigures diIIer
The technical reasons beyond t he six reasons speciIied above
would be rejected by t he Bank.
A customer can register Ior technical cheque reIerrals by
submit t ing t he applicat ion Iorm Ior 'Phone Banking wit h Cheque
ReIerrals. The process Ilow Ior reIerring and approving such
cheques would be as Iollows:
O ICICI Bank would send an SMS/email alert to t he
customers registered Ior 'Phone Banking wit h Cheque
ReIerrals.
O The aut horised user/s oI t he corporat e calls t he Bank and
aIter aut hent icat ion based on TPIN and CRN, gives
conIirmat ion Ior approving t he cheque.
O Based on t he decision given by t he client, ICICI Bank
would take appropriate act ion.
69
Sal ary ccounts
Salary Account is a Ieat ure rich corporate payroll account
wit h beneIits Ior bot h corporates and its employees.
O The process oI drawing cheques Ior salaries is
replaced by sending a single ASCII Iile to t he bank
and t he amount is direct ly credited into t he
employees salary account
O Cuts down payroll processing workload
O Salary Account can be opened wit h mini mum 10
employees
O Instant credit oI salaries

ICICI Bank Salary Account is a beneIit-rich payroll account Ior Employers
and Employees.
As an organization, you can opt Ior our Salary Accounts to enable easy
disbursements oI salaries and enjoy numerous other beneIits too.

With ICICI Bank Salary Accounts your employees will enjoy the
convenience oI :
Having the largest network oI ATMs at their command,
Free 24 hour Phone Banking,
Free Internet Banking.
All that the organization would require to do is to send ICICI Bank an
advice (in Iorm oI a cheque/debit instruction, ecs, etc) Ior the total salary
amount along with the salary details oI the designated employees in a soIt
and hard copy Iormat and we will credit the respective employees' accounts
as per your statement oI advice.

70
ICICI Bank Salary Accounts beneIits you in more than one ways:-

Reduces paperwork.
Saves remittance costs.
Employees receive instant credit oI salaries.
More convenient than ECS.
Besides all oI the above, employees automatically become ICICI Bank
account holders with special beneIits and privileges oI 8-8 banking,
Investment advisory and much more...
igibiity
The organization needs to have a minimum oI 25 employees and a payout oI
Rs 36.0 lacs per annum and average salary per account oI Rs. 12,000 per
month.

Advantages to mpoyers
SuccessIul business owners know that it is better to be an expert on the
product or service you are selling and let someone else be the expert on
other tasks. One such 'other task' is the payroll and salary disbursement.

Outsourcing the administrative task oI payroll, is one way you can invest
more time into your own business and waste less time worrying about
keeping up with the ever changing and complex rules and regulations
governing payroll.
Top Reasons to Outsource Salary Disbursement and Payroll Processing
O $aary upoad through a singe cheque: Give a consolidated cheque oI
the total salary amount to ICICI Bank and a breakup oI the
disbursements to the employees in soIt and hard copy Iormat.

71
O uti-ocation $aary disbursa possibe within ICICI Bank network:
With the wide reach oI ICICI Bank, salaries oI employees located Pan
India can be uploaded Irom a single point upload.

O Taxes: Market research shows that one out oI every three employers
has been charged Ior a tax-related payroll error. This equates to
billions oI rupees in penalties. A payroll service provider keeps you
out oI such statistics.

O Affordabiity: Consider how much time is spend managing payroll.
This equates to time taken away Irom revenue-producing activities. At
the very least, consider the cost oI computer equipment and soItware
as well as the extensive training that is needed to run payroll
internally. Outsourcing with the right payroll service provider will
save your time and money.

O !rofitabiity. Outsourcing your payroll gives organization the Ireedom
to get back to your business.

O Time. Organizations have better things to do with your time than
calculating payroll. Getting salary cheques out on time is not only
expected, but also a positive reIlection on your company.
O Accuracy: Even with the simplest oI payrolls, it's easy to make
mistakes. Without current and on-going training in payroll
compliance, your company could Iace stiII penalties and unhappy
employees to boot.
O !rivacy. It can be embarrassing and detrimental to morale iI the
wrong eyes Iall on the salary cheques. ConIidentiality is much easier
to maintain when payroll is outsourced, particularly when your
employees use direct credit
.
O I$. Payroll companies oIIer a wide array oI standard reports that are
inIormative and easy to read. Keep your records neat and concise with
these invaluable reports.

O Fexibiity. As business changes, so do payroll needs. Leave the
details to an expert and Iocus on business.

72
O !rofessionaism. What better way to show your employees that the
company is proIessional and secure, outsourcing your payroll coupled
with all beneIits oI ICICI Bank savings accounts will enhance the
successIul image and will make employees happy. AIter all a happy
employee is a productive employee.

Advantages to empoyees
Your employees automatically become ICICI Bank Salary Account holders
with special beneIits and privileges and receive instant salary credit. The
beneIits include International debit card, Corporate card with Individual
Liability (CCIL), access to Phone Banking and Internet Banking, Demat
accounts, and a host oI other services to complement their savings account.
Here are some oI the Ieatures oI ICICI Bank Salary Account: -

BAI
O ecome-it
No more waiting Ior weeks to get a chequebook and debit cards.
ICICI Bank Salary Account customers will have the Iacility oI Iilling
up a Iorm and getting their chequebooks and debit cards immediately.

O 'aue Added $avings
This is an unique Iacility which gives employees liquidity oI a
Savings Bank Account coupled with the high earnings oI Fixed
Deposits.
O DebitCard
We oIIer an International Debit card to our Salary Account customers
to provide them access to our extensive ATM network. The card also
allows them to shop at over 11,000 merchant establishments.

Interested employees can also apply Ior our International Debit Card
'N-Cash'. N-Cash is a Visa electron card, which gives the cardholder
access to more than a million merchant establishments and Visa
ATMs all over the world. The card comes with a unique points system
through which the cardholder earns points every time a merchandise
transaction is made. These points can be exchanged Ior cash later.

73
O FreeInternetBanking
ICICI Bank Internet Banking, ICICI Bank's Internet Banking Iacility
gives employees the Ireedom to operate their account Irom the
convenience oI their home, oIIice or Irom anywhere in the world.

O OnineFundsTransfer
No need Ior cash withdrawals and cheque deposits. We give your
employees the Iacility to transIer Iunds online Irom any part oI the
world.

O obieBanking
Employees can receive alerts on their mobile handsets providing them
inIormation about their ICICI Bank Accounts and ICICI Credit Cards
Account. Now customers can also know the balance and other details
oI their accounts by requisitioning Ior it through SMS.

O !hone Banking
Employees can use our phone banking Iacility to do banking
transactions through our customer care centres.

O Free&tiityBi!ayments
No queues. No wasted minutes. Now employees can pay utility bills
like electricity, phone bills etc. using ICICI Bank Internet Banking.

O ReimbursementAccount
II you opt to disburse/reimburse the travel, Iood etc. expenses via
reimbursement accounts, a reimbursement account can be opened
simultaneously along with the Salary Account savings bank account,
which would be linked together with the debit card already held by
your employee.

O FreeRemittanceFaciities
Salary Account customers can avail oI Iree remittance (demand draIts,
cheques, pay orders) up to Rs.25,000 on ICICI Bank network.

O OverdraftFaciity
Employees get an emergency overdraIt Iacility on request, based on
their take-home salary. This would be adjusted in their Iollowing
salary credit.

74
O Cash Deivery and Cheque !ick-up Faciity
II your oIIice is located Iar away Irom our branch or ATM,
the bank, on request deliver cash to you or pick up your cheques to be
deposited.

O Bureaudechange
Your employees can meet all their Ioreign currency needs, buy
internationally valid travelers cheques issued by Thomas Cook,
American Express, VISA and avail oI a host oI other travel related
services.

CARDS & LOANS
O CCIL$iverCard
Salary Account holders have the privilege oI receiving the ICICI Bank
Silver credit card (Corporate Card with Independent Liability), Iree
Ior the Iirst year.

O !ersonaLoans
As a special oIIering, our Salary Account customers would be
extended personal loans.

O omeLoans
Home Loans Irom ICICI Bank comes to you with attractive interest
rates and personalised service in the comIort oI your home.

O CarLoans
Car Loans Irom ICICI Bank come to you with instant approval,
hassle-Iree documentation and competitive interest rates.

O TwoheeerLoans
Two-Wheeler loans Irom ICICI Bank come to you at attractive
interest rates coupled with a Ilexible Iinancing option.

O Loans Against $ecurities
ICICI Bank will advance loans to Salary Account holders against
securities and mutual Iunds owned by them.
75
INVESTMENT SERVICES
O Demat$ervices
A Demat Account allows employees transact in shares instantaneously
in a saIe and secure manner.

O ReiefBonds/utuaFunds/Insurance
Salary Account customers can now invest in Government oI India
relieI and savings bonds, a basket oI mutual Iunds, Ioreign exchange
Iacilities and Insurance products through ICICI Bank.

O odCoin
Employees can buy 24 karats Pure Gold, which ICICI Bank brings to
you. Each coin comes to you straight Irom Switzerland. ReIined to
99.99 Iine gold and sealed with a unique CertiIicate oI Authencity-
guaranteeing you its purity.

OAS
$aient Features.
O Attractive interest rates
O Door-step service Irom enquiry stage till Iinal disbursement
O Can transIer your existing high-interest rate loan
O Free personal accidental insurance
O Special 100 Iunding Ior select properties

ome Loan.
Interest rates on home loans have come down considerably in the last Iew
years. Individuals who opted Ior housing loans in the years gone by, are still
servicing them at 17 to 21 per annum. Quite a price to pay, since one can
get a loan today Ior around 12 per annum. In such a case, you can opt Ior a
balance transIer. &nder this scheme, customers can replace their existing old
high interest loan by a cheaper (equal to applicable current rates) loan. ICICI
76
Home Finance will not only Iinance the balance amount oI outstanding loan
but also your prepayment charges to the old housing Iinance company.
The result:
O A lower EMI with the same tenure
O A reduced tenure with the same EMI
O A reduced tenure and EMI
O The same EMI and tenure but an additional amount as a loan
For a detailed view on the savings you can avail oI by opting Ior this
Iacility, read Why it makes sense to transIer your loan
o charge on part-prepayment
You may be expecting a windIall or inheritance in the near Iuture. Or, even
planning on selling some property or assets whose proceeds you can use to
pay oII this loan. It could also be the case that your income increases
considerably and you would want to prepay at least a part oI the loan.
Most housing Iinance companies will charge you Ior prepayment. This
prepayment penalty amounts to around 2 oI the amount being prepaid.
ICICI Home Finance does not levy a charge on part-prepayment.
So, iI there is a high probability that you will be able to at least part-prepay
your loan, then you should consider a loan Irom a housing Iinance institution
that does not charge you Ior doing so.When you do prepay, you will get an
option on whether you would like to reduce the EMI or the tenure.
&nforseen contingencies are taken into account
ICICI Home Finance oIIers a Iree accidental death cover at absolutely no
extra cost. This is extremely beneIicial and protects both, your home and
your Iamily. Should you meet with an accident that results in death, your
Iamily will not Iace any problem concerning the loan repayment. The entire
loan will be repaid out oI the insurance cover and they will not have to
contend with any EMI payments
Interest paid on the home oan
As per Sec 24(b) oI the Income Tax Act, 1961 a deduction up to Rs.150,000
towards the total interest payable on the home loan towards purchase /
construction oI house property can be claimed while computing the income
Irom house property. (The deduction stands reduced to Rs30,000 in case oI
loans taken prior to March 1, 1999). The interest payable Ior the pre-
acquisition or pre-construction period would be deductible in Iive equal
77
annual installments commencing Irom the year in which the house has been
acquired or constructed.
Please remember that in case oI selI occupied property, this deduction is
allowed only Ior one such selI - occupied property. The interest towards
home loan taken Ior purchase, construction, repairs, renewal or
reconstruction oI house property is eligible Ior deduction under section
24(b).
Principal repayment of the home loan
As per the newly introduced Sections 80C read with section 80CCE oI the
Income Tax Act, 1961 the principal repayment up to Rs.100,000 on your
home loan will be allowed as a deduction Irom the gross total income
subject to IulIillment oI prescribed conditions. Let us consider a hypothetical
example.
Your taxable Income: Rs5,50,000
Principal repayment Ior the same year: Rs1,10,000 and Interest payable Ior
the year : Rs1,60,000
Total Deductions allowed: Rs2,50,000 (Rs1,50,000 towards interest payable
& Rs1,00,000 Ior principal repayment oI the loan)
Thus, your taxable income will reduce to Rs3,00,000 ( Rs5,50,000 -
Rs2,50,000 ).

!ersona Loans.
$aient Features are
O Loans Ior salaried & selI employed individuals.
O Loans are available Irom Rs. 20,000 to Rs. 15 Lakhs.
O Repayment tenures Irom 12 - 60 months.
O No Security,Collateral or Guarantors required.
O Loans can be used Ior any purpose with no questions asked regarding
the end use oI the loan.
78
O A balance transIer Iacility available Ior those who want to retire any
higher debt.
O All loan repayments are done via equated monthly instalments (EMI).

Car Loans.
ICICI is the number one Iinancier Ior car loans in the country.

O Network oI more than 1500 channel partners in over 780 locations.
O Tie-ups with all leading automobile manuIacturers to ensure the best
deals.
O Flexible schemes & quick processing.
O Hassle-Iree application process on the click oI a mouse.
O All loans at the sole discretion oI ICICI Bank Ltd.

The CAR OVERDRAFT product at ICICI bank converts your Car into
CASH , Yes ! all you need to do is Hypothecate your Car in our Iavor and
we will give you :

An OverdraIt Iacility - An OverdraIt limit / Cash upto 90 oI the assessed
value oI your vehicle.
Interest Charged only on utilization - Interest is charged only on the amount
utilized and the time period utilized Ior. In case oI non- utilization oI the
Iunds no interest will be charged.
Flexible Repayment - No Iixed Equated Monthly Installments , every month
pay only minimum 5 oI the total utilization oI the overdraIt Iacility.
79
An HPCL Debit Card : which allows you to transact at any VISA Merchant
outlets who have electronic swipe machines. You can also use this card to
withdraw cash Irom any ICICI Bank ATM.
O A Roaming Current account - with the Iacilities oI Any Where
Banking & NIL Minimum Balance requirement.
O Multicity Cheque Book - We value your time and money. Your
cheques will be treated as local cheques at over 100 centres across
India.
O Internet Banking : eIIect Iund transIers , accesses your statements ,
pay your bills etc..Irom the place oI your convenience.
O Phone Banking : carry out basic banking operations over the
telephone
O National Accesses - access to 450 branches and 1750 ATMs.
O OverdraIt Facility at the sole discretion oI ICICI Bank Ltd.

Two heeer Loans

"Zoom" away in your Iavourite two wheeler. ICICI provides attractive
schemes at competitive interest rates.

O Finance Iacility available Ior all two wheelers ranging Irom mopeds to
motor bikes.

O Now avail Finance upto 90* oI the On Road Cost oI the vehicle,
repayable in convenient tenure options ranging Irom 6 months to 36
months*.

O Ride Easy Pay Easy with ICICI Bank Two Wheeler Loans.

O In an unlikely case oI your not meeting our norms NO PROBLEM -
you can still avail our loan, any blood relative can be your co-
applicant.

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O Existing ICICI Bank Customers ride away on your Iavourite Two
Wheeler by availing Loan On Phone*-- a Iacility to get an instant loan
over the phone!!

O Apply Ior loan online, call or through sms.

*conditions apply Service Tax is applicable on all Iees and charges.

CORCIAL 'ICL LOA

O Reaches you through more than 700 locations across the country.

O Range oI products under one umbrella.

O Funding oI various products like HCVs, Buses, MCVs, LCVs, 3
wheelers & used vehicle.

O Range oI services on existing loans & extended products like Iunding
oI new vehicles, reIinance on used vehicles, balance transIer on high
cost loans, top up on existing loans, Xtend product, working capital
loans & other banking products..

O PreIerred Iinancier status with most oI the leading manuIacturers.

O Simple documentation.

O Quick turn around time.

O Flexible Iinancing solutions to meet the individual requirement.

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LOA AAI$T $C&RITI$

Loans against Securities enables customers to obtain loans against their
securities. So they get instant liquidity without having to sell their
securities.

All customers have to do is pledge your securities in Iavour oI ICICI
Bank The Bank will then grant them an overdraIt Iacility upto a value
determined on the basis oI the securities pledged by them. A current
account will be opened and customer can withdraw money as and when
they require. Interest will be charged only on the amount withdrawn and
Ior the time span utilised.

ICICI oIIer loans against:

O Demat Shares

O RBI RelieI Bonds

O Mutual Funds &nits

O India Millennium Deposits (IMDs)

O ICICI Bank Bonds

O LiIe Insurance Policies (Single Premium)

FARR "&I!T LOA

O ICICI is the preIerred Iinancier Ior almost all leading tractor
manuIacturers in the country.

O ICICI Iinances Iarm equipments in over 381 locations spread
across the country.
82

O Provides Iast processing oI Iiles with easy documentation.

O Flexible repayment options in tandem with the Iarmer's seasonal
liquidity.

O Monthly, Quarterly and HalI-yearly repayment patterns to choose
Irom.

O ComIortable repayment tenures Irom 1 year to 6 years.

CO$TR&CTIO "&I!T LOA

Having Iunded inIrastructure Ior over 4 decades, ICICI understands the
need oI the customers better. ICICI Bank oIIers attractive Iinancial
packages through their excellent distribution network. The products are
customised Ior new entrepreneur to large business houses. ICICI has tie-
up with leading construction equipment manuIacturers Ior wide range oI
products. The Bank take over existing high cost loans at competitive
terms resulting in huge savings and is quick in processing due to easy
Iormalities and one time sanction oI loans Ior disbursement over a period
oI time.

OFFIC "&I!T LOA.

O Minimum documentation required

O Doorstep Service

O Competitive Interest rates

O Flexible repayment structure

O Hassle-Iree application process with the click oI a mouse.

O Details on your application status online
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DIACL "&I!T LOA.

ProIessional doctors are aware oI the distinct advantages that the latest
medical equipment can give their patients. ICICI Bank Medical
Equipment Loans supports proIessionals in their eIIort to give the best to
their patients. It's our humble way oI being involved in a noble
proIession.

Loans are oIIered Ior:

O Purchase oI New equipments.

O Takeover oI Existing loans.

O Our Key Ieatures are:

O Doorstep Service.

O Funding in more than 150 locations across the country.

O The bank provides Competitive interest rates.

O ICICI also oIIers Ilexible repayment structure.

C#EDI1 C#D

Features of ICICI Credit Cards.

O Bandhan
Customers can Ireely present a maximum oI two add-on Cards to their wiIe,
sister, brother, parents or children above 18 years oI age. To apply Ior this
add-on Card, reIerred to as "Bandhan", customers can just call the ICICI
Bank 24-hour Customer Care Centre and place their request with an
executive. A Iorm will be sent to them. Also iI customer has linked your
Credit Card with your Internet banking &ser-id then the customer can also
place their request Ior an add-on Card online.
84

O Balance TransIer Facility
II customers own Credit Cards issued by other banks and wish to apply Ior
an ICICI Bank Credit Card, they can transIer the outstanding balance Irom
your other Card(s) on to the ICICI Bank Credit Card. This transIerred
outstanding will attract an interest rate oI just 1.75 Ior the Blue & Silver
Cards and 1.50 in case oI the Gold Card. And what`s more, this beneIicial
rate oI interest is applicable Ior six months (this special interest rate will not
be applicable Ior new purchases). Customers can transIer any amount Irom a
minimum oI Rs2,000 to a maximum 75 oI the available credit limit on
their ICICI Bank Credit Card.

O Teleoptima Global Calling Card
The Teleoptima Global Calling Card makes international calling
absolutely easy and it does not levy and surcharge on customers. The
Teleoptima Global Calling Card charges will be conveniently billed later
to your ICICI Bank Credit Card and itemised call details will appear in
your monthly statement. There is also a special global tariII plan.To avail
oI this Iacility, customers can call the ICICI Bank 24-hour Customer
Care Centre and request Ior a Teleoptima Iorm.

O Global Emergency Assistance Service
Customers traveling abroad have the option oI using the Global Emergency
Assistance Services provided by Visa\Master Ior our cardholders. These can
be availed Ior
1. Reporting lost/stolen credit cards,
2. Requesting Ior an emergency card replacement
3. Emergency cash advance
4. Miscellaneous enquiries.
For availing Visa Global Assistance Services, charges as applicable
including telecom costs will be charged to your Card Account like
Lost/Stolen Card reporting, Emergency Card replacement, Emergency Cash
Disbursement and Miscellaneous Customer Service Enquiries.

O Insurance BeneIits on an ICICI Bank Credit Card
LiIe is unpredictable and ICICI Bank understand customers concern Ior their
Iamily. Insurance is by Iar the best way to saIeguard the interests oI the
Iamily. And thereIore in addition to any insurance cover customers already
have, ICICI Bank oIIers the most comprehensive insurance - related
85
beneIits. ICICI oIIer accident insurance, purchase protection, baggage
insurance, hospitalisation and household insurance.

O Wide Acceptance
ICICI Bank Blue Cards are welcomed at all Merchant Establishments
displaying the VISA logo - over 1,10,000 and MasterCard logo - over
77,000 establishments across India and Nepal and the Silver and Gold Cards
are accepted globally by over 22 million VISA Card and 22 million
MasterCard accepting establishments.

O Statement by e-mail and mobile alerts
Statement Online is a very simple, powerIul and convenient way to view
Credit Card statement details instantly without any postal delays. Just sign
up Ior Statement Online and get Iaster, reliable access to your Account
Statement. Mobile alerts Irom ICICI Bank provides you with inIormation on
your ICICI Bank Credit Card even when customers are on the move.
Customers would now no longer miss a payment or exhaust their credit limit
without a warning. Currently customers having Internet Banking user-ids
can subscribe to the alerts.

O Earn while you spend-ICICI Bank Xpress Rewards Programme
A special bonus plan that allows customers to earn points every time they
use their Card, Every Rs. 100 that they spend earns them 1 point. The
redemption oI reward points can be done against the products, services in the
rewards catalogue or against your renewal Iees.

O Photo-Card
Customers have the option oI having their photograph and signature digitally
imprinted on the Iront oI the Card. This provides extra security at any oI the
merchant establishments. In Iact, it can be used as a prooI oI identiIication.
In the interest oI their own security, we strongly recommend that customers
opt Ior a photo-Card. II customers had decided not to opt Ior a photo Card
when applying, just call the ICICI Bank 24-hour Customer Care Centre and
place your request with the executive. A Iorm will be sent to you.
You are then required to mail the completed Iorm to the bank. A photo-Card
will be yours at no extra cost.

86
O SelI Set Limit
The only Card that allows customers to pre-deIine their own credit limits.
They can request Ior a limit lower than what they are eligible Ior. Customers
can even preset the monthly spending limits on the "Bandhan" Card. Any
transactions over the speciIied 'Spend Limit' will be declined.
This monthly spending limit can be reset every billing cycle by just calling
the ICICI Bank 24-hour Customer Care Centre and placing a request with
the executive. Your spending limit will be changed on-line and come in to
Iorce Irom the next billing cycle.

O Cash Advance Facility
With an ICICI Bank Credit Card in your wallet, you will not be strapped Ior
cash ever again. You can withdraw cash on your Card, 24-hours a day Irom
any VISA and MasterCard participating member bank ATM. During
banking hours you can also draw cash over-the-counter, Irom any ICICI
Bank branch in cities where the ICICI Bank Credit Card has been
introduced.

O Internet Banking
To access inIormation when customer need it, wherever they need it, ICICI
oIIer you access to ICICI Bank Credit Card related inIormation through the
Internet on www.icicibank.com. Customers can do transactions like
accessing account inIormation - current and last statement, getting your
payment status, viewing your monthly statement by email, request Ior a
duplicate PIN, record a change oI address, order a draIt, give auto debit
instructions, request Ior a replacement Card or an add-on Card, access and
redeem online Irom the Rewards catalogue, subscribe to statement by e-mail
and mobile alerts.

O Limited Lost Card Liability
In case the Card is lost or stolen, call the ICICI Bank 24-hour Customer Care
Centre and report the loss oI your Card. A new Card will be sent to
customers within 72 hours oI reporting this loss. Customers are protected
Irom any Iinancial liability arising out oI transactions done on your missing
Card, Irom the time loss is reported.

O Dial-A-DraIt
87
To order a draIt Irom the convenience oI home, customers can simply call
the ICICI Bank 24-hour Customer Care Centre and ask Ior a draIt, payable
anywhere in India and Iavouring any company or individual (you can order a
draIt up to the available limit cash limit on your account). The draIt will be
delivered to your mailing address. For each draIt request, a transaction Iee oI
1.0 oI the amount withdrawn, subject to a minimum oI Rs 50, will be
levied. However, Ior the Gold Cardholders, no transaction Iee will be levied.
In addition to the transaction Iee, an interest charge will also be levied Irom
the date oI transaction to the date oI repayment. The amount oI the draIt will
be billed in the monthly Credit Card statement.

O &tility Payments
Customers now have the convenience oI paying their utility bills - telephone
and mobile phone bills through their ICICI Bank Credit Card.

O Purchase Protection
Anything the customer buy Irom his/her ICICI Bank Credit Card is insured
against damage or loss due to Iire or theIt. You can claim the value oI the
product damaged or lost within 90 days oI date oI purchase. Purchase
Protection Ior our True Blue Cardholders is Rs 10,000, Rs 20,000 Ior our
Silver Cardholders and Rs 40,000 Ior our Gold Cardholders.

O ICICI Bank 24-hour Customer Care Centre
The ICICI Bank 24-hour Customer Care Centre is equipped with a state-oI-
the-art system that ensures customers queries being handled eIIiciently and
promptly.

O Revolving Credit Facility
When customers receive their bill, they need not pay the entire bill amount.
They have the Ilexibility oI selecting any oI the Iollowing payment options:
Pay the total amount due.
Pay only the minimum amount due (5 oI the bill amount subject to a
minimum oI Rs 100) and the balance can be carried Iorward to subsequent
statements.
Pay any amount ranging Irom the minimum amount due to the total
amount due.

O Auto Debit Facility
88
II customers have an account with any ICICI Bank branch, they have the
option oI making the payment oI their monthly credit statement (either the
minimum amount due or the total amount due) directly through their bank
account.

O Temporary Credit Limit Enhancement
There will be times when customers Ieel the need Ior an increase in their
credit limit to enable themselves to make increased purchases on their Card.
To avail oI the temporary credit limit enhancement, all that a customer needs
to do is to call our Customer Call Centre and make their request. The
executive will be able to increase the limit on-line.

O Travel Discounts Irom BTI-SITA

BTI-SITA will oIIer a 3.5 discount on all domestic air travel tickets. This
will be applicable on Super Apex, Apex Iares and super saver Iares. BTI-
SITA will also oIIer a 3.5 discount on international Iares.
These discounts will be extended to all ICICI Bank credit card customers,
both existing customers and new customers.
However the above rate oI discount may undergo changes as and when the
airline revises their commission charges.
You can book the tickets either on phone or in person at 17 oIIices oI BTI-
SITA across various cities all over India.

1ypes Of Credit Cards ICICI Offers:

ICICI Bank $oid od Credit Card.

Benefits
O Welcomed internationally at over 22 million merchant establishments.
O High credit and cash limits.
O Dial a draIt Iree.
O Balance transIer at 1.5.
O Zero lost Card liability.
O Complimentary Teleoptima Calling Card.
89
O Access to Global Customer Assistance Services.
O Purchase protection oI Rs.40,000.
O Most powerIul catalogue based rewards Program.
O Comprehensive Travel BeneIits.
O Comprehensive Insurance Ior both primary and add-on Cards upto Rs.
20 lakhs.
O Household insurance upto Rs.75,000.
O Baggage insurance upto Rs. 25,000.
O Hospitalization BeneIit policy upto Rs.50,000.
O Mobile Alerts and Statement by E-mail

ICICI BA - American xpress od Credit Card.
A Privilege Card is the most powerIul and exclusive International Gold Card
powered by American Express services worldwide and enjoy exclusive
beneIits available only to select.
Exclusive BeneIits
O Most powerIul catalogue based Rewards Program - Earn 1 reward
points on every Rs.25 you spend.
O Emergency Assist services (Medical, Legal, Personal and Travel
services) by American Express Global network.
O 0 Iuel surcharge
O American Express Selects is an exciting selection oI year round oIIers
and discounts. Wherever you Iind yourselI in the world, you'll enjoy
exceptional value and privileges in travel, leisure, dining and
shopping.
O Highest Personal Accident Insurance upto Rs.40 lakhs.
O Discount oI 3 on basic domestic airIares and 5 on basic
international airIares through American Express (R) Travel Service
Network. For details on the American Express (R) Travel Service
Network partners oIIering this service in various cities click here.
American Express Travelers Cheque and Ioreign exchange are easily
available through American Express Travel Service locations Iree oI
commissions.

90
CO-BRADD Credit Cards

Mohun
Bagan
Ebony Airtel Silver Airtel Gold Health - n -
Happiness
Features
Type oI
Cards
oIIered
MasterCard Visa MasterCard MasterCard Visa
Acceptance International International International International International
Service
Charges Ior
Revolving
Credit
2.95 2.95 2.95 2.95 2.95
Limited
Lost Card
Liability
(Post
reporting)
Nil Nil Nil Nil Nil
Balance
TransIer
Rate
(OIIered Ior
a period oI
6 months)
1.75 1.75 1.75 1.50 1.75
Comprehensive Insurance (12)
Personal
Accident
Insurance
(Air) -
Primary
Cardholder
(1)
&pto Rs.10
Lacs.
&pto Rs.10
Lacs.
&pto Rs.10
Lacs.
&pto Rs.20
Lacs.
&pto Rs.10
Lacs.
Personal
Accident
Insurance
&pto Rs.1
Lac.
&pto Rs.1
Lac.
&pto Rs.1
Lac.
&pto Rs.3
Lac.
&pto Rs.1
Lac

91
CSSIC C#DS:

ICICI Bank $tering $iver Credit Card.
A Card that oIIers special beneIits to all members oI your Iamily starting
with a Free "Bandhan" add-on Card.
10 lakhs. Household insurance upto Rs.20,000. Baggage insurance
upto Rs. 10000. Hospitalisation BeneIit policy upto Rs.25,000.
Purchase protection oI Rs.20,000. Comprehensive travel related
insurance.Zero Lost Card liability.Dial a draIt at 1. Balance transIer
at 1.75. Most powerIul catalogue based rewards Program.
Comprehensive Travel BeneIits. Accepted at over 22 million
merchant establishments globally. Complimentary Teleoptima Calling
Card.

ICICI Bank - American xpress reen Credit Card
The true Companion is the most powerIul International Classic Card
powered by American Express services worldwide and rewarding
generously on your spends.

xcusive Benefits
O Most powerIul catalogue based rewards Program - Earn 1reward
points on every Rs. 40 you spend. Basic Assist services (Medical,
Legal, Personal and Travel) by American Express Global network.
0 Iuel surcharge American Express Selects is an exciting selection
oI year round oIIers and discounts. Wherever customers are the world,
they enjoy exceptional value and privileges in travel, leisure, dining
and shopping. Comprehensive Personal Accident Insurance upto Rs.
15 lakhs. Discount oI 3 on basic domestic airIares and 5 on basic
international airIares through .
92
O American Express Travelers Cheque and Ioreign exchange easily
available through American Express Travel Service locations Iree oI
commissions.

ICICI Bank 'isa ini Card
ICICI Bank Visa Mini Card is India`s Iirst Mini Card, is designed keeping
customers in mind. Customers discover a whole new way oI carrying your
money. Sling it around your neck, or wrap it around your wrist, or just
dangle it Irom your key chain whichever way. What`s more, it comes along
with a normal sized companion Card to enables customers to use it at ATMs
and at certain merchant establishments that do not have the electronic
swiping machine. Making sure that customers do not need to carry your
wallet at all.

$pecia Features and benefits
O A set oI accessories namely a Card casing, lanyard and key ring
come absolutely Iree with the Card.Fabulous oIIers on Nike,
Provogue, Cupid Jewellery Irom TBZ, Pizza Corner and RediII
merchandise to access privileges and super deals at the most
happening hotspots in your city.
O Regular Ieatures oI ICICI Bank Sterling Silver Card.

ICICI Bank asy Deposit Card.
ICICI Bank Easy Deposit Card is a card linked to customers Fixed Deposit
with ICICI Bank. It boosts oI some never beIore Ieatures making it the most
powerIul card in the industry.
Special Features
O Only Indian card with the lowest ever interest rate oI just 0.99 per
month.
Lowest interest rate on cash withdrawal at just 1.49 (with Nil cash
advance Iee at ICICI Bank ATMs)
2.5 Iuel surcharge waiver at HPCL pumps.
93
Earn upto 5 reward points/ Rs100 with ICICI Bank unique Express
Rewards programme.
A card that does not requires any income prooI.
Customers underlying Fixed Deposit continues to earn interest.
Get Iree insurance cover oI upto Rs20,00,000 on Gold and upto
Rs.10,00,000 on Silver card.
International validity.
All the regular beneIits oI ICICI Credit Cards.
Access to 24 hour customer care center.
O Available both as Silver and Gold variant.
Eligibility :
O Minimum FD value Rs.20,000 Ior Silver card and Rs.40,000 Ior Gold
card.

IAI1Y C#DS:

ICICI Bank - DTI$T$ Credit Card.
Exclusive Features
O FREE ProIessional Indemnity Insurance.
O Electronic Equipment Insurance on EMI.
O Savings on ICICI Bank Medical Equipment Loan.
O Savings on ICICI Bank Personal Loan.
All the beneIits oI the Sterling Silver Credit Card
ICICI Bank - Concern India Foundation Credit Card.
O Option to Contribute your Reward Points to Concern India
Foundation.
O Free 'Bandhan` add-on Card.
10 lakhs.
O Household Insurance upto Rs. 20,000.
O Baggage Insurance upto Rs.10,000.
94
O Hospitalisation BeneIit Policy upto Rs. 25,000.
O Balance TransIer at 1.75.
O All the beneIits oI the Sterling Silver Credit Card.

ICICI Bank - XLRI Credit Card.
O Option to Contribute your Reward Points to your Institute.
O Memories to Cherish - Picture/ Logo/ 4th Line Embossing.
All the beneIits oI the Sterling Silver or Solid Gold Credit Card

ICICI Bank - Amity umanity Foundation Credit Card.
O Option to Contribute your Reward Points to Amity Humanity
Foundation.
All the beneIits oI the Sterling Silver or Solid Gold Credit Card.

ICICI Bank - epAge India Credit Card.
O Option to Contribute your Reward Points to epAge India
All the beneIits oI the Sterling Silver or Solid Gold Credit Card

ICICI Bank - Odyssey Affinity Card.
Exclusive Features
O 10 oII on all purchases at Odyssey Stores across all Product
Categories
O Invites to Special Events, book launches etc at Odyssey stores.
O Home Delivery oI titles through Dial-a- book service.
95
O Priority queuing at Odyssey stores.
All regular beneIits oI the Sterling Silver card

J&E OAEY C#D:

ICICI Bank True Bue Credit Card.
India's Iirst value Ior money Card. A no-Irills Card packed with beneIits that
matter.
O PredeIine your own spend limits.
O Visa and MasterCard acceptability across 1,10,000 merchant
establishments in India.
O Dial a draIt at 1.
O Balance transIer at 1.75
O Most powerIul catalogue based rewards Program.
O Comprehensive Travel BeneIits.
O Personal Accident Insurance oI Rs.3 lakhs (air) and Rs. 1 lakh (any
other accident).
O Access to 24-hour Customer Care Centre and all VISA and
MasterCard approved ATMS

ICICI Bank True 'aue Credit Card.
India's only Internationally valid value Ior money photo Card oIIering
unmatched combination oI Ieatures and convenience.
O A powerIul Gold Rush lucky draw oIIer that gives over 400 gms oI
Gold as prize money every month on spends oI over Rs.500/- per
month
O Most attractive EMI oIIer at just 7.5 interest p.a. with NO
processing Iee - available at just phone call with no guarantor.
O Free Add on Card Ior liIe.
96
O International validity at over 12 million Visa approved merchants.
O Balance transIer at only 1.75 p.a.
O Personal loan upto the available credit limit available at just 10 p.a.
and 1 processing Iee aIter 6 months oI Card usage
O Personal Accident Insurance oI upto Rs.3 lakhs (air) and upto Rs. 1
lakh (any other accident).
O Dial-a-draIt Iacility at only 1
O &tility bill payment Iacility.
O Access to 24-hour Customer Care Centre and all VISA approved
ATMS.

CO#PO#1E C#DS:

The ICICI Bank Corporate Card gives organizations yet another opportunity
to recognize their senior executives in a very special way by nominating
them to become Card Members.
The Corporate Card Programme is exclusively designed to be an eIIective
tool in managing company's and employee's business expenses. The Card
system also gives valuable inIormation, in the Iorm oI monthly reports, on
individual Card Member expenses and also cumulative expenses by various
Merchant Establishment categories. And oI course, the Card Member gets to
enjoy all the beneIits and privileges that come with an ICICI Bank Corporate
Card.
!owerfu Benefits from ICICI Bank Corporate Card
O Benefits to the company
Corporate Identity
Your company has the option oI having its logo or the photograph and
signature oI the employee / Card Member imprinted on the Iront oI the Card.
This provides you with unmatched recognition and extra protection.
97
Management MIS
The ICICI Bank Corporate System provides detailed inIormation (MIS)
which can help in controlling expenses. Monthly management reporting is
an integral component oI the corporate Card oIIer Irom ICICI Bank. It gives
the management and its employees a complete expense tracking mechanism.
It also provides travel discounts, and a reasonable credit period. Thus
reducing your working capital requirement. This will reduce the time and
cost associated with expense control. The report package provides both
Summaries and itemizations oI charges and payments. The reports help you;
Streamline expense control
Analyze spending patterns
Forecast Iuture spending
The Individual Card Member Billing Statement
For convenience we give a one-glance statement that details each individual
charge. It shows clearly all purchases, cash advances, applicable Iinance and
service charges and amounts that remain outstanding month-wise.
Consolidated Company Statement
&seIul Ior monitoring Card usage and payments, the ICICI Bank's Corporate
Card system provides the organization with details oI each Card Member's
expenditure. It lists the date, place, amount oI expenditure, the net amount
payable by each Card Member, and at the end oI the report, the grand total
Ior the company.
Individual Account Description
Once the organization nominates their employees to become ICICI Bank's
Corporate Card Members, they can receive reports. These will tell the
organization in a variety oI useIul ways, how Card members are incurring
expenses. Your employees simply need to charge expenses and pay back
conveniently aIter receiving their statement. Card Members will receive a
billing statement each month that lists their charges and payment activity.
Cost Savings
O Improved cash float: The Corporate Card minimizes the need Ior
cash advances and the administrative burden involved in tracking &
98
reconciling them. Moreover, Card Members are billed once every
month, which helps improve the Companies cash Ilow.
O Better rates from Suppliers: Management InIormation (MIS)
generated by the ICICI Bank Corporate Card System helps the
Corporation identiIy new savings opportunities and support Iact based
negotiations with suppliers.
O The Merchant Spending Report provides cumulative spending by
all Card Members split into the travel and entertainment heads Ior e.g.
by Hotel property, airlines, travel agencies, ATM cash with drawl, car
rentals, petrol etc. This inIormation can be used to obtain better rates
Irom suppliers, and realize tangible cost savings.
O No Interest costs: The ICICI Bank Corporate Card is a Charge Card
wherein bills are payable on receipt. This inculcates Iinancial
discipline amongst employees, saving the Company unnecessary
interest burden on overdue out standing.
O Corporate pricing advantage: &nlike other Cards, ICICI Bank
Corporate Card recognizes your Company's buying leverage. As the
number oI Cards issued in a company increases the annual Iee payable
per Card keeps reducing saving costs to the corporation

Benefits to the employees
O Ease of charging and accounting business expenses
ICICI Bank provides you with a billing statement that lists all charges
on the Card date wise with complete transaction details. So you know
how much you spend and where. The Descriptive Billing statements
helps reconciliation oI expenses
O Attractive spending limit. &nlike most other Cards the ICICI Bank
Corporate Card provides the Ilexibility to the corporate to set
spending limit Ior the company nominees. For the Classic Corporate
Card the minimum spend limit is Rs.40,000/- and the maximum spend
limit is Rs. 3,00,000/-, Ior the Gold Corporate Card the minimum
spend limit is Rs. 50,000/- and the maximum spend limit is Rs.
10,00,000/-. Frequent travelers Iind this Iacility extremely useIul
when handling large expenses and during unexpected situations such
as extended business trips
O ide acceptance at quality establishments where business travelers
normally incur business expenses. ICICI Bank Corporate Card is
99
aIIiliated to Visa and is welcomed at all Visa Merchant
Establishments - 1,10,000 establishments across India and Nepal and
accepted globally by over 22 million Visa Card accepting
establishments.
O Global Customer Assistance Services. Visa provides the Iollowing
Card related assistance services to ICICI Bank Corporate Card
Members when traveling overseas.
4 Lost/stolen Card reporting
4 Emergency Card replacement
4 Emergency cash disbursement

O Security / Insurance Cover
-Photo and Signature option Ior Individual Card Members
-Comprehensive Insurance cover
-Personal Accident Insurance oI up to Rs. 5 Lakh Ior road/rail accident and
up to Rs 20 Lakh Ior air accident
-Limited loss Card liability. Post reporting the loss oI Card, liability is Nil.
-Purchase Protection cover oI upto Rs. 40,000
-Household Insurance cover oI upto Rs. 75,000
-Hospitalisation BeneIit cover oI upto Rs. 50,000
-&nique lost baggage Insurance oI upto Rs 25,000
WorId CIass Service
hour customer services delivered to international standards from

O Membership Rewards
ICICI Bank Rewards Plus Programme is an opportunity to participate
100
in the most powerIul Rewards program in India. For every Rs.1000
you charge to the ICICI Bank Corporate Card card holders earn 10
Membership Rewards point. And it is so simple to redeem these
points. The Card Member needs to accumulate a minimum oI 150
reward points and at the end oI the year can redeem these reward
points against any items in the rewards catalogue.
Other Benefits to Card Members
O Free Teleoptima Calling Card Ior use overseas with discounts on
airtime and a cost saving tariII plan
O Emergency Assistance Services that enables Card Members to obtain
emergency legal/medical reIerrals while traveling overseas.
O Overseas Insurance Cover
O Delay in Flight cover oI up to &SD 250
O Delay in receipt oI checked baggage cover oI up to &SD 300
O Loss oI Checked Baggage cover oI up to &SD 1200
O Missing oI Ilight cover oI up to &SD 300
O Loss oI travel documents cover oI up to &SD 500
O Hijacking cover oI up to &SD 3000.

INVESTMENTS
ICICI Bank cares about all needs. Along with Deposit products and Loan
oIIerings, ICICI Bank assists people to manage their Iinances by providing
various investment options ranging Irom ICICI Bank Tax Saving Bonds to
Equity Investments through Initial Public OIIers and Investment in Pure
Gold. ICICI Bank Iacilitates Iollowing investment products:
O ICICI Bank Tax Saving Bonds
O Government oI India Bonds
O Investment in Mutual Funds
O Initial Public OIIers by Corporate
O Investment in "Pure Gold"
Customers can invest in above products through any oI ICICI bank
branches. For select products ICICI Bank also provides the ease oI investing
through electronic channels like ATMs and Internet (ICICIdirect.com)
101

ICICI Bank Bonds
All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by
ICRA indicating the highest degree oI saIety Ior your money
Investment in ICICI Bank Bonds are eligible Ior tax rebate under Sec 88 to
the Iull extent possible
Bonds are listed on BSE, NSE

OI Bonds
8 Savings Bonds (Taxable), 2003
Low risk.
Reasonable investment tenure.
Nomination Iacility available.
Cannot be traded in secondary market.
Interest income taxable.

Savings Bond - Basic eatures
The main Ieatures oI these bonds are as Iollows:
O 8 Savings Bonds (Taxable), 2003
O Maturity Period 6 years
O Rate oI Interest 8.0 per annum (Taxable)
O Risk Attached Low Risk
O Minimum Investment Rs.1,000/-
O Maximum Investment &nlimited in multiples oI Rs.1,000/-
O Loan Facility Not available
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O Overall Liquidity Not tradable
O Date oI Issue Date oI realization oI the Iunds

&1& &ADS
Mutual Funds pool money oI various investors to purchase a wide variety oI
securities while pursuing a speciIic goal. Selection oI Securities Ior the
purpose is done by specialists Irom the Iield. Returns generated are
distributed to the Investors.
Mutual Fund Companies oIIer various schemes. Investors can choose any
particular Fund/Scheme or mix oI Funds/Schemes depending upon their
perception towards risk. Investment is done on the basis oI prevailing Net
Asset Values oI various schemes. Mutual Funds Investments are however
subject to Market Risks.
Types oI Funds Sold
ICICI helps investors determine which types oI Iunds they need to meet their
investment goals. This may include the Iollowing types oI Iunds:
Debt : Liquid schemes, Income schemes, G-sec schemes, Monthly
Income Schemes etc.
quity : DiversiIied Equity Schemes, Sector Schemes, Index Schemes
etc.
ybrid Funds : Balanced Schemes, Special Schemes - Pension
Schemes, Child education Schemes etc.
ICICI Bank helps investors identiIy an appropriate mix oI Mutual Fund
schemes Ior their portIolio using asset allocation strategies.
Through ICICI Bank investors can invest in various schemes oI multiple
mutual Iunds with decent perIormance record. Investors can take the aid oI
our various research reports on mutual Iunds and their schemes beIore
choosing a scheme Ior investment.
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ICICI Bank oIIers these investments in Mutual Funds through Multiple
Channels. With ICICI Bank, you can invest in Mutual Funds through
Iollowing channels
ICICI Bank Branches
ICICI Bank ATMs
ICICI Direct.Com
And provide a dedicated workIorce to serve clients.
BeIore being deputed, the oIIicers complete a comprehensive training
program and, once deputed, they receive thorough instructions in Iinancial
planning skills and techniques. Throughout their careers oIIicers also attend
programs to update their skills.
W All oIIicers in charge oI Mutual Funds are certiIied proIessionals by
AMFI (Association oI Mutual Funds in India)
Many oI these oIIicers also hold proIessional degrees like - MBA,
CA, ICWA, CFA etc.
We keep you updated
ICICI keeps the investors updated on the latest happenings in the Mutual
Fund industry and the various Iinancial markets through regular electronic
updates (daily & weekly) through Emails. ICICI also send out a monthly
magazine on investments to their customers.

dvantages of Investing in utual unds
O !rofessiona oney anagement & Research
Mutual Iunds are managed by proIessional Iund managers who regularly
monitor market trends and economic trends Ior taking investment decisions.
They also have dedicated research proIessionals working with them who
make an in depth study oI the investment option to take an inIormed
decision.
104

O Risk Diversification
DiversiIication reduces risk contained in a portIolio by spreading it. It is
about not putting all your eggs in one basket. As mutual Iunds have huge
corpuses to invest in, investors can be part oI a large and well-diversiIied
portIolio with very little investment.

O Convenience
With Ieatures like dematerialized account statements, easy subscription and
redemption processes, availability oI NAVs and perIormance details through
journals, newspapers and updates and lot more; Mutual Funds are sure a
convenient way oI investing.

O Liquidity
One oI the greatest advantages oI Mutual Fund investment is liquidity.
Open-ended Iunds provide option to redeem on demand, which is extremely
beneIicial especially during rising or Ialling Markets.

O Reduction in Costs
Mutual Iunds have a pool oI money that they have to invest. So they are
oIten involved in buying and selling oI large amounts oI securities that will
cost much lower than when you invest on your own

O Tax Advantages
105
Investment in mutual Iunds also enjoys several tax advantages. Dividends
Irom Mutual Funds are tax-Iree in the hands oI the investor (This however
depends upon changes in Finance Act). Also, capital gain accrued Irom
mutual Iunds investments Ior period oI over one year is treated as long term
capital appreciation and is taxed at a lower rate oI 10 without beneIit oI
indexation or 20 with beneIit oI indexation.

O Other Advantages
Indian Mutual Iund industry also presents several other beneIits to the
investor like: transparency - as Iunds have to make Iull disclosure oI
investments on a periodic basis, Ilexibility in terms oI needs based choices,
very well regulated by SEBI with very strict compliance requirements to
investor Iriendly norms.

Initial Public Offering

Investors can invest in IPOs online through www.icicidirect.com with same
convenience oI investing in equities - hassle-Iree and with zero paper work.
Also, get in-depth analyses oI new IPOs issues (Initial Public OIIerings)
which are about to hit the market. IPO calendar, recent IPO listings,
prospectus/oIIer documents and live prices will help you keep on top oI the
IPO markets.

OD

Gold has been traditionally the most Iavored Iorm oI investment Ior Indians.
In Iact, India, even today is amongst the highest consumers oI Gold in the
world. However, the Gold market remains largely unorganized with
reliability and convenience remaining the key issues Ior gold buyers in the
country.

ICICI Bank with its Pure Gold` oIIer attempts to bridge the gap between the
need oI the customers Ior buying gold and availability oI an organized
avenue to satisIy that need, by taking care oI the two key components
106

Reliability and Convenience.

Reiabiity
24 Carat ICICI Bank Pure Gold is imported Irom Switzerland. This Gold
carries a 99.99 Assay CertiIication, signiIying highest level oI purity, as
per international standards. The gold coins that come in 5gm, 8gm, and
10gm are packed in tamper prooI packages.

Convenience
ICICI Bank Pure Gold is competitively priced based on daily prices in the
international bullion market. Currently, gold is available in 8 gram and 5
gram categories, subsequently other denominations will also be introduced.

P#IJ1E BAKIA

Benefits

Comprehensive range of products and services

-Savings Account, Fixed Deposits, Recurring Deposits, Quantum
Optima, Current Accounts,
-Resident Foreign Currency (Domestic) Accounts etc.
-Asset Products- Home Loans, Car & Personal Loans, Loan Against
Securities etc.
-Investments- Government oI India Bonds, Mutual Funds, Capital Gain
Bond etc.
-Insurance
-Web Trade and Demat Accounts
-Gold Coins & Bureau de Change
-International Debit and Credit cards
-And many more....

xcusivity and Convenience

-Dedicated OIIicer
107
-Separate interaction area in the branch
-Anywhere Banking Iacility
-Exclusive Phone Banking service
-Competitive Pricing
-Reduced rates Ior products and services
-Several Complimentary OIIers
-Value-linked beneIits

Competitive !ricing
-Reduced rates Ior products and services
-Several Complimentary OIIers
-Value-linked beneIits
A#I SE#JICES

Wherever people may be, in India or abroad, ICICI Bank has created a wide
range oI products and services that provide customers complete Iinancial
solutions. Helping them to make the right decisions at the right time and can
be rest assured that they are in the saIe and trustworthy hands oI ICICI bank.

Deposit !roducts.

1. A#E ccount. An NRI can open a Non-Resident External Account(NRE
Account)with any bank in India. The account not only lets customers
manage their money that they earn in India (as permitted by FEMA
Regulations) but also oI the money earned abroad. The money in the account
and the interest earned on it can be sent back outside India without any
authorization Irom RBI. The Account can be opened and Iunded in any
permissible currency, and is later converted into Indian Rupees. This
Account oIIers dual beneIits oI high returns as oIIered by the Iixed deposits
and liquidity as oIIered by the savings account. The Account helps
108
customers take care oI all their Iinancial needs, quickly and conveniently. In
addition to attractive rupee interest rates customers get Iree money transIers,
easy access Ior the customer as well as Ior his/her Iamily back in India, and
a Iree mandate card Ior the loved ones in India.
Advantages of RI asy Rupee Account
O Free and Easy money transIer through www.money2india.com Irom
the comIort oI customers home or oIIice. Customers get attractive
exchange rates every time they send money to India.

O The services make accessing and tracking account simple and easy.
Account can be accessed and monitored in 2 ways
- By logging on to www.icicibank.com to access account round the
clock
- Calling the 24hour toll Iree number Irom a Iixed line in India

O Low minimum balance oI just Rs.10,000 makes opening and
maintaining an NRI Easy Rupee Account more convenient.
O Mandate Iacility Ior loved ones in India so that they may access the
account with an ATM Card, Irom over1910 ATM`s and over 560
branches oI ICICI Bank in India. Mandate holder also receives a
cheque book

O Free International cum Debit card that gives access to 6,00,000
ATM`s and over 11 million shops and merchant establishment around
the globe.

O Free online payments oI all the utility bills like telephone bills,
electricity bills, insurance premium etc in select Indian cities.

O The principal amount and the interest is Iully repatriable.
109

The NRE Iixed deposit is an attractive investment option Ior customers
and can be opened in Indian Rupees. The Iixed deposits are opened Ior a
minimum oI 1year upto a maximum oI 10 years. The principal and the
interest is Iully repatriable. The account also allows automatic renewal oI
the deposit.

2 . A#O ccount: The Non-Resident Ordinary Account (NRO Account)
allows customers to hold the money they have earned in India such as
rent, dividends, pensions etc. They can open the account and can Iund it
in any permissible currency and is later converted into Indian Rupees.
NRO account oIIers attractive exchange rates upon conversion oI Ioreign
currency into Indian Rupees. This account to oIIers high returns and
liquidity. However, the interest earned on the principal amount in the
account can be sent back aIter the deductions oI tax in India.

Advantages Of RO Account.
O Free money transIers.
O Easy access to the money Ior individuals and their Iamily
O Free mandate Iacility Ior loved ones in India
O Low minimum balance oI Rs.10,000
O Free online bill payment oI the utility bills in India.

CA# ccount:
A Foreign Currency Non Resident Account (FCNR Account) allows
customers to maintain Iunds as Term Deposits in various Ioreign currencies,
thereby guarding customers against Iluctuating exchange rates. &nder this
110
account both the principal amount and the interest can be sent back Iully,
and are taxable in India. The tenures range Irom 12 to 36 months.
Advantages Of FCR Account
O Minimum deposit size is &SD 1000, GBP 1000, E&R 1000 or JPY
2,00,000
O Loans are available upto 85 on the deposits at attractive interest
rates
O Automatic renewal oI deposit on maturity.

4. #C ccount: By opening a Resident Foreign Currency Account
(RFC Account) customers can maintain Iunds as Term deposits in various
Ioreign currencies even aIter they have returned to India. Both the principal
and the interest can be remitted outside India. The tenures range Irom
1month to 36months.
Advantages Of RFC Account.
O Maintain accounts in 2 Ioreign currencies- &SD & GBP
O The account can opened and Iunded in any convertible currencies. It
will be converted into one oI these currencies as per the customers
choice

A#I CCO&A1S 1 ACE
Particulars NRE
Account
NRO
Account
FCNR
Account
RFC
Account
Currency Indian Indian &SD, GBP, &SD & GBP
111
Rupees Rupees E&RO,&JPY
Type Savings and
Iixed deposit
Savings and
Iixed deposit
Fixed
Deposit
Fixed
Deposit
Tenure 1year-
10years
15days-
10years
1year-
3years
31days-
3years
Minimum
Balance
Savings
Account-
10,000 INR
Fixed
Deposit-
25,000 INR
Savings
Account-
10,000 INR
Fixed
Deposit-
25,000 INR
&SD-1,000
GBP-1,000
E&R- 1,000
JPY-2,00,000
&SD-1,000
GBP-1,000
E&R- 1,000
JPY-2,00,000
Taxation No Tax 30 No Tax 10 plus
applicable
Cess &
Surcharge

Repatriation Principal &
Interest are
Iully
Repatriable
Principal
amount is
repatriable
subject to
conditions.
Interest is
Iully
repatriable
aIter
deductions oI
tax
Principal &
Interest
amount are
Iully
repatriable
Principal &
Interest
amount are
Iully
repatriable

1ransferring oney
ICICI Bank has various way through which its NRI account holding
customers can transIer money and thereby has made the process oI the
112
same quicker, convenient and easy. ICICI Bank oIIers a host oI online as
well as walk-in options to transIer money to India.

Online ethod:
The online methods that ICICI Bank provide is powered by their service
Money2India that allows NRI account holders to transIer money into an
ICICI Bank account Iree oI cost. It also allows transIers into bank accounts
with over 30 other banks in India Iree oI costs. Demand draIts above &SD
1,000 or equivalent issued and payable at over 1250 locations in India are
absolutely Iree. The customers enjoy online tracking oI the status oI the
Iunds.
In order to use any oI the online services listed below the customer has to
register with Money2India.

O !ower Transfer. It is an online local wire transIer giving customers
the advantage oI quick and eIIicient money transIes. Customers can
use it to credit any ICICI bank account, a non ICICI Bank account or
issue a demand draIt. This unique web based wire transIer Iacility also
gives customers the convenience oI knowing the status oI their
transIer at every stage with Money2India tracking number
Currencies avaiabe- A&D, CHF, HKD, JPY, NOK, SEK, SGD, &SD,
E&R, CAD, GBP & AED
Charges- Free Ior credits to ICICI Bank.
-Free Ior Direct Credits to non ICICI Bank Accounts
-Free Ior Demand DraIts issued over &sd 1,000 or equivalent
O Cheque Transfer. Customers an transIer money to any ICICI Bank
account absolutely Iree oI cost by simply posting their cheque to a
local ICICI Bank P.O.BOX instead oI sending the cheque to India.
This helps in speeding up the money transIer signiIicantly. Customers
can track their Iunds right Irom the moment it reaches the P.O.BOX
113
till the Iunds reach the designated ICICI Bank account way the
individual tracking number.

Currencies avaiabe-, &SD, E&R, CAD, GBP & SGD
Charges- Free only Ior credits made to ICICI Bank accounts.

O -Transfer. This is a direct debit Iacility using automated clearing
houses which allow the customers to transIer money online Irom the
comIort oI their home. There is no need oI visiting any branch and
eliminates the hassle oI paper work transIers are a click away. The
service can be used to credit any ICICI Bank, a Non ICICI Bank
account or issue a Demand draIt.
Currencies avaiabe. &SD
Charges. -Free to ICICI Bank Accounts
-Free Ior direct credits to non ICICI Bank Accounts
-Free demand draIts issued over &SD 1,000

O et xpress. This is a complete online money transIer Iacility Irom
&K, Europe, and Singapore to India customers can use their local
banks internet Iacilities. In Singapore this Iacility is oIIered to all
account holders oI DBS Bank. Customers can send money quickly to
any ICICI Bank account, a Non ICICI Bank account or issue Demand
DraIt at over 1,250 locations in India.
Currencies avaiabe. GBP, E&R, SGD
Charges. -Free to ICICI Bank Accounts
-Free Ior direct credits to non ICICI Bank Accounts
-Free demand draIts issued above SGD 2,000 or equivalent
114

O Card Transfer. Customers can debit their Visa/Master Card to send
money to India, completely online, with just a Iew clicks.
Currencies avaiabe. &SD
Charges. From &SD 3.50 to &SD 31 depending on the card transaction
amount ( Credits permissible only to ICICI Bank accounts)

O -RI. This service is for account hoders of mirates Bank, &A
The customers can transIer Iunds online Irom an Emirates Bank
account to an ICICI Bank account
Currencies avaiabe. AED
Charges. AED 5

O RI-Driect. This service is for the account hoders of the Commercia
Bank, "atar The customers can transIer Iunds online or at branches
oI Commercial Bank, Qatar to an ICICI Bank Account.
Currencies avaiabe. QAR
Charges. -QAR 10 Ior online transIer
-QAR 15 Ior branch based transIer

OIAE E1HODS:

O ome !oint. A NRI account holder oI ICICI Bank in India can send
money Irom Canada in as little as 2hrs into an ICICI Bank account by
115
walking into the any oI the 960 Bank OI Montreal branches with the
Iilled in deposit slip.

Currencies avaiabe. CAD
Charges. -CAD 5 per transaction

O ire Transfer. This service allows the customers the Iamiliarity oI
their local bank, wherever customers are they can send money to any
oI the ICICI Bank account in India.
Currencies avaiabe. AED, A&D, CAD, CHF, DKK, E&R, GBP, HKD,
JPY, NOK, SEK, SGD, &SD
Charges. As charged by the local bank.
O Foreign currency Cheque/Draft. This is the traditional mode oI
money transIer where customers can deposit a Ioreign currency
cheque or draIt in their account in India which is sent Ior collection by
ICICI Bank.
Currencies avaiabe. &SD, GBP, E&R, A&D, SGD, CAD done via
correspondent arrangement rest are application based

O Insta Transfer / $peed Transfer. With this service customers can
transIer money into their ICICI Bank account in just 2hrs through an
exchange house / Bank. Speed transIer credits the account or issue a
Demand DraIt at over 1,250 locations in India, as per instructions
within 1 day.
Avaiabiity. World-wide
Charges. Variable-Depending upon the partner Bank / Exchange house

116
O DD Drawing Arrangement. Another conventional method oI money
transIer customers can send money by making a rupee Demand DraIt
across the counter. ICICI Bank has partner exchange houses and
Banks all over the world where Demand DraIts can be made.

Avaiabiity. World-wide
Charges. Variable-Depending upon the partner Bank / Exchange house

117

IK| 'I` |K||I|Kt

118

|8I|I|8

Almost all banks have a wide variety oI products to oIIer to the customers.
There are regular transaction between the customer and the bank and
thereIore many notiIications and records, that are required by both the bank
and the customer Ior their satisIaction there are many requests that a
customer makes that the bank has to oblige and thus keep records oI the
same in order to reIer to them when ever required.

It thereIore goes with out saying that the banking sector any where in the
world has the highest Irequency oI paper work that needs to be stored Ior
Iuture reIerences, no doubt that the technology has improved and that
various requests can be sent across through e-mails, however banks require
physical possession oI the same and thus it is convenient Ior the customers
but very much the same as Iar the bank is concerned.

ICICI Bank has always been looking to make banking comIortable and
convenient as Iar as possible Ior its customers, and to manage the tedious
paper work it uses the 5 S ` philosophy to help its staII retrieve and manage
papers in the most eIIicient and the smartest way.

ICICI Bank was quick to understand that to be a leader it has to satisIy its
customer needs, be it product or service. Simple aspects like a, well
organized and systematic work place increases eIIiciency and brings about
customer satisIaction. The 5 S` philosophy helps the staII to understand the
importance oI being organized at the work place.

5 S` Philosophy originates Irom Japan and came into deionization aIter the
World War 2. It is one oI the most powerIul tool under the Kaizen umbrella.
Kaizen theories originate Irom Japan and the word Kiazen basically means
change Ior good`, the word Kia means little, ongoing, good and the word
Zen means Ior the better`.

The main aim oI the 5 S` Philosophy is to eliminate waste, reduce
processing time, and add responsibility to operational staII. The Philosophy
believes that small changes results in large improvements without large
119
investments. The philosophy helps in organizing a work place in such a
manner that eIIiciency oI people & processes is enhanced.
The philosophy identiIies the 5 pillars oI a managed work place

O $orting
O $ystematic Arrangement
O $pic n $pan
O $tandardi:ation
O $ef Discipine

SO#1IA:

The very Iirst step is to identiIy where the philosophy is to be deployed it
could be as small as a work station or as big as the whole oIIice. A well
organized work place motivates people, both employees as well as others.
The philosophy aims to improve saIety, work eIIiciency, productivity and
establish sense oI ownership.

$orting basically means to divide the all the objects at the area where the
philosophy is to be deployed into 5 broad categories

1. Needed regularly (B&CKET 1)
2. Needed but not regularly (B&CKET 2)
3. Needed regularly but not in excess quantity (B&CKET 3)
4. Wanted but not needed (B&CKET 4)
5. Scrap (B&CKET 5)

Items Needed regularly at the bank are account opening Iorms , pay-in-
challans, DD challans, Rubber stamps, Stationery items, etc

Items Needed but not regularly are Account opening Iorms oI existing
customers, Room Ireshener, Letter head, etc

Need regularly but nothing excess quantity are loose cheque book leaves,
Iloppies, printer paper, etc

Wanted but not needed are items like cash reports, loan Iiles, locker
notice, Iiles oI audit reports etc
120

Scrap items are old brochures, old challans, old Iiles, news papers,
disposable items. etc

SYS1E1IC ##AEEA1:

Systematic Arrangement basically aims at arranging and identiIying
things in a work area. Once sorting has been done at a work place and all
diIIerent items are categorized the next step is to identiIy the right place
where the needed and wanted items are to be placed.

The 2
nd
pillar oI the philosophy is also called as PEEP` which basically
means !ace for verything and verything in !ace Every item aIter the
sorting stage must have a place Irom where it can be located easily and
quickly. Systematic Arrangement thus ensures that things are easily
reachable.

B&CKET 1 Items Needed regularly- must be kept nearby so that they are
easy to retrieve.

B&CKET 2 Items Needed but not regularly- a place that is Iurther Irom
the work station.

B&CKET 3 Items Needed regularly but not in excess quantity- 5 S`
common area

B&CKET 4- Items Wanted but not needed- located at a place Irom where it
can be dispersed

B&CKET 5- Scrap- Disposed oI immediately

ork station is the smallest unit oI a work place or an oIIice. To organize
the overall work space, every work station thereIore must be systematically
organized. This stage includes proper placement oI items in a clearly
identiIied easy to understand and systematic manner.

121
BeIore putting things in the right place it is important that a lay out is made,
a layout is a detailed drawing oI a space that indicates the relative
positioning oI the elements in that space, the layout oI a work place ensures
that the exact location oI the items are known not only to the owner but also
to the visitors.

Work station layout must be displayed at every individual work station,
while a department or Iloor layout must be displayed at a common place on
the Iloor, the layout oI the common storage area is to be displayed at the
entrance oI the same.

Layouts must be made oI both the Iront view as well as the top view

The top view allows people to know who is sitting where and also where all
the materials are located it is basically a bird eyes view it gives a clear idea
oI the exact location

The Iront view indicates the storage area in a work place

In a work station the most important is to keep the drawer in order.
Drawer

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Drawer A can used to keep stationeries it is important to ensure that no
excess or unwanted stationery items are in this drawer

Drawer B Is used to store Iiles and documents which are used as daily
reIerrals

Drawer C Can be used to store Iiles and documents that are used once a
month

All storage areas, cabinets, shelves, drawers etc must be labeled and indexed
properly. Alphabetical indexation must be prepared. Index must be labeled
Ior Irequently used manuals, brochures, books etc it helps to retrieve the
items quickly and easily. A master index must be prepared Ior the
workplace, which contains the address oI each item in the workplace. A soIt
copy oI the same must also be kept.

Thus systematic arrangement is not only putting everything in the proper
place and setting up a system so that it is easy to place each item in its
proper place but also good labeling practices so that Iiles and documents are
easily identiIied and proper storage locations are clearly known.

The stage also analyses as to why getting things out and putting them away
takes so long. Study oI issue such as who are the people who use the items
Irequently and occasionally is also done.

$tore room require extra care iI they are not arranged properly retrieving
things would become highly impossible and a pain taking process. The very
Iirst step in order to arrange the store room systematically is to make a lay
out oI it, both again oI the Iront view and the top view that would help to
understand the area available where all items that have been sorted out will
be placed except Ior scrap which will be disposed immediately.

It would be important to designate the right areas Ior the right things and
avoid rework. Files must be stored in terms oI usage or in sequence oI
routine priority every day. Files, Documents, Folders required oIten
(B&CKET 1) must be kept at place closest and easily retrievable and must
be nearest to the entrance oI the store-room.
123
B&CKET 2 items are Iarther than the regular needed items. Items in
B&CKET 3 that is Needed regularly but not in excess quantity will be
divided into 2, Iirstly items oI optimum quantity should be placed at the
work place and the second would be excess inventory that will be placed in
the 5 S` common area. Bucket 4 items wanted but not needed will also be
kept in the 5 S` common area.

Again high emphasis needs to be given on labeling the Iiles and items beIore
they are moved into the store-room. The labels should be in standard Iormats
and should include Names oI Iiles, Start date and end date oI Iiles, Retention
time, Owner oI the Iile, Department to which it belongs, File number. Files
oI diIIerent departments should be stored in the store room and must have
diIIerent color binding. There needs to be a segmented index Ior the store
room that would help to indicate what items are stored where and in which
shelI oI the rack in the store room. The index needs to be in alphabetically
ordered. The index will be pasted inside the store room at the workplace. It
must be clearly visible in the store room. All items in the store room are a
part oI the Master Index, a copy oI the master index must be placed in the
store room.

The layout oI the store room and the Index will allow easy access and easy
retrieval oI Iiles and documents without having to search Ior them as layout
and the index pin point exactly what is lying where.

For documents that need to have regular inventory levels a ABA card is
used that allows the staII members to know exactly how much oI inventory
level is required and aIter what level there need to be an order and oI how
much and also the contact details oI the person responsible Ior providing the
same. The KANBAN card is placed over the documents so that it is visible
to everyone who is using them the card also states the owner who is
responsible to manage the inventory level.

SPIC :A' SPA

Once all the items have been identiIied and systematically arranged, the
emphasis is turned on being clean and keeping the Iiles and the documents
and all items in top condition. SPIC N` SPAN is basically cleaning with
meaning. Each person is responsible to inspect and look out Ior damages,
124
deIects; potential problems identiIy them and Iix them. They should also
keep a check whether the work area is sorted and systematically arranged or
not. StaII should look out Ior reasons and think out ways to overcome the
problems. SPIC N SPAN needs to be done on a regular basis and is an
ongoing process. Places should be thoroughly cleaned.

S1AD#DIS1IOA

The good practices developed in sorting, systematic arrangement, and spic
n` span must be standardized and made easy to accomplish. This step oI the
philosophy sees to it that the Iirst three pillars i.e. sorting, systematic
arrangement and spic n` span are standing strong. The main Iocus is on
developing a work structure that supports new practices and make the habit
Ior the staII. One oI the most diIIicult and the hardest task is avoiding old
habits. It is easy to slip back into what one has been doing Ior years, because
every one is Iamiliar with it and Ieels comIortable. This step also looks into
setting up rules, polices Ior handling items, Iiles, documents at a work place.

SE DISCIPIAE

SelI discipline basically is Ior every individual to understand and see to it
that he/she is Iollowing all the rules and the polices oI all the 5 pillars. This
step makes sure that employees check themselves whether or not they are
Iollowing all the 5 steps or not.

125
POK YOKE

Poka Yoke is deIect prooI device that is specially used Ior maintaining Iiles
at the work place , at the bank there are large number oI Iiles that need to be
maintained and kept so that various issues can be reIerred back whenever
required .

Poka Yoke mainly is a red color tape that is put on Iiles, all Iiles oI similar
nature will be taped in a speciIic pattern and would run Iorm Iile number one
to the last one.

As seen below the very Iirst set oI Iiles are say Ior example records oI
account opening Iorms the next set are oI account closure.

&sing the Poka Yoke technique the Iiles can never Iind a place where they
actually don`t belong i.e. account closure cannot be placed in account
opening rack or shelI, the mistake will be clearly visible as the pattern
speciIic to account opening will not match with the pattern oI account
closure. Also Iiles will all ways remain in the same order File number 2 oI
the Iirst set cannot be kept beIore Iirst or aIter the last Iile as the pattern will
be disturbed. Thus whatever comes out goes back where it actually came
Irom and no where else.

126
#ED-1 #EIS1E#

Red Tag is an action plan, and works as a reminder to the staII to take an
action. The tag is red in color and highlights the pending actions. The red tag
is generally used Ior the Iollowing

O Wanted but not needed items that cannot be disposed oII
O Items Ior which an approval is required beIore disposing them
O Observed abnormality which maybe a root cause Ior disorganization
example: leaking walls, loose wires etc

A red tag is a 2 portion selI adhesive sticker that has a unique number Ior
keeping track oI items that have pending actions to be taken on them. One
portion oI the sticker is pasted to the identiIied item and the other halI is
pasted on the red tag register the entries oI which are viewed periodically,
each tag must start on a Iresh page and the person responsible Ior the saIe
custody should put his/her initials at the end oI the page with date.

A red tag register is maintained at the work place to record and list the items
that are red tagged, the register is supervised by the Branch Operation
Manager. The register must be supervised aIter every 15 days, Schedule Ior
reviewing the register must be mentioned on the second page. The red tag is
always controlled at the regional or zonal level.

Red Tag is not a one time exercise and needs to be carried out regularly,

127

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128

IK| ||I|8I I||8k| | Ik8I|8|

ICICI has been quick to understand that the current scenario oI banking in
India is changing, it is not the same anymore , the public has various options
to choose Irom with not much diIIerences in the saving rates and other rates
too, they needs to come up something that people are attracted to it , it
should be something that diIIerentiates itselI Irom other banks.

ICICI soon realized that they have to be customer oriented and have to
understand the current status oI liIestyle oI the people. They were quick to
understand that with the hectic work schedule oI people, banks have to
change, their style, their working hours etc. ICICI is the Iirst and the only
branch so Iar in India that have working hours Irom 8 am to 8 pm. ICICI are
the only bank that have been granted permission by RBI to start its service
oI Bankhome the later part oI the report deals with the subject.

With the new banks entering into the market and margins Iilling up the
competition has got tougher, but ICICI has been quick to understand the
needs oI its customer and has molded itselI and in Iact made itselI Ilexible.

ICICI also understands that customer demands value Ior their money the
service quality standards at ICICI bank allow them to deliver better products
Iaster.

It is a Iact that banks have been under immense pressure due to new entrants.
The competition has been on a high. It is very clear customers would be
willing to shiIt their money to new banks where they Iind a better rate oI
interest, however the rate diIIerence between banks as very marginal and
thereIore the situation has not come into action and thus what is leIt is which
banks can actually provide customers with meaningIul and unique services.
ICICI deIinitely stands out Ior the various services it oIIers to its customers
also it has been able build a very strong trust with its customers which
actually is the key to success.

129
ICICI bank has thereIore been looking to innovate services that actually help
their customers. They have been Iinding out ways Ior their customers that
allow them to Ieel comIortable and hence building their trust with them.

130
|8I|I|8

It goes without saying that banks in order to achieve their primary goal as an
institution need to make sure that they net in as much as primary deposit
they can, the eagerness to serve more customers has to be there. A bank
never sleeps, it does not have a maximum limit, in order to grow in the
present scenario banks have to make sure that they attract new clients not
only by providing them new service but also by making them aware and
wining their trust.

ICICI has been encouraging their staII to net in customers and serve them
with the best possible way. ICICI has been training their staII Ior the same
with special programs that have been recognized throughout the world.
Earlier the bank use to Iollow the Enhancing Relationship Value (ERV)
model but seeing the present scenario oI banking the bank has changed its
model to Retail Business Development (RBD).

Retail Business Development (RBD) is a unique model that allows banking
executives to help cross selling and up selling oI banking products to new
and existing customers.

Earlier ICICI Iollowed the Enhancing Relationship Value (ERV) model but
has now changed its model to Retail Business Development (RBD). Retail
Business Development (RBD) model is one step ahead oI Enhancing
Relationship Value model (ERV). The Enhancing Relationship Value (ERV)
model mainly looked into enhancing the relationship between the customers
and the bank, by convincing the customers to deposit more money with the
bank. More bank products we sold to existing customers, in short the bank
looked at increasing deposits through existing customers.

The relationship management was basically done through call-centers and
the retail branch had a very small role to play.

However Retail Business Development (RBD) has a very diIIerent approach
to that oI Enhancing Relationship Value (ERV). Retail Business
Development (RBD) looks at selling banking products not only to existing
131
customers but also to new customers by proactively making them aware oI
the products oIIered by the bank.

Retail Business Development (RBD) as the name suggest is the task oI cross
selling and up selling vested on the shoulders oI the retail branches itselI
rather than the call centers calling up customers. The model gives emphasis
that the retail branches oI ICICI are the customer interIace, when a customer
walks in the branch with the mood to resolve his banking issues that is
actually the time when probably will be willing to listen to what the
executives have to say, all other sales channels may approach a customer at
a time when he is not in a mood to listen and buy a bank product. The model
also goes with the old saying that 'no saes without good service the retail
branches provide the customers with the services, a customer whose service
issues are solved at the branch is more susceptible to purchase a product,
thus there is a need Ior good and quality service to be rendered at the retail
branch. Customers anyways connect better with an employee calling Irom
the branch rather than a sales executive who he has never known, the model
thereIore also gives importance to building a good rapport with the
customers on a an individual basis. To conclude the new model Retail
Business Development (RBD) has put across a very important and a major
responsibility on retail branches to act as lead generators whose main aim is
to increase retention oI existing customers and at the same time try to net in
new customers.

132

COA1EA1S O #BD

Although it would be diIIiculty to clearly deIine the boundaries oI RBD as to
what all should be considered under the RBD model the Iollowing are some
oI the contents oI RBD that are crystal deIined.

O All Fixed Deposits more than 6months

O Activation oI Auto invest Quantum Optima 70 oI the customers do
not have Quantum Optima.

O Cheque pick-ups Ior amount to be deposited in Auto Invest Quantum
Optima enabled accounts

O Leads across

-Retail Liability Group
-Small Enterprise Group
-NRI

O All accounts in new customer id, all accounts in same customer ids
and recurring deposits opened.

O Insurance Products

-Mutual Funds
-Insurances
-Gold Coins
-Bureau de Change

O RBI bonds with non ICICI bank cheques.

133

Accountabiity. All employees oI the retail banking are converted into lead
generators, it is on their shoulders now to make sure that cross selling and up
selling oI products takes place they have to make a rapport with the clients
and take them into conIidence Ior buying newer and better products that
come up, the employees have thus make sure that the customers are ell
aware as to what new is coming up or what are the usp oI the various
products oI the bank. The job oI proIiling the customer and understanding
his need is now vested on the retail staII.

The retail staII is expected to

O To make at least 250 calls per month that is recorded in the soItware

O Convert at least 25 leads per month, which practically means 1 lead
conversion per day.

SCOPE O #BD IA IADI:

RBD has had success in many parts oI t he globe the model initially
originated in Australia. With the increasing GDP in India and people having
more disposable income in their hands the RBD modes deIinitely has a
bright Iuture ahead.

The world has no doubt seen India as one oI the biggest player oI out
sourcing, this is very evident with the number oI call centers that have come
up in the country. India has a large pool oI highly educated proIessionals
who speak English, India has the second-largest English-speaking
population in the world. Also english is the principal language Ior business
transactions in India supported with world class Iacilities and inIrastructure,
increasingly good telecom connectivity, and the capability to handle a range
oI services, High availability oI educated, computer literate and English
speaking customer care proIessionals
134
The work Iorce is highly reliable and can deliver world-class quality and
ensure rapid delivery oI service. Indian companies are also increasingly
adapting to international quality and security standards, are just some oI the
reasons why outsourcing customer support to India is so popular.

The Indian government has given a special thrust to the industry by reducing
the prices oI high-speed international private leased circuits. The recent IT
boom has prompted the Government oI India to announce exemptions Irom
income tax and customs Ior the exports oI IT enabled services. The central
and state governments have put emphasis to set up state-oI-the art
inIrastructure Ior the projected boom Ior IT enabled services. Indian
companies can provide inbound customer support services at competitive
costs compared to the same services in other countries
Taking into consideration the scenario oI increase in call centers in India and
the reasons behind it, it goes without saying that the sector will only be
expanding new jobs and roles to the youth. Manpower required at the call
centers allow under graduates to work and start earning at an early age
According to the IMF India`s economic growth will increase by almost
eight Iolds in the next 40 years. The Iuture oI India does seem very bright,
The reason why GDP growth has remained strong since 1991-92 is that the
contribution oI non-agricultural sectors has considerably increased. This
has enabled the economy to withstand sharp declines in the agricultural
sector and yet register good overall growth. The declining role oI the
agricultural sector in the Indian economy is the most noteworthy
development. With the increasing contribution oI the non-agricultural
sectors, the Indian economy is arguably undergoing a structural shiIt
towards the Iundamentals oI a developed economy.
Thus with the growing economy and the ever growing job opportunities
the income level oI the country would deIinitely climb up, leaving more
people with more in hand. The RBD model would thereIore have a bright
chance Ior the bank to try and sell new or other products to its customers
and also Iind new customers to take up various products the bank oIIers.

135
DJA1ES O #BD:

O It acts as a value addition driver within the employees, they Ieel
highly motivated as their roles expand and responsibility is vested on
their shoulders.

O Also the RBD model allows the employees to be aware oI all the
products, its Ieatures and the procedures. Since the model emphasizes
on cross selling and up selling employees need to be upto date with
the latest products and their Ieatures and act as lead generators Ior
other products as well.

O The RBD model adds a sales aspect to the proIiles oI the employees,
they actually get to learn the practical aspect oI sales as to what all
diIIiculties are generally Iaced and also learn the power oI convincing
people.

O Least to say the RBD model plays a very big role in the contribution
oI the branch and the organization.

O1IJ1IOA 1O EPOYEES:

In order to motivate the employees to use the RBD model and draw results
Irom it ICICI Bank has kept a contest "KBC" Kaun Banega Champion
This is basically a weekly and a monthly contest and looks to reward
employees who use the RBD to generate leads. In the weekly contest any
staII member who generates atleast 3 sales pre week is eligible Ior the
reward also the top 10 oI the active staII that has generated atleast 1 lead in a
week at a branch shall win. Incase oI the monthly contest the staII member
who generates atleast 12 sales per month is eligible. Also top 5 branch staII
in each branch shall be eligible. Both the weekly and the monthly contest
winners are given the option to choose Irom a portIolio oI attractive prizes,
employees are also given the option to delay their possession oI the prize
and wait Ior another win and then choose a much better prize thereby
motivating employee to be recurrent winners.

136

1HE #BD P#OCESS:

1
st
step- &sing database Irom the ERVCMS soItware, Relis a soItware that
has details oI the account opening Iorms, Lead management system where
pending actions are stored, Ioot Iall at the branch or various other channels
oI RBD employees generate leads.

2
nd
step- Employees need to understand as what the customers require and
then plan out a cross selling strategy as to what a customer may want, the
main idea is that the employee handling a customer must try and proIile his
customers according to his age, by analyzing his income, his needs, etc.
Once a customer shows interest in a product the details and names are
entered into the Lead management system this allows accountability as the
soItware requires the employee code beIore any lead is entered in it and
thereby earning the credit Ior the same.

3
rd
step- Leads that have been entered into the Lead management system
are given to the respected sales team.
4
th
step- The Lead management systems has Iull details whether the lead has
been converted or not and inIact can give details as to how Iar the employees
have reached with the customer.

5
th
step- Branch and employees are evaluated on the numbers oI leads
converted

CHAAES O #BD-

O Tee-seing- Tele selling is basically when the employees proIile the
customers over the phone and then try to cross sell or up sell their
products according to the needs oI the customer. Tele selling is oI two
types
1. Inbound calling
2. Outbound Calling
Outbound calling is basically proactive as the bank takes the initiative and
call up customers on their own whereas outbound is when customers call up
137
on their own, customers maybe existing customers, reIerrals, or new
customers. The employees act as a relationship manager Ior the customers
and this is the quickest and the most convenient way to establish contact
with customers, immediate response oI the customer is taken and is also
considered the most eIIicient way oI oIIering products and services to
customers one by one. however many times in practical liIe people do not
show immediate trust with the person over the phone.

O ak-ins and Foot-fas- This is a very traditional way oI selling
services and products as the bank has to wait Ior customers to take the
initiative rather than reaching out to them on their own. Many
customers walk in with a query and are thereIore not interested in
listening to various new products that they could be oIIered however
many times walk-ins and IootIalls are a good source as customers may
come to the branch with a mood to buy a product or service an during
this he/she will be in a mood to talk about his/her other needs and
listen to what the bank has to oIIer them.

O Campaigns-Campaigns are one oI the best way oI attracting the target
customers, although campaigns mainly aim at increasing the
awareness level oI customers regarding the products, services oIIered
and their Ieatures they act as major lead generators because people
interested in the products/ services are the ones who are generally
attracted to such campaigns people at the campaigns can take down
contact details oI interested customers and the leads can be passed on
to the branch.

O Direct aiers. Direct mailers can be sent out to almost all customers
with the Ieatures oI the product / service that the bank wants to oIIer
them, however the response is not immediate.

The model identiIies that the customers needs are oI two types-

138
1. Material: The material needs include required quality, required
quantity, reasonable price, quick decision, saIety, and
perIormance as per claim.

2. Emotional: The emotional needs require attention, respect,
politeness, importance, Iollowing up, Iairness

It is important Ior employees to understand these needs oI customers

1HE C&S1OE#S B&YIA P#OCESS

The customers buying process goes through many stages it is not that one
Iine day he gets up Iells he should buy a product and has it the next moment.
The employees need to understand this process in order to interact better
with the customer. The customer buying process is called as the 'REED
model

The process is divided into 4 main stages as Iollows

Reorgani:ation. A customer buying a product or a service is actually
a result oI realization that he/she has a need Ior the same this
realization may be due to various Iactors general or personal. This is
the stage where the customer is ready to listen and search Ior options.
The stage is thus called the Reorgani:ation of need

vauation. Once the customer has realized that he wants to buy a
product or a service he starts to look at the choices and the options
available to him that Iit his budget, needs etc. He then evaluates them
on the basis oI his preIerences. This stage is thus called the evaluation
stage where the customers evaluates the product or service that suits
him.

3 imination. The customer in this stage wants to eliminate all his
doubt regarding the product or the service he is look at as a
considerable option, he would want to clariIy doubts regarding
139
quality, perIormance, credibility, and saIety. This stage is called the
elimination oI doubts stage.

4 Decision. In this stage the sales representative needs to convince the
customer no customer wants to like the decision pending too long and
thereIore aIter a successIul decision the customer buys the product or
service.

Selling depends upon the ability to identiIy the buyers needs. II the need oI
the buyer and the motivation to buy the product is known by the sales
representative selling will be eIIective.

1HE SEIA P#OCESS:

The sales process to is divided into many stages, an eIIective sales
representative knows how to explain his/ her product to the customer.
The stages are as Iollows

Opening. In case the sales representative is visiting the client Ior the
Iirst time or the client is not an existing customer the representative
needs to greet the client, introduce him/her selI and the Bank, and then
only introduce the product and strike a conversation

Deveoping A $ae. The sales person needs to extract as much speciIic
details relating to client`s needs, problems, budget and buying criteria
this would help the representative to decide which product he may
oIIer to the client

3 !roposing A $oution. Once the saes representative has fu
knowedge regarding client`s needs, problems, budget and buying
criteria he can go a ahead and propose various solutions to the client
140
that meet his needs, products and services generally are not tailor
made and thereIore may not have the exact Iitting as required
thereIore the products and services best suited to the client should d be
proposed.

4 iminating Doubts. Since products and services do not Iit exactly
according to needs oI customer, the client would have a Iew doubts
and queries that he would want to clariIy beIore he takes a decision.
The sales representative should be in a position to answer all such
queries. It is important the sales representative has the BPC
knowledge*.

5 Cosing. The sales should only be considered complete when the
client has said yes and gives order and the money. The sales
representative must try and cross sell other products or services only
when the initial deal is complete.

There are 2 selling styles:

1. Push Style: In the push style the seller tries to sell what he Iells the
customer should buy, this is used when the client does not have much
knowledge about the product or service he wants to possess.

2. Pull Style: In the pull style the sales representative identiIies the
customers needs, budget, etc and then sells a suitable product that
matches the customers requirements. This style is used generally
when the client has Iull knowledge oI the Ieatures oI the products he
desires and is Iocused on some critical aspects oI the product or
service .

BPC KAOWEDE

BPC knowledge is basically the knowledge regarding

O BA. Turnover, ProIit, Establishment date, Branches and ATm
network, Services, Tie-ups, Market share, New items, Policies etc
141

O !ROD&CT. Features, BeneIits, Price, SWOT analysis oI the product,
Schemes

O CO!TITOR$. Line oI business, Product range, SWOT analysis oI
the competitor, Prices, Schemes, Network, Market share.

The BPC knowledge helps the sales representatives to be conIident and
creates a good impression on the minds oI the client, also it allows to
answer the clients queries on the spot that helps to build trust in the
product and the bank.

DJA1ES O KAOWIA 1HE SEIA AD 1HE B&YIA
P#OCESS

The sales representative starts to build a relationship with the client when he
visits the client Ior the Iirst time, now at that point oI time the client maybe
in any oI the buying stage. II the sales person is able to identiIy the stage
customer I sin the buying process it would be easy Ior the sales
representative to match it with his eIIorts, his job becomes clear too and he
would then take up an appropriate action in the selling process. Example say
customer is in the process oI eliminating doubts then the sales representative
would Iocus on eliminating doubts and queries rather than introducing the
bank or closing the deal.

142

Ik8IK|

143
Ik8IK|

Over the years ICICI has been Iinding out ways to simpliIy banking Ior the
people at large. Every step to has been taken to insure that the bank is able to
adapt to the ever changing situation in order to serve people best and
maintain the trust that the people have showed, ICICI is the only bank that
allows people to use their services Irom 8 am to 8 pm.

ICICI now take their services one step Iurther and change the present
traditional way oI banking and are sure to bring about a revolution and
proudly introduced their latest service 'BankHome in November last
year. With the present tight working schedule oI people the service would
help people to skip visits to the branch Ior small-small issues. No more
traveling in the extreme weather and waiting in queue. This service helps the
bank to interact with their clients even aIter their working hours without
visiting our branch.

This service that has been authorized to ICICI Bank exclusively by the RBI
has two models to it.

O RSD Service

O Cash On Tap Service

The main aim behind introducing the two services was to make banking
more convenient Ior clients and also try to reduce the Ioot Iall at the branch,
it was estimated a client coming to the branch costs the bank around Rs.54
whereas the client using the BankHome service costs a mere 10-
20Rs.Moreover with the heavy traIIic at the branch the employees are
unable to take out time Ior cross selling and up selling products. However
this service did not taken oII too well.

144

&AD#ES1ADIA 1HE BAKHOE P#OCESS:

BankHome is a unique service that ICIC started in November last year, it
is one oI the Iirst and the only bank to oIIer this service and has been
authorized by RBI Ior the same. ICICI Bank has been working to make
banking simple and Ilexible. The present liIe style oI the people is a hectic
one keeping the customers in mind and their comIort ICICI Bank came up
with Ilexible working hours Irom 8 am to 8 pm.

The Bankhome service allows the customers to use the banking service
without having to visit the branch and wait in long queues. ICICI Bank
understood the paucity oI time oI their customers. The Bank thereIore
introduced their service BankHome that allows customers to use their
service 24x7, so even iI the customers have not been able to take care oI
their issues during the banking hours ICICI is still there to take care oI their
issues.

145

Working:

BankHome has 2 models

O Remote Service Delivery (RSD)

O Cash On Tap (COT)

BankHome (RSD) is a service that has been structured in a simple way,
the bank will be putting up request drop boxes throughout the city, many oI
the banking issues can be handled by this box 24x7.

The customers will have to enroll* with the bank Ior the service (there is no
enrollment Iee), on enrollment they would be given an identiIication
number. Once the customer has got enrolled with the branch he can start
using the service. All that the customers have to do is Iill up the request Iorm
that is available at the request drop boxes. The request Iorm contain various
issues that can be handled by the service and the customers can choose any
one request per Iorm. The request drop boxes are cleared on a daily basis,
and the request reach the respective branches the next day and the
processing Ior the request start. ThereIore eIIectively the bank would only
take a day extra Ior the request to be handled. The processing time however
will be the same Ior the request. Example A customer visiting the branch
with the request Ior a cheque book issue, the processing time Ior which is
5days, the customers may use the BankHome service Ior the same and the
processing time will be 6days.

BankHome (COT) allows its customers to call the phone banking
assistance and ask Ior cash to be delivered to him/her or ask someone to pick
up cash Ior depositing it into his account. Calls made on a working day
between 8 am to 6 pm will be served within the next 2hrs. Calls made aIter 6
pm or on a non working day will be served within 2hrs oI the branch
opening on the next day. Customers however have the option to request the
time oI delivery/pickup oI cash however 2hrs is the minimum time Ior the
bank to serve the request. Incase customer wants to withdraw /deposit cash
through BankHome (RSD) then the cash will only be delivered/picked up
the next working day Irom the day the request has been made.

146
The customer while using the cash on tap service will be asked to provide a
cheque number against which the cash will be delivered. The cehque will be
a selI drawn cheque Ior the amount to be withdrawn. At the same time the
customer will provided with a transaction id over the phone. In order the
receive the cash the cheque number told by the customer over the phone
must match with the cheque presented to the representative also the
transaction id must match.

*(It is not necessary that the customer is enrolled with the BankHome
service to use cash on tap service the representative that the serves the
request will get it Iilled at the time oI picking up or delivering cash)

147
Services Provided

BankHome allows its customers to deal with the Iollowing issues without
having to visit the branch and dropping in request Iorms in the request drop
boxes placed throughout the city.

O Application Ior DD/PO/Funds TransIer
O Cheque book request
O Cash Withdrawal
O Cash Deposit
O FD/RD account leads and renewal
O Bank statement issues
O Account opening leads
O De-mat account opening leads
O ATM/Debit card De-blocking
O ATM/Debit card pin regeneration
O Debit card reissue
O Internet/Mobile banking registration
O Interest CertiIicate request
O Linking Account to existing internet banking id

The services mentioned above are provided under BankHome Remote
delivery service (RSD)

The BankHome Cash On Tap service provide the Iollowing two services

O Cash Withdrawal
O Cash Deposit

P#ICIA:

The BankHome remote service delivery (RSD) model is absolutely Iree oI
cost, there are no extra charges Ior the requests placed under this model i.e.
where customer drops in request in the request drop boxes put up throughout
the city. However all normal processing charges presently applicable on any
148
request will apply. Example II a duplicate statement request at the branch
costs Rs.25, then the request Ior the same through the RSD model will cost
the same.

The BankHome Cash On Tap (COT) that basically deals with the request
oI Cash withdrawal and Cash deposit do charge a Ilat Iee oI Rs.40 incase the
cash is required within 2hrs, cash request aIter 2hrs Irom the request are not
charged, However Ior HNI customers (customers having balance oI more
than 5,00,000 in their account) there are absolutely no charges. The
maximum limit Ior cash withdrawal is Rs.1,00,000 whereas the minimum is
Rs.2,000 incase the customer is not registered with BankHome he may
still use the Cash on Tap service, however he can only withdraw Rs.10,000
on his Iirst request. Depositing cash more than Rs.50,000 would require the
PAN number oI the customer.

Incase customers want to withdraw/deposit cash through BankHome
(RSD) model then the requests served the next working day Irom the day the
request had been made. There will be absolutely no charges Ior the same.
There is no need oI enclosing cheque leaI with the request Iorm, the
representative oI the bank will collect the cheque.

149
Ik8IK||I| I|t||| |||t|t

Customers need to enroll themselves to avail BANKHOME (RSD) service the
enrollment will be done at the branch and is Iree, when enrolled the customers will be
given a enrollment number that they have to use while dropping a request that helps to
identiIy at which branch the request is to be entertained. Customers have to Iill in request
Iorms and drop them in the drop boxes. Only one request per Iorm is allowed
All requests made by customers through BANKHOME (RSD) do not have any extra
charges. Only the normal processing Iee is charged Irom the customer i.e. the charges are
the same when a customer walks into the branch with the same issue.
The request drop boxes are cleared once a day the request reach the respective branches
the next day, thereIore the processing eIIectively starts the next working day. Thus turn
around time Ior the request to be IulIilled is the normal processing time plus one extra
day.

This model oI BANKHOME allow customers to handle small issues without having to
visit the branch, by dropping in request Ior the services* oIIered in the request drop
boxes, that are located through-out the city.
The drop in boxes should be put up at prominent places where they can be utilized to the
maximum example:
-Petrol Pumps -Sopping Centers -Societies
-Restaurants -Super bazaars
- Clubs -ATM`s
150
Ik8IK||kIK 8 Ik|

Cash on tap allows the customers to withdraw/deposit cash by sitting at home. They
can call the phone assistance and ask an executive to pickup or deliver cash at the door
step. The cheque number (selI drawn) needs to be provided against which the cash will
be delivered, customer will be provided with a transaction id over the phone. Both the
cheque number and the transaction id must match Ior a successIul transaction.
It is not necessary that the customers are enrolled Ior Cash on tap BANKHOME
service he can call up the phone assistance and request Ior cash withdrawal/deposit.
The executive handling the transaction will get the customer enrolled at their door
step. However in such cases the amount that can be withdrawn during the Iirst
transaction is Rs.10,000
The maximum amount that can be withdrawn is Rs.1,00,000 and the minimum limit is
Rs.2,000. The bank charges a Ilat Iee oI Rs40 per transaction. However this service is absolutely
Iree Ior HNI customers.
This service is Iast and is processed within 2hrs i.e. the executive is at the door step within
2hrs to deliver/deposit cash, provided that the call has been made between 8am and
6pm.All calls made aIter 6pm or on a non working day will be served within 2hrs oI the
branch opening the very next working days. The customers have the privilege to request
Ior a speciIic time they want the transaction to be served.

151

Allow customers to
withdraw/deposit cash by calling
phone assistance service.
Maximum withdrawal 1,00,000
minimum 2,000

Enrollment not necessary beIore
using the service can enroll at the
time oI transaction but Iirst
transaction maximum limit oI
withdrawal is only 10,000
A Ilat charge oI Rs40 per
transaction, however the service
is Iree Ior HNI customers.
Requests are served within 2hrs
provided call is made between
8am and 6pm. All requests made
aIter 6pm or on a non working
day are served within 2hrs oI the
next working day. Customers
have privilege to request Ior a
speciIic Ior the transaction to
Customers need to provide
cheque number oI a selI drawn
cheque against which transaction
is made. Executives give the
customer a transaction id. Both
need to match Ior a successIul
transaction

BANKHOME-COT
152

Enroll Ior using
BANKHOME-RSD
BANKHOME-RSD
Requests reach respective
branches the next working day
Customer handles issues by
dropping in requests in drop
boxes located though out the
city
No extra charges Ior the service
provided. Normal processing
Iee applicable.
Normal processing time
plus one extra day is the turn
around time Ior the issue to be
served

153

IADIA O&1 1HE W#EAESS O 1HE S#JICES

In order to Iind out the awareness oI the service BankHome a
questionnaire was prepared that locked into various aspects oI the service.
It would help us to study as to what is the Irequency oI Ioot Iall oI various
kinds oI account holders at the branch, what are the major issues Ior which
they visit the branch and actually how Iar is the branch Iorm their home etc.
In the later part oI the questionnaire we kept questions that would motivate
people to enroll Ior the service on the spot, thus the purpose was to check Ior
awareness, educate customers about the service and motivate them to enroll
Ior the same.

The questionnaire had a total oI 9 questions

O 8 closed ended questions
O 1 open ended question

The questionnaire was mainly to target the walk ins at the branch and the
people who already have a bank account with ICICI Bank as otherwise the
service will not make any sense to non account holders.

The method used to Iill the questionnaires was personal interviews at the
branch, when the customers were waiting Ior their turn to be attended by the
executives.

In the research inIormation has been collected Irom 200 customers oI ICICI
bank visiting the connaught place branch to understand the awareness
relating to the service BankHome.

154
||kI| IX|I

The bank at home service is also oIIered to organizations that maintain
salary accounts with ICICI Bank. Keeping into consideration the volume oI
accounts maintained with an organization the charges Ior Cash On Tap are
removed.

A Corporate box is placed in the premises oI the organizations that allow the
employees to take care oI various banking issues without having to visit the
branch thus acting as a time saving mechanism all services provided under
BankHome Remote service delivery and Cash on tap are oIIered to the
organization.

The task given was to reach out to such organizations, talk to the concerned
person and convince them to use these services, putting up a corporate box
would mean reducing Ioot Iall at the branch on a large scale in one shot.

There were 10 organizations that were to be covered, took appointments and
met concerned persons.

We were able to convince the Iollowing organizations to avail our
BankHome service.

BTI-Sita

PEC

Oil India limited

Reliace Industries

IBILT Technologies

Couldn`t get appointments with the Iollowing

Power Links

155
Grant Thronton

Organizations that required a senior oIIicer to visit (provided leads)

TERI

Philips India Ltd

Tata InIotech

156

|Kk|I| 1
k8k|tI|I k8 ||8|8|I

157
O OFT DO YO& 'I$IT T BRAC

0%
55%
5%
0%
Daily
Weekly
Forthnightly
Monthly

Almost 55 respondents visit the branch weekly Iollowed by 25
respondents who visit the branch Iortnightly while only 20 oI the
respondents visit the branch monthly. Large proportion oI the respondents
visit the branch weekly and Iortnightly which is a high Irequency.

158

O FAR I$ YO&R O/OFFIC FRO T
BRAC

5%
5%
5%
5%
0-M
-5 M
5-0M
> 0M

A large percentage oI respondents live Iar Irom their bank branch, 45 are
1-5km away Irom their bank branch, 15 are Iurther 5-10km away whereas
25 have their bank branches more than 10km away Irom their home/oIIice
and still the visits to the branch have a high Irequency. Only 15 oI the
respondents are as close as 0-1km Irom their bank branch.

159
AT AR T AJOR I$$&$ FOR IC
YO& D TO 'I$IT T BRAC

%
5%
%
% 0%
%
%
0% 0%
%
DD/PO/FUNDS
TRANSFER
Cheque book request
Statements
Cheque deposit
FD/RD opening and
renewal
Cash withdrawal
Cash deposit
A/C opening

Since multiple answers were given the highest Irequency oI people visiting
the branch is Ior Cash withdrawal, Cash deposit is next Iavorite in the
answers. This clearly shows that the Cash On Tap service will be highly
useIul to the customers, other issues can be handled easily by the remote
service delivery.
160

O&LD YO& LI TO CARRY O&T ALL T
ABO' TIOD TRA$ACTIO$ FRO T
CO'IC OF YO&R O

00%
0%
YES
NO

All respondents were very happy with the idea that they could take care oI
their banking issues without even having to visit the branch speciIically Ior
cash withdrawal and cash deposit.
161

AR YO& AAR OF O&R $R'IC
BAO

%
%
YES
NO

The pie chart gives us a very clear indication that a very high proportion oI
respondents are not even aware oI the service BankHome. Thus there is a
signiIicant need to promote and educate customers about the service.
162
DID YO& O TAT BAO I$ A FR
$R'IC

%
%
YES
NO

Again the Iigures indicate that a service that is Iree oI cost and still not
known to the existing customers speaks a lot about the promotion and
awareness strategy.

163
AR YO& ROLLD IT &$ FOR A'AILI
BAO

%
%
YES
NO

A high majority oI customers were not enrolled Ior using the BankHome
Iacility 96 respondents to be exact.

164

O&LD YO& LI TO ROLL O

%
%
YES
NO

During the interview high emphasis was given on the advantages oI using
the service and answering all queries, 83 oI the respondents were
convinced by us to enroll Ior the service. The rest 17 respondents were not
very sure as to why the bank is oIIering the service almost Iree oI cost, they
were aIraid oI hidden costs while many explained that they Ieel saIer taking
care oI their banking issues on their own and by meeting the bank executives
in person.

165

|Kk|I|
|8||I|8 k8 |||8kI|8

166
|8||I|8

The study allowed us get answers regarding the service awareness among
people and the problems it Iaces. The key Iindings and analysis oI the survey
shoed the Iollowing

O A large number oI respondents visit the branch Irequently to handle
banking issues even though their bank branch is quiet Iar oI Ior either
their home or oIIice, this shows the keenness oI the customers to visit
the branch Ior almost every small issue. The service Bankhome
does provide an answer to the problem oI the customers.

O The service provided by Bankhome does oIIer the main
requirements oI the customers Ior which they visit the branch

O All the respondents wanted to carry out the banking needs Irom the
convenience oI their home. This means the service caters the banking
needs that customers generally require and its main beneIit oI banking
while sitting at home is desired by one and all, thereby proving that
the service does have the potential usage.

O Only 8 oI the respondents were aware about the service which was
desired by 100 respondents clearly showing that there has been a
Ialter in its promotion and awareness strategies.

O Customers were not aware that the service was a Iree one, this is clear
that almost all the attributes oI the services are Iavorable to the
customers still customers are not using the service and are not even
aware oI it.

O Almost all customers once educated about the service readily enrolled
Ior it whereas a mere portion did not trust the bank and thought that
the bank would have some hidden charges that they are not putting
Iorward

O Many customers who enrolled Ior the Bankhome service would
have problems using it as the drop boxes are not strategically placed
167
many areas do not even have drop box Iacility; ICICI Bank must look
into the policies oI installing the drop box. They should assign it to the
regional oIIice or allow branches to put up boxes where the branch
thinks it would be optimally utilized no matter which area oI the city
as oI now that branches are allowed to put up drop boxes in a radius
which Ialls in close by areas to the branch. A customer who lives
close by to the branch would not use this service whereas customers
who are Iar oI require the service, however the branch cannot provide
them with the Iacility as they cannot install the boxes in that area and
it is the duty oI the local branch oI that area to put up boxes which is
not happening they hardly know where customers oI the other branch
are located.

168
kWk|8|II |I|8

1. Branch: By encouraging people to use our service Iorm the branch
Iirst is very important, the habit needs to change and the branch is the
Iirst place Irom where it should start, by putting up drop boxes at the
branch.

2. I-Kit: The enrollment Iorm Ior the BANKHOME service should
become a part oI the customer I-Kit this will allow us to convey our
service to the customer as he is in the mood to listen also he is aware
oI the service Irom the very Iirst day he opens an account.

3. Queue: Generally due to heavy traIIic at the branch customers have to
wait, executives should take advantage oI this time to explain and
enroll customers Ior BANKHOME as it will make more sense to
them while they are actually waiting.

4. Banners: Banners do catch the eyes oI existing customers Ior sure,
banners must be put up at the ATM`s as people do tend to read things
at the ATM`s

5. ATM Slips: AIter any transaction Irom the ATM customers generally
do take the slips to check balance. The back side oI the slip can
contain inIormation regarding BANKHOME.

6. Call-Centers: While assisting customers, customers are put on hold Ior
some time beIore they get connected to the customer care oIIicer, this
time can be utilized by a voice over to give out relevant inIormation
regarding BANKHOME.

7. Mailers with Statements: BANKHOME inIormation pamphlet and
the enrollment Iorm should be attached with the statements that we
send to the customers on monthly or quarterly through emails or mails
this would also help to save on posting cost.

8. Sms Alerts: Customers who are using mobile banking and customers
whose mobile numbers are available can be sent sms Ior making them
aware about the service BANKHOME.

169
9. Campaigns & Sales Team: All our campaigns and sales team must
give emphasis on BANKHOME as value added service that no
other bank is oIIering.

10. Web-site: Our web site must also give high emphasis on
BANKHOME.

11. Positioning: The bank must consider positioning and mapping
themselves on the mind oI the people that they are customer oriented
and always explore ways to make banking easier Ior its customers.

12. Television Ads: Television Ads Ior BANKHOME will deIinitely
make a diIIerence in the attitude oI the people; however Iinancial part
needs to be considered.

13. News paper ads: News paper ads will allow us to reach out and
educate maximum customers about BANKHOME

14. Posters at the branch: We can use our character 'CHINTAMANI
saying that no more chinta about visiting the branch and standing in
long queues.

15. Awareness On the net: We can give out inIormation regarding
BANKHOME at various popular e-mail sites or even auction sites.

16. Boarding Pass: ICICI can advertise and educate customers by
explaining about bank at home by advertising on boarding pass that
are given to passengers at the air port.

17. Radio ads: These days radio is one oI the best medium to advertise
and has a high impact on listeners, the bank could consider advertising
the services oI bank at home on the various Irequencies available on
the radio.

18. Delhi-Metro: Delhi metro stations is another place were
advertisements can be put up a large number oI people travel by the
Delhi metro as its connectivity increases more eyes will land on the
ads.

170
|88tkI|t| |I|8k| IIkI||||I

1. Money Back Contest: This contest will be a monthly contest Ior our
non-HNI customers who are using Cash On Tap service. The
customer with the most number oI transactions through Cash On Tap
in a single month will not be charged Ior the same i.e. the delivery
charges oI Rs40 will be credited back into his/her account. The more
you use the more you get back.

2. Movie Tickets: A yearly contest Ior our HNI customers who use Cash
On Tap, the customer with the most number oI transaction through
Cash On Tap will be given an option to choose Irom either 2movie
tickets or a year Iree news paper subscription.

3. RSD &p-grade: This will be an upgrading strategy especially Ior our
customers who use Remote Service Delivery services. A customer
making 8 requests in a month through Remote Service Delivery will
be given a Iree coupon to avail one Iree transaction through Cash On
Tap. This would help us promote both our models oI
BANKHOME.

4. Point Gather Scheme: This scheme can be used in 2 ways, Iirstly Ior
our non HNI customers who use Cash On Tap, whenever they use our
service they get 2 points Ior availing the service, when they collect
500 points they are eligible Ior 3 unique giIt items Irom which they
can choose any 1or they can wait and collect 1000 points to avail
better giIts. Secondly iI we look at BANKHOME as way to migrate
our customers to this channel we can apply this scheme to both Cash
On Tap (HNI and Non-HNI customers) and Remote Service Delivery.

5. Lucky One: Customers using Cash On Tap and Remote Service
Delivery oI BANKHOME, Ior Cash On Tap one lucky customer
everyday will not be charged Ior the service. Customers using Remote
171
Service Delivery will be given 2 Iree coupons to avail Cash On Tap
without any charges.

6. Early Bird: The very Iirst request through Cash On Tap every day can
be kept Iree Ior the customers.

7. 4:2 Advantage: This will be another strategy to promote both our
models oI BANKHOME customers using Remote service delivery
at least 4times and Cash On Tap at least 2times in a month will be
given an option to choose Irom our exciting prizes like movie tickets,
Iree coupons, etc.

172

||I| |k|K||I | Ik8IK|

173

174
The main aim oI making a pamphlet Ior bank at home was to have a
handout that the customers can carry, the pamphlet was small in size but an
attractive one stating all the necessary details to avail the service. It gives all
necessary details oI both the models oI BankHome i.e. Remote service
delivery and Cash on tap

The pamphlet is a single leaIlet with no Iolds having the details oI the
service on the back side whereas the Iront side is merely to attract the
attention oI customers. The pamphlet is speciIically in a house shape leaIlet
that actually brings out the main emphasis oI the service.

175

||zsss I1 |1slz|| r1; I1rss

1. ATM`s: ATM`s are easy to Iind in any area oI the city and thereIore it
makes sense to put the request drop boxes at our ATM`s

2. Petrol Pumps: Prominent Petrol pumps are a good place to have our
request drop boxes, people do visit petrol pumps and the box will
deIinitely catch the eye oI our customers. Moreover we have our tie-
up with HP we can think oI putting up boxes at the HP petrol pumps.

3. Clubs: Having our drop boxes at clubs oI various localities will allow
our service to reach out to people easily. People oI all age groups visit
the clubs Ior some activity or the other.

4. Societies: Our boxes should be placed at the society oIIice oI various
colonies; people visit the societies regularly and are well aware oI the
locations oI the same.

5. Prominent Places: Such as restaurants, Iast Iood joints, shopping
malls, super bazaars, card shops, cinema halls, are places which are
visited regularly by people Irom various localities oI the city,
thereIore this will help us reach out more people.

6. Near OIIices: We should look out Ior people that work in an
organization which does not have a salary account with ICICI but
employees do have accounts with us and put our request boxes near
their oIIices or outside their oIIice. This will allow us to extend our
relationship with the organization

7. Branch: Setting up request drop in boxes at the branch and
encouraging people to use the same Ior the issues that can be served
through BANKHOME will allow people to be aware oI this service,
recognize the box and avoid their own inconvenience oI coming all
the way to the branch.

176

8. Mother Dairy Booths: People do visit the mother dairy booths very
regularly almost daily, our drop boxes at the mother dairy booth will
help us to make our drop in boxes more recognizable as well as
increase its utility.

9. District Parks: II possible our drop boxes should be located near the
entrances oI district parks, people tend to go Ior their morning and
evening walks and exercises.

10. Temples: Drop boxes near the temples can allow customers to locate
our drop boxes easily and use them.

11. Delhi Metro: The Delhi metro station would be a nice place to put up
the drop boxes as a large number oI people now commute through it.

177
I|||II|8I

1. Knowledge: All bank oIIicials and the call center customer care
executives must have Iull knowledge about all issues oI
BANKHOME, dummy calls to the call center revealed that the
customer care executives are conIused about various issues.

2. Quick Action: Customers who have enrolled must be sent a mailer
regarding location oI request boxes located near their residence as
soon as possible so that the enthusiasm remains with the customer he
would be not willing to utilize the concept iI bank does not show
interest Ior the same.

3. Pamphlets: Pamphlets oI BANKHOME must be given to customers
as and when they start a relationship with the bank that allows them
the privilege to use the same.

4. Credit Card: Credit card queries at the branch are too many;
BANKHOME must extend some service Ior the credit cards that
will allow the Ioot Iall to decrease. Maybe the service can be extended
to gold card users.

5. 'Hum Hai Na Boxes: We should call the request drop boxes 'Hum
Hain Na boxes, this will slip well on the customers tongue and goes
with the punch line too.

6. The Policy: The ICICI regional oIIice must consider their policy oI
putting up boxes. At present the Branch looks aIter the task oI putting
up boxes in its locality. It is important here to understand that the
service is more beneIicial Ior people who live Iar Irom their bank
branch, however the branch serving them has no authority to put up
boxes in that locality, Ior example many oI our respondents who
enrolled Ior BankHome were putting up at Dwarka however there
are no drop boxes at Dwarka. Another noticeable thing that is evident
was that many important areas have no drop boxes, or even iI they are
they are Iar Irom the actual locality Ior example the request drop box
at Vasant Vihar is placed at Qutab institutional area. The branches
should be either given the authority to put up boxes in other areas oI
their interest or the regional oIIice should take up the task oI putting
178

up the boxes. Since the boxes have not been put up at all places around
Delhi the customer is unable to recognize them

Places mentioned below have no drop boxes

Soth-extention
Greater Kailash-1
Greater Kailash-2
R.K.Puram
DeIense Colony
Green Park
Pancheel Park
Chitranjan Park
Anand Niketan
Shanti Niketan
Munirka
SaIdurjung Enclave
Subrotu Park
Jorh Bagh
Khan Market
GolI-Links
Lodhi Colony
Vasant Vihar
Kailash colony
Niti Bagh

179

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