EASE
8.0 & 9 - Reform Agenda: Digital /
AI Transformation & Global Competitiveness in Public Sector Banks
The EASE Reforms, governed by the EASE
Steering Committee of the Indian Bank's Association, are now a well-established
framework in all Public Sector Banks (PSBs). From EASE 1.0 to
the current EASE 7.0, the reforms have brought a transformative
shift, focusing on digital customer experience, analytics-driven business
strategies, technology-enabled capability building, and enhanced HR operations.
The annual EASE Awards event continues to recognise
exceptional performances in implementing the reform agenda.
The Government of India has launched EASE
8.0 (Enhanced Access and Service Excellence) as the latest phase of
reforms to strengthen Public Sector Banks (PSBs) through
digital transformation, improved risk management, and enhanced customer
service.
- The EASE
Reform Agenda is finalised on yearly basis at the start of each
financial year (FY), under the guidance of EASE Steering Committee
of member PSBs under the aegis of Indian Banks’
Association.
About EASE 8.0
- EASE₹ise/ The
EASE 8.0 reform agenda focuses on Gen-AI and Agentic AI adoption,
inclusive banking, sustainability, improved customer experience, and
operational efficiency to make Public Sector Banks agile, future-ready,
and customer-centric.
|
What is EASE (Enhanced Access and
Service Excellence)?
|
Major Initiatives introduced in EASE 8.0
- Governance:
- Inclusive
Governance Framework to ensure Divyangjan’s representation in
Customer Service Committees, Grievance Redressal Cell, and setting
up a dedicated Accessibility Cell having Accessibility employees
- Dedicated outbound
sales team governance structures
- Enhanced
Learning and Development governance
- Environmental,
Social and Governance Scorecard integration and
dedicated Customer Retention Squad governance framework
- Artificial
Intelligence roadmaps and leveraging its use
cases for operational efficiency
- Customer
Service:
- Specifically designed
asset and liability products for Gig/platform workers, Youth,
Women and Startups
- Multilingual
Customer service in Regional Languages
(Digital Channels and Service forms)
- Enhanced
Mobile-App capabilities for Retail
and Micro, Small & Medium Enterprises (MSMEs) customers
- Asset
and Liability digital assisted journey for
customer onboarding
- Virtual
Relationship Managers for identified
customers
- End-to-end
digital journeys for trade finance
solutions
- Self-service
touch points for Divyangjans
- Digital
Lending:
- Digital
journeys for Retail, MSME and Agri-loan
products.
- Digital
assisted framework for customer
convenience
- Integrating
advanced capabilities in loan management
system for MSME underwriting
- Integration
with Account Aggregator ecosystem
- Automatic
credit appraisal generation capabilities and
use of analytics/AI in underwriting
- Risk
Management:
- Focus
on Expected Credit Loss models
- Digital
portal/platforms for monitoring of Operational Risks taxonomy and
Early Warning Signals
- Fraud
prevention and Anti-Money Laundering checks in
the existing as well as new bank customers’ onboarding journey
- Enhanced
models for mule account identification and enhanced
customer due diligence
- Technology
Modernisation and resilience of IT
Applications by setting up Resiliency Operation Centre and efficient
third-party risk management
- Digital
forensic readiness for cyber incidents
- App/platform/portal-based
recovery and collection monitoring
mechanisms
Various
Stages of EASE Reforms
|
EASE |
Key Features of Various EASE Versions |
|
EASE
1.0 |
Focused
on improving transparency and efficiency in resolving Non-Performing
Assets (NPAs) and strengthening overall performance of Public Sector
Banks (PSBs). |
|
EASE 2.0 |
Built on EASE 1.0 with reforms across six
themes:
|
|
EASE
3.0 |
|
|
EASE 4.0 |
|
|
EASE
5.0 |
Emphasised
new-age digital capabilities and inclusive banking. Focus
areas include:
|
|
EASE 6.0 |
Focus Areas Include:
|
|
EASE
7.0 |
Focus
Areas Include:
|
Achievements
of EASE Reforms
As per RBI’s provisional data, as on
December 2025, below are key highlights that illustrate the
significant impact witnessed by PSBs through EASE Reforms:
- Record
profitability turnaround: During FY2024-25, all
PSBs were profit making with the highest ever aggregate net profit of
₹1.78 lakh crore, as against the loss of ₹85,371 crore reported
by PSBs in FY2017-18.
- Further,
the net profit of PSBs during the first nine months of FY2025-26 was
₹1.46 lakh crore.
- Sharp
decline in Gross NPA ratio: Gross NPA
ratio of PSBs have declined to a fresh low of 2.10% (₹2.54 lakh
crore) in Dec-25 from 4.97% (₹2.79 lakh crore) in Mar-15, and from a peak
of 14.58% (₹8.96 lakh crore) in Mar-18.
- Improved
Capital to Risk- weighted Assets Ratio (CRAR): Capital
adequacy has improved significantly with Capital to Risk- weighted Assets
Ratio (CRAR) of PSBs improving by 401 bps to reach 15.46% in Dec-25 from
11.45% in Mar-15.
- Exit
from RBI’s PCA framework : During FY2024-25,
no PSB was under RBI’s Prompt Corrective Action (PCA) as against FY2017-18
where 11 PSBs out of 21 were under PCA.
- Expansion
of end-to-end digital journeys: In
FY2024-25, all PSBs have digital journeys across Retail, Agriculture and
MSME sectors, while no such journeys were offered in FY2017-18.
Limitations
- Persistent
Asset Quality Concerns: Despite
improvements, Non-Performing Assets (NPAs) remain a challenge in some
Public Sector Banks due to legacy stressed assets and sectoral risks.
- Slow
Implementation Across Banks: The pace of
reforms and adoption of new initiatives has varied across PSBs,
leading to uneven outcomes.
- Digital
Infrastructure Gaps: Although digital
banking has expanded, cybersecurity risks, digital literacy
issues, and infrastructure gaps still affect effective
implementation.
- Human
Resource Constraints: PSBs continue to
face skill gaps, limited autonomy, and slower decision-making compared
to private sector banks.
Way Forward
- Cybersecurity
and fraud risk management: PSBs should
enhance cyber resilience through real-time fraud monitoring and stronger
authentication.
- Capability
building and HR reforms: PSBs should
invest in role-based training and performance-linked HR systems to
support digital banking and risk management
- Shared
PSB digital utilities: PSBs should expand
common platforms and shared services to reduce costs and improve delivery.
- Source:
Physics Wallah only IAS -Visit
PW - EASE
8.0 Reform Agenda: Digital
- AI/ML-led
credit underwriting
- Automated
credit appraisal note generation
- Cash-flow–based
lending
- Dynamic
risk-based pricing
- Portfolio-wide
risk segmentation using traditional +
alternative data
- AI/ML-powered
fraud detection
- Real-time
scoring
- Mule
account detection
- Enterprise-wide
operational risk management
- Digital
platforms with automated triggers
- Dashboard-based
oversight
- Core
AI stacks
- LLM
licensing
- GPU
strategy
- Private
cloud deployment
- Active-active
data centre models for resilience
- Microservices-based,
API-first, cloud-ready architecture
- Enterprise-wide
consent management
- Data
tokenisation and anonymisation at scale
- PSBs
to implement a GCC strategy by FY27
- SBI
to lead, having already set up the first PSB GCC
- GCCs
to support:
- IT
& engineering
- Risk
& compliance
- Cybersecurity
- Data
analytics
- Core
platform development
- Banks
to combine strengths to offer:
- Blockchain-based
solutions
- Advanced
risk assessment models
- Fraud
detection systems
- Deepening
inclusive banking
- Expanding
digital access
- Strengthening
customer-centric delivery
- Positions
PSBs to compete with global banks
- Prepares
India’s banking system for AI-led financial ecosystems
- Strengthens
resilience against fraud and cyber threats
- Supports
the Viksit Bharat @2047 vision
- Enhances
customer trust through secure data practices
- Enables scalable, efficient, and innovative banking
⭐
EASE 9.0 Reform Agenda
(Based on Economic Times, Drishti IAS,
and Fortune India analyses)
EASE 9.0 represents the FY27 reform blueprint
for Public Sector Banks (PSBs), designed to make them globally competitive,
AI‑driven, and aligned with Viksit Bharat @2047. It
significantly expands the technology, risk, and operational transformation
that began with EASE 1.0 in 2018–19.
🚀
1. Core Themes of EASE 9.0
🛡️
A. Risk & Resilience
🤖
B. Innovation & Technology Modernisation
🌐
C. GCC (Global Capability Centre) Strategy
🤝
D. Collaborative Banking Solutions
🌱
E. Socio-economic Impact & Inclusion
🧭
2. How EASE 9.0 Fits into the Evolution of EASE Reforms
Below is a structured comparison showing how
EASE 9.0 builds on earlier versions.
📊
Comparison: EASE 1.0 to EASE 9.0
|
Version |
Year |
Core Focus |
Key Innovations |
How EASE 9.0 Builds on It |
|
EASE 1.0 |
FY19 |
Clean & Smart Banking |
PSB Manthan, basic digitization |
9.0 moves from digitization →
AI-native banking |
|
EASE 2.0 |
FY20 |
Customer Responsiveness |
Doorstep banking, CRM |
9.0 adds AI-driven customer
insights |
|
EASE 3.0 |
FY21 |
Smart, Tech-enabled Banking |
Digital onboarding, analytics |
9.0 introduces enterprise-wide AI
stacks |
|
EASE 4.0 |
FY22 |
24×7 Banking |
Neo-banking features |
9.0 shifts to cloud-ready,
microservices architecture |
|
EASE 5.0 |
FY23 |
Data-driven Banking |
Data lakes, analytics |
9.0 adds tokenisation +
anonymisation for safe data use |
|
EASE 6.0 |
FY24 |
Tech-enabled Credit |
Cash-flow lending |
9.0 automates credit appraisal
using GenAI |
|
EASE 7.0 |
FY25 |
Customer-first Banking |
Personalised journeys |
9.0 enhances with AI-led
risk-based pricing |
|
EASE 8.0 |
FY26 |
Digital Transformation |
End-to-end digital processes |
9.0 introduces GCC strategy +
active-active DC models |
|
EASE 9.0 |
FY27 |
Global Competitiveness |
AI stacks, GCCs, blockchain, advanced
risk |
Culmination of all previous reforms
into globally benchmarked PSBs |
🎯
3. What Makes EASE 9.0 Distinct?
🔹
1. First EASE edition to mandate AI stacks across PSBs
Not just analytics—full AI infrastructure,
including LLM licensing and GPU strategy.
🔹
2. Introduction of GCC Strategy
A major structural shift: PSBs will operate like
global banks with in-house capability centres.
🔹
3. Enterprise-wide data governance
Tokenisation, anonymisation, and consent management
at scale.
🔹
4. Active-active data centres
A global best practice for resilience and uptime.
🔹
5. Blockchain-enabled collaborative solutions
A step beyond traditional digitisation.
🧠
4. Why EASE 9.0 Matters for India’s Banking Future
- Credit
appraisal, risk scoring, fraud detection, and customer insights will
increasingly rely on AI/ML and GenAI.
- Bankers
must build comfort with AI‑assisted decision-making, not just
traditional judgment.
- PSBs
will operate Global Capability Centres (GCCs) for IT, analytics,
cybersecurity, and engineering.
- This
reduces dependence on vendors and builds in‑house expertise.
- Expect
real-time dashboards, automated alerts, and integrated risk
platforms.
- Operational
risk, cyber risk, and fraud risk will be monitored through enterprise-wide
systems.
- Movement
toward microservices, API-first, cloud-ready
systems.
- Legacy
systems will gradually be replaced or wrapped with modern layers.
- AI-driven
segmentation and journey mapping will shape product design.
- Banks
must deliver 24×7, frictionless, digital-first experiences.
- Curriculum
should include:
- AI
in credit underwriting
- Data
governance
- Cybersecurity
fundamentals
- Cloud
and API ecosystems
- Traditional
rote learning on processes is insufficient.
- Emphasis
should be on:
- Analytical
thinking
- Risk
interpretation
- Digital
transformation frameworks
- EASE
1.0 → 9.0 offers a real-world
transformation journey.
- Educators
can use it to teach:
- Public
sector reform
- Technology
adoption
- Change
management
- Training
should prepare students for:
- Data
engineering
- Cybersecurity
- AI
model governance
- Digital
product management
- It
positions PSBs as globally competitive institutions, not just
domestic players.
- Tokenisation,
anonymisation, and consent management reflect India’s push for:
- Data
privacy
- Secure
digital ecosystems
- Responsible
AI
- In-house
capability centres reduce:
- Vendor
concentration risk
- Cybersecurity
exposure
- Technology
dependency
- Better
underwriting reduces NPAs.
- Real-time
fraud detection protects the financial system.
- Blockchain-based
platforms
- Shared
fraud registries
- Inter-bank
risk models These create sector-wide resilience.
🏦
Key Takeaways for Bankers (Operational & Strategic)
🚀
1. AI‑Native Banking Becomes the New Normal
🧩
2. GCCs Will Reshape Internal Capabilities
🛡️
3. Risk Management Gets Fully Digitised
🌐
4. Architecture Modernisation Is Non‑Negotiable
👥
5. Customer Experience Will Be Hyper‑Personalised
🎓
Key Takeaways for Educators (Training, Curriculum, Capacity Building)
📘
1. Banking Education Must Integrate AI & Data Literacy
🧠
2. Shift from Process-Based to Insight-Based Learning
🏛️
3. Case Studies on EASE Evolution Are Essential
🎯
4. Skill Development Must Align with GCC Roles
🏛️
Key Takeaways for Policymakers (Governance, Regulation, National Strategy)
🏗️
1. EASE 9.0 Aligns PSBs with Viksit Bharat @2047
🔐
2. Stronger Data Governance Is Now a National Priority
🧭
3. GCC Strategy Reduces Systemic Vulnerability
📊
4. AI-Driven Credit & Risk Models Support Financial Stability
🌍
5. Collaborative Banking Solutions Strengthen National Infrastructure
🔎
Public sector banks will roll out a
global capability centre (GCC) strategy in FY27 and prepare a
capacity-building roadmap. State Bank of India (SBI), which set up the first
GCC among state-run lenders earlier this year, will take the lead, said people
familiar with the developments. Banks are also expected to assess
active-active data centre models for inclusion in their five-year business
plans.
"Some
of these initiatives will be pursued as part of the latest reforms agenda.
Banks will also look at combining strengths to offer complete banking
solutions, including blockchain technology, advanced risk assessment and fraud
detection models," said a bank executive. Under the EASE 9.0 reforms
agenda, lenders will also develop core AI stacks, including LLM licensing, GPU
strategies and private cloud model deployment. In January, SBI said its GCC
will serve as a single point of contact, offering end-to-end banking solutions
to GCCs operating in Karnataka. The Enhanced Access and Service Excellence
(EASE) reforms-steered by the Department of Financial Services (DFS)-are
designed to modernise state-run lenders through governance, technology and
risk-management upgrades.
"Some
of these initiatives were also discussed during PSB Manthan held last year.
The idea is to prepare PSBs to leverage technology and improve productivity
and scale through new business models," said another bank executive.
Under Ease 9.0 PSBs will further build up enterprise-wide consent management
capabilities, and at-scale data tokenisation and anonymisation to enable
continuity of banks usage of data for business or strategic purposes.
According
to a report by Quess Corp, India's banking, financial services and insurance
(BFSI) GCCs are projected to grow to $125 billion by 2032. The report notes
that 185-190 BFSI GCCs operate across India, employing approximately 540,000
professionals and representing 25% of all GCC employees in the country.
(Economic Times: Article by By Dheeraj Tiwari , ET Bureau Last Updated:
Mar 02, 2026, 11:58:00 PM IST)
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