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TO ALL MEMBERSCIRCULAR NO.14/2017 DATE:30/03/2017

Dear Member,

THE FINACLE MUDDLE – MEMORANDUM SUBMITTED TO MANAGING DIRECTOR & CEO

We invite your attention towards our earlier Circular No. 12/2017 dated 14/03/2017 wherein we had communicated the details of our meeting with the Managing Director and handing over to him a letter. Despite more than around a fortnight’s passage, our members have not found any perceptible change in the field, with the Service Integrator (SI) appearing callous as ever before. There appears no change in the functioning of the Help Desk and the officers in Finacle Branches have not been getting any respite for unduly long period after request or mail to the effect.

We have been receiving a lot of negative feedback about the series of problems faced by members, the restive state of mind of the officers/staff due to long hours of work continuously ever since the migration, incomplete state of work every day, inability to respond to the customers’ needs and so on. Fights at the counter, insults and abuses at officers including Branch Managers and also the customer complaints have been unabated. The most alarming phenomenon is the quiet exit of the customers who are fed up with the endless delay in routine banking services right from printing of passbooks to closing of accounts.

In this backdrop, the President and General Secretary met the Managing Director & CEO today again. The General Manager and Deputy General Manager, ITD were also called to join the discussions. We have placed before the MD the sorry state of affairs of the migrated branches, customer disenchantment and the woes of the officers and staff. We also requested him to defer the migration scheduled in the month of April in view of the year end work, audit and simultaneous trainings, all of which are likely to disrupt the branch works.

Though there was no positive response for deferring the migration (in view of the strict time line set by RBI to comply with the total migration and the possible heavy penalty in case of a failure), the following issues were agreed to be carried out:

a. Provision for a stand - alone computer node in all Finacle Branches for viewing the accounts, live, of non- Finacle Branches (without any entry/passing powers) and vice versa.

b. A high level discussion with M/s. Wipro by Top Management to hasten the process of setting the things right.

c. A direction to ITD to immediately collect information from all Finacle Branches where new printer supply/printer configurations (and other hardware) are pending.

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We will pursue these issues in right earnest. We will also keep you updated about further steps taken by the Central Office to reduce the hardships. The copy of the Memorandum submitted to MD is furnished herewith as attachment.

It may further be noted that all the Zonal Secretaries (where Branches have migrated to Finacle) have been advised to submit a similar Memorandum to the Zonal Heads, requesting their intervention in mitigating the hardships faced by the Branches.

With Greetings,

[SATISH SHETTY] GENERAL SECRETARY

Please note this Circular will not be sent in hard copy.

MEMORANDUM SUBMITTED TO THE MANAGING DIRECTOR AND CEO, CORPORATION BANK, HEAD OFFICE, MANGALURU

Respected Sir,

1. The Bank has embarked upon an ambitious plan for migration of the Bank’s CBS platform from the present COBOL based software to Finacle CBS. Around 325 Branches have either been migrated or are operating (from the day of opening) from August, 2016 to date.

2. A lot of problems are being faced by the Branches/offices wherever the migration has taken place. We had submitted a letter to you in detail pointing out various issues/deficiencies in the process vide CO/201/050/2017 dated 14/03/2017 and also had an elaborate discussion on the urgency needed to set the things right.

3. Unfortunately, it appears, neither the service provider (System Integrator, SI for short), M/s. Wipro nor the Top Management appears to be perturbed or disturbed about the ground level difficulties faced by the Bank, the depth of the harrowing experiences, the officers and staff are encountering in the day to day operations in Branches and the quiet and voluminous business loss, the Bank is suffering because of most sub-standard banking services, the Finacle Branches are forced to render today – unheard in the history of the Bank ever in the past. The unreconciled state of certain transactions in huge volumes is going to threaten the health of the Bank towards which no authority in the Bank appears to be bothered about (as it appears to us based on the field level feedback).

4. Fundamentally, the SI has miserably failed to provide a hassle free and fool proof migration. In equal measure, there appears no seriousness on their part to make amends on any of the issues raised. Unassailable reality is, the Bank has not been able to gather its wits and force M/s. Wipro – deliver and deliver as required by the Bank.

5. All these have left the officers in the migrated branches into a helpless, frustrated and dejected state leading to agitated and rebellious minds unable to withstand the

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humiliation and abuse in the hands of the customers. Absence of response from both the SI and administration has destroyed the appetite to work and entertain the customers.

6. In this background, we from Corporation Bank Officers’ Organisation, wish to submit before you as herebelow:

a. The migration of the Branches scheduled in the month of April, 2017 shall be postponed.

b. M/s.Wipro must be involved in a serious discussion at the highest level to find out and implement a thorough rectification process – of all and sundry problems right from the first Branch migrated in August, 2016 to the last batch in March, 2017. All system, software, assistance problems shall be completely solved to the satisfaction of the Bank and the officers. Wipro Help Desk, Problem Resolution and Escalation Mechanism, Hand Holding Support- all and sundry must be streamlined without any let up. All these shall be documented to enforce implementation discipline with the SI.

c. Bank shall solve all infrastructure problems like the provision of upgraded version of PCS, sufficient supply in number thereto, configuration of relevant printers, Kiosks, ATMs etc. and provision of requisite bandwidth. Petty financial bargains shall not come in the way in this process as the present lacuna is proving very costly for the Bank in terms of reputation, business loss and negative publicity– much more than the costs of better infrastructure.

d. A system of frequent and periodical video conferencing among the Branches, ITD, PMO and Wipro shall be introduced to monitor the progress of rectification, problems encountered and future migration.

e. The training system shall be overhauled immediately. The make-believe training of three to four days, totally discounted by the participants, shall be disbanded forthwith and quality training of a minimum of 15 days to the Branch staff (future migration) and a month for the ZCC officials shall be provided.

f. Regular discussion on issues relating to migration, programming, customization and the like shall be shared between the PMO officials who shall be totally kept out of Help Desk functions – the responsibility of Wipro.

We hope, you will respond to this without further loss of time as the present adverse impact of migration on the Bank’s business has been phenomenal.

[SATISH SHETTY] [EKANATH BALIGA] GENERAL SECRETARY PRESIDENTMangalore30/03/2017