DOP CBS eKYC Operations SOP (Standard Operating Procedure)

Standard Operating Procedure (SOP) for CBS eKYC Operations (Phase-I)

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The Department of Posts has introduced Aadhaar-based electronic Know Your Customer (eKYC) operations in a phased manner to promote paperless transactions. This document outlines the Standard Operating Procedure (SoP) for Phase-I implementation.

1. Introduction

The eKYC initiative is designed to simplify processes, reduce paperwork, and enhance efficiency. In Phase-I, eKYC will be available for:

• POSA (Post Office Savings Account) operations at Departmental Post Office counters.
• Onboarding of new customers, converting existing customers to eKYC, updating KYC details, and conducting transactions through Aadhaar authentication.

Future phases will include other schemes, joint accounts, e-Banking, M-Banking, and more.

2. Procedure for eKYC Operations

A. eKYC CIF Creation

(1) New eKYC CIF Creation:

1. Customer Interaction: The Postal Assistant (PA) explains the eKYC process and obtains the SB-eKYC-1 Consent Form and Account Opening Form (AOF).
2. Customer Information System (CIF): The PA accesses the ECCRC menu in Finacle to create a new CIF using the customer's Aadhaar, PAN, and mobile number.
3. Biometric Authentication: The customer's biometric data is authenticated with UIDAI, and demographic details are auto-populated.
4. Data Verification: If data discrepancies arise (e.g., missing Date of Birth), customers are advised to update their Aadhaar before proceeding.
5. Completion: Once authenticated, the CIF is verified, and the process concludes.

(2) Conversion of Existing Customers to eKYC:

• Customers with existing accounts can opt for Aadhaar-based operations by performing reKYC.
• The process involves updating the CIF through ECCRC with biometric authentication.

(3) Modification of eKYC CIF:

• Updates such as DBT mandates, PAN submission, and changes to demographic details are made through the ECMRC menu. Changes are authenticated biometrically.

B. PO Savings Account Operations

(1) Account Opening:

• eKYC customers can open single-type savings accounts using Aadhaar authentication.
• The system auto-verifies and records the details. Supervisors attest and hand over passbooks to customers.

(2) Account Modification:

• Changes to account details require Aadhaar authentication. For non-eKYC accounts, existing paper-based processes continue.

(3) Deposits and Withdrawals:

• Biometric authentication is mandatory for transactions up to ₹5,000, with a monthly cap of ₹50,000.
• Paper-based processes apply for higher amounts.

(4) Fund Transfers:

• Aadhaar-based transfers are enabled for eKYC accounts up to ₹5,000. Larger transactions follow existing procedures.

3. General Instructions

• Consent Forms: All SB-eKYC-1 forms are sent to CBS-CPC for archiving.
• DBT Mandates: Retained in post offices for two years and archived for five more.
• Scanned Records: Photos and signatures linked to CIFs in Finacle for seamless processing.

4. Accounting & Auditing

• No changes in accounting procedures.
• A dedicated report for Aadhaar-based transactions is generated for monitoring.

Conclusion

The implementation of eKYC in POSA operations marks a significant step towards digital transformation. By leveraging Aadhaar-based authentication, the Department of Posts aims to ensure seamless, secure, and efficient customer experiences.

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