Central Bank of India Management Discussions.

Part a: Economic outlook

The world economy is impacted due to outbreak of the COVID-19 that created serious health hazard across many countries.

To protect lives and ensure health safety, many countries chose to have unprecedented prolonged lockdowns. The global growth for the year 2020 is thus expected to contract significantly. Much of the global growth recovery could depend on the course of the pandemic, efforts and outcome of the controlling measures, possible vaccine, other treatments, etc. The International Monetary Fund (IMF) in June 2020, projected global economy to contract by 4.9% in 2020. While the IMF projected ADVANCEd economies to de-grow by 8.0% in 2020; for emerging markets and developing economies it projected a negative growth to the extent of 3.0% in 2020. (IMF, June 2020).

US real GDP increased by 2.3% in 2019 vis-a-vis 2.9% in 2018. Main growth drivers were government spending, personal consumption expenditure, non-residential fixed investment, etc. While exports expanded, the imports witnessed contraction in 2019. As per the 3rd estimate (25th June 2020), the Real GDP of US in March 2020 quarter decreased at an annual rate of 5% vis-a-vis an increase of 2.1% in December 2020. The March 2020 quarter GDP reflected the impact of COVID-19 on US economy. Inflation in the US softened in May 2020 further due to subdued demand. The demand for US 10-year Government bonds increased due to safe heaven investment that led to yields to come down less than 1% in later parts of March 2020. The IMF in June 2020, projected US real GDP to de-grow by 8.0% in 2020.

Euro Area has faced a rapidly deteriorating economic outlook. The real GDP of Euro Area moderated to 1.3% in 2019 from 1.9% in 2018. The industrial production contracted by 28% YoY in Euro Area in April 2020 as member states introduced COVID-19 containment measures. The PMI for manufacturing and service remained in contraction zone in May 2020. The quarterly GDP data showed that Euro Area GDP contracted by 3.1% YoY in March 2020 as compared to 1% growth YoY in December 2019. Euro Area inflation continued to soften and came in at 0.1% YoY in May 2020 vis-a-vis 0.3% YoY in April 2020. The European Central Bank further decided to ease the conditions of "targeted long-term refinancing operations" and launch a "pandemic emergency longer-term refinancing operations" to improve funding and liquidity in the economy. The IMF in June 2020 projected Euro Area economy to contract by 10.2% in 2020.

Japans GDP contracted in March 2020, driven largely by contraction in exports, household consumption, private investment, etc. With this Japan entered into a technical recession as its GDP contracted even in December 2019 quarter. Consumer price index of Japan was up by 0.1% in May 2020. Manufacturing PMI remained in contraction in May 2020. The IMF in June 2020 projected Japans growth to contract by 5.8% in 2020.

Among the emerging economies, Chinese economy contracted in March 2020, first time in several years. However, the monthly data indicated that Chinese value-added industrial output increased by 4.4% YoY in May 2020 vis-a-vis 3.9% in April 2020. On the other hand, retail sales declined by 2.8% in May 2020. As per IMF June 2020 projection, Chinas economy is projected to grow by 1.0% in 2020 from 6.1% in 2019.

In the domestic front, as per the provisional estimates, real GDP growth of India for the financial year 2019-20 moderated to 4.2% as compared to real GDP growth of 6.1% (RE) in 2018-19. Gross value added grew at a rate of 3.9% in 2019-20 as compared to 6% in 2018-19. Private final consumption expenditure grew by 5.3% in 2019-20 vis-a-vis 7.2% in 2018-19. Government final consumption expenditure had a double digit growth of 11.8% in 2019-20 as compared to 10.1% in 2018-19. Gross fixed capital formation contracted by 2.8% in 2019-20 as compared to a positive growth of 9.8% in 2018-19. The agriculture sector expanded by 4% in 2019-20 against 2.4% growth registered in 2018-19. Mining and quarrying industry grew by 3.1% in 2019-20. Manufacturing had a growth of 0.03% in 2019-20. Construction sector grew by 1.3% in 2019-20. Trade, Hotels, Transport, Communication and Services related to Broadcasting had a growth of 3.6% in 2019-20. Financial, Real Estate & Professional Services witnessed a growth of 4.6% in 2019-20. Public administration, defence and other services grew by 10% in 2019-20 as compared to 9.4% in 2018-19.

Retail inflation measured by consumer price index (CPI) in March 2020 eased to four month low of 5.84%. However, the index of industrial production (provisional) declined by 16.7% YoY in March 2020 owing to COVID-19.

The Government of India has taken various significant measures to address economic concerns. The RBI reduced the policy rates a few times in recent past to increase credit flow in the economy. The RBI has taken several other measures to improve liquidity in the system.

Part B: Banking Industry

As per RBIs latest Financial Stability Report of December 2019, the Scheduled Commercial Banks capital adequacy ratio observed significant improvement in September 2019. The provision coverage ratio of the SCBs increased in September 2019 as compared to March 2019 that indicated improvement in resilience of the banking industry. Government of India has recapitalized the public sector banks from time to time and undertaken various other reform measures. As per RBI data, the monthly outstanding credit growth of the SCBs moderated in March 2020 as compared to December 2019. Similarly, the deposit growth of the SCBs also moderated in March 2020 vis-a-vis December 2019. The provisional figures of RBI showed that SCBs credit growth to agriculture and allied activities in March 2020 moderated as compared to growth in December 2019. SCBs credit growth to industrial segment remained muted as on March 2020. However, credit growth to the service sector witnessed a better growth rate in March 2020 as compared to growth rate in December 2019. Personal loan segment witnessed impressive growth in March 2020.


As on March 31, 2020, the Total Business of the Bank was Rs. 4,86,007 crore compared to Rs. 4,67,584 crore as on March 31, 2019. High Cost Deposits have been increased to Rs. 62 crore as on March 31, 2020 from Rs. 57 crore as on March 31, 2019. Operating Profit of the Bank stood at Rs. 4,344 crore for the financial year ended March 31, 2020 as compared to Rs. 3,127 crore for financial year ended March 31, 2019. The Bank posted a Net loss of Rs. 1121 crore in financial year ended March 31, 2020 as against Net loss of Rs. 5,641 crore in financial year ended March 31, 2019, on account of increased provisions.


The Total Deposits as on March 31, 2020 stood at Rs. 3,13,763 crore, after increase of High Cost Deposits to the extent of Rs. 5 crore. Saving Bank Deposits increased to Rs. 8,061 crore with a growth of 6.60% in financial year ended March 31, 2020 from Rs.1,22,139 crore in financial year ended March 31, 2019. Similarly, Current Deposits decreased to Rs. 15,079 crore in financial year ended March 31, 2020 from Rs. 15,095 crore in financial year ended March 31, 2019, registering a decline of 0.11%. The share of CASA Deposits to Total Deposits has increased to 46.83 % as of March 31, 2020 as against 46.39% as of March 31, 2019. Core Term Deposits increased by 3.98 % and reached to the level of Rs. 1,64,858 crore as of March 31, 2018-19 from Rs.1,58,542 crore as of March 31, 2019.


As per the original Roadmap announced by the Ministry of Corporate Affairs, all Banks (except RRBs) were required to prepare their Financial Statements according to IndAS for accounting period beginning from April 1, 2018 onwards with comparatives for the period ending March 31, 2018 or thereafter. Accordingly, the Bank had engaged services of an IndAS Consultant and constituted a Core IndAS Team and commenced the process of IndAS implementation. Steering Committee headed by an Executive Director was formed to monitor the progress of implementation. The Board of Directors and Audit Committee of the Board periodically have been reviewing the progress of the same.

On April 5, 2018, the RBI, vide their "Statement on Development and Regulatory Policies", deferred the implementation of IndAS stating that necessary legislative amendments are under consideration of the Government. In view of this and also level of preparedness of many Banks, implementation of IndAS in Banks has been further deferred by RBI for one year by when the necessary legislative changes were expected. In view of this, IndAS were to be implemented from April 1, 2019. RBI vide dated 22.03.2019, stated that the legislative amendments recommended by the RBI are under consideration of the Government of India. Accordingly, it has been decided by RBI to defer the implementation of IndAS in Banks till further notice. However, as required by RBI, Bank submits the Proforma IndAS Financials to RBI every quarter since June 2018.


Organizational Restructuring done by creating 31 new Regional Offices and reducing the number of Zonal Offices from 13 to 10 for better focus on the business.

7 Corporate Finance Branches and 6 Mid Corporate Branches are now reporting directly to Corporate Office for ensuring faster TAT.

49 Centralised Credit Processing Branches have been set up for sanction, documentation, disbursement and post disbursal monitoring of Retail Loans for ensuring quality in Retail Loan processing and started functioning smoothly.

In a new set up, 7 Stressed Asset Management Branches (for stressed assets above Rs.25 Crores) and 8 Asset Recovery Branches (for stressed assets of Rs 5 Cr to Rs.25 Crores) are reporting directly to Corporate Office for ensuring faster resolution. Resolution in big accounts like Essar Steel, Ruchi Soya has taken place in Q3FY20.

Separate vertical for Marketing set up in all Regional Offices for marketing, sourcing of fresh business. Corporate Office has started follow-up of lead generation and monitoring of conversion of leads on all India basis.

New Performance Management System (PMS) based on the model of Balance Scorecard Method, focusing on Business, Customer, Process and People Factors has been launched.

Succession Planning, which includes Competency Mapping Model to develop Robust Leadership Plan has been initiated.

Concept of Job Family introduced and identification process for 8 job family completed. All the officers upto Assistant General Managers are grouped under one of the job families for nurturing for various roles.

Whole training architecture of the Bank is being revamped through Training Impact Analysis project.

Mobile based E-learning as a method of imparting knowledge, implemented for staff to undergo role based courses.

• Human Resource Management System (HRMS) launched on mobile platform.

• End to end loan life cycle management system (LLMS) is being introduced which will have credit origination, monitoring and various API interface to improve credit underwriting, Turn Around Time (TAT) and monitoring including Early Warning Signals (EWS). LLMS will have the facility of online tracking of loan application.

• Enterprise wise Fraud Risk Management Solutions (EFRMS) is initiated in three phases. The first phase with 5 delivery channels rolled out for alert generation on real time basis for identifying the potential fraudulent transactions.

• Under "Open architecture" concept (IRDA guidelines), we have tied up with 5 insurance partners (2 Life, 2 Non Life and one Health) to procure more business under Bancassurance to boost fee based income.

• We have rationalised the Retail Lending products and introduced new products, Cent Business and Cent Saral to suit the financial needs of the customers.


• "Project DIsha" - analytics-Based Business transformation Program

In order to take new Business Transformation initiatives in Retail, Agriculture, MSME Credit and Fee Based Income through CASA for propelling Business Growth and to reinvent the Business Processes for better efficiency and sustainability, Bank has taken initiative under "Project DISHA". This is built on analytical capabilities and Digital Tools with robust Risk Mitigation measures in the Change Processes. Diagnostics and designing is already done and the pilot phase is expected to be launched in July20.

• Single Data Repository (SDR)/Data Warehouse (DW)

Bank is in the process of major upgradation of its data warehousing through Single Data repository, which will be a source to provide information/ reports across the Bank, besides being a treasure for analytics driven business decisions. This will ensure consistency in reporting and will provide various Dashboards to the users including the Top Management, thus enhancing the Decision Support System.

• setting up of MsME hubs

To increase and improve quality of lending, the share of MSME portfolio, the Bank has planned to set up 50 MSME processing hubs at identified locations. Approval from RBI has also been received and these hubs are likely to be set up by 31st July2020.


• The Gross ADVANCEs of the Bank increased to Rs. 1,72,244 as on 31.03.2020 as against Rs. 1,67,729 crore as on 31.03.2019, with a growth of 2.69% against negative growth of 5.50% on year to year basis despite the fact that Rs. 3,389 amount has been technically written-off from the Gross Credit.

• During Financial Year 2019-20, fresh corporate credit exposure of about Rs.15000 crore was taken against last years exposure of Rs.5000 crore achieving a growth of 200% during the year.

• Organizational Structure of Corporate Credit was changed wherein MCB and CFB Branches were directly placed under Corporate Office to remove two layers to reduce delay in decision making of corporate ADVANCEs.

• Most of the big ADVANCEs above Rs.5 crore were concentrated in selective branches so as to provide professionalized services and reduce turnaround time.

• Loan Policy and Master Circulars were updated to improve asset quality, managing credit risks, making the systems and control more effective and speedier decision making.

• Rationalization of Interest Rates was made to make the Bank competitive in the market.

• All borrowal accounts brought under Large Exposure Framework limits.

• Unsecured Exposure of the Bank was substantially reduced and kept within the benchmark under PCA guidelines.

• Scope of Pre-Inspection Reports and Due Diligence was widened to improve the asset quality.

• Major EASE action points to implement clean corporate lending through rigorous due diligence and appraisal for sanctions was implemented including establishment of TEv Cell at Corporate Office.

• To improve the asset quality, focus was given to High Rated accounts and Govt. Guaranteed accounts to optimize capital requirement. 95% of the corporate ADVANCEs sanctioned during the Financial Year are ‘A and above category or State Government Guaranteed accounts.


In order to improve our Credit portfolio a separate vertical for Credit Monitoring & Policy headed by General Manager is functioning.

• Major activities being undertaken by the department are enumerated below:

• Credit Monitoring Committee has been constituted at various controlling offices and large branches and it is being ensured that meetings of the committee are held periodically to deliberate on the following points:-

• Assessment of sanctions/rejections during the month

• Root-cause analysis of SMA accounts

• Status of coverage under Loan Review Mechanism wherein all loan accounts with exposure of Rs. 5.00 crore & above are thoroughly monitored at fixed intervals

• Status of conduct of Stock-Audit in borrowal accounts enjoying Book debt limit of Rs. 1.00 crore & above or other Working Capital Limits of Rs. 5.00 crores & above

• Status of conduct of Periodical inspection of Securities

• Status of Perfection of Securities

• Generation of financial transaction based alerts on Early Warning Signals through Portal for quick follow up and close monitoring

• Red-Flagging of borrowal accounts on observance of Early Warning Signals for further investigation as per RBI guidelines

• Agencies for Specialized Monitoring (ASM) are being engaged for all the accounts with exposure above Rs. 250 Crores from the banking system in order to monitor the operations and transactions of large value borrowal accounts on ongoing basis

• A system for Quarterly review of loan accounts of listed and unlisted companies having exposure of Rs.1 crore & above has been implemented in the Bank for initiating Corrective Action Plan wherever warranted

• Impact assessment of Early Warning Signals (EWS) on Risk Rating of loan accounts has been started through the process of Dynamic Review of Rating.

• The department is ensuring submission of loan account details to the Credit Information Companies periodically

• The department is ensuring submission of data of loan accounts to NeSL(Information Utility)

• The department is monitoring registration of security interest created by various branches with CERSAI

• The department is ensuring that the credit related policies are updated in line with the notifications made by RBI, Government of India, etc.


As per RBI directives, 40% of Adjusted Net Bank Credit or Credit equivalent amount of off-balance sheet exposure, whichever is higher is to be lent to Priority Sector. Lending under this sector is therefore the thrust area of the Bank. The performance of the Bank under various segments of priority sector as on 31.03.2020 (audited) is as under:

(Rs. In crore)
s.No. Particulars March 2018 March 2019 March 2020 Growth (%)
1. Priority Sector ADVANCE 82835 83201 79987.91 -3.86
Percentage achievement of ANBC 49.74% 47.22% 45.07%
2. Total Agriculture ADVANCE 34192 35655 34419.40 -3.47
Percentage achievement of ANBC 20.53% 20.24% 19.54%
3. MSME 32346 31036 29250.15 -5.75
4. Education Loan 2773 2522 2341.42 -7.16
5. Housing Loan (upto Rs. 25 Lakh) 13392 13956 13939.37 -0.12
6. Other Priority Sector 107 20 17.51 -12.45
7. Renewal Energy 6 0 0 0.00
8. Social Infrastructure 9 8 7.22 -9.75
9. Export Credit 8 5 12.84 156.80

The Credit deployment under priority sector decreased to Rs. 79,987.91 Crore during 2019-20, recording a decline of Rs. 3213.09 Crore over previous year. However, to take advantage of excessive lending over ANBC in Priority Sector credit, Bank undertook sale/ purchase transactions in PSLCs. During the year Bank sold PSLCs worth Rs. 16,325 crores under Priority Sector (9,930 crores under General PS, 6,395 crores under Small and Marginal Farmers) and Purchased Rs. 3,135.50 under Micro Enterprises. Thus, net sale as at the close of Financial year was Rs. 13,189.50 crores. There is outstanding RIDF to the tune of Rs. 4,295.87 crores under Priority Sector of which Rs. 2,795.93 crores under Agriculture as on 31.03.2020.


During the year under review, total Agriculture credit decreased by Rs.1235.60 crores from the level of Rs. 35655 crores as on March 31, 2019 to Rs. 34419.40 crores as on March 31 2020. The net percent of agriculture credit to adjusted net bank credit (ANBC) is 19.54% against the stipulated target of 18% achieved.

Following are the details of main products offered by the Bank in agriculture and rural development segment:-

s.No. scheme Name Description
1. Cent Kisan Credit Card Single window Credit for Short Term Expenses cultivation of crops/Post-Harvest Expenses/Marketing of produce/consumption requirement/ Working capital for maintenance of farm assets & activities allied to agriculture/investment credit requirement for agri. & allied activities.
2. Cent Agri Gold Loan Quick Finance crop production and investment credit in agriculture & allied activities against pledge of gold ornaments & gold coin issued by our bank.
3. Cent SHG Bank Linkage Lending to SHGs revolving Cash Credit/Term Loan.
4. Cent SHG-PI Linkage Promoting & financing of SHGs with the help of NGOs/Other Organizations.
5. Cent Kisan Gold Card To Provide single Term Loan limit for farmers long term credit needs like farm mechanization, land development, MI, Horticulture etc.-
6. Cent AMI (Agriculture Marketing Infrastructure) Scheme Finance for creation of marketing infrastructure with latest technology, facilities for grading, standardization, quality certification, creation of scientific storage facility for effectively managing marketable surplus of agri. & allied sector.
7. Cent Poly House, Green House, Shade-Net House Financial assistance for undertaking protecting farming of high quality commercial Horti--culture crop.
8. Cent Dairy Establishment of Dairy Units for milk production.
9. Cent Agri Farm House Finance for construction, repair, renovation& extension of agri farm house.
10. Cent vermi Compost Finance for setting of & running vermin-compost units
11. Cent Agri Clinic /Agri Business Financial assistance for setting up Agri. Clinics & Agri. Business Centers by candidates who have required qualification & trend as per the scheme.
12. Cent Farm Machinery Financing to tractors trailers & other agri. Implements.
13. Cent Kisan Sathi To help in-debted farmers to reduce their outstanding dues payable to money-lenders, brokers etc.
14. Cent Scheduled Tribe Financial assistance to weaker sections under Scheduled Tribe.
15. DAY-NRLM Scheme launched by MoRD for identified districts for financing Women SHGs under Mission Mode.
16. Cent Poultry Finance for Establishment & running of Poultry Farm units.
17. Cent Fishery Finance for Traditional & commercial fishing activity

Following are the details of New agriculture products introduced during fY 2019-20:

s. No. scheme Name Description
1. Cent Saral To provide finance upto Rs.50000 for a small business/service activities to PMJDY/ BSBD account holders.

Following are the details of New agriculture products introduced during the current fY 2020-21:

s. No. scheme Name Description
1. Cent kisan vahan Loan To provide finance for purchase of all types of vehicles i.e. Two/Four wheelers & transport vehicle to farmers & persons engaged in agri. allied activities.
2. Cent Solar Scheme To Provide finance to people engaged in agriculture & or ancillary activities for installation of solar lights/solar pump sets/solar water heaters.
3. Cent Flexi Agri Business Loan To provide finance upto Rs.10 Cr. to individuals/firms engaged in Agri. Business- Food & Agro Processing/Agri. Infrastructure/Seed Production/Bio-Pesticides & Bio Fertilizers/Service Providers/Any other ancillary activities.
4. Cent kisan COVID-19 CARE To provide immediate finance upto Rs.50000 to all existing kCC holders or Term Loan borrowers for Crop/fisheries/poultry/dairy/animal husbandry to overcome COVID-19.
5. Special Loan Scheme for SHGs-COVID-19 CARE To provide immediate financial support upto Rs.1 Lakh to SHG members to overcome COVID-19.

Initiatives taken to accelerate flow of credit to Agriculture sector:

Special Credit Campaigns:

• All Rural and Semi urban branches have organized minimum one Mega Credit Camp in each month to canvass and sanction new Agricultural loans.

• All Rural and Semi Urban branches have organized special Credit Camps for SHGs Bank Linkage.

• Bank ensured 100% crop Insurance coverage to eligible Loanee farmers under "Pradhan Mantri Fasal Bima Yojana" (PMFBY) and canvassed non-loanee farmers for coverage of crop insurance.

• During the financial year Bank have given thrust on Investment credit under Agriculture.

• Bank has focused on extending credit to small & marginal farmers.

All Rural/Semi Urban Branches organised village level weekly Krishak Sandhya Camps for creating awarness among farmers for improving credit flow as well as coverage under Social Semer Schemes to the Farmers.


1. Bank has covered 22706 villages by deploying 6387 BC agents and we have opened 156 Urban Financial Inclusion centres also.

2. No. Of Transactions:

Transactions in FI Accounts opened through BCs have increased from 437.00 lacs in FY 2018-19 to 508.00 lacs in FY 2019-20. (YoY growth of 16.25 %).

No. of accounts opened through BCs increased from 117.00 lacs on 31 March 2019 to 126.00 lacs as on 31st March 2020.(YoY growth of 7.69 %).

Major achievements under fI-PMJDY during f.Y.2019-20

• Business through BC Outlets increased by 32.72 %, from Rs. 1573.47 Crores to Rs. 2088.33 Crores.

• Total FI Business increased by 21.41%, from Rs. 3307.16 Crores to Rs.4015.17 Crores.

• Percentage of Aadhaar seeding is increased to 82.25 % from 80.90 % in PMJDY accounts and increased to 84.66 % from 81.24 % in all operative CASA accounts.

• No. of Transactions through BC-Outlets increased by 16.25 % i.e. from 437.00 lacs to 508.00 lacs.

• No. of BC with business more than Rs. 10 lac is increased by 20.39 % i.e. from 2693 to 3242. Similarly

• No. of BC with business more than Rs. 1.00 Crore is increased by 76.28 % i.e. from 215 to 379.

• Total enrollment under Social Security Scheme as on 31.03.2020 with a growth achieved over march 2019 is as under

PMJJBY-15,59,877,14.17% growth

PMSBY 46,03,888, 16.05% growth and

APY 8,73,333, 40.70% growth

Out of 7603 death claims under PMJJBY,7147 claims are settled and out of 2307 death claims under PMSBY,2057 claims are settled and other claims are under consideration with insurance companies.

Performance under Lead Bank.

• We have the Lead Bank responsibility in 51 districts spreading in seven States viz. Madhya Pradesh(18), Bihar(10), Maharashtra(7), Uttar Pradesh(5), West Bengal(4), Rajasthan(3) and Chhattisgarh (4). More than 50% and about 25% of our total branches are located in these States and Lead Districts respectively.

• For effective implementation of Lead Bank Scheme, the sufficiently office of Lead District Managers has been equipped and empowered with right kind of staffing supplement and infrastructure like independent/good premises, vehicle, computers/laptops (with skype installed) & printers, telephone, internet connections, e-mail id, mobile, fax, establishing websites.

• To make the public/masses aware of various products of bank, we have displayed some products relating to Kisan Credit Card, Central Artisan Credit Card, Swabhiman/Aadhar etc. relevant to the rural masses on the vehicle provided to LDMs.

• We have selected one village in each Lead District for inclusive growth through empowerment, training skill development of youth and credit linkages. All developmental activities like complete implementation of Financial Literacy/Financial Inclusion Programmes, Training unemployed rural youth in RSETIs, Formation of SHG/Farmers Club/JLG, Lending activities have been implemented to bring complete socio-economic change. This is being replicated in other selected villages also in lead districts.

Financial Literacy and Credit Counseling Centre (FLCC)

• We have opened 48 FLCCs in 7 States viz. Madhya Pradesh(18), Bihar(10), Maharashtra(7), Uttar Pradesh(5), West Bengal(3), Rajasthan(3) and Chhattisgarh (2) and 4 FLCCs at block level in the state of kerala and 5FLCCs at block level in the Darbhanga District of Bihar .

• All these centres have conducted 39430 outdoor visits to the villages extending literacy/counselling to 542385 persons. Both mass campaigning and individual counselling are being done.

• Bank has provided them vehicle fitted with Public Address System and LCD for displaying various products/schemes being launched by banks for bringing awareness among the masses and opportunities to them for availing benefits to uplift their economic status and standard of living. Besides, we provide literacy material, kits, books etc while extending counselling as also visiting villages.

Rural Self Employment Training Institutes (RSETIs)

• There are 46 RSETIs in 9 States of the country viz. Madhya Pradesh(18), Bihar(9), Maharashtra(6), Uttar Pradesh(5), West Bengal(3), Chhattisgarh(2), Rajasthan(1), Orissa(1) and Assam(1).

• During the year 2019-20, the RSETIs conducted 969 training programmes and imparted training to 27376 candidates. Out of this, 19170 (i.e.70%) trainees were settled through bank credit, wage settlement and self-finance.

• Credit linkage of settled candidates achieved 12045 i.e.44 %.

Other Initiatives

• Our bank has established one Society/Trust in the name of "Central Bank of India Samajik Utthan Avam Prashikshan Sansthan (CBI-SUAPS)" to control & supervise the operations and functioning of RSETIs and FLCCs.

• We have formed Governing Council at Apex Level with MD & CEO as Patron, Executive Director as President and General Managers as members for overall control and supervision of the affairs & functions of RSETIs and FLCCs.

• A new simplified credit product named "Cent Saral Business Loan" has been launched for providing micro credit upto Rs. 50,000/- to PMJDY customers.


MSME Department have following active products:

1. Cent Business Gold Loan

2. Cent Ceramic

3. Cent Construction Equipment Finance

4. Cent Contractor

5. Cent Custom Hiring

6. Cent Doctor proposed for closure during the current year

7. Cent Dentist - proposed for closure during the current year

8. Cent Hosiery

9. Cent kalyani

10. Cent Mudra

11. Cent Trade - Arthias

12. Cent Warehouse Receipt

13. Cent Weaver Mudra

14. Cent Laghu Udyami Credit Card

15. Credit Guarantee scheme for Scheduled Caste

16. Mukhya Mantri Swarojgar Yojana

17. Mukhya Mantri Yuva Udyami Yojana

18. SRTO

19. Cent Standup India

Following 10 products have been discontinued during fY 2019-20:

1. Cent-Sahyog,

2. Cent-Protsahan

3. Cent-Prosperity (for minority community)

4. Cent-Matsya kanya (for fisher women)

5. Cent-Artisan Credit Card

6. Cent-Casting & Forging

7. Cent Professional

8. Cent Gati Dhara (for State of West Bengal)

9. Cent Returned NRI Business Loan Scheme for financing returned Non- Resident Indians in kerala State

10. Cent GST Input Tax Credit.

Following new product has launched during FY 2019-20:

1. Cent Business Loan For providing cash flow based lending to business community with liberalized collateral norms and low rate of interest. The scheme was launched in December 2019 and mobilized a business of Rs. 509 crore by 30/06/2020.


(Amount in Crore)
Particulars 31.03.2019 (audited) without PsLC 31.03.2019 (audited) with PsLC* 31.03.2020 (audited) without PsLC 31.03.2020 (audited) with PsLC** Y-o-Y % growth without PsLC Y-o-Y % growth with PsLC
MICRO Enterprises 10735 16620 10650 13785 -0.79% -17.06%
MSE 28275 34160 25927 29062 -8.30% -14.92%
MSME (PS) 32090 37975 30286 33421 -5.62% -11.99%
TOTAL MSME 32090 37975 30286 33421 -5.62% -11.99%


Particulars 31.03.2019 (audited) without PsLC 31.03.2019 (audited) with PsLC* 31.03.2020 (audited) without PsLC 31.03.2020 (audited) with PsLC** Y-o-Y % growth without PsLC Y-o-Y % growth with PsLC
% OF MSME ADVANCE 19.13% 22.64% 16.03% 17.69%
RBI MANDATES (PRIME MINISTER TASk FORCE) 31.03.19(audited) 31.03.2020 (audited) TARGET MAR-20
No. of Accounts in Micro Ent. 813011 878407 894313
% Y-O-Y Growth in Number of Accounts under Micro Enterprises 20.24% 8.04% 10%
RBI MANDATES (PRIME MINISTER TASK FORCE) 31.03.2019 (audited) 31.03.2019 (audited) With 31.03.2020 (audited) 31.03.2019 (audited) TARGET MAR-20
Without PSLC PSLC Without PSLC With PSLC
MSE Portfolio (Amt.) 28275 34160 25927 29062
% Y-O-Y Credit Growth under MSE -4.16% -7.74% -8.30% -14.92% 20%
% of Micro Credit to MSE Credit 36.39% 44.89% 37.66% 40.35% 60%

(*) under PSLC Micro Enterprises Purchase Rs.5885/= Crore and investment IN SIDBI Rs. 1054 Crore in which Mudra Ltd. is Rs.235 Crore

(**) under PSLC Micro Enterprises Purchase Rs.3135/= Crore and investment IN SIDBI Rs. 983 Crore in which Mudra Ltd. is Rs.243 Crore

Performance under MICro Enterprises:

MICRO ENT. O/S AS ON 31.03.19 without PSLC MICRO ENT. O/S AS ON 31.03.19 With PSLC MICRO ENT. O/S AS ON 31.03.20 Without PSLC MICRO ENT. O/S AS ON 31.03.20 With PSLC ANBC As on March-20 STATUS ON 31.03.19 without PSLC STATUS ON 31.03.19 with PSLC STATUS ON 31.03.20 without PSLC STATUS ON 31.03.20 with PSLC TARGET MAR-20 (7.50% OF ANBC)
10735 16620 10650 13785 157750 6.09% 9.43% 6.75% 8.73% 11832


INDICators DEtaILs
PERFORMANCE • % of Micro credit to MSE is 37.66% without PSLC & 40.35 % with PSLC
HIGHLIGHTS • Bank achieved Y-o-Y growth in number of accounts under Micro is 8.04%.
• Under PMMY our Banks achievement is 96 % of Target given by DFS, M.O.F, Govt. of India. As against Target of Rs. 4400 crore, our Bank could achieve Rs.4211 crore under fresh sanction as of Mar-2020.
INITITATIvES • Bank has Tie up with ECL Finance Ltd for Loans under Co origination.
• New Product Cent Business Loan was launched during FY 2019-20
WAY FORWARD Thrust is on Micro Enterprises for achieving Micro Enterprises target set by RBI and PMTF of 7.5% of ANBC.
• To achieve this target, our thrust is on extending finance under MUDRA Scheme, Stand
• Up India Scheme, loans under kvIC/PMEGP Schemes, and Cent Weaver Mudra Scheme.
• In order to improve quality of loans and hassle free processing and to improve TAT, Board has approved 50 CSMECPC Centres which will be functionalize by Sept. 2020.

Retail Credit

Total Outstanding under Retail Lending Schemes was Rs.40614 Crore as on 31.03.2020. The Retail portfolio of the Bank is 23.59% of its total ADVANCEs.

Rs. In crore
31-03-2015 31-03-2016 31-03-2017 31-03-2018 31-03-2019 31-03-2020
RETAIL CREDIT 34939 38505 32008 48123 48666 40614
TOTAL CREDIT 194967 190152 153008 177484 167729 172244
RETAIL TO TOTAL CREDIT (%) 17.92 20.25 20.92 27.11 29.01 23.58


31-03-2015 31-03-2016 31-03-2017 31-03-2018 31-03-2019 31-03-2020
HOUSING LOAN 14004 16319 18006 21392 23301 25821
RETAIL CREDIT 34939 38505 32008 48123 48666 40614
HOUSING LOAN TO TOTAL 40.08 42.38 56.25 44.45 47.88 63.58

Note: Figures are exclusive of IBPC & Loan against Banks own Time Deposits etc.

Total Outstanding of Housing Loan Scheme was Rs.25821 Crore as on 31.03.2020. The Housing Loan portfolio of the Bank is 63.58 % of its total Retail ADVANCEs. Housing Loan grew by 10.81 % over previous year.

Product and services in retail Credit :

The Bank has 20 retail loan products on offer to general public catering to the distinctive requirements of the potential customers with clear differentiation. Bank offer these entire schemes for general public catering to the distinctive requirements of the potential customers with clear differentiation.

sr. No. Name of the scheme

1. Cent home Loan scheme – Scheme for purchase/construction of House/Flat with best home loan features and low Rate of Interest.

2. Cent home Double Plus scheme – A Home loan variant in which excess repayment fetches , interest benefit and also provides liquidity in the form of withdrawal of the excess amount paid in case of need.

3. Cent home- CrgftLIh scheme – Scheme of EWS & LIG with coverage under "Credit Risk Guarantee Fund Scheme".

4. Cent home-Pradhan Mantri awas Yojana – Home loan variant with subsidy under PMAY.

5. Top up Term Loan Facility to Cent Home Loan Beneficiaries Top up loan for personal need.

6. Cent home Loan scheme for purchasing 3rd or 4th house – Housing loan for more than two houses.

7. Cent Mortgage-TL – Loan against Properties on easy terms.

8. Cent rental – Loan against rent receivables on easy terms.

9. Cent swabhiman Plus – An annuity payment scheme for lifetime for senior citizens.

10. Cent vidyarthi – Education Loan scheme on easy terms for students.

11. Cent vidyarthi - NCgtC guarantee – Education loan scheme up to Rs. 7.5 Lakh with subsidy.

12. Cent skill Loan scheme – Education loan scheme for acquiring skills

13. Educational Loan for Executive MBa – Education loan scheme for executives with experiences

14. Education Loan to the students of IIMs & other reputed Institutions – Education loan scheme for IIMs and other reputed Management Institutes.

15. Cent tech vidyarthi for IIts students – Education loan scheme for IIT students

16. Cent vehicle scheme – For purchase of two/four wheelers on easy terms

17. Cent Personal Loan – Personal loan scheme

18. Cent Personal gold Loan scheme – Loan against gold

19. Cent Liquid – Loan against shares

20. Pension Loan scheme – Loan to Pensioners

Initiative taken for growth of retail Loans

> To ensure Interest Rate Transmission in Retail Loans, Repo Based Lending Rates (RBLR) introduced.

>Marketing vertical set up at. RO to monitor the leads generation and conversion officer at ZO & RO should concentrate on promotion of Retail Loans/ Housing Loans.

>Encouraging the marketing efforts at ZOs, ROs, ELBs, vLBs and CCPBs.

> Tie up with Online PSB Loans in 59 Minutes Portal for Housing, vehicle & Personal Loans. Branches are encouraged to use PSB59 portal.

> Rationalizations of CIC Scores for different retail loan schemes introduced.

> Four Special Loan Schemes have been introduced to alleviate financial stress arising out of COVID 19 pandemic which are as under:

1. Special Pension Loan for Ex-staff pensioners of our Bank

2. Special Pension loan for General Public

3. Special Personal Loan for employees of Central & State Govt., PSUs, Indian Railways & Municipal Corporations etc.

4. Special Mortgage Loan for existing Mortgage based Retail Borrowers of our Bank

>As a part of Risk Mitigation & to enhance due-diligence process, Centralized Credit Processing Branch concept has been introduced w.e.f. 15.01.2020

> EASE guidelines are monitored periodically.

> To increase retail loan portfolio, Double Delight Campaign, Monsoon Carnival & Home Loan Spring Carnival conducted successfully, in which concessions in processing charges fully/partially waived.

Established 49 Centralized Credit Processing Branches for retail Loans

In-principle sanction conveyed within 24 hours after receipt of loan application on merit basis. Regular sanction being conveyed within 6 days after receipt of all documents.

>All Mortgage based Loans above Rs.7.50 lakh are being sanctioned at CCPBs.

> Lead generation, Processing, Disbursement & Soft Recovery of overdue loans are assigned to CCPBs.

Action taken for growth of housing Loans

> Focus on takeover of Housing Loans from other Banks and Good NBFCs.

> Introduction of incentive to Real Estate agents to focus on Loans of Resale Houses.

> Focus on Tier-II, Tier- III & Tier- Iv cities.

> Focus on PMAY and affordable Housing.

> More Tie-up with quality Builders to reduce TAT.

> We encouraged Tie up with good builders to reduce

> TAT as well as for growth of Housing Loan.

> More than 100 tie-up with RERA registered builders have been entered Pan-India during 2019-20.

Action Taken For Growth Of Vehicle Loans

Tie ups with Maruti and Tata Motors and dealers are mapped with Branches, regular visits to dealers for getting leads to convert it to business.

> Attractive Incentive to Dealer/Sub Dealer.

action taken for growth of Personal Loans

> Continuing communication with salary and pension account holders.

> visit to Corporates/Government

> Organizations for canvassing of Personal Loans to their employees.

>Instant personal loan to salary account holders of Govt./PSUs through digital documentation.

> Special Personal loan to existing mortgage holders to meet exigencies arising out of COVID-19 pandemic.

Action Taken For Growth Of Gold Loans

> Cluster based approach to lending in prospective cities/towns.

> Proper provision of appraiser and safe keeping locker.

> Providing Gold Loan at Branch by display of banners, standee, distribution of pamphlets.

> Gold Loan Amount per gram of Gold enhanced to Rs.2900/-.

> Buyout of Gold Loan portfolio from leading NBFCs.

Action taken for growth of Education Loans

> Focus on Education loan to students of IIMs, IITs and other Reputed Institutions.

> Loans to students persuing higher education aboard.

> Loans up to Rs.7.50 lakh are being sanctioned under Cent vidyarthi-NCGTC

> Guarantee Scheme.

> Enhancement of sanctioning powers to RO/ZO to reduce TAT.

> Tie up arrangements with identified Educational Institutions for lead generations.

> Reputed Institutes added in scheme for financing IIMs students & Reputed Institutes.


> Foreign Exchange Business of the Bank is carried out through 62 Authorized Dealer (‘B" category) Branches spread across the country. For operational efficiency, Bank has a centralized Dealing Room at Mumbai for attainment of better funds management and operational convenience.

>As on 31.03.2020 the Export Credit portfolio of the Bank is Rs.4876 crore in comparison to Rs.5314 crore as on 31.03.2019, decrease of 8.24% over previous year.

>Merchant trade foreign exchange turnover was Rs. 31367 crore in FY 2019-20 as against Rs. 42995 crore in FY 2018-19. NRE Deposits increased from Rs.4941 crore as on 31.03.2019 to Rs.5130 crore as on 31.3.2020; an increase of 3.83% over the previous year.

>FCNR Deposits increased from USD 226.73 million as on 31.3.2019 to USD 230.66 million as on 31.03.2020, an increase of 1.73% over the previous year.


> The investment portfolio of the Bank has increased to Rs.1,47,357 crore (Including Non-SLR, Non-Transferable Govt. of India Recapitalisation Bond Rs. 14780 crore) as on 31st March 2020 as against Rs.1,29,219 crore as on 31st March 2019 thereby recording an increase of 14.04% over the previous year. The ten year benchmark yield closed at 6.14% as on 31st March 2020 vis-a-vis 7.35% on 31.03.2019.

> During the year RBI decreased the Repo rates on four occasions, effectively bringing the rate from 6.25% to 4.40%. Thus the Bank rate and Marginal Standing Facility rate stood reduced at 4.65%.

> As part of liquidity measure to small and mid-sized corporates, including non-banking financial companies (NBFCs) and micro finance institutions (MFI) impacted on account of COVID-19 disruptions, RBI has conducted Targeted Long Term Repo Operations (TLTRO) and Bank has availed Rs.207 crore for further deployment.

> Treasury recorded trading profit of Rs.1214.85 crore in FY 2019-20 as compared to previous year trading profit of Rs.215.00 crore. The yield on investment (excluding trading profit) decreased from 7.15% during 2018-19 to 7.01 % during 2019-20.

> In compliance with the Reserve Bank of India guidelines on shifting of securities, the Bank has transferred Central and State Govt. securities amounting to Rs.5566 crore from AFS to HTM and Rs.6746 crore from HTM to AFS during 2019-20.

> Bank has done IBPC lending for 91 days to Axis Bank amounting to Rs.1500 crore. The composition of investment portfolio of the Bank as on 31st March 2020 is as under:

(Rs. in crore)
Sr. No. Composition 31.03.2020 31.03.2019
1 SLR 109,493.35 96,206.03
2 Non-SLR 37,864.51 33013.28
Total 147,357.86 129,219.31


Risk Management System/Organizational Set Up

• Risk Management systems are now well established in the Bank. Risk Management Committee of the Board of Directors regularly oversees the Banks Risk Management policies/practices under Credit, Market and Operational risks & Pillar II risks.

• The Committee reviews the policies and procedures for pricing of products and assess the risk models so as to remain in sync with to market developments and also identifies and controls new risks. The committee also regularly monitors compliance of various risk parameters by the concerned departments at the corporate level.

Risk Management structure

• At operational level, various Committees like Asset Liability Management Committee (ALCO) for Market Risk, Credit Risk Management Committee (CRMC) for Credit Risk and Operational Risk Management Committee (ORCO) for Operational Risk have been constituted comprising of members from the top management team.

• These Committees meet at regular intervals throughout the year to assess and monitor the level of risk under various Bank operations and initiate appropriate mitigation measures wherever necessary.

• The Bank has identified officers in the rank of Chief Manager/Senior Managers/Managers to act as ‘Risk Managers at all the Zonal Offices.

• The Risk Managers act as the ‘Extended Arms of the Risk Management Department of the Central Office at the Zonal Level.

• The Bank has also identified officers at the senior level in various functional departments of Central Office to act as ‘Nodal Officers to look into various aspect of control & management of risk in the Bank.

Market risk Management

• The Mid Office reviews the market position, funding patterns and ensures compliance in terms of exposure, duration, counter party limits and various sensitive parameters and the reports are presented at regular intervals to the top management.

• The tools such as vaR and Duration gap analysis are used as an ongoing basis to measure and manage the risk to Banks Profit in the short run and equity value in the long run.

• A model to estimate Capital charge on trading portfolio as ongoing basis is developed and is implemented as per the Basel III guidelines in the Market Risk.

• The Bank has board approved Market Risk Management Policy to monitor the market risk in the portfolio. Counter party limits for Treasury operation have been fixed/reviewed as per their latest standing risk associated of the counterparties.

Credit risk Management

• Bank has a well-documented Integrated Risk Management Policy.

• The Bank has in place the Rating Module from CRISIL Ltd. for rating of account under different models viz. Large Corporate Model, Infrastructure Model, NBF, etc.

• The Bank has also developed Rating Models (score card) for grading retail loans, and same is in use.

• The developments in credit risk management are being reported and monitored by the Credit Risk Management Committee headed by the MD & CEO.

• As preparedness for moving to ADVANCEd approaches, bank is in the process of implementing models for calculating PD, EAD & LGD for both Corporate & Retail portfolio through the system for which SAS solution is already procured.

Operational risk Management

• The Operational Risk Management in the Bank is guided by a well laid down

• Operational Risk Management Policy.

• Operational Risk Management Committee (ORCO) reviews the risk profile of the Bank on quarterly intervals and the oversight by the Board of directors strengthens the qualitative aspects related to Operational Risk.

• Bank is developing models and building up qualitative and quantitative information towards graduating to ADVANCEd Measurement Approach.

• New Product Approval Policy Framework is in vogue which guides the Bank in mitigating the risks associated with new products or activities.

Capital Planning

* Bank has a robust ICAAP (Internal Capital Adequacy Assessment Process) in place. Bank has framed its risk appetite framework and intends to maintain capital ratios over and above the minimum requirements as per Basel III norms. Review of the capital vis a vis the estimates are undertaken on a quarterly basis.

Asset & Liability Management systems

* ALM mainly deals with measuring and managing the liquidity and Interest rate risk of the bank with an objective of profit maximization. ALCO (Asset & Liability Committee) met 24 times during the year to review the position of the bank with regard to liquidity and other related matters.

* Besides regulatory reporting, ALM is also engaged in Interest determination on Deposits as well as Base rate, MCLR, RBLR and BPLR fixation. During the year 2019-20, revision was made thirteen (13) times in deposit interest rates, Base rate was reviewed four (04) times and MCLR was reviewed Twelve (12) times.

* In terms of new RBI guidelines Bank has started calculating LCR (Liquidity Coverage Ratio) effective from 1st Jan2015 on a monthly basis & the ratio remained above the threshold limit (i.e. 100% for 2019-20) fixed by RBI. The average LCR for FY 2019-20 is 322.50%.

Implementation of Basel III guidelines

* Reserve Bank of India has issued updated master circular on implementation of the New Capital Adequacy Framework in July 2015. As per the guidelines, the Bank has adopted Basel III norms and provided capital as per Standardized Approach for Credit Risk, Basic Indicator Approach for Operational Risk and Standardized Duration method for Market Risk.

* Bank is in the process of implementation of IRMS (Integrated Risk Management Solution) for moving to ADVANCEd Approaches.

* All necessary policies such as Credit Risk Management Policy, Operational Risk Management policy, Market Risk Management Policy, Credit Risk Mitigation and Collateral Management Policy, Market Discipline and Disclosures Policy, ICAAP etc are in place duly approved by the Board.

* Bank is taking necessary steps to graduate to IRB (Internal Rating Based) Approach for computation of capital charge under Credit Risk.


The Bank has a well- Recovery Policy containing detailed guidelines for NPA Management. It encompasses all areas of NPA Management, Monitoring and Follow-up measures, Compromise settlements, Staff Accountability, SARFAESI Act, Appointment of Enforcement Agencies, Sale of assets to ARCs under Swiss Challenge Method, Wilful Defaulters, One Time settlement Schemes etc.

The Policy is reviewed from time to time to incorporate the latest changes/developments in economy and trends in NPA Resolution/Management. The Bank has launched Recovery Campaigns during the financial year.

1. During the year 2019-20, inspite of Cash Recovery of Rs.2936 Crore and Up gradation of Rs.423 Crore, the performance was impacted by the fresh accretion of some high ticket accounts. (13 accounts of Rs. 50.00 Crore and above amounting to Rs.2838 Crore).

• Gross NPA level has increased marginally from Rs.32356 Crore to Rs.32589 Crore, i.e. by Rs.233 Crore

• Net NPA stood at Rs.11534 Crore vis-a-vis Rs.11333 Crore in FY 2018-19.

• Gross NPA vis-a-vis total ADVANCEs have decreased from 19.29% to 18.92% (37BPS).

• Net NPA vis-a-vis net ADVANCEs have decreased from 7.73% to 7.63% (10BPS).

• Cash Recovery in Written off accounts increased (24.42%) from Rs.557 Crore (FY 2018-19) to Rs.693 Crore (FY 2019-20).

2. Following One Time Settlement (OTS) schemes were implemented for NPA resolution:

a) Non-Discretionary/Non-Discriminatory (NDND) Special OTS Scheme 2019-20 for Sub Standard, DA1, DA2, DA3, Loss accounts & PWO/TWO A/Cs as on 31.03.2019 having Customer Exposure (O/s CIF wise) up to Rs.10.00 Crore.

b) OTS Scheme under Net Present value (NPv) Approach for all NPA accounts either with security or without security.

OTS Proposals with ledger outstanding of Rs. 4591 Crore were settled for Rs.2540 Crore under these schemes during FY 2019-20.

OTS proposals, aggregating to Rs.1354 Crore were sanctioned at Central Office level through various Committees during FY 2019-20.

3. During the year Bank has sold 11 NPA A/cs to ARCs under Swiss Challenge Method on 100% Cash Basis (exept Jyoti Limited with 50% SR) with Cash Recovery of Rs.388 Crore resulting thereby reduction in NPA to the extent of Rs.685 Crore.

4. ICA were signed in accounts with banking exposure of Rs. 1500 crore and above in terms of RBI guidelines of circular dated 07.06.2019.

No of accounts Amount outstanding as on 31.03.2020 Total provision held
20 Rs. 7071.06 crore Rs. 3698.78 crore

5. Resolution Plans approved and implemented in accounts in compliance of RBI circular dated 07.06.2019.

No of accounts Amount outstanding Total provision held
5 Rs. 941.38 crore Rs. 147.19 crore

i. Jaiprakash Power ventures Ltd. (Nigrei)

ii. Jaiprakash Power ventures Ltd. (Bina)

iii. Rattan India Power Ltd

iv. GMR kamalanga Energy Ltd

v. Bajaj Hindustan Sugar Ltd

6. Resolution Plans approved by NCLT and implemented during the FY 2019-2020 in accounts appearing in RBI list 1 & 2

No of accounts Amount outstanding Total provision
2 1221.27 crore 1009.46 crore

i. Essar Steel Ltd ii. Ruchi Soya Industries Ltd

Total PCR in RBI list I & II accounts 94.29%.

7. Recovery in NPA accounts was a major thrust area for the year 2019-20. The movement of NPA are being monitored closely by our executives on daily basis. The recovery in NPA accounts through legal actions and action under SARFAESI are reviewed during review meetings on regular basis and video conferences are being held with SRMs/ RMs and FGMs on monthly basis.

8. NPA Borrowers with an outstanding of Rs. 10 lacs & above are being contacted individually by RO recovery team along with branch staff for its recovery.

9. All NPA accounts above Rs.5.00 crore are discussed with the field functionaries. Necessary guidelines are issued accordingly. Recovery actions are initiated by RMs/FGMs in the accounts. Progress made in the NPA accounts were reviewed in video conferences held on monthly basis.

10. SAM & ARB Branches are closely monitored on Quarterly basis to give impetus for Recovery initiative.

11. Persuasion with defaulting borrowers to accelerate Recovery in Written off accounts.

12. Lok Adalat at District level were organized on quarterly basis with an active participation of RO/ZO and Law Officer.

13. vigorous follow up with DRTs by the Legal Officers /Coordinators is made to dispose off the pending cases.

14. All Field General Managers & Regional Managers were advised to allocate all NPA accounts of Rs.10 lacs and above to all officers for regular follow-up related to Cash Recovery/Upgradation in NPA accounts/ OTS settlement etc.

15. Field Functionaries are sensitized to pursue with the defaulting borrowers for Cash Recovery and Upgradation on regular basis.


Bancassurance Cell deals with distribution of Life, Non-life and Health Insurance products and receives commission. Our bank is holding composite corporate agency license from IRDAI for insurance business since 2003 which is last renewed in 2019 and valid upto 31.03.2022. Bank has tie up arrangement with following Insurance Partners for Bancassurance Business:-

sr. No. Name of the Insurance Company Category
1 Life Insurance Corporation of India Ltd. Life Insurance
2 TATA AIA Life Insurance Co. Ltd. Life Insurance
3 The New India Assurance Co. Ltd. General Insurance
4 Bajaj Allianz General Insurance Co. Ltd. General Insurance
5 Apollo Munich Health Insurance Co. Ltd. Standalone Health Insurance

The performance highlights for the year ended on 31.03.2020:

• Bank has canvassed 57,908 policies with premium of Rs.169.06 Crores in Life Insurance Business.

• Under General Insurance business, Bank has mobilized 2,23,594 policies with premium collection of Rs.55.99 Crores.

• Under Standalone Health Insurance Bank has mobilized 16540 policies with premium collection of Rs.13.90 Crores.

• Total earning from Bancassurance business is Rs. 39.55 crore.

• Augmented number of Specified Persons (SP) by 110 during the year. Now we have 1671 Specified Persons to carry Bancassurance Business.


Bank is a Depository Participant with arrangement with Central Depository Services Limited (CDSL). All the operations are centralized and the services are offered through the nodal branch, Capital Market Services Branch located at Fort, Mumbai. The branches in major centres facilitate opening of the accounts, buying & selling, pledge of shares and dematerialization of physical securities. Bank is having around 30319 Demat account holders.

Capital Market Services Branch opened in Mumbai exclusively for offering capital market facilities such as ASBA, Demat, Clearing Bank, Payment of Dividend Warrants and Credit/Guarantee facilities to Brokers etc. and is the controlling branch for Demat and ASBA.



* The Bank achieved 100% coverage of branches under Core Banking Solution (CBS) in December 2010.

* The Bank has put in place state of the Art IT infrastructure and automated the business processes to ensure operational efficiency and promptness of the services to the customers.

* Updation/augmentation of existing computing resources viz. hardware, networking, software, security and other associated requirements were recently completed to cater the future business projections and other statutory and security obligations.

* Bank has setup a Disaster Recovery Centre and is conducting regular DR Drills as per regulatory guidelines in line with Banks policy.

* Policies and Procedures have been introduced and adhered to safeguard the assets of the Bank and interests of the customers.

* Bank has implemented Near Site to ensure Business continuity with Zero Data loss.

* New functionalities are being implemented in CBS as per requirements on an on-going basis.

* Bank is in the process to implement Application Performance Management (APM) solution to monitor the real time performance of CBS and Interfaces and Data Archival Solution for optimum utilization of core storage and performance optimization of CBS.


* Banks Corporate Network covers 4668 locations consisting of branches, extension counters, ARBs and administrative offices.

* Bank has also tied up with multiple service providers for procurement of 2 Mbps Wired/ Wireless/ RF/ vSAT links either as primary or as backup depending upon the feasibility and requirements.

* Bank has upgraded almost all the primary links to 2Mbps and above. The backup links at 86% of the total locations have been upgraded to 512 kbps and above which includes 500+ BSNL vSATs, 400+ Airtel vSATs and 200+ Hughes vSATs.

* Bank is in the process to procure BSNL Lease Line/2 Mbps RF/3G/4G to provide higher bandwidth backup link at the remaining 14% locations and replace the existing backup vSATs, To achieve the above, Bank has recently issued Purchase order for 2 Mbps wired/ wireless links at remaining branches from Sify Technologies Ltd and vodafone Idea Ltd.

* Constant monitoring and controls are introduced for maintaining almost 100% uptime during branch working hours. Bank has procured and installed/ commissioned new generation firewall, Web Application firewall at DC & DR to enhance the security. Bank has also procured firewall for third party locations and is in the process to install/ commission the same.

To enhance the state of art network infrastructure Bank has procured and installed Top of Rack (ToR) switches, Server load balancer, Network Behaviour Analysis tool at DC & DR.



* The Internet Banking (INB) facility is capable of catering to 10000 users concurrently. The website uses SSL certificate with extended validation (Ev) and TLS 1.2 protocol for enhanced security.

* New facilities added during 2019-20:

1. Internet Banking is now available in 10 languages including: English, Hindi, Marathi, Punjabi, Gujarati, Bengali, Kannada, Malayalam, Tamil and Telgu.

2. Using INB, customers can open PPF account online.

3. CAPTCHA is introduced in Login Page.

4. Another factor of authentication has been introduced for online password generation for enhanced customer security. Now the INB system asks user to authenticate himself using kYC/ Debit Card/ INB Security question besides the existing OTP on registered mobile number.

5. Customers can now receive OTP through registered E-mail from Internet Banking.

* Internet Banking facility offers a wide range of products and facilities which include online password generation for Retail & Corporate customers, Introduction of multiple 2FA (OTP, GRID, & Digital Signature) options for customers to make transactions using their choice and convenience. Funds transfer, Online Tax Credit view, Utility Bill payments, Online Tax payment for various Govt., Airlines/ Movie ticketing, shopping, temple donations, Prime Ministers National Relief fund donations, Fees collection for various Institutions/ Universities, Govt. e-payments/ receipts, customized account statements in addition to regular statement of account, Online time deposits including NRE/ NRO deposit creation. Online sovereign Gold Bond request through INB, Facility of card control through INB to enable, disable and control limits for cards, NEFT Scheduling, Fund transfer through IMPS, etc.

* Separate group has been created for corporate users to enjoy facility of tax payment. Additional facility of view only Admin launched for RO and Non Officers for enquiry and support purpose, CBDT module has been revamped to facilitate high volume Tax collection through INB, Integration with Rajasthan Payment portal for Online Tax Collection. Integration with Bihar State Treasury Portal (CTMIS) for collection of taxes through INB IRCTC Ticket Booking, e-Freight for on-line Railway Freight booking by corporate customers etc. RTGS/ NEFT facility is also available through Internet Banking and NEFT functionality is currently available 24 X 7 through INB including Bulk upload for Corporate (Non personal) INB customers. The facility of a light weight payment page has been introduced to facilitate faster online transaction processing.

* Bank has deployed entirely new module through Payment aggregator, for tax collection for Odisha, Bihar Govt. and Prime Minister National Relief Fund where customers of more than 40 Banks can pay taxes. Bank has also implemented payment systems for Ministry of Civil Services, Food and other e-PAOs.

* Additional facility of customized statement of account for corporate customers is available. Facility for bulk upload through NEFT is also available under Corporate Internet Banking. Corporate customers can choose various options while availing Internet Banking as per the requirement of customers.

* Corporate customers can now be offered INB with view only, INB with tax & Utility Bill payment only facility in line with the facility already available for personal INB customers.


* Our Bank is integrated with PFMS (Public fund management system) for processing of the Govt. Payments. This system is used to process MGNREGA DBT payments for two states of Madhya Pradesh and Maharashtra, where our Bank is the sponsor Bank for the scheme.

* New interfaces have been developed for the following projects:

• PM kISAN Yojna has been implemented through PFMS where our Bank is acting as the sponsor Bank for Maharashtra State.

• Customisable module for Fee collection using web services for real-time fetching of fee details and updation after successful collection at Branches. This module can be configured to add new institutions at short notice by providing generic APIs for institutions to consume and start fee collection.

• Dept. of Social Justice (DoSJ), Madhya Pradesh pension processing on single click - This is a prestigious project of MP Govt. where 40 Lakh beneficiaries get the pension in one go.

• Dept. of Social Justice Haryana pension processing - This project is aimed at crediting beneficiaries of our Bank through a single file upload.

• Dept. of Gram Panchayat (DoGP) Madhya Pradesh - A facility to upload digitally signed files in Banks system for straight through processing has been provided to DoGP. Additionally the functionality also generates account statements daily and updates the DoGP setup.

• Rajasthan Payment Portal (RPP) - A facility to upload digitally signed files in Banks system for straight through processing has been provided to RPP.

• Sharing of account statements for FCRA accounts held with our Bank. The existing setup of PFMS account validation has been reused to provide Ministry of external affairs the information sought regarding the FCRA accounts maintained with our Bank.

• EvC using Bank account - The facility of Electronic verification (EvC) of Income Tax return filing using account number of the customer has been developed.


A setup to send digitally signed account statement through e-mail to our Bank customers had been implemented. The facility also provides an option to share the infrastructure with other IT projects for signing and dispatching documents automatically to customer e-mail IDs.


Mobile based M-Passbook for customers has been highly rated by our customers in Google play store.


* Loan and NPA Monitoring forms an important part of the Banks regular activities. SMA-NPA Tracker solution has been implemented in our Bank which aims to facilitate the field functionaries and ensures better monitoring of loan portfolio and tracking of their day to day activities. The solution is deployed on centralized server and can be accessed from Mobile Apps, browser of desktop/ laptop/ tablets and phones.

* This product has been awarded as innovative product by Finnoviti-2019 and IBA Awards- 2019.


This is a new initiative by NPCI to address the concerns of Bill payment business. Our Bank has got regulatory licence to participate as an operating Unit under this initiative and same is being implemented. * The BBPS website has been launched successfully and the product is offered through Internet Banking and Mobile Banking.


SMS Banking setup provides account information to the customers with real-time alerts on business transactions carried out by them. Informational SMS alerts are also sent for maintaining control and monitoring by Branch Managers and higher officials to enable them to monitor critical activities of branches for better housekeeping and maintenance of accounts including monitoring of NPA.

10. MIssED CaLL aLErts

* This facility is available to our CASA customers, whereby customers receive SMS regarding balance and last three transactions free of cost by giving missed call to 9555244442 and 9555144441 respectively. Bank is also in receipt of appreciation from Indian Banks Association for this customer initiative.

* The facility has been upgraded to accommodate account balances and mini-statement for multiple accounts of the same account holder.


* Securities and Exchange Board of India has streamlined the existing process of Initial Public offer of shares by companies and introduced a supplementary process called as Application Supported by Blocked Amount (ASBA). We offer ASBA facility to all our customers by which an investor can subscribe to public issues (IPO) through the Bank by authorizing the Bank to block the application from his/ her Bank account and thereafter remit the allotment amount. The facility is also extended to syndicate ASBA and e-IPO.


* Cent Mobile is a Mobile Banking Application of the Bank. Users can access most of the Banking services anywhere anytime through mobile device. Cent Mobile is available for Android and Apple (iOS), Blackberry platforms. It can be downloaded from respective Play Store/ App Store. Pre login options are accessible to all. Post login options can be accessed by customers of our Bank after completing one time registration process.

* The functionalities available through Cent Mobile application as follows:-

Pre Login options:

• Contact details of Central Office/ Zonal/ Regional Offices/ Branches including- office address, phone number, email address, MICR Code, Pin Code, IFSC Code.

• Branch and ATM Locations - mobile handset GPS based list of nearby ATMs or Branches. State, District, Centre or Pin code based pan India search option is also available.

• Map showing distance/ driving directions for ATM/ Branch/ Admin Offices.

• Touch dial to display phone numbers of Branches/ Admin Offices/ Call Centre.

• Link for Corporate website, Official social media pages (Facebook, Twitter), email address.

• Information banners related to products and services of Bank with zoom option.

• Interest rates on Savings and Time Deposit for different maturity periods.

• Interest rates on selected Retail Loan Schemes.

• Touch dial to Missed Call service of Bank for getting Account Balance or last few transactions over SMS (available to Customers registered for this service).

• Real time Notifications/ Alerts regarding new launch/ offers/ modification in schemes etc.

• Search FAQ content based on key words.

• New options provided - BBPS, Deposit calculator, Demo videos, Cent m-Passbook, DigiPay, BHIM Cent UPI, Offers & deals, Government schemes, apply for loan, Security tips and Language selection

Post Login options

account related features: Account Balance Enquiry, Account Details, Mini Statement, Fund transfer to accounts with Central Bank of India, Fund transfer to other bank accounts through NEFT, Fund transfer to other banks through IMPS, Donation to selected Institutions and Open New Time Deposit Account (RDS, FDR and MMDC Accounts).

requests: Card Blocking, Request for Cheque Book, Request for Stop Payment, Request to Revoke Stop Payment, Cheque Status Enquiry, Registration for getting Account Statement over Email and NEFT/IMPS

Status Enquiry.

• Option to submit feedback/ suggestion/rating for Cent Mobile Application.

Bill Payment services: Utility Bill payment, Mobile/ DTH Recharge.

Credit Card services : Central Bank Card related information such as Available Limit, Billed Amount, Unbilled Amount, Last bill summary, Card Statement, Reward Points, Central Card contact details and Central Card Bill payment and Request for blocking Credit Card.

Card Control features

Card Control features have been introduced in Internet Banking, Mobile Banking and CBS for enabling customers to perform the following functions related to Debit/ Credit cards:

i) Debit Card Control

Debit Card Control module introduced in Mobile Banking app enabling customers to perform the following functions through Mobile Banking related to Debit card:

• Temporary suspension of Debit cards.

• Re-activation of suspended Debit cards

• Setting limits of ATM Cash withdrawal and E-Com/ POS purchase of Debit Card for Domestic and International transactions.

ii) Credit card Control

* Credit card Control module incorporated in Cent Mobile application containing the following features:-

• viewing of credit cards

• Temporary suspension of domestic and International credit cards

• Re-activation of suspended domestic & international credit cards

• Setting the E-com and POS monthly transaction limit for Domestic and International credit cards

New features introduced in Mobile Banking application

• Sending OTP through email in addition to SMS on mobile for fund transfer.

• New application design with enhanced User interface and look and feel

* Multi lingual option provided

* UPI option provided through Mobile Banking

* Cent BOT- On line conversational chat assistant

* Bharat Bill Payment System (BBPS)

* Lead Generation- Apply Now

* Prime Minister Social insurance scheme enrolment- PMSBY, PMJJBY, APY

* TDS and Loan Interest Certificate

* Submission of form 15-G/ 15 H My portfolio snapshot


Bank has installed 254 self-service kiosk machines with facilities viz. cash deposit, balance enquiry and 407 Multi-function Kiosks with facilities viz. cash deposit, balance enquiry, mini statement, passbook printing, Cheque deposit and Internet Banking.


BHIM Cent UPI, the Unified Payment application (UPI) of the Bank is available on Play Store/ App Store for Android and iOS with the following features:-

1. Send Money using

a. virtual Payment Address(vPA),

b. Account Number and IFSC

c. Mobile number and MMID d. QR Code

2. Collect Money by sending collect request

3. Creation of Payment address for Bank Accounts

4. Manage Payee

5. Balance enquiry

6. Transaction history

7. Know Transaction status

8. Raise Complaints

9. Generate/ Change MPIN

10. for collect request

11. Approval of collect Request

12. Auto detection of OTP

13. Resending of OTP

14. Hindi Language option for UPI application

15. BHARAT QR to scan and Pay through UPI

16. vPA block option to users for specified period

17. Integration of Bharat QR for merchant payment using UPI

New features introduced in Unified Payment Interface (UPI)

• UPI 2.0 made live as an issuer enabling following features to customer.

* One time mandate creation, Revoke and execution with ASBA functionality.

* Foreign Inward Remittance.

* Access Over-Draft (OD) account as an underline account in UPI

• Implemented mandatory security controls recommended by NPCI

• Restricting Aadhaar based transactions through UPI

• Restricting UPI transactions within the same account

15. BhIM Incentive scheme

* Government of India launched incentive schemes i.e.

a) Referral Bonus schemes for Individuals

b) Cash back scheme for merchants for promoting the usage of digital payments through BHIM UPI is implemented in the Bank.



• Sensing the need of customers, look and feel of the website is undergoing constant change. Website provides apply online facility for Deposit Accounts and information availability of Lockers at Branches etc.

• Facility for online submission of application for MSME loan through the website.

• Grievance can be logged by the customer and can check the status.

• Bank has taken all measures to ensure security on Internet Banking and Banks official website. Security Audit is done on quarterly basis.

• Utility bill Payment link on the website through Cent Smart pay.

• Various Central/ State tax payment links available on the website for convenience of the customers.

• Security tips for the customers (a video presentation)

• Branch/ATM Locator

• Tender Section


• NEFT 24 X 7 has been implemented from 16th December, 2019 as mandated by Reserve Bank of India.

• NEFT & RTGS are under Straight Through Processing (STP) in our Bank.

• Bulk NEFT facility is available to branches to remit funds to multiple beneficiaries at a time.

• NEFT bulk upload through Cheque mode is also provided to Arera Hill Branch (3312) Bhopal for their customer viz. Government treasury A/C.

• RTGS/NEFT facility is also available through Internet Banking System for Retail and Corporate Customers. Two RRBs and 39 Cooperative Banks have also been provided NEFT facility through our Banks Payment Gateway.

• Next Generation RTGS (NG-RTGS) is functional in our Bank since its launch by RBI.

• Next Generation RTGS (NG-RTGS) facility had been extended to 39 sub-members Co-operative Banks of Madhya Pradesh.

• Facility of Collection of funds on basis of Virtual account number has been provided to DDA, Allen Career institute, India Trade Promotion Organization (ITPO), Sai Baba Central School and North Maharashtra University (NMU).


As per RBI guidelines, Cheque Truncation System (CTS) has been successfully implemented at:

• 247 identified Centers for CTS in Southern Grid

• 280 identified Centers for CTS in Northern Grid

• 161 identified Centres in Western Grid


• Bank has established a Call Centre since July 6, 2011 and is functioning smoothly.

• Presently the Call Centre is offering various services like Information on Banks products and services, Information on Branch/ ATM Location, Information on Interest Rates and Services Charges, Balance Enquiry, Transaction Enquiry, Enquiry on Cheque Number, Debit Card Hot-listing, Stop Payment of Cheque, Enquiry on Interest

• Earned/Interest Paid, TDS Enquiry, Transaction Details, Status of Cheque issued or deposited, CD/CC/OD limit and Interest enquiry, Recording of grievances and capturing it in Banks Customer Grievance System for its redressal at an appropriate level. Bank has implemented CRM at Call Centre.

• For convenience of the customers IVR system has been implemented at Call Centre.

• Taking into account the increased expectation of the customers and to reach out to them in a most effective way, a new Call Centre is established. Bank is making outbound calls to create awareness of products offered and making soft recovery calls to SMA borrowers.

• For redundancy of lines for outbound calls to customers for feedback/ guidance, product awareness etc, two links of different service providers have been installed.

• Periodical Trainings to Call Centre executives are being provided by various technical/ operational teams for instant resolution of various queries raised by the customers.

• Bank has upgraded to an advanced Call Centre with more seats and covering more functional areas with new Toll Free Number- 1800221911 with 90 channels.


Bank has set up a Single Data Repository (Data Warehouse), which is a source to provide information/ reports across the Bank besides being a treasure for analytics driven business decisions. This is to ensure consistency in reporting and maintaining single version of truth, providing various Dashboards to Top Management thus enhancing the Decision Support System. Static ALM, Dynamic ALM, Fund Transfer Pricing (FTP), Analytical CRM including Campaign Management and Corporate Performance Management (Planning & Budgeting) modules have been implemented under SDR Project.The project is now under renew / refresh with updated version of SDR/DW. The main outcomes include -

i) Leveraging data and analytics for business outcomes through use-cases.

ii) Improving Customer Experience and touch points through Analytics and Better Campaign Managements

iii) Operational Information on fingertips through Dash Boards catering to various Business Verticals and reports

iv) Better Planning and Budgeting Capabilities both through top down and Bottom up approach available

v) Better Risk Management and Liquidity management through ALM module

vi) Better customer insight, customer retention, value proposition, sales insights etc

vii) Better product design, insights to help formulate policy for the Bank etc.

viii) Consistent reports and Dash boards from a single point of data source

ix) ADF (XBRL) reporting


Capacity building exercise has been done to avoid delays in payment processes due to queue up and introduced multi thread processing to meet timelines. Bank implemented a payment integrator solution viz. IBM Integration Bus (IIB) for effective functioning of various batch processing functionalities like Electronic Clearing System (NECS), Govt. Payments (GEPG), Pension Processing, and EFMS -Account No. Based, Lien Lifting and Transaction processing (source app ASBA), HRMS Integration for payment of salary and other claims of employees, Integration of Inward SWIFT Message (MT103), Co-operative Bank NEFT, Speed Remittance, NGRTGS, CPSMS (Central Planned Scheme Monitoring System)-Digital signature validation, PAN validation (at the time of CIF creation in CBS), E- Remittance (Flash Remittance), Integration of Treasury, RTGS for DDA, Aadhar Based EFMS (Electronic Fund management System), MNREGA Aadhar Seeding, CTS, CMS with core banking System, IMPS, Unified Payment Interface 2.0, khazana, PMJBY, Welfare scheme of various State Governments, E-GRASS, Green PIN, etc.

22. HRMS

• Bank has implemented a State of the Art HRMS solution (CENT SWADARPAN) using Peoplesoft solution of Oracle, covering various functionalities such as Payroll Management, Tour Approval and Claim Processing, Management of LFC, Leave and attendance administration, Employee Information System, Staff Loan Processing, Management of Medical Aid, HRD / Legal Department, Disciplinary Action Division (DAD), Gratuity Management/ Payment, Provident Fund Data Management and Payment, NRW Payment Processing, Allotment of Residential Quarters, Brief case/Newspaper/ Conveyance reimbursement, Reports (Staff Strength, Payroll, Form 16, Leave, Union, Increment Report), Training Management and Manpower Training (MPT), Investment, Promotion Process Request Form, Annual Performance Appraisal Management and related reports, Silver Jubilee Award Reimbursement, Furniture & Fixtures, Transfer of officers, Rent reimbursement facility, VRS, Grievance Management etc. in addition to Manager Self Service, using which approving authorities sanction various claims/ requests of the staff.

* Bank has implemented Performance Management System and Job family allocation through HRMS.

* Bilingual facility is made available in HRMS.

* Bank has also established a DR set up for HRMS.

* Access to HRMS through Android based mobile app has been implemented. Straight Through Processing of various claims like Conveyance, Newspaper, Briefcase reimbursement, Silver Jubliee, Furniture Maintenance etc. has been enabled.


* Bank has a robust in-house Software Development Team which effectively handles software requirements of the Bank thus avoiding outsourcing of software development activities, wherever possible. More than 40 portals have been developed and made live. Many of portals are used for data collection from branches. Major portals which are developed by in-house development team are:

• For staff only—this portal displays the circulars of various departments, manual of instructions, major Policies of the Bank including HR, IT, Information Security, Audit etc.

• MOC Online Reporting—Portal for reporting MOCs issued by auditors in branches.

• Performatrix—Mobile App developed by In-house Development Team, which displays figures of various Business parameters of Branches - Current, last quarter, last FY and previous year. It also shows the growth of digital transactions, Notifications regarding accounts which are NPA, SMA etc. and shows the mobile number of the customer so that branch manager can easily contact the customer.

• Portal for BC Commission Calculation - This portal calculates the Business correspondent commission (Financial Inclusion).

Following In-house developments completed:

• Web portal for CMC reporting

• Portal for Fraud Reporting & Monitoring (Closing Returns)

• Portal for BC Commission Calculation

• Performatrix - IOS Version

• Portal for DRC file generation

• RAROC Calculator

• Web portal for CR Request

• Portal for reporting Unhedged Foreign Currency Exposure ( UFCE) by the Branches

• AEPS Reconciliation

• Portal for SIBC data collection

• Web portal for PMAY

• Portal for Reporting of Surprise visit of Branches by Senior Officials from ZO/ ROs

• Portal for reporting of Branch security details

• Web portal for Review of Stressed Accounts

• Web portal for Dynamic review

• Web portal for marketing force


Bank is sponsoring 2 RRBs with 1174 branches. All the branches are under Core Banking solution. The entire system is revamped to take on the requirement of the Bank. Renewal has been done envisaging expansion of branches and business growth of the RRBs. At present RRB branch network is primarily on BSNL wherever feasibility is there and remaining branches are functioning with VSAT as primary link. Renewal process for August 2020 to September 2025 has been started and consultant has been appointed for the same.

Efforts have been made to implement all technical initiatives of the sponsor Bank and major initiatives are as under:-

• EMV chip based ATM card facility for RRB customers

• SMS alert introduced at RRBs

• Renewal of Biometric Authentication solution for branch CBS users.

• POS facility through Rupay Debit Card

• Comprehensive IS Audit of RRB is completed

• DBTL/ ACH is implemented in all 2 RRBs

• Implementation of Rupay Card transactions through MicroATMs.

• BC OD mapping at BC point

• Implementation of IMPS

• Implementation of E-Commerce

• Renewal of RRB-CBS - Appointing of Consultant

• Aadhar Data Vault

• FI Migration completed

• MMS renewal with M/s.Wipro/Zimbra

• Missed Call Alert facility for Balance Enquiry & mini statement for RRB customers

• Off Site monitoring Alert for RRBs

• Implementation of 24*7 NEFT facility in RRBs


• DBT (Direct Benefit Transfer) - Credits to the accounts of customers who get the subsidy from gas agencies and credits like MNREGA from Government to beneficiary accounts were successfully implemented and our Bank stood 1st among all PSBs during March, 2019 in reduction of DBTL returns.

• FI Terminal ID validation for identification of BC through which transaction happened Aadhaar Authentication menu in CBS with Amend, Delete, Enquiry options Account validation revised format as per the CBDT

• Front end nomination amend screen requirement in PMJJBY and PMSBY schemes enabled

• BC supplementary report and storing failed transaction with reason in CBS customized

Aadhaar Seeding History for knowing the Aadhaar seeding/linking by maker n checker details with customer accounts was customized in CBS UIDH table

^ Up gradation of public unregistered devices to registered devices Implemented

• Reports for payment of commission to BCs for revised commercial from 01/01/2019 ^ SSA Names with Addition/Deletion/Enquiry option in CBS (Parameter Screen)

• GIS (Geographical Information System) Data Updation

^ SHG Transaction with Dual Authentication facility at BC point implemented

& Business conversion from old BC to new BC done

• Enrollment of PMJJBY & PMSBY @ BC point enabled

• Failure Transactions storing in CBS enabled

^ APY Pension amount upgrade n downgrade facility in branches enabled

Enrollment of APY, PMJJBY & PMSBY facility under SSS (Social Security Schemes) in PMJDY OD ACCTS allowed

• Blocking of Financial transactions in NRE Accounts was done.

• Bharat Bill Payment System (BBPS) at BC point was enabled

• Enrollment of PMSBY/PMJBY through SMS/Web was enabled

• Restrictions on AEPS Issuer Transactions to stop split transactions as per NPCI guidelines was implemented

• DBTL Returns- The issue for high number of DBTL returns was rectified

• e-KYC through Biometric and OTP enabled

• Aadhaar seeding and authentication through web facilitated


• The necessary structure for IT Governance has been set up with IT Strategy and Risk Management Committees of the Board in the Bank.

• Board approved IT Policy in place. The IT organizational structure commensurate with the size, scale and nature of business activities carried out by the Bank and the underlying support provided by Information Sytems for the business functions. The broad areas or functions considered for IT organizational structure include Technology and Development, IT Operations, IT Assurance, and Suppy and Resource Management. IT Department is headed by a Top Executive in the Rank of General Manager supported by Dy. General Manager and Asstt. General Managers. Each functional vertical of IT department is headed by suitably experienced and trained senior official.

• The Bank has also adopted Patch Management Policy, Acceptable Use Policy, Anti-Piracy Policy, Electronic Gadget & IT Hardware Disposal Policy, Data Migration Policy for better Management of IT functions.


• Implementation of various advanced security tools and services to safeguard the bank against current and future cyber threats.

• Cyber Security Operation Centre (C-SOC) - Review of alert scenarios on regular basis. Proper and timely closure of incidents/alerts raised. Integration of new systems with C-SOC on continuous basis. 24x7 support and monitoring.

• To ensure periodical security audit of critical infrastructure and applications to identify the vulnerabilities (if any).

• Review of various security policies and compliance of the same where ever applicable.

• Adherence to regulatory guidelines related to information security and cyber security.

• To ensure adequate cyber insurance coverage on continuous basis for critical IT infrastructure of the Bank.

• To ensure proper Incident Management mechanism and cyber crisis management mechanism to mitigate cyber related threats (if any) in the bank.

To ensure continuous compliance with the certification standards for ISO 27001:2013 ISMS and ISO 22301:2012 BCMS certification. Conducting of internal audit as well as external audit by the certification body on yearly basis.

• Evaluation of existing and new information security controls through various measures like participation in Cyber Drills, Red Teaming, and Threat Hunting etc.

• Initiatives on a continuous basis towards better security awareness among staff/customers.


• Bank has enabled 2 Factor Authentication through Biometric Authentication System (BAS) as part of implementation of an additional security measure while login to CBS.

• Bank is upgrading the BAS application with applet less solution.

• All the branches and offices enabled for biometric authentication and all the users with transaction capabilities have been made mandatory to login to CBS through Biometric Authentication


Jeevan Pramaan application for Digital Life Certificate Generation for Pensioners has been installed at all the RO/ ZO/ branches of our Bank. Central Govt/ Defense/ State Govt pensioners can be enrolled for Digital Life Certificate from any ZO/ RO/ Branch Location.

30. LLMS (Loan Lifecycle Management System) - LENDSafe

• Bank is under process to revamp existing loan management system - CLASS into an End-to-End Loan Lifecycle Management system (LLMS)-LENDSafe to seamlessly serve and manage customers through all stages of loan life cycle journey-it will comprise various loan modules viz Retail, Agriculture, MSME, Corporate Credit, Credit Monitoring and NPA Management. The LLMS is envisaged to complete the entire Loan lifecycle journey and will include Lead origination, Lead conversion, Processing of Loan, Decision making, Collateral Management, Collections Management, Credit monitoring and NPA Management as core functions.

• By implementing the automated loan management system, bank intends to achieve cost savings, cut the turnaround time for decisions on all types of loan proposals (including retail, agriculture, micro, small and medium enterprises; and corporate credit) as well as support different loan products/processes, and ensure that the customer experience is truely Digital.

• Moreover the system will also have functionalities to trigger Early warning signals for timely identification of incipient weakness in an account, so that handholding and other measures can be taken to arrest the degradation in asset classification of the account.


Centralised e-TDS Management Solution implemented in October-2015, which facilitates monthly IT challan generation for remittance of TDS and filing IT returns.


Cash Management System implemented in January-2015, which facilitates corporate customers to manage liquidity, account balances, payments and other Cash Management functions. The application has two main modules viz. Payments and Collections.


AMLOCK application implemented in June, 2015, which facilitates generation of the mandatory reports (daily/ monthly) like STR, CTR, NTR, CCR and CBWTR, which are being filed with FIU-IND (Financial Intelligence Unit - India).


• Implementation of Integrated Risk Management System (IRMS)

• Implementation of Fraud Risk Management System (FRMS)

• Digitalisation of documents with implementation of Document Management System (DMS).

• Mail Messaging System

• Implementation of Digital signature for Corporate INB customers

• Regularization of usage of licensed products like Microsoft Office

• Implementation of OTP as a second factor of Authentication for Debit Cards.

• Wide usage of Video Conferencing facility, which is made available on Banks corporate network, Internet & iPads

• All regulatory compliance requirements that came up during the period.

• Off-site Monitoring - 90 alerts have already been provided to Audit department for

• Off-site monitoring.


• SWIFT is used for cross-border Transactions only. Forex Branches transact in SWIFT whenever a cross-currency transaction comes. Standard Messaging system where message is sent/ received through SWIFT platform and settlement happens at NOSTRO/ VOSTRO account level. Various Type of SWIFT Messages each for different purpose.

• SWIFT is enabled in 72 branches in our Bank for cross border remittances. SWIFT system can be accessed only from Whitelisted PCs at these 72 branches.

• Access of SWIFT application can only be taken from whitelisted IPs using 2 factor authentication by Identified Whitelisted Users only.

• Interface with Trade Finance application, Treasury application and CBS application established for outgoing messages using IBM Message Queuing.

• 6 eye principle is implemented for all SWIFT transactions. In addition 8-eye principle is implemented for transaction more than 500000 USD and equivalent currency.

• SWIFT Alliance version upgraded to mandatory patch SAA7.4.


New Trade Finance Module (Fx-24) was implemented in April-2018 in place of Exim Bill Module

Salient Features

• Web based solution and hence available to all branches of our bank.

• Complete integration with Export Data Processing Management System (EDPMS) of Reserve Bank of India. Due to this, Bank could achieve 76% compliance in EDPMS reporting against the RBI stipulated compliance of 70%.

• Complete integration with Import Data Processing Management System (IDPMS) of Reserve Bank of India.

• Compliance with Master Directions of Reserve Bank of India with regard to Imports and Exports

• Compliance with Customer Information Facility Number (CIF) de-duplication.

• Facility to part discount export bills/ part payment of import bills

• Using Cross currency forward contracts in all the modules (Outward remittance, inward remittance, Export and Import transactions).

• All Important reports available in PDF/ Excel format to all users.

• Utilization of combination of ready, forward and card rates in a single transaction.

• Double authorization for financial transactions of Rupee equivalent of 10,00,000 and above.

• Foreign Inward Remittance certificate (FIRC) printing.

• Interest equalization based on 416 permitted HS codes of DGFT/ RBI (both for Pre-shipment and Post shipment),

• Offsite monitoring alerts (16 alerts) are generated and provided to Audit department for monitoring.

• Functionality for advance payment against exports/ imports

• Amortization of LC/ BG commission was automated. Branches used to calculate and vouch LC/ BG commission manually on quarterly basis earlier.

• SWIFT integration completed as per SR 2018 changes.

• LC/BG periodical commission recovery enabled.

Along with the Trade finance module, Bank has also implemented Supply Chain Finance module in Corporate Finance

Branch, Chennai for corporate customers.


New Pension System has been implemented since March-2018. Centralized processing of payments of all types of pensions is enabled in the system. Scanning and storage of PPOs has been made available in the system. Benefits for pensioners are as unders* Easy capturing of life certificates for the pensioners who can visit any of the branch for the purpose.

• Integration with Jeevan Praman for smooth submission of life certificates.

SMS to pensioners on pension/ arrear/ DA arrear/ commutation/ gratuity and other payments.

• Storage and retrieval of scanned images of PPOs for easy access and safe keeping.

• Easy and accurate calculation of pension amounts. Facility of processing and payment of family and split pensions.

• Pension pay slip generation for payments made to pensioners.

• Pension Payslip by Email implemented.

TDS Implemented

• Incorporation of pensioners PPO number in the narration of Passbook implemented.

38. "Project DISHA" - Analytics-Based Business Transformation Program

In order to Take new Business Transformation initiatives in Retail, Agriculture, MSME Credit, Fee Based Income through CASA for propelling Business Growth and to reinvent the Business Processes for better efficiency and sustainability, Bank has taken initiatives under "Project DISHA". This will be build on analytical capabilities and Digital Tools with robust Risk mitigation measures in the Change processes.

audit and inspection

Branches of the Bank are subjected to Risk Based Internal Audit (RBIA) through Internal Auditors and Risk Rating is awarded to each branch as per Composite Risk Matrix. Accordingly out of total 4648 branches, 4552 Branches were subjected to RBIA & Branches were rated in FY 2019-20. Overall there were 3420 branches placed under Medium Risk Rating, 1149 branches with Low Risk Rating, 79 branches with High Risk Rating as on 31.03.2020. No branch of the Bank is rated under Very High/ Extremely High Risk category.

During FY 2019-20, 31 Regional Offices, 10 Zonal Offices and 19 Central Office Departments and 02 subsidiaries were subjected to Management Audit.

As on 31.03.2020, 849 General Branches/ 23 SSBs/49 CCPCs/4 CO Depts. totalling 925 branches/depts. were covered under Concurrent Audit by the firms of Chartered Accountants/Bank officials. All 7 Corporate Finance branches and 7 SAM branches are under concurrent audit by Banks own official of Senior Management Grade. Around 56.35% of total business of the Bank and 66.71% of aggregate advances as of 30.09.2019 are covered under Concurrent Audit. Concurrent audit assignment was awarded to 818 Chartered accountant Firms, out of which 403 firms are RBI Category I, 254 are category II, 123 are category III and 38 are RBI Category IV firms.

Bank conducts annual revenue checking exercise from 1st March to 10th March every year through firms of chartered Accountants, Internal Auditors and other officials to ensure booking of legitimate income in the books of Bank.

In compliance to RBI directives, Legal Audit in 520 eligible accounts has been carried out during 01.04.2019 to 31.12.2019 and re-verification of title deeds was done with relevant authorities.

Bank ensures strict compliance culture at branches through periodic inspections and audits. Bank also conducts Compliance Audit on random basis to ensure correctness of audit compliance submitted by auditee branches. During FY 2019-20, 1013 branches were subjected to compliance audit.

Bank is also under Offsite Monitoring system to monitor the transactions at branches, above the threshold limits fixed under various scenarios. Presently alerts are generated on 89 scenarios.

Reconciliation of swift messages of AD branches is being done through Concurrent auditors.

Bank also conducts KYC compliance audits in addition to coverage in regular audits.


• As on 31st March 2020, Bank has network of 4,651 branches, 3642 ATMs, 10 satellite offices and 1 Extension Counter. Bank is having pan India presence covering all 28 States, 7 out of 8 Union Territories and NCT Delhi, 574 District Head Quarters and 642 Districts out of 739 districts in the country.

• During F.Y 2019-20, Bank undertaken Organisational Restructuring Plan "SANKALP" for better geographical reach, control and monitoring of the Operations of the Branches.

• As per the revised structure, three Zones namely Hyderabad, Raipur & Guwahati were merged with Chennai, Bhopal & Kolkata respectively to have 10 Zones in place of 13 and established 31 New Regional offices taking the total number of Regions to 90.

• The Bank has converted 49 Centralised Retail Credit Processing Centres (Back offices) into 49 Centralised Retail Credit Processing Branches (Banking outlets) to provide single window services to Retail credit customers

• The Bank has received required approvals from the regulator for establishment of 20 Centralised Agricultural Credit Processing Centres and 50 Centralised MSME Credit processing Centres to standardise and boost Agricultural & MSME credit portfolio of the Bank. These Centres will be established and made functional during F.Y 2020-21.

• The Bank has merged/ closed 63 unviable/ loss making branches under Branch Rationalisation.


• Banks expanded modernized Call Centre is providing out bound call Facility for promotion of products / reminders to customers regarding overdue in their loan accounts etc., in addition to inbound call facility to resolve the enquiries / complaints of the customers.

• The call Centre operations are upgraded to provide total of 31 services to the callers as against 32 bench marked services under EASE.2.0 guidelines of Govt., of India.

• The upgraded call Centre is now handling 25 functionalities as against 26 bench marked functionalities as per guidelines of EASE 2.0

• The Call centre is also providing services in 10 Regional Languages apart from Hindi & English

• The Door step banking facility is available to Senior Citizens, visually blind & differently abled customers through Call Centre.

• VIP complaints are separately being handled through call centres and are being redressed within 24 hours

• The customers can now request for Debit Freeze of their account through Call Centre

• The Pensioners are followed up for submission of annual life certificate through Call Centre.

• The Customers can make online subscription for Sovereign Gold Bonds through Net Banking & Mobile Banking.

Online PPF account opening facility provided to customers through net banking & mobile banking.

• New pension software - GBM-Pension Module has been introduced to improve speed, accuracy and security in pension processing system; it will provide SMS to pensioners regarding details of payment and prompt revisionary benefits.

As per Road Map for Banking Reforms of GOI, the revised simplified Account opening forms (CIF and AOF - Personal / Individual) have been introduced for the ease of customers.

• SMSs are being sent to customers prior to debit of clearing Cheques. In case of disputed Cheques, customer to contact Home- Branch or Call Centre on 1800221911.

• Banking Facility for Senior Citizens and Differently Abled Persons:

We have walked an extra mile by introducing Door Step Banking Services for physically challenged and Senior Citizens customers. To begin with we are extending following Services at reasonable service charges:

1. Pick up of Cash and instrument against receipt for credit to account,

2. Delivery of Cash against withdrawal from the account,

3. Delivery of Demand Drafts,

4. Submission of Know Your Customer (KYC) documents and collection of life certificate from the premises/ residence of such customers,

5. form no 15 H,

6. other Basic Bank Service e.g. delivery of cheque Book.

These services will be rendered within the radius from 3 KM area of the Home Branch at nominal Service charges.

• Now Customers can open accounts under Small Saving Schemes like PPF/Senior Citizen Saving Scheme /Sukanya Samriddhi Accounts in any of the branch of their choice.

• Complaints of the customers are resolved promptly; disposal time has been reduced to five days.

• Task of CKYCR for customers on boarded from 01.01.2017 are being done on priority.


The special achievements of Rajbhasha Deptt in the Financial Year 2019-20 are as under:

Every Year Bank is organizing Rajbhasha Sammelan on All India basis. In the financial Year 2019-2020 Bank has organized such 10th Rajbhasha Seminar on 9th & 10th January, 2020 at Mumbai, which is inaugurated by Governor of Maharashtra, Respected Mr. Bhagat Singh Koshiyari.

• During financial year, Government of India, Home Ministry, Rajbhasha Department and various Town Hall Official Language Implementation Committees (TOLICs) have given 26 awards / prizes out of which 17 are first prizes.

• Bank has successfully published its in-house Magazine "Centralite" for last 74 years and Central-Manthan, Hindi InHouse Magazine for last 6 years.

• Ensuring use of Hindi & Other Regional Languages in Pass-Book, Mobile Banking, Digital Banking and Statements etc. with the help of DIT.

• For Motivating Hindi, our various Zones and Regions situated in all India are also publishing 48 E-Magazines and preference is given to Regional Languages also.

Inspection of various offices were done by Parliamentary Committee on Rajbhasha. All the Committees appreciated the implementation of Rajbhasha in our Bank. Parliamentary Committee on Evidence and Draft also appreciated the performance of TOLICs under our Banks Co-ordination.

• During Vigilance Week Bank has organized 359 Seminars, 1156 Gramsabha with co-ordination of Rajbhasha Cell on pan India basis.


• New Vertical of Marketing Dept. has been set up at Regional and Central office level.

At Central office level, Marketing Vertical Consists of :

1) Marketing Dept.

2) Corporate Communication Dept.

3) Public Relation Dept.

4) Social Media


• Marketing Portal has been developed for the use of Marketing officer as well as Admin offices to Punch and monitoring of Leads.

• Marketing Team focuses mainly on CASA, MSME and RETAIL Loans.

• A special Campaign named "Leap in Leap-2020" was conducted by Marketing Dept. and mobilized leads to the tune of 610 Crore.

• The department mobilized 13577 number of leads to the tune of 2688 Crore of which 9048 leads were converted into business to the tune of 972 Crore as on March 2020.

Corporate Communication & Public Relations :

• It continued to be our endeavor this year to make consistent efforts with thrust on Low cost advertising to generate public awareness about our products & services through print, electronic, outdoor and other mass communication vehicles, to sustain and enhance our brand image while adopting go green measures and to augment the business of our Bank with active engagement of field staff. For enhancement of visibility on pan India basis various publicity activities such as branding on Traffic Barricades, No Parking Boards, Police Booth, Wall Painting, Auto Rickshaw, Bus, Train, Shikaras, Catamarans branding etc. were done in addition to the sponsorship of Local Sports/Yatras/Events/Kisan Camps/ Conferences at the field level. To support these activities Local Cable, FM Radio, Mobile App. Some important activities are as follows:

• 109th Foundation Day was celebrated by Regional offices, Zonal offices and Central Office on 21st December 2019 with great enthusiasm. It was organized and managed by our Department at CO Level.

• Banks ad through Radio Jingle for 12 Days on Retail products viz. Home Loan, Personal Loan, Gold Loan, Vehicle Loan etc. on the occasion of Diwali aired on 92.7 Big FM at 46 Stations across India .

• Sponsorship given to CBI recreation club for participation of our banks team in Harwood League - Mumbai for Cricket, Kabaddi and Football season.

• Central Bank depressed class Employees welfare Organization-Mumbai majority (Regd.) for distribution of food packets and water and display of banners on 5th & 6th Dec 2019 on the occasion iof the death anniversary of Great Leader Bharat Ratna Dr. Baba Sahab Ambedkar at Chaitya Bhumi, Shivaji Park,Dadar.

• 70th Constitution Day program was organized by zones and central office as per guidlines of the Government of India.

• Printing and Supply of Diaries & Calendars 2020 has been completed by the department in time.

• Neck Tie with new design of corporate look was got prepared and supplied to Executives, Branch Managers and all officers of Scale IV and above.

• Lapel pin and cufflinks were got newly designed for Executives.

• Sponsorship to India SME Business Summit organized in Mumbai through MMZO

• Banks Ad through TV ticker at 77 Passport Seva Kendra across India through MMZO

• Sponsorship for Marathi Bhasha Diwas through MMZO

• Banks sponsorship for Annual celebration of Vasantotsav by Acharya Jialal Vasant Sangeet Niketan through MMZO

• Bill Board at ST Depot near Thane Railway Station and Traffic Barricade publicity through MMZO

• Sponsorship of 5 Mega Events organized by Pasbaan -E -Adab Trust through MMZO

• Banks ad at Traffic Police Booth in Thane (32 Displays) through MMZO

Banks ad at Ajmeri Gate Signage in New Delhi through Delhi Zone.

Arch Gate display on the occasion of Ganapati Maghi Ganeshn Jayanti Utsav at Mumbai through MMZO • Banks participation in 39th India-International Trade fair-2019 through Delhi Zone • Banks Ad on Standee at Ahmedabad Domestic Airport Ahmedabad Zone

• Title Sponsorship of IRIS-2019 Annual Festival of IIM Indore through Bhopal Zone.

• Associate sponsorship for 93rd Annual Music festival to be conducted by The Music Academy, Madras through Chennai Zone.

Sponsorship of RUSH and Farewell 2020 at IIM Ranchi through Patna Zone

• Banks ad on exterior Train display in Kerala Sampark Kranti (Train No.12217 & 12218) -Total 38 Panels in 19 Coaches through Chandigadh Zone.

• Banks Branding behind 160 Seats, 12 Displays inside for 2 Catamarans (From Gateway of India to Mandva- Alibaug) through MMZO.

• Sponsorship for the First Cycle Polo League-2019 of India in Jaipur through Delhi zone.

• Time to time CCD has been receiving proposals from the various depts. of Central Office for advertising in News papers as per statutory requirements viz.

• Tender Notices, Appointments, Publishing of Banks Results and the same have been executed in time.

• Released Press Releases which are received from various department.

• Arranged Press Meet and Analyst Meet at the time of announcing Quarterly Financial Result and different important occasions.

National Unity Day and Constitution Day were celebrated at our bank in befitting manner.

Coordinated for protocol duties for our top management and various government/ RBI officials/ directors visiting Mumbai.

• Coordinated for Board cum managing committee meetings with our Board secretariat and Security / transport department.

• Coordinated for Annual general body meeting of our bank with MBD department.

Coordinated for all parliamentary committee meetings in Mumbai for our Bank.

Social Media :

• Central Bank of India is using Facebook and Twitter platform for marketing & branding, customer awareness and responding customer comments/queries.

• Bank had launched Special Home Loan lead generation campaign Social Media platform (Facebook) and received 6859 leads through this campaign.


1] Systemic Improvement:

During the year the following systemic improvements were undertaken:

a) System Improvement in CBS-Set Hold/Lien Functionality.

b) Improvements in Generation of Exception Reports-

c) Improvements in Document Maintenance in CBS system.

d) For effective monitoring improvements in Supplementary Checking E-verification of Vouchers [e-VOV] .

2] Vigilance Awareness Week 2019:

As per the directives received from CVC, "Vigilance Awareness Week 2019 " was observed by bank from 28.10.2019 to 02.11.2019 in the right spirit and in line with this years theme "Integrity - A way of life ". On 29.10.19 pledge was administered to the staff working at various departments of Central office. Similar functions were also arranged at all the 10 Zonal Offices, 90 Regional Offices and all 4600 Branches of the bank and 2 Regional Rural Banks sponsored by our Bank.

Our Bank provided hyperlink for the Integrity Pledge to CVCs website to enable customers and staff to take e-pledge.

Bank has sent 4.86 million SMS to customers thereby providing hyperlink to CVC site to take Integrity Pledge during the Vigilance Awareness Week.

Mass pledge was administered to customers, as well as general public in the Rural and Semi Urban areas where technical issues were faced for taking e-pledge. Bank was successful in uploading a total of 2.14 lakh Mass Pledges in the CVC site.

An all India online Quiz Competition covering issues relating to Preventive Vigilance was organized exclusively for the staff of our bank wherein the participation was overwhelming and 118 candidates were awarded prizes in this competition.

About 14.91 lakh pamphlets on preventive vigilance activities were distributed all over India by our Bank as well as through RRBs.

Bank has conducted 194 workshops/sensitization programmes, for the employees, relatives and other stake holders on policies/procedures of the organization and preventive vigilance measures.

As per directives of CVC, Bank has also conducted debates, elocution competitions, slogan writing, poster making, lectures etc. which were organized at 154 schools and 57 colleges wherein 28000 students participated at 9 specified centres viz. Patna, Siliguri, Jabalpur, Ahmedabad, Nasik, Pimpri, Chinchwad, Greater Mumbai, Thane & Navi Mumbai to create awareness for promoting integrity and eradicating corruption.

The town hall meetings for public/Customers/staff were arranged at various places and Special Invitees from Judiciary, CVC, CBI, Police dept, Colleges etc have attended our programmes and addressed the gathering.

Bank has conducted 3953 Gram Sabhas throughout the country at Rural and Semi Urban centers to create awareness among general public about need for promoting integrity and eradicating corruption from our Society wherein about 3.54 lac people attended.

About 17000 banners/posters were displayed at various places at branches, petrol pumps, Railway Stations etc. across the country. 7210 Customer Grievance Redressal Camps were organized by various branches all over India. Radio Jingles on FM Channels at 29 centers across were relayed throughout the Vigilance Awareness Week. The message of Vigilance Awareness was also spread through Facebook, Twitter as well as You tube. The message of CVC was displayed on our Visual Display Units in our branches, Facebook and Twitter pages of our Bank.

Various events like Human Chain, Walkathon, Road show, Nukkad Natak were organized at various places.

human resource development

1. manpower:

At the end of March-2020, the staff strength of the Bank stood at 33481 as against 35675 in the previous year. The category-wise break-up of staff is given below:

Category March-18 March-19 March-20
Officers 17166 16868 16563
Clerks 12300 11766 10356
Sub-staff 7377 7041 6562
Grand Total 36843 35675 33481


(i) Donation to Chief Ministers Relief Fund- Odisha

In a way of expressing our concern and solidarity with the affected people of Odisha, due to cyclone "Fani" in May 2019, our Staff members donated by way of encashment of 1 day Privilege leave towards Chief Ministers Relief Fund - Odisha.

(ii) Relief loan to employees affected by Cyclone Fani in the State of Odisha

To enable our staff members working /staying in Odisha to overcome the difficult situation due to cyclone Fani, our bank has given Relief loan to staff members at concessional rate.

(iii) Donation to Prime Ministers National Relief Fund (PMNRF)

Our Staff members have contributed generously by way of encashment of one days Privilege leave towards Prime Ministers National Relief Fund (PMNRF) to help victims of devastating floods during July-August 2019 in the states of Maharashtra, Gujarat, Karnataka, Kerala, Himachal Pradesh & Uttarakhand.

(iv) Payment of Bonus For The Financial Year 2018-19

Bonus for the year 2018-19 i.e., from 1st April, 2018 to 31st March, 2019 @ 8.33% of the Salary/Wage to all the eligible employees with the maximum of Rs.7000/- has been paid.

(v) Group Medical Insurance Coverage For Employees:

Group Medical Insurance for employees has been renewed for the period 1st October 2019 up to 30th September 2020

• Group Health Insurance Policy For Retirees

The Retirees Group Health Insurance Policy is renewed for the period 1st November, 2019 upto 31st October, 2020.

• staff welfare schemes in the Bank

For the F.Y.2019-20, the Bank had the under mentioned three Staff Welfare Schemes

(a) Scheme for Relief to the family of employees who die in harness.

(b) Holiday Homes and Transit Homes -At present there are 7 functional Holiday Homes.

(c) Provision of Medical facilities to staff - Salary to existing part-time doctor and Cost of Medicine.

(d) Canteen subsidy facility for staff

S1 staff Loans

Quantum of loan in case of House Building Advance to staff for purchase/construction of house and the quantum of Vehicle loan to staff for purchase of Motor car & Motor cycle /scooter, has been enhanced

• Norms for Transfer of Officers(Mainstream/Specialist) AND Career Path-cum-Promotion Policy for Officers (Mainstream/Specialist)

Staff friendly Norms for Transfer of Officers (Mainstream/Specialist) in scale I to III AND the Career Path-cum -Promotion Policy for officers, was reviewed and approved by the Board.


As per the approved Training Plan, Training Calendar was prepared for the year 2019-20 and priority has been given to training on Credit (Retail, MSME and Agriculture), Recovery, Forex, Risk Management and Behavioral aspects.

All Training Colleges and ZSTCs have conducted Training Programme as per the Training calendar.(Exception - Regular training programs in the month of March 2020 were cancelled, as staff/faculties of ZSTCs/Training Colleges has been deputed to ZOs due to COVID 19 Pandemic). Details of training activities at our Training Colleges and ZSTCs as well as External Institutes are given hereunder:

& Status of Staff Trained during the Financial Year (as on 31.03.2020):

Total strength Trained till March-2020 % Covered till March-2020
Officers 16563 14789 89.29
Award Staff 16918 9168 54.19
Total 33481 23957 71.55
Grand Total 36843 35675 33481

Special Training initiatives taken during the year 2019-20 are as under:-

• 28 Executives have attended "Certified program on IT and Cyber Security" at SPBT College Mumbai in the month of August 2019, conducted by NIBM-Pune.

• 53 officers attended workshop on EASE at SPBTC Mumbai in two batches, in the month of September, 2019 conducted by NIBM-Pune.

• Customised Management Development Program has been arranged for Executives of the Bank at IIM Indore. Total 143 Executives (9-GMs, 48-DGMs, 9-SRMs and 77-RMs) have attended the captioned program.

• Newly identified 189 Marketing officers have attended special training program on Marketing in 7 batches throughout the year at SPBTC Mumbai conducted by Infinite Myriaads Pvt. Ltd.

• 22 running modules on E-learning are available in E-learning portal managed by SPBT College.

During the year 2019-20, 1388 Programs including Class room, Locational, Special Training were conducted covering 23420 participants and 89781 man days by three training colleges and 15 Centers of Learning & Development. Apart from these 537 Officers in various scales were nominated for specialized training programme conducted by external training agencies like NIBM, CAB, IDBP, BIRD, IIBF, ASCI, Infinite Myriaads Pvt. Ltd and IDRBT etc.


The promotional exercise has been made more motivating and as a corporate goal, it has been resolved to hold the promotion processes as far as possible for all scales/categories. Accordingly, during the year 2019-20 inter-scale and inter-cadre promotion processes were conducted and employees /officers were elevated to higher cadre/scale, out of which 105 sub-staff were promoted to clerical cadre, 774 clerks were promoted to Scale-I officers and 1374 officers were elevated to higher grade/scale.


• The Bank has implemented guidelines/ instructions received from Govt. of India/ Indian Banks Association on Reservation Policy and concessions/relaxations are extended to SCs/STs/OBCs/PWDs and EXSM as admissible in the Reservation policy.

• Smt. Maya Chintamn Ivnate, Honble member, National Commission for Scheduled Tribes, New Delhi visited Chennai on 12.02.2020 and discussed the issues of Scheduled Tribes with representatives of All India Central Bank SC/ST/OBC Employees Federation/Association and the Bank Management.


The Industrial Relations during the year remained generally cordial.


• Bank is having total 3845 POS/mPOS Terminal Installed as March 31, 2020.

• Cumulative Registered users for Net Banking, Mobile Banking and UPI as on March 31, 2020 are 52.23 Lakhs, 24.89Lakhs and 5.76 Lakhs respectively.

• POS/ECom transactions during FY2019-20 are on an average of 2.10 lakhs per day.

• Mobile Banking transactions during FY2019-20 are on average of 0.22 lakhs per day

• UPI transactions during FY2019-20 are on average of 10.10 lakhs per day

• IMPS transactions during FY2019-20 are on average 1.86 lakhs per day.

Internet Banking transactions during FY2019-20 are on average of 1.88 lakhs per day


Total number of ATMs as on 31st March 2020 is 3642.

• Cash Replenishment by Bank staff is being done for 1612 ATMs.

• 3350 Branches have been linked with ATM as on 31st March 2020.

64.14% of the Banks ATMs are located in Rural & Semi-Urban areas.

Average ATM Uptime during the year is around 90%.

• Active debit cards as on 31.03.2020 is 2.40Crore.

• Implementation of Green PIN generation through ATM, Mobile and Internet Banking to do away with physical printing of ATM PIN has been the most important eco-friendly and tech-friendly step.


• Bank has its own Credit Card as well as Co-branded Card with SBI Card.

• Bank has collaborated with SBI card for issuance of Co-Branded Credit Cards for delightful Credit Card experience for our customers. Management and Operational issue of Co-branded Card is done by SBI Card.

Co-branded Card issuance has started since October 2019 and issuance of Standalone cards is discontinued.

• The Bank has Central Bank Credit Card base of 87470 & Prepaid Card base of 399387 as on 31st March 2020.

• 24517 Co-branded Cards were issued till March 31st 2020

• Dedicated Web Portal is available for its existing Credit card as well as weblink is provided for co-branded Credit Card. • Credit Card functionality is also available on Mobile Banking App of Bank.

Way Forward - Initiatives under Implementation which will increase the digital footprints.

• Online Mandate implementation on NACH platform using Net banking/Debit Cards.

Revamped Look and Feel of Net Banking.

Net-Banking Integration with various aggregators including Angel Broking limited for real time funds transfer in trading account.

Issuance of FAST tag to our customer.

• Utility payments under Mobile Banking.

• Debit card EMI facility to our customers at certain highly reputed merchant outlets.

Enablement of Debit card payment option for Online Payment for Govt. Undertaking/Organizations such as CBDT, IRCTC etc in addition to existing Net Banking payment option.

• Implementation of Interoperable Card less cash withdrawal (ICCW) from ATM using UPI.

• Implementation of Standing Instruction (SI) Hub for our customers to manage ( create, modify, change ) their mandates through cards (Credit/Debit)

Subsidiaries and joint ventures


Net Owned funds stood at Rs.122.60 Crore as on 31st March 2020. During the year the total advances of the company stood at Rs.1230.65 Crore in 31st March, 2020 as against Rs. 1270.72 Crore as on 31st March, 2019.

• The retails deposits and institutional deposits stood at Rs.469.99 Crore in 31st March 2020 as against Rs. 486.60 Crore in 31st March 2019.

• The Net Profit of the Company stood at Rs. 10.23 Crore for full year 2019-20 as against Rs. 16.28 Crore, for full year 2018-19.

Earnings per Share are Rs.4.09 (10 per share) [Previous Year Rs.6.51].

• Gross NPA stands at Rs.49.92 Crore in 31st March 2020 as against Rs.27.97 Crore in 31st March 2019.

• Net NPA to Net Advances is at 2.34% as on 31st March 2020.

• Return on Assets is 0.78% [Previous year 1.26%].

• CAR works out at 20.01% as on 31st March 2020.


AS AT 31 MARCH, 2020

Particulars Note No. As at 31st March 2020 As at 31st March 2019
Rs. In Lakhs Rs. In Lakhs
1 shareholders funds
(a) Share capital 2 2,500.00 2,500.00
(b) Reserves and surplus 3 10,229.75 9,207.09
12,729.75 11,707.09
2 Non-current liabilities
(a) Long-term borrowings 4 60,951.30 79,258.76
(b) Deferred tax liabilities 3a 1,047.50 1,250.88
(c) Long-term provisions 5 2,415.25 1,376.85
64,414.05 81,886.49
3 Current liabilities
(a) Short-term borrowings 6 36,352.73 31,163.24
(b) Trade payables - -
(b) Other current liabilities 7 15,394.07 14,657.22
(c) Short-term provisions 8 99.52 597.52
51,846.32 46,417.98
total 128,990.12 140,011.56
B AssETs
1 Non-current assets
(a) Fixed assets
(i) Tangible assets 9 58.07 61.60
(b) Non-current investments 10 2,724.05 2,976.04
(c) Long-term loans and advances 11 105,086.44 106,346.63
(d) Other Non-current assets 12 272.91 329.23
108,141.47 109,713.50
2 Current assets
(a) Cash and cash equivalents 13 2,277.00 8,739.85
(b) Short-term loans and advances 14 18,042.51 21,037.69
(c) Other current assets 15 529.14 520.52
20,848.65 30,298.06
total 128,990.12 140,011.56



Particulars Note No. For the year ended 31st March 2020 For the year ended 31st March 2019
Rs. In Lakhs Rs. In Lakhs
A income
1 Revenue from operations 16 14,184.58 13,910.49
2 Other income 17 24.13 174.63
3 Total revenue (1+2) 14,208.71 14,085.12
B Expenses
4 (a) Employee benefits expense 18 839.32 844.80
5 (b) Finance costs 19 9,896.84 9,532.74
6 (c) Depreciation and amortisation expense 9 20.35 20.36
7 (d) Other expenses 20 880.43 1,024.27
8 (e) Provision for Standard Assets 21 175.26 -82.49
9 (f) Provisons for Doubtful Debts 840.21 185.98
10 (g) Writen off 0.00 37.57
11 Total expenses (4+5+6+7+8+9+10) 12,652.41 11,563.22
C Profit before tax and extraordinary items (3-11) 1,556.30 2,521.90
D Extraordinary items
Add:- Extraordinary Item 22 0 0
Less:-Prior period adjustements 21.79 120.34
E Profit/(Loss) before tax (C-D) 1,534.51 2,401.56
F Tax expense:
(a) Current year tax expense 655.67 624.31
(b) Provision for tax of previous years 59.55 0.00
(c) Deferred tax Liabilities/ (Assets) of current year other than d above -322.53 -6.44
(d) Deferred tax liability on special reserves of current Year 119.15 156.08
511.84 773.95
G Profit from continuing operations (E-F) 1,022.67 1,627.61
H Profit for the year 1,022.67 1,627.61
Cent Bank home Finance Limited
I Earnings per share (of Rs.10/- each):
(a) Basic 4.09 6.51
(b) Diluted 4.09 6.51


• Centbank Financial Services Limited is essentially providing Trusteeship Services including Debenture/Security Trustee, Executor Trustee and Managing Charitable Trusts etc.

• The Company is registered with SEBI to undertake Debenture Trusteeship activities.

Financial update:

• The company earned a Net Profit after Tax of Rs.1.45 crore for the year ended 31st March 2020 against Net Profit of Rs.2.70 crore for the previous year ended 31st March, 2019.

& Segment-wise earnings:

(Amounts in Rupees)

Particulars FY 2019-20 FY 2018-19
Fees from Executor Trusteeship 49,37,199 43,24,805
Fees from Debenture & Security Trusteeship 1,07,89,735 2,70,82,673
Other income (Interest, Dividend, etc) 2,43,05,867 2,51,22,941
Total 4,00,32,801 5,65,30,419

• EPS is Rs.290.03 for FY 2019-20 as against Rs.541.41 for the FY 2018-19.


(Amounts in Rupees)
Particulars Note No. As at 31st March 2020 As at 31st March 2019
(1) Shareholders Funds
(a) Share Capital 1 5,00,00,000 5,00,00,000
(b) Reserves and Surplus 2 31,75,16,192 32,71,25,844
(2) Non-Current Liabilities
(a) Other long term liabilities 3 60,35,188 60,35,188
(b) Long-term provisions 4 3,83,250 4,51,355
(3) Current Liabilities
(a) Other current liabilities 5 5,16,34,346 4,38,61,641
(b) Short-term Provisions 6 1,52,679 1,74,279
total 42,57,21,655 42,76,48,307
ii. assets
(1) Non-Current Assets
(a) Fixed Assets 7
(i) Tangible Assets 1,64,848 1,87,307
(ii) Intangible Assets 2,08,975 2,08,975
(b) Non-current Investments 8 1,50,03,000 1,50,03,000
(c) Deferred tax assets (net) 9 56,15,818 60,23,003
(d) Other non-current assets 10 6,05,41,365 14,09,29,065
(2) Current Assets
(a) Trade Receivables 11 17,19,851 15,24,049
(b) Cash and cash equivalents 12 32,03,92,686 24,30,04,907
(c) Short-term loans and advances 13 2,20,75,112 2,07,68,001
total 42,57,21,655 42,76,48,307


(Amounts in Rupees)
Particulars Note No. For the year ended 31st march 2020 For the year ended 31st march 2019
Revenue from Operations 14 1,57,26,934 3,14,07,478
Other Income 15 2,43,05,867 2,51,22,941
I. Total Income 4,00,32,801 5,65,30,419
Operating & Administrative Expenses 16 79,75,749 80,96,498
Employee Benefit Expenses 17 1,07,91,886 1,11,30,817
Depreciation and Amortisation Expenses 18 22,460 1,52,458
II. Total Expenses 1,87,90,095 1,93,79,773
III. Profit/(Loss) before tax ( I- II) 2,12,42,706 3,71,50,646
Iv. Tax expense:
(1) Current tax 55,04,300 1,04,28,930
(2) Deferred tax 4,07,186 (3,48,639)
(3) Prior year tax expense 8,29,813 -
67,41,299 1,00,80,291
V. Profit(Loss) for the period ( III-IV) 1,45,01,407 2,70,70,355
vI. Earnings per share
Equity shares of par value of Rs.1000/- each
(a) Basic 290.03 541.41
(a) Diluted 290.03 541.41

iii. INDo-ZAMBIA Bank Ltd

- The Banks Joint Venture in Zambia is promoted jointly by Government of Republic of Zambia and three Indian banks viz. Central Bank of India, Bank of Baroda and Bank of India. While each of the 3 Indian banks holds 20% equity, Industrial Development Corporation (IDC) (Investment Company wholly owned by Government of Republic of Zambia) is holding balance 40% equity on behalf of Government of Republic of Zambia.

• Banks financial year is calendar year.

• The Bank has been performing well in all parameters and is presently the sixth largest bank in Zambia.

• As at the end of December 2019, our Bank is holding total 8,32,00,000 shares of Kwacha 1 each value.

- Deposits of the Bank have increased by 16.92% and advances have increased by 7.52% over the previous year.

- Bank has made net profit of Kwacha 178.41 million (89.43 Crore) for the calendar year 2019.

We have received dividend of Rs.5.89 Crore from Indo Zambia Bank for the Year 2019

iv. Regional rural Banks :

We have 2 RR Bs as on 31st March 2020 in 2 states covering 23 districts with a network of 1174 branches.


(Amount in crore)
Name of RRBs with its Ho & state No. of Dist. & Branches Total Deposits Total Advance Gross NPA Net Profit
Uttar Bihar GB. Muzaffarpur (Bihar) 18/1032 16699.09 8392.70 1913.87 - 401.59
Uttarbanga Kshetriya GB. Coochbehar (WB) 5/142 3296.40 1974.58 131.98 3.05
Total 23/1174 19995.49 10367.28 2045.85


• CSR is the continuing commitment by business to contribute to economic development while improving the quality of life of the workforce and their families as well as of the community and society at large.

It is our continuing commitment to donate under CSR through the organization/Trust working for poor, downtrodden people of society for their upliftment for education, health, natural calamities and overall social welfare of the society.

• CSR Budget for the financial year 2019-20 was NIL as the Bank had incurred loss during the financial year 2018-19.


• The Bank has been qualified for Warriors of Winning Wednesday campaign in August, October and November 2019.

• The Bank has been awarded winning shield in campaign MAKER OF EXCELLENCE-3, organised for Executive Directors, by enrolling 50000 APY as against target of 30000.

• In Rise above Rest, the Bank has received 3 shields as award of excellence and 20 certificate of excellence.

• LDM Amravati is qualified in Citizen Choice campaign


(2019-20) (CBRC)

I. Central Bank of India Football Team

1) Our Bank team Won the Finals Match and was Awarded with the Champions Winners Trophy in the All India Late Capt. Pratap Singh Memorial Invitational football Tournament 2019-20 at Amarpatan dist. Satna Madhya Pradesh.

2) Our Bank Team entered the Finals of the Reformation Cup Football Tournament 2019-20 in Mumbai and was Awarded with the Runners Up Trophy and also The Fair Play Trophy.

II. Central Bank of India Hockey team

Our young Hockey Team Won the Champions/Winners Trophies and gained the number one position in the 1st Division Mumbai Hockey League Tournament 2019 conducted by BHA in Mumbai. Our bank team achieved an Elevation to the Prestigious Sr, Division level in Mumbai.

III. Central Bank of India Kabaddi team

Our young Kabaddi Team entered the Finals of The Prestigious Thane Mayor State Level Invitational Kabaddi Tournament 2019-20 in Mumbai and was awarded with the Runners Up Trophy.

Iv. Central Bank of India Cricket team

Our Cricket team entered various levels in the prestigious Times Shield and Bank Shield tournaments conducted by MCA for the season 2019-20 in Mumbai.