15

DIRECTORS’ REPORT 2015-16During FY’16, the Bank has crossed several landmarks i.e., `. 9.65 lakh crore Global Business, `. 8.50 lakh crore Domestic Business, `. 5.50 lakh crore Global Deposits, `. 4.00 lakh crore Net Advances, `. 2.00 lakh crore CASA Deposits and `. 12,000 crore Operating Profi t.

The Bank’s Global Business reached `.9.65 lakh crore as at end of March’16 refl ecting a growth of 9.5% on yearly basis. The Bank’s International Business stood at the level of `.1,12,123 crore, recording a YoY growth of 11.2%. While the Global Deposits of the Bank at `.5.53 lakh crore grew by 10.3%, Net Advances recorded growth of 8.4% to reach `.4.12 lakh crore as on 31st March 2016.

In terms of Bottom-line parameters, the Bank’s Operating Profi t increased from `. 11,955 crore as at 31st March’15 to `. 12,216 crore as at 31st March’16. In terms of key ratios, Domestic Net Interest Margin at 2.95% for the year ended March’16 remained one of the highest amongst nationalized banks during the period under consideration. Further, the CRAR of the Bank at 11.28% stood above the prescribed regulatory requirement.

In this backdrop, your Directors take pleasure in placing the Bank’s Annual Report for 2015-16 along with its audited annual fi nancial statements.

OUR PERFORMANCE

A. FINANCIAL HIGHLIGHTS

A.1. BALANCE SHEET(` crore)

31st Mar’15 31st Mar’16 Growth (%)Total Business 881913 965377 9.5Total Deposits 501379 553051 10.3Net Advances 380534 412326 8.4

A.2. PROFIT (` crore)

Parameters Mar'15 Mar’16 (%) Operating Profi t 11955 12216 2.2Provisions 8893 16192 82.1Net Profi t/Loss 3062 -3974 -

A.3. KEY RATIOS (%)

Particulars FY’15 FY’16Cost of Funds 5.14 4.93Yield on Funds 8.00 7.28Global Net Interest Margin 3.15 2.60Domestic Net Interest Margin 3.55 2.95Return on Assets 0.53 Negative Cost to Income Ratio 46.74 44.94

funs'kd fjiksVZ 2015&16foÙkh; o"kZ 2016 ds nkSjku cSad us dbZ dhfrZeku ikj fd, tSls% `.9-65 yk[k djksM+ dk oSf'od dkjksckj] `.8-50 yk[k djksM+ dk ?kjsyw dkjksckj] `.5-50 yk[k djksM+ dh oSf'od tekjkf'k;ka] `.4-00 yk[k djksM+ ds fuoy vfxze] `.2-00 yk[k djksM+ dh dklk tekjkf'k;ka vkSj `.12000 djksM+ dk ifjpkyu ykHkA

cSad dk oSf'od dkjksckj okf"kZd vkèkkj ij 9-5» dh of¼ n'kkZrs gq, ekpZ 2016 ds var rd `.9-65 yk• djksM+ ij igqap x;kA cSad dk varjkZ"Vªh; dkjksckj 11-2» dh lqn<+ o"kZ&nj&o"kZ of¼ ntZ djrs gq, ekpZ 2016 ds var esa .1]12]123 djksM+ ds Lrj ij igqap x;kA tgk¡ .5-53 yk• djksM+ ij jgh cSad dh oSf'od tekjkf'k;ksa esa 10-3» dh of¼ gqbZ] fuoy vfxze 8-4» dh of¼ ntZ djrs gq, 31 ekpZ 2016 ij `.4-12 yk• djksM+ rd igqap x,A

ykHkçnrk ekunaMksa ds lanHkZ esa] cSad dk ifjpkyu ykHk 31 ekpZ 2015 ds `.11]955 djksM+ ls c<+dj 31 ekpZ 2016 ij `.12]216 djksM+ gks x;kA çeq• vuqikrksa ds lanHkZ esa] ekpZ 2016 esa lekIr foÙkh; o"kZ ds fy, 2-95» dk ?kjsyw 'kq¼ C;kt ekftZu fopkjkèkhu vofèk ds nkSjku jk"Vªh;Ñr cSadksa ds chp lokZfèkd esa ls ,d cuk jgkA lkFk gh] 11-28» ij cSad dk lhvkj,vkj fuèkkZfjr fofu;ked vko';drkvksa ls Åij jgkA

bl i"BHkwfe esa] vkids funs'kdx.k 2015&16 ds ys•kijhf{kr okf"kZd foÙkh; fooj.k lfgr cSad dh okf"kZd fjiksVZ vkids le{k lg"kZ çL rqr dj jgs gSaA

gekjk çn'kZu

,- foÙkh; fof'k"Vrk,¡

,-1 rqyu i=k

(`.djksM+)

fooj.k 31 ekpZ 2015 31 ekpZ 2016 o`f¼ (»)dqy dkjksckj 881913 965377 9.5dqy tekjkf'k;ka 501379 553051 10.3fuoy vfxze 380534 412326 8.4

,-2- ykHk (`. djksM+)

ekunaM ekpZ 2015 ekpZ 2016 o`f¼ (»)ifjpkyu ykHk 11955 12216 2.2çkoèkku 8893 16192 82.1fuoy ykHk@gkfu 3062 -3974 -

,-3 çeq• vuqikr (»)

fooj.k fo o*15 fo o*16

fufèk;ksa dh ykxr 5.14 4.93fufèk;ksa ij çfriQy 8.00 7.28Xykscy 'kq¼ C;kt ekftZu 3.15 2.60?kjsyw 'kq¼ C;kt ekftZu 3.55 2.95vkfLr;ksa ij izfriQy 0.53 ½.kkRed

ykxr vk; vuqikr 46.74 44.94

16

B. OPERATIONAL HIGHLIGHTS

The Bank implemented a new strategic approach named ●‘Indradhanush’ which charts the seven key reform areas for the Bank so as to adapt, evolve and thrive in the face of increased competition in the Indian banking space. These seven areas are People Development, Increase CASA & Retail Business, Improve CD Ratio through Credit Growth, NPA Management, Improve customer service, Digital PNB and Increase Income & Control Expenditure. The Bank made a signifi cant progress in these areas.

Towards People Development, the Bank has launched ●new Mobile App based e-Learning Platform named ‘PNB Univ’. It is available on all major Mobile Platforms, besides web based access through Desktop or Laptop to provide a quick access to quality curriculum and high quality training 24x7 right on the palm top.

To unleash the full potential of the newly recruited ●young, energetic and tech-savvy employees, the Bank has initiated an On-boarding & Mentoring Program titled “PNB Navodaya”. This program will help to channelize employees’ energies towards the Bank’s development and transform them into brand ambassadors for the business growth and organizational goal.

To ensure a consistently superior customer experience ●and to better align with changing customers’ expectations, the Bank launched slew of innovative digital products and solutions which are as follows:

'PNB ATM Assist': Unique App enabling the customer not only to locate PNB’s ATM but also to lodge complaints related to ATMs.

'PNB MobiEase': Mobile app to provide single touch banking.

‘PNB Sleep Easy’: To disable and re-enable Internet Banking and Mobile Banking password.

‘Green PIN’: To enable customers obtain duplicate PIN for debit card instantly through SMS request.

Online PPF and RD account opening facility.

Online booking of locker facility anywhere in India through the corporate website.

The Bank has also introduced the facility to register for Mobile Banking through vast network of over 9000 ATMs.

The Bank registered its presence on the social networking sites i.e., Twitter and LinkedIn, with an aim of strengthening “Brand PNB” on social media and to engage with customers in a cost effi cient manner.

ch- ifjpkyukRed fof'k"Vrk,¡

cSad us ● ^baæèkuq"k* uked ,d u, j.kuhfrd n`f"Vdks.k dk dk;kZUo;u fd;k gS tks Hkkjrh; cSafdax ifjn`'; esa c<+ jgh çfrLièkkZ ds vuqdwy cuus] bldk lkeuk djus vkSj blesa liQy gksus gsrq cSad ds fy, lkr çeq• lqèkkj {ks=kksa dk [kkdk cukrk gSA ;s lkr {ks=k gSa & O;fÙkQ fodkl] dklk o •qnjk dkjksckj o`f¼] ½.k o`f¼ ds ekè;e ls lhMh vuqikr esa lqèkkj] ,uih, çcaèku] xzkgd lsok esa lqèkkj] fMftVy ih,uch rFkk vk; esa o`f¼ o O;; ij fu;a=k.kA cSad us bu {ks=kksa esa mYys•uh; çxfr dh gSA

O;fÙkQ fodkl dh fn'kk esa cSad us ● ^ih,uch ;wfuo* uked ,d u, eksckby ,fIyds'ku vkèkkfjr bZ&yfuZax IysViQkeZ dk vkjaHk fd;k gSA MsLdVkWi ;k ySiVkWi ds ekè;e ls osc vkèkkfjr vfHkxe ds vfrfjÙkQ ;g lHkh çeq• eksckby IysViQkeks± ij miyCèk gS vkSj xq.koÙkkiw.kZ ikBÔØe ,oa mPp xq.koÙkk okys çf'k{k.k gsrq 24x7 miyCèkrk okyh Rofjr igq¡p lhèkk ike VkWi ij miyCèk djkrh gSA

;qok] ÅtkZoku vkSj rduhdh&çseh uofu;qÙkQ deZpkfj;ksa dh iwjh ●{kerk dk ykHk mBkus ds fy, cSad us ^ih,uch uoksn;* uked KkuçkfIr rFkk ijke'kZ dk;ZØe vkjaHk fd;k gSA ;g dk;ZØe deZpkfj;ksa dks O;olk; ds fodkl vkSj laxBukRed y{; ds czkaM ,acslMj esa cnyus vkSj budh ÅtkZ dks cSad ds fodkl dh fn'kk esa ys tkus esa lgk;rk djsxkA

lrr csgrj xzkgd vuqHko lqfuf'pr djus vkSj xzkgdksa dh cnyrh ●vis{kkvksa ds lkFk csgrj rkyesy cukus ds fy,] cSad us dbZ vfHkuo fMftVy mRiknksa vkSj lekèkkuksa dk 'kqHkkjaHk fd;k tks fuEuor gSa%

^ih,uch , Vh,e vflLV*% ,d vuks•h ,si tks ih,uch dk ,Vh,e <wa<us ds lkFk&lkFk ,Vh,e lacaèkh f'kdk;rsa ntZ djkus esa xzkgd dh lgk;rk djrh gSA

^ih,uch ekschbZt*% ,d gh Vp ij cSafdax miyCèk djkus okyh eksckby ,siA

^ih,uch Lyhi bZth*% baVjusV cSafdax ,oa eksckby cSafdax ikloMZ fuf"Ø; vkSj iqu% lfØ; djus gsrq eksckby ,siA

^xzhu fiu*% ,l,e,l vuqjksèk ds ekè;e ls MsfcV dkMZ ds fy, MqIyhdsV fiu rqjar çkIr djus esa xzkgdksa dh lgk;rk gsrq lqfoèkkA

vkWuykbu ihih,iQ o vkjMh •krk •ksyus dh lqfoèkkA

dkWikZsjsV osclkbV ds ekè;e ls Hkkjr esa dgha Hkh ykWdj dh vkWuykbu cqfdax lqfoèkkA

cSad us 9000 ls vf/d ,Vh,e ds fo'kky usVodZ ds ekè;e ls eksckby cSafdax gsrq iathdj.k dh lqfoèkk dk vkjaHk Hkh fd;k gSA

cSad us lks'ky ehfM;k ij ^czkaM ih,uch* dks etcwr djus vkSj ykxr çHkkoh <ax ls xzkgdksa ds lkFk laidZ cukus ds mís'; ls lks'ky usVofdZax lkbVksa ;Fkk fV~oVj vkSj fyaDMbu ij viuh mifLFkfr ntZ djkbZA

17

To improve operational processes, the Bank has ●successfully migrated the CBS Data Base from M9000 servers to new Sparc Super Cluster (M6-32) servers. Owing to this, the Bank has become the fi rst bank in India to implement 4 node active RAC (Real Application Cluster) setup.

The Bank is in process of introducing ● ‘PNB Unifi ed Payments Interface (UPI)’ which will allow fund transfer via. Mobile App, link all accounts including those opened with other banks for making transactions and facilitate merchants to pull the transactions through Mobile App as an alternate POS & cash transfer

To improve the recovery, the Bank has created a ● ‘War Room’ at Head Offi ce wherein round the clock NPA monitoring is undertaken in a systematic manner.

To provide card based transactions services, Micro ● ATMs have been introduced at Business Correspondent locations. The Bank has become the fi rst bank in the banking industry to start cash deposit through Micro ATMs.

To spread fi nancial awareness across the length and breadth ●of the country, the Bank fl agged off ‘Vitiya Jan Chetna Abhiyan’. This program will also emphasize on creating awareness about the Pradhan Mantri Jan Dhan Yojana, Atal Pension Yojana, Mudra Loans, Pradhan Mantri Jeewan Jyoti Yojana and Pradhan Mantri Jan Suraksha Yojana.

For women development, the Bank has formulated new ●schemes i.e., PNB Vanita fi nancing scheme, PNB PoWer Savings and Mahila Kaushal Vikas Yojna.

During FY’16, the Bank has inaugurated 32 ● ‘Akshaya’ branches, managed exclusively by women for the women customers only.

The Ministry of Finance, Government of India, has ●declared PNB as the fi rst among all banks in deposit mobilized through Pradhan Mantri Jan Dhan Yojana (PMJDY) accounts.

C. ASSET QUALITY

The Bank’s Gross NPA stood at `.55,818 crore in FY’16 (FY’15 = `.25,695 crore) and the Net NPA stood at `.35,423 crore in FY’16 (FY’15= `.15,396 crore). In terms of ratios, Gross NPA ratio stood at 12.90% in FY’16 (FY’15= 6.55%) and Net NPA ratio stood at 8.61% in FY’16 (FY’15=4.06%).

The accumulation of stressed assets remained a concern for the Bank. The Bank initiated various measures to arrest the incremental delinquencies and fresh slippages to improve the quality of assets. In all NPAs, account-specifi c resolution strategies were implemented and progress was monitored regularly. Daily progress of recovery in NPAs (outstanding `.10 lakh and above) was monitored and placed before Top Management. Further, compromise/negotiated settlements through one-to-one meeting with borrowers was adopted as another vital strategy to tackle NPAs. The Bank also had 17 Asset Recovery Management Branches (ARMBs) which function exclusively for resolving NPAs.

ifjpkyukRed çfØ;kvksa esa lqèkkj djus ds fy,] cSad us lhch,l ●MsVkcsl dks M9000 loZj ls u, LikdZ lqij DyLVj (M6-32) loZjksa esa liQyrkiwoZd LFkkukarfjr dj fy;k gSA bl dkj.k ls] gekjk cSad 4 uksM vkj,lh (okLrfod vuqç;ksx DyLVj) O;oLFkk ykxw djus okyk Hkkjr dk loZçFke cSad cu x;k gSA

cSad us ● ^ih,uch ,dhÑr Hkqxrku baVjiQsl (;wihvkbZ)* dks 'kq: djus dh izfd;k esa gS tks eksckby ,si ds ekè;e ls iQaM VªkaliQj djus] ysunsu djus gsrq vU; cSadksa ds lkFk •ksys x, •krksa lfgr lHkh •krksa dks fyad djus vkSj O;kikfj;ksa dks ihvks,l o udnh gLrkarj.k ds ,d fodYi ds :i esa eksckby ,fIyds'ku ds ekè;e ls ysunsu iqy djus dh lqfoèkk nsrk gSA

olwyh esa lqèkkj ykus gsrq cSad us izèkku dk;kZy; esa ● ^okWj :e* cuk, gSa ftuesa ,uih, dh O;ofLFkr <ax ls pkSchl ?kaVs fuxjkuh dh tkrh gSA

dkMZ vkèkkfjr ysunsu lsok,a miyCèk djkus ds fy,] dkjksckj çfr fu fèk ●LFkkuksa ij ekbØks ,Vh,e 'kq: fd, x, gSaA cSafdax m|ksx esa gekjk cSad ,slk igyk cSad cu x;k gS ftlus ekbØks ,Vh,e ds ekè;e ls udn tek lqfoèkk dk vkjaHk fd;k gSA

ns'k ds dksus&dksus esa foÙkh; tkx:drk ds çlkj ds fy,] cSad us ●^foÙkh; tu psruk vfHk;ku* dk vkjaHk fd;k gSA ;g dk;ZØe çèkkuea=kh tu èku ;kstuk] vVy isa'ku ;kstuk] eqæk ½.k] çèkkuea=kh thou T;ksfr chek ;kstuk vkSj çèkkuea=kh lqj{kk chek ;kstuk ds ckjs esa tkx:drk iSnk djus ij Hkh tksj nsxkA

efgyk fodkl ds fy,] cSad us ● ih,uch ofurk foÙkiks"k.k ;kstuk] ih,uch ikWoj lsfoaXl vkSj efgyk dkS'ky fodkl ;kstuk tSlh dbZ ubZ ;kstuk,a rS;kj dh gSaA

foÙkh; o"kZ 2016 ds nkSjku cSad us 32 ^ ● v{k;k* 'kk•kvksa dk mn~?kkVu fd;k ftudk çcaèk fo'kq¼ :i ls efgykvksa }kjk vkSj dsoy efgyk xzkgdksa ds fy, fd;k tkrk gSA

foÙk ea=kky;] Hkkjr ljdkj us çèkkuea=kh tu èku ;kstuk (ih,etsMhokbZ) ●•krksa ds ekè;e ls tqVkbZ xbZ tekjkf'k;ksa esa lHkh cSadksa ds chp ih,uch dks loZJs"B ?kksf"kr fd;k gSA

lh- vkfLr xq.koÙkk

foÙkh; o"kZ* 2016 esa ldy ,uih, `.55]818 (foÙkh; o"kZ* 2015 = .25]695 djksM+) jgk ,oa foÙkh; o"kZ 2016 esa fuoy ,uih, `.35]423 (foÙkh; o"kZ* 2015 = `.15]396 djksM+) jgkA vuqikrksa ds lanHkZ esa foÙkh; o"kZ* 16 esa ldy ,uih, vuqikr 12-90% (foÙkh; o"kZ* 15=6-55%) jgk rFkk foÙkh; o"kZ* 16 esa fuoy ,uih, vuqikr 8-61% (foÙkh; o"kZ*15=4-06%) jgkA

nckoxzLr vkfLr;ksa dk c<+rs tkuk cSad ds fy, fpark dk fo"k; cuk jgkA cSad us vkfLr;ksa dh xq.koÙkk esa lqèkkj ykus gsrq c<+rs cdk;ksa vkSj rktk fLyist ij jksd yxkus ds fy, fofHkUu mik; fd,A lHkh vutZd vkfLr;ksa (,uih,) esa •krk&fof'k"V lekèkku dk;Zuhfr;ksa dks ykxw fd;k x;k vkSj çxfr dh fu;fer :i ls fuxjkuh dh xbZA ,uih, (`.10 yk• o vfèkd cdk;k okys) esa olwyh dh nSfud çxfr ij utj j•h xbZ vkSj bldks 'kh"kZ çcaèku ds le{k çLrqr fd;k tkrk jgkA lkFk gh] ,uih, ls fuiVus ds fy, ½f.k;ksa ds lkFk oS;fÙkQd cSBdksa ds ekè;e ls le>kSrk@ckrphr }kjk fuiVkuksa dks vU; egRoiw.kZ j.kuhfr ds :i esa viuk;k x;kA cSad esa 17 vkfLr olwyh çcaèku 'kk•k,a (,vkj,ech) Hkh gSa tks fo'ks"k :i ls ,uih, ds lekèkku gsrq dk;Zjr gSaA

18

Initiatives taken during FY’16:

During FY’16, two mega sale campaigns were organized ●in which residential, industrial and other miscellaneous categories of properties were put to sale with wide publicity. This increased the number of sales and led to substantial recovery during the year.

The Bank has taken initiative to streamline the entire ●process of SARFAESI action. During FY’16, rigorous follow up was done by ensuring timely action and main stress was given in taking physical possession of the Immovable Properties (IPs) either with the help of supporting agency or by moving application before the DMM/CMM. This has resulted into increase in the percentage of properties under physical possession of the Bank, thereby, leading to more auctions under Mega Sale Campaigns.

During FY’16, another option available to tackle the ●rising level of NPAs was utilized by putting some diffi cult accounts for sale to ARCs. As a result, 15 accounts with outstanding of `.1835 crore was sold to ARCs.

Concerted follow up was also made with the Circle ●Offi ce/FGMOs for having dialogue with the borrower and guarantors which has resulted into higher number of settlement during FY’16 vis-a-vis FY’15.

The Bank also took initiative for identifying Wilful ●Defaulters and according to Reserve Bank of India guideline, notices were issued to various borrowers who were found to have committed an act of Wilful Default. As a result, during FY’16, 904 borrowers were fi nally declared as Wilful Defaulters.

During FY’16, in 6898 Rin Mukti Shivirs, cash recovery of ●`. 742.98 crore was obtained from 1,16,825 accounts and upgradation of 49,702 accounts with balance outstanding of `.1224.50 crore. Thus, NPAs of `.1967.48 crore were resolved in these shivirs.

OTS was marketed as a product for faster resolution of ●NPAs and OTS in 84104 accounts was approved. Through well defi ned recovery policy .854.93 crore were recovered in approved OTS cases through negotiated settlements.

Due to the above highlighted initiatives and concerted ●follow-up for recovery and upgradation, the Bank recovered `. 4724.58 crore in accounts slipped during FY’16.

NPA accounts as on 31.03.15 with aggregate outstanding ● of `.1381.66 crore were upgraded to Standard category. Total cash recoveries in NPA accounts amounted to `.4261.88 crore. During FY’16, the Bank recovered `.2296.95 crore out of the accounts earlier written off (Including Technical Write off).

D. INDUSTRIAL RESTRUCTURING

The Standard Restructured Advances of the Bank has come down from `.38,315 crore for FY’15 to `.20,144 crore for FY’16

foÙkh; o"kZ 2016 ds nkSjku dh xbZ igy%

foÙkh; o"kZ 2016 ds nkSjku nks esxk fcØh vfHk;ku vk;ksftr fd, ●x, ftuesa vkoklh;] vkS|ksfxd ,oa vU; fofHkUu Jsf.k;ksa dh laifÙk;ka O;kid çpkj ds lkFk fcØh gsrq j•h xbZaA blls fcØh dh la[;k esa o`f¼ gqbZ vkSj o"kZ ds nkSjku i;kZIr olwyh gks ldhA

cSad us ljiQslh dkjZokbZ dh iwjh çfØ;k dks dkjxj cukus dh igy ●dh gSA foÙkh; o"kZ 2016 ds nkSjku le; ij dkjZokbZ lqfuf'pr djrs gq, xgu iQkWyks&vi fd;k x;k vkSj lgk;d ,tsalh dh lgk;rk çkIr dj vFkok Mh,e,e@lh,e,e ds le{k vkosnu dj vpy laifÙk;ksa dk HkkSfrd dCtk ysus ij fo'ks"k cy fn;k x;kA blds ifj.kkeLo#i] cSad ds HkkSfrd dCts esa vkus okyh laifÙk;ksa ds çfr'kr esa o`f¼ gqbZ ftlls esxk fcØh vfHk;ku ds rgr vfèkd laifÙk;ksa dh uhykeh dh tk ldhA

foÙkh; o"kZ 2016 ds nkSjku ,uih, ds c<+rs Lrj ls fuiVus gsrq ●eqf'dy •krksa dh fcØh ,vkjlh dks djus ds ,d vkSj miyCèk fodYi dk mi;ksx fd;k x;kA blds ifj.kkeLo#i] `.1835 djksM+ cdk;k ds 15 •krksa dh fcØh ,vkjlh dks dj nh xbZA

½f.k;ksa ,oa tekurnkjksa ls ckrphr djus gsrq eaMy dk;kZy;@,iQth,evks ●ds lkFk Hkh xgu iQkWyks&vi fd;k x;k ftlds ifj.kkeLo#i foÙkh; o"kZ 15 dh rqyuk esa foÙkh; o"kZ 16 ds nkSjku vfèkd fuiVku fd, tk ldsA

cSad us bjknru pwddrkZvksa dh igpku djus dh igy Hkh dh vkSj ●vkjchvkbZ fn'kkfunZs'kksa ds vuqlkj bjknru pwd djus okys fofHkUu ½f.k;ksa dks uksfVl tkjh fd, x,A blds ifj.kkeLo#i] foÙkh; o"kZ 2016 ds nkSjku 904 ½f.k;ksa dks varr% bjknru pwddrkZ ?kksf"kr fd;k x;kA

foR rh; o"kZ 2016 ds nkSjku] 6898 ½.k eqfÙkQ f'kfojksa esa 116825 ●•krksa ls . 742-98 djksM+ dh udn olwyh dh xbZ rFkk . 1224-50 djksM+ dh cdk;k jkf'k ds 49702 •krksa dk mU u;u fd;k x;kA bl çdkj bu f'kfojksa esa `.1967-48 djksM+ ds ,uih, dk lekèkku fd;k x;k A

vksVh,l dks ,uih, ds rhoz lek/ku ds mR ikn ds :i esa çpkfjr ●fd;k x;k vkSj 84104 •krksa esa vksVh,l vuqeksfnr fd;k x;kA lqifjHkkf"kr ,uih, uhfr ds ekè ;e ls `.854-93 djksM+ dh le>kSrk okrkZ }kjk vuqeksfnr vksVh,l ekeyksa esa olwyh dh xbZA

mijksD r mfYyf•r igyksa vkSj olwyh rFkk mU u;u ds fy, l?ku ●vuqorhZ dkjZokbZ ds dkj.k cSad us foÙkh; o"kZ 16 ds nkSjku ,uih, gq, •krksa esa `.4724-58 djksM+ dh olwyh dhA

fnukad 31-3-2015 dks ● `.1381-66 djksM+ dh dqy cdk;k jkf'k ds ,uih, •krksa dk ekud Js.kh esa mU u;u fd;k x;kA ,uih, •krksa esa `.4261-88 djksM+ dh dqy udn olwyh dh xbZA foR rh; o"kZ 2016 ds nkSjku] igys fd, x, vifyf•r •krksa esa ls (rduhdh viys•u lfgr) `.2296-95 djksM+ dh cSad us olwyh dhA

Mh- vkS|ksfxd iquxZBu

cSad dh ekud iquZxfBr vfxze foÙkh; o"kZ*2015 `.38]315 djksM+ ls ?kVdj foÙkh; o"kZ*2016 esa `.20]144 djksM+ gks x,A

19

a) Industrial Rehabilitation

The Bank continued its efforts towards rehabilitation of potentially viable sick units to provide the much needed relief to industrial sector by debt restructuring. The Bank has been assigned the role of ‘Operating Agency’ of Board for Industrial and Financial Reconstruction (BIFR) in number of accounts. During FY’16, Draft Rehabilitation Scheme (DRS) were formulated by the Bank as ‘Operating Agency’ of BIFR in four accounts and the Bank has also implemented rehabilitation package in one case sanctioned by BIFR during FY’16.

b) Corporate Debt Restructuring (CDR)

To ensure timely restructuring of the debt of viable corporates availing credit facilities under consortium /multiple banking, a transparent mechanism is formed under CDR system. During FY’16, one account with outstanding of `. 38.38 crore was restructured under CDR. Out of 84 restructured accounts, PNB has been assigned the role of Monitoring Institution in 18 accounts.

c) Debt Restructuring Mechanism for Small & Medium Enterprises

The Bank has already adopted Debt Restructuring Mechanism for Small & Medium Enterprises (DRM for SMEs) on the lines of CDR since FY’06. During FY’16, the Bank restructured 17 accounts with aggregate outstanding of `. 247.10 crore.

d) Restructuring-Others

The Bank has also put in place a transparent mechanism for restructuring of debts of potentially viable units, which are facing temporary problems due to factors beyond their control even for cases which cannot be covered under BIFR/ CDR/DRM for SMEs. During FY’16, 19 accounts involving `.1002.56 crore were restructured/rescheduled under this category.

E. DIGITALIZATION: TOWARDS ‘DIGITAL PNB’

The Bank undertook several initiatives in its continued efforts to provide better, prompt and effi cient services to the customers. These initiatives were a step towards cash less society and paperless banking.

E.1 Alternative Delivery Channels

a) Internet Banking: The Bank has been providing Internet Banking Services with following variants viz., Retail Internet Banking and Corporate Internet Banking. The Internet Banking Customers of the Bank reached 47 lakh as on 31st March 2016. The Bank also updated its Internet Banking Services during FY’16 which are given as under:

Revamped Corporate Internet Banking Module, making it more simple and easy to use.

Launched ‘ PNB Sleep-easy’ to block/unblock

d) vkS|ksfxd iquokZl

cSad us ½.k iquxZBu }kjk vkS|ksfxd {ks=k gsrq vR;ko';d jkgr çnku djus ds fy, laHkkfor O;ogk;Z chekj bdkb;ksa ds iquokZl dh fn'kk esa vius ç;kl tkjh j•sA cSad dks dbZ •krksa esa chvkbZ,iQvkj dh ^vkWijsfVax ,tsalh* dh Hkwfedk lkSaih xbZ gSA foÙkh; o"kZ 2016 ds nkSjku] vkS|ksfxd ,oa foÙkh; iquZxBu gsrq cksMZ dh vkWijsfVax ,tsalh* ds :i esa cSad }kjk 4 •krksa esa çk:i iquokZl ;kstuk (Mhvkj,l) rS;kj dh xbZA foÙkh; o"kZ 2016 ds nkSjku cSad us chvkbZ,iQvkj }kjk eatwj fd, x, ,d ekeys esa iquokZl iSdst Hkh ykxw fd;kA

•) dkWikZsjsV ½.k iquxZBu (lhMhvkj)

la?k@cgq cSafdax ds rgr ½.k lqfoèkkvksa dk ykHk çkIr dj jgs O;ogk;Z dkWikZsjsV~l ds ½.k dk le; ij iquxZBu lqfuf'pr djus ds fy,] lhMhvkj ç.kkyh ds rgr ,d ikjn'khZ ra=k cuk;k x;k gSA foÙkh; o"kZ 2016 ds nkSjku] lhMhvkj ds rgr `.38-38 djksM+ cdk;k okys 1 •krs dk iquxZBu fd;k x;kA 84 iquxZfBr •krksa esa ls] 18 •krksa esa ih,uch dks fuxjkuh laLFkk dh Hkwfedk lkSaih xbZ gSA

x) y?kq ,oa eè;e m|eksa gsrq ½.k iquxZBu ra=k

cSad us foÙkh; o"kZ*06 ls gh lhMhvkj dh rtZ ij y?kq vkSj eè;e m|eksa gsrq ½.k iquxZBu ra=k (,l,ebZ gsrq Mhvkj,e) dks viuk;k gqvk gSA foÙkh; o"kZ 2016 ds nkSjku] cSad }kjk `.247-10 djksM+ dh dqy cdk;k jkf'k ds 17 •krksa dk iquxZBu fd;k x;kA

?k) iquxZBu&vU;

cSad }kjk mu laHkkfor O;ogk;Z bdkb;ksa ds ½.kksa dk iquxZBu djus ds fy, ,d ikjn'khZ O;oLFkk rS;kj dh xbZ gS tks muds fu;a=k.k ls ckgj ds dkj.kksa ls vLFkk;h leL;kvksa dk lkeuk dj jgh gSaA bl O;oLFkk esa ,sls ekeys Hkh 'kkfey gSa ftUgsa ,l,ebZ ds fy, chvkbZ,iQvkj@lhMhvkj@Mhvkj,e ds rgr doj ugha fd;k tk ldrk gSA foÙkh; o"kZ 2016 ds nkSjku] bl Js.kh ds varxZr `.1002-56 djksM+ jkf'k ds dqy 19 •krksa dks iquxZfBr@iqufuZèkkZfjr fd;k x;kA

bZ- fMftVyhdj.k% ^fMftVy ih,uch* dh vksj

xzkgdksa dks csgrj] Rofjr vkSj dq'ky lsok,a çnku djus gsrq vius lrr ç;klksa dks tkjh j•rs gq, cSad us dbZ igy dh gSaA ;s igy udnh jfgr lekt vkSj dkxt jfgr cSafdax dh fn'kk esa mBk, x, dne gSaA

bZ-1 oSdfYid forj.k pSuy

,) baVjusV cSafdax% cSad fjVsy vkSj dkWikZsjsV osfj,aV ds lkFk baVjusV cSafdax lsok,a miyCèk djk jgk gSA 31 ekpZ 2016 dks cSad ds baVjusV cSafdax xzkgdksa dh la[;k 47 yk• rd igq¡p xbZA cSad us foÙkh; o"kZ 2016 ds nkSjku viuh baVjusV cSafdax lsokvksa dks Hkh v|ru fd;k ftudk fooj.k fuEukuqlkj gS%

dkWikZsjsV baVjusV cSafdax ekWMÔwy dks vkSj Hkh vfèkd ljy rFkk ç;ksx esa vklku cukrs gq, bldk iquxZBu fd;k x;kA

baVjusV cSafdax vkSj eksckby cSafdax ds ysu&nsu ikloMZ dks

20

transaction password of IBS and Mobile Banking when not required.

Hot listing and personalization of Debit Card.

Online resetting of Pin number of Debit Card.

Online application for OD under PMJDY Accounts through IBS.

For strengthening security in Internet Banking services operations, the Bank has implemented Digital Signature as a second factor of authentication for doing transactions in Retail and Corporate Internet Banking.

b) Mobile Banking: The Bank is also providing Mobile Banking services to around 24 lakh customers as on 31.03.2016. The Bank has provided Mobile Banking Services with following variants:

SMS Banking:i. User has to create SMS in the predefi ned format(s).

Browser Based Mobile Banking:ii. This requires Mobile phone enabled with GPRS or Wi-Fi.

Application Based Mobile Banking:iii. The user can download app from respective app store. Currently the Bank is providing Mobile Banking App for Android, iOS, Blackberry and J2ME platforms.

National Unifi ed USSD Platform (NUUP): iv. This is offered on a short code *99#, which is a common platform for all banks managed by National Payment Corporation of India (NPCI).

During FY’16, the Bank added the following features which are as follows:

PNB MobiEase: Using this mobile app, there is no need to remember syntax for sending SMS for different enquiries (i.e. Balance Enquiry, Mini Statement, Cheque Book request etc.)

Value Added Services: Facility of Mobile and DTH recharge is available through Mobile Banking.

PNB ATM Assist : A Mobile App to locate ATMs of the Bank using GPS and also lodge complaints regarding the functionality of ATMs.

Online User Registration and Password Reset for Mobile Banking without any intervention of branch.

Online application for OD under PMJDY Accounts through Mobile Banking.

PNB introduced hindi version of Mobile Banking.

vko';drkuqlkj CykWd@vuCykWd djus ds fy, ^ih,uch LyhibZth* lqfoèkk dk vkjaHk fd;k x;kA

MsfcV dkMZ dh gkWVfyfLVax vkSj futhdj.k lqfoèkk dk vkjaHk fd;k x;kA

MsfcV dkMZ ds fi u uacj dks vkWuykbu jhlsV djus dh lqfoèkk dk vkjaHk fd;k x;kA

ih,etsMhokbZ •krksa ds rgr vksojMªkÝV gsrq baVjusV cSafdax ds ekè;e ls vkWuykbu vkosnu dh lqfoèkkA

baVjusV cSafdax lsokvksa ds lapkyu esa lqj{kk dks lqn`<+ djus dh fn'kk esa cSad }kjk fjVsy vkSj dkWikZsjsV baVjusV cSafdax esa ysunsu djus ds fy, çek.khdj.k ds f}rh; dkjd ds :i esa fMftVy gLrk{kj ykxw fd;k x;k gSA

ch) eksckby cSafdax% 31-03-2016 dh fLFkfr ds vuqlkj cSad yxHkx 24 yk• xzkgdksa dks eksckby cSafdax lsok,a Hkh miyCèk djk jgk gSA cSad us fuEu osfj,aV ds lkFk eksckby cSafdax lsok,a miyCèk djkbZ gSa%

,l,e,l cSafdax%i. mi;ksxdrkZ dks iwoZfuèkkZfjr çk:i(iksa) esa ,l,e,l Hkstuk gksrk gSA

czkmtj vkèkkfjr eksckby cSafdax%ii. blds fy, thihvkj,l vFkok okbZ&iQkbZ l{ke eksckby iQksu dh vko';drk gksrh gSA

,Iyhds'ku vkèkkfjr eksckby cSafdax%iii. mi;ksxdrkZ lacafèkr ,si LVksj ls ,fIyds'ku MkmuyksM dj ldrs gSaA orZeku esa geus ,aMªkW;M] vkbZvks,l] CySdcsjh vkSj ts2,ebZ IysViQkeks± ds fy, eksckby cSafdax ,fIyds'ku miyCèk djkbZ gSA

jk"Vªh; ,dhÑr ;w,l,lMh IysViQkeZ iv. (NUUP)% ;g lqfoèkk *99# ds dksM ij miyCèk gS tks lHkh cSadksa ds fy, ,d lk>k eap gSA bldk çcaèku Hkkjrh; jk"Vªh; Hkqxrku fuxe (,uihlhvkbZ) }kjk fd;k tkrk gSA

foÙkh; o"kZ 2016 ds nkSjku cSad us eksckby cSafdax esa fuEu lqfoèkk,a tksM+h gSa ftudk fooj.k fuEukuqlkj gS%

ih,uch e kschbZt% bl eksckby ,fIyds'ku dk mi;ksx djus ij fofHkUu iwNrkN (vFkkZr 'ks"k iwNrkN] feuh LVsVesaV] psd cqd vuqjksèk vkfn) gsrq ,l,e,l Hkstus ds fy, flaVsDl ;kn j•uk vko';d ugha jg tkrk gSA

ewY; ofèkZr lsok,a% eksckby cSafdax ds ekè;e ls eksckby ,oa MhVh,p fjpktZ dh lqfoèkk Hkh miyCèk gSA

ih,uch ,Vh,e vflLV% thih,l dk mi;ksx dj ,Vh,e dk irk yxkus okyh eksckby ,fIyds'ku tks ,Vh,e dh dk;Z'khyrk ds fo"k; esa f'kdk;r Hkh ntZ djk ldrh gSA

'kk•k ds fdlh Hkh gLr{ksi ds fcuk eksckby cSafdax gsrq vkWuykbu mi;ksxdrkZ iathdj.k vkSj ikloMZ jhlsV lqfoèkkA

eksckby cSafdax ds ekè;e ls ih,etsMhokbZ •krksa ds rgr vksojMªkÝV ds fy, vkWuykbu vkosnuA

ih,uch us eksckby cSafdax ds fganh laLdj.k dk vkjaHk Hkh dj fn;k gSA

21

c) SMS Alert Services: As on 31st March’16, around 3.95 crore customers have subscribed for SMS Alerts Services. On an average per day around 29.92 lakh SMS Alerts are generated and delivered to these customers.

SMS Alerts are generated for identifi ed transactions (credit/debit) done at branches, ATM, IBS, Mobile Banking and POS terminals.

In addition, SMS alerts are also sent for non- fi nancial activities like Birthdays, Mobile no. registration/modifi cation, address/name change, change of internet banking transaction password, loan installment becoming due, loan installment overdue, FD account maturing, FD account Matured, NEFT (N10) confi rmation, RTGS transactions with UTR No, Balance on missed call, etc.

The channel is also leveraged for providing promotional messages such as information on Bank’s products and other services to the Bank's esteemed clients.

The Bank has been continuously adding new features such as:

SMS alerts implemented in 5 Regional Rural Banks.

Mandatory/Non-Mandatory Feature Introduced: Customer is provided with option to select from Mandatory and Non-mandatory alerts so that in case customer requires only mandatory alerts, he /she may not be charged.

Call center is provided with facility to access SMS alerts history sent to customer in order to speed up complaint resolution process related to SMS alerts and OTP.

CIBIL Watch Alert: Alerts are sent to branch heads through information provided by CIBIL regarding PNB loan customers approaching some other Bank for loan.

Housing/Car Loan Alert: Alert is sent to customer acknowledging his/her request whenever he/she visits PNB housing/car loan site and submits a request for call back from PNB.

Cheque Presentment Alert: Alert is sent to customer whenever a cheque is presented in his/her account, providing ample time to respond before the same is cleared.

15G/15H Alert: Alert is sent to customers requesting submission of 15G/H to avoid deduction of Tax.

d) ATMs: The Bank has vast network of 9463 ATMs spread across length and breadth of the country as on 31.03.2016.

lh) ,l,e,l vyVZ lsok,a% 31 ekpZ 2016 dh fLFkfr ds vuqlkj yxHkx 3-95 djksM+ xzkgdksa us ,l,e,l vyVZ lsokvksa ds fy, iathdj.k djk;k gSA bu xzkgdksa ds fy, çfr fnu vkSlru yxHkx 29-92 yk• ,l,e,l vyVZ tujsV ,oa fMyhoj fd, tk jgs gSaA

'kk•kvksa] ,Vh,e] vkbZch,l] eksckby cSafdax vkSj ihvks,l VfeZuy esa fd, x, fpfUgr ysunsuksa (ØsfMV@MsfcV) ds fy, ,l,e,l vyVZ mRiUu fd, tkrs gSaA

blds vfrfjÙkQ] tUefnu] eksckby uacj iathdj.k@la'kksèku] irk@uke esa ifjorZu] baVjusV cSafdax VªkatSD'ku ikloMZ esa ifjorZu] ½.k dh fdLr ns; gksus] ½.k dh fdLr vfrns; gksus] ,iQMh •krs dh ifjiDork fudV gksus] ,iQMh •krk ifjiDo gksus] ,ubZ,iQVh (,u10) iqf"V] ;wVhvkj la- lfgr vkjVhth,l ysunsu dh lwpuk] fel dkWy ij •krs dh 'ks"kjkf'k dh lwpuk] vkfn tSlh xSj&foÙkh; xfrfofèk;ksa ds fy, Hkh ,l,e,l vyVZ Hksts tkrs gSaA

bl ekè;e dk ykHk cSad ds lEekuh; xzkgdksa dks cSad ds mRiknksa vkSj fofoèk lsokvksa ds fo"k; esa tkudkjh çnku djus vkSj çpkj lans'kksa ds fy, Hkh mBk;k tkrk gSA

cSad yxkrkj ,l,e,l vyVZ lsokvksa esa fuEufyf•r tSlh lqfoèkk,a tksM+ jgk gS%

,l,e,l vyVZ 5 {ks=kh; xzkeh.k cSadksa esa Hkh ykxw dj fn, x, gSaA

vfuok;Z@oSdfYid lqfoèkk dk vkjaHk% xzkgd dks vfuok;Z vkSj xSj&vfuok;Z vyVZ esa ls p;u djus dk fodYi çnku fd;k tkrk gS rkfd ;fn xzkgd dks dsoy vfuok;Z vyVZ dh vko';drk gS rks ml ij 'kqYd u yxk;k tk,A

,l,e,l vyVZ vkSj vksVhih ls lacafèkr f'kdk;r fuokj.k çfØ;k dh xfr rst djus ds fy, dkWy lsaVj dks xzkgdksa dks Hksts x, ,l,e,l vyVZ dh fgLVªh ds vfHkxe dh lqfoèkk çnku dh xbZ gSA

flfcy okWp vyVZ% ih,uch ds ½.k xzkgdksa }kjk ½.k ds fy, fdlh vU; cSad esa igqapus ds fo"k; esa flfcy }kjk miyCèk djkbZ xbZ tkudkjh ds ekè;e ls 'kk•k çeq•ksa dks vyVZ Hkstk tkrk gSA

vkokl@dkj ½.k vyVZ% tc Hkh xzkgd ih,uch vkokl@dkj ½.k lkbV ij tkrk gS vkSj ih,uch ls dkWy&cSd fd, tkus dk vuqjksèk çLrqr djrk gS rks mlds vuqjksèk dh LohÑfr ds :i esa vyVZ Hkstk tkrk gSA

psd çLrqfrdj.k vyVZ% xzkgdksa ds •krs esa psd çLrqr fd, tkus ij blds lek'kksèku ls iwoZ gh bl ij çfrfØ;k djus gsrq i;kZIr le; çnku djrs gq, xzkgdksa dks vyVZ Hkstk tkrk gSA

15 th@15 ,p vyVZ% dj dh dVkSrh ls cpus ds fy, xzkgdksa dks 15 th@,p çLrqr djus dk vuqjksèk Hkstk tkrk gSA

Mh) ,Vh,e% 31-03-2016 dh fLFkfr ds vuqlkj cSad ds ikl 9463

,Vh,e dk fo'kky usVodZ gS tks ns'k ds dksus&dksus esa iQSyk gSA

22

The various new initiatives taken by the Bank to increase the usage of ATMs are as follows:

E- ● Surveillance systems have been installed at ATM sites to restrict the incidences of vandalism and burglaries. Till 31.03.2016, 6136 sites are connected and monitored by E- Surveillance.

To decrease the downtime of ATMs on account of ●electricity failure, Solar UPS are being installed. Till 31.03.2016, 450 Solar UPS were installed at potential sites.

For online ATM monitoring and to take prompt ●corrective/preventive actions in case of ATMs getting down, ESQ ATM Monitoring System has been installed.

e) Self Service kiosk: The Bank has installed 1721 Cash Deposit /Multifunction Kiosk (including PNB Cash Acceptor cum ATM), 383 Electronic Cheque Deposit Machines and 3214 Pass Book Updating Machines across the country. The machines installed in e-lobby are made available to customers 24*7. Customers may access the same as per their convenience.

In order to improve the availability of Self Service Area Machines, a real time monitoring tool for remote monitoring of SSA Machines has been implemented for effective monitoring and to reduce down time.

E.2 Cheque Truncation System (CTS): Primary site of CTS Western Grid has been shifted from LCC-Mumbai to Belapur. Now all the branches under Western Grid are participating in CTS clearing through the Belapur Site.

Complete infrastructure of LCC Mumbai has been shifted to Data Centre-Delhi and DR site of Western Grid is established at Data Centre-Delhi.

E.3 IT Security: The Bank has Information Security Policy which is approved by Board and reviewed each year to keep it updated as per latest trend and best practices.

Information System Security Architecture ●Implementation Committee (ISSAIC) meetings are held on monthly basis to review and

,Vh,e dk mi;ksx c<+kus ds fy, cSad }kjk dh xbZ fofHkUu igy bl çdkj gSa%

,Vh,e LFkkuksa ij èkks•kèkM+h vkSj ywVikV dh ?kVukvksa dks jksdus ds ●fy, bZ&lfoZysal ç.kkyh LFkkfir dh xbZ gSaA 31-03-2016 rd 6136 ,Vh,e LFkku bZ&lfoZysal ç.kkyh ls tksM+ fn, x, gSa rFkk mudh fuxjkuh dh tk jgh gSA

fo|qr vkiwfrZ ckfèkr gksus ds dkj.k ,Vh,e ds MkmuVkbe dks de ●djus ds fy, lksyj ;wih,l yxk, tk jgs gSaA 31-03-2016 rd laHkkfor LFkyksa ij 450 lkSj ;wih,l LFkkfir fd, x, FksA

,Vh,e dh vkWu&ykbu fuxjkuh vkSj ,Vh,e Mkmu gksus dh n'kk ●esa Rofjr lqèkkjkRed@fuokjd dkjZokbZ ds fy,] bZ,lD;w ,Vh,e ekWuhVfjax flLVe LFkkfir fd;k x;k gSA

bZ) Lo;a lsok fd;ksLd% cSad us ns'k Hkj esa 1721 udn tek@cgqfØ;k fd;kWLd (ih,uch udnh LohdrkZ lg ,Vh,e lfgr)] 383 bysDVªkWfud psd tek e'khuksa vkSj 3214 iklcqd viMsfVax e'khuksa dh LFkkiuk dh gSA bZ&ykWch esa LFkkfir e'khusa xzkgdksa dks 24*7 miyCèk jgrh gSaA xzkgd viuh lqfoèkkuqlkj budk mi;ksx dj ldrs gSaA

Lo;a lsok {ks=k dh e'khuksa dh miyCèkrk esa lqèkkj ykus gsrq ,l,l, e'khuksa dh nwjorhZ fuxjkuh ds fy, ,d fj;y Vkbe fuxjkuh midj.k dk dk;kZUo;u fd;k x;k ftlls çHkkoh :i ls fuxjkuh dh tk lds vkSj MkmuVkbe dks de fd;k tk ldsA

bZ.2 psd Vªads'ku ç.kkyh (lhVh,l)% lhVh,l if'peh fxzM dh çkFkfed lkbV dks ,ylhlh&eqacbZ ls csykiqj LFkkukarfjr dj fn;k x;k gSA vc if'peh fxzM ds rgr lHkh 'kk•k,a csykiqj lkbV ds ekè;e ls lhVh,l lek'kksèku esa Hkkx ys jgh gSaA

,ylhlh eqacbZ dk lEiw.kZ baÚkLVªDpj MsVk lsaVj&fnYyh esa LFkkukarfjr dj fn;k x;k gS vkSj if'peh fxzM dh Mhvkj lkbV MsVk lsaVj&fnYyh esa LFkkfir dj nh xbZ gSA

bZ.3 vkbZVh lqj{kk% cSad dh ,d lwpuk lqj{kk uhfr gS ftls cksMZ }kjk vuqeksfnr fd;k x;k gS vkSj bldks uohure ço`fÙk;ksa ,oa lokZsre çFkkvksa ds vuqlkj v|ru cuk, j•us ds fy, bldh okf"kZd :i ls leh{kk dh tkrh gSA

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23

recommend implementation of Information security posture.

Website has been made WCAG (Web Compatibility ●Access Guideline) Version 2.0.

Corporate website has been made IPV6 ●Compliant.

Security Operations centre has been upgraded ●from RSA Envision to RSA Security Analytics.

Information Security Audit and Process audit is ●got conducted from external qualifi ed Information Security auditors on periodical basis. The scope includes external attack and penetration testing, Vulnerability Assessment and Penetration Testing (VAPT), WAN Audit and process audit.

ISO Certifi cation was got upgraded from ISO ●27001:2005 to ISO 27001:2013 for data centre, NOC and DR Site.

Business Continuity Plan & Disaster Recovery (BCP & DR)

The Bank has well defi ned Business Continuity ●Plan (BCP) to provide un-interrupted Customer Services in case of any exigency.

The Bank has fully operational Disaster Recovery Site ●(DRS) of its Data Centre and other critical applications with well defi ned Recovery Time Objective (RTO) and Recovery Point Objective (RPO).

DR drill is conducted regularly to keep testing its ●functional preparedness. As on 31st March'16, DR site is available for 65 applications including critical ones.

E.4 Other Initiatives

a) Micro ATMs: Under the PMJDY account opening drive, large numbers of saving accounts have been opened and RuPay debit cards have been issued. To provide card based transactions services to such customers, concept of Micro ATMs has been introduced at Business Correspondent locations. Micro ATMs are basically PoS/Handheld Terminal machines with Magnetic-stripe Card Reader and Encrypted pin-pad. Currently, customer has the facility of cash withdrawal and balance inquiry transaction through Micro ATMs. Transaction happens in online real-time mode and receipt is immediately generated by the Micro ATM.

The facility was made live in 4410 Micro ATMs and the Bank is under the process of implementing the same at remaining BC locations.

b) Branch-Wise Vacant Locker Status: For getting a locker on rent, customers have to sometimes make number of visits to particular branch to ascertain the position of vacant lockers available. Also, some

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dkWikZsjsV osclkbV dks vkbZihoh ● 6 ds vuq:i cuk fn;k x;k gSA

lqj{kk lapkyu dsaæ dks vkj,l, ,ufotu ls vkj,l, flD;ksfjVh ●,ukfyfVDl esa mUur fd;k x;k gSA

;ksX; cká lwpuk lqj{kk ys•kijh{kdksa }kjk vkofèkd vkèkkj ij ●lwpuk lqj{kk ys•kijh{kk vkSj çfØ;k ys•kijh{kk vk;ksftr dh tkrh gSA cká geys vkSj Hksnu ijh{k.k] Hks|rk ewY;kadu ,oa Hksnu ijh{k.k (oh,ihVh)] oSu ys•kijh{kk vkSj çfØ;k ys•kijh{kk Hkh buds nk;js esa vkrs gSaA

MsVk lsaVj] ,uvkslh vkSj Mhvkj lkbV ds fy, vkbZ,lvks çek.ku ●vkbZ,lvks 27001%2005 ls vkbZ,lvks 27001%2013 esa mUur djk;k x;k gSA

O;olk; fu jarjrk ;kstuk ,oa vkink fjdojh (chlhih ,oa Mhvkj)

cSad ds ikl fdlh Hkh vkikrdkyhu fLFkfr esa fuckZèk xzkgd lsok ●çnku djus gsrq ,d lqifjHkkf"kr O;olk; fujarjrk ;kstuk gSA

cSad ds ikl vius MsVk lsaVj ,oa vU; egRoiw.kZ vuqç;ksxksa ●ds fy, lqifjHkkf"kr fjdojh Vkbe vkWC tsfDVo (vkjVhvks) ,oa fjdojh I okbaV vkWWC tsfDVo (vkjihvks) lfgr iw.kZr% ifjpkyujr vkink fjdojh lkbV (Mhvkj,l) gSA

vkink fjdojh dh dk;kZR ed rR ijrk dh tkWap djrs jgus ds ●fy, fu;fer :i ls Mhvkj fMªy dk vk;kstu fd;k tkrk gSA 31 ekpZ] 2016 dh fLFkfr ds vuqlkj 65 egRoiw.kZ ,oa vU; vuqç;ksxksa ds fy, Mhvkj lkbV miyCèk gSA

bZ.4 vU; igy

,) ekbØks ,Vh,e% ih,etsMhokbZ ds •krk •ksyus ds vfHk;ku ds rgr dbZ cpr •krs •ksys x, vkSj vusd #is MsfcV dkMZ tkjh fd, x,A ,sls xzkgdksa dks dkMZ vkèkkfjr ysunsu lsok,a çnku djus ds fy,] dkjksckj çfrfufèk LFkkuksa ij ekbØks ,Vh,e dh voèkkj.kk dk vkjaHk fd;k x;kA ekbØks ,Vh,e ewy :i ls eSXusfVd&fLVªi dkMZ jhMj vkSj ,fUØIVsM fiu&iSM ;qÙkQ ihvks,l@gkFk esa èkkj.k dh tkus okyh VfeZuy e'khusa gSaA orZeku esa xzkgd ds ikl ekbØks ,Vh,e ds ekè;e ls 'ks"kjkf'k iwNrkN rFkk udn fudklh ysunsu dh lqfoèkk gSA ;s ysunsu vkWuykbu fj;y&Vkbe eksM esa gksrs gSa vkSj ekbØks ,Vh,e }kjk rRdky gh jlhn mRiUu dh tkrh gSA

;g lqfoèkk 4410 ekbØks ,Vh,e esa lfØ; dj nh xbZ gS vkSj cSad 'ks"k dkjksckj çfrfufèk LFkkuksa ij blds dk;kZUo;u dh çfØ;k esa gSA

ch) •kyh ykWdlZ dh 'kk•k&okj fLFkfr% dHkh&dHkh xzkgdksa dks fdjk, ij ykWdj ysus ds fy, miyCèk •kyh ykWdlZ dh fLFkfr dk irk yxkus fdlh fo'ks"k 'kk•k esa dbZ ckj tkuk iM+rk gSA lkFk gh] ,d gh 'kgj

24

branches in the same city may have vacant lockers & others may be having waiting list of customers for issue of locker. To address the issue, w.e.f. 24.09.2015, existing & prospective customers have been provided an opportunity to locate branch-wise vacant locker status on the Corporate Website (www.pnbindia.in). Also, a mechanism was put in place to update this vacant locker status on the Bank’s website on daily basis.

c) Payment System for PAO/CDDO Files from PFMS: Ministry of Finance, Government of India has taken a decision to process all payments like non plan payment (including PAO/CDDO payments) of various Ministries through PFMS (under Ministry of Finance) and to integrate various standalone systems. These payments are to be digitally signed and sent through PFMS central server. The payment fi les from PFMS are being processed through PFMS PAO portal. Generation of e-Payment scrolls, Cheque Scrolls, Receipt Scrolls has been integrated in this system from 01.11.15.

d) Outward Mandate Management System: To help the branches in garnering business of corporate customers wishing to collect funds from their customers on a regular frequency on the basis of their mandate, an in-house developed Outward Mandate Management System has been put in live w.e.f. 03.02.16. For collecting EMI as per mandate from PNB borrowers, Debit Transaction File (Outward ACH-Debit) can also be generated by service branch through this system.

e) Implementation of new Sparc Super Cluster (M6-32) servers: On 18.10.2015, the Bank has successfully migrated the CBS Data Base from M9000 servers to new Sparc Super Cluster (M6-32) servers on 4-Node RAC (Real Application Cluster) Architecture from earlier 2-Node RAC. PNB is the fi rst Bank in India to implement 4 node active RAC (Real Application Cluster) setup. This implementation will help the Bank in future cost savings and provide various operational benefi ts.

f) Zero Data Loss Centre (ZDLC): ZDLC of the Bank started functioning from 29.02.2016. ZDLC will function as Bank’s third line of data defense. The Bank’s transaction data would be simultaneously captured at DC and ZDLC and then subsequently replicated in DR site, thereby guaranteeing 100% synchronization or availability of the transactional data. This will ensure zero data loss for critical transactions, thereby helping the organisation to quell operation risk, reputation risk and enhance stakeholder confi dence.

F. Management Information System

To achieve the objective with which Management Information System Division (MISD) was set up, Enterprise-wide Data Warehouse (EDW) was implemented in 2008. EDW set up has facilitated ready access to data required for Regulatory/Statutory reporting and additionally for analytical purposes. This has reduced workload of fi eld

esa dqN 'kk•kvksa esa •kyh ykWdlZ ekStwn gks ldrs gSa vkSj vU; 'kk•kvksa esa ykWdj tkjh djus gsrq çrh{kkjr xzkgdksa dh lwph ekStwn gks ldrh gSA bl leL;k ds lekèkku ds fy, fnukad 24-09-2015 ls ekStwnk vkSj laHkkfor xzkgdksa dks dkWikZsjsV osclkbV (www.pnbindia.in) ij •kyh ykWdlZ dh 'kk•k&okj fLFkfr dk irk yxkus dk volj çnku fd;k x;k gSA blds vfrfjÙkQ] cSad dh osclkbV ij ,sls •kyh ykWdlZ dh fLFkfr nSfud vkèkkj ij v|ru djus ds fy, ,d ra=k LFkkfir fd;k x;k gSA

lh) ih,iQ,e,l ls ih,vks@lhMhMhvks iQkbyksa dh Hkqxrku ç.kkyh% foÙk ea=kky;] Hkkjr ljdkj us fofHkUu ea=kky;ksa ds ;kstusrj Hkqxrkuksa lesr lHkh Hkqxrku (ih,vks@lhMhMhvks Hkqxrkuksa lfgr) ih,iQ,e,l (foÙk ea=kky; ds vèkhu) ds ekè;e ls lalkfèkr djus vkSj fofHkUu LVSaMvyksu ç.kkfy;ksa dks ,dhÑr djus dk fu.kZ; fy;k gSA bu Hkqxrkuksa ij fMftVy gLrk{kj fd, tk,axs vkSj bUgsa ih,iQ,e,l ds dsaæh; loZj ds ekè;e ls Hkstk tk,xkA ih,iQ,e,l ls Hkqxrku iQkbyksa dks ih,iQ,e,l ih,vks iksVZy ds ekè;e ls lalkfèkr fd;k tk jgk gSA fnukad 01-11-2015 ls bl ç.kkyh esa bZ&Hkqxrku LØkWy] psd LØkWy] jlhn LØkWy tujsV djus dh çfØ;k Hkh ,dhÑr dj nh xbZ gSA

Mh) tkod vfèkns'k çcaèku ç.kkyh% ,sls dkWikZsjsV xzkgdksa ls dkjksckj tqVkus esa 'kk•kvksa dh lgk;rk djus ds fy, tks vius xzkgdksa ds vfèkns'k ds vkèkkj ij muls ,d fu;fer vko`fÙk ij èkujkf'k lax`ghr djuk pkgrs gSa] fnukad 03-02-2016 ls ,d vkarfjd :i ls fodflr vfèkns'k çcaèku ç.kkyh dks lfØ; fd;k x;k gSA ih,uch ½f.k;ksa ds vfèkns'k ds vuqlkj muls bZ,evkbZ olwy djus ds fy, lsok 'kk•k }kjk bl ç.kkyh ds ekè;e ls MsfcV ysunsu iQkby (tkod ,lh,p&MsfcV) Hkh tujsV dh tk ldrh gSA

bZ) u, LikdZ lqij DyLVj (,e6&32) loZjksa dk dk;kZUo;u% fnukad 18-10-2015 dks cSad us lhch,l MsVkcsl dks iwoZorhZ 2 uksM vkj,lh vkfdZVsDpj okys ,e9000 loZj ls 4 uksM vkj,lh (okLrfod vuqç;ksx DyLVj) okys u, LikdZ lqij DyLVj (,e6&32) loZjksa esa liQyrkiwoZd LFkkukarfjr dj fy;k gSA bl dkj.k ls] gekjk cSad 4 uksM vkj,lh (okLrfod vuqç;ksx DyLVj) O;oLFkk ykxw djus okyk Hkkjr dk loZçFke cSad cu x;k gSA ;g dk;kZUo;u Hkkoh ykxrksa esa cpr djus esa cSad dh lgk;rk djsxk vkSj fofHkUu ifjpkyukRed ykHk çnku djsxkA

,iQ) 'kwU; MsVk gkfu dsaæ (tsMMh,ylh)% cSad ds tsMMh,ylh us 29-02-2016 ls dk;Z djuk vkjaHk fd;kA tsMMh,ylh cSad MsVk lqj{kk dh rhljh iafÙkQ ds :i esa dk;Z djsxkA cSad dk ysunsu MsVk ,d lkFk Mhlh ,oa tsMMh,ylh ij dSIpj fd;k tk,xk vkSj rnuanj Mhvkj lkbV esa bldh çfrÑfr cusxhA blls ysunsu MsVk dk 100» flaØukbts'ku vkSj miyCèkrk lqfuf'pr dh tk ldsxhA ;g egRoiw.kZ ysunsuksa ds fy, 'kwU; MsVk gkfu lqfuf'pr djsxk ftlls laxBu dks ifjpkyu tksf•e o çfr"Bk tksf•e dks de djus rFkk fgrèkkjdksa ds fo'okl dks c<+kus esa lgk;rk feysxhA

,iQ- çcaèk lwpuk ç.kkyh

çcaèku lwpuk ç.kkyh çHkkx (,evkbZ,lMh) dh LFkkiuk ds mís'; dks çkIr djus ds fy, o"kZ 2008 esa baVjçkbt okbM MsVk os;jgkml (bZMhMC Y ;w) dk dk;kZUo;u fd;k x;kA bZMhMC Y ;w dh L Fkkiuk us fofu;ked@oSèkkfud fjiksfVZax ds lkFk&lkFk fo' ys"k.kkR ed ç;kstuksa ds fy, vko' ;d MsVk dks lqyHk cuk;k gSA blls iQhY M vfèkdkfj;ksa

25

functionaries to a considerable extent and is assisting Top Management in taking timely decisions.

Standardized approach for credit risk under Basel – III has been implemented through LADDER (Loans and Advances Data Desk for Evaluation & Reports) system enabling calculation of Risk Weighted Assets (RWAs) in respect of Loans & Advances as per guidelines of RBI.

Data of all loan accounts is being transmitted to four Credit Information Companies (CICs) i.e. CIBIL, Equifax, Experian & High Mark on monthly basis from Ladder System. Bureau One solution has been put in place since 2012 enabling the branches to draw Credit Information Reports (CIRs) using Bank’s intranet (CBS network) for taking credit related decisions. CIRs of 14,62,493 prospective borrowers under Consumer category and 26,861 CIRs under Commercial category were drawn from CIBIL, Experian, High Mark & Equifax databases during FY’16

The Bank is required to register the particulars of equitable mortgages with Central Registry. About 4.19 lakh Immovable Properties (IPs) have been registered with CERSAI by the Bank till March 2016. The object is to avoid multiple fi nancing on same IP, thereby preventing perpetration of frauds by mortgaging the same property to more than one fi nancial institution.

Anti Money Laundering solution has been implemented to scan the customers at the time of customer acquisition and fund transfer by verifying various Watch Lists. The system also helps in submitting different reports to FIU and other regulatory bodies.

G. Branch and Offi ce Network

Domestic Presence

The Bank has one of the largest Branch Network of 6759 as on 31.03.2016. Around 63% of the Bank’s branches are located in Rural and Semi-Urban areas. To fulfi ll the banking needs of unbanked areas, 202 new branches were added to the vast network of branches during FY'16. Besides, 32 ‘Women only’ branches named “Akshaya” were opened during FY'16. These branches are managed exclusively by women for the women customers only.

ds dk;Z dk cks> dkiQh ek=kk esa ?kVk gS rFkk 'kh"kZ çcU èku dks le;ksfpr fu.kZ; ysus esa lgk;rk çkIr gks jgh gSA

csly&III ds rgr ½.k tksf•e gsrq ekudhÑr n`f"Vdks.k dks ySMj (yksU l ,aM ,Mokalsl MsVk MsL d iQkWj boSY;w,'ku ,aM fjiksV~lZ) ç.kkyh ds ekè ;e ls fØ;kfUor fd;k x;k tks vkjchvkbZ fn'kkfunZs'kksa ds vuqlkj ½.kksa ,oa vfxzeksa ds lacaèk esa tksf•e Hkkfjr vkfLr;ksa (vkjMC Y ;w,) dh x.kuk djus esa lgk;d gqbZ gSA

ySMj ç.kkyh ls lHkh ½.k •krksa dk MsVk ekfld vkèkkj ij pkj lk• lwpuk dE ifu;ksa vFkkZr~ flfcy] bD ohiQSD l] ,D lihfj;u ,oa gkbZekdZ dks Hkstk tk jgk gSA ½.k lacaèkh fu.kZ; ysus gsrq cSad ds bU VªkusV (lhch,l usVodZ) ds mi;ksx ls lk• lwpuk fjiksVZ (lhvkbZvkj) çkI r djus esa 'kk•kvksa dks l{ke cukus ds fy, o"kZ 2012 ls C ;wjks ou lkWY ;w'ku dk;Z dj jgk gSA foÙkh; o"kZ 2016 ds nkSjku flfcy] ,D lihfj;u] gkbZ ekdZ rFkk bD ohiQSD l MsVkcsl ls miHkksD rk Js.kh ds varxZr 14]62]493 Hkkoh ½.kdrkZvksa dh lhvkbZvkj vkSj okf.kfT;d Js.kh ds varxZr 26]861 lhvkbZvkj çkI r dh xbZaA

cSad ds fy, dsaæh; jftL Vªh esa lkfE;d caèkd dk fooj.k ntZ djkuk vko' ;d gSA ekpZ 2016 rd cSad }kjk lhbZvkj,l,vkbZ esa yxHkx 4-19 yk• vpy laifÙk;ka iathÑr djkbZ xbZaA bldk mís'; ,d gh vpy laifÙk ij ,dkfèkd foÙkiks"k.k dks jksduk gS] ftlls ,d ls vfèkd foÙkh; laLFkkvksa dks ,d gh laifÙk dk caèkd j• dj dh tkus okyh èkks•kèkfM+;ksa ls cpk tk ldsxkA

xzkgd cukus rFkk fufèk varj.k djus ds le; fofHkU u okWp (lrdZrk) lwfp;ksa dh tkap }kjk xzkgdksa dh tkap djus ds fy, èku&'kksèku fu okj.k lekèkku dk;kZfUor fd;k x;k gSA ;g ç.kkyh ,iQvkbZ;w vkSj vU; fu;ked fudk;ksa dks fofHkUu fjiksVZ çLrqr djus esa Hkh lgk;rk djrh gSA

th- 'kk•k ,oa dk;kZy; usVodZ

?kjsyw mifLFkfr

31-03-2016 dh fLFkfr ds vuqlkj cSad ds ikl 6759 'kk•kvksa dk ,d fo'kkyre usVodZ gSA cSad dh yxHkx 63% 'kk[kk,a xzkeh.k ,oa vèkZ'kgjh {ks=kksa esa fLFkfr gSaA cSad jfgr {ks=kksa dh cSafdax vko';drkvksa dks iwjk djus ds fy,] foÙkh; o"kZ 16 ds nkSjku 'kk•kvksa ds fo'kky usVodZ esa 202 ubZ 'kk•k,a tksM+h xbZaA blds vfrfjÙkQ foÙkh; o"kZ 16 ds nkSjku ^^v{k;k** uked 32 ^dsoy efgyk* 'kk•k,a •ksyh xbZ FkhaA bu 'kk[kkvksa dk çcaèku dsoy efgykvksa }kjk fo'ks"kdj efgyk xzkgdksa ds fy, gh fd;k tkrk gSA

26

International Presence

The Bank has its overseas presence in 9 countries by way of 4 branches (2 Hong Kong, one Dubai, & one OBU-Mumbai), 2 Subsidiaries (London & Bhutan), one Associate (at Kazakhstan), one Joint Venture (at Nepal) and 4 Representative Offi ces (Sydney-Australia, Shanghai-China, Dhaka-Bangladesh and Dubai-UAE).

The Bank is also exploring possibilities of overseas expansion in Sri Lanka, Canada, Brazil, Australia and China.

H. International Banking

The Bank had registered a foreign exchange turnover of `. 1,33,881 crore for FY’16 showing a decline of 2.08% on YoY basis mainly due to slowdown in global economies and continuous decline in the country exports. At present, the Bank has more than 200 branches authorised to handle foreign exchange business and a Centralized Back Offi ce for Trade Finance at New Delhi specialized for centralized handling of trade transactions. The Bank has specialized International Banking Branches at major export centres for extending services to the importer/exporter customers. Besides these Authorised Dealers (AD) branches, the Bank has 22 Exchange Bureaus at important tourist centres to facilitate encashment of foreign exchange currency notes/travellers cheque by foreign tourist/NRIs.

The Bank is also having International Service Branch at New Delhi for handling inward remittances for the Bank as a whole. During FY’16, the Bank handled remittance business of about `.57,886 crore, showing growth of about 4% on YoY basis.

The Bank has Rupee Drawing Arrangements (RDA) with 38 exchange Houses (32 in the Gulf, 2 in Singapore, 2 in the USA, 1 in Australia and 1 in Canada) to facilitate remittance from NRIs.

The Bank also has web based remittance arrangements under Money Transfer Service Scheme (MTSS) and has arrangements with 6 Money Transfer Organizations Worldwide.

The Bank has actively implemented Gold monetization Scheme (GMS) launched by Government of India in FY’16 and systems and procedures have been put in place.

I. Operations Division

Organizational Restructuring: Organizational structure plays a vital role in performance of any organization. To improve the productivity and hence delivery, number of Circle Offi ces has been increased from 69 to 76. Existing 3 tier structure, with Circle Offi ces linking head offi ce to the branches, is being changed to 4 tier structure where Zonal Offi ces will monitor the performance of Circle Offi ces and report to the Head Offi ce.

Business Processes: Business processes are being continuously reworked at the micro levels to provide seamless banking experience to customers e.g. request

varjkZ"Vªh; mifLFkfr

4 'kk•kvksa (2 gkaxdkax] 1 nqcbZ] 1 vksch;w&eqacbZ)] 2 vuq"kafx;ksa (yanu

vkSj HkwVku)] 1 ,lksfl,V (dtkfdLrku)] 1 la;qÙkQ miØe (usiky) rFkk

4 çfrfufèk dk;kZy;ksa (flMuh&vkLVªsfy;k] 'ka?kkbZ&phu] <kdk&ckaXykns'k]

,oa nqcbZ&;w,bZ) ds ekè;e ls cSad dh 9 ns'kksa esa varjkZ"Vªh; mifLFkfr

gSA

cSad Jhyadk] dukMk] czkthy] vkWLVªsfy;k vkSj phu esa Hkh varjkZ"Vªh; foLrkj

dh laHkkouk,a ryk'k jgk gSA

,p- varjkZ"Vªh; cSafdax

cSad us foÙkh; o"kZ 2016 ds fy, `.1]33]881 djksM+ dk fons'kh eqæk dkjksckj ntZ fd;k tks eq[;r;k oSf'od vFkZO;oLFkkvksa esa eanh vkSj jk"Vªh; fu;kZr esa fujarj fxjkoV ds dkj.k o"kZ&nj&o"kZ vkèkkj ij 2-08» dh fxjkoV n'kkZrk gSA orZeku esa] cSad dh fons'kh eqæk dkjksckj dk lapkyu djus ds fy, 200 ls vfèkd vfèkÑr 'kk•k,a gSa vkSj O;kikj foÙk ds fy, ,d dsaæhÑr cSd vkWfiQl ubZ fnYyh esa fLFkr gS tks fo'ks"khÑr :i ls O;kikj ysunsuksa dk dsaæhÑr lapkyu djrk gSA çeq• fu;kZr dsUæksa ij vk;krd@fu;kZrd xzkgdksa dks lsok,a çnku djus ds fy, cSad dh fo'ks"khÑr varjkZ"Vªh; cSafdax 'kk•k,a gSaA bu çkfèkÑr O;kikjh (,Mh) 'kk•kvksa ds vfrfjÙkQ] egRoiw.kZ i;ZVu dsaæksa ij cSad ds 22 fofue; C;wjks gSa tks fons'kh i;ZVdksa@vfuoklh Hkkjrh;ksa }kjk fons'kh eqæk uksVksa@;k=kh psdksa ds udnhdj.k esa lgk;rk djrs gSaA

cSad ds vkod èkuçs"k.k dk lexz :i ls lapkyu djus ds fy, ubZ fnYyh esa cSad dh varjkZ"Vªh; lsok 'kk•k Hkh gSA foÙkh; o"kZ 2016 ds nkSjku cSad us 4» o"kZ&nj&o"kZ vkèkkj ij o`f¼ ntZ djrs gq, yxHkx `.57]886 djksM+ dk èkuçs"k.k dkjksckj lapkfyr fd;kA

vfuoklh Hkkjrh;ksa }kjk èkuçs"k.k dh lqfoèkk ds fy, cSad dh 38 fofue; x`gksa (•kM+h esa 32] flaxkiqj esa 2] la;qÙkQ jkT; vesfjdk esa 2] vkWLVªsfy;k esa 1 vkSj dukMk esa 1) ds lkFk #i;k vkgj.k O;oLFkk (vkjMh,) gSA

cSad ds ikl eqæk varj.k lsok ;kstuk (,eVh,l,l) ds rgr osc vkèkkfjr çs"k.k O;oLFkk gS vkSj bldk nqfu;k Hkj esa 6 eqæk varj.k laxBuksa ds lkFk ra=k Hkh gSA

cSad us foÙkh; o"kZ 2016 esa Hkkjr ljdkj }kjk vkjaHk dh xbZ Lo.kZ eqæhdj.k ;kstuk (th,e,l) dks lfØ; :i ls dk;kZfUor fd;k gS vkSj ç.kkfy;ksa ,oa çfØ;kvksa dks LFkkfir dj fy;k x;k gSA

vkbZ- ifjpkyu çHkkx

laxBukRed iquxZBu% fdlh Hkh laxBu ds çn'kZu esa laxBukRed lajpuk egRoiw.kZ Hkwfedk fuHkkrh gSA mRikndrk vkSj forj.k esa lqèkkj ykus ds fy, eaMy dk;kZy;ksa dh la[;k dks 69 ls c<+k dj 76 dj fn;k x;k gSA 'kk•kvksa dks çèkku dk;kZy; ls tksM+rs eaMy dk;kZy;ksa ;qÙkQ ekStwnk 3 Lrjh; lajpuk dks 4 Lrjh; lajpuk esa ifjofrZr fd;k tk jgk gS tgka vapy dk;kZy; eaMy dk;kZy;ksa ds çn'kZu dh fuxjkuh djsaxs vkSj çèkku dk;kZy; dks lwfpr djsaxsA

dkjksckj çfØ;k,a% xzkgdksa dks fuckZèk cSafdax vuqHko çnku djus ds fy, dkjksckj çfØ;kvksa dk lw{e Lrjksa ij fujarj ?kuu fd;k

27

for issue of personalized cheque books through ATMs, relaxation in inter-sol (branch) cash withdrawals and transfer transactions, introduction of payee’s name in SMS sent on presentation of cheque for clearing, etc.

Employee Suggestion Scheme: To encourage innovative and progressive ideas through employees, Employee Suggestion Scheme is in vogue for existing as well as retired employees.

Customers can also send suggestions through feedback or email to customer care centre at care@pnb.co.in.

J. New Initiative Division

To improve the customer service and increasing business prospects, the Bank took up many initiatives which are as under:

Towards brand positioning and connecting with the ●customers/visitors on social media, the Bank has made its presence on Twitter & LinkedIn. On social media, the Bank launched various facilities for customers/visitors viz., regular updates on offers, customer care services including grievances redressal, etc.

The concept of Digital village was evolved under ●which the village will be wi-fi enabled along with OffSite e-lobby having ATM, Cash Deposit Machine, Electronic Cheque Deposits Machine, Passbook Updation Machine, PC with internet connection and TV display unit.

121 new Offsite e-lobbies started at institutional ●and cantonment areas to acquire business and improve service delivery.

Skill development programmes like computer ●literacy, carpentry, advanced farming techniques etc. are being conducted with focus on creating job opportunities and promote inclusive growth.

For bringing more effi ciency in the ATM functioning ●and profi tability, “ATM Profi tability Model” was designed. This is in-house designed software to monitor the functioning of ATMs Pan India with an aim to minimize/eliminate the pay out.

In order to communicate effectively with its ●customers and staff continuously, the Bank is coming out with concept of ‘Reach in Reach out’ which will be akin to TV Channel.

The Bank is also planning to launch ● Tab Banking for acquisition of new customers using the newly set up marketing vertical and “PNB YUVA” for youth with an objective to bring them in the Bank’s fold through Mobile app.

tk jgk gSA bu vuqHkoksa esa ,Vh,e ds ekè;e ls O;fÙkQxr psd cqd tkjh djus ds vuqjksèk] baVj&lksy ('kk•k) udn fudklh vkSj varj.k ysunsu esa NwV] lek'kksèku gsrq psd dh çLrqfr ij Hksts tkus okys ,l,e,l esa vknkrk dk uke fn;k tkuk vkfn 'kkfey gSaA

deZpkjh lq>ko ;kstuk% deZpkfj;ksa ds ekè;e ls vfHkuo rFkk çxfr'khy fopkjksa dks çksRlkfgr djus gsrq lsokjr ,oa lsokfuo`Ùk deZpkfj;ksa ds fy, deZpkjh lq>ko çpyu esa gSA

xzkgd Hkh iQhMcSd }kjk vFkok xzkgd lsok dsaæ dks care@pnb.co.in ij bZesy ds ekè;e ls lq>ko Hkst ldrs gSaA

ts- uohu igy çHkkx

xzkgd lsok esa lqèkkj ykus vkSj dkjksckjh laHkkoukvksa dks c<+kus ds

fy,] cSad us dbZ igy dh gSa tks fuEukuqlkj gSa%

czkaM iksth'kfuax djus vkSj lks'ky ehfM;k ij xzkgdksa@vkxarqdksa ●ds lkFk tqM+us dh fn'kk esa] cSad us fV~oVj vkSj fyaDMbu ij

viuh mifLFkfr ntZ djkbZ gSA cSad us lks'ky ehfM;k ij

xzkgdksa@vkxarqdksa ds fy, is'kd'kksa ds fu;fer viMsV] f'kdk;r

fuokj.k lfgr dLVej ds;j lsokvksa] vkfn tSlh fofHkUu

lqfoèkkvksa dk vkjaHk fd;k gSA

fMftVy foyst dh voèkkj.kk dk fodkl fd;k x;k gS ●ftlds rgr fdlh xzke dks ,Vh,e] udn tek e'khu]

bysDVªkWfud psd tek e'khu] iklcqd v|ru e'khu] baVjusV

dusD'ku vkSj Vhoh fMLIys ;wfuV okys ihlh ds lkFk vkWiQ

lkbV bZ&ykWch lfgr okbZ&iQkbZ ;qÙkQ cuk;k tk,xkA

laLFkkuh; vkSj Nkouh {ks=kksa esa dkjksckj vftZr djus vkSj ●lsokvksa dh fMyhojh esa lqèkkj ykus ds fy, 121 ubZ vkWiQ

lkbV bZ&ykWch dk vkjaHk fd;k x;k gSA

jkstxkj ds volj mRiUu djus vkSj lekos'kh fodkl dks ●c<+kok nsus ij è;ku dsafær djus ds lkFk daI;wVj lk{kjrk]

dk"Bdyk] mUur Ñf"k rduhd vkfn tSls dkS'ky fodkl

dk;ZØe vk;ksftr fd, tk jgs gSaA

,Vh,e dk;Z{kerk vkSj ykHkçnrk esa vkSj vfèkd n{krk ykus ds ●fy,] ¶,Vh,e ykHkçnrk ekWMy¸ cuk;k x;k gSA ;g vf•y Hkkjr esa ,Vh,e dh dk;Z{kerk dh fuxjkuh djus ds fy, vkarfjd :i ls fMtkbu fd;k x;k lkWÝVos;j gS ftldk mís';

is&vkmV dks de@lekIr djuk gSA

vius xzkgdksa ,oa LVkiQ ds lkFk çHkkoh <ax ls fujarj laokn ●djus dh fn'kk esa cSad ^jhp bu jhp vkmV* dh voèkkj.kk

yk;k gS tks fdlh Vhoh pSuy ds fy, leku gksxhA

cSad uoLFkkfir foi.ku oVhZdy vkSj ;qokvksa ds fy, ●¶ih,uch ;qok¸ dk mi;ksx dj u, xzkgd vftZr djus

ds fy, VSc cSafdax vkjaHk djus dh ;kstuk Hkh cuk jgk gS

ftldk mís'; eksckby ,fIyds'ku ds ekè;e ls ;qokvksa dks

cSad ds lkFk tksM+uk gSA

28

K. Business Diversifi cation

Mutual Fund: ● The Bank is distributing and marketing Mutual Fund products of Principal PNB AMC & UTI AMC. During FY’16, the Bank mobilized total amount of `.3457 crore and Asset under Management stood at `.580 crore which earned brokerage of `.3.38 crore. Total amount mobilized during FY’16 was `.2653 crore and Asset under Management `.515 crore.

Insurance Business ●

1. Life Insurance Business: As a corporate agent of PNB MetLife India Insurance Co. Ltd., the Bank mobilized premium of `.964 crore (Fresh Business Premium of .411 crore & Renewal Business Premium of `.553 crore) during FY’16 from 1,12,200 policies, as against total premium of `.677 crore mobilized during FY’15, thus showing a growth of 42%. The Bank’s earnings from Life-Insurance business during FY’16 amounted to `.85 crore as against `.60 crore during FY’15, showing growth of 42%.

Total business mobilized under Life Insurance business since inception is `.2840 crore, from 4,45,048 policies and total earning amounted to `.248 crore.

2. Non-Life Insurance Business: Under Insurance tie-up with Oriental Insurance Co. Ltd. for Non-Life Insurance business, the premium collection amounted to `.208 crore from 5.15 lakh policies mobilized by the Bank, which earned revenue of `.24.51crore as against .21.87 crore, during FY’15 showing a growth of 12%. Premium collected during FY’15 was .193 crore from 4.40 lakh policies, thus showing a growth of 8%. The Bank registered a growth of 31% in selling of customized health insurance policy ‘PNB-Oriental Royal Mediclaim’ and 1,58,175 policies were sold during FY’16 as against 1,20,797 policies sold during FY’15.

Depository Services: ● Depository Services as Depository Participants of NSDL & CDSL is being provided through all branches covering more than 3500 centres across India. The Bank earned an income of `.79.60 lakh during FY’16 for providing Depository Services.

Online Trading Services: ● Online trading facility is also being provided through the Bank’s associates viz. M/s. SMC Global Securities Ltd., M/s. IDBI Capital Services Ltd. and M/s. Networth Stock Broking Ltd.

An income of `.19.81 lakh was received from these associates on account of online trading activities during FY’16.

Merchant Banking: ● As Category-I Merchant Banker, the Bank handled 42 assignments of Dividend Payment/

ds- O;kikj fofoèkhdj.k

E;qpqvy iQaM% ● cSad fçafliy ih,uch ,,elh vkSj ;wVhvkbZ ,,elh ds E;qpqvy iQaM mRiknksa dk forj.k ,oa foi.ku dj jgk gSA foÙkh; o"kZ 2016 ds nkSjku] cSad us `.3457 djksM+ dh dqy jkf'k tqVkbZ vkSj çcafèkr vkfLr;ka `.580 djksM+ jgha ftUgksaus `.3-38 djksM+ dk czksdjst vftZr fd;kA foÙkh; o"kZ 2016 ds nkSjku .2653 djksM+ dh dqy jkf'k tqVkbZ xbZ xbZ Fkh vkSj çcafèkr vkfLr;ka `.515 djksM+ FkhaA

chek dkjksckj ● 1- thou chek dkjksckj% ih,uch esVykbiQ bafM;k ba';ksjsal

daiuh fyfeVsM ds dkWikZsjsV ,tsaV ds :i esa cSad us foÙkh; o"kZ*15 ds nkSjku tqVk, x, `.677 djksM+ ds dqy çhfe;e dh rqyuk esa foÙkh; o"kZ*16 ds nkSjku 1]12]200 ikWfyfl;ksa ls `.964 djksM+ (`.411 djksM+ dk uo O;olk; çhfe;e ,oa `.553 djksM+ dk uohdj.k O;olk; çhfe;e) dk dqy çhfe;e tqVk;k vkSj bl çdkj 42» dh o`f¼ çnf'kZr dhA thou chek dkjksckj ls cSad dh vk; 42» dh o`f¼ ntZ djrs gq, foÙkh; o"kZ*15 ds `.60 djksM+ dh rqyuk esa foÙkh; o"kZ*16 esa `.85 djksM+ jghA

cSad }kjk thou chek dkjksckj ds vkjEHk ls vc rd 4]45]048 ikWfyfl;ksa ls `.2840 djksM+ dk dqy dkjksckj tqVk;k x;k gS] vkSj bl çdkj dqy vk; `.248 djksM+ jgh gSA

2- xSj thou chek dkjksckj% xSj&thou chek dkjksckj ds fy, vksfj,aVy ba';ksjsal daiuh fyfeVsM ds lkFk chek xBtksM+ ds rgr foÙkh; o"kZ 2016 esa cSad }kjk 5-15 yk• ikWfyfl;ksa ls `.208 djksM+ dk çhfe;e tqVk;k x;k ftlls vftZr jktLo vk; 12» dh o`f¼ n'kkZrs gq, foÙkh; o"kZ 2015 ds `.21-87 djksM+ dh rqyuk esa foÙkh; o"kZ 2016 ds nkSjku `.24-51 djksM+ jghA foÙkh; o"kZ 2015 ds nkSjku 4-40 yk• ikWfyfl;ksa ls `.193 djksM+ dk çhfe;e tqVk;k x;k Fkk ftlesa o`f¼ 8» jgh FkhA cSad us dLVekbTM LokLF; chek ikWfylh ^ih,uch&vksfj,aVy jkW;y esfMDyse* dh fcØh esa 31» dh o`f¼ ntZ dhA foÙkh; o"kZ*15 ds nkSjku fcØh dh xbZ 1]20]797 ikWfyfl;ksa dh rqyuk esa foÙkh; o"kZ*16 ds nkSjku cSad }kjk 1]58]175 ikWfyfl;ksa dh fcØh dh xbZA

fMikWftVjh lsok,a% ● cSad }kjk ,u,lMh,y vkSj lhMh,l,y ds fMikWftVjh lgHkkxh ds :i esa lHkh 'kk•kvksa ds ekè;e ls Hkkjr Hkj esa 3500 ls vfèkd dsaæksa dks doj djrs gq, fMikWftVjh lsok,¡ çnku dh tk jgh gSaA cSad us foÙkh; o"kZ 2016 ds nkSjku fMikWftVjh lsok,¡ çnku dj `.79-60 yk• dh vk; vftZr dh gSA

vkWuykbu VªsfMax lsok,a% ● cSad ds ,lksfl,V~l vFkkZr esllZ ,l,elh Xykscy flD;ksfjVht fyfeVsM] esllZ vkbZMhchvkbZ dSfiVy lfoZlst fyfeVsM vkSj esllZ usVoFkZ LVkWd czksfdax fyfeVsM ds ekè;e ls Hkh vkWuykbu VªsfMax dh lqfoèkk miyCèk djkbZ tk jgh gSaA

foÙkh; o"kZ*16 ds nkSjku vkWuykbu VªsfMax xfrfofèk;ksa ds iQyLo:i bu lg;ksfx;ksa ls `.19-81 yk• dh vk; çkIr dh xbZA

epZsaV cSafdax% ● Js.kh&1 epZsaV cSadj ds :i esa cSad us foÙkh; o"kZ

29

Interest Payments during the FY’16 and earned a fl oat income of `.2.95 crore.

Being Self Certifi ed Syndicate Bank (SCSB), Applications Supported by Blocked Amount (ASBA) facility for submitting of application in public issues (IPO/FPO/Right Issue) has now been made available from all the branches of the Bank. This facility is also available online to Bank’s CASA account holders (both retail and corporate IBS users). ASBA facility is also available for Syndicate/Sub syndicate Members of SEBI.

During FY’16, the Bank collected applications for `.812 crore for 93 assignments handled by the branches.

Credit Card: ● Credit Cards of the Bank have consolidated its market share during the year. The Bank achieved a growth rate of 35.32% in issuance of cards during FY’16

The Bank also introduced Chip cards with PIN and One Time Password (OTP) to facilitate e-commerce transactions. To enhance customer awareness about security aspects, various steps are being regularly taken including sending text messages to cardholders of the Bank.

Issuance activity has become an independent profit centre. Profit from the activity increased to `.524 lakh during the year and contributed to fee based income.

Merchant Acquiring Business: ● Merchant Acquiring Business through installation of Point of Sale (PoS)/GPRS Terminals and Integration of Internet Payment Gateway (Debit/Credit Cards) launched in February 2010 has completed 6 years. The Bank installed 13,699 PoS terminals and integrated 176 Internet Payment Gateways.

RuPay Card: ● The Bank has taken membership of National Payment Corporation of India (NPCI) for acceptance of RuPay Debit card on PNB Point of Sale terminals. Now, in addition to acceptance of cards having logo VISA or MasterCard / Maestro, PNB POS terminals accept RuPay Debit card for all face to face transactions.

KAIRON Project of Punjab Govt. for Grain ●Procurement: PUNGRAIN, a food grains procurement agency of Punjab Government has launched Kisan Arhtia Information and Remittance Online Network (KAIRON) project whereby they are making payments to the farmers through Arhtiyas using RuPay Debit cards with the help of National Payment Corporation of India (NPCI).

The Bank actively participated in the project and has done a business of `.4150 crore as Acquiring Bank and `.2111 crore as Issuing Bank during FY’16.

Bhamashah (e-Mitra) Project: ● The Bank successfully participated in e-Mitra Project of Rajasthan Government and succeeded in obtaining the Project, whereby the

2016 ds nkSjku ykHkka'k Hkqxrku@C;kt Hkqxrku ds dqy 42 vlkbuesaV dk lapkyu fd;k vkSj `.2-95 djksM+ dh ÝyksV vk; vftZr dhA

Loçekf.kr flafMdsV cSad (,llh,lch) gksus ds ukrs vc cSad dh leLr 'kk•kvksa esa lkoZtfud fuxZe (vkbZihvks@,iQihvks@vfèk dkj fu xZe) esa vkosnu çLrqr djus gsrq vo#¼ jkf'k }kjk lefFkZ r vkosnu (,,lch,) lqfoèkk miyCèk djk nh xbZ gSA ;g lqfoèkk cSad ds dklk •krkèkkjdksa (fjVsy ,oa dkWikZsjsV vkbZch,l mi;ksxdrkZvksa) ds fy, Hkh vkWuykbu miyCèk gSA lsch ds flafMdsV@mi flafMdsV lnL;ksa ds fy, Hkh ,,lch, lqfoèkk miyCèk gSA

foÙkh; o"kZ 2016 ds nkSjku cSad us 'kk•kvksa }kjk lapkfyr 93 vlkbuesaV ds fy, `.812 djksM+ ds vkosnu ,d=k fd,A

ØsfMV dkMZ% ● o"kZ ds nkSjku cSad ds ØsfMV dkMks± us cktkj esa viuh fgLlsnkjh dks etcwr fd;kA foÙkh; o"kZ 2016 ds nkSjku cSad us ,sls dkMZ tkjh djus esa 35-32» dh o`f¼ nj çkIr dhA

bZ&dkWelZ ds ysunsu dh lqfoèkk ds fy, cSad us fiu vkSj ou Vkbe ikloMZ (vksVhih) okys fpi dkMZ Hkh is'k fd,A lqj{kk igyqvksa ds ckjs esa xzkgdksa dh tkx:drk dks c<+kus ds fy, cSad ds dkMZèkkjdksa dks VsDLV lans'k Hkstus lfgr fu;fer :i ls fofHkUu mik; fd, tk jgs gSaA

dkMZ tkjh djus dh xfrfofèk ,d Lora=k ykHk dsaæ cu xbZ gSA bl xfrfofèk ls gksus okyk ykHk o"kZ ds nkSjku c<+dj `.524 yk• gks x;k ftlus 'kqYd vkèkkfjr vk; esa ;ksxnku fd;kA

epZsaV vfèkxzg.k dkjksckj% ● fcØh dsaæ (ihvks,l)@thihvkj,l VfeZuy dh LFkkiuk vkSj iQjojh 2010 es vkjaHk gq, baVjusV isesaV xsVos (MsfcV@ØsfMV dkMZ) ds ,dhdj.k ds ekè;e ls fd, tk jgs epZsaV vfèkxzg.k djksckj us 6 o"kZ iw.kZ dj fy, gSaA cSad us 13]699 ihvks,l VfeZuy LFkkfir fd, gSa vkSj ,oa 176 baVjusV isesaV xsVos dk ,dhdj.k fd;k gSA

:is dkMZ% ● cSad us ih,uch fcØh dsUæ VfeZuyksa ij #is MsfcV dkMZ Lohdkjus ds fy, Hkkjrh; jk"Vªh; Hkqxrku fuxe (,uihlhvkbZ) dh lnL;rk yh gSA vc] leLr iQsl&Vw&iQsl ysunsuksa ds fy, ih,uch fcØh dsaæ VfeZuy ohtk ;k ekLVjdkMZ@esLVªks yksxks okys dkMks± dks Lohdkjus ds vfrfjÙkQ #is MsfcV dkMZ dks Hkh Lohdkj djrs gSaA

vukt •jhn ds fy, iatkc ljdkj dh dSjksu ifj;kstuk% ● iatkc ljdkj dh vukt •jhn dh ,d ,tsalh iuxzsu us fdlku vk<+fr;k lwpuk ,oa çs"k.k vkWuykbu usVodZ (dSjksu) ifj;kstuk dk vkjaHk fd;k gS tgka Hkkjrh; jk"Vªh; Hkqxrku fuxe (,uihlhvkbZ) dh lgk;rk ls vk<+fr;ksa ds ekè;e ls #is MsfcV dkMZ dk mi;ksx dj fdlkuksa dks Hkqxrku fd;k tk jgk gSA

cSad us bl ifj;kstuk esa lfØ; :i ls lgHkkfxrk dh gS vkSj foÙkh; o"kZ 2016 ds nkSjku cSad us vfèk xzkgd cSad ds :i esa `.4150 djksM+ dk vkSj tkjhdrkZ cSad ds :i esa `.2111 djksM+ dk dkjksckj fd;k gSA

Hkkek'kkg (bZ&fe=k) ifj;kstuk% ● cSad us jktLFkku ljdkj dh bZ&fe=k

ifj;kstuk esa liQyrkiwoZd lgHkkfxrk dh gS vkSj bl ifj;kstuk dks

30

Bank is going to install 10000 PoS terminals. Service Level Agreement (SLA) was signed and process of implementation has since started.

Multi level EMI facility in PoS terminals: ● At present, PoS terminals of the Bank are not customized with Multi Level EMI facility. In the present scenario, many customers prefer to avail EMI facility. The Bank is going to start the Multi Level EMI facility on the PoS terminals. Draft Agreement relating to it has been sent to M/s Worldline for the purpose of execution.

Launch of NFC Contactless Dual Interface debit ●card: The Bank is going to introduce NFC (Near Field Communication) technology in PNB PoS terminals. In NFC enabled PoS terminals, the card holders can make payments by just waving his card near the PoS terminal instead of dipping or swiping the card

L. Government Business

To bring in effi ciency in pension disbursement, we have provided the following facilities:-

Introduced Digital Life Certifi cate (DLC) and e-PPO which ●is a step towards digitization and error-free pension delivery system.

Approved CPPC at Allahabad for entire army ●pensioners

Set up service centres for pensioners, e.g., for armed ●forces at Allahabad, for naval personnel at Mumbai and air-force personnel at Delhi

Created exclusive e-mail IDs armypension@pnb.co.in; ●airforcepension@pnb.co.in and navypension@pnb.co.in so that pensioners of these wings of armed forces can post their grievances/ references.

Sending reminders through SMS to pensioners to submit ●life certifi cate

Organized Aadhaar seeding Camps across India for ●convenience of pensioners and updated Aadhaar & Mobile numbers in their pensioner data.

The Bank introduced Sukanya Samriddhi Yojana, Kisan Vikas Patra Scheme and on-line opening of PPF accounts. These products are made available through 5990 SOLS of our Bank.

The Bank started 20 new projects for receipt and payment of Govt. dues. The Bank established relationship with State Governments for VAT collections in all States except in North-Eastern, J&K, and Goa.

For increasing effi ciency in cash management, the Bank has made action plan to set up Mega Currency Chest / Cash Processing Centre and reducing the number of Currency chests from 195 to 109 in phased manner.

Govt. Business Income for FY’16 stood at `.102.99 crore

çkIr djus esa liQy jgk ftlesa cSad 10000 ihvks,l VfeZuy LFkkfir

djus tk jgk gSA lsok Lrjh; djkj (,l,y,) ij gLrk{kj fd, x,

gSa vkSj rnqijkar dk;kZUo;u dh çfØ;k vkjaHk gks xbZ gSA

ihvks,l VfeZuy esa cgqLrjh; bZ,evkbZ dh lqfoèkk% ● orZeku esa] cSad ds ihvks,l VfeZuy cgqLrjh; bZ,evkbZ dh lqfoèkk ds lkFk dLVekbt ugha gSaA orZeku ifjn`'; esa dbZ xzkgd bZ,evkbZ lqfoèkk dk ykHk mBkuk ilan djrs gSaA cSad ihvks,l VfeZuy ij cgqLrjh; bZ,evkbZ lqfoèkk vkjaHk djus tk jgk gSA blls lacafèkr çk:i vuqcaèk fu"iknu ds ç;kstu ls esllZ oYMZykbu dks Hkst fn;k x;k gSA

,u,iQlh laidZjfgr nksgjs baVjiQsl okys MsfcV dkMZ dk 'kqHkkjaHk% ● cSad ih,uch ihvks,l VfeZuy esa ,u,iQlh (fu;j iQhYM dE;qfuds'ku)

rduhd 'kq: djus tk jgk gSA ,u,iQlh l{ke ihvks,l VfeZuy esa

dkMZèkkjd dkMZ dks Mkyus vFkok Lokbi djus ds ctk; ihvks,l VfeZuy

ds ikl dsoy vius dkMZ dks ygjk dj gh Hkqxrku dj ldrs gSaA

,y- ljdkjh dkjksckj

isa'ku forj.k esa n{krk ykus ds fy, geus fuEufyf•r lqfo/k,a miyC/ djkbZ gSa%

fMftVy thou çek.k (Mh,ylh) rFkk bZ&ihihvks dk vkjaHk fd;k ●x;k gS tks fMftVyhdj.k vkSj =kqfVghu isa'ku forj.k ç.kkyh dh fn'kk esa mBk;k x;k ,d dne gSA

lsuk ds lHkh isa'kuHkksfx;ksa ds fy, bykgkckn esa lhihihlh LohÑr ●fd;k x;kA

isa'kuHkksfx;ksa ds fy, lsok dsUæksa dh LFkkiuk dh xbZ ;Fkk bykgkckn ●esa l'kL=k lsukvksa ds fy,] eqacbZ esa ukSlsuk dfeZ;ksa ds fy, vkSj fnYyh esa gok ok;qlsuk dfeZ;ksa ds fy,A

armypension@pnb.co.in; airforcepension@pnb.co.in ● vkSj navypension@pnb.co.in ds :i esa fo'ks"k bZ&esy vkbZMh cukbZ xbZ gSa rkfd l'kL=k cyksa ds bu foax ds isa'kuHkksxh viuh f'kdk;rsa@lanHkZ çsf"kr dj ldsaA

thou çek.ki=k çLrqr djus ds fy, isa'kuHkksfx;ksa dks ,l,e,l ds ●ekè;e ls fjekbaMj Hksts tk jgs gSaA

isa'kuHkksfx;ksa dh lqfo/k ds fy, lEiw.kZ Hkkjr esa vk/kj dkMZ lhfMax ●f'kfojksa dk vk;kstu fd;k x;k vkSj muds isa'kuHkksxh MsVk esa vkèkkj vkSj eksckby uacj v|ru fd, x,A

lqdU;k le`f¼ ;kstuk] fdlku fodkl i=k ;kstuk vkSj vkWuykbu ihih,iQ •krk •ksyus dh lqfo/k dk vkjaHk fd;k x;kA gekjs cSad ds 5990 lksy ds ekè;e ls bu mRiknksa dks miyC/ djk;k tkrk gSA

ljdkjh ns;ksa dh çkfIr ,oa Hkqxrku ds fy, 20 ubZ ifj;kstukvksa dk vkjaHk fd;k x;kA iwokZsÙkj] tEew ,oa d'ehj] vkSj xksok dks NksM+dj lHkh jkT;ksa esa jkT; ljdkjksa ds lkFk oSV laxzg ds fy, laca/ LFkkfir fd, x,A

udnh çca/u esa n{krk c<+kus ds fy,] geus esxk djsalh psLV@udnh çlaLdj.k dsaæ LFkkfir djus vkSj djsalh psLV dh la[;k dks pj.kc¼ rjhds ls 195 ls ?kVkdj 109 djus dh dk;Z;kstuk cukbZ gSA

foÙkh; o"kZ 2016 gsrq ljdkjh dkjksckj ls vk; `.102-99 djksM+ jgh tks

31

as compared to `.84.92 crore in FY’15. Claims lodged in Jan’16 for `.11.67 crore with SBI/EPFO/RBI which pertains to FY’16.

M. Treasury Operations

During the period under review, Gross Investment as on 31st March 2016 stood at `.1,54,727 crore as against `.1,49,266 crore as on 31st March 2015 and registered a YoY growth of 3.66%. The average investments as on 31st March 2016 was .1,62,855 crore as against .1,41,340 crore in corresponding period last year. The Interest income from investment portfolio increased from `.10,563 crore for FY’15 to `.11,935 crore for FY’16. The Bank actively traded in sovereign bonds, Non-SLR bonds and equity throughout the fi nancial year. The liquidity position of the Bank was comfortable throughout FY’16 and the funds were managed through CBLO, Repo and Forex market swaps. The Bank complied with all the requirements of CRR/SLR stipulated by the Regulator.

Fixed Income (SLR/NSLR): FY’16 started on a bearish note on the back of unfavourable global factors like Grexit (Greece exit from Euro), China’s devaluation of its currency and fear of US FED hike. In September Monetary policy, the regulator announced a rate cut of 50 bps following which yields softened by around 25 bps along with SLR and HTM cut. However, market could not sustain at these levels and yields hardened on account of excess supply in the market mainly in State Development Bonds and expected supply of DISCOM bonds under scheme Ujwal DISCOM Assurance Yojana (UDAY). This huge demand supply mismatch along with fear of Government not sticking to its fi scal consolidation path and expectations of higher Government borrowing numbers further put pressure on the yields. However, Budget announcement gave a big respite to the market as Government stuck to its fi scal defi cit target and borrowing numbers came much below the market expectations. After the Union Budget 2016-17, 10 year benchmark yields softened by around 40 bps. During FY’16, the Bank booked trading profi t of `.418.63 crore profi ts from sale of investments in Fixed Income.

Equity: During FY’16, Markets declined around 9% and Nifty corrected from its high of 9116 (Mar’15) to low of 6825 (Feb’16) due to Global events like Fed rate hike, China market sell-off, Yuan devaluation, falling crude prices and weak Corporate earnings. However, Markets have shown some recovery after Budget as Government stuck to its Fiscal Defi cit roadmap. On Global front, dovish stance of Fed and renewed FIIs buying supported the market sentiments. Indian Equity Market has been relatively resilient during this period compared to other Major Emerging Market Economies because of its strong fundamentals and domestic consumption story. The Bank booked `.204 crore Trading Profi t in Equity segment and Dividend income increased to `.115.50 crore in FY’16 from `.95.70 crore in FY’15.

Forex: There has been an increase in Forex Income Expenditure due to changing accounting policy. Now the income/ expenditure on swaps is being reposted on gross

foÙkh; o"kZ 2015 esa `.84-92 djksM+ FkhA tuojh 2016 esa foÙkh; o"kZ 2016 ls lacaf/r `.11-67 djksM+ ds nkos ,lchvkbZ@bZih,iQvks@vkjchvkbZ ds ikl nk;j fd, x,A

,e- Vªstjh ifjpkyu

leh{kkèkhu vofèk ds nkSjku] 31 ekpZ 2016 ij ldy fuos'k `.1]54]727 djksM+ jgk tks 31 ekpZ 2015 ij `.1]49]266 djksM+ Fkk vkSj blesa 3-66» dh o"kZ&nj&o"kZ o`f¼ ntZ dh xbZA 31 ekpZ 2016 ij vkSlr fuos'k `.1]62]855 djksM+ jgk tks xr o"kZ dh blh vofèk esa `.1]41]340 djksM+ FkkA fuos'k iksVZiQksfy;ks ls C;kt vk; foÙkh; o"kZ 2015 ds `.10]563 djksM+ ls c<+dj foÙkh; o"kZ 2016 esa `.11]935 djksM+ gks xbZA cSad us iwjs foÙkh; o"kZ esa ljdkjh ckaM] xSj&,l,yvkj ckaM vkSj bfDoVh esa lfØ; dkjksckj fd;kA lEiw.kZ foÙkh; o"kZ 2016 ds nkSjku cSad dh rjyrk dh fLFkfr lgt cuh jgh vkSj lhch,yvks] jsiks vkSj fons'kh eqæk cktkj esa LoSi ds ekè;e ls fufèk;ksa dk çcaèku fd;k x;kA cSad us fu;ked }kjk fuèkkZfjr lhvkjvkj@,l,yvkj dh lHkh vko';drkvksa dk vuqikyu fd;kA

fu;r vk; (,l,yvkj@,u,l,yvkj)% xzsfDlV (xzhl dk ;wjks ls fudyuk)] phu dh eqæk ds voewY;u vkSj vesfjdh iQsM esa c<+ksrjh ds Hk; tSls çfrdwy oSf'od dkjdksa ds dkj.k foÙkh; o"kZ 2016 dk vkjaHk eanh ds #• ds lkFk gqvkA flrEcj dh ekSfæd uhfr esa] fu;ked us C;kt njksa esa 50 chih,l dh dVkSrh dh ?kks"k.kk dh ftlds dkj.k ,l,yvkj vkSj ,pVh,e esa dVkSrh ds lkFk&lkFk çfr iQy esa Hkh yxHkx 25 chih,l dh deh vkbZA rFkkfi] cktkj bu Lrjksa ij ugha cuk jg ldk vkSj cktkj esa vfrfjÙkQ vkiwfrZ] eq[; :i ls jkT; fodkl ckaM vkSj mTtoy fMLdkWe chek ;kstuk (mn;) ds varxZr fMLdkWe ckaM dh visf{kr vkiwfrZ] ds dkj.k çfr iQy esa of¼ gqbZA ekax ,oa vkiwfrZ ds chp dk ;g Hkkjh varj] ljdkj }kjk vius jktdks"kh; lesdu iFk ls gVus dk Hk; vkSj ljdkj }kjk ½.k vkadM+ksa esa c<+ksÙkjh dh vis{kkvksa us çfriQy ij vkSj vfèkd ncko MkykA gkykafd] ctV ?kks"k.kk us cktkj dks cM+h jkgr çnku dh gS D;ksafd ljdkj jktdks"kh; ?kkVs ds vius y{; ij dk;e gS vkSj ½.k vkadM+s cktkj dh mEehnksa ls Hkh dkiQh de gks x, gSaA dsaæh; ctV 2016&17 ds ckn] 10 o"khZ; csapekdZ çfriQy yxHkx 40 chih,l de gqvkA foÙkh; o"kZ 2016 ds nkSjku cSad us fu;r vk; esa fuos'k dh fcØh ls `.418-63 djksM+ dk O;kikfjd equkiQk ntZ fd;kA

bfDoVh% foÙkh; o"kZ 2016 ds nkSjku cktkjksa esa yxHkx 9» fxjkoV vkbZ vkSj iQsM nj esa o`f¼] phu ds cktkjksa esa vifoØ;] ;qvku ds voewY;u] dPps rsy dh dherksa esa fxjkoV vkSj detksj dkWikZsjsV vk; tSlh oSf'od ?kVukvksa ds dkj.k fuÝVh 9116 ds mPpeku (ekpZ*15) ls lqèkj dj 6825 ds fuEueku (iQjojh*16) ij igq¡p x;kA rFkkfi] ctV ds ckn cktkjksa esa dqN lqèkkj fn•kbZ fn;k gS D;ksafd ljdkj jktdks"kh; ?kkVs ds vius jksMeSi ij dk;e gSA oSf'od ekspZs ij iQsM ds uje #• vkSj fons'kh laLFkkxr fuos'kdksa dh ubZ fyokyh us cktkj ds joS;s dk leFkZu fd;kA vius lqn`<+ vkèkkj vkSj ?kjsyw •ir ds dkj.k Hkkjrh; 'ks;j cktkj bl vofèk ds nkSjku mHkjrs cktkjksa okyh vU; çeq• vFkZO;oLFkkvksa dh rqyuk esa vis{kkÑr yphyk cuk jgkA cSad us bfDoVh •aM esa .204 djksM+ dk O;kikfjd equkiQk ntZ fd;k vkSj ykHkka'k vk; foÙkh; o"kZ 2015 ds .95-70 djksM+ ls c<+dj foÙkh; o"kZ 2016 esa `.115-50 djksM+ gks xbZA

fons'kh eqæk% cnyrh gqbZ ys•k uhfr;ksa ds dkj.k fons'kh eqæk vk; O;; esa o`f¼ gqbZ gSA vc LoSi ij vk;@O;; fuoy ds ctk; ldy vkèkkj ij

32

basis instead of net as was being done previously. Net Forex income has increased from `.681.50 crore as on March 2015 to `.1319.60 crore as on 31st March, 2016 showing an increase of 93.63% mainly on account of deployment of surplus of liquid fund by way of short term loans in Dollar Market. However, Exchange Profi t decreased from `.397.72 crore in March 2015 to `.385.98 crore in March 2016.N. Customer Care

The Bank continued to accord top priority to providing prompt and effi cient service to its customers for FY’16 also. The Bank formulated a Grievance Redressal Policy. Efforts were made to redress the grievances of the customers within the framework laid down in the Grievance Redressal Policy.

Systems and procedures for the grievances redressal mechanism are reviewed at regular intervals to remove systemic defi ciency, if any, which help in further improving the customer service.

Initiatives undertaken during FY’16 for improvement in customer service

The Bank introduced an On-line Grievance Redressal ●Management Program called Centralized Grievance Redressal Management System (CGRMS). Customers can lodge their requests/complaints in the CGRMS through the Bank’s website, Internet Banking Service and Mobile Banking Service. Complaints received at Head Offi ce, all the Circle Offi ces and over 1,862 SAP enabled branches are entered in CGRMS. Through this system, the customer gets an immediate automatic acknowledgement and can keep a track of his complaint also.

The position of complaints received by the Bank is ●reviewed by a Sub-Committee of the Board on quarterly basis. The meetings of the Sub-Committee are presided over by Managing Director and CEO. All the Executive Directors, Directors representing Offi cers’ Association, Ministry of Finance and the shareholders’ Directors are members of the Sub-Committee and General Managers of selected business and control Divisions are permanent invitees to the above committee. The above committee held four meetings during FY’16 and reviewed the position of complaints received by the Bank and also complaints received by Chief Customer Service Offi cer (Internal Ombudsman) on quarterly basis.

The Bank also constituted “The Standing Committee on ●Customer Service”, which is chaired by the Executive Director with General Managers of several business and control Divisions of the Bank. The committee also has three eminent non-executives (one senior citizen/ one pensioner/one woman representative) drawn from the public as members. The committee meets every quarter to evaluate feed-back on quality of customer service received from various quarters. The committee also reviews comments/feed-back on customer service and implementation of Code of Bank’s Commitments

iqu% iksLV fd;k tk jgk gS tSlk fd igys fd;k tkrk FkkA fuoy fons'kh eqæk vk; 31 ekpZ] 2015 ds `.681-50 djksM+ ls c<+dj 31 ekpZ] 2016 esa .1319-60 djksM+ gks xbZ ftlus eq[;r;k MkWyj cktkj esa vYikofèk ½.k ds ekè;e ls rjy fufèk;ksa ds vfèk'ks"k ds fofu;kstu ds dkj.k 93-63» dh o`f¼ çnf'kZr dh gSA rFkkfi] fofue; ykHk ekpZ 2015 ds `.397-72 djksM+ ls ?kVdj ekpZ 2016 esa `.385-98 djksM+ gks x;kA

,u- xzkgd lsok

cSad us foÙkh; o"kZ 2016 esa Hkh vius xzkgdksa dks R ofjr ,oa n{k lsok,a çnku

djus dks lokZsP p çkFkfedrk çnku dh gSA cSad us ,d f'kdk;r fuokj.k

uhfr cukbZ gSA xzkgdksa dh f'kdk;rksa dk fuokj.k bl f'kdk;r fuokj.k uhfr

esa fuèkkZfjr ÚseodZ ds Hkhrj djus ds ç;kl fd, x,A

ç.kkyhxr dfe;ksa] ;fn dksbZ gksa] dks nwj djus ds fy, f'kdk;r fuokj.k

ra=k dh ç.kkfy;ksa ,oa çfØ;kvksa dh fu;fer varjky ij leh{kk dh tkrh

gS] tks xzkgd lsok dks csgrj cukus esa lgk;rk djrh gSA

foÙkh; o"kZ 2016 ds nkSjku xzkgd lsok esa lqèkkj gsrq dh

xbZ igy

cSad us dsU æhÑr f'kdk;r fuokj.k çcaèku ç.kkyh (lhthvkj,e,l) ●uked vkWuykbu f'kdk;r fuokj.k çcaèku dk;ZØe dk vkjaHk fd;k

gSA xzkgd cSad dh osclkbV] baVjusV cSafdax lsok rFkk eksckby cSafdax

lsok ds ekè ;e ls vius vuqjksèk@f'kdk;rsa lhthvkj,e,l esa ntZ

dj ldrs gSaA çèkku dk;kZy;] lHkh eaMy dk;kZy;ksa vkSj 1862 ls

vfèkd ,l,ih l{ke 'kk•kvksa esa çkI r f'kdk;rsa lhthvkj,e,l

esa ntZ dh tkrh gSaA bl ç.kkyh ds ekè ;e ls xzkgd dks rqjar gh

L opkfyr ikorh çkI r gksrh gS vkSj og viuh f'kdk;r dks VªSd

dj ldrk gSA

cSad }kjk çkI r f'kdk;rksa dh fLFkfr dh frekgh vkèkkj ij cksMZ ●dh milfefr }kjk laoh{kk dh tkrh gSA bl lfefr dh cSBdksa

dh vè ;{krk çcU èk funs'kd ,oa lhbZvks }kjk dh tkrh gSA lHkh

dk;Zikyd funs'kd] vfèkdkjh ,lksfl,'ku rFkk foR r ea=kky; ds

çfrfufèk funs'kd] 'ks;jèkkjd funs'kd bl milfefr ds lnL ;

gksrs gSa rFkk pqfuank dkjksckj ,oa fu;a=k.k çHkkxksa ds egkçcaèkd bl

lfefr ds L Fkk;h vkefU=kr lnL ; gksrs gSaA bl lfefr dh foÙkh;

o"kZ 2016 ds nkSjku pkj cSBdsa gqbZa vkSj blus cSad rFkk eq[ ; xzkgd

lsok vfèkdkjh (vkarfjd yksdiky) }kjk çkI r dh xbZ f'kdk;rksa

dh frekgh vkèkkj ij leh{kk dhA

cSad us ^xzkgd lsok ij L Fkk;h lfefr* dk xBu Hkh fd;k gS ●ftldh vè ;{krk dk;Zikyd funs'kd }kjk dh tkrh gS vkSj blesa

cSad ds fofHkU u dkjksckj ,oa fu;a=kd çHkkxksa ds egkçcU èkd

gksrs gSaA bl lfefr esa lnL ; ds :i esa turk ls fy, x,

rhu fof'k" V xSj&dk;Zikyd O;fÙkQ (,d ofj" B ukxfjd@,d

isa'kuj@,d efgyk çfrfufèk) 'kkfey gksrs gSaA ;g lfefr xzkgd

lsok dh xq.koÙkk ij fofHkU u {ks=kksa ls çkI r iQhMcSd ds ewY ;kadu

gsrq çR ;sd frekgh esa cSBd djrh gSA ;g lfefr xzkgd lsok ij

fVI if.k;ksa@iQhMcSd vkSj chlh,lchvkbZ ls çkI r xzkgdksa gsrq cSad

33

to Customers received from BCSBI. The Standing Committee on Customer Service held four meetings during FY’16.

Customer Service Com ● mittees have been set up in all the branches and Circle Offi ces to look into the quality of customer service rendered and to critically examine the feedback/suggestions for improvement in customer service. These committees meet once in a month where staff and the invited customers interact freely on service related issues. Two nominated non-offi cial members representing customers are invited in the Circle Level Customer Service Committee Meeting on quarterly basis.

The Bank has established state-of-the-art Contact ●Centres at Gurgaon and NOIDA to provide tele-banking services to its customers on 24 x 7 x 365 basis through two renowned Service Providers. In addition to these two Primary Sites, the Bank also established two Secondary Contact Centres at Mangalore and Bhopal to provide tele-banking services to its customers in 5 regional languages besides Hindi and English.

The Bank constituted teams of offi cials at Customer Care ●Centre at Head Offi ce, Circle Offi ces and Zonal Offi ces to pay incognito visit to branches to assess their standard of service. During FY’16, offi cials of the Bank made 4205 incognito visits to branches Pan India. Defi ciencies pointed out by the visiting offi cials are being shared with the concerned branch and the Circle Offi ce for taking corrective steps for removal of the same. This helps in further improvement in customer service.

Theme Based Meetings are conducted at monthly intervals ●in all branches on a common date on a pre-decided Themes, details of which are provided by Customer Care Centre, HO to improve awareness of fi eld staff about the Bank’s products and services and to sensitize the staff about the issues of utmost importance as well as the changes taking place in the industry and the Bank.

The Bank is publishing a monthly magazine titled ●“Customer Speak” in which selected complaints fi led by customers and the action taken and resolution provided to the complainants are also mentioned. Letters issued by customers appreciating the service of offi cials of the Bank are also published in this magazine. Besides, the Bank’s guidelines on important issues pertaining to customer service, products and services are highlighted in this magazine for the benefi t of fi eld staff.

Due to various initiatives taken by the Bank to improve the customer service, the number of complaints received during FY’16 came down to 29,654 as compared to 29,759 complaints received during FY’15. Out of total number of 29,827 complaints, (i.e., 173 complaints outstanding as on 1st April

dh çfrc¼rk ds dksM ds fØ;kU o;u dh leh{kk Hkh djrh gSA

foÙkh; o"kZ 2016 ds nkSjku xzkgd lsok ij L Fkk;h lfefr dh pkj

cSBdsa vk;ksftr dh xbZaA

xzkgdksa dks çnku dh tk jgh lsokvksa dh xq.koR rk dh tkap djus ●vkSj xzkgd lsok esa lqèkkj gsrq çkIr iQhMcSd@lq>koksa dh xaHkhjrkiwoZd

tkap djus ds fy, lHkh eaMy dk;kZy;ksa ,oa 'kk•kvksa esa xzkgd

lsok lfefr;ka xfBr dh xbZ gSaA ;s lfefr;ka ekg esa ,d ckj cSBd

djrh gSa tgka L VkiQ rFkk vkeaf=kr xzkgd lsok lacaèkh ekeyksa ij eqÙkQ

:i ls laokn djrs gSaA eaMy L rjh; xzkgd lsok lfefr dh cSBdksa

esa frekgh vkèkkj ij xzkgdksa dk çfrfufèkR o djus okys nks ukfer

vukfèkdkfjd lnL ;ksa dks vkeaf=kr fd;k tkrk gSA

cSad us xzkgdksa dks 24 ● x7x365 vkèkkj ij Vsyh&cSafdax lsok,a

çnku djus gsrq nks çfl¼ lsokçnkrkvksa ds ekè;e ls xqM+xkao

vkSj uks,Mk esa vR;kèkqfud laidZ dsaæ LFkkfir fd, gSaA cSad us

mijksÙkQ nks çkFkfed lkbVksa ds lkFk gh vius xzkgdksa dks fgU nh

,oa vaxzsth ds vfrfjD r 5 {ks=kh; Hkk"kkvksa esa Vsyh&cSafdax lsok,a

çnku djus gsrq eaxykSj vkSj Hkksiky esa nks lgk;d laidZ dsUæksa

dh LFkkiuk Hkh dh gSA

cSad us 'kk•kvksa esa lsokvksa ds L rj dk vkdyu djus gsrq budk xqIr nkSjk ●djus ds fy, çèkku dk;kZy; ds xzkgd lsok dsU æ] eaMy dk;kZy;ksa vkSj

vapy dk;kZy;ksa esa vfèkdkfj;ksa dh Vhe xfBr dh gSA foÙkh; o"kZ 2016

ds nkSjku cSad ds vfèkdkfj;ksa }kjk vf•y Hkkjrh; L rj ij 'kk•kvksa ds

4205 xqIr nkSjs fd, x,A nkSjk djus okys vfèkdkfj;ksa }kjk crkbZ xbZ

dfe;ksa dks nwj djus gsrq lqèkkjkR ed dne mBkus ds fy, lacafèkr 'kk•k

vkSj eaMy dk;kZy; ds lkFk bU gsa lk>k fd;k tkrk gSA blls xzkgd lsok

esa vfèkd lqèkkj djus esa lgk;rk feyrh gSA

xzkgd lsok dsU æ] çèkku dk;kZy; }kjk çnÙk fooj.k ds vuqlkj ●fdlh iwoZ fuèkkZfjr Fkhe ij ekfld varjky esa ,d fuf'pr frfFk ij

lHkh 'kk•kvksa esa Fkhe vkèkkfjr cSBdsa vk;ksftr dh tkrh gSa ftlls

iQhYM LVkiQ dks m|ksx rFkk cSad esa gks jgs ifjorZuksa ds lkFk&lkFk

vR ;ar egR oiw.kZ eqíksa ij laosnu'khy cukrs gq, cSad ds mR iknksa vkSj

lsokvksa ds ckjs esa budh tkx#drk dks c<+k;k tkrk gSA

cSad ● ¶dL Vej L ihd¸ uked ekfld if=kdk dk çdk'ku dj jgk

gS ftlesa xzkgdksa }kjk dh xbZ pqfuank f'kdk;rsa vkSj mu ij dh xbZ

dkjZokbZ rFkk f'kdk;rdrkZ dks miyCèk djk, x, lekèkku dk Hkh

mY ys• fd;k tkrk gSA xzkgdksa }kjk cSad ds deZpkfj;ksa dh lsok dh

ljkguk djus gsrq tkjh i=kksa dks Hkh bl if=kdk esa çdkf'kr fd;k

tkrk gSA blds vfrfjD r iQhY M L VkiQ dh lqfoèkk gsrq xzkgd lsok]

mR iknksa ,oa lsokvksa ls lacafèkr egR oiw.kZ eqíksa ij cSad ds fn'kkfunZs'kksa

dk mY ys• fd;k tkrk gSA

xzkgd lsok esa lqèkkj djus gsrq cSad }kjk dh xbZ fofHkU u igyksa ds dkj.k

foÙkh; o"kZ 2015 ds nkSjku çkI r 29759 f'kdk;rksa dh rqyuk esa foÙkh;

o"kZ 2016 ds nkSjku çkI r f'kdk;rksa dh la[ ;k de gksdj 29654 gks

xbZA dqy 29827 f'kdk;rksa (vFkkZr~ 01 vçSy 2015 dks cdk;k 173

34

2015 and 29,654 complaints received during FY’16) 29,610 complaints were resolved as at 31st March 2016. The number of complaints pending as on 31.03.2016 was 217 which have since been resolved.

No award has been passed by any Offi ce of the Banking Ombudsman during FY’16.

O. Implementation of Offi cial Language Policy

The Bank has been leading in the area of implementation of Offi cial Language and achieved almost all the targets in all parameters fi xed by the Government of India, Ministry of Home Affairs, Department of Offi cial Language for FY’16. All the bilingual CBS and HRMS computers are under Hindi Interface. By adopting this bilingual system, implementation of Rajbhasha is increasing. In addition, the Bank is using Unicode fonts for Hindi correspondence at all levels.

During FY’16, the Bank has been awarded with more than 50 awards for its excellent performance in the use of Hindi which includes some of very signifi cant awards namely Rajbhasha Kirti Puraskar (First in ‘A’ region) – a top most award scheme of Govt. of India, RBI Rajbhasha Shield Competition (First in ‘A’ region and Second in ‘B’ region) and other Regional level awards of Ministry of Home Affairs. In addition, Town Offi cial Language Implementation Committees situated in different locations of the country and other Non-Govt. Organizations have also awarded the Bank offi ces. The Bank is successfully convening the Town Offi cial Language Implementation Committees constituted by Govt. of India in Delhi, Bharatpur, Kanpur, Chandigarh, Dharamshala, Sriganganagar, Bulandshahar, Dehradun, Gorakhpur, Kurukshetra, Rohtak, Muzaffarnagar, Hoshiarpur, Hamirpur and Bathinda.

The Draft and Evidence Committee of Parliament on Offi cial Language inspected Ernakulam Circle on 9th January, 2016 and the third sub-committee of Committee of Parliament on Offi cial Language visited Bharatpur circle on 15th February, 2016. The Committee not only expressed satisfaction but also appreciated the efforts made by the Bank for progressive use of Hindi.

The Bank celebrates 'Hindi Maah' in the month of September every year. Various competitions are organised at all India, local and Circle levels in which staff members of all cadres participate enthusiastically. The winners are awarded with prizes in the Rajbhasha function. The Bank has its own Lala Lajpat Rai Rajbhasha Shield Yojana for its various HO Divisions, Circle Offi ces, Training Centres, Zonal Audit Offi ces, etc. Under the scheme, every year, offi ces are awarded with prizes for doing excellent work in the area of Rajbhasha implementation. This year also, the Bank organised Hindi Maah and other programmes/competitions and awards and prizes were given. Sixth collections of articles received in the competitions on

f'kdk;rsa vkSj foÙkh; o"kZ 2016 ds nkSjku çkI r 29654 f'kdk;rsa) esa ls

29610 f'kdk;rksa dk 31 ekpZ 2016 rd fuiVku dj fn;k x;k FkkA

31-03-2016 dks 217 f'kdk;rsa yafcr Fkha ftudk vc fuiVku fd;k

tk pqdk gSA

foÙkh; o"kZ 2016 ds nkSjku cSafdax yksdiky ds fdlh dk;kZy; }kjk dksbZ

Hkh vokMZ ikfjr ugha fd;k x;k gSA

vks- jktHkk"kk uhfr dk dk;kZU o;u

cSad jktHkk"kk ds dk;kZU o;u ds {ks=k esa vxz.kh jgk gS vkSj blus

jktHkk"kk foHkkx] x`g ea=kky;] Hkkjr ljdkj }kjk foÙkh; o"kZ 2016 ds

fy, fuèkkZfjr lHkh ekunaMksa esa yxHkx lHkh y{ ;ksa dks çkI r fd;k gSA

lHkh f}Hkk"kh lhch,l vkSj ,pvkj,e,l dE I ;wVj fgU nh baVjiQsl ds

rgr gSaA bl f}Hkk"kh ç.kkyh dks viukdj] jktHkk"kk ds dk;kZU o;u esa

o`f¼ gks jgh gSA blds vfrfjD r] cSad lHkh L rjksa ij fgU nh i=kkpkj

vkfn ds fy, ;wfudksM iQkWUV~l dk mi;ksx dj jgk gSA

foÙkh; o"kZ 2016 ds nkSjku] cSad dks fgU nh ds ç;ksx esa mR Ñ" V çn'kZu

ds fy, 50 ls vfèkd iqjL dkjks a ls lE ekfur fd;k x;k] ftuesa dqN

vfr egR oiw.kZ iqjL dkj tSls Hkkjr ljdkj dh lokZsP p iqjL dkj ;kstuk

& jktHkk"kk dhfrZ iqjL dkj (^d* {ks=k esa çFke)] Hkkjrh; fjtoZ cSad

jktHkk"kk 'khY M çfr;ksfxrk (^d* {ks=k esa çFke ,oa ^•* {ks=k esa

f}rh;) rFkk x`g ea=kky; ds {ks=kh; L rj ds vU; iqjL dkj 'kkfey gSaA

lkFk gh] ns'k ds fofHkU u L Fkkuksa esa xfBr uxj jktHkk"kk dk;kZU o;u

lfefr;ksa vkSj xSj&ljdkjh laxBuksa }kjk Hkh cSad dk;kZy;ksa dks iqjL Ñr

fd;k x;kA fnY yh] Hkjriqj] dkuiqj] paMhx<+] èkeZ'kkyk] Jhxaxkuxj]

cqyan'kgj] nsgjknwu] xksj•iqj] dq#{ks=k] jksgrd] eqtÝiQjuxj] gksf'k;kjiqj]

gehjiqj vkSj HkfV. Mk esa Hkkjr ljdkj }kjk xfBr uxj jktHkk"kk

dk;kZU o;u lfefr;ksa dk cSad liQyrkiwoZd lapkyu dj jgk gSA

jktHkk"kk ij laln dh elkSnk ,oa lk{ ; lfefr us 09 tuojh 2016

dks ,.kkZdqye eaMy dk fujh{k.k fd;k vkSj lalnh; jktHkk"kk lfefr

dh rhljh milfefr us 15 iQjojh 2016 dks Hkjriqj eaMy dk nkSjk

fd;kA lfefr }kjk u dsoy fgU nh ds çxkeh ç;ksx ds fy, cSad }

kjk fd, x, ç;klksa ds çfr larks"k O ;D r fd;k vfirq bu ç;klksa dh

ljkguk Hkh dh xbZA

cSad çR;sd o"kZ flracj ekg dks ^fgUnh ekg* ds :i esa eukrk gSA vf•y Hkkjr] LFkkuh; vkSj e.My Lrj ij fofHkUu çfr;ksfxrk,a vk;ksftr dh tkrh gSa] ftlesa lHkh laoxks± ds deZpkjh mRlkg lfgr Hkkx ysrs gSaA fotsrkvksa dks jktHkk"kk lekjksg esa iqjLdkjks a ds lkFk lEekfur fd;k tkrk gSA fofHkUu ç-dk- çHkkxksa] e.My dk;kZy;ksa] çf'k{k.k dsUæks a] {ks=kh; ys•kijh{kk dk;kZy;ksa] vkfn ds fy, cSad dh viuh ykyk yktir jk; jktHkk"kk 'khYM ;kstuk gSA bl ;kstuk ds rgr] jktHkk"kk dk;kZUo;u ds {ks=k esa mRÑ"V dk;Z djus ds fy, çR;sd o"kZ dk;kZy;ksa dks iqjLdkj ds lkFk lEekfur fd;k tkrk gSA bl o"kZ Hkh] cSad us fganh ekg ,oa vU; dk;ZØeksa@çfr;ksfxrkvksa dk vk;kstu fd;k vkSj iqjLdkj ,oa lEeku çnku fd, x,A jpukRed ys•u ij

35

creative writing namely PNB Pravah: Ek Aur Kadam has been published. Under Moulik Hindi Pustak Lekhan Yojana of the Bank, cash incentives were awarded to staff members for writing original books in Hindi on Banking and Non-banking subjects. All the staff members, working in the Bank or retired from bank services, can participate under this scheme.

P. PNB’s Subsidiaries and Regional Rural Banks

a. PNB Housing Finance Limited (PNBHFL)

The housing fi nance industry continues to be very competitive and has given excellent growth over last few decades. Inspite of a very challenging year, the Company has achieved its highest ever loans disbursements and profi tability. On the basis of total loan assets, Company is now ranked 5th largest Housing Finance Company (HFC). The Company is also ranked the 2nd largest deposit taking housing fi nance company. The Company has earned this distinction in a short span of fi ve years since starting Business Process Re-engineering project through a PPP model.

To keep pace with its rapid expansion in business, which require huge Tier I capital, the Company has started the process of getting itself listed towards the end of 2nd quarter of FY’17. The Company will shortly come out with its initial public offer which will be in the vicinity of `. 2500 crore.

The Company sanctioned 43,040 loan applications worth `.23,011 crore (Annual growth in sanction number 59% and sanction amount 53%). Loans worth `.14,456 crore were disbursed (Annual growth of 53%). The loan book of the Company reached `.27,177 crore (Annual growth of 62%) and Assets Under Management reached at `.27,555 crore (Annual growth of 59%). The Deposits of the Company reached `.7,115 crore (Annual growth of 45%).

The Company earned Total income of `.2697 crore which grew by 52% on YoY basis. Operating Profi t for the year increased by 76% to reach `.588.20 crore. Further, Profi t before tax for the year was at `.503.09 crore (Annual growth of 70%) and Profi t after tax was `.326.47 crore (Annual growth of 66%).

Total loan delinquencies were 1.48% of End Period Net Receivables (ENR), which is the best in the industry; Gross NPAs were `.59.81 crore i.e. 0.22% of ENR and Net NPAs were `.38.06 crore i.e. 0.14% of ENR during FY'16.

The Company has achieved Net Interest Margin (NIM) of 3.08%, Return on Total Assets (RoA) of 1.45% and Return on Equity (ROE) of 17.08%. The Company had faced tough competition on interest rates from peer HFCs and commercial banks. The Company has managed good NIM through effi cient funds management and resource planning. During FY’16, the Company has achieved the distinction of raising `.500 crore of Green Bonds through IFC Washington for promoting green housing projects in India.

çfr;ksfxrkvksa esa çkIr ys•ksa dk NBk laxzg ih,uch çokg% ,d vkSj dne çdkf'kr fd;k x;k gSA cSad dh ekSfyd fganh iqLrd ys•u ;kstuk ds rgr] cSafdax vkSj xSj&cSafdax fo"k;ksa ij fganh esa ekSfyd iqLrd ys•u ds fy, LVkiQ lnL;ksa dks udn çksRlkgu çnku fd, x,A cSad esa dk;Zjr vFkok cSad dh lsokvksa ls lsokfuo`Ùk lHkh LVkiQ lnL; bl ;kstuk ds rgr Hkkx ys ldrs gSaA

ih- ih,uch vuq"kafx;ka ,oa {ks=kh; xzkeh.k cSad

d- ih,uch gkmflax iQkbusal fyfeVsM (ih,uch,p,iQ,y)

vkokl foÙk m|ksx vR;ar çfrLièkkZRed cuk gqvk gS vkSj fiNys dqN

n'kdksa esa blesa mRÑ"V o`f¼ gqbZ gSA ,d pqukSrhiw.kZ o"kZ ds ckotwn] daiuh us

vius vfèkdre ½.k laforj.k ,oa ykHkçnrk dks çkIr fd;k gSA dqy ½.k

vkfLr;ksa ds vkèkkj ij] daiuh vc ikapoh lcls cM+h vkokl foÙk daiuh

(,p,iQlh) gSA daiuh nwljh lcls cM+h tekjkf'k;ka ysus okyh vkokl

foÙk daiuh Hkh gSA daiuh us ihihih ekWMy ds ekè;e ls dkjksckj çfØ;k

jh&bathfu;fjax ifj;kstuk dks vkjaHk djus ls ikap o"kks± dh vYi vofèk esa

gh ;g xkSjo vftZr fd;k gSA

dkjksckj esa vius rhoz foLrkj dks cuk, j•us ds fy,] ftlesa fo'kky fV;j I iwath vko';d gS] daiuh us foÙkh; o"kZ 2017 dh nwljh frekgh ds var rd

lwphc¼ gks tkus dh çfØ;k vkajHk dj nh gSA daiuh 'kh?kz gh yxHkx .2500

djksM+ dk viuk çkjafHk d lkoZtfu d çLrko (vkbZihvks) fudkysxhA

dEiuh us `.23011 djksM+ jkf'k ds 43040 ½.k vkosnu LohÑr fd,

(LohÑr la[ ;k esa 59» rFkk LohÑr jkf'k esa 53» okf"kZd o`f¼)A

`.14456 djksM+ ds ½.k laforfjr fd, x, (53» dh okf"kZd o`f¼)

A daiuh dh ½.k cgh `.27177 djksM+ (62» dh okf"kZd o`f¼) vkSj

çcafèkr vkfLr;ka `.27555 djksM+ (59» dh okf"kZd o`f¼) gks xbZ gSaA

dEiuh dh tekjkf'k;ka `.7115 djksM+ (45» dh okf"kZd o`f¼) ij

igq¡p xbZ gSaA

dEiuh dh dqy vftZr vk; `.2697 djksM+ ftlesa o"kZ nj o"kZ vkèkkj ij

52» dh o`f¼ gqbZA o"kZ gsrq ifjpkyu ykHk 76» o`f¼ ds lkFk `.588-20

djksM+ jgkA blds vfrfjDr o"kZ gsrq dj iwoZ ykHk `.503-09 djksM+ (70»

dh okf"kZd o`f¼) jgk_ vkSj o"kZ gsrq dj i'pkr ykHk `.326-47 djksM+

(66» dh okf"kZd o`f¼) jgkA

dqy ½.k pwdsa var vofèk fuoy çkI; (bZ,uvkj) dk 1-48» jgha tks

m|ksx esa lokZsÙke gSA foÙkh; o"kZ 2016 ds nkSjku ldy ,uih, `.59-81

djksM+ vFkkZR k bZ,uvkj dk 0-22» Fks rFkk fuoy ,uih, `.38-06 djksM+

vFkkZR k b,uvkj dk 0-14» jgsA

daiuh us 3-08» dk fuoy C;kt ekftZu (,uvkb,e)] 1-45» dk dqy

vkfLr;ksa ij çfriQy (vkjvks,) vkSj 17-08» dk bfDoVh ij çfriQy

(vkjvksbZ) vftZr fd;kA daiuh us C;kt njksa ij led{k vkokl foÙk

daifu;ksa vkSj okf.kfT;d cSadksa ls dM+h çfrLièkkZ dk lkeuk fd;kA daiuh

us dq'ky fufèk çcaèku ,oa lalkèku fu;kstu ds ekè;e ls vPNk ,uvkbZ,e

cuk, j•kA foÙkh; o"kZ 2016 ds nkSjku] daiuh us Hkkjr esa gfjr vkokl

ifj;kstukvksa ds çksRlkgu gsrq vkbZ,iQlh okf'kaxVu ds ekè;e ls `.500

djksM+ ds xzhu ckaM tqVkus dh miyfCèk vftZr dhA

36

The Company was felicitated for ‘Outstanding Contribution to CSR’ at the CREDAI Conclave 2015 by Hon’ble Union Minister Shri Rajiv Pratap Rudy. The Company was also awarded the ‘Housing Finance Company of the Year’ at the 8th Annual Real Estate Summit and Awards hosted by Franchise India and ET Now. The Company was honoured for its IT transformation journey by EMC Corporation in an event held in partnership with Cisco, VM Ware, etc.

b. PNB Gilts Limited

During FY’16, the yields on Government securities trended down, with the ten-year benchmark yield moving down to 7.46% as on 31st March 2016 as against previous year close of 7.74%. Though the yields on point to point basis declined, the market remained highly volatile with the yields moving up for major part of the year. This was despite an accommodative stance by RBI with a cut in repo rate of 75 basis points. Infl ation was well contained and Current Account Defi cit was comfortable with a slump in global prices of oil and gold. Internationally too, the major economies like Euro zone, China, Japan were on an easing path whilst USA raised the rates.

The main reason for this directional mismatch was the demand supply gap in the government securities and enhanced supply of normal State Developmental Loans. The uncertainty hanging over the issuance of UDAY bonds also weighed heavily on market. Further, despite accommodative Monetary Policy stance, RBI kept the system liquidity in defi cit mode with average liquidity defi cit of more than rupees one lakh crore. It was only from February end onwards, with the completion of Government borrowings and aggressive OMO purchases by RBI that this demand-supply mismatch was reversed. This was further aided by the fi scal defi cit pegged at 3.5% for FY’17, reduction in small savings rate, lower retail infl ation and a positive early expectation of a normal monsoon. Accordingly the yield on 10-year benchmark Government security which opened the year at 7.74%, touched a high of 7.99% and closed the year at 7.46%.

Against the backdrop of extreme volatile market conditions, the Company managed to post a Profi t Before Tax of `.51.47 crore as on 31st March 2016. The Company fulfi lled all its obligations as a Primary Dealer in both primary and secondary markets. The total outright turnover stood at `.3.76 lakh crore, whereas, the total Networth of the Company rose to `.731.22 crore as on 31st March 2016 from `.718.06 crore as on 31st March 2015.

c) Punjab National Bank International Limited (PNBIL)

Financial Year 2015-16 was a year of consolidation for the PNBIL. During the year, PNBIL adopted holding business strategy with increased focus on strengthening the Corporate and Risk Governance frameworks. PNBIL also endeavoured for revision in various Credit Risk, Capital and Liquidity Management policies.

daiuh dks ekuuh; ØsMkbZ dkUDyso 2015 esa dsUæh; ea=kh] Jh jktho çrki

:Mh }kjk ^lh,lvkj esa lokZsRÑ"V ;ksxnku* ds fy, lEekfur fd;k x;kA

daiuh dks Úsapkbt bafM;k ,oa bZVh ukm }kjk vk;ksftr 8osa okf"kZd fj;y

,LVsV lfeV vkSj vokWM~lZ esa ^o"kZ dh vkokl foÙk daiuh* dk iqjLdkj

çnku fd;k x;kA daiuh dks bldh vkbZVh :ikarj.k ;k=kk ds fy, bZ,elh

dkWikZsjs'ku }kjk flldks] oh,e os;j vkfn dh lk>snkjh esa vk;ksftr dk;ZØe

esa lEekfur fd;k x;kA

•- ih,uch fxYV~l fyfeVsM

foÙkh; o"kZ 2016 ds nkSjku ljdkjh çfrHkwfr;ksa ds çfriQy esa fxjkoV dh

ço`fÙk ns•h xbZ vkSj 10&o"khZ; csapekdZ çfriQy 31-03-2016 dks fxjdj

7-46» gks x;k tks iwoZorhZ o"kZ ds lekiu ij 7-74» jgk FkkA ;|fi fcanqokj

vkèkkj ij çfriQy esa deh vkbZ] o"kZ ds vfèkdk¡'k Hkkx esa çfriQy esa

c<+ksÙkjh ds lkFk cktkj vR;fèkd vfLFkj cuk jgkA ,slk Hkkjrh; fjtoZ cSad

}kjk jsiks nj esa 75 vkèkkj fcanqvksa dh deh fd, tkus lfgr blds mnkj

n`f"Vdks.k ds ckotwn gqvkA eqækLiQhfr HkyhHkkafr fu;af=kr jgh vkSj rsy o

Lo.kZ dh oSf'od dherksa esa fxjkoV ds lkFk pkyw •krk ?kkVk BhdBkd

jgkA varjkZ"Vªh; :i ls Hkh] ;wjks tksu] phu] tkiku tSlh cM+h vFkZO;oLFkk,a

ujeh ds iFk ij jgha tcfd ;w,l, us njksa esa o`f¼ dhA

bl fn'kkxr vlekurk dk eq[ ; dkj.k ljdkjh çfrHkwfr;ksa dh ekax ,oa

vkiwfrZ dk varj vkSj lkekU; jkT; fodkl ½.kksa dh c<+h gqbZ vkiwfrZ FkkA

mn; ckaMksa ds tkjh gksus ls lacafèkr vfuf'prrk us Hkh cktkj ij vR;fèkd

çHkko MkykA lkFk gh] Hkkjrh; fjtoZ cSad us mnkj ekSfæd uhfr n`f"Vdks.k

ds ckotwn :i, ,d yk• djksM+ ls vfèkd ds vkSlr pyfufèk ?kkVs ds

lkFk ç.kkyhxr vFkZlqyHkrk dks ?kkVs ds eksM esa j•kA ljdkjh ½.kçfØ;k

ds iwjk gksus rFkk vkjchvkbZ }kjk vkØked vks,evks •jhn ds lkFk iQjojh

lekIr gksus ds ckn gh ekax&vkiwfrZ vlekurk myV ldhA foÙkh; o"kZ 2017

ds fy, vuqekfur 3-5» foÙkh; ?kkVs] y?kq cpr nj esa deh] de •qnjk

eqækLiQhfr rFkk lkekU; ekulwu dh ldkjkRed 'kh?kz vk'kk us blesa vkSj

Hkh vfèkd lgk;rk çnku dhA rnuqlkj 10&o"khZ; csapekdZ ljdkjh çfrHkwfr

ij çfriQy] tks o"kZ dh 'kq:vkr esa 7-74» Fkk] 7-99» ds vfèkdre Lrj

dks Nwdj o"kZ ds lekiu ij 7-46» jgkA

cktkj dh vR;fèkd vfLFkj ifjfLFkfr;ksa dh i`"BHkwfe esa Hkh daiuh us 31

ekpZ 2016 ij `.51-47 djksM+ dk dj iwoZ ykHk ntZ fd;kA daiuh us

çkFkfed vkSj f}rh;d cktkjksa esa çkFkfed Mhyj ds :i esa vius leLr

nkf;Roksa dks iwjk fd;kA dqy ,deq'r VuZvksoj `.3-76 yk• djksM+ jgk

tcfd daiuh dh fu oy ekfy ;r 31 ekpZ 2015 ds `.718-06 djksM+ ls

c<+dj 31 ekpZ 2016 dks `.731-22 djksM+ gks xbZA

x- iatkc uS'kuy cSad baVjus'kuy fyfeVsM (ih,uchvkbZ,y)

ih,uchvkbZ,y ds fy, foÙkh; o"kZ 2015&16 lesdu dk o"kZ jgkA o"kZ ds nkSjku ih,uchvkbZ,y us fuxfer ,oa tksf•e lq'kklu ÚseodZ ds lqn`<+hdj.k ij vfèkd è;ku dsfUær djrs gq, èkkj.k dh dkjksckjh j.kuhfr dks viuk;kA cSad us fofHkUu ½.k tksf•e] iwath ,oa pyfufèk çcaèku uhfr;ksa esa la'kksèku dk ç;kl fd;kA

37

In order to demonstrate effective 3 Lines of Defence, PNBIL has revised its Corporate Governance structure, appointed Chief Risk Offi cer (CRO), Chief Finance Offi cer (CFO) and Company Secretary. PNBIL created/revised structure of the various committees including Nomination and Remuneration Committee, Credit Approval Committee, Risk and Compliance Committee, Credit Risk Oversight Committee. PNBIL has also created a separate Credit Monitoring and Recovery Department for the effective management of stressed assets.

This is the ninth year of operations for PNBIL and it achieved a total business fi gure of $2,834 million. Operating Profi t for FY'16 amounted to $38.26 million as against $41.49 million in FY'15. Decrease in operating profi t was mainly on account of reduced treasury income by $4.35 million.

During FY’16, total lending stood at $1,476 million as compared to $1,555 million in 2015. Net Interest Income has shown improvement which increased by $2.90 million signifying better margins. Net trading income decreased by $4.19 million due to market rate movements.

Expenditure increases were due to the PNBIL upgrading its governance and control environment and investing in systems to enable it to meet the increasing regulatory challenges faced by all banks.

Many of the PNBIL’s customers have been adversely affected this year by the slow economic growth in India, the delay in fl ow of funds to the much awaited infrastructure projects and the global slowdown. This has resulted in increased gross impaired advances to $144.99 million ($82.53 million in 2015) necessitating the need for the PNBIL to take a higher level of impairment provisions.

In addition to this, PNBIL took the opportunity to further fi ne-tune its impairment recognition and provision methodology resulting in an additional impairment provisioning of $71.85 million. The net impaired advances have accordingly reduced from $47.03 million in 2015 to $36.37 million in 2016.

PNBIL is the fi rst among Indian Bank subsidiaries/branches that launched tax saver Cash ISA product and Contactless Master Debit card, which are one of the most popular products of the PNBIL. Strategic integration, parental support, continuous innovation, customer centric approach, niche positioning and competitive advantage in its targeted customer base are the key strengths PNBIL is enjoying in UK. PNBIL has its own dedicated treasury at London and a back offi ce in India. PNBIL is complying with all regulatory and capital adequacy guidelines of Prudential Regulation Authority of UK. Offering basic banking products and relationship banking continues to be the strong selling point for the Bank. PNBIL has built a strong brand image in the UK market.

d. Punjab National Bank Investment Services Limited (PNBISL)

PNB Investment Services Ltd (PNBISL) is a wholly owned subsidiary of Punjab National Bank. The Company commenced

j{kk dh çHkkoh rhu ykbuksa ds çn'kZu ds mís'; ls ih,uchvkbZ,y us viuh fuxfer lq'kklu lajpuk dks la'kksfèkr fd;k rFkk eq[ ; tksf•e vfèkdkjh (lhvkjvks)] eq[ ; foÙk vfèkdkjh (lh,iQvks) vkSj daiuh lfpo dks fu;qÙkQ fd;kA ih,uchvkbZ,y us ukekadu ,oa ikfjJfed lfefr] ½.k vuqeksnu lfefr] tksf•e ,oa vuqikyu lfefr] ½.k tksf•e fuxjkuh lfefr lfgr fofHkUu lfefr;ksa dks lftr@la'kksfèkr fd;kA cSad us nckoxzLr vkfLr;ksa ds çHkkoh çcaèku ds fy, iFkd ½.k fuxjkuh ,oa olwyh foHkkx cuk;k gSA

ih,uchvkbZ,y ds fy, ifjpkyu dk ;g ukSoka o"kZ gS vkSj blus dqy dkjksckj esa $2834 fefy;u ds vkadM+s çkIr dj fy, gSaA foÙkh; o"kZ 2016 ds fy, ifjpkyu ykHk 2015 esa $41-49 fefy;u ds fo#¼ $38-26 fefy;u FkkA ifjpkyu ykHk esa deh eq[;r% $4-35 fefy;u dh de Vªstjh vk; ds dkj.k gqbZ gSA

foÙkh; o"kZ 2016 ds nkSjku dqy ½.k 2015 esa $1555 fefy;u dh rqyuk esa $1476 fefy;u jgsA fuoy C;kt vk; us lqèkkj n'kkZ;k gS tks csgrj ekftZu fn•krs gq, c<+dj $2-90 fefy;u gks xbZA cktkj njksa esa fujarj ifjorZu ds dkj.k fuoy O;kikj vk; esa $4-19 fefy;u dh deh gqbZA

ih,uchvkbZ,y }kjk vius lq'kklu rFkk fu;a=k.k okrkoj.k ds mUu;u ,oa ç.kkfy;ksa esa fuos'k ds dkj.k O;; esa o`f¼ gqbZ rkfd lHkh cSadksa }kjk lkeuk dh tk jgh c<+rh fofu;ked pqukSfr;ksa dh iwfrZ dh tk ldsA

bl o"kZ Hkkjr esa vkfFkZd fodkl esa eanh] cgqçrhf{kr baÚkLVªDpj ifj;kstukvksa esa fufèk;ksa ds çokg esa foyEc rFkk oSf'od eanh ds dkj.k ih,uchvkbZ,y ds dbZ xzkgd çfrdwy :i ls çHkkfor gq,A blds ifj.kkeLo:i ldy {kr vfxze c<+dj $144-99 fefy;u gks x, (2015 esa $82-53 fefy;u) ftlls ih,uchvkbZ,y ds fy, {kfrxzLrrk çkoèkkuksa ds Lrj dks c<+kuk vko';d gks x;kA

blds vfrfjÙkQ] ih,uchvkbZ,y us viuh {kfrxzLrrk fu èkkZj.k vkSj çkoèkkuhdj.k i¼fr dks vfèkd nq#Lr djus ds fy, bl volj dk ç;ksx fd;k ftlds ifj.kkeLo:i $71-85 fefy;u dk vfrfjÙkQ {kfrxzLrrk çkoèkkuhdj.k fd;k x;kA rnuqlkj] o"kZ 2016 esa fuoy {kr vfxze $47-03 fefy;u ls ?kVdj 2015 esa $36-37 fefy;u gks x,A

Hkkjrh; cSadksa dh lHkh vuq"kafx;ksa@'kk•kvksa esa ih,uchvkbZ,y loZçFke gS ftlus dj cpr udnh vkbZ,l, mRikn vkSj laidZjfgr ekLVj MsfcV dkMZ vkjaHk fd;k gS] tks ih,uchvkbZ,y ds vR;fèkd yksdfç; mRiknksa esa ls gSaA j.kuhfrd lesdu] ewy cSad ls lgk;rk] lrr uoksU es"k] xzkgd dsfUær nf"Vdks.k] fup iksth'kfuax vkSj vius yf{kr xzkgd vkèkkj esa çfrLièkkZRed ykHk os çeq• etcwr i{k gSa ftudk ih,uchvkbZ,y dks ;wds esa ykHk fey jgk gSA ih,uchvkbZ,y dh yanu esa •qn dh lefiZr Vªstjh gS vkSj Hkkjr esa cSd vkWfiQl gSA ih,uchvkbZ,y ;wds dh çqMsaf'k;y jsxqysVjh vFkkWfjVh ds leLr fofu;ked o iwath i;kZI rrk fn'kkfunZs'kksa dk vuqikyu dj jgk gSA ewyHkwr cSafdax mRikn miyCèk djkuk vkSj fj'rksa dh cSafdax ih,uchvkbZ,y ds lqn<+ foØ; fcanq jgs gSaA ih,uchvkbZ,y us ;wds ds cktkj esa lqn<+ czk.M Nfo fufeZr dh gSA

?k- iatkc uS'kuy cSad bUosLVesUV lfoZlst fyfeVsM (ih,uchvkbZ,l,y)

iatkc uS'kuy cSad bUosLVesUV lfoZlst fyfeVsM (ih,uchvkbZ,l,y) iatkc uS'kuy cSad ds iw.kZ LokfeRo okyh vuq"kaxh gSA daiuh us fnukad

38

08-06-2009 dks viuk ifjpkyu vkjaHk fd;kA daiuh ds dk;kZy; eqEcbZ] fnYyh] psUubZ] vgenkckn vkSj gSnjkckn esa fLFkr gSaA

daiuh U;klèkkfjrk lsokvksa ds vfrfjÙkQ foÙkh; ewY;kadu] rduhdh vkfFkZd laHkkO;rk vè;;u] ½.k lewgu vkSj daiuh dtZ iqujZpuk lsokvksa tSlh epZsUV cSafdax vkSj fuxfer ijke'khZ lsok,a çnku djus esa layXu gSA

foÙkh; o"kZ 2016 ds nkSjku daiuh us `.7-51 djksM+ dh 'kqYd vkèkkfjr vk; vftZr djrs gq, `.10-93 djksM+ dh dqy vk; vftZr dh gS tcfd foÙkh; o"kZ 2015 esa ;s Øe'k% `.11-13 djksM+ vkSj `.14-53 djksM+ FksA foÙkh; o"kZ 2016 ds nkSjku dj iwoZ ykHk `.6-11 djksM+ jgk tks foÙkh; o"kZ 2015 gsrq `.10-70 djksM+ FkkA

foÙkh; o"kZ 2016 ds nkSjku epZsUV cSafdax vkSj U;klèkkfjrk {ks=kksa ls mRiUu vk; esa lqèkkj gqvkA rFkkfi] Hkkjrh; fjtoZ cSad }kjk 01-04-2015 ls iqu%lajfpr ½.kksa gsrq fofu;ked lfg" .kqrk gVk, tkus ds dkj.k vkSj lkekU; vkfFkZd fxjkoV ,oa fdlh cM+h dSisD l ifj;kstuk ds u vkus ds dkj.k lhMhvkj vkSj flaMhds'ku dkjksckj esa deh vkbZA bl çdkj] foÙkh; o"kZ 2016 esa daiuh ds dqy jktLo esa fxjkoV vkbZA

yphyh iqu%lajpuk vkSj j.kuhfrd ½.k iqu%lajpuk ;kstuk ds ekè;e ls oSdfYid ½.k lekèkku ra=k ds vkjaHk ls daiuh us bl {ks=k esa dbZ igy dh gSa vkSj vius jktLo dks c<+kus gsrq dk;Z vkjaHk dj fn;k gSA

çkFkfed iwath cktkj {ks=k esa iqujksRFkku ns•k tk jgk gSA bl {ks=k esa fodkl dh xfr ls dne feykrs gq, daiuh us dqN vkbihvks vlkbuesaV vftZr fd, gSa vkSj viuh n`';rk cukus rFkk epZsUV cSafdax {ks=k esa viuh vk; esa o`f¼ ds çfr vk'kkoknh gSA

daiuh jk"Vª esa csgrj ,oa mUur vkS|ksfxd okrkoj.k dh vk'kk djrh gS ftlls ;g epZsUV cSafdax] ½.k ewY;kadu ,oa ½.k lewgu {ks=kksa esa vfèkd dkjksckj tqVk lds vkSj viuh vk; esa i;kZI r o`f¼ dj ldsA

M+) Mªd ih,uch cSad fyfeVsM] HkwVku

vuq"kaxh us o"kZ 2016 esa liQy ifjpkyu ds N% o"kZ iwjs fd, vkSj 31-03-2015 ij `.967-55 djksM+ ls c<+dj 31-03-2016 esa `.2344-81 djksM+ dk dqy dkjksckj o`f¼ ntZ dhA vuq"kaxh dks xzkgd vkèkkj dh n`f"V ls Hkh mRlkgoèkZd ifj.kke çkIr gq, vkSj 31-03-2016 ij blds •krksa dh la[;k 90 gtkj ls vfèkd jgh tks xr o"kZ ls 17» vfèkd gSA fuoy ykHk foÙkh; o"kZ 2015 ds `.10-71 djksM+ ls c<+dj foÙkh; o"kZ 2016 ds nkSjku `.21-76 djksM+ gks x;kA

vuq"kaxh us u dsoy larks"ktud dkjksckjh o`f¼ ntZ dh vfirq bldh vkfLr;ksa vkSj ns;rkvksa dh xq.koÙkk vkS|ksfxd vkSlr ls dkiQh csgrj jgh (ldy ,uih,y 10» ls vfèkd vuqekfur)A vuq"kaxh dk •qnjk tekjkf'k vkèkkj] ftls LFkk;h ekuk tkrk gS] dqy tekjkf'k;ksa ds 81» ls vfèkd gS tcfd vtZd vfxze dqy vfxze ds 96» gSaA

p- {ks=kh; xzkeh.k cSad

orZeku esa] cSad }kjk 5 {ks=kh; xzkeh.k cSadksa dks çk;ksftr fd;k x;k gSA ;g {ks=kh; xzkeh.k cSad fcgkj] gfj;k.kk] fgekpy çns'k] iatkc vkSj mÙkj çns'k ds ikap jkT;ksa esa ifjpkyujr gSa vkSj 2301 'kk•kvksa ds usVodZ }kjk 74 ftyksa dks doj djrs gSaA

its operation on 8.6.2009. The Company has its offi ces at Mumbai, Delhi, Chennai, Ahmedabad and Hyderabad.

The Company is engaged in providing Merchant Banking and Corporate Advisory services like Financial Appraisal, Techno-Economic viability Study, Debt Syndication and Corporate Debt Restructuring besides providing Trusteeship services.

During FY’16, the Company earned fee based income of .7.51 crore with a total income of `.10.93 crore as against a fee of `.11.13 crore and `.14.53 crore respectively for FY'15. Profi t Before Tax during FY’16 stood at `.6.11 crore as against `.10.70 crore for FY’15.

There has been an improvement in the revenue generated from the Merchant Banking and Trusteeship segments during FY'16. However, due to the withdrawal of the regulatory forbearance by RBI for restructured loans with effect from 1st April 2015 and general economic downturn and no major CAPEX projects coming up, there was a drop in business in CDR and syndication business. Hence, the overall revenue of the Company declined in the FY'16.

With the introduction of alternate debt resolution mechanism through fl exible restructuring and strategy debt restructuring scheme, the Company has taken initiatives and started working in the segment to enhance its revenue.

Primary Capital Markets segment is witnessing a revival and the Company keeping pace with the development in this segment has bagged a couple of IPO assignments and is hopeful of creating its visibility and increase its revenues in Merchant Banking segment.

The Company hopes for a better and improved industrial environment in the country to bag more business in Merchant Banking, Credit Appraisal and Debt syndication segments, thereby signifi cantly enhancing its revenues.

e. DRUK PNB Bank Ltd., Bhutan

The Subsidiary completed 6 years of successful operations in 2016 registering a growth in total business from `.967.55 crore as at 31.3.15 to `. 2344.81 crore as at 31.03.2016. In terms of customer base also, the Subsidiary achieved encouraging results with number of accounts surpassing 90,000 mark as on 31st March’16, an increase of over 17% over last year. Net Profi t increased to `.21.76 crore during FY’16 from `.10.71 crore during FY’15.

The Subsidiary not only registered satisfactory business growth, but also maintained the quality of assets and liabilities much better than the Industry average (Gross NPL estimated at over 10%).The retail deposit base of the Subsidiary, which is considered to be stable deposit, is above 81% of the total deposits, while the performing advances are 96% of total advances.

f. Regional Rural Banks (RRBs)

At present, fi ve RRBs are sponsored by the Bank. These RRBs are operating in fi ve States, namely, Bihar, Haryana, Himachal Pradesh, Punjab and Uttar Pradesh covering 74 districts with a network of 2301 branches.

39

bu {ks=kh; xzkeh.k cSadksa dh dqy pqdrk iwath `.199-30 djksM+ jghA dsUæ

ljdkj] jkT; ljdkj vkSj ih,uch us bu {ks=kh; xzkeh.k cSadksa dh çnR r iwath

esa Øe'k% 50%15%35] ds vuqikr esa va'knku fd;k gSA bu {ks=kh; xzkeh.k

cSadksa dh iwath esa cSad dk va'knku `.69-76 djksM+ FkkA 31-03-2016 dks

{ks=kh; xzkeh.k cSadksa dh la;qÙkQ fuoy ekfy;r `.2929 djksM+ FkhA

o"kZ ds nkSjku lHkh {ks=kh; xzkeh.k cSadksa dk dqy dkjksckj foÙkh; o"kZ 2016 esa

foÙkh; o"kZ 2015 ds .45630 djksM+ ls c<+dj .52133 djksM+ gks x;k ftlesa

`.6503 djksM+ dh of¼ (o"kZ&nj&o"kZ of¼% 14-25») gqbZA 31-03-2016 dks

dqy tekjkf'k;ka vkSj dqy vfxze Øe'k% `.33492 djksM+ (o"kZ&nj&o"kZ of¼

14-72») vkSj `.18641 djksM+ (o"kZ&nj&o"kZ of¼ 13-42») jgsA

31-03-2016 ij {ks=kh; xzkeh.k cSadksa dk dqy fuoy ykHk .320 djksM+ jgkA lHkh ih,uch çk;ksftr cSad ykHk dh fLFkfr esa FksA foÙkh; o"kZ 2016 ds nkSjku {ks=kh; xzkeh.k cSadksa dk ldy ,uih, `.692 djksM+ ls c<+dj `.764 djksM+ (dqy vfxzeksa dk 4-10») gks x;kA foÙkh; o"kZ 2016 ds nkSjku {ks=kh; xzkeh.k cSadks }kjk 157 ubZ 'kk•k,a •ksyh xbZa ftlls budh 'kk•kvksa dk dqy usVodZ 2301 gks x;kA ;s lHkh 'kk•k,a lhch,l ij gSa vkSj buds deZpkfj;ksa dh dqy la[;k 8714 gSA ;s vkadM+s foÙkh; o"kZ 2016 ds fy, ys[kk ijhf{kr ugha gSaA

31-03-2016 dks çèkkuea=kh tu èku ;kstuk ds varxZr •krksa dks •ksyus esa çxfr 32]99]189 jgh ftuesa 22]86]660 •krksa esa #is MsfcV dkMZ tkjh fd, x,A bu •krksa esa cdk;k 'ks"kjkf'k `.653-70 djksM+ FkhA 31-03-2016 dks 'kwU; cdk;k okys •krksa dh dqy la[;k 1]63]750 FkhA

cSad }kjk çk;ksftr {ks=kh; xzkeh.k cSad viuh mifLFkfr ds {ks=kksa ds vkfFkZd fodkl esa lfØ; :i ls lgHkkfxrk dj jgs gSaA dksj cSafdax lekèkku (lhch,l) ds dk;kZU o;u ds lkFk xzkeh.k xzkgdksa dks Hkh uohure rduhd dk ykHk fey jgk gS ftlls xzkeh.k t#jreanksa dks foÙkh; lekos'ku ;kstuk ds rgr vius ?kj ij gh lsok,a miyCèk gks jgh gSaA

{ks=kh; xzkeh.k cSad ,uvkjvkbZ@,uvkjvks •krs Hkh •ksy jgs gSaA lHkh {ks=kh; xzkeh.k cSadksa esa xzkgdksa dks ekbØks ,Vh,e] vkjVhth,l] :is ,Vh,e dkMZ@dslhlh dkMZ] ,iQvkbZih ds varxZr fd;kWLd cSafdax lksY;w'ku (dsch,l)] MhchVh ds varxZr vkèkkj Hkqxrku fczt ç.kkyh (,chih,l) vkfn dh lqfoèkk Hkh çnku dh tk jgh gSA

D;w- iqjLdkj ,oa lE eku

o"kZ 2016 ds nkSjku] vius dk;Z fu"iknu ,oa igyksa ds lE eku ds :i esa ih,uch us fofHkUu iqjLdkj çkIr fd,] ftuesa dqN fuEukuqlkj gSa%

bafLVVÔwV vkWiQ Mk;jsDVlZ }kjk xksY Mu ihdkWd us'kuy Vªsfuax vokMZ ●2016

,lkspse }kjk xzkeh.k cSafdax Js.kh (cM+k cSad) ds rgr lkekftd ●cSafdax mRÑ"Vrk iqjLdkj 2015

ih,etsMhokbZ ds fy, lokZsÙke cSad (cM+k cSad)) iqjLdkj & ●lhvkbZ,e,l,ebZ }kjk cSafdax mRÑ"Vrk iqjLdkj 2015 dk fotsrk

lh,evks ,f'k;k }kjk oYMZ ekdZsfVax dkaxzsl lfgr cSafdax foÙkh; ●lsok,a vkSj chek Js.kh ds varxZr ,chih U;wt czkaM mRÑ"Vrk iqjLdkj 2015

The aggregate paid-up capital of these Regional Rural Banks stood at `.199.30 crore. Central Government, State Governments and PNB contributed in paid-up capital of these RRBs in the ratio of 50: 15: 35, respectively. The Bank’s contribution towards capital of these RRBs was `.69.76 crore. The combined networth of RRBs as on 31st March 2016 was `.2929 crore.

During the year, the aggregate business of all RRBs increased from .45,630 crore in FY'15 to .52,133 crore in FY'16 showing an increase of `.6503 crore (YoY growth: 14.25%). The aggregate deposits and aggregate advances as on 31.03.2016 stood at `.33,492 crore (YoY growth: 14.72 %) and `.18,641 crore (YoY growth: 13.42 %).

The aggregate Net Profi t of the RRBs as on 31.03.2016 stood at `.320 crore. All PNB sponsored RRBs were in Profi t. The Gross NPAs of the RRBs increased from `.692 crore to `.764 crore (4.10% of Total Advances) during FY'16. During FY’16,157 new branches were opened by RRBs, taking the total network of Branches to 2301 with all being on CBS and total numbers of employees were 8714. The fi gures pertaining to FY'16 are un-audited.

Progress in opening of accounts under PMJDY as on 31.03.16 stood at 32,99,189 accounts, out of which RuPay debit cards were issued in 22,86,660 accounts. Balance outstanding in these accounts was `.653.70 crore. Total number of accounts having zero balance as on 31.03.2016 stood at 1,63,750.

The RRBs sponsored by the Bank are actively participating in economic development of the areas of their presence. With the implementation of Core Banking Solution (CBS), rural customers are also getting benefi t of latest technology thus providing services to the rural poor under Financial Inclusion Plan at their doorsteps.

RRBs are also opening NRE/NRO accounts. The facility of Micro ATMs, RTGS, NEFT, RuPay ATM cards/ KCC cards, KIOSK Banking Solution (KBS) under FIP, Aadhaar Payment Bridge System (ABPS) under DBT etc. is also being provided to customers in all the RRBs.

Q. Awards and Accolades

During FY’16, in recognition of its performance and initiatives, PNB received various awards, some of which are:

Golden Peacock National Training Award 2016 by ●Institute of Directors.

Social Banking Excellence Awards 2015 under Rural ●Banking Category (Large Bank) by ASSOCHAM.

Best Bank Award for PMJDY (Large Bank)-Winner of ●Banking Excellence Awards 2015 by CIMSME.

ABP News Brand Excellence Awards 2015 under Banking ●Financial Services and Insurance Category by CMO Asia with World Marketing Congress

40

cSafdax ÚafV;lZ }kjk lokZsÙke ,pvkj ,oa çfrHkk çcaèku çFkk,a Js.kh ●ds varxZr çsjd dk;ZLFky iqjLdkj 2015

,xzhdYpj VqMs xzqi }kjk ,xzhdYpj yhMjf'ki vokMZ 2015 ●

iQsMjs'ku vkWiQ bafM;u pSEclZ vkWiQ dkWelZ ,aM baMLVªh (fiQDdh) ●}kjk fiQDdh lh,lvkj vokMZ 2014

baVjusV cSafdax gsrq vksVhih ,oa vuqdwyh çek.khdj.k ;qÙkQ ysu&nsu ●fuxjkuh ç.kkyh ifj;kstuk ds fy, LdWkp vkWiQ eSfjV vokMZ

vkj- cSad dh Hkkoh dkjksckjh ;kstuk

cSad viuh dkjksckjh j.kuhfr;ksa dks cnyrs gq, lef"V vkfFkZd ifjn`'; ds

vuq:i cnyrk jgk gSA çfrdwy lef"V vkfFkZd ifjfLFkfr;ksa ds ckotwn]

cSad vPNk ifjpkyu ykHk vkSj tksf• e Hkkfj r vkfLr ;ksa dh rqyuk esa iwath

vuqikr (lhvkj,vkj) cuk, j• ldkA vkxkeh foÙkh; o"kZ 2016&17 esa

Mwcar ½.kksa dh olwyh esa rsth ykuk] xq.kkRed ½.kksa dks c<+kuk vkSj iwath

tqVkuk cSad ds fy, iQksdl {ks=k gksaxsA

blds vfrfjÙkQ] cSad LFkk;h vkèkkj ij 'kqYd vkèkkfjr vk; dks c<+kus vkSj

dklk (pkyw •krk] cpr •krk) tekjkf'k;k¡ tqVkus ij è;ku dsafær djsxkA

c<+rh çfrLièkkZ ds lkFk] de ykxr okyh dklk tekjkf'k;ksa vkSj •qnjk

½.kksa esa cktkj dh fgLlsnkjh dks lqjf{kr j•uk egRoiw.kZ gSA cSad igys

fodkl ds voljksa dk vuqeku yxkus dh fn'kk esa dk;Z djsxk vkSj bu

voljksa dk ykHk mBkus ds fy, rsth ls dne c<+k,xkA bl çdkj] xzkgd

lsok vkSj mRiknksa ,oa lsokvksa ds foi.ku esa lqèkkj ykuk cSad ds fodkl

ds eq[; lgk;d gksaxsA

fMftVyhdj.k ,d ,slk {ks=k gS tgka cSad lrr vkèkkj ij xgjk è;ku nsxkA

blls u dsoy ifjpkyu ykxr de gksxh] vfirq xzkgd lsok esa Hkh lqèkkj

gksxkA bl çdkj] cSad ,d lqij LekVZ cSad vkSj tsu&usDLV dk cSad cuus

dh fn'kk esa vxzlj gksxkA

cSad çkFkfedrk {ks=k] ,e,l,ebZ dks ½.k nsus vkSj foÙkh; lekos'ku

dks c<+kok nsus ij tksj nsrk jgsxk tSlkfd ;g ijaijkxr :i ls djrk

jgk gSA foÙkh; o"kZ 2017 esa Hkh dkjksckj çfrfufèk (chlh) usVodZ ds

fMftVyhdj.k] ,e,l,ebZ ½.k çlaLdj.k ds Lopkyu esa lqèkkj ykus ij

è;ku dsafær fd;k tk,xkA

,slh vk'kk gS fd vFkZO;oLFkk esa dkjksckjh ekgkSy esa lqèkkj vk,xk vkSj

foÙkh; o"kZ 2017 ds mÙkjk¼Z esa cSad ls ½.k dh ekax esa o`f¼ gksxhA Hkkjr

dks cnyus] baÚkLVªDpj dks c<+kok nsus] Lojkstxkj iSnk djus] lw{e m|ksxksa

dks c<+kok nsus vkSj vkokl ds fy, ljdkj }kjk viuk, x, lqèkkj mik;

cSad ds fy, ykHkçn fl¼ gksaxsA vkS|ksfxd xfy;kjksa] fofuekZ.k {ks=kksa vkSj

^LekVZ 'kgjksa* dk fodkl ns'k ds fuos'k ekgkSy dks vkSj vfèkd c<+kok nsxkA

mijksÙkQ ds lkFk&lkFk esd bu bafM;k] LVkVZvi bafM;k] 2022 rd lHkh

ds fy, vkokl vkfn ;kstukvksa ls cSadksa ds fy, foÙkiks"k.k ds volj iSnk

gksaxsA ½.k dh ekax esa lqèkkj ds lkFk gh cSad csly&III ds varxZr iw¡th

vko';drkvksa dks iwjk djus ds fy, Hkh dne mBk,xkA vk'kkiw.kZ :i ls

foÙkh; o"kZ 2017 cSad ds fy, ^lao`f¼ ,oa lkeF;Z* dk o"kZ gksxkA

Inspiring Work Pl ● ace Awards 2015 under the category Best HR and Talent Management Practices by The Banking Frontiers. Agriculture Leadership Award 2015 by Agriculture Today ●Group.FICCI CSR Awards 2014 by Federation of Indian ●Chambers of Commerce and Industry (FICCI).Skoch of Merit Award for the project- Transaction ●Monitoring System for internet banking with OTP and adaptive authentication.

R. Future Business Plan of the Bank

The Bank has been realigning its business strategies to the changing macroeconomic scenario. Despite unfavourable macroeconomic condition, the Bank was able to maintain good operating profi t and efforts for healthy Capital to Risk Weighted Asset Ratio (CRAR) in FY’16. Speeding up the recovery of bad loans, increasing qualitative credit and garnering capital are going to be the focus areas for the Bank in the coming fi nancial year 2016-17.Apart from that, the Bank would focus on augmenting fee based income and mobilizing CASA (current account, savings account) Deposits on sustainable basis. With increased competition, it is important to guard market share in low cost CASA deposits and retail credit. The Bank will work towards anticipating growth opportunities fi rst and move fast to tap the opportunities. Hence, bettering customer service and marketing of products & services will be the key growth enablers for the Bank.

Digitalization is an area where the Bank will lay sharp focus on an ongoing basis. It will not only reduce operating cost but also improve customer service. Hence, the Bank will take measures to move towards a Super Smart Bank and the Bank for the Gen Next. The Bank will continue to lay emphasis on lending to Priority sector, MSME and promoting Financial Inclusion as it traditionally does. Digitalization of Business Correspondent (BC) network, improving automation of MSME loan processing will also be focused upon in FY’17.

It is expected that the business environment in the economy will improve and demand for credit from the Bank will increase in H2 FY’17. The reform measures adopted by the Government to transform India, boost infrastructure, create self-employment, promote Micro Industries and Housing will prove benefi cial for the Bank. The development of industrial corridors, manufacturing zones and ‘smart cities’ will further boost investment climate of the country. Along with these, Make in India, Startup India, Housing for all by 2022 will create fi nancing opportunities for banks. With improvement in the credit demand, the bank will also take measures to meet the Capital requirement under the Basel III. Hopefully, FY’17 will turn out to be the year of ‘Growth & Strength’ for the Bank.

41

,l- funs'kd eaMy

31-03-2016 dks cSad ds funs'kd eaMy esa 11 funs'kd Fks ftlesa 4 iw.kZdkfyd funs'kd vFkkZr ,d çcaèk funs'kd ,oa lhbZvks rFkk 3 dk;Zikyd funs'kd FksA foÙkh; o"kZ 2016 ds nkSjku] funs'kd eaMy dh lajpuk esa fuEufyf•r ifjorZu gq,%

Jherh m"kk vuarlqczã. ;u dks fnukad 14-08-2015 ls cSad dh ●çcaèk funs'kd ,oa lhbZvks ds :i esa fu;qÙkQ fd;k x;kA

Jh xkSjh 'kadj us vfèkof"kZrk dh vk;q çkIr djus ij fnukad 31-03-2016 ●dks dk;Zikyd funs'kd ds :i esa viuk dk;Zdky iwjk fd;kA

Jh çse ukjk;.k vkSj lqJh gh: ehjpUnkuh dks fnukad ●02-05-2016 ls rhu o"kks± dh vofèk ds fy, cSad ds funs'kd eaMy esa 'ks;jèkkjdksa ds funs'kdksa ds :i esa fu;qÙkQ fd;k x;kA rFkkfi] R;kxi=k nsus ds dkj.k Jh çse ukjk;.k fnukad 29-08-2015 ls cSad ds funs'kd eaMy esa funs'kd ugha jgsA

Jh jktsUæ eksgu flag dks fnukad 01-07-2015 ls rhu o"kks± dh ●vofèk ds fy, cSad ds funs'kd eaMy esa 'ks;jèkkjdksa ds funs'kd ds :i esa p;fur fd;k x;kA

Jh lqèkhj uk;j dks fnukad 19-12-2015 ls cSad ds funs'kd eaMy ●esa 'ks;jèkkjd funs'kd ds :i esa p;fur fd;k x;kA

odZeSu deZpkjh funs'kd Jh rkjk pUn >kykuh us fnukad ●07-03-2016 dks cSad ds funs'kd eaMy esa viuk dk;Zdky iwjk fd;kA

funs'kd eaMy Jh xkSjh 'kadj] dk;Zikyd funs'kd] Jh çse ukjk;.k] funs'kd ,oa Jh rkjkpUn >kykuh] funs'kd }kjk fn, x, cgqewY; ;ksxnku ds fy, mudh ç'kalk djrk gSA

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Hkkjr esa cSadksa ds lapkyu ij ykxw dkuwuksa ds çkoèkkuksa ds vuqlkj i;kZI r ys•k vfHkys•ksa dks mfpr ,oa i;kZI r lkoèkkuh ds lkFk cuk;k x;k gS] rFkk

bu ys•ksa dks ¶xksbax dUluZ¸ vkèkkfjr fl¼kar ij rS;kj fd;k x;k gSA

S. Board Of Directors

As on 31.03.2016, there were 11 Directors on the Board of the Bank including 4 whole time Directors i.e. One Managing Director & CEO and three Executive Directors. During FY’16, the following changes took place in the composition of Board of Directors:

Mrs. Usha Ananthasubramanian was appointed ●as Managing Director & CEO of the Bank w.e.f. 14.08.2015.

Shri Gauri Shankar completed his tenure as Executive ●Director due to attaining the age of superannuation as on 31.03.2016.

Shri Prem Narain and Ms. Hiroo Mirchandani were ●appointed as Shareholders’ Directors on the Board of the Bank for a period of three years w.e.f. 02.05.2016. However, Shri Prem Narain ceased to be Director on the Bank’s Board w.e.f. 29.08.2015 due to resignation.

Shri Rajinder Mohan Singh was elected as Shareholders’ ●Director on the Board of the Bank for a period of three years w.e.f. 01.07.2015.

Shri Sudhir Naya ● r, was elected as Shareholder Director on the Board of the Bank w.e.f. 19.12.2015.

Shri Tara Chand Jhalani, Workmen Employee Director ●completed his tenure on 07.03.2016 on the Board of the Bank.

The Board wishes to place on record its appreciation for the valuable contribution made by Shri Gauri Shankar, Executive Director, Shri Prem Narain and Shri Tara Chand Jhalani, Directors.

T. Directors’ Responsibility Statement:

The Directors confi rm that in the preparation of the annual ●accounts for the year ended March 31, 2016:

The applicable Accounting Standards have been followed along with proper explanation relating to material departures, if any;

The accounting policies, framed in accordance with the guidelines of the Reserve Bank of India, were consistently applied;

Reasonable and prudent judgment and estimates were made so as to give a true and fair view of the state of affairs of the Bank at the end of the fi nancial year and of the profi t of the Bank for the year ended March 31, 2016;

Proper and suffi cient care was taken for the maintenance of adequate accounting records in accordance with the provisions of applicable laws governing banks in India, and

The accounts have been prepared on the principle of “going concern” basis.

42

;w- vkHkkj

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Ñrs funs'kd eaMy

m"kk vuarlqczã. ;uçcaèk funs'kd ,oa lhbZvks

U. ACKNOWLEDGEMENT

The Board expressed thanks to the Government of India, Reserve Bank of India, Securities and Exchange Board of India, Stock Exchanges, Bank’s customers, public and the shareholders for valuable support, continued patronage and confi dence reposed in the Bank.

The Board wishes to place on record its appreciation for the valuable contribution made by the members of the Bank’s staff at all levels and look forward to their continued involvement in achieving the future goals.

For and on behalf of Board of Directors

Usha Ananthasubramanian Managing Director & CEO