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🚀 Recent Changes in Banking

EASE reform agenda for PSBs — from EASE 1.0 to EASE 8.0 (EASERise), key achievements, digital transformation, and current performance metrics.

Recent Changes in Banking

Enhanced Access and Service Excellence (EASE)

Enhanced Access and Service Excellence (EASE) is a comprehensive reform initiative aimed at improving the overall functioning of Public Sector Banks (PSBs) in India.

The acronym EASE stands for:

  • Enhanced
  • Access
  • Service
  • Excellence

The 'S' in EASE specifically denotes 'Service', emphasizing the initiative's focus on enhancing customer service and experience within PSBs.

How EASE Works

  • The EASE Reform Agenda is finalized on a yearly basis at the start of each financial year (FY).
  • It is guided by the EASE Steering Committee of member PSBs under the aegis of the Indian Banks' Association (IBA).
  • A structured quarterly evaluation is conducted to assess progress based on defined metrics, data submissions, and relative performance among PSBs.
  • Timelines are defined within the FY, and metrics are scheduled for operationalization from April onwards.

EASE Versions

The EASE agenda has undergone multiple iterations, each building upon the previous:

Version Year Focus Area
EASE 1.0 FY 2018-19 Foundation — clean banking, governance
EASE 2.0 FY 2019-20 Tech-enabled banking, customer responsiveness
EASE 3.0 FY 2020-21 Smart lending, digital payments
EASE 4.0 FY 2021-22 Co-lending, analytics-driven HR
EASE 5.0 FY 2022-23 Digital customer experience
EASE 6.0 FY 2023-24 Operational efficiency, risk management
EASE 7.0 FY 2024-25 AI integration, inclusive banking
EASE 8.0 FY 2025-26 EASERise — Risk & Resilience, Innovation, Socio-Economic Impact, Excellence
Progression of EASE banking reforms from EASE 1.0 to EASE 8.0 showing governance, technology, digital banking, analytics, customer experience, risk management, and resilience themes
This progression visual helps track how EASE evolved from foundational governance reforms into resilience and AI-led transformation.

EASE 8.0 — EASERise (FY 2025-26)

The latest iteration, EASE 8.0, has been launched as EASERise with four core themes:

Key Reforms Under EASE 8.0

Risk & Resilience

  • 11 PSBs have set up Resiliency Operations Centres to strengthen IT governance and infrastructure resilience.
  • PSBs have embedded advanced capabilities in Loan Management Systems — bureau analysis tools, automated MCA financial statements retrieval, Account Aggregator integration, data-driven underwriting models, and GST integration.

Innovation

  • 7 PSBs have deployed at least one Gen-AI use case to enhance operational efficiency and customer service.
  • 7 PSBs have established centralized Business Intelligence units for proactive market assessment and outbound field sales.
  • 10 PSBs have AI-driven voice bots and WhatsApp chatbots for recovery actions.

Socio-Economic Impact

  • 5 PSBs have governance frameworks with representation of Divyangjans in Customer Service and Grievance Redressal Cells, along with Digital Accessibility Cells.
  • PSBs have rolled out Braille-enabled debit and credit cards, priority call routing, regional language interfaces, and dedicated service cells for Divyangjans and senior citizens.

Excellence

  • Improved customer grievance redressal — remediation action tagging integrated with CRM Portals.
  • 11 PSBs have collection mobile applications for monitoring and follow-up.
  • Digital tools/portals for monitoring SARFAESI/DRT/NCLT cases.
  • Dedicated CASA acquisition sales teams through digital assisted journeys.

Key Achievements of EASE Reforms (as of Dec 2025)

As per RBI's provisional data (31.12.2025), PSBs have shown remarkable improvement:

Before-versus-after overview of EASE reform outcomes in public sector banks showing lower NPAs, stronger capital, better service, digital journeys, and improved profitability
This impact dashboard summarizes the broad direction of change brought by EASE reforms across PSB performance and customer experience.
Metric Before Reforms Current (Dec 2025)
Net Profit (9M FY26) — ₹1.46 lakh crore
Gross NPA Ratio 14.58% peak (Mar 2018) 2.10% (₹2.54 lakh crore)
CRAR (Capital Adequacy) 11.45% (Mar 2015) 15.46% (+401 bps)
PSBs under PCA 11 out of 21 (FY 2017-18) 0 (FY 2024-25)
Return on Total Assets -0.87% (FY 2017-18) 1.10% (FY 2024-25)
Digital Lending Manual processes All PSBs have digital journeys
Grievance Redressal Manual systems Centralized integrated portals at all PSBs

IMPORTANT

Exam Insight: The GNPA ratio decline from 14.58% (Mar 2018) to 2.10% (Dec 2025) and the fact that zero PSBs are under PCA (vs. 11 in FY18) are frequently tested statistics showing the success of banking reforms.

References

1 source • [1]

Summary Cheat Sheet

Concept / Topic Key Details / Explanation
EASE Full Form Enhanced Access and Service Excellence; 'S' stands for Service
EASE Purpose Reform initiative to improve functioning of Public Sector Banks (PSBs)
EASE Governed By EASE Steering Committee under Indian Banks' Association (IBA); quarterly evaluation
EASE 8.0 (EASERise) FY 2025-26; Four themes: Risk & Resilience, Innovation, Socio-Economic Impact, Excellence
Gen-AI Adoption 7 PSBs deployed Gen-AI use cases; 10 PSBs have AI voice bots/WhatsApp chatbots
IT Resilience 11 PSBs have Resiliency Operations Centres
GNPA Ratio Peak 14.58% (Mar 2018) → 2.10% (Dec 2025)
CRAR 11.45% (Mar 2015) → 15.46% (Dec 2025), +401 bps
PSBs under PCA 11 of 21 in FY 2017-18 → 0 in FY 2024-25
Return on Assets -0.87% (FY18) → 1.10% (FY25)
Divyangjan Initiatives Braille cards, priority call routing, regional language UIs, Digital Accessibility Cells

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