Mumbai - The Indian Banks Association (IBA) released the ninth edition (EASE 9.0) and the EASE coffee table book for the 2026-27 financial year on Friday, February 20, 2026. The event was attended by Mr. M. Nagaraju, Secretary, Financial Services Department, Ministry of Finance, as the chief guest.
The EASE (Enhanced Access and Service Excellence) program, which began in 2018, sets out improvement policies annually for public sector banks (PSBs). The aim of this initiative is to improve customer service, leverage technology, promote digital and data-driven growth, and enhance human resource productivity. The IBA implements these improvements through the EASE Steering Committee.
EASE 9.0 is the next step towards strengthening the long-term capabilities of public sector banks. It focuses on customer service excellence based on the RISE framework, strengthening risk management, modernizing IT systems, providing credit to emerging sectors, implementing AI-based processes, promoting sustainable finance, digitizing human resource processes, and strengthening employee well-being. This initiative aligns with the broader vision of 'Developed India@2047'.
Mr. M. Nagaraju formally launched the EASE 9.0 agenda and unveiled the agenda booklet. The event was attended by Mr. C. S. Sethi, Chairman, Indian Banks Association, and President, State Bank of India; Mr. Atul Kumar Goyal, CEO, IBA; Mr. Ashwini Kumar Tiwari, Chairman, EASE Steering Committee, and Managing Director, State Bank of India; and senior officials from public sector banks.
Speaking about the success of the EASE program, the Secretary, Financial Services Department, highlighted the importance of inclusive banking and excellent customer service. He noted that public sector banks have performed well in lending, particularly in the SME sector, and have also achieved significant success in reducing NPAs. He also mentioned improvements in capital adequacy and asset quality.
The event also saw the release of the EASE coffee table book. The book provides an overview of the changes, successes, best practices, and key milestones in the various phases of EASE. The Secretary urged public sector banks to provide more credit to small and medium-sized enterprises. He also said that the reduction in customer complaints was possible due to improved services and faster processes. He emphasized that strengthening the banking sector is crucial for achieving the goal of 'Developed India@2047'.
The EASE improvement initiatives, implemented under the guidance of the Financial Services Department and in collaboration with the Indian Banks Association, are an important step towards making public sector banks more capable, transparent, and future-ready. The launch of EASE 9.0 reaffirms the government's commitment to financial inclusion and strengthening the banking sector.