This article is an original Finsta editorial interpretation designed for general operational awareness. It does not reproduce source material and should not be treated as legal, regulatory or investment advice.
Measure resolution, not only activity
A high visit count can hide repeat visits, incomplete documentation and delayed updates. Track successful resolution per visit and first-time completion alongside total activity.
Reduce duplicate work
Mobile tools should provide the latest assignment, customer context, checklist and document capture in one place. Information entered in the field should flow directly into the relevant lending or collection workflow.
Protect service continuity
Field processes depend on devices, connectivity, third parties and central systems. Offline capture, controlled synchronisation and clear incident procedures help critical work continue during disruption.
Basel Committee — Principles for Operational Resilience; RBI Annual Report 2024–25
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