Customer Registration Process for Doorstep Banking

Customer Registration in Doorstep banking App & Login
Step 1 Customer downloads the Doorstep Banking app from app store for
iOS and play store for Android
Step 2 The customer enters his Registered mobile number (RMN) to
proceed.
Step 3 If the RVM is not registered in DSB system, the customer selects his
bank and give consent to validate him from the Bank.
Step 4 On Unsuccessful validation response by the bank, system will display
that the mobile number is not registered with the bank/customer is
not eligible to avail DSB services and advise the customer
accordingly.
Step 5 On successful validation, Bank generates an OTP and sends it on the
customer‟s Registered Mobile Number (RMN)
Step 6 Customer to re-enter the PIN
Step 7 On Successful validation (“Yes” & name of the customer), the
customer is asked to set a PIN
Step 8 Customer to re-enter the PIN
Step 9 On successful entering of the PIN, customer gets registered on the
DSB system with his name, bank name and mobile number. (Option
to re-enter PIN till successful input) The bank flags the customer as
DSB customer in CBS
Step 10 A registration message is sent to the customer
Step 1 LOGIN
Step 2 Afterward, click on “Login”

Step 3 Select a SIM card. If no SIM is selected, a message will be displayed
prompting you to choose one
Step 4 Enter your mobile number and select an authentication type. Click
“Next” to proceed. Remember for login to be successful, you must
select an authentication type (PIN, OTP, Fingerprint, or pattern);
failure to do so will result in an error message.
Step 5 If you choose PIN, enter your 6-digit Pin. If you opt for OTP, input the
6-digit OTP. For fingerprint authentication, provide your fingerprint,
and for pattern authentication, provide your pattern. The “Forgot
PIN” option and the ability to resend OTP are available for assistance
if needed.
Step 6 If “Pattern” is selected, create a pattern by connecting at least four
dots in a sequence. After creating the pattern, confirm it by drawing
the same pattern again
Step 7 To register the pattern authentication, enter a PIN as a backup
option.
Step 8 Click “Authenticate” for login.
Service Request
Step 1 The Customer opens the DSB application on his mobile and access
the login page
Step 2 The customer enters his mobile number
Step 3 If the mobile number is already registered, the customer proceeds
to enter his 6-digits PIN / 6-digit OTP /Pattern / Fingerprint.
Step 4 If entered successfully, the customer selects his Bank from the
displayed list of Banks for which he has been registered and enters
the PIN Code of the service location.
Step 5 At the backend, system verifies the availability of doorstep banking

service for the selected bank at the given pin code location
Step 6 If the PIN Code is not serviceable, the DSB system informs the
customer about the Non serviceability at the PIN code.
Step 7 If the PIN Code is serviceable and customer‟s account details are
not saved in the DSB system, the system asks for the customer's
permission to seek his bank account details from the selected bank.
Step 8 The customer is asked to enter OTP

Step 9 On successful validation, Bank account numbers in masked form will
be displayed on the screen
Step 10 If the PIN Code is serviceable and customer‟s account details are
already saved by the customer in the DSB system (step no.7 to 10 is
omitted), Bank account number in masked form will be displayed
on the screen.
Step 11 The customer selects the account number for availing service and
debiting service charges
Step 12 The customer selects: a. Type of service request b. Service address
c. Time slot for service
Step 13 In case the slot time/type of service is not available, an appropriate
message will be displayed, and the customer will be logged out
Step 14 If the slot time/type of service is available, the customer reviews all
the booking details along with service charges and confirms the
request.
Step 15 On successful confirmation, an API is triggered to the Bank to debit
service charges. The bank shares a “Debit Success Message and
transaction reference id”
Step 16 If sufficient balance is not available, customer is informed about the
insufficient balance and service is not booked.
Step 17 If sufficient balance is available, the account is debited with service
charges, and the service request is booked.
Step 18 An SR ID and SVC (Service Verification Code) are generated and
sent to the customer along with a checklist. The SR ID is in
“Scheduled” status in DSB system.
Step 19 For future-dated service requests, a message will be sent at the time
of booking without specific agent details. Agent details will be
shared
PICKUP Request:-
Step 1 DSB system will assign an agent for picking up the instrument &
delivering the same to the bank branch. For future date service
requests, the DSB system assigns an Agent at 7:00 AM on the day of
service. For same-day bookings, the allocation occurs immediately
on booking of the service. Once agent is assigned, the status of
service request will be changed to „AGENT ASSIGNED‟
Step 2 Once the Agent starts tracking the customer's location, an SMS is
sent to the customer, updating them on the Agent's movements
Step 3 Agent reaches customer address for pick up. Customer to verify
credentials of Agent. Once the Agent reaches the customer‟s
location, an SMS is sent to the customer, updating them on the
Agent's movements. When the Agent arrives at the customer's
location, the customer shares the service verification code with the
Agent. The Agent enters the code into their app for validation. If the
customer does not have the service verification code, the Agent
can retrigger it from the DSB app.
Step 4 Customer to share the Service code with Agent to confirm pick up.
Agent enters code in the App, for validation.
Step 5 On successful validation, customer will submit duly filled Pay in Slip
along with details of instrument/s which agent shall put in
designated Envelope and seal before customer.
Step 6 Post receipt of instrument from customer, Agent clicks on
“Document Collected” button.
Step 7 Agent will deliver the document to bank user & consumes a service
verification code from him to confirm the Agent hands over the
envelope to the DSB Bank official.
Step 8 After receiving the document Branch official will update the status
of the service request as „COMPLETED „in the DSB Branch portal. DSB
system will notify the customer about the completion of the service
request.
Note: Throughout each step of the process, the service status is updated
simultaneously on the DSB platform, the agent app, the customer app, and
the bank's portal. Additionally, SMS notifications are sent to the customer at
each stage of the service process.
For future date bookings, agent details are sent to the customer at 7am on
the day of service.
Delivery Request:-
Step 1 Delivery services are the service requests where bank agent reaches
the Bank branch first, picks up the document and delivers it to the
customer
Step 2 Once a request is initiated, Bank has an option to accept/reject the
service request. On acceptance, Bank will keep the document
ready and then agent will be assigned, and the agent will pick the
documents from the bank and deliver it to the customer.
Step 3 DSB system will assign an agent for picking up the document from
Branch & delivering the same to the customer. For future date
service requests, the DSB system assigns an Agent at 7:00 AM on the
day of service. For same-day bookings, the allocation occurs
immediately on booking of the service. Once agent is assigned, the
status of service request will be changed to „AGENT ASSIGNED‟ and
details will be shared on the Agent portal.
Step 4 Agent reaches customer address for delivery. Customer to verify

credentials of Agent.
Step 5 Customer to share the Service code with Agent to confirm delivery.
Agent enters code in the App, for validation.
Step 6 On validation, Agent will hand over the document /instrument
under sealed envelope to Customer.
Throughout each step of the process, the service status is updated

simultaneously on the DSB platform, the agent app, the customer app, and
the bank's portal. Additionally, SMS notifications are sent to the customer at
each stage of the service process.
For future date bookings, agent details are sent to the customer at 7am on
the day of service.
Service Request for Cash Withdrawal
Step 1 Customer logs in Doorstep Banking App. to initiate request for

Service. Customer to select State Bank of India
Step 2 Customer to input last six digit of Account number and submits
Step 3 On validation, OTP is sent to Customer‟s mobile
Step 4 Customer to enter OTP in DSB Mobile App and submit „confirm‟
button. On successful OTP validation, App displays (Bank Name,
Account No. (masked), Name, A/c Type and Branch Name
Step 5 Customer to select service request, Account for transaction and
enters transaction amount and choose transaction method (AePS /
Card) and submits
Step 6 Charges are debited from Customer‟s account.
Step 7 Service Request no. is generated.
Step 8 Customer will get notification via SMS about the assigned agent with
required details (Agent name, contact info, time for Pick up/
Delivery & Service Code)
Step 9 Once the agent starts tracking the customer location, an SMS alert
will be sent to the customer, about the Agent movement.
Step 10 Once the Agent reaches the customer's location, a SMS will be sent
to the customer alerting on the agent arrival at their place.
Step 11 The service verification code will be shared by customer and agent
will enter the SVC in DSB Agent app to initiate the cash withdrawal
transaction/service.
Step 12 Once the agent initiates the Cash withdrawal transaction/service,
the DSB Agent App will automatically launch the transaction
application. The customer will do the Biometric authentication for
Aadhar based transaction or PIN authentication for debit card-
based transaction. On successful authentication and the
transaction, Agent will hand over the cash to the customer. The
customer will receive an SMS alert from bank for the debit of his
account. The DSB system will send an OTP to customer and the
same should be shared with DSB agent for the acknowledgement of
withdrawal cash collected
DSB System will assign an agent for the Cash withdrawal service. For future
dated service requests, the DSB system assigns an Agent at 7:00AM on the
day of service. The service booked for the same day; allocation occurs
immediately on booking of the service.
Track Order
Orders can be tracked in Doorstep Banking App / Web Portal with following
details: Status Request ID, Request type, Agent name, Charges, SR status.
Cancellation of service request:
Customer can cancel an active service request as under:

➢ In case of Pickup Service, order cancellation is allowed before agent pick
up the document from customer.
➢ In case of Delivery Service, order cancellation is allowed before bank
branch completes the request.
Grievance redressal:
Customer can register his complaint regarding Doorstep Banking Services

through PSB Web Portal / Call Centre or through Our Branches also.
Note: The Doorstep Banking services should be seen only as an extension to
regular banking services offered by our Bank and hence liability of the Bank
shall remain same to the extent as if the transactions were conducted at the
Branch. The above operational instructions are for availing services under PSB
Alliance Doorstep Banking Services.

Customer Registration Process for Doorstep Banking

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Customer Registration in Doorstep banking App & Login

Step 2 Afterward, click on “Login”

Step 5 At the backend, system verifies the availability of doorstep banking

Step 8 The customer is asked to enter OTP

Step 4 Agent reaches customer address for delivery. Customer to verify

Throughout each step of the process, the service status is updated

Step 1 Customer logs in Doorstep Banking App. to initiate request for

Cancellation of service request:

Customer can cancel an active service request as under:

Customer can register his complaint regarding Doorstep Banking Services

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