RE: “Local banks should embrace new technologies to enhance services” (The New Times, October 25).
Yes, the industry has embraced technology. The number of ATMs and debit cards has grown immensely in the last few years. What has not grown (or very slowly) is the number of Rwandans using them.
People still do cash handover, rather than bank transfers, people still withdraw all their wage at the beginning of the month to keep it as cash, people do not use saving accounts and people certainly do not use Points of Sale (sales terminals in shops). That is the reason why the lines in banking halls still persist.
By the way, do most of us want to sit in the comfort of our offices and homes banking? NO! Absolutely not — that is a very elite and out of touch view. People still want to transact cash. That is why they go to the bank branches.
Most banks do not run their social media channels professionally. Yes. That is true. But it covers such a small percentage of their clients, that it might not make sense for them to have a dedicated person/team.