News

Barclays goes self-service, eliminates cashiers

July 31, 2014

Britain's third-largest bank, Barclays, is set to begin new self-service initiatives with the deployment of iPads for customers wishing to make transactions inside the institution.

Barclays announced it would end the traditional role of cashiers by supplying customers with iPads to make their own transaction, according to the Daily Mail. The staff's role, which will be to answer questions and guide customers through the self-service process, has led to a 2.8 percent, or £500, yearly raise in pay.

Glass booth waiting is over, the article said, as staff and customers will gather in an open reception area to conduct business. Barclays adopted the self-service move to reduce lines and waiting time.

"We want our staff to serve customers side-by-side rather than from behind a glass window," a Barclays spokesperson said in the article. "We think helping customers make the most of our technology in branch will reduce waiting times. As with the traditional branch format, our new branches have just as many private rooms for one-to-one conversations."

But Derek French, director of the Campaign for Community Banking Services is concerned the leap could alienate customers. 

"We don't want to stand in the way of progress, but they haven't moved for years, and now they're rushing ahead shouting, 'We've gone digital!' without any regard for small business, charities, churches, schools and vulnerable customers," he said. "These people rely on the traditional bank branch and the privacy it offers them."

Barclays has trialed the initiative in 37 of 1,560 locations so far, including its Leicester Square branch in London. The self-service tablets are to be used for deposits no larger than £4,000 and for withdrawals up to £750.