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When DFS Secretary Nagaraju played the role of King Vikramaditya

Customer service and excellence are buzzwords in the Indian financial system now. Both the government and the Reserve Bank of India (RBI) are writing a new chapter in Indian banking

DFS secretary M Nagaraju
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DFS secretary M Nagaraju

Tamal Bandyopadhyay

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Legend has it that King Vikramaditya of the Gupta Dynasty frequently disguised himself as a commoner to assess the wellbeing and conditions of his subjects. Recently, the secretary in the Department of Financial Services (DFS), Ministry of Finance, played the role of Vikramaditya to check how banks were serving their customers. Of course, unlike the ruler of Ujjain, he was not in disguise. 
On April 8, after lunch, M Nagaraju, a 1993-batch Indian Administrative Service officer, left North Block, which houses the finance ministry, and drove down to the Parliament Street branch of a large public-sector bank. Posing as a
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