Time, effort and investment are required to educate customers

How has Bill Desk performed as a company in m-commerce?

We have integrated our business model. Also, we were the first to start
e-billing in India. Today, we have partnered with 40 banks and over 200 billing
institutions, which includes telcos, insurance companies, mutual funds, and
various credit card companies.

M-billing is like a child in the e-billing sector. How well is it working?

There are two parts: m-banking and m-payment. M-banking as the name suggests
is limited only to banks, but m-payment is offered by both, banks and non-banks.
And RBI has been in the process to regulate this business. Though, till now, as
per the draft guidelines it seems the regulation is more inclined toward banks.
Right now any non-bank player can only be a technology or an infrastructure
provider like us.

How will m-billing change the mode of transaction that is currently used?

It will bring about a significant change in customer behavior. But it will
definitely take time, effort, and investment to educate the masses on this new
mode of payment as the strata of mobile phone users in India differs a lot based
on class, intellect, and knowledge. And to educate the masses about this new
technology and method, it would take another 4-5 years.

How do you think will m-payment grow in India?

The growth depends on two factors. Firstly, on how the regulators lay down
guidelines, and how they look at the service makes a difference. Here the role
of RBI as a financial regulator would also be important. And, secondly, the
profiling of the base has to be made clear. Without knowing who the customers
are, growth cannot be accessed.

What problems do you think end users might face while making payments?

The technology does not pose a threat to the users, as every time the bank
will follow the pattern set by the regulator. The biggest problem that consumers
might face would be lack of education and awareness. But from day one a
regulatory framework will be set to prevent any problems.

On RBI's notification, banks have stopped m-payments. When will it start
functioning again?

RBI has issued a notification stating that all m-payments should be stopped.
A regulatory draft guideline has to be generated for the business to take place.
And, currently banks have definitely stopped m-payments, but it will start soon.
The guidelines are about to come out anytime.

Sunny Sen

sunnys@cybermedia.co.in