Gerry Horkan (Fianna Fail) | Oireachtas source

In terms of the change of culture, Ms McDonagh identified four key values, that is, behaviour that is customer-focused, agile, accountable and fosters teamwork, and the bank is endeavouring to restore trust. It has a huge job in terms of restoring trust. This is not just in Bank of Ireland and Bank of Ireland cannot do it for the whole banking sector but it can do its best within its bank. I know we are dealing with tracker mortgages but this is central to everything that happens in a bank. In terms of behaviour that is agile, accountable, fosters teamwork and is customer-focused, what is the bank doing to get that over the line? We have previously spoken about branches that are moving towards automated transactions. They are not cashless and I accept that they are not cashless but there is less customer interaction with staff for ordinary transactions. I accept that many customers are happy with it and they carry out their banking on their mobiles and so on. It is very difficult, however, to be customer focused when a person wants to talk to someone but is faced with lots of machines in the branch. How does the bank respond to that kind of thing? People are now opening post office accounts to deal with coin because they cannot go to the bank and deal with it except on Friday mornings for two hours etc. Many people are unhappy with parts of the change of culture, which is happening in all of the banks, including Bank of Ireland.