The office is very conveniently located and relatively modernly equipped. The consultants are quite qualified and polite by the standards of state-owned banks. But the people at the ticket offices are unskilled and often frankly boorish.
The processes adopted in the bank also leave a lot of room for improvement. Of course, it's not easy to move such a machine, but you don't need to invent anything - learn from competitors and colleagues, they are already two steps ahead.