Abi: banking accessibility, as a tool for financial and social inclusion, increasingly focuses on technological innovation

Financial and social inclusion tool and strategic choice to respond adequately to the specific requests of people with functional limitations, or with particular temporary needs (such as pregnant women, adults accompanied by children's branch), also through new and increasingly innovative technologies . Accessibility, in the banking world, is understood not only in the physical sense, in relation to the measures taken to remove architectural barriers for the benefit of customers, but also in terms of relationships and process efficiency, with a view to improving the various phases in which the relationship with customers is articulated.

The growing interest in these aspects by the banking world is confirmed by the latest Abi survey on accessibility in the bank.

The survey, now in its third edition, offers an overview of the measures undertaken or planned on the subject of accessibility to banking structures and the products and services offered - also through the use of new technologies - providing operators with a tool for analyzing and monitoring the topic and encouraging a periodic discussion on the most appropriate ways to enhance the initiatives already adopted at sector level. In fact, various collaborations have been initiated with qualified subjects (including universities, research bodies and some civic associations and non-profit organizations) on these issues and the positive experiences already in place on this front.

From the last survey, it emerged that the sample of participants in the initiative - representing 63% of the total branches present on the national territory - carried out measures aimed at facilitating access and improving the permanence of customers in the bank considered by the survey, in almost all of its branches (99,6%). Systems for booking an appointment before going to the branch are also widely used, thus reducing waiting times and improving the efficiency of the service offered (implemented in 93% of the counters surveyed).

In this context, the development of new information and telematic technologies, the digitalization process underway, the greater use of "multi-channel" and "multi-sensoriality" support the implementation of processes and the adoption of innovative solutions to facilitate all the bands of customers.

Thanks to new technologies - already in the phases prior to the signing of the contract - different procedures and methods of relating to customers were tested in 82% of the branches surveyed. The use of different sensory channels to facilitate people with functional limitations in the use of banking services and products (including, for example, talking and easy-to-read tokens, and information documentation prepared in a format usable through assistive devices) is was implemented in 79% of the branches surveyed.

The banking sector's commitment to accessibility is in line with the main indications contained in the European Accessibility Act, the process of which at European level is still ongoing.

Abi: banking accessibility, as a tool for financial and social inclusion, increasingly focuses on technological innovation

| Economics |