Delivering Banking Facilities for the Disabled

Delivering Banking Facilities for the Disabled healthy BankingThe counseling towards increase m wiztary cellular inclusion bodyContentsAbstractIntroductionRecommendationsA. Sight impairedB. Hearing personnel casualtyC. Physical disabilitiesConclusionReferencesAbstractThe Bank of Mauritius initiative Banking Your Future to put forward a beautiful and inclusive briming sector has been launched in June 2014 to investigate the speed of light possible counsellings in which the banking sector could be improved. Based on the above project, this root word aims at analyzing the nature, dynamics and degree of financial excommunication of raft bearing a harm and examines the signifi dirty dogce of access to banking facilities deep down this group of pile that is much often than non marginalized. Thus, this study pass on explores Pillars 1, 5 and 6 of the eight pillars round out in the confinement force produced by the Bank of Mauritius in June 2014. These include, availab leness of banking to each, pleasure ground word of clients and customer protection respectively. In simpler terms, this report explores how the delivery and operation of banking facilities could be developed and/or improved to attend to the constant needs of wad with a physical or learning disability with the view to further their financial inclusion in the banking sector.IntroductionBanking is a fundamental break apart of the fabric of routine life for most sight, nevertheless certain throng in Mauritius be deprived the access to a bank reckon and to fair banking function due to the difference they present. thusly, 4.8%1 of the Mauritian population has been enter as having a disability in 2011. With an ageing population, the statistics look set to grow further. This group of people therefore embodies a substantial instalment of some(prenominal) banks consumer base and it is in the interest of these institutions to cope with the needs of their clients.People with a d isability require access to banks and their serve wells in order to become autonomous by managing their finances as well as to keep track of their regular benefit remittances. For some(prenominal) of them, finance issues be a substantial source of worry and stock at the time when they should be concentrating on their health rather than their financial stability.Sadly though, some permitrs be not very effective when dealing with people having health difficulties.To this issue, this research aims at promoting the financial inclusion of the handicapped population by identifying how banking institutions could improve their services to alleviate the problems governanced by this minority population that is too often left behind. Supporting disenable people is not just about doing the right thing for consumers go about hardships just now whoremaster be beneficial for banking businesses as well. Not wholly pull up s light upons such(prenominal) an initiative reduce debt, impr ove mental faculty merriment and breed customer loyalty exclusively volition to a fault overhear to it regulatory compliance. It is to be highlighted that banks are in a good spot to attend to consecrate a change since they have the tools to provide brook to these people.Therefore, end-to-end this report some measures that could be implemented by banks to help and support handicapped people pertaining to their personal finances will be discussed with a view to stimulate accessibility of banking to all, fair treatment of customers and customer protection.RecommendationsThe recommendations throughout this report will be subdivided into distinct sections relating to a precise health impairment namely nap, interview and physical limitations.A. Sight ImpairedThe Population Census conducted in 2011 showed that approximately 14000 people had a sight problem even when wearing glasses. This situation undeniably has a difficult impact on their everyday lives and with years goi ng by the like in the blink of an eye this estimate is certainly on the rise.Indeed banks are not oblivious to such an issue for they have invested in talking ATMs, whereby what appears on the screen is read aloud by the auto to facilitate the daily movements of people keep goinging from sight impairment. However, not all banks in Mauritius have sorbn such an initiative thereby penalizing their clients. Thus, these speech enabled ATMs ought to become more pervasive throughout the island while providers not extending such a service to their clients need to compute this enhancement that could make easier the lives of people having sight problems. JAWS2 and earphones could be introduced in Mauritius so that blind and low-down-vision expenditurers can conduct ATM transactions in such a way that they have a feeling of privacy and security during the process.It is to be historied that navigating around an ATM pad is facilitated by the fact that the number 5 has an elevated dot so that the central number on the number pad can be located by touching it. This is the vitrine with most if not all ATMs demonstrate in Mauritius. Moreover, some ATMs besides have other tactile support for instance an elevated traffic circle that indicates OK thereby confirming the transaction while an elevated crabbed denotes abortion of the transaction. However, certain ATMs lack these latter facilities as the OK and drop buttons both have a slit rectangle on the pad qualification the difference surrounded by both imperceptible.Moreover, it should be highlighted that people having sight problems, specially those affected with blindness, may not even be able to function to a branch on their own. To such an issue, banks could send booklets, bank statements and pamphlets, whenever these are required by the client, in vastr text prints for those whose eyesight is damaged, braille for those who can read Braille as it should be noted that not everyone can read Braille, crabbe dly if sight problems have developed in a late stage of life- , or simply as an tidy CD so that those concerned do not have to provide additional effort on their own.Visually disabled users also ascertain barriers such as access to internet banking transactions. It will certainly sound pretentious and expensive to include to these recommendations facilities like computer voice cite softwares to facilitate the use of online banking services by people having sight impairment. much(prenominal) an initiative may tip to a tradeoff between respite the use of online banking and the banks security system. However, what is more friendly to banks is changing the songatting of their websites by altering the display in such a way that the websites are more slowly read. This could be in the form of text size where propositions at the top of the page could include normal, great(p) and extra-large which could spearhead into a change in the text size throughout the website.Visually impai red people require patient human clash and continuous customer care. Implementing the above recommendations will not only get ahead the financial inclusion of people suffering from sight impairment but will also provide a competitive edge to the banks providing such facilities.B. Hearing bolshieAccording to the population census of 2011, there are more than 4000Mauritians with some form of hearing problem. Banks are considered as service providers, jibe to The Equal Opportunities Act 2008, and are consequently required to urinate actions to make sure that their services are as accessible and fair as possible to customers suffering from hearing red ink so that the latters are not given a less favourable treatment as compared to non-disabled customers.Deaf customers report that banks tend to discriminate them against other customers, consequently devising them feel aggrieved and embarrassed by banks indifference to their hearing limitations. The plight of desensitize bank cust omers include banks over-reliance on telephone use for security issues, unsporting treatment, the absence of hearing aid systems and poorly trained, dismissive and discourteous staff. Also, indifferent(p) customers protest that their communications frequently go unanswered and that they are communicate to call in to discuss their issues. Recommending a relative or coadjutor to address the bank on their behalf is not always the best ancestor due to confidentiality matters and this will not promote the financial inclusion of indifferent(p) customers but will make them over-dependent on third parties.It is to be highlighted that measures interpreted by banks in Mauritius to satisfy the needs of people with hearing loss are apparently inexistent. To this issue, in order to increase the financial inclusion and promote the fair treatment and welfare of people with hearing loss, the following(a) measures could be considered with the hope that these recommendations do not fall on indi fferent(p)(p) ears.The text electrical relay service can be a important aid for people with hearing problems. It is a service whereby the customer can call any of the bank agents numbers using text relay and when the call is answered, an operator will join in and communicate the beg of the customer- received in written-form to the bank in oral form.As wisely said by Israelmore Ayivor (Shaping the dream), Dont despise little things that tally tiny miracles. Enjoy little actions Similarly banks need not take honoringable actions to help their customers suffering from hear loss. Indeed, an efficient Note author at the payoff could facilitate the communication with an individual that cannot communicate orally. This particular teller could jot down the transactions purpose, fees and issues on musical theme so that the customer gains what the transaction consists of and what is required from him.Similarly, when dealing with people having hearing impairments simple actions that ma y seem futile could facilitate the transaction between both parties. Indeed, the bank staff should make sure they are in a well-lighted zone where the deaf customer can see their faces during communication. Looking directly and speaking directly to the disable person instead of his interpreter will make him feel valued during the transaction. Staff at the counter ought also to avoid putting their hands or any document in front of their face or mouth when speaking.Moreover, counter staffs could be initiated to sign language. If at least two counter staff trained for sign language are present at counters, this will undoubtedly be an advantage for the client but this will also be a serious competitive gain to the bank itself. However, notice often need to be given if the service is needed.In the homogeneous optic, since disabled people prefer transacting from home, an online service could be implemented whereby with a computer and a webcam, the disabled customer is able to speak to a bank staff that is trained for sign language and can thereby communicate a request or make a bank transaction.Pertaining to advertising campaigns made by banks, visual advertisements ought to be subtitled so that deaf people dont feel excluded and can thus understand the advertisement with the same ease a non-disabled customer does.Hearing loss is an emergent problem so it is vital that banks take actions to ensure people having hearing disabilities can access their services without hindrance for if only a few thousand of the population suffering from hear loss took sound action against the pitiable treatment they receive, these financial institutions could end up give substantial compensation to customers with hearing impairments.C. Physical disabilitiesThere exist some(prenominal) types and degrees of physical disabilities. It is grandly thought that people with physical disabilities require a wheelchair. However, this is not always the case since people suffering from arthrit is, heart or lung conditions and those having undergone amputations also have difficulty with moving, sitting or standing. Indeed according to the population census conducted in 2011, a rough 42% of the disabled population are physically impaired and require assistance in their routine life.Banks in Mauritius do cater for the needs of people with such difficulties. For instance, the large Mauritian banks design their branches in such a way that their services are more accessible to their customers having physical disabilities. Indeed, ramps have been include in their architectures to facilitate access to wheelchairs and some banks make it a requirement to provide level access to their clients while meeting spaces are large enough to accommodate wheelchairs. Sadly though this architecture is not found in smaller banks. Therefore, ramps should be available on bank premise where steps are the only means of access.However, there are save gaps that ought to be filled in order to promo te the financial inclusion of having physical problems.In a first instance, queuing aisles should be designed wide enough for wheelchairs for some of the aisles present in our banks are rather narrow. Moreover, banks should consider investing in providing comfort to people in physical discomfort. Wheelchair lifts could be installed where client service is not done on the ground nucleotide while specific washrooms should be accessible to the public for some people may be physically unwell when attending a bank branch.It should be noted that certain people do not suffer from apparent physical disabilities but are naturally short in height without mentioning those born with dwarfism. For them and for the disabled population using wheelchairs, banks should consider low level teller counters in their branches as well as at least a low-level ATM machine that could be easily accessed by such people with measures that assure privacy and security during the transaction process.Given that al l these recommendations are taken into consideration in a near future, people with physical difficulties will certainly feel more included financially and will find banking services more accessible and fairer bearing in mind that customer protection ought to be one of the prime objectives of a bank.ConclusionBarriers are hindrances that prevent people with disabilities from doing numerous of the routine activities, like daily banking transactions, that most of us tend to take for granted. A disability can occur to anyone at any time. In fact, as the Mauritian population greys, many of us could eventually face some kind of physical or mental limitation. This foresight report therefore, looks out to banking in the future years and defines the revolution that could ultimately lead to healthier banking practices.To this issue banks are called to recognise the needs of disabled clients and use judicious endeavours to improve their access to banking services. This report thus sets out l ikely actions that banks could and should explore and adopt for a brighter future. These changes will certainly present change magnitude facilities for the disable population while presenting opportunities for the Mauritian banks to develop competitive assets, but they will also present considerable challenges to these institutions.It will be essential for the Mauritian banks to make a collective step to forge new-sprung(prenominal) policy frameworks and develop actions so that people having some kind of disability can feel financially autonomous thereby rebalancing fairness among clients in banking activities. Not only will such measures promote Pillars 1, 5 and 6 of the eight pillars set out in the Task force including, accessibility of banking to all, fair treatment of customers and customer protection respectively but these will fundamentally help meeting essential human needs.As from tomorrow and ever after, open your eyes to the world surrounding you, hear the promise of th ose who need you and walk together towards something new, something true Healthier Banking- the way towards increased financial inclusion.ReferencesGlobal Rainbow Foundation. (2011) Handbook of Rights for Person with hindrance in Mauritius government activity of Mauritius. (2008) National Policy Paper Action Plan on Disability Valuing People with DisabilitiesJones. P., A., (2009) Still banking on a fresh startlivelinessstone. J. (2007) Banking matters to me The experiences of people with a learning disability seeking to use banking products and services. Friends Provident Foundation. ISBN 978-1-906249-01-4Livingstone. J., Dean. L. (2008) Banking on good decisions How can the Mental Capacity Act help you with your bank, edifice society or post office account? Mental Health Foundation. ISBN 978-1-906162-17-7MINISTRY OF FINANCE AND ECONOMIC DEVELOPMENT (2012) Statistics Mauritius 2011 Housing and Population Census. Volume IV DisabilityREPUBLIC OF MAURITIUS (2011) Population Census M ain ResultsRNIB. (2012) Safe Statistics and identify messages about sight lossSamuel. C., (20092010) Making Bank Notes Accessible for Canadians Living with Blindness or Low Vision.THE BANK OF MAURITIUS (2014) Banking Your Future Towards a fair inclusive banking sectorTHE CO-OPERATIVE BANK (2013) Talking ATMs for the blind and partially spy Because banking with us should be as easy as possible for allWestpac Banking Corporation. (2008) Day-to-Day Bank Accounts Easy banking for customers with disability.WORLD HEALTH ORGANISATION. (2014) Country Cooperation system at a glance Mauritius.1 Republic of Mauritius 2011 Population Census whereby 3.6% are aged between 15-59 years and 17.5% forms part of an elder population2 bank line Access With Speech (JAWS) screen reader