Febelfin launches mobile banking module on the 123 Digit platform to enhance people's financial and digital skills

25 June 2020 - 7 min Reading time

Mobile banking is taking off: there are currently more than 7 million subscriptions in our country. In the last five years, approximately one million subscriptions have been added annually. These trends are currently being further accelerated by the COVID-19 crisis and quarantine measures. However, not everyone is keeping up with this digital transition, as indicated by figures from the King Baudouin Foundation. That's why Febelfin has developed a module on mobile banking for the 123 Digit platform.

  • Febelfin is launching a module on mobile banking on the 123 Digit platform to assist people who are not (yet) familiar with digital banking: 123Digit
  • Through interactive exercises, the learner gains knowledge about mobile banking and can ultimately manage their banking transactions on mobile independently.
  • Febelfin's module addresses a specific need for digital support for individuals who are at risk of falling behind in today's increasingly digitalized world.
    • Belgians are banking more digitally, especially mobile banking, which has seen significant growth. In just 10 years, it has gone from a virtually non-existent banking channel to the most popular one.
    • The COVID-19 crisis and quarantine measures have further accelerated this digital evolution.
    • However, according to the King Baudouin Foundation, 4 out of 10 Belgians are at risk of being digitally excluded.
    • The chosen 123digit.be platform was developed by WeTechCare on the initiative of the King Baudouin Foundation and offers various modules to assist people with digital difficulties.
  • Febelfin is also actively involved in providing guidance for digital banking through other initiatives:
    • During the accessible information sessions "J'adopte la banque digitale" (organized by Febelfin in collaboration with the Agence du Numérique and various Espace Public Numérique locations in Wallonia), participants discover the basic package of digital services offered by their bank and the advantages of these services.

A platform for more digital autonomy


However, according to the King Baudouin Foundation, 4 out of 10 Belgians are at risk of being digitally excluded. In 2019, their data showed that 32% of Belgians have (very) weak digital skills, and about 800,000 people have never used the internet. Furthermore, 33% of internet users with low educational attainment and 37% of internet users with low income have never banked digitally.


Many people are at risk of being left behind as more and more services in our daily lives become digital. They require guidance toward digital autonomy. To provide this guidance, the King Baudouin Foundation, in collaboration with the French partner WeTechCare, launched the 123 Digit platform.

WeTechCare heeft in Frankrijk al heel wat ervaring opgedaan in het kader van digitalisering door onder meer een gelijkaardig project bij La Banque Postale (de Franse tegenhanger van het Belgische bank van de post).

Françoise Pissart, Director of the Poverty & Social Justice Program at the King Baudouin Foundation, said, "The platform is primarily aimed at social actors: organizations dealing with poverty, socio-professional integration, social welfare agencies, digital public places, etc. These organizations are increasingly being asked if they can assist people who struggle with digital services, but they don't always have pedagogical tools. On 123 Digit, they can find free educational materials in Dutch and French, including a module on itsme® and mobile banking."

Despite the significant increase in digital banking, the industry recognizes that not every customer is equally digitally skilled. To assist this group, Febelfin, in collaboration with the King Baudouin Foundation, has placed a module on mobile banking on the 123 Digit platform.
Karel Baert, CEO Febelfin

An interactive module to get started step by step


The module primarily consists of an extensive interactive course with various exercises and a quiz at the end. This allows the learner to check whether they have understood the material. The instructor can go through the course together with the learner, or the learner can go through it independently. In addition to the course itself, there is a separate guide for the instructor with tips on how to present each part.

The following topics are explained:

  • Why should you use mobile banking?
  • What do bank cards and accounts entail?
  • How do you open the bank's app?
  • How do you check the balance of a bank account?
  • How do you make a transfer?
  • How do you bank safely?

The module primarily focuses on mobile banking because it is the most prominent trend in society. In just 10 years, it has gone from a virtually non-existent channel for banking to the most popular one.


Jean Deydier, Director of WeTechCare, said, "We conducted extensive research beforehand to understand the needs of instructors and their target audience. We often received feedback like, 'When I hear what others can do with mobile banking, I'm embarrassed that I can't, but no one can explain it to me simply. I'm afraid to start using it because I don't fully trust it. What if I make a mistake?' That's why we created a module that explains all the steps in a simple language with lots of visuals. Some exercises even simulate a banking environment where users can make mistakes and receive immediate feedback. This is an important aspect for them."

Peter Weytens, a guide for people with intellectual disabilities at Zonnehoeve Living+, said, "One of our residents tested the module at the request of WeTechCare. This person had never used a banking app before; they only withdrew money from an ATM with their bank card. Despite their intellectual disability, they were able to go through the exercises with minimal assistance. First, they did it on their own, and then we went through it together, stopping at each step. Would they use a banking app now? According to them, it should definitely be possible with a few more practice sessions."

More initiatives to make Belgians more digitally skilled


The accessible information sessions "J'adopte la banque digitale" (organized by Febelfin in collaboration with the Agence du Numérique and various Espace Public Numérique locations in Wallonia) are another example of this. Participants discover during a session what basic package of digital services their bank offers and the benefits of these services. Additionally, they learn the proper practices to carry out digital transactions safely.

You can also find a wealth of information on digital banking on the website https://www.febelfin.be/digitalbanking. Several short, practical videos immediately help everyone get started: "How to open your bank's app?", "How to make a transfer?", or "How to make digital payments?".

For those who prefer to seek assistance from their bank, you can also find all the bank's phone numbers on the website.