Accessible banking: banking sector in dialogue with the midfield
6 min Reading time
On 3 December, Febelfin organised an inspiration day on the theme of accessible banking. There, members of the financial sector had the opportunity to enter into dialogue with civil society organsations on how they can jointly make banking more accessible.
In the context of accessible banking, Febelfin already developed several initiatives in 2024, including the launch of the new website ‘toegankelijkbankieren.be'/'banqueaccessible.be’, numerous info sessions on online banking and payments, the mobile escape game Hacker Hotline and the E-learning ‘Digicoach’. The sector remains committed in 2025. We look forward to exploring some interesting paths based on the feedback received during this inspiration day, including the possible launch of a new app with general, bank-neutral lessons on mobile banking. Moreover, the sector will take the necessary steps to make banking even more accessible to people with disabilities in line with the European Accessibility Act.
Succesful inspiration day
On 3 December 2024, Febelfin brought together some 300 participants at an inspiration day on accessible banking. The event attracted members from the financial sector and various stakeholders, including social, civil society and consumer organisations. The main highlight was an interactive panel discussion with representatives from Financité, Okra, Mediawijs and vzw Maks. During the day, they discussed in depth the financial sector's current initiatives and areas for improvement for the future, providing valuable insights for further cooperation.
Initiatives by Febelfin in 2024: some fact and figures
- The new website ‘toegankelijkbankieren.be’/'banqueaccessible.be' was launched last year. On this website, you can read all about the various initiatives taken in the context of accessible banking and digital inclusion, as well as the offer to support non-digital customers.
- More than 50 information sessions on online banking and payments were organised for more than 1,400 people, with support from local bank staff and partners such as Digibanks, local police and EPNs (Public Computer Rooms) in Wallonia.
- The E-learning ‘Digicoach’ was followed by 389 volunteers and professionals, who thus received tips and tricks to guide digistarters in the digital world. The created multiplier effect allows us to reach a larger group that is not always within scope.
- Our mobile escape game The Hacker Hotline also travelled all over the country last year to raise awareness among schools, youth organisations, companies, etc. about online fraud among both young and old. We were present with the escape game at 77 different locations all over Belgium and reached some 1,100 participants!
- The universal banking service charter, to allow the group of non-digital customers to make manual paper transfers at a reasonable rate, ran until June 2024 but was proactively extended by Febelfin.
Inspiration from the midfield
During the inspiration day, it became clear that the digital divide is still a major challenge in Belgium. The presented projects of several financial institutions showed that many initiatives are already being taken, but also that there is still room for improvement. The panel discussion underlined the importance of accessibility and the speed of digitalisation. The financial sector recognises the need to close this gap and remains committed to accessible banking services. Based on the valuable insights gained, the financial sector will continue its efforts to strengthen existing initiatives and develop new projects, with a focus on a long-term vision and cooperation across sectors. One interesting path we will explore based on the feedback received during the inspiration day is the launch of a new app offering general, bank-neutral lessons on mobile banking. This would help consumers improve their digital skills and could create more confidence in the digital environment.
‘For the financial sector, accessibility is an absolute priority. That means leaving no one behind, even as we innovate and digitise as banks. It was great to see more than 300 participants from banking, civil society and policy making put their heads together during our first inspiration day, with one clear mission: to give everyone even easier access to banking services. Innovation is only successful when it works for everyone,’ said Michael Anseeuw, chairman Febelfin & CEO BNP Paribas Fortis
Improved accessibility for people with disabilities
The European Accessibility Act (EAA) is a European directive aimed at improving the accessibility of products and services for people with disabilities. Among other things, it stipulates that digital products and services should be made universally accessible to people with disabilities. The financial sector wants to lead the way for other sectors in this and make banking services even more accessible for people with disabilities. One of the things we strive for in this regard is the use of easier language.
Commitment to digital literacy is still key
As a banking sector, we are committed to playing our social role to the fullest, but digital literacy is an important shared responsibility. We therefore call on policymakers to formulate a clear vision and strategy and provide the necessary resources for this. We note that digital inclusion is often a fragmented competence across different ministers and governments and hope that this will not stand in the way of a shared vision. There is a need for a unified vision and a broad platform to develop initiatives across sectors. A coordinated approach to promote digital inclusion and bridge the digital divide is essential.
‘Digital inclusion concerns multiple target groups and for each target group a different policy or approach is needed. One uniform approach does not fit all; there is a need for customisation to meet the needs of different target groups. The financial sector plays an important role in this and wants to make its commitment, but we need a clear policy, a long-term vision and cooperation across different sectors,’ Karel Baert, CEO Febelfin
