The banks have not disappointed in this regard: lending to companies, households and the government remained broadly at the pre-corona crisis level and not only that: many who ended up in financial difficulties due to the crisis measures could apply for a postponement of repayment up to nine months and sometimes longer. But the answer to a crisis like this cannot come from one sector and one sector cannot be a lifeline for everyone who finds themselves in dire straits. The financial sector itself is not untouchable and must handle the savings entrusted to them responsibly. Recklessly handing out money without a strict framework is not an option. In other words, we are all experiencing this crisis and we are all part of the way out.

The corona crisis is a major challenge for the financial sector, but unfortunately certainly not the only one. The world is changing and becoming increasingly digital. This evolution is irreversible. We are gradually organizing our entire lives via the internet: buying train tickets, reading the newspaper, finding our way, requesting certificates from the municipality, completing tax returns, doing shopping, etc. And it is also difficult to imagine electronic payment transactions. People expect to be able to manage their banking affairs anywhere and at any time, both via the PC and with a tablet or smartphone. And that expectation is justified. The financial sector is doing everything it can to offer consumers what they want: smooth, safe and fast digital banking. Satisfaction among users of online banking services is therefore particularly high.

Due to the massive use of digital and mobile banking, fewer and fewer customers physically go to the counter every year. If it can be done remotely, it is done remotely and the bank tellers notice this: as many as 60% of Belgians never or less than make one physical appointment with their bank annually and 33% of Belgians only do this 1 to 3 times a year . The number of cash withdrawals is also decreasing due to the ever-growing success of digital payments. The banking sector is responding to this evolution: banking apps are becoming more innovative, more secure and adapted to the needs and wishes of the consumer. The physical office network is being slimmed down, but remains intact: Belgium still has one of the densest office networks in all of Europe, with approximately six times more offices per million inhabitants than our northern neighbors. A further reduction is therefore not illogical and follows a global social trend. The traditional banking model, based solely on bank branches, tellers and paper documents, should no longer be the starting point. Consumer standards are high and are pushing all sectors further towards digital innovation, with ease of use and security as guiding principles. It is an evolution that no sector can escape. Just think of the ticket offices in the station or travel agencies.

However, the medal is not yet completely deserved, because there is also a downside. We are still in a transition period and a group of people who should not be underestimated are little or not digitally active, for various reasons. We must not forget them and we will not. Guiding customers in the digitalization process is essential and there are still alternatives for non-digital customers today - and tomorrow. The transition should not happen too quickly, but the pursuit of more digital inclusion is a must. And that is not limited to banking matters alone. Access to the internet and the associated digital skills are necessary to function in a modern society. Learning those skills is everyone's responsibility: from the banking sector to government, from education to civil society.

The advantages of the digital evolution are numerous and far outweigh the disadvantages. That is beyond dispute. To be connected to the internet is to be connected to the world. It is a process that takes time and growing pains are inherent. Not so long ago, an electric typewriter was unprecedentedly revolutionary. Today it is in a museum and the PC or laptop has its permanent place in a majority of Belgian families. That is the challenge for society as a whole: ensuring that everyone finds their way in today's digital world. Because a return to the past is not possible and especially not desirable. The benefits have been established and the train has departed.