The banking sector is one of the most frequently mentioned in EU legislation and accompanying documents: banks must be accessible to everyone. Members of society deal with financial services every day, so it is not surprising that the requirements for this area of services are extremely high.
“Maybe it’s hard to believe, but people with individual needs are great enthusiasts when it comes to digital adaptation tools – they are happy to go on trips to learn about apps, websites, adapted devices. However, deficiencies in physical adaptation still prevent independent access to services.
We identify this problem not as a reproach, but rather as an encouragement for all to build an inclusive society together.
We identify this problem not as a reproach, but rather as an encouragement for all to build an inclusive society together. We will create it when everyone sincerely thinks about the immediate environment – elderly parents, sick friends, families with children, about people with disabilities who want to receive a service independently, without help”, says Lina Gulbinė, the Agency for the Protection of the Rights of Persons with Disabilities (ANTA) Head of the accessibility assurance and consultation department.
Banking association: a wide range of measures
It is important for business organizations to understand that ensuring accessibility from 2025 onwards. June 28 will become legally binding – the Product and Service Accessibility Requirements Act will come into force on this date. This law transposes the European Accessibility Act (Directive 2019/882 on accessibility requirements for products and services).
The Lithuanian Banks Association (LBA), which unites the country’s main banks and credit unions, claims that the members of the association pay a lot of attention to increasing accessibility and constantly invest in various measures, the purpose of which is to ensure the availability of services to everyone, regardless of individual needs.
“Lithuanian credit institutions are actively implementing solutions that ensure accessibility for various groups of society, including people with disabilities and the elderly.
Our association members take a wide range of actions, from adapting ATM networks to improving physical infrastructure. Customer service standards are constantly updated. In addition, banks invest a lot in employee training, educate employees about improving accessibility, communication, and digital accessibility,” says LBA president Dr. Eivile Čipkutė.
A wide range of actions are being taken, from adapting ATM networks to improving physical infrastructure.
Egidijus Grigonis, a board member of the Lithuanian Paraplegic Association, agrees – the efforts of credit institutions in adapting ATMs are visible.
“You don’t want to blame the banks too much when there are much more sore spots in terms of physical accessibility. We see that efforts are being made to install ATMs in more convenient locations, but a person in a wheelchair still often faces obstacles. There is no space to approach, there is no possibility to push under the control panel. However, we understand that it is related to a wider context – equipment manufacturers, supply. When it is necessary to use an ATM, it is often necessary to use the help of another person”, says E. Grigonis.
ATM networks – being updated
Banks are gradually upgrading their ATM networks. A lot of attention is paid to making ATMs conveniently accessible, including for people in wheelchairs.
Some credit institutions already estimate that only a small part of the ATM network remains more difficult to access, and this problem is being addressed. As ATMs are being improved, some of them install an audio guide for people with visual impairments, that is, after putting headphones in the ATM, the audio guide voices all the functions of the ATM and provides instructions for use.
Lukas Balandios / 15min photo / Egidijus Grigonis and Dalia Grybauskaitė
Also installed NFC card readers at ATMs that help people with disabilities withdraw money more easily – a feature that allows contactless payments by phone, as well as connecting the phone to other devices, such as wireless headsets, speakers or computers.
Some credit institutions have chosen a solution where the buttons on the ATM’s keyboard are in contrasting colors, and it is easy to distinguish them from other surfaces when touched. In some models of ATMs, the buttons are marked with Braille symbols.
The values of the buttons are written in large font on the screen, and after each button press, an audio signal – a beep – sounds. The keyboard also has a marked “5” center button, special characters engraved on the “OK”, “Cancel”, “Repair” special buttons. In some places, the ability to see the ATM screen in black and white is being implemented.
Also, credit institutions are gradually updating and changing debit cards to include a special tactile notch that helps visually impaired people to use the cards comfortably and intuitively at ATMs and points of sale. Next, an analysis is made of what technological changes improving accessibility should be implemented in the near future.
Managed physical infrastructure
Among the physical adaptation projects implemented or currently being implemented by credit institutions are the renovation of bank departments, adapting the design and furniture according to accessibility requirements and creating more comfortable spaces and self-service areas for customers. Widened entrances have been installed for people with mobility disabilities, and efforts are being made to ensure convenient access to ATMs.
The list of solutions for adaptation of the physical environment is extensive, from automatic opening of doors in bank branches, installation of tactile paths to slopes for stairs, adaptation of sanitary facilities, etc. Some bank premises with elevators are equipped with easy-to-understand informative audio and visual messages for the visually impaired and the hearing impaired.
Credit institutions also take into account the needs of their employees with disabilities – they adapt their workplaces.
Social inclusion is a broad commitment
Representatives of the Agency for the Protection of the Rights of Persons with Disabilities (ANTA) emphasize that accessibility is a broad commitment to creating a friendly environment for all.
“Each of us can contribute to this change so that the environment is favorable both for those with special needs and for all other groups in society. Only then can we expect the greatest progress in the field of equal opportunities and social inclusion,” says L. Gulbinė, head of ANTA’s Accessibility Assurance and Consultation Department.
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#Making #banking #accessible #Business
**Interview with Lina Gulbinė and Dr. Eivile Čipkutė on Financial Accessibility in the Banking Sector**
*Interviewer*: Welcome, Lina and Dr. Čipkutė. Thank you for joining us today to discuss the vital topic of financial accessibility in the banking sector. Lina, you mentioned that individual needs significantly influence digital adaptation tools. Can you elaborate on how this interest in digital tools contrasts with the physical barriers people still face?
**Lina Gulbinė**: Absolutely. It’s remarkable to see that people with individual needs are often eager to embrace digital solutions. They actively seek out information about apps and websites designed for accessibility. However, the real challenge lies in the physical adaptations that are lacking. Many of these individuals still encounter barriers that prevent them from accessing services independently, such as the layout of bank branches and the design of ATMs.
*Interviewer*: Dr. Čipkutė, the upcoming Product and Service Accessibility Requirements Act will introduce legal obligations regarding accessibility. How are banks preparing for this change, and what measures are currently being implemented?
**Dr. Eivile Čipkutė**: Our association members are committed to enhancing accessibility across the board. We are making considerable investments in various areas, including upgrading ATM networks, adapting physical infrastructure, and continuously updating customer service standards. Training employees on accessibility issues is also a priority. For instance, banks are now ensuring that ATMs are located in convenient places, making physical interactions smoother for all customers, including the elderly and people with disabilities.
*Interviewer*: Lina, you pointed out in your statement the need for a collaborative effort to create an inclusive society. What role do banks play in this?
**Lina Gulbinė**: Banks are crucial players in fostering inclusivity as financial services are integral to daily life. By addressing accessibility, banks not only comply with legal requirements but also support customers in leading independent lives. It’s about societal responsibility; when banks make changes, it reflects a commitment to the community and promotes a culture where everyone has equal access to financial services.
*Interviewer*: Dr. Čipkutė, can you share some specific adaptations that banks have made to improve ATM accessibility for people with disabilities?
**Dr. Eivile Čipkutė**: Certainly! Many banks are installing ATMs equipped with audio guides for visually impaired users. These ATMs can provide instructions through headphones. Furthermore, we are seeing the introduction of tactile features, such as Braille on keypads and contrasting colors for buttons. Also, some models have implemented large fonts and audio signals that offer feedback after each button press, facilitating a more intuitive experience.
*Interviewer*: Lina, as we move toward a more digital future, how important is it to consider both physical and digital accessibility?
**Lina Gulbinė**: It’s essential that both aspects are harmonized. People should not face barriers due to the format of services—whether that be physical access to a bank branch or the usability of a banking app. Striving for comprehensive accessibility ensures that all individuals, regardless of their abilities, can navigate financial services seamlessly.
*Interviewer*: Thank you both for your insights today. Raising awareness about financial accessibility is critical in building an inclusive society. We appreciate your efforts in this space.
