In the year that Bizum has surpassed 21 million customers in Spain, the provision of cash will reach the most remote villages of our geography, in some cases for the first time.
These apparently disparate realities, which improve people’s lives, are driven by banks. Because alongside our commitment to economic growth is the vocation to facilitate the daily lives of citizens. We work to provide solutions and answers to those who want to have their office in the palm of their hand, on their mobile, and to those who, for reasons of age, place of residence, or any other motive, prefer in-person service.
In recent years, there has been a significant boost in the digitalization of all processes. The pandemic accelerated this trend and allowed us to apply in real time all the innovations that have changed the way we operate in banking and other fields. With the same vocation of service with which the banking sector kept branches open during those days, we are now striving to ensure that all customers can operate in a comfortable and agile manner.
In February of this year, the banking associations updated the Strategic Protocol to reinforce the social and sustainable commitment of banking, and within weeks we confirmed that all entities had implemented measures to improve personalized service for those over 65 and people with disabilities. As a result of these measures, the number of branches keeping their teller service open from 9:00 AM to 2:00 PM has doubled, serving more than 6 million senior customers; 1.6 million calls from elderly people have been answered preferentially by a personal representative; 91% of the ATM network is adapted; and websites and applications have also improved with simplified language and visuals. And all this in 4 months.
In this line of adapting and expanding services, we have designed a roadmap to bring cash to the 1.4% of the population without access to in-person financial services in rural Spain. We know that depopulation is a cross-cutting and complex phenomenon that requires the effort of everyone, not just our sector. For our part, we have committed to installing ATMs in municipalities with more than 500 inhabitants without access points or expanding the network of financial agents and mobile bank branches. For smaller municipalities, we are committed to providing a cash access point through rural mail carriers or solutions such as cash back or cash in shop. We continue to seek other formulas to guarantee and strengthen this 100% coverage of the population.
In parallel with the development of these commitments, the sector is working to promote the digital literacy of the population, with special attention to the elderly. This is not an issue exclusive to banking, but we understand that in a context of increasing digitalization of relationships with both the public and private sectors, we must accompany those who may face more difficulties.
We see financial education as the best formula for inclusion. Therefore, while the sector multiplies its innovation budgets and hires thousands of computer engineers to remain at the forefront of transformation, it also reinforces and expands its financial and digital education projects. One of the best pieces of news we have received this year was the “Finance for All” award for the “Financial and Digital Classroom,” a website where banking associations and entities have published all training programs organized by theme and group. This inclusive vocation is an essential element of the banking sector’s strength. A vocation that is on the rise.
Alejandra Kindelán, President of the Spanish Banking Association
