“Union Access”, accessible banking program by Union Bank of India Qorus-Infosys Finacle Banking Innovation Awards 2024 - Winner

Union Bank of India, a prominent public sector bank, identified the imperative to enhance accessibility and inclusivity in banking services for persons with disabilities (PwDs) and senior citizens. Traditional banking systems often pose physical and digital barriers, resulting in underserved populations. The Union Access initiative aims to create an inclusive banking environment, providing equitable access to financial services for all customers.

Problem Statement Union Bank of India's historical legacy of pioneering technology and digital banking solutions paved the way for Union Access. Notably, in 2012, Union Bank developed India's first Talking ATM, demonstrating its commitment to accessibility long before Union Access was conceived. Despite these advancements, a critical need to enhance the accessibility and inclusivity of banking services for persons with disabilities (PwDs) and senior citizens remains.

Traditional banking services often exclude PwDs and senior citizens due to physical and digital barriers, leading to a significant segment of the population being underserved. According to the 2011 Census of India, approximately 26.8 million people in India live with disabilities, accounting for 2.21% of the total population. Moreover, the elderly population (aged 60 years and above) is projected to reach 319 million by 2050, posing an urgent need for more inclusive banking solutions.

The challenge is to create an inclusive banking environment that caters to the diverse needs of all customers, ensuring equitable access to financial services. Union Bank of India aims to address these barriers by implementing Union Access, a comprehensive accessibility program designed to provide PwDs and senior citizens with seamless and dignified banking experiences. This initiative is crucial to fulfilling the bank's commitment to serving all segments of society and fostering financial inclusion across India.

Objectives  Accessible and inclusive banking are crucial for accelerating digital enablement efforts and providing a better user experience for a customer base that includes individuals with disabilities and senior citizens. According to the 2011 Census of India, approximately 26.8 million people, or 2.21% of the population, live with disabilities. Additionally, the elderly population in India is projected to reach 319 million by 2050, as reported by the United Nations Population Fund (UNFPA).  This initiative aims to support both customers and employees with disabilities. The bank's innovative efforts, particularly the transformative project Union Access, have successfully implemented accessibility through various new initiatives.  Under inclusive leadership, the bank has always prioritized inclusivity for persons with disabilities customers and employees. In Jan 2021, the bank established a Committee for Accessibility Enhancement, comprising executives from various departments, to enhance accessibility features in its digital products and internal platforms.  Bank has strategically positioned itself as a pioneer in enhancing accessibility within the banking sector. A pivotal strategic intervention was the goal to adhere to the Indian accessibility standard for digital banking channels.  To further the structural change in line with the predominant objective of Universal Access, the initiative 'Union Access', was launched in May 2022, which is seamlessly integrating digital accessibility principles into the Bank's products and services.

Scope of Implementation The scope in providing inclusive and accessible banking practices and the applicability of accessibility improvements across diverse customer segments, includes:  Adherence to Accessibility Standards and Guidelines,  Implementation of innovative digital accessibility initiatives,  Incorporation of accessibility into product design,  Enhancement of user experience of digital service offerings,  Proposal of innovative product concepts tailored for specific needs,  Mitigation of various accessibility barriers.  Adoption of global best practices and standards in accessibility.  Comprehensive training and resources to support staff and customers.

Systemic Interventions: Project Union Access is comprised of individuals with disabilities who are not only passionate about driving change in the domain of digital accessibility but also possess the skills and disability connections necessary to make a significant impact. The Union Access project has made systemic changes within Union Bank: This diverse staff has spearheaded several notable initiatives. The project has implemented systematic changes to enhance accessibility within the organization, as evidenced by the following initiatives: o Coordination for Accessibility Implementation: The project has coordinated with various departments, teams, and vendors to address accessibility issues, enhance accessibility features, UAT feedback and innovate with new products for raising a culture of inclusivity within the bank. Extensive accessibility testing conducted for over 100+ digital spaces to identify accessibility improvements and submitted feedback for enhancements. o Technology Enhancements: The project has made significant enhancements in digital products and services, making them accessible for assistive technology users. This includes implementing accessible CAPTCHA solutions, conducting extensive accessibility testing, and developing an Accessible Banking webpage. o Empowering Internal Customers i.e. employees with disabilities: Launched a dedicated web portal on bank’s intranet as one stop accessible solution with rich resources. o UI / UX Enhancements: New banking channels as well as existing once were tested for diverse user experiences mainly for senior citizens, low vision and visually impaired persons. o Accessible documents and Communication: Efforts have been made to ensure that all documents and communications are accessible to individuals with disabilities. Email communications, e-circulars, user manuals, and customer guides are now provided in accessible formats, facilitating universal access to information. o Accessibility Support: A structured support system has been established to assist individuals with disabilities. Through a dedicated Union Access email address, telephone support, branch network assistance, and direct interaction, accessibility support is readily available to more than 1,00,000 PWDs customers and more than 25 million elderly customers with disabilities. o Policy and Guidelines: The project has contributed to the development of comprehensive policies and guidelines aimed at promoting inclusivity. These systematic policies and guidelines ensure that inclusivity is embedded throughout the organization's operations and interactions. o Skills: Building the necessary skills and capabilities among employees is essential for successfully implementing accessibility initiatives. This includes providing training on accessibility best practices, usability testing, and incorporating principles of universal design into product development processes. o Awareness Sessions: The project has organized a series of accessibility sessions and webinars aimed at raising awareness among employees. These sessions cover a diverse range of topics, including enabling technologies, web accessibility best practices, and disability awareness. o Webinars and Seminars: Various webinars and seminars have been conducted to deepen understanding and skills in accessibility awareness, design thinking, disability sensitization, and inclusive banking. o Inclusive Banking Workshops: Conducting more than 50 inclusive banking workshops and financial access camps across in two years duration at various locations in India. o NGOs Connect: Focusing on building partnerships and collaborations with NGOs and communities in the disability sector. o Community Impact: Raised the trust within the disability community in India.

Innovative Solutions Union Access introduced cutting-edge solutions like the Accessible Tactile and Braille Debit Card, accessible digital platforms, and specialized support, setting new industry standards and driving social innovation. o Union Sparsh Accessible Tactile and Braille Debit Card: A specially designed debit card with Braille embossing to assist visually impaired customers in independently managing their finances. o Accessible Digital Platforms: Enhancements to the bank’s digital platforms (internet banking, mobile apps) to ensure they are fully accessible to PwDs. This involved incorporating screen reader compatibility, keyboard navigation, and high-contrast modes. o Dedicated Accessibility Support: Establishing a dedicated email ID for accessibility support and trained customer care executives to provide specialized support for PwDs. o A tokenization mobile app of the bank with auto voice trigger feature for the in-built screen reader to announce the generated code to the visually impaired users allowing them for hand-free operation. o Accessible Solutions: Screen reader friendly CAPTCHA for online forms, email communications with info graphic text for images and maiden Guidelines on Implementation of Digital Accessibility. o Training and Resources: Developing and distributing user guides in Braille, large font, and audio formats, and implementing e-learning modules to sensitize staff to the needs of PwDs. Meeting ESG Goals through Social Innovation Union Access aligns seamlessly with Union Bank of India's Environmental, Social, and Governance (ESG) goals, promoting digital solutions, enhancing social inclusion, and adhering to governance standards. This innovative program demonstrates the bank's commitment to responsible banking and sustainable development. By integrating ESG principles into its operational framework, Union Access sets a benchmark for responsible banking, aligning economic growth with sustainable and inclusive development.

Environmental Impact  Reduction of Physical Resources:Union Access promotes digital banking solutions, reducing the need for physical resources such as paper. This shift from traditional to digital platforms significantly lowers the environmental impact associated with printing, mailing, and storing paper documents. By minimizing paper usage, the bank supports conservation efforts and reduces waste.  Lower Carbon Footprint: Digital banking minimizes the need for physical travel to bank branches, thus reducing greenhouse gas emissions from transportation. Customers can perform banking transactions from the comfort of their homes, contributing to a reduction in the bank's overall carbon footprint. This initiative aligns with global efforts to combat climate change by lowering transportation-related emissions.

Social Impact  Social Inclusion: Union Access is specifically designed to provide accessible banking services to Persons with Disabilities (PwDs) and senior citizens. According to the World Bank, about 40-80 million people in India live with disabilities, and the elderly population is expected to reach 319 million by 2050. This initiative ensures that financial services are equitable and available to all, promoting social equity and inclusion. By addressing the unique needs of PwDs and the elderly, Union Bank fosters an inclusive environment where all customers can access essential banking services.  Financial Literacy: The program enhances financial literacy among PwDs and senior citizens by offering accessible tools and resources that empower them to manage their finances independently. This fosters greater financial independence and confidence, enabling PwDs and the elderly to make informed financial decisions. Financial literacy programs are essential in empowering individuals and promoting economic stability within communities.  Community Empowerment: By making banking accessible to underrepresented and vulnerable groups, Union Access empowers communities and promotes economic inclusion. This initiative contributes to a more inclusive society where everyone has the opportunity to participate in economic activities. By addressing barriers to financial inclusion, Union Bank supports the economic empowerment of targeted groups.

Governance Standards.  Adherence to Standards: Union Access underscores Union Bank's commitment to strong governance practices by adhering to national and international accessibility standards and regulations. This ensures that the bank's services are accessible to all customers, including those with disabilities. By complying with regulatory requirements, Union Bank demonstrates its dedication to ethical business practices.  Reputation and Trust: By prioritizing accessibility and inclusion, Union Bank enhances its reputation as a responsible and ethical institution. This fosters trust among customers, investors, and the broader community. A strong reputation for inclusivity can attract a diverse customer base and strengthen stakeholder relationships.  Transparency and Accountability: The commitment to governance standards ensures transparency in the bank's operations. Ethical business practices are maintained, particularly in serving underrepresented and vulnerable groups, ensuring that the bank remains accountable to all its stakeholders. Transparency and accountability are critical components of effective governance and contribute to the bank's long-term success. Overall, the Union Access project exemplifies Union Bank of India's commitment to accessibility and inclusion. It not only enhances the banking experience for people with disabilities but also sets a benchmark for other banks to follow. Through its innovative approach and comprehensive initiatives, Union Access is driving meaningful social change.