3.6 million individuals were, at the end of 2017, in a situation of financial fragility, according to the Banking Inclusion Observatory (OIB). In addition, the number of people without access to the financial system had been estimated in the OIB's 2016 report at around 500,000.
The law on the separation and regulation of banking activities of July 26, 2013 had introduced (Article 52) the notion of "population in a situation of financial fragility"by providing for them special protective rules such as access to a specific offer likely to limit certain incident fees.
New bank exclusion procedures
The 2017 report of the Observatoire de l'Inclusion Bancaire (OIB), led by the Banque de France, devotes a chapter to the new modalities of banking exclusion linked to the growing dematerialization of payment methods, the increase in the use of bank cards, the development of direct debits, as well as the steady decline in the use of checks.The OIB fears "an increased exclusion of certain vulnerable groups who would not be able to adapt to it: the most vulnerable groups, those with problems using the French language or written language, and the elderly".
The OIB identifies a series of actions that have been or could be put in place to support people in digital difficulties, such as providing people in social precariousness with a "minimum digital baggage
- equipment (phone, smartphone, computer) at a lower cost;
- an offer of prepaid refills for cell phones and internet at a fair price;
- advice in the choice of the telecommunications subscription;
- support in dealing with their customer service
Banque Postale: one out of two users who visit a branch is not digitally independent
According to a study conducted by WeTechCare for La Banque Postale in early 2017 at five post offices, only 50% of customers surveyed have mastered the digital skills necessary "to use La Banque Postale's online services independently."Among the remaining 50%, who did not use any of La Banque Postale's online services, the study distinguished three categories:
- people in a situation of digital exclusion(17%): without basic digital skills, they needed digital assistance todo things online.
- people with a high level of digital insecurity(9%): advanced training would enable them to move towards autonomy.
- people in a situation of low digital insecurity(24%): close to digital autonomy, they mainly needed reassurance and support.
A plan for digital banking inclusion
This action plan, announced by La Banque Postale, in 2017, is aimed at customers in situations of exclusion, low or high digital insecurity. It will be broken down into three flagship actions:- A physical or remote relational alternative for people excluded from the digital world, whenever possible. " The 100% human relationship is particularly essential in priority urban areas, where social and digital difficulties are combined. Customer managers assist customers with day-to-day banking transactions in support of account managers. 300 post offices located in ZUS (sensitive urban areas) and QPVs offer interpreters, mediators or associations to assist all customers in vulnerable administrative situations. At a distance, L'Appui's account managers, who already provide banking and budgetary advice to customers experiencing financial difficulties, will detect and direct customers in digital difficulty to specialized associations.
- Support for the digital transition of people in a precarious digital situation. In addition to assistance in using online services by telephone (help in upgrading browsers, help in using certain functions, etc.), La Banque Postale is launching a training program for customers in a state of high digital insecurity. After assessing the level of digital skills of customers, it will train them in essential online banking services and/or direct them to the nearest networks of digital helpers.
- Inclusive digital services for people with low digital skills. For customers with low digital insecurity and more broadly for all its customers, La Banque Postale will continue to develop transparent, simple and intuitive digital services to be even more inclusive.
A Hackathon to make the banking experience more accessible
This hackathon, organized by Banque Postale from January 25 to 27, 2018 aimed to design products or services, features, interfaces, "with a view to making the banking experience more accessible." More than 120 people took part in this event: 65 developers and functionalists, as well as experts from the company or its partners.Towards prepaid cards for the payment of aid to vulnerable groups
Several governments are using smart card-based systems to pay out aid to people who are far from the banking system or who have no credit: prepaid payment cards for food, pharmaceutical or energy aid (Italy, Barcelona), prepaid withdrawal cards for certain benefits (Department for Work and Pensions in the United Kingdom), withdrawal and payment cards (Swedish Migration Board in Sweden).Article 40 of the law on administrative simplification for businesses (2014) allows public administrations to diversify their means of payment and collection: " The State, its public establishments, national public interest groupings and independent public authorities may now pay aid to the population other than by bank transfer."
The Agence de services et de paiement (ASP), which is responsible for the administrative and financial management of many public aids, is exploring payment methods to ensure that beneficiaries have easier access to aid.
ASP used a cash withdrawal smart card in early 2016 for public assistance payments to asylum seekers. The pre-loaded, reloadable card allows the cardholder to withdraw cash, at any ATM in the country.
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