A Study on Accessibility of Differently-abled Persons in Banking Services

Abstract

The study, concisely, deals with the challenges that the differently-abled persons (DAP) generally face to get access to banking services in Bangladesh. Being a financial intermediary, bank accepts deposits and grants loans by offering a list of services. Therefore, every person including DAP with certain criteria is supposed to have access to banking services. However, some related issues including existing banking policy, banking views towards them, mind-set and attitude of the bank staff etc. challenged such accessibility issue. According to a recently published newspaper report, a total 23,65,000 DAP were registered so far in Bangladesh under the government system (The Daily Prothom Alo; June11, 2022). Understandably, DAP have less contribution into financial development because of their limitation in capabilities. To enhance their financial capabilities, easy accessibility should have to be ensured to the regular banking services. This study adopted a mixed-method approach. First, on the quantitative part, a survey covered 400 bank employees by using a semi-structured questionnaire. Next the qualitative data were collected through conducting 10 KIIs with the bank executives, executives of government institutions and NGOs as well as; 4 FGDs with the DAP. Secondary documents have also been reviewed for triangulating the data and to find out the challenges that the DAP are facing with regard to get access to banking services. This study has also conducted a policy review to get the idea about disabledfriendly banking service policy.

Quantitative analysis was made using SPSS and Microsoft Excel considering descriptive analysis. Qualitative analysis was made by using content analysis. Experiences of the respondents were noted down, recorded, and categorized according to the similarities of the statements. The findings were drawn considering existing banking policy for DAP, comparison of the facilities provided by the banks to the DAP and to the persons without disabilities as customer. It has been clearly observed that the banking services have been designed grounded on the idea of “customer without disability”. Since the DAP required special attention and services based on their individual needs, they are generally left behind of the usual bank services. The infrastructure like help desk, forms and documents, entrance, washroom facilities etc. inside the bank are also not friendly to the DAP to get easy access to the bank services. Besides, mindset and attitude of a good number of bank employees were found not positive to the DAP. Although, there have no specified policy for them, there have some circular issued by the BRPD of BB for DAP to get services in the banks. In reality, however, a little execution was identified. Some recommendations, thus, were drawn to help the bank authority and regulatory authority to consider to improve the banking services for the DAP in line with National Constitution, Disability Rights and Protection Act 2013 and the agenda (Leave No One Behind) of SDGs 2030 on December 11,2016. The following recommendations were made:  Proper documentation process is needed to maintain to record the exact proportion of DAP.  Training should be provided to the bank employees so that they can communicate and serve DAP well.  User friendly forms and customized banking software are to be provided so that DAP can use those comfortably.  Establishing one-stop support desk, infrastructural adjustment, agent banking facilities and training facilities for DAP are also recommended.  A strong banking policy on flexible bank operation is recommended to formulate for DAP along with proper monitoring system.

The research would be useful and eye opening as its findings and recommendations could be used by the respective banks, regulatory authority and the government to ensure and facilitate banking services to all people including DAP of the country as part of „Participative Economic Development‟ through „upholding human rights‟.