Under the guidance of the Beijing Supervision Bureau of the State Financial Supervision Administration, the China Disabled Persons' Federation and the China Blind Association, the Beijing Banking Association issued the country's first industry service standard for visually impaired financial consumers on the 28th - "Beijing Banking Service Standard for Visually Impaired Consumers".
This service standard aims to guide Beijing's banking industry to provide "zero refusal, borderless" financial services for visually impaired consumers. The service standards cover bank branch services, mobile banking services and online banking services.
In terms of service standards for bank outlets: First, the bank has set up an exclusive "green channel" service for bank customer service to provide appointment services for visually impaired consumersThe second is to set up a barrier-free service specialist to realize one-to-one companionship service for visually impaired consumers in the storeThe third is to produce a braille business guide for visually impaired consumers to use in stores;Fourth, optimize the business handling and signing process, and visually impaired consumers can use fingerprints instead of signatures;Fifth, in response to the requirement of manual transcription of 44 words in the credit card application process, on the basis of meeting the "double recording" of audio-visual images and the compliance requirements of internal control of each unit, the confirmation is completed through the form of reading by bank staff and followed by visually impaired consumers.
In terms of mobile banking service standards, the first is to increase the banking system to detect and identify the user's mobile phone-related function settings, so as to enable the mobile banking auxiliary narration function;The second is to use a universal PINpad when triggering the PINpad, that is, non-dynamic password authenticationThe third is to add voice prompts in the face recognition link, and some function icons and special keys such as return keys and delete keys are synchronously added voice promptsFourth, the member unit compares the whitelist information of visually impaired customers through relevant channels, and when the transaction amount of mobile banking does not exceed 50,000 yuan, there is no need to verify the graphic verification code.
In terms of online banking service standards, visually impaired users can use blind screen reader software to complete personal online banking services through voice finger reading function, or they can complete relevant services on the page by using only keyboard operations.
It is understood that at present, nearly 1,000 bank outlets in Beijing have basically met the offline service standards for visually impaired consumers, accounting for nearly one-third of the total number of business outlets of Chinese-funded commercial banks in Beijing. After the service standards are issued, consumers can inquire about bank outlets that can provide special services for visually impaired consumers through the Beijing Banking Association and the China Association of the Blind ** or WeChat***.
The Beijing Banking Association said that the next step will be to guide Beijing banking financial institutions to speed up the adjustment of business operation processes, continuously optimize system function settings, strive to expand the number of business outlets that meet the standards, and further improve the friendliness and convenience of online channels of various banks to visually impaired consumers, and strive to achieve "3Before the 15th International Consumer Rights Day, a number of demonstration business outlets, demonstration mobile banking and online banking for visually impaired consumers were launched.
CCTV reporter Wang Lei Zhang Jun).
*: CCTV news client.