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  3. Basis and development of the social dimension

Basis and development of the social dimension

Bankinter's Sustainability Plan calls for the social dimension to be managed through its "A bank for everyone" project, with the aim of building a more integrative and inclusive bank in which nobody, regardless of his or her abilities, encounters any barriers in dealing with the Bank.
 
The Bank's commitment finds expression in the implementation of active policies, management systems and programmes focused on developing physical, technological and communications accessibility, as well as professional volunteer work and support for the third sector.
 
The Bank involves employees, customers and TSOs in jointly carrying out social and cultural projects, acting in various areas.
 
Policy on Human Rights

Bankinter's policy on human rights defines Bankinter's commitment to respecting, supporting and protecting human rights as part of its business activity and relations with its stakeholders in the environment in which it operates.

 

"A bank for everyone" project
Bankinter sees people with disabilities as a priority group for developing this project. Its objective is to make all its channels as accessible as possible, removing physical, technological and knowledge-related barriers and incorporating disability into the Bank's value chain.
 
The Bank is also aware of trends in society such as the gradual ageing of the population, related to increased life expectancy and low birth rates in Spain. This translates into a greater degree of dependency in the population, and therefore greater demand for accessibility.
 
The five principles of its Accessibility Policy are:
 
  1. Compliance with the DALCO (ambulation, apprehension, location and communication) requirements in buildings and other best practice measures to which the entity subscribes and which are applicable to improving universal accessibility.

  2. Implementing the necessary processes to achieve continuous improvement of the Accessibility Management System and thus improve the environment and the facilities offered by Bankinter to its stakeholder groups, regardless of whether they have any physical, sensory or intellectual disabilities.

  3. Promoting responsible conduct in the field of universal accessibility and involving all stakeholder groups, informing them through the Annual Report and the Bankinter website of the development and results of the Universal Accessibility Policy.

  4. Training and raising awareness among employees in contact with customers and visitors in matters relating to attending to persons with disabilities and the use and appropriate upkeep of the facilities and other matters of interest.

  5. Supporting the development of projects for conserving and improving the Bank?s buildings, products and services from a universal accessibility point of view.
 
The Sustainability Committee is responsible for monitoring and driving the actions launched under this Policy.


eje social
 
Physical accessibility
In order to respond to this growing need, the Bank has implemented a Universal Accessibility Management System (UAMS) with the clear commitment to making available to everyone having dealings with the Bank, regardless of abilities, facilities and measures that provide an environment in which Bankinter's services are accessible to all. This system has been certified under the Spanish AENOR UNE 70001 Universal Physical Accessibility standard.
Sello Aenor
 
Bankinter also offers several accessible services, such as the card with contact details in Braille for operating by telephone and the monthly statement in large print and audio formats.
 
Of the Bank's branches, 99.5% are accessible to people with impaired mobility, and technical devices are being installed to facilitate listening and reading, such as magnetic loops for users of hearing aids and magnifying glasses for long-sighted people.
 
The premises area's works manual includes accessibility criteria to which any new building or renovation carried out in the branch network must conform.
 
Technological accessibility
By developing the remote channels and implementing the best technology, the Bank aims to provide a service accessible to all customers everywhere.
 
ICT is a key factor in promoting integration, since it enables many activities to be carried out with minimal interaction with the physical environment, opening up great possibilities for normalisation of daily life and access to the world of finance. The Bank promotes e-accessibility, which it sees as a way of breaking down barriers, in both hardware and software, which prevent a large group of people with physical, intellectual or sensory disabilities, as well as elderly people, from accessing the technology.
 
Bankinter has an "Operational Plan for ICT Accessibility", the purpose of which is to create and consolidate a working methodology to ensure that accessibility is integrated into the bank?s various processes and thus, in accordance with corporate principles and values, to promote relations between people with disabilities and the Bank as regards access channels and the design of products and services.
 
The Bank has a system for visually impaired people to operate using a sum of coordinates via the keyboard with fully guaranteed security.
 
As for people with hearing difficulties, Bankinter?s website contains an explanatory video in sign language with information on content, portal functionalities and how to use the various channels. The Bank also has a video call service in sign language provided by bank professionals who are also sign language experts, enabling customers to carry out transactions and receive advice on products and services. This is the first service of its kind in the world.
 
We have also developed an accessible video player enabling all users to make use of the video players on the websites.
 
The Bank periodically renews the certifications for its financial portal Bankinter.com, which was the first to achieve a "Double A" (AA) rating for website accessibility and a "Triple A" (AAA) for certain information pages. We also renewed the "Eurocert" European accessibility certification.
 
Training programme for financial integration
As part of its "A bank with no small print" programme, Bankinter aims to facilitate access to common banking transactions for people who have previously had to rely on others in order to interact with banks because of their disability.
 
The aim is to facilitate access and make this routine part of their autonomous, independent day-to-day lives. This is the objective pursued both by the training course on basic banking concepts for persons with hearing difficulties and the four-module training programme on common banking concepts and operations for persons with intellectual disabilities.
 
The first course was delivered by the various regional federations of the CNSE (National Confederation for the Deaf) by Bankinter personnel expert in sign language, and the four training modules for people with intellectual disabilities were designed and delivered by volunteers from the Bank previously trained to ensure the proper adaptation and effectiveness of the programme contents.
 
The Bank has a two-pronged approach, since it considers that lack of knowledge on the part of Bank employees when satisfactorily dealing with persons with disabilities can also lead to barriers, which must be removed in order to improve accessibility.
 
For this reason, Bankinter carries out several training programmes, both classroom-based and online, involving employees and customers, designed to bring about integrative and accessible two-directional relations.
 
In the Customer Service Protocol, the Bank has included all the indications necessary for providing optimal, quality service to this group. Employees have at their disposal a Manual for attending to persons with disability in banking services, prepared in collaboration with the ONCE Foundation.
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