A number of banks in Shanghai make moves to ease the queueing problem of the elderly
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Recently, the long queue of elderly people at the gate of Bank of Shanghai has attracted attention.
The reporter investigated and learned that at present, the peak demand has passed, and the outlets have basically returned to normal.
In response to the previous queuing problem, banks in Shanghai have taken humane measures such as opening cash counter windows to meet the financial needs of the elderly.
Age-appropriate renovations such as dedicated lines for the elderly and linked counters also help the elderly experience the convenience brought by smart services.
"The door opens at 9:00 in the morning, and there are people waiting in line at 7:30." "This old master has been here 3 times, and it has not been done yet." Plus'"... After Shanghai resumed normal work and life rhythm, various demands accumulated in the past few months were released in a concentrated manner, and the long queues of elderly people at the gates of various bank branches quickly attracted social attention.
Is the queuing still going on?
How are banks responding to the needs of older adults?
How is the age-appropriate transformation progressing?
Recently, the reporter visited several bank outlets in Shanghai with the above questions.
The peak demand has passed, and the outlets have basically returned to normal
On June 22, close to business hours, the reporter came to the Bank of Shanghai branch at No. 699 Zhangyang Road, Pudong. Two staff members in protective clothing and security guards were maintaining order on the platform at the entrance, guiding customers to scan the code, measure their temperature, and enter. A pre-defined queue line.
During peak hours before and after opening, there were only 8 customers waiting in line, and several elderly people waited on chairs at the front of the line.
The Agricultural Bank of China near the subway entrance of Century Avenue was also an outlet with a large business volume in the past.
When reporters went there that morning, they found that there were only a few people in line and no elderly people.
Several customers in the queue said that they only went to the outlet because they had to handle some projects that required personal presence. "It is estimated that the first round of calling at the counter can be done well."
The queuing situation in Pudong has been resolved a lot, and what is the situation with the concentration of the old city in Puxi?
The reporter then came to an Industrial and Commercial Bank of China on the extension of the pedestrian street of East Nanjing Road. There are no queuing customers at the door during business hours, and the business can be processed by scanning the code and measuring the temperature.
What is the reason for the long queues of elderly people at the door of bank branches in early June?
According to the analysis of the staff of Shanghai Bank, one of Shanghai's largest pension issuing banks, it includes both the centralized release of demand accumulated in the past few months, and the bank's last resort to place waiting customers outdoors due to epidemic prevention requirements. At the same time, because of the opening of the outlets in the early stage of the resumption of work, the elderly concentrated on going to some of the pre-opened outlets to receive pensions, which further led to the emergence of crowding.
Humane measures to meet financial needs of the elderly
The situation of the elderly queuing at the outlets quickly attracted the attention of the relevant departments.
On June 17, the Office of the Shanghai Banking and Insurance Regulatory Bureau issued a document requesting all banks to improve the financial service efficiency of business outlets and staff, and fully meet the financial service needs of customers.
The next day, the Shanghai Headquarters of the People's Bank of China issued the "Notice on Further Doing a Good Job in Cash Services", urging the city to strengthen the management of business outlets, maintain the on-site order of outlets, take multiple measures, and establish a long-term guarantee mechanism for pension payment. All banks have improved the level of cash service work to effectively meet the cash service needs of the public, especially the elderly.
The reporter learned that before and after the issuance of the above two notices, banks in Shanghai have taken humane measures to meet the financial needs of the elderly.
For outlets with many elderly customers and high demand for cash deposits and withdrawals, such as Jinqiaowan Sub-branch, Beicai Sub-branch, and Kangqiao Sub-branch in Pudong New Area, Bank of Communications Shanghai Branch has added cash counter windows to facilitate access by the elderly Serve.
In response to the business needs of elderly customers to collect pensions in a centralized manner, the bank not only exempts handling fees in both directions, but also actively allocates resources to ensure that its business outlets are “open as they should” on weekends.
Agricultural Bank of China Shanghai Branch, according to the preference of elderly customers who like to get up early to go to the outlets to handle business, since June 20, the sub-branches under the branch will select 1 or 2 outlets according to the surrounding residents, and open 30 to 60 minutes in advance. Specializing in financial services for seniors.
Taking into account the physical characteristics of elderly customers, some branches of Bank of Shanghai have provided a relatively comfortable waiting environment for elderly customers by placing love chairs and distributing small fans, drinking water and heatstroke prevention and cooling supplies.
Age-appropriate transformation helps the elderly experience intelligent services
Months of home-based anti-epidemic measures and subsequent normalization measures have made more seniors in Shanghai understand the benefits of "cloud-based" financial services.
Many elderly people began to try to open the software and make phone calls, and the details of aging have gradually relaxed their original nervous mood.
Auntie Sun, who lives in Baoshan District, Shanghai, quickly checked the balance of her pension account through the Bank of Shanghai's 95594 customer service hotline "96 Respect for the Elderly" during the anti-epidemic period at home.
"I don't know how to use my mobile phone or computer. The children live in other communities. The Bank of Shanghai's one-to-one service line for the elderly is very convenient." She found the pension paid on time, and she felt very at ease.
During the epidemic, in order to better serve the elderly customers, Bank of Shanghai specially launched the "96 dedicated line for the elderly" and adjusted it to the first sentence broadcast. The elderly customers can press the button to directly connect to the manual service, which greatly facilitates the elderly group.
In order to make mobile banking more "safe, simple and easy to use", Bank of Shanghai has upgraded the mobile banking of the "Better Life Edition" exclusive to elderly customers in consideration of the needs of elderly customers, adding "face-scanning login", "fingerprint recognition" and "voiceprint". Identification” and other biometric technologies.
For elderly customers who are willing to use it, each branch is equipped with hall service personnel, linkage counters and other positions to help the elderly who encounter difficulties in using smart devices in time, and assist the elderly to complete self-help under the premise of protecting customer privacy information and business compliance. Such transactions help elderly customers experience the convenience brought by intelligent services.
The aging-friendly transformation in the outlets is also being carried out simultaneously.
Bank of Shanghai has specially built 50 special financial sub-branches for the elderly. According to the needs of the elderly, it installs soft-surface seats, lays anti-skid pads, equips medical boxes, and provides wheelchairs for the elderly with limited mobility.
New equipment such as passbook teller machines and ITM machines (Intelligent Teller Machines) have also been put into use.
Originally, it took 5 to 8 minutes for a single deposit transaction, but now it can be completed in less than 2 minutes, making it more convenient for elderly customers to handle certificates of deposit.
Pei Longxiang