Guidelines for Barrier-Free Operations Have Been Set: Oschadbank Became One of the Developers of the “Barrier-Free Financial Services” Guide

The National Bank of Ukraine, in collaboration with the banking sector’s leaders, presented the guide “Barrier-Free Financial Services: A Practical Guide”. The guide was created as part of Ukraine’s First Lady Olena Zelenska’s “No Barriers” initiative. The document was developed by a joint team of experts from Visa, Oschadbank, PrivatBank and PUMB coordinated by the NGO “Accessibility,” in close cooperation with the National Bank of Ukraine.

These guidelines are intended for financial institutions in Ukraine to serve as a framework of guidelines and recommendations for building a fully accessible and inclusive environment for all customers, with no exceptions.

“The accessibility of financial services means, first and foremost, respect for the individual, their dignity, and their right to live a full and independent life. Setting uniform guidelines and recommendations in the guide is an important step toward ensuring that every Ukrainian bank and other market participants become as open and accessible as possible to all customers without exception: veterans, people with disabilities, parents with children and older adults. The financial system must operate in such a way that no barrier stands in the way of accessing necessary services,” - noted Andrii Pyshnyy, Head of the National Bank of Ukraine.

The guide systematically outlines practical solutions for eliminating any barriers to accessing banking services. Its main goal is to help financial institutions implement accessibility standards in physical spaces, informational materials, digital services  and everyday communication. The document serves as a set of recommendations and aims to foster best practices for inclusivity in the market.

Barrier-free access, otherwise known as accessibility or inclusivity, serves as a community benefit. Our country is currently undergoing dramatic changes  and the system of interaction at all levels continues to evolve. We are observing this across the “state - citizen,” “community - resident,” “employer - employee,” and “service provider - client” relationships. For over 12 years, Oschadbank has been an active participant  and the driver of these changes.

“We were among the initiators of this guide's development because we are convinced that the grounds for a new paradigm and new approaches to work must be laid for the entire financial sector. Therefore, we are sharing our own practical experience and, alongside our partners, shaping a new environment where every customer feels cared for, respected and comfortable when interacting with the bank. We are proud that other colleagues have supported this initiative, and together we have produced an important document that sets new standards in the financial services sector,” - emphasized Anton Tiutiun, Deputy Chairman of the Management Board of Oschadbank.

Inclusivity in the financial sector and the practical implementation of the standards outlined in this guide are about both respecting the dignity of and ensuring equal opportunities for all citizens of Ukraine, as well as providing financial services with accuracy and flexibility, with maximum customization and adaptation to customers’ individual needs. Thus, everyone wins: customers, banks and the state.

The guide’s recommendations cover key areas of the banking network’s transformation, in particular:

• physical accessibility - the installation of convenient pedestrian paths and accessible parking spaces, barrier-free entrances (ramps with the proper slope, lifts, wide doors without high thresholds), the creation of accessible cash desks, two-level teller counters, special meeting rooms, safe children’s areas and inclusive restrooms;
• information accessibility - the use of high-contrast colour schemes, clear wayfinding signs (with text, icons and Braille), the provision of mnemonic diagrams for people with visual impairments, the installation of induction loops for people with hearing aids and the application of easy-to-read language principles in informational materials;
• digital accessibility - adapting websites and mobile applications in accordance with the international WCAG 2.1 standards, ensuring full compatibility with screen readers and adapting video content with subtitles and sign language interpretation;
• service quality - the introduction of standards for correct interaction and attentive, non-discriminatory communication.

Oschadbank has implemented a full list of accessibility improvements across its entire regional branch network being the largest in Ukraine. Currently, approximately 750 of the bank’s branches fully comply with public standards for physical accessibility. Furthermore, 44 inclusive branches have been created according to the bank’s own design featuring enhanced accessibility standards, and there are 14 Oschad's mobile branches   operating to provide financial services in frontline and hard-to-reach communities.