From Practical Case Studies to Systemic Change: Oschadbank Brought Leaders Together for the Third Time at the “My Accessibility: Lessons Learnt” Forum

Accessibility in Ukraine continues to evolve from individual initiatives towards systemic solutions — within the state, in business, in communities and in everyday life. These practical changes, the experience of implementing them and the lessons learnt that help us move forward formed the focus of the third annual forum "My Accessibility: Lessons Learnt", organised by Oschadbank with the support of Visa as part of the "No Barriers" Initiative launched by the First Lady of Ukraine, Olena Zelenska.   The event brought together around 400 participants: representatives from government, business, local communities, the veterans’ community and the civil society sector. Participants discussed solutions that are already working, mistakes from which lessons should be learnt, and practices that need to be scaled up.

The first part of the event opened with keynote speeches by representatives of the government, the National Bank of Ukraine and the forum organisers.

‘Some might ask: what difference does it make whether we say “disabled person” or “person with a disability”? My answer is: it makes a significant difference — the person will finally come first. Both in our speech and in our actions. This applies not only to children at school. At every level —  in the state, in the community, in a company —  it is our language that shows who we put first. The person comes first. That is what dignity is all about. And our own dignity too,” said Olena Zelenska, First Lady of Ukraine, in a video address to the forum participants.

For the financial sector, this principle means, above all, genuine access to financial services for everyone.

“The main lesson we have learnt is that accessibility and an inclusive approach in our work cannot depend on individual initiatives or people. They become irreversible when embedded in the rules governing the financial system. That is precisely why we are working on Ukraine’s Financial Inclusion Development Strategy which aims to bring together the solutions we have developed into a coherent, long-term policy —  with clear objectives, measurable indicators, defined responsibilities and regular monitoring. Best practices should become standards, and standards should become part of the rules. This is how we are building a financial system where accessibility for everyone will not depend on the circumstances,” remarked Andrii Pyshnyy, the Governor of the National Bank of Ukraine.

At the same time, the accessibility of services depends not only on systemic rules, but also on how people interact with one another.

“When we know how to communicate without barriers, it is easier for us to build relationships with very different people —  without awkwardness, without the fear of saying the wrong thing or offending someone. This way of speaking allows for greater freedom in communication. We do not look away when we do not know what to say, and we do not avoid contact for fear of making a mistake. We know when it is appropriate to talk about disability, age, health conditions or other life circumstances, how to respond to unfamiliar situations, and how to remain attentive to the person we are speaking to. Training in inclusive language helps us feel more confident when communicating, understand one another better and build professional and personal relationships in which differences do not create a barrier,” noted Tetiana Lomakina, the President of Ukraine’s Special Adviser on Inclusivity, in her speech.

Government officials also joined in the discussion on the practical aspects of accessibility. Panel participants emphasized the need for a comprehensive approach that would transform not only the physical environment but also social norms. This discussion was joined by Olena Kovalska, Deputy Head of the Office of the President of Ukraine, Nataliia Kozlovska, Deputy Minister for Communities, Territories, and Internally Displaced Persons of Ukraine, Inna Solodka, Deputy Minister of Social Policy, Family, and Unity and Viktoriia Ryasna, Deputy Minister of Youth and Sports for European Integration.

The panellists placed particular emphasis on the fact that accessibility should be determined not by the formal presence of individual elements, but by a person’s actual ability to use the service.

“As we see it, if a person cannot use a service, then that service does not exist. A service cannot exist for its own sake if it is inaccessible. We often see that, on paper, a ramp exists, but it is impossible to use it. That is why we need to change our approach not only to creating the environment, but also to training the specialists who design and shape it,” remarked Nataliia Kozlovska, Deputy Minister for Communities, Territories and Internally Displaced Persons of Ukraine.

This approach to accessibility is also shared by business representatives for whom accessibility is becoming an integral part of the products, services and the digital economy development.

“In Visa’s philosophy, accessibility is more than just access to financial services. It is the foundation of sustainable social development. We strive to ensure that every person, regardless of their age, health, life circumstances or place of residence, can participate in the digital economy and the labour market through convenient electronic payments and fully realise their potential. That is why we consistently support partnerships that help embed the principles of accessibility in Ukraine. One such partner is Oschadbank, with whom we share inclusive values and a long-standing collaboration. For the third year running our joint forum has reaffirmed its status as a key platform for exchanging experiences on building an accessible environment and translating established principles into real change,” said Tetiana Chorna, Vice-President and Regional Manager for Visa in Ukraine.

Oschadbank puts this approach into practice. Accessibility is part of the bank’s strategy and long-standing work which began over 12 years ago with the introduction of inclusive branches and was subsequently expanded as part of the comprehensive “My Accessibility” programme.

“Accessibility does not begin with a ramp or an adapted service. It begins with our attitude towards people — with how we address one another, the words we use, and whether we see the person first and foremost, rather than their disability, age or other characteristics. But this attitude must be underpinned by concrete decisions. Today, over 750 Oschadbank branches meet accessibility standards, with 44 inclusive branches of our own design, 15 mobile units and over 650 ATMs adapted for people with visual impairments. Behind these figures lies the practical experience we have built up over the years and which we are sharing today with forum participants,” emphasised Anton Tiutiun, Deputy Chairman of the Management Board of Oschadbank.

At the same time, accessibility is not just about access to services and the environment, but also about the opportunity to be heard and fully included in public life.

A particularly moving moment of the forum was the presentation of a sketch from a performance by the Veterans’ Theatre. The theatre’s director and military veteran, Oleksandr Liutyi, expressed his gratitude for the support of veterans’ arts: “Art has a special ability to speak of resilience and human dignity through the language of the heart. We thank Oschadbank for their trust and for creating this space. It is important for veterans to be heard, and it is events like these that give us the inspiration to live, create and overcome any indifference.”

The third forum “My Accessibility: Lessons Learnt” continued the discussion initiated by Oschadbank on the transition from individual accessibility solutions to systemic change. Its key lesson is that accessibility works when it becomes part of everyday decisions, services and interactions with people.

The forum organisers would like to thank every speaker, moderator and participant for their professional expertise, openness and contribution to building an accessible Ukraine.