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Raiffeisen Bank International | Sustainability Report 2018
Management Overview Foreword
of sustainability
Responsible
banker
Fair partner –
Human Resources
Fair partner –
Inhouse ecology
Engaged
citizen
GRI index and
Assurance report
Network banks
One of the most important requirements is barrier-free physical access to branches and ATMs. This also includes
ensuring that ATMs are fitted with corresponding keyboards and headphone jacks for people with visual
impairments. A web presence including digital product information with the option of switching to high-contrast
colors represents a further significant improvement for many visually impaired people. The compatibility of
digital publications with screen readers is also becoming increasingly important. The option of arranging for a
sign language interpreter to attend consultations on financial services can make things considerably easier for
people with hearing impairments. Language barriers for immigrants can also be overcome by using technology
with language selection, at least at ATMs.
One best practice example is the “Silent Connection” application, which allows deaf or hearing-impaired
customers in the Czech Republic to contact Raiffeisenbank a.s. It makes use of sign language interpreters or
real-time transcription of the spoken word. This silent collaboration makes it easier for the hearing-impaired
to obtain access to an account and other financial products and services. This service is also offered for web
calls at Raiffeisen BANK d.d. Bosna i Hercegovina, for example. For visually impaired customers, on the other
hand, special CDs with information on the bank’s products are produced.
Some banks have now established rules for assisting people with disabilities. At Raiffeisen BANK d.d. Bosna i
Hercegovina, for example, witnesses can also be requested for greater transaction security depending on the
severity of the customer’s disability. At Priorbank JSC in Belarus, standards for assisting people with disabilities
have been developed as part of the “establishing and implementing service quality standards” project.