Digitalisation creates opportunities for progress, inclusion and accessibility, but it also comes at a cost in terms of the digital divide, especially among the elderly who lack the necessary digital skills or do not have adequate technological resources. In a context of increasing longevity -in Spain we exceed the European average, with a
life expectancy of 83.1 years- and omnipresent digitalisation, the risk of exclusion of the elderly from access to essential services has become a far-reaching challenge. They represent 20% of our population and we owe them a very significant part of the progress made in recent years.
Faced with this challenge, the financial and digital inclusion of this group has become a priority for the banking sector. This commitment materialised with the signing of the strategic protocol to reinforce the social and sustainable commitment of banking in 2021, with the creation of the financial inclusion observatory in 2002 and, in particular, with the implementation of the ten principles for personalised service for the elderly, measures aimed at improving face-to-face service to senior customers and facilitating their interaction with digital channels.
The financial sector's efforts are being rewarded and monitoring reports reflect significant progress. For example, 81% of branches now operate extended opening hours, benefiting more than 6.3 million customers. In addition, 91% of ATMs have been adapted to the usability requirements of elderly customers and almost 70,000 professionals have been trained to meet their needs. We must not overlook the efforts undertaken by banks to contribute to the digital empowerment of the elderly: in the past year, 245,000 people over the age of 65 attended financial, digital and cybersecurity education courses. These measures go hand in hand with a firm commitment towards ongoing dialogue with associations and representatives of the group in order to understand their concerns and respond effectively to their demands.
Feedback from the elderly in response to the steps taken has been positive. According to the recent survey conducted by the consultancy firm Inmark, senior customers are satisfied with customer service channels, most notably the role of the personal manager, followed by digital channels and the on-site branch. Celebrating the European Day of Solidarity and Intergenerational Cooperation illustrates that progressing as digitalised societies requires matching technological advances with the needs of different generations. Although banking has been the first sector to take a step forward in this direction, this is a national challenge that must be addressed with ambitious public policies, the collaboration of the private sector and the
complicity of civil society. This is the only way to build a solid foundation for inclusive and intergenerational digitalisation.
