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Oz officials address access issue

The Australian banking sector has launched a set of industry standards aimed at improving accessibility of electronic banking facilities for elderly customers and those with disabilities.

May 14, 2002

The Australian banking sector has launched a set of industry standards aimed at improving accessibility of electronic banking facilities for elderly customers and those with disabilities.

The Industry Standards, covering ATMs, EFT/POS, telephone banking and Internet banking, were developed by the Australian Banking Association (ABA) in conjunction with the Human Rights and Equal Opportunities Commission (HREOC), and representatives from the disabled and older Australian communities. The Canadian Standards Association, Standards Australia and the United States Access Board also provided assistance.

David Murray, ABA chairman and Commonwealth Bank of Australia's managing director, said the standards are believed to be the world's first plan of action by an industry group for addressing accessible electronic banking.

Murray said overseas bodies were already recognizing the standards -- in particular by the UK Center for Accessible Environments, which launched the following day an ATM standard consistent with Australia's document.

A HREOC report, which identified a danger that people with disabilities and older Australians were being left on the wrong side of the digital divide, sparked the standards' initial development in 1999. The ABA lodged its Disability Action Plan with the commission in May 2001.

HREOC's disability discrimination commissioner, Sev Ozdowski, commended the ABA's speed to deliver the standards within a year - including a three-month community consultation period.

Ozdowski said the standards reflect the world's current best practices, and their full implementation across the Australian finance sector would mean Australia was positioned to be a leader in the area of accessible ATMs and electronic banking.

"The issue that makes it most exciting for Australia is that this is an industry-wide initiative. There have been lots of initiatives in other countries but they've tended to be one bank here, one financial institute there," Ozdowski said.

"This is about the industry as a broad body, and that's what we think will set Australia in a position of potentially being a world leader."

Standard Bearers

The standards contain detailed descriptions on design and operation of ATMs to ensure the machines are more accessible. They specify guidelines for installers and strategies that can be employed to meet users' requirements.

Many of the standards relate to an ATM's physical features. For example, recommendations are given on ways for those with sight impairment to locate an ATM, including tactile, audio and large print signage, tactile ground surface indicators and provision of accessible information about locations of modified ATMs.

Other areas addressed include lighting, ATM display lighting, the incorporation of grab bars and consistency in layout and operation such as keypad design and PIN entry procedure. Details on scripting principles for audio output, such as the benefits of short sentences and the most effective level of pitch, are also included.

The recommendations extend to back-end processes and software modifications that would be necessary to provide specific levels of functionality.

Manufacturers' backing

Murray said the standards would be raised in discussions with ATM suppliers. Diebold and NCR, which have helped several Australian banks roll out pilots of talking ATMs and other facilities, have already initiated this.

Diebold Australia's sales and marketing manager, Justine Harris, said the ATM supplier has been working with its customer base, including the National Australia Bank and St George Bank, to provide accessibility information and equipment in the lead-up to the standards' release.

Harris said audio-enabled features, screen adjustment -- in which font size and color can be adjusted for visual accessibility -- and the ability to alter an ATM's height for wheelchair access are features most in demand by customers.

Harris said a large chunk of Diebold's research and development expenditure -- 3.5 percent of its $1.8 billion in net sales for 2001 -- has been directed to improving ATM accessibility.

Harris said the standards would drive greater production of accessible features because it has increased the industry's awareness of community needs.

"Obviously with the awareness that has been heightened, we will be supporting them [banks] to deliver what is required," Harris said. "The standards are about providing more people in the community with accessibility. What Diebold is about is enabling financial institutions to provide better customer service to a greater and broader community."

St George Bank has recently adopted the accessibility guidelines. Adam Cooke, the bank's general manager of corporate relations, said it had added 100 new machines to its network and 250 existing machines had been upgraded with bold signage and easier accessible features for physically disabled customers.

Cooke said the distinctive design would ensure increased visibility and awareness in a competitive marketplace. The new-look signage will be progressively installed at more than 900 of St George's existing sites nationally, he said.

The new ATMs have easier-to-read screens and provide more privacy for customers. New hardware is also being installed for the future provision of an audio service. Access has been made easier by the removal of trays and other obstacles, which prevented close proximity by those in wheelchairs. A handrail and a courtesy shelf have also been incorporated in the new design.

"It will improve the level of service to a broader range of customers - those that have disabilities and find it difficult to use these things," Cooke said. "We want to attract more people to our ATMs, hence the very bold new signage, because it is a growth part of the business -- it generates a lot of income for St George."

Commonwealth Bank's David Murray said tests had commenced on its ATMs. A timeline was yet to be set and was dependent on test results. He said the design of the machine to incorporate the standards as well as the ATMs' physical locations were the two issues being addressed.

Acceptance in accessibility community

Blind Citizens Australia executive officer Maryanne Diamond said the standards were a coup for those with disabilities. Blind since birth, Diamond said for the first time she could independently access an ATM machine through the audio-enabled ATM trials.

"People who are blind have been forced to rely on over-the-counter banking services, or to reveal personal financial information, including their PINS, to third parties. This is clearly unsafe, but equally important, it is demeaning," Diamond said. "I'm quite capable of managing my finances effectively but until recently I haven't been able to use the technology that is available."

"As well as improving the lives of people with disabilities and older people, improved access to electronic services is also a winner for financial institutions. Ready independent access to services like ATMs makes banking faster, safer and more efficient."

Murray said while the standards were voluntary, individual banks could use them to assist in meeting requirements of the Disability Discrimination Act. However, it was up to each bank to assess its compliance with the act.

The standards would not influence the banks' decisions to close branches (a contentious issue for communities in rural and remote areas), Murray added. Rather, it adds to the totality of the infrastructure and service provided, at some small additional cost.

Phase two of the action plan is currently being developed. It will focus on promoting adoption of the standards across the financial sector, identifying possible access-related problems in emerging technologies and assisting ABA members in the development of their own access plans.

"The commitment from ABA to review their contents in one year's time will ensure that the standards will continue to reflect the best practice in years to come," Ozdowski said.

With 19 percent of Australians having some type of disability, according to the Australian Bureau of Statistics, the standards would favor the banks, Ozdowski said.

"It will cost a bit upfront [but] in the longer term it should make economic sense to the banking industry."

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