SINGAPORE — Retired engineer Choo Boon Hock, 72, has an internet banking account, but the only time he used it left him utterly frustrated when he found himself “going in circles” with a chatbot.
He typically asks his son for help if he needs to transfer funds urgently, but if the transaction can wait, he would rather do it at the bank himself.
TODAY’s interviews with 10 seniors who had gone to various bank branches, mostly to withdraw and change money and update their passbooks, found that many feel like they have been left behind amid the big push towards digital banking, which has been accelerated by Covid-19. Macpherson Member of Parliament Tin Pei Ling told TODAY that in 2015, when three banks decided to close their physical branches in the constituency, it was challenging for the seniors to travel long distances to the next branches because of their age and other physical conditions.Since many customers have gone online, banks have seen footfall at their branches falling year after year and closed some of them.
On Friday , Minister for Communications and Information Josephine Teo told reporters that the Government is looking at ways to strengthen digital inclusion and is in the process of consulting stakeholders. “If we base our planning solely on statistics and cater only to the majority segments of our customers, then we will think of those that constitute the small percentage as 'negligible' statistics.”Banks told TODAY that given the rapidly ageing society in Singapore, many of their initiatives were introduced with seniors in mind.
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