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      Banking Report范文:Delivering Banking Facilities for the Disabled

      論文價格: 免費 時間:2022-10-24 19:15:50 來源:www.ourpropertyvalue.com 作者:留學作業網

      Banking Report范文-為殘疾人提供銀行服務。本文是一篇留學生Report寫作范文,主要內容是針對2014年6月毛里求斯銀行發起了“為你的未來銀行”倡議,以促進公平和包容的銀行業,以調查改善銀行業的100種可能方式?;谏鲜鲰椖?,本報告旨在分析殘疾人士的性質、動態和經濟排斥程度,并探討在這一往往被邊緣化的人群中獲得銀行貸款的重要性。因此,本篇Report進一步探討了毛里求斯銀行于2014年6月成立的工作隊所確定的八大支柱中的支柱1、5和6,其中分別包括:人人都能獲得銀行服務、公平對待客戶和保護客戶。簡而言之,本報告探討了如何發展和/或改進銀行設施的交付和運營,以滿足身體或學習障礙者的持續需求,從而促進他們融入銀行部門。下面就一起看一下這篇report范文。

      Report格式范文

      The Bank of Mauritius’ initiative ‘Banking Your Future’ to promote a fair and inclusive banking sector has been launched in June 2014 to investigate the 100 possible ways in which the banking sector could be improved. Based on the above project, this report aims at analyzing the nature, dynamics and degree of financial exclusion of people bearing a disability and examines the significance of access to banking facilities within this group of people that is more often than not marginalized. Thus, this study further explores Pillars 1, 5 and 6 of the eight pillars set out in the Task force produced by the Bank of Mauritius in June 2014. These include, accessibility of banking to all, fair treatment of customers and customer protection respectively. In simpler terms, this report explores how the delivery and operation of banking facilities could be developed and/or improved to attend to the constant needs of people with a physical or learning disability with the view to promote their financial inclusion in the banking sector.

      Introduction 引言
      Banking is a fundamental part of the fabric of routine life for most people, nevertheless certain people in Mauritius are deprived the access to a bank account and to fair banking services due to the difference they present. Indeed, 4.8%[1] of the Mauritian population has been recorded as having a disability in 2011. With an ageing population, the statistics look set to grow further. This group of people therefore embodies a substantial segment of any bank’s consumer base and it is in the interest of these institutions to satisfy the needs of their clients.
      People with a disability require access to banks and their services in order to become autonomous by managing their finances as well as to keep track of their regular benefit remittances. For many of them, finance issues are a substantial source of worry and stress at the time when they should be concentrating on their health rather than their financial stability.
      銀行業是大多數人日常生活結構的基本組成部分,然而,毛里求斯的某些人由于存在差異而被剝奪了獲得銀行賬戶和公平銀行服務的權利。事實上,2011年毛里求斯人口中有4.8%[1]被記錄為殘疾。隨著人口老齡化,統計數據似乎會進一步增長。因此,這一群體在任何銀行的消費者基礎中占據了相當大的一部分,滿足客戶的需求符合這些機構的利益。             
      殘疾人需要獲得銀行及其服務,以便通過管理自己的財務以及跟蹤他們的定期福利匯款實現自主。對他們中的許多人來說,當他們應該關注自己的健康而不是金融穩定時,金融問題是一個很大的擔憂和壓力來源。
      Sadly though, some providers are not very effective when dealing with people having health difficulties.
      然而,不幸的是,一些提供者在處理有健康問題的人時并不是很有效。
      To this issue, this research aims at promoting the financial inclusion of the disabled population by identifying how banking institutions could improve their services to alleviate the problems faced by this minority population that is too often left behind. Supporting disabled people is not just about doing the right thing for consumers facing hardships but can be beneficial for banking businesses as well. Not only will such an initiative reduce debt, improve staff contentment and breed customer loyalty but will also guarantee regulatory compliance. It is to be highlighted that banks are in a good posture to help make a change since they have the tools to provide support to these people.
      針對這一問題,本研究旨在通過確定銀行機構如何改善其服務,以緩解這一經常被落在后面的少數群體所面臨的問題,從而促進殘疾人的金融包容性。支持殘疾人不僅意味著為面臨困難的消費者做正確的事情,而且對銀行業也有好處。這一舉措不僅將減少債務,提高員工滿意度,培養客戶忠誠度,而且還將保證法規遵從性。需要強調的是,銀行正處于一個良好的狀態,可以幫助做出改變,因為它們擁有向這些人提供支持的工具。
      Therefore, throughout this report some measures that could be implemented by banks to help and support disabled people pertaining to their personal finances will be discussed with a view to stimulate accessibility of banking to all, fair treatment of customers and customer protection.
      因此,在本報告中,將討論銀行可以采取的一些措施,以幫助和支持殘疾人的個人財務,以促進所有人都能獲得銀行服務,公平對待客戶和保護客戶。     
      Recommendations  建議
      The recommendations throughout this report will be subdivided into distinct sections relating to a specific health impairment namely sight, hearing and physical limitations.
      本報告中的建議將細分為與特定健康障礙相關的不同章節,即視力、聽力和身體限制。
      A. Sight Impaired 實力受損
      The Population Census conducted in 2011 showed that approximately 14000 people had a sight problem even when wearing glasses. This situation undeniably has a severe impact on their everyday lives and with years going by like in the blink of an eye this number is certainly on the rise.
      2011年進行的人口普查顯示,大約14000人即使戴眼鏡也有視力問題。不可否認,這種情況對他們的日常生活產生了嚴重影響,隨著時間的流逝,這個數字肯定在上升。
      Indeed banks are not oblivious to such an issue for they have invested in talking ATMs, whereby what appears on the screen is read aloud by the machine to facilitate the daily transactions of people suffering from sight impairment. However, not all banks in Mauritius have taken such an initiative thereby penalizing their clients. Thus, these speech enabled ATMs ought to become more pervasive throughout the island while providers not extending such a service to their clients need to consider this enhancement that could make easier the lives of people having sight problems. JAWS[2] and earphones could be introduced in Mauritius so that blind and low-vision users can conduct ATM transactions in such a way that they have a feeling of privacy and security during the process.
      事實上,銀行并沒有忘記這一問題,因為他們投資了有聲自動柜員機,通過自動取款機,屏幕上顯示的內容被機器大聲讀出,以方便視力受損者的日常交易。然而,并非毛里求斯的所有銀行都采取了這樣的舉措,從而懲罰其客戶。因此,這些語音自動柜員機應該在整個島嶼上更加普及,而不向客戶提供這種服務的提供商需要考慮這種增強功能,這可能會讓視力有問題的人的生活更輕松??梢栽诿锴笏挂隞AWS[2]和耳機,這樣盲人和低視力用戶可以在ATM交易過程中感受到隱私和安全感。
      It is to be noted that navigating around an ATM pad is facilitated by the fact that the number 5 has an elevated dot so that the central number on the number pad can be located by touching it. This is the case with most if not all ATMs found in Mauritius. Moreover, some ATMs also have other tactile support for instance an elevated circle that indicates ‘OK’ thereby confirming the transaction while an elevated cross denotes abortion of the transaction. However, certain ATMs lack these latter facilities as the ‘OK’ and ‘Cancel’ buttons both have a slit rectangle on the pad making the difference between both imperceptible.
      需要注意的是,數字5有一個升高的點,因此可以通過觸摸數字鍵盤上的中心號碼來定位。在毛里求斯發現的大多數(如果不是全部)自動取款機都是這樣。此外,一些自動取款機還具有其他觸覺支持,例如,升高的圓圈表示“OK”,從而確認交易,而升高的十字表示交易終止。然而,某些自動取款機缺少后一種功能,因為“OK”和“Cancel”按鈕在鍵盤上都有一個狹縫矩形,使得兩者之間的差異難以察覺。
      Moreover, it should be highlighted that people having sight problems, especially those affected with blindness, may not even be able to get to a branch on their own. To such an issue, banks could send booklets, bank statements and pamphlets, whenever these are required by the client, in larger text prints for those whose eyesight is damaged, Braille for those who can read Braille – as it should be noted that not everyone can read Braille, particularly if sight problems have developed in a late stage of life- , or simply as an audio CD so that those concerned do not have to provide additional effort on their own.
      此外,應該強調的是,有視力問題的人,尤其是那些失明的人,可能甚至無法獨自前往分支機構。針對這一問題,銀行可以在客戶要求時,向視力受損的人發送小冊子、銀行對賬單和小冊子,這些小冊子、對賬單和宣傳冊的印刷體要大一些,盲文要給會讀盲文的人-應該注意的是,并不是每個人都能讀盲文,特別是在視力出現問題的晚期-,或者簡單地作為音頻CD,使得相關人員不必自己提供額外的努力。
      Visually disabled users also encounter barriers such as access to internet banking transactions. It will certainly sound pretentious and expensive to include to these recommendations facilities like computer voice recognition softwares to facilitate the use of online banking services by people having sight impairment. Such an initiative may lead to a tradeoff between easing the use of online banking and the bank’s security system. However, what is more accessible to banks is changing the formatting of their websites by altering the display in such a way that the websites are more easily read. This could be in the form of text size where propositions at the top of the page could include normal, large and extra-large which could spearhead into a change in the text size throughout the website.
      視覺障礙用戶也會遇到障礙,例如訪問網上銀行交易。在這些建議中加入計算機語音識別軟件等便利視力障礙者使用網上銀行服務的設施,聽起來當然是自命不凡,而且費用高昂。這樣的舉措可能會導致在放松網上銀行的使用和銀行的安全系統之間進行權衡。然而,銀行更容易訪問的是通過改變顯示方式來改變網站的格式,使網站更容易閱讀。這可以是文本大小的形式,頁面頂部的命題可以包括普通、大型和特大型,這可能導致整個網站的文本大小發生變化。
      Visually impaired people require patient human contact and continuous customer care. Implementing the above recommendations will not only promote the financial inclusion of people suffering from sight impairment but will also provide a competitive edge to the banks providing such facilities.
      視力受損的人需要患者與人接觸和持續的客戶關懷。實施上述建議不僅將促進視力受損者的金融包容性,還將為提供此類貸款的銀行提供競爭優勢。
      B. Hearing loss 聽力障礙
      According to the population census of 2011, there are more than 4000Mauritians with some form of hearing problem. Banks are considered as service providers, according to The Equal Opportunities Act 2008, and are consequently required to take actions to make sure that their services are as accessible and fair as possible to customers suffering from hearing loss so that the latters are not given a less favourable treatment as compared to non-disabled customers.
      根據2011年人口普查,有4000多名毛里求斯人患有某種形式的聽力問題。根據2008年《平等機會法》,銀行被視為服務提供者,因此需要采取行動,確保其服務盡可能方便和公平地為聽力受損的客戶提供,從而使后者不會受到比非殘疾客戶更低的待遇。
      Deaf customers report that banks tend to discriminate them against other customers, consequently making them feel aggrieved and embarrassed by banks’ indifference to their hearing limitations. The plight of deaf bank customers include banks’ over-reliance on telephone use for security issues, unfair treatment, the absence of hearing aid systems and poorly trained, dismissive and discourteous staff. Also, deaf customers protest that their communications frequently go unanswered and that they are requested to call in to discuss their issues. Recommending a relative or friend to address the bank on their behalf is not always the best solution due to confidentiality matters and this will not promote the financial inclusion of deaf customers but will make them over-dependent on third parties.
      聾人客戶報告說,銀行傾向于歧視他們和其他客戶,因此,銀行對他們的聽力限制漠不關心讓他們感到委屈和尷尬。失聰銀行客戶的困境包括銀行在安全問題上過度依賴電話、不公平待遇、缺乏助聽器系統以及訓練有素、不屑一顧和無禮的員工。此外,失聰的顧客抗議他們的溝通經常沒有得到回復,他們被要求打電話來討論他們的問題。由于保密問題,推薦親屬或朋友代表他們向銀行講話并不總是最好的解決方案,這不會促進聾啞客戶的財務包容,但會使他們過度依賴第三方。
      It is to be highlighted that measures taken by banks in Mauritius to satisfy the needs of people with hearing loss are apparently inexistent. To this issue, in order to increase the financial inclusion and promote the fair treatment and welfare of people with hearing loss, the following measures could be considered with the hope that these recommendations do not fall on deaf ears.
      需要強調的是,毛里求斯銀行為滿足失聰者的需要而采取的措施顯然不存在。對于這個問題,為了增加金融包容性,促進聽力損失者的公平待遇和福利,可以考慮采取以下措施,希望這些建議不會被忽視。
      The text relay service can be a crucial aid for people with hearing problems. It is a service whereby the customer can call any of the bank agents’ numbers using text relay and when the call is answered, an operator will join in and communicate the request of the customer- received in written-form – to the bank in oral form.
      文本轉播服務對于有聽力問題的人來說是一個至關重要的幫助。這是一項服務,客戶可以使用文本中繼撥打任何銀行代理人的號碼,當接聽電話時,操作員將加入并以口頭形式將客戶的請求(以書面形式收到)傳達給銀行。
      As wisely said by Israelmore Ayivor (Shaping the dream), “Don’t despise little things that contain tiny miracles. Enjoy little actions!” Similarly banks need not take noticeable actions to help their customers suffering from hear loss. Indeed, an efficient Note Writer at the counter could facilitate the communication with an individual that cannot communicate orally. This particular teller could jot down the transaction’s purpose, fees and issues on paper so that the customer understands what the transaction consists of and what is required from him.
      正如Israelmore Ayivor(塑造夢想)所說的那樣,“不要輕視包含微小奇跡的小事。享受小動作!”同樣,銀行也不需要采取明顯的行動來幫助聽力受損的客戶。事實上,柜臺上一個高效的便箋員可以幫助與無法口頭交流的人進行交流。這個特別的出納員可以在紙上記下交易的目的、費用和問題,以便客戶了解交易的組成和要求。
      Similarly, when dealing with people having hearing impairments simple actions that may seem futile could facilitate the transaction between both parties. Indeed, the bank staff should make sure they are in a well-lighted zone where the deaf customer can see their faces during communication. Looking directly and speaking directly to the disable person instead of his interpreter will make him feel valued during the transaction. Staff at the counter ought also to avoid putting their hands or any document in front of their face or mouth when speaking.
      同樣,當與聽力障礙者打交道時,看似徒勞的簡單行動可能會促進雙方之間的交易。事實上,銀行工作人員應該確保他們在一個光線充足的區域,在那里聾啞的顧客可以在交流中看到他們的臉。在交易過程中,直接看著殘疾人,直接與殘疾人交談,而不是與他的口譯員交談,會讓他覺得自己很有價值。柜臺工作人員在說話時也應避免將手或任何文件放在臉或嘴前。
      Moreover, counter staffs could be initiated to sign language. If at least two counter staff trained for sign language are present at counters, this will undoubtedly be an advantage for the client but this will also be a serious competitive gain to the bank itself. However, notice often need to be given if the service is needed.
      此外,柜臺工作人員可以開始手語。如果柜臺至少有兩名受過手語培訓的柜臺工作人員,這無疑對客戶來說是一個優勢,但對銀行本身來說也是一個巨大的競爭優勢。然而,如果需要服務,通常需要發出通知。
      In the same optic, since disabled people prefer transacting from home, an online service could be implemented whereby with a computer and a webcam, the disabled customer is able to speak to a bank staff that is trained for sign language and can thereby communicate a request or make a bank transaction.
      同樣,由于殘疾人更喜歡在家里進行交易,因此可以實施一項在線服務,通過計算機和網絡攝像頭,殘疾客戶可以與受過手語培訓的銀行工作人員交談,從而可以傳達請求或進行銀行交易。
      Pertaining to advertising campaigns made by banks, visual advertisements ought to be subtitled so that deaf people don’t feel excluded and can thus understand the advertisement with the same ease a non-disabled customer does.
      關于銀行開展的廣告活動,視覺廣告應該加上字幕,這樣聾人就不會感到被排斥,從而可以像非殘疾客戶一樣輕松地理解廣告。
      Hearing loss is an emergent problem so it is vital that banks take actions to ensure people having hearing disabilities can access their services without hindrance for if only a few thousand of the population suffering from hear loss took legal action against the pitiable treatment they receive, these financial institutions could end up paying substantial compensation to customers with hearing impairments.
      聽力障礙是一個緊急問題,因此銀行必須采取行動,確保聽力殘疾者能夠無障礙地獲得服務,因為如果只有幾千名聽力損失患者對他們所接受的可憐的治療采取了法律行動,這些金融機構最終可能會向聽力受損的客戶支付巨額賠償。
      C. Physical disabilities 身體殘疾
      There exist several types and degrees of physical disabilities. It is widely thought that people with physical disabilities require a wheelchair. However, this is not always the case since people suffering from arthritis, heart or lung conditions and those having undergone amputations also have difficulty with moving, sitting or standing. Indeed according to the population census conducted in 2011, a rough 42% of the disabled population are physically impaired and require assistance in their routine life.
      身體殘疾有幾種類型和程度。人們普遍認為身體殘疾的人需要輪椅。然而,這種情況并不總是如此,因為患有關節炎、心臟病或肺病的人以及截肢的人在移動、坐或站立方面也有困難。事實上,根據2011年進行的人口普查,大約有42%的殘疾人身體受損,在日常生活中需要幫助。
      Banks in Mauritius do cater for the needs of people with such difficulties. For instance, the large Mauritian banks design their branches in such a way that their services are more accessible to their customers having physical disabilities. Indeed, ramps have been included in their architectures to facilitate access to wheelchairs and some banks make it a must to provide level access to their clients while meeting spaces are large enough to accommodate wheelchairs. Sadly though this architecture is not found in smaller banks. Therefore, ramps should be available on bank premises where steps are the only means of access.
      毛里求斯的銀行確實滿足了有這種困難的人的需要。例如,毛里求斯的大型銀行設計其分行的方式,使殘疾客戶更容易獲得其服務。事實上,他們的建筑中包括了坡道,以方便使用輪椅。一些銀行規定,當會議空間足夠大以容納輪椅時,必須為客戶提供水平通道。遺憾的是,這種架構在小型銀行中并不存在。因此,在只有臺階才能進入的銀行場所,應提供坡道。
      However, there are still gaps that ought to be filled in order to promote the financial inclusion of having physical problems.
      然而,仍有一些差距需要填補,以促進身體問題的金融包容性。
      In a first instance, queuing aisles should be designed wide enough for wheelchairs for some of the aisles present in our banks are rather narrow. Moreover, banks should consider investing in providing comfort to people in physical discomfort. Wheelchair lifts could be installed where client service is not done on the ground floor while specific washrooms should be accessible to the public for some people may be physically unwell when attending a bank branch.
      首先,排隊過道應設計得足夠寬,以容納輪椅,因為我們銀行的一些過道相當窄。此外,銀行應考慮投資為身體不適的人提供舒適。在一樓不提供客戶服務的地方,可以安裝輪椅升降機,而特定的洗手間應該對公眾開放,因為一些人在去銀行分行時可能身體不適。
      It should be noted that certain people do not suffer from apparent physical disabilities but are naturally short in height without mentioning those born with dwarfism. For them and for the disabled population using wheelchairs, banks should consider low level teller counters in their branches as well as at least a low-level ATM machine that could be easily accessed by such people with measures that assure privacy and security during the transaction process.
      應該注意的是,某些人沒有明顯的身體殘疾,但天生身高矮小,而沒有提到那些天生患有侏儒癥的人。對于他們和使用輪椅的殘疾人而言,銀行應考慮在其分行設置低級柜員柜臺,以及至少設置一臺低級ATM機,讓這些人可以通過確保交易過程中隱私和安全的措施輕松訪問。
      Given that all these recommendations are taken into consideration in a near future, people with physical difficulties will certainly feel more included financially and will find banking services more accessible and fairer bearing in mind that customer protection ought to be one of the prime objectives of a bank.
      考慮到所有這些建議都將在不久的將來得到考慮,身體有困難的人肯定會感到經濟上更包容,并會發現銀行服務更容易獲得,更公平,因為客戶保護應該是銀行的首要目標之一。
      Conclusion 結論
      Barriers are hindrances that prevent people with disabilities from doing many of the routine activities, like daily banking transactions, that most of us tend to take for granted. A disability can occur to anyone at any time. In fact, as the Mauritian population greys, many of us could eventually face some kind of physical or mental limitation. This foresight report therefore, looks out to banking in the future years and defines the revolution that could ultimately lead to healthier banking practices.
      障礙是阻礙殘疾人進行日?;顒拥恼系K,比如日常銀行交易,我們大多數人都認為這是理所當然的。任何人在任何時候都可能發生殘疾。事實上,隨著毛里求斯人口的老齡化,我們中的許多人最終可能會面臨某種生理或心理上的限制。因此,這份前瞻性報告展望了未來幾年的銀行業,并定義了最終可能導致更健康的銀行業實踐的革命。
      To this issue banks are called to recognise the needs of disabled clients and use judicious endeavours to improve their access to banking services. This report thus sets out potential actions that banks could and should explore and adopt for a brighter future. These changes will certainly present increased facilities for the disable population while presenting opportunities for the Mauritian banks to develop competitive assets, but they will also present considerable challenges to these institutions.
      為此,要求銀行認識到殘疾客戶的需求,并采取明智的措施改善他們獲得銀行服務的機會。因此,本報告列出了銀行可以而且應該探索和采取的潛在行動,以實現更光明的未來。這些變化無疑將為殘疾人提供更多的便利,同時為毛里求斯銀行提供發展競爭性資產的機會,但也將給這些機構帶來相當大的挑戰。
      It will be essential for the Mauritian banks to make a collective step to forge new policy frameworks and develop actions so that people having some kind of disability can feel financially autonomous thereby rebalancing fairness among clients in banking activities. Not only will such measures promote Pillars 1, 5 and 6 of the eight pillars set out in the Task force including, accessibility of banking to all, fair treatment of customers and customer protection respectively but these will fundamentally help meeting essential human needs.
      As from tomorrow and ever after, open your eyes to the world surrounding you, hear the cry of those who need you and walk together towards something new, something true: Healthier Banking- the way towards increased financial inclusion.
      毛里求斯銀行必須采取集體步驟,制定新的政策框架并制定行動,使某種殘疾的人能夠在財務上自主,從而重新平衡銀行活動中客戶之間的公平。這些措施不僅將促進工作隊提出的八大支柱中的支柱1、5和6,包括人人可獲得銀行服務、公平對待客戶和保護客戶,而且將從根本上幫助滿足人類的基本需求。     從明天開始,從永遠開始,睜開你的眼睛,看看你周圍的世界,傾聽那些需要你的人的呼聲,一起邁向新的、真實的目標:更健康的銀行業——邁向金融包容性的道路。本站提供各國各專業report寫作指導服務,如有需要可咨詢本平臺。


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