Pursuing equity

Why New Zealand’s future depends on closing the age gap for our digitally vulnerable.

Connectivity has never been more important, with the COVID-19 pandemic separating millions of Kiwis from their loved ones. But one group has struggled more than others to adapt and connect digitally.

Many seniors who haven’t had opportunities to become familiar with technology find using online services daunting, so risk being excluded.

Known as the “digital gap”, experts are concerned. Not only might some of our senior population miss out on everyday services, research shows social isolation can lead to loneliness, depression and low self-esteem.

Smarter-thinking companies like ASB offer a range of tools to help bridge the digital divide.

Avoiding digital isolation

ASB Contact Centre manager Tamara Kwocksun said pre-COVID-19, many senior customers had been able to make do by using cheques or popping into a library or friend’s house to get online.

Lockdowns have brought to the fore the risks of digital isolation.

“We have a lot of customers who aren’t used to being online or doing things the digital way and they couldn’t get their banking done,” she says.

“With cheques phased out, it started to make them think about other ways they could do their banking and often the best choice for them is online banking.”

Enabling seniors with the right tools

“Senior people value a human connection,” Tamara says.

During the April 2020 lockdown, the bank launched a 65+ priority phone line with specially trained staff to answer any banking questions.

“It’s a great thing for our senior customers because there is an empathetic human on the other end of the phone who can guide customers through things, and not just an automated voice that tells you to press a button if you want to do something,” she says.

Rebuilding confidence

Tamara says instilling digital confidence among the senior population is key. The Better Banking Workshops (run in Green and Orange levels of the COVID-19 Protection Framework*), involve ASB team members helping customers set up their online banking, including automatic payments and paying bills. They also cover how to avoid online fraud and scams.

“The workshops are a good way to get customers into a branch where they can sit in a small group while ASB team members walk them through mobile and internet banking. We can show them that online banking isn’t as scary or as tricky as they think. If they’re not quite confident enough to begin online banking, then we are always here to help them over the phone and guide them through other ways of banking.”

Banking tools for senior customers:

• ASB’s 65+ priority line – dedicated phone line for customers 65 years and over to speak with specialised staff, call 0800 272 119

• ASB’s free FastPhone service – an automated phone service, call 0800 272 272. To register, call 0800 803 804

• The How-to Hub – an online service that gives customers step-by-step guides on how to do a variety of online banking transactions. Visit asb.co.nz/how-to

• Better Banking Workshops – in-branch workshops where customers can learn in person the ins and outs of online and mobile banking. Visit asb.co.nz/workshop