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Not only has Kari Wellerop (81) become a hotshot at doing her digital daily banking, she now surfs, 'snaps' and posts in all channels. All thanks to DNB’s online banking course.Text: Sissel Fantoft
Kari Wellerop has been a DNB customer for almost 60 years. It has been quite a journey.
“Most things are digital these days and I think a large number of senior citizens are like me: a bit scared about not keeping up with the times, while feeling that there is so much more we should know before we start to use all these new things. When I heard that DNB had closed down several of its branch offices in Norway, I mentioned to my local branch in Asker that they should teach us old people how to use the Internet bank,” explains Wellerop.
After just a few days, she received an invitation from DNB in her letter box to attend a course. Wellerop had used the Internet bank for some time, but she still gained a lot from the course.
“There are so many new products and services, such as eInvoices and autogiros (automatic debit transfers), and I am always frightened about doing something wrong. The people who held the course were marvellous and now I feel that I master the basics,” smiles Wellerop.
Some of the courses offered by DNB
- During 2006, some 3 000 seniors who were not active users of the Internet bank or the mobile bank, were contacted directly and invited to a branch office to attend a course based on DNB’s “Guide to digital banking services”.
- DNB has also developed “Guide to the Internet”, where experienced Internet users share their best tips with novices.
- “Kortlappen” is a digital program for children which teaches them about debit and credit cards and that money must be earned or saved and put into an account in the bank before a card can be used.
- A Valuable Lesson is a digital learning program and is relevant for many of the competency targets within mathematics, social studies, Norwegian and English and tailored to fifth graders, but can also be used for older children.
Even though many seniors are adept at using the Internet bank and browsing the Internet as if they had never done anything else all their lives, there are still many who feel shut out of the digital community. According to Statistics Norway, 820 000 Norwegian adults state they have weak digital skills, and the elderly constitute a large part of this group.
Last year, all of DNB’s senior customers who were not active users of the Internet bank, were invited to a branch office to attend a course on digital banking services.
“We have offered Internet bank courses for many years, but what we did differently in 2016, was to take direct contact with all our “non-digital” customers and invite them to a course. Some 3 000 customers attended one of our courses last year,” says Trond Bentestuen, head of Personal Banking, adding.
“The people who held the course were marvellous and now I feel that I master the basics.”KARI WELLEROP
“The response has been overwhelming. The use of the Internet and new technology can help make daily life easier and prevent loneliness. Based on the feedback we have received from our courses, older adults are becoming increasingly keen to try out new things. In addition to learning how banking services can be done online, we are seeing clear signs that many older adults will greatly benefit from learning more about the Internet in general and about the doors it opens,” says Bentestuen.
DNB has played an important role in Norway’s digital development.
“Today, our customers have become pretty good at using self-service solutions and can perform banking services on their PCs, tablets and/or mobiles. However, it is not just banking services that have become digitised. Buying and selling travel tickets, whether holidays or public transport, is now done almost solely online. Public authorities also assume that citizens are digital and able to use self-service solutions,” says Bentestuen.
A social responsibility
According to the Norwegian National Institute for Consumer Research, 63 per cent of older adults wish to become better at using a computer and the Internet. This is why DNB is the first bank in the world which has taken this one step further and developed the “Guide to the Internet”.
“The guide explains how you can use the Internet to book holidays, listen to music and the radio, watch TV and films, keep in touch with family and friends, and much more.” The purpose of the guide is to explain new digital services so that it is easy to understand what they are, what functions they have and how they replace former solutions or add something new,” says Bentestuen.
The “Guide to the Internet” was made by DNB via social media, first and foremost using Facebook, inviting web-savvy customers to give their best tips and advice to those who have little experience in using the Internet. The user’s guide is available in both a digital and a print version.
“We regard it as a social responsibility to include people in the digital community. It is not okay to be left outside of an increasingly digital world,” says Bentestuen.
Large untapped potential
According to the Norwegian Daily Banking Survey 2016, the percentage of customers in Norway over 66 years of age who use the Internet bank, has increased from 53 per cent to 75 per cent in the course of the last four years. The percentage using the mobile bank has increased from 9 to 19 per cent in the same period. However, according to figures from Seniornett, a Norwegian association promoting the learning of digital skills to seniors, as many as 400 000 Norwegians have never been on the Internet.
“Even though more older adults are using digital services, there is still a large untapped potential here. In our experience, age is not the defining factor in mastering our new digital lives, but experience, interest in and access to help,” says Bentestuen.
Vipps, which today is used by more than 2.1 million Norwegians, is an example of a simple digital banking service that still has untapped potential in the older part of the population.
According to Trond Bentestuen, people over the age of 60 is the Vipps user segment that will grow the most.
Other courses offered by DNB
Children’s banking licence
From an early age, children go shopping with their parents and see that they pay with plastic cards. DNB wishes to help teach children where money comes from and that it is not a never-ending resource, and therefore recommends that children take “Kortlappen” a sort of banking licence, before they start using their first debit card. Children can have their first debit card in the bank from the age of ten if their parents agree.
Find out more about Kortlappen here: dnb.kortlappen.no
A Valuable Lesson
More than 900 schools have included the digital learning program A Valuable Lesson as part of their curriculum in 2016/2017. The purpose of A Valuable Lesson is to ensure that children learn money management skills, thereby preventing payment problems being passed down from generation to generation.
A Valuable Lesson is a digital learning program developed by DNB with support from the Norwegian Red Cross, which is quality-assured by the University of Agder. The content is relevant for many of the competency targets within mathematics, social studies, Norwegian and English from the fifth to seventh grade (9 to 12 year olds).
Check out lærepenger.no for more information about the digital learning program.
Courses organised by DNB Markets
Markets offers courses via webinars and web TV broadcasts for private individuals. Courses offered are on topics ranging from equity trading, research, market updates and macro events to company presentations. In addition, Markets teaches companies and institutions about foreign exchange, fixed-income securities and commodities and holds topic seminars about markets, products, risk management and regulations.