AIB, Ireland’s largest bank with more than 3.3 million customers, is investing €40 million to upgrade the majority of its 170-strong branch network, itself the largest of any financial institution in the country. In tandem with the investment in its physical infrastructure, the bank is also launching a range of new services for personal and business customers who may require additional assistance with their banking activity.
The branch upgrade will cover 112 branches nationwide, including 35 refurbishments. It will incorporate investment in banking halls and ATMs and offer an enhanced customer experience with more space to engage with staff or for privacy when required.
The investment programme will also enhance the sustainability of the branch buildings and reduce AIB’s overall operational carbon emissions by a further 10 per cent. When combined with the certified renewable electricity generated from two dedicated solar farms in Wexford, this will help deliver on AIB’s objective to be net zero by 2030 in terms of the emissions it generates itself and from the energy it procures.
AIB’s managing director of retail banking Geraldine Casey said: “This major investment demonstrates AIB’s commitment to maintaining its branch network and cash services, supporting the aims of the Government’s recently published National Payments Strategy. While the vast majority of our customers manage their day-to-day finances, when they want and where they want digitally, we also recognise that some customers prefer the personal service they can avail of in our branches and that many customers will seek this type of service for their more complex and significant banking transactions.
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“AIB is delighted to contribute to communities around Ireland in so many different ways, including our Annual Community €1m Fund which has supported more than 200 local charities to date. Our upgraded and refurbished branches will be places where all our customers can be comfortable in discussing their finances with us in a welcoming environment and represent a further commitment on AIB’s part to local communities and local enterprise.”
AIB is delighted also to offer a range of new customer services across all its branches, with particular reference to customers who have requested or may benefit from additional supports.
In this context, and in keeping with AIB’s purpose of empowering people to build a sustainable future, we have upgraded all our ATM machines to provide increased functionality for people who are visually impaired. All our ATMs and cash and cheque lodgement units now offer voice guidance support for cash withdrawals, balance queries, mini statements and pin services. All customers need to do is simply insert their headphones into the device to avail of this service.
Barry O’Donnell, volunteer advocate with Voice of Vision Impairment said: “In a world that is becoming increasingly inaccessible, this will be a game-changer for our independence. AIB has heard our voice, and the installation of the AIB accessible ATMs with voice guidance is an important milestone for visually impaired people in Ireland. Thanks again for making accessibility a reality, and as an end-user myself, it’s really excellent to have access to these extra features.”
AIB has also partnered with Ireland’s autism charity, AsIAm, to make all our branches as user-friendly as possible for people with autism. Eight branches – Athlone; Blanchardstown; Grafton Street; Maynooth; Sligo; The Quay, Waterford; Clonakilty and Tralee – have been accredited to date and it is planned to extend accreditation to the full branch network over the coming months.
The enhancements to date and those planned include changes in lighting to make the public areas of our buildings warmer and more accessible, while dedicated quiet spaces and sensory kits will also be available at each location. In addition, we are providing sensory maps on our website showing the layout of each of our branches to help customers plan their visit while we are also delighted to partner further with AsIAm in providing specialised customer support training to colleagues across the branch network.
AIB’s support of community also encompasses the increasingly varied and multicultural nature of the people who live on our island. For many of these people, whom AIB is delighted to welcome as customers, English is not their first language. Accordingly, AIB has made language interpretation and translation services available for all customers who request them for their banking needs.
Language interpretation services, both automated and phone-based, are now available. In addition, customers who require documents for account-opening purposes, such as those that provide proof of identity or income, may also have these documents translated with this new service. In most instances, these services are available on demand and pre-booking is only required on limited occasions.
To date the service has supported customers using close to 30 different languages, with the most prevalent to date being Ukrainian, Arabic, Romanian, Georgian, Portuguese, Mandarin, Polish, Spanish and Bulgarian.
Our interaction with communities of customers also alerts us to some challenging experiences. For instance, recognising that some customers may be experiencing difficulties with gambling, AIB has introduced a voluntary block feature on personal and business debit and credit card transactions which are classified as linked to gambling. AIB also offers a range of supports and advice to people who contact them and who are experiencing problems with gambling. Data from support group Gamblingcare.ie shows that, in many cases, a person will first disclose their concern with staff at their financial institution, rather than to family members or friends.
AIB’s introduction of a voluntary payment block has been welcomed by Armagh’s All-Ireland-winning star, Oisín McConville, who has spoken about his own gambling issues and who also works for Gamblingcare.ie. “I am very pleased to see AIB offer this feature to help customers begin to tackle their gambling problem. I would like to reassure people that you can recover, that there is life after gambling addiction and that help is available to anyone who needs it at Gamblingcare.ie.”
Customers can find more information about AIB’s additional supports at Need Extra Help. They can also contact our Additional Support Helpline on 0818 227 056, Monday to Friday, from 9am to 5pm
