Prime Bank DMD M. Nazeem A. Choudhury Through a number of forward-looking measures, Prime Bank PLC remains committed to building a banking ecosystem to empower visually impaired and differently-abled customers and include them in formal financial system, says M. Nazeem A. Choudhury, Deputy Managing Director, Prime Bank PLC, in an interview with The Financial Express. Excerpts follow:
Question (Q). What is Prime Bank PLC's vision when it comes to inclusive banking, particularly for visually impaired and differently-abled customers?
Answer (A): Prime Bank PLC envisions inclusive banking as a core pillar of sustainable financial development, where accessibility and equity are ensured for all segments of society, including visually impaired and differently-abled customers. The bank firmly believes that access to financial services is a fundamental right and should not be limited by physical or sensory challenges. Guided by this philosophy, Prime Bank has undertaken a series of pioneering initiatives to reduce barriers and empower persons with disabilities to participate confidently in the formal financial system. One of its flagship initiatives is the publication of Braille books on basic banking, consumer finance and SME financial literacy, enabling visually impaired individuals to independently understand banking products and services.
In addition, Prime Bank has introduced the country's first sign-language call service in the banking sector, allowing customers with hearing and speech impairments to communicate seamlessly with bank representatives. Alongside these customer-facing efforts, the bank continuously invests in staff training to build sensitivity, capability and a rights-based approach to serving differently-abled customers -- reflecting a strategic, long-term commitment to inclusive banking.
Q. Can you highlight specific banking products or services designed for visually impaired or differently-abled customers?
A: Prime Bank PLC. has introduced a range of targeted initiatives to support visually impaired and differently-abled customers as part of its inclusive banking strategy. A key initiative is the publication of Braille books on financial literacy, covering essential consumer and SME banking topics. These books are distributed free of cost through Prime Bank's branches and specialised institutions for the visually impaired across Bangladesh, enabling greater financial awareness and independence. To further broaden accessibility, these materials are also available in audio format with sign-language interpretation through the bank's digital platforms. Additionally, Prime Bank has launched Bangladesh's first sign-language call service in the banking industry, allowing customers with hearing and speech impairments to communicate directly with bank officials in real time.
The bank also organises inclusive customer engagement programmes where visually impaired individuals receive Braille materials alongside on-the-spot account opening support. Together, these initiatives reflect Prime Bank's holistic approach to removing barriers in both information access and service delivery.
Q. How is technology, such as MyPrime or digital tools, being leveraged to make banking easier for everyone?
A: The evolution of digital technology has transformed banking from a branch-dependent activity into a convenient, anytime-anywhere service. Leading this transformation, Prime Bank PLC. has leveraged innovative digital tools- most notably its mobile banking platform, MyPrime- to enhance accessibility and customer convenience. MyPrime is a comprehensive mobile and internet banking application that allows customers to perform essential banking functions such as balance inquiries, fund transfers, bill payments, account opening, card management and loan applications directly from their smartphones. The platform features secure biometric login and is available in both Bangla and English, ensuring usability for a wide and diverse customer base.
By integrating technology into everyday banking, Prime Bank is not only improving efficiency but also enabling greater inclusion by reducing the need for physical branch visits- particularly beneficial for customers with mobility or accessibility challenges.
Q. What measures does Prime Bank PLC. take to ensure that branches, ATMs and digital platforms are accessible to differently-abled customers?
A: Prime Bank PLC. has taken multiple steps to enhance accessibility across its service channels. Selected branches feature dedicated desks with Braille books on basic banking services, helping visually impaired customers understand procedures and product features more easily. These resources are complemented by audio formats and sign-language supported content to ensure wider reach. Moreover, Prime Bank takes the needs of customers with physical disabilities into careful consideration when opening new branches as well as during the renovation or relocation of existing branches. As part of this commitment, cash service counters are designed at a lower height so that customers using wheelchairs can conveniently deposit and withdraw cash in a comfortable and accessible manner.
Additionally, Prime Bank continuously sensitises its frontline and operational staff through inclusive banking training programmes, ensuring respectful, informed and customer-centric service delivery grounded in a rights-based approach.
Q. Are there any training programmes for staff to better serve visually impaired customers and promote financial inclusion?
A: Yes, Prime Bank PLC. places strong emphasis on capacity building to promote inclusive banking. The bank regularly conducts specialised training workshops titled "Breaking Attitudinal Barriers: Inclusive Banking for Persons with Disabilities," in collaboration with international and local partners. These programmes focus on developing empathy, practical skills and a rights-based mindset among employees, enabling them to serve differently-abled customers with dignity and confidence. Interactive sessions, real-life simulations and cross-departmental participation ensure that inclusive service delivery becomes embedded within the bank's institutional culture.
Q. What future initiatives or innovations is Prime Bank PLC. planning to further enhance accessibility and inclusion in banking services?
A: Looking ahead, Prime Bank PLC. plans to further strengthen its inclusive banking initiatives by expanding accessible communication materials, including brochures and digital content supported by sign-language and audio features. These efforts aim to ensure that banking information is not only available but truly usable for everyone. The bank also continues to engage in policy dialogues and industry discussions on inclusive finance, where digital platforms such as MyPrime are highlighted as key enablers of accessibility. Future plans include enhanced training programmes, improved digital accessibility features and expanded outreach initiatives that integrate accessible services directly into customer journeys.
Through these forward-looking efforts, Prime Bank PLC. remains committed to building a banking ecosystem where visually impaired and differently-abled customers are empowered, respected and fully included in the formal financial system.
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