The China Banking and Insurance News recently released the selection results of “Service Innovation Cases of the Year” in the banking and insurance industries in 2022. ICBC’s “elderly-friendly mobile banking service” and “excellent open banking” won “Typical Case of Elderly-friendly Banking Service” and “Online Banking Service Innovation Case” respectively. 

Attaching great importance to availability of financial services, ICBC has taken solid steps to promote innovation in online services, constantly optimized customer service and customer experience, kept pushing for digitalization, and supported the digital development of the economy and society. In the field of elderly-friendly service innovation, the Bank was among the first banks to launch an exclusive mobile banking version for elderly customers, the “Happy Life” version, in 2019. Centering around the financial functions often used by elderly customers and the pain points and difficulties faced by them, the “Happy Life” version has designed and developed elderly-friendly business procedures, which have allowed elderly people to enjoy the convenience of mobile financial services and improved the level of online financial services for households with hardcore technology. In 2022, the Bank became the first among peers to complete elderly-friendly and barrier-free upgrading on the internet and was one of the first enterprises to obtain the “Information Barrier-Free” Mark from the Ministry of Industry and Information Technology. In terms of expansion of open banking, the Bank has developed “excellent open banking”. On the one hand, it brings together internal financial supply, provides “prefabricated” “modular” polymerized global financial services for particular industries and target market customers through “flexible construction and fast assembly”, and improves platform scenario expansion capacity. On the other hand, it brings together external industry ecosystems and builds an “industrial + financial” service community, extending from the financial ecosystem to customers’ business ecosystems and supporting enterprises’ digitalization. Next, by conforming to the digital development trend, the Bank will take the accelerated pace in building a digital financial service system as the main task, develop new infrastructure of digital finance, foster new drivers of digital operation, and establish new scenarios of digital opening. 

The China Banking and Insurance News has held the selection of “Service Innovation Cases of the Year” for nine years straight, which closely follows service innovation and development practices in the industry and showcases to society the banking industry’s adherence to its founding mission of serving the people through finance and its achievements. Institutions have actively responded and participated in the selection. In the 2022 selection event, it received nearly 400 cases from 150 banking and insurance institutions. The winners are decided by expert review and are selected from the best.