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Banking Report范文-为残疾人提供银行服务。本文是一篇留学生Report写作范文，主要内容是针对2014年6月毛里求斯银行发起了“为你的未来银行”倡议，以促进公平和包容的银行业，以调查改善银行业的100种可能方式。基于上述项目，本报告旨在分析残疾人士的性质、动态和经济排斥程度，并探讨在这一往往被边缘化的人群中获得银行贷款的重要性。因此，本篇Report进一步探讨了毛里求斯银行于2014年6月成立的工作队所确定的八大支柱中的支柱1、5和6，其中分别包括：人人都能获得银行服务、公平对待客户和保护客户。简而言之，本报告探讨了如何发展和/或改进银行设施的交付和运营，以满足身体或学习障碍者的持续需求，从而促进他们融入银行部门。下面就一起看一下这篇report范文。 
The Bank of Mauritius’ initiative ‘Banking Your Future’ to promote a fair and inclusive banking sector has been launched in June 2014 to investigate the 100 possible ways in which the banking sector could be improved. Based on the above project, this report aims at analyzing the nature, dynamics and degree of financial exclusion of people bearing a disability and examines the significance of access to banking facilities within this group of people that is more often than not marginalized. Thus, this study further explores Pillars 1, 5 and 6 of the eight pillars set out in the Task force produced by the Bank of Mauritius in June 2014. These include, accessibility of banking to all, fair treatment of customers and customer protection respectively. In simpler terms, this report explores how the delivery and operation of banking facilities could be developed and/or improved to attend to the constant needs of people with a physical or learning disability with the view to promote their financial inclusion in the banking sector. Introduction 引言
Banking is a fundamental part of the fabric of routine life for most people, nevertheless certain people in Mauritius are deprived the access to a bank account and to fair banking services due to the difference they present. Indeed, 4.8%[1] of the Mauritian population has been recorded as having a disability in 2011. With an ageing population, the statistics look set to grow further. This group of people therefore embodies a substantial segment of any bank’s consumer base and it is in the interest of these institutions to satisfy the needs of their clients.
People with a disability require access to banks and their services in order to become autonomous by managing their finances as well as to keep track of their regular benefit remittances. For many of them, finance issues are a substantial source of worry and stress at the time when they should be concentrating on their health rather than their financial stability.
银行业是大多数人日常生活结构的基本组成部分，然而，毛里求斯的某些人由于存在差异而被剥夺了获得银行账户和公平银行服务的权利。事实上，2011年毛里求斯人口中有4.8%[1]被记录为残疾。随着人口老龄化，统计数据似乎会进一步增长。因此，这一群体在任何银行的消费者基础中占据了相当大的一部分，满足客户的需求符合这些机构的利益。
残疾人需要获得银行及其服务，以便通过管理自己的财务以及跟踪他们的定期福利汇款实现自主。对他们中的许多人来说，当他们应该关注自己的健康而不是金融稳定时，金融问题是一个很大的担忧和压力来源。
Sadly though, some providers are not very effective when dealing with people having health difficulties.
然而，不幸的是，一些提供者在处理有健康问题的人时并不是很有效。
To this issue, this research aims at promoting the financial inclusion of the disabled population by identifying how banking institutions could improve their services to alleviate the problems faced by this minority population that is too often left behind. Supporting disabled people is not just about doing the right thing for consumers facing hardships but can be beneficial for banking businesses as well. Not only will such an initiative reduce debt, improve staff contentment and breed customer loyalty but will also guarantee regulatory compliance. It is to be highlighted that banks are in a good posture to help make a change since they have the tools to provide support to these people.
针对这一问题，本研究旨在通过确定银行机构如何改善其服务，以缓解这一经常被落在后面的少数群体所面临的问题，从而促进残疾人的金融包容性。支持残疾人不仅意味着为面临困难的消费者做正确的事情，而且对银行业也有好处。这一举措不仅将减少债务，提高员工满意度，培养客户忠诚度，而且还将保证法规遵从性。需要强调的是，银行正处于一个良好的状态，可以帮助做出改变，因为它们拥有向这些人提供支持的工具。
Therefore, throughout this report some measures that could be implemented by banks to help and support disabled people pertaining to their personal finances will be discussed with a view to stimulate accessibility of banking to all, fair treatment of customers and customer protection.
因此，在本报告中，将讨论银行可以采取的一些措施，以帮助和支持残疾人的个人财务，以促进所有人都能获得银行服务，公平对待客户和保护客户。
Recommendations 建议
The recommendations throughout this report will be subdivided into distinct sections relating to a specific health impairment namely sight, hearing and physical limitations.
本报告中的建议将细分为与特定健康障碍相关的不同章节，即视力、听力和身体限制。
A. Sight Impaired 实力受损
The Population Census conducted in 2011 showed that approximately 14000 people had a sight problem even when wearing glasses. This situation undeniably has a severe impact on their everyday lives and with years going by like in the blink of an eye this number is certainly on the rise.
2011年进行的人口普查显示，大约14000人即使戴眼镜也有视力问题。不可否认，这种情况对他们的日常生活产生了严重影响，随着时间的流逝，这个数字肯定在上升。
Indeed banks are not oblivious to such an issue for they have invested in talking ATMs, whereby what appears on the screen is read aloud by the machine to facilitate the daily transactions of people suffering from sight impairment. However, not all banks in Mauritius have taken such an initiative thereby penalizing their clients. Thus, these speech enabled ATMs ought to become more pervasive throughout the island while providers not extending such a service to their clients need to consider this enhancement that could make easier the lives of people having sight problems. JAWS[2] and earphones could be introduced in Mauritius so that blind and low-vision users can conduct ATM transactions in such a way that they have a feeling of privacy and security during the process.
事实上，银行并没有忘记这一问题，因为他们投资了有声自动柜员机，通过自动取款机，屏幕上显示的内容被机器大声读出，以方便视力受损者的日常交易。然而，并非毛里求斯的所有银行都采取了这样的举措，从而惩罚其客户。因此，这些语音自动柜员机应该在整个岛屿上更加普及，而不向客户提供这种服务的提供商需要考虑这种增强功能，这可能会让视力有问题的人的生活更轻松。可以在毛里求斯引入JAWS[2]和耳机，这样盲人和低视力用户可以在ATM交易过程中感受到隐私和安全感。
It is to be noted that navigating around an ATM pad is facilitated by the fact that the number 5 has an elevated dot so that the central number on the number pad can be located by touching it. This is the case with most if not all ATMs found in Mauritius. Moreover, some ATMs also have other tactile support for instance an elevated circle that indicates ‘OK’ thereby confirming the transaction while an elevated cross denotes abortion of the transaction. However, certain ATMs lack these latter facilities as the ‘OK’ and ‘Cancel’ buttons both have a slit rectangle on the pad making the difference between both imperceptible.
需要注意的是，数字5有一个升高的点，因此可以通过触摸数字键盘上的中心号码来定位。在毛里求斯发现的大多数（如果不是全部）自动取款机都是这样。此外，一些自动取款机还具有其他触觉支持，例如，升高的圆圈表示“OK”，从而确认交易，而升高的十字表示交易终止。然而，某些自动取款机缺少后一种功能，因为“OK”和“Cancel”按钮在键盘上都有一个狭缝矩形，使得两者之间的差异难以察觉。
Moreover, it should be highlighted that people having sight problems, especially those affected with blindness, may not even be able to get to a branch on their own. To such an issue, banks could send booklets, bank statements and pamphlets, whenever these are required by the client, in larger text prints for those whose eyesight is damaged, Braille for those who can read Braille – as it should be noted that not everyone can read Braille, particularly if sight problems have developed in a late stage of life- , or simply as an audio CD so that those concerned do not have to provide additional effort on their own.
此外，应该强调的是，有视力问题的人，尤其是那些失明的人，可能甚至无法独自前往分支机构。针对这一问题，银行可以在客户要求时，向视力受损的人发送小册子、银行对账单和小册子，这些小册子、对账单和宣传册的印刷体要大一些，盲文要给会读盲文的人-应该注意的是，并不是每个人都能读盲文，特别是在视力出现问题的晚期-，或者简单地作为音频CD，使得相关人员不必自己提供额外的努力。
Visually disabled users also encounter barriers such as access to internet banking transactions. It will certainly sound pretentious and expensive to include to these recommendations facilities like computer voice recognition softwares to facilitate the use of online banking services by people having sight impairment. Such an initiative may lead to a tradeoff between easing the use of online banking and the bank’s security system. However, what is more accessible to banks is changing the formatting of their websites by altering the display in such a way that the websites are more easily read. This could be in the form of text size where propositions at the top of the page could include normal, large and extra-large which could spearhead into a change in the text size throughout the website.
视觉障碍用户也会遇到障碍，例如访问网上银行交易。在这些建议中加入计算机语音识别软件等便利视力障碍者使用网上银行服务的设施，听起来当然是自命不凡，而且费用高昂。这样的举措可能会导致在放松网上银行的使用和银行的安全系统之间进行权衡。然而，银行更容易访问的是通过改变显示方式来改变网站的格式，使网站更容易阅读。这可以是文本大小的形式，页面顶部的命题可以包括普通、大型和特大型，这可能导致整个网站的文本大小发生变化。
Visually impaired people require patient human contact and continuous customer care. Implementing the above recommendations will not only promote the financial inclusion of people suffering from sight impairment but will also provide a competitive edge to the banks providing such facilities.
视力受损的人需要患者与人接触和持续的客户关怀。实施上述建议不仅将促进视力受损者的金融包容性，还将为提供此类贷款的银行提供竞争优势。
B. Hearing loss 听力障碍
According to the population census of 2011, there are more than 4000Mauritians with some form of hearing problem. Banks are considered as service providers, according to The Equal Opportunities Act 2008, and are consequently required to take actions to make sure that their services are as accessible and fair as possible to customers suffering from hearing loss so that the latters are not given a less favourable treatment as compared to non-disabled customers.
根据2011年人口普查，有4000多名毛里求斯人患有某种形式的听力问题。根据2008年《平等机会法》，银行被视为服务提供者，因此需要采取行动，确保其服务尽可能方便和公平地为听力受损的客户提供，从而使后者不会受到比非残疾客户更低的待遇。
Deaf customers report that banks tend to discriminate them against other customers, consequently making them feel aggrieved and embarrassed by banks’ indifference to their hearing limitations. The plight of deaf bank customers include banks’ over-reliance on telephone use for security issues, unfair treatment, the absence of hearing aid systems and poorly trained, dismissive and discourteous staff. Also, deaf customers protest that their communications frequently go unanswered and that they are requested to call in to discuss their issues. Recommending a relative or friend to address the bank on their behalf is not always the best solution due to confidentiality matters and this will not promote the financial inclusion of deaf customers but will make them over-dependent on third parties.
聋人客户报告说，银行倾向于歧视他们和其他客户，因此，银行对他们的听力限制漠不关心让他们感到委屈和尴尬。失聪银行客户的困境包括银行在安全问题上过度依赖电话、不公平待遇、缺乏助听器系统以及训练有素、不屑一顾和无礼的员工。此外，失聪的顾客抗议他们的沟通经常没有得到回复，他们被要求打电话来讨论他们的问题。由于保密问题，推荐亲属或朋友代表他们向银行讲话并不总是最好的解决方案，这不会促进聋哑客户的财务包容，但会使他们过度依赖第三方。
It is to be highlighted that measures taken by banks in Mauritius to satisfy the needs of people with hearing loss are apparently inexistent. To this issue, in order to increase the financial inclusion and promote the fair treatment and welfare of people with hearing loss, the following measures could be considered with the hope that these recommendations do not fall on deaf ears.
需要强调的是，毛里求斯银行为满足失聪者的需要而采取的措施显然不存在。对于这个问题，为了增加金融包容性，促进听力损失者的公平待遇和福利，可以考虑采取以下措施，希望这些建议不会被忽视。
The text relay service can be a crucial aid for people with hearing problems. It is a service whereby the customer can call any of the bank agents’ numbers using text relay and when the call is answered, an operator will join in and communicate the request of the customer- received in written-form – to the bank in oral form.
文本转播服务对于有听力问题的人来说是一个至关重要的帮助。这是一项服务，客户可以使用文本中继拨打任何银行代理人的号码，当接听电话时，操作员将加入并以口头形式将客户的请求（以书面形式收到）传达给银行。
As wisely said by Israelmore Ayivor (Shaping the dream), “Don’t despise little things that contain tiny miracles. Enjoy little actions!” Similarly banks need not take noticeable actions to help their customers suffering from hear loss. Indeed, an efficient Note Writer at the counter could facilitate the communication with an individual that cannot communicate orally. This particular teller could jot down the transaction’s purpose, fees and issues on paper so that the customer understands what the transaction consists of and what is required from him.
正如Israelmore Ayivor（塑造梦想）所说的那样，“不要轻视包含微小奇迹的小事。享受小动作！”同样，银行也不需要采取明显的行动来帮助听力受损的客户。事实上，柜台上一个高效的便笺员可以帮助与无法口头交流的人进行交流。这个特别的出纳员可以在纸上记下交易的目的、费用和问题，以便客户了解交易的组成和要求。
Similarly, when dealing with people having hearing impairments simple actions that may seem futile could facilitate the transaction between both parties. Indeed, the bank staff should make sure they are in a well-lighted zone where the deaf customer can see their faces during communication. Looking directly and speaking directly to the disable person instead of his interpreter will make him feel valued during the transaction. Staff at the counter ought also to avoid putting their hands or any document in front of their face or mouth when speaking.
同样，当与听力障碍者打交道时，看似徒劳的简单行动可能会促进双方之间的交易。事实上，银行工作人员应该确保他们在一个光线充足的区域，在那里聋哑的顾客可以在交流中看到他们的脸。在交易过程中，直接看着残疾人，直接与残疾人交谈，而不是与他的口译员交谈，会让他觉得自己很有价值。柜台工作人员在说话时也应避免将手或任何文件放在脸或嘴前。
Moreover, counter staffs could be initiated to sign language. If at least two counter staff trained for sign language are present at counters, this will undoubtedly be an advantage for the client but this will also be a serious competitive gain to the bank itself. However, notice often need to be given if the service is needed.
此外，柜台工作人员可以开始手语。如果柜台至少有两名受过手语培训的柜台工作人员，这无疑对客户来说是一个优势，但对银行本身来说也是一个巨大的竞争优势。然而，如果需要服务，通常需要发出通知。
In the same optic, since disabled people prefer transacting from home, an online service could be implemented whereby with a computer and a webcam, the disabled customer is able to speak to a bank staff that is trained for sign language and can thereby communicate a request or make a bank transaction.
同样，由于残疾人更喜欢在家里进行交易，因此可以实施一项在线服务，通过计算机和网络摄像头，残疾客户可以与受过手语培训的银行工作人员交谈，从而可以传达请求或进行银行交易。
Pertaining to advertising campaigns made by banks, visual advertisements ought to be subtitled so that deaf people don’t feel excluded and can thus understand the advertisement with the same ease a non-disabled customer does.
关于银行开展的广告活动，视觉广告应该加上字幕，这样聋人就不会感到被排斥，从而可以像非残疾客户一样轻松地理解广告。
Hearing loss is an emergent problem so it is vital that banks take actions to ensure people having hearing disabilities can access their services without hindrance for if only a few thousand of the population suffering from hear loss took legal action against the pitiable treatment they receive, these financial institutions could end up paying substantial compensation to customers with hearing impairments.
听力障碍是一个紧急问题，因此银行必须采取行动，确保听力残疾者能够无障碍地获得服务，因为如果只有几千名听力损失患者对他们所接受的可怜的治疗采取了法律行动，这些金融机构最终可能会向听力受损的客户支付巨额赔偿。
C. Physical disabilities 身体残疾
There exist several types and degrees of physical disabilities. It is widely thought that people with physical disabilities require a wheelchair. However, this is not always the case since people suffering from arthritis, heart or lung conditions and those having undergone amputations also have difficulty with moving, sitting or standing. Indeed according to the population census conducted in 2011, a rough 42% of the disabled population are physically impaired and require assistance in their routine life.
身体残疾有几种类型和程度。人们普遍认为身体残疾的人需要轮椅。然而，这种情况并不总是如此，因为患有关节炎、心脏病或肺病的人以及截肢的人在移动、坐或站立方面也有困难。事实上，根据2011年进行的人口普查，大约有42%的残疾人身体受损，在日常生活中需要帮助。
Banks in Mauritius do cater for the needs of people with such difficulties. For instance, the large Mauritian banks design their branches in such a way that their services are more accessible to their customers having physical disabilities. Indeed, ramps have been included in their architectures to facilitate access to wheelchairs and some banks make it a must to provide level access to their clients while meeting spaces are large enough to accommodate wheelchairs. Sadly though this architecture is not found in smaller banks. Therefore, ramps should be available on bank premises where steps are the only means of access.
毛里求斯的银行确实满足了有这种困难的人的需要。例如，毛里求斯的大型银行设计其分行的方式，使残疾客户更容易获得其服务。事实上，他们的建筑中包括了坡道，以方便使用轮椅。一些银行规定，当会议空间足够大以容纳轮椅时，必须为客户提供水平通道。遗憾的是，这种架构在小型银行中并不存在。因此，在只有台阶才能进入的银行场所，应提供坡道。
However, there are still gaps that ought to be filled in order to promote the financial inclusion of having physical problems.
然而，仍有一些差距需要填补，以促进身体问题的金融包容性。
In a first instance, queuing aisles should be designed wide enough for wheelchairs for some of the aisles present in our banks are rather narrow. Moreover, banks should consider investing in providing comfort to people in physical discomfort. Wheelchair lifts could be installed where client service is not done on the ground floor while specific washrooms should be accessible to the public for some people may be physically unwell when attending a bank branch.
首先，排队过道应设计得足够宽，以容纳轮椅，因为我们银行的一些过道相当窄。此外，银行应考虑投资为身体不适的人提供舒适。在一楼不提供客户服务的地方，可以安装轮椅升降机，而特定的洗手间应该对公众开放，因为一些人在去银行分行时可能身体不适。
It should be noted that certain people do not suffer from apparent physical disabilities but are naturally short in height without mentioning those born with dwarfism. For them and for the disabled population using wheelchairs, banks should consider low level teller counters in their branches as well as at least a low-level ATM machine that could be easily accessed by such people with measures that assure privacy and security during the transaction process.
应该注意的是，某些人没有明显的身体残疾，但天生身高矮小，而没有提到那些天生患有侏儒症的人。对于他们和使用轮椅的残疾人而言，银行应考虑在其分行设置低级柜员柜台，以及至少设置一台低级ATM机，让这些人可以通过确保交易过程中隐私和安全的措施轻松访问。
Given that all these recommendations are taken into consideration in a near future, people with physical difficulties will certainly feel more included financially and will find banking services more accessible and fairer bearing in mind that customer protection ought to be one of the prime objectives of a bank.
考虑到所有这些建议都将在不久的将来得到考虑，身体有困难的人肯定会感到经济上更包容，并会发现银行服务更容易获得，更公平，因为客户保护应该是银行的首要目标之一。
Conclusion 结论
Barriers are hindrances that prevent people with disabilities from doing many of the routine activities, like daily banking transactions, that most of us tend to take for granted. A disability can occur to anyone at any time. In fact, as the Mauritian population greys, many of us could eventually face some kind of physical or mental limitation. This foresight report therefore, looks out to banking in the future years and defines the revolution that could ultimately lead to healthier banking practices.
障碍是阻碍残疾人进行日常活动的障碍，比如日常银行交易，我们大多数人都认为这是理所当然的。任何人在任何时候都可能发生残疾。事实上，随着毛里求斯人口的老龄化，我们中的许多人最终可能会面临某种生理或心理上的限制。因此，这份前瞻性报告展望了未来几年的银行业，并定义了最终可能导致更健康的银行业实践的革命。
To this issue banks are called to recognise the needs of disabled clients and use judicious endeavours to improve their access to banking services. This report thus sets out potential actions that banks could and should explore and adopt for a brighter future. These changes will certainly present increased facilities for the disable population while presenting opportunities for the Mauritian banks to develop competitive assets, but they will also present considerable challenges to these institutions.
为此，要求银行认识到残疾客户的需求，并采取明智的措施改善他们获得银行服务的机会。因此，本报告列出了银行可以而且应该探索和采取的潜在行动，以实现更光明的未来。这些变化无疑将为残疾人提供更多的便利，同时为毛里求斯银行提供发展竞争性资产的机会，但也将给这些机构带来相当大的挑战。
It will be essential for the Mauritian banks to make a collective step to forge new policy frameworks and develop actions so that people having some kind of disability can feel financially autonomous thereby rebalancing fairness among clients in banking activities. Not only will such measures promote Pillars 1, 5 and 6 of the eight pillars set out in the Task force including, accessibility of banking to all, fair treatment of customers and customer protection respectively but these will fundamentally help meeting essential human needs.
As from tomorrow and ever after, open your eyes to the world surrounding you, hear the cry of those who need you and walk together towards something new, something true: Healthier Banking- the way towards increased financial inclusion.
毛里求斯银行必须采取集体步骤，制定新的政策框架并制定行动，使某种残疾的人能够在财务上自主，从而重新平衡银行活动中客户之间的公平。这些措施不仅将促进工作队提出的八大支柱中的支柱1、5和6，包括人人可获得银行服务、公平对待客户和保护客户，而且将从根本上帮助满足人类的基本需求。 从明天开始，从永远开始，睁开你的眼睛，看看你周围的世界，倾听那些需要你的人的呼声，一起迈向新的、真实的目标：更健康的银行业——迈向金融包容性的道路。本站提供各国各专业report写作指导服务，如有需要可咨询本平台。
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