NO INDIAN LEFT BEHIND
UNION BANK OF INDIA’S
‘UNION ACCESS’ INITIATIVE REDEFINES INCLUSIVE BANKING

In an era where digital and financial inclusion is paramount, the Union Bank of India (UBI) has positioned itself as a leader in creating a truly barrier free banking ecosystem. This commitment is best encapsulated in its ambitious digital accessibility initiative, ‘Union Access,’ launched on 19 May 2022, to coincide with the 11th Global Accessibility Awareness Day (GAAD). Designed to empower persons with disabilities (PwD) and senior citizens, ‘Union Access’ is not just a digital accessibility programme but a comprehensive, multi-faceted strategy that has redefined accessibility standards in the Indian financial sector and an enabler of equal financial access to persons with disabilities.

The Genesis of ‘Union Access’

The ‘Union Access’ programme was conceived with a clear mission: to ensure that every customer, regardless of their physical ability, can manage their finances with ease, dignity and independence. Recognising the diverse needs of its vast customer base, UBI aligned its initiatives with global standards, aiming to meet the Bureau of Indian Standards (BIS) notified “Indian Standards on ICT Accessibility” and the global Web Content Accessibility Guidelines (WCAG).

The initial launch in 2022 was marked by several foundational steps, which included:

• Unveiling a booklet on “Inclusive Social Media” to integrate accessibility best practices into the bank’s public communications.
• Launching an intensive E-Learning course on “General Awareness on Disability, Inclusion and Accessibility” for all staff members to cultivate an accessibility-first culture internally.
• Conducting mass awareness through a social media on accessibility.
• These steps cemented the bank’s commitment to building a culture of inclusion from the ground up, recognising that technology alone is insufficient without dedicated, trained personnel.

The Digital Frontier: Accessible Technology Innovations

The core of the ‘Union Access’ project lies in its technological innovations, meticulously designed to be compatible with various assistive technologies like screen readers (NVDA, JAWS, VoiceOver), screen magnifiers and alternative input devices.

“Union Bank of India’s ‘Union Access‘ programme is a testament to the power of integrating universal design principles into the core of financial services. From Talking ATMs and the Sparsh Braille Cards to its accessible digital platforms, the bank has created a model for inclusion”

Accessible Banking Platforms

UBI has systematically integrated accessibility features across its major digital channels:

• Accessible CBDC Mobile App: The “Digital Rupee App by UBI” incorporates enhanced accessibility features, including a dedicated “Accessibility” option in the profile section, providing tailored navigation guidance for visually impaired users to perform all Central Bank Digital Currency (e₹) transactions effortlessly.
• Union Sparsh Braille Debit and Credit Cards: The ground-breaking products for the visually impaired, these cards feature tactile and sensory elements:
  • Raised Braille Marker: A quick, braille tactile identifier that the card is issued by Union Bank of India.
  • Distinct Notches Systems: A half-round notch cut for Debit Card and a squarish cut for Credit card on the opposite side of the EVM chip to ensure customers insert the card correctly by touch alone.
• Accessible Corporate Website: The corporate website and Internet banking portal are compliant with global WCAG 2.1 Level AA standards and India’s IS 17802 accessibility standards, consistent navigation and options to adjust text size, colour schemes and contrast (including a dark mode) for users with low vision.
• Internet Banking: The bank’s online banking platform is optimised for screen reader users, featuring keyboard operability and dedicated accessibility link on the home page. The User Guides for using Internet Banking with screen readers like JAWS are provided in accessible PDF, ePub and Digital Braille formats.
• Union Virtual Connect (UVConn) and Union Voice Assistance (UVA): WhatsApp Banking channel UVConn is a chat-based banking service is designed for maximum convenience, allowing transactions in seven languages at a user’s preferred time and location. The Union Voice banking is a great enabler for visually impaired customers as a voice operable banking channel.
• Accessible Point of Sale (PoS) Machine: Bank’s latest introduction of accessible touch screen PoS machine with voice and tactile pin entry features is greatly appreciated during Global Fintech Fest and International Purple Fest.
• The Digital Banking Channels and Journeys are regularly optimised for screen readers like JAWS, NVDA, TalkBack and VoiceOver featuring keyboard operability and accessible forms.
• Talking ATMs: Union Bank of India has been a pioneer in deploying a vast network of Talking ATMs, ensuring voice guidance support and Braille labels for ATMs.

The bank continues to enhance accessibility in areas like PoS terminals, striving for solutions that enable PwD to execute transactions independently, aligning with the “banking without barriers” philosophy.

“UBI enhances accessibility through UVConn and UVA for multilingual and voice banking, accessible PoS machines with tactile and voice features and continuously optimised digital channels supporting screen readers and keyboard navigation”

Empowering the Ecosystem

The bank’s digital accessibility programme ‘Union Access’ is driven by a high-level Accessibility Committee and integration of accessibility at the policies levels. Bank has Digital Accessibility Policy and it also actively promotes an inclusive workplace through its robust Equal Opportunity Policy, ensuring accessibility and inclusion for both customers and employees with disabilities.

The success of ‘Union Access’ is equally reliant on its strategic implementation and the human resource. The dedicated digital accessibility team includes disability and accessibility domain experts. This inclusive approach ensures that products are tested and validated by the very people they are intended to serve. The team with IAAP certified professionals who are persons with visual impairment, ensuring that development is guided by lived experience.

One of the key strategies of accessibility programme is direct engagement with the disability community and collaborations with disability welfare organisations in product developments and outreaching the beneficiaries. The development of 8 E-Learning courses on Disability, Inclusion and Accessibility for all staff members signals a bank-wide commitment to sensitisation and accessibility programme execution.

Any feedback or query regarding digital accessibility is channelled through its dedicated accessibility support system.

Acknowledgment and Industry Leadership

The comprehensive nature of the ‘Union Access’ programme has earned Union Bank of India prestigious accolades, cementing its status as an industry leader in inclusive banking.

Most notably, In August 2025, the bank was honoured with the 16th NCPEDP Mphasis Universal Design Award 2025 under the Role Model Companies and Organisations category. This award specifically recognised the bank’s ground-breaking work in advancing digital accessibility, including its Accessible CBDC app, Digital Banking Channels, Accessible Digital Library for Employees with Disabilities and the holistic ‘Union Access’ initiative itself highlighting the institutionalisation of inclusivity for both customers and employees.

UBI’s consistent efforts in empowerment of persons with disabilities have been recognised with the global recognition award “Qorus Infosys Banking Innovation Awards 2024 – Winner “Union Access Accessible Banking Programme” as well as “Mission Accessibility ‘Championing Accessibility Award 2023’ – A Model Organisation in Disability Rights Sector”.

These awards validate that the ‘Union Access’ programme is not just a compliance measure but a genuine, impactful financial inclusion and equal banking access programme.

Looking Ahead

Union Bank of India’s ‘Union Access’ programme is a testament to the power of integrating universal design principles into the core of financial services. From Talking ATMs and the Sparsh Braille Cards to its accessible digital platforms, the bank has created a model for inclusion.

Its journey from the programme’s launch in 2022 through to its industry first accessible products development and award winning recognitions showcases a sustained, deep seated commitment to making “Banking without Barriers” a reality for all customers. The case of ‘Union Access’ is a path ahead for equal financial access and empowerment.

See Union Bank’s Model Accessible Bank Branch and experience zone at the International Purple Fest Goa in this short video (https://www.youtube.com/watch?v=gk-LlUOdkao)