Onome Amuge
First Bank of Nigeria Limited is stepping up its financial inclusion agenda with the planned rollout of tailored services for blind, partially sighted, and other physically challenged customers across its network. The initiative is set to position the bank as a leader in accessible banking, aligning both with Nigeria’s financial inclusion targets and global standards for equitable access to financial services.
The programme, which will be introduced in phases across all subsidiaries and locations of the FirstBank Group, is considered more than a corporate social responsibility gesture. According to the bank, it is part of a push to embed diversity, equity, and inclusion into the bank’s operations and to expand its customer base in a market where millions remain excluded from formal financial services due to physical or social barriers.
Under the new plan, transaction documents will be produced in braille, audio, large print, and digital formats. Automated Teller Machines (ATMs) will be upgraded with voice-prompt commands and high-contrast screens, while debit cards will feature tactile motifs and braille inscriptions to make them easily identifiable. Security features such as soft PINs and tokens will also be enhanced to ensure visually impaired customers can access banking channels securely. Product brochures will be made available in accessible formats, including braille and audio, to improve customer understanding and engagement.
Patrick Akhidenor, chief risk officer and chairman of the FirstBank Sustainability Committee, said the bank was focused on ensuring equal access at all touchpoints. “Everyone deserves access to financial services whether physically or digitally. We recognise this, and we are providing financial services that are both accessible and affordable to visually impaired and physically challenged customers. We are making it possible for them to manage their accounts independently and securely,” he said.
FirstBank’s move comes at a time when regulators are ramping up pressure on banks to deepen financial inclusion. The Central Bank of Nigeria (CBN) has set a target of 95 per cent financial inclusion by 2025, while the UN Convention on the Rights of Persons with Disabilities calls for equal access to financial systems globally. By embedding accessibility into its core operations, the bank is aligning itself with both domestic policy and international frameworks.
Beyond compliance, however, the initiative also carries a competitive edge. Analysts note that in a highly contested retail banking market, the ability to serve underbanked segments such as people living with disabilities could differentiate FirstBank from its rivals while reinforcing its brand reputation as a customer-focused institution.
The bank’s track record of diversity initiatives supports this positioning. Women now make up 41 per cent of its workforce, with 37 per cent in management roles, while its FirstBank Women Network continues to push for greater female representation at all levels.
As implementation progresses, industry watchers say FirstBank’s approach could set a new benchmark for Nigerian banking.
