Guest blog: Embracing partnerships to help close the digital inclusion gap

David Jones, Digital Learning and Development Specialist at Monmouthshire Building Society outlines how the Society is prioritising digital and continuing to put their members first.

Back to Blogs & Articles Event

This article was first published in Society Matters magazine

David Jones, Monmouthshire Building SocietyIt’s an exciting time for the Society, as we’re on a journey to enhance our product offering in the digital space and look towards modernisation. We’ve been around for over 150 years and our aim has always been to put our members first. Our new strategy is to continue this, but with the changes around us in technology, we’re embracing digital services.
 
Digital Inclusion
 

We’re modernising in every part of the Society. Whether it’s about how members sign up for services in branch or the systems we’re using in head office.

One of our biggest challenges is taking our members on this journey. Many of our members like to bank in traditional ways, they love to bring in their passbook and see a friendly face in the branch. That’s one of the reasons we chose to partner with Digital Communities Wales.

Digital Communities Wales’s aim is to close the digital inclusion gap across Wales, specifically focusing on marginalised areas, for example older people, people with disabilities, people from ethnic backgrounds, who may not have access to technology. In Wales, this also includes rural areas, where  people may not even have data connections at all. As a regional building society, many of our members  will fall into one of these categories and we need to do everything we can to stop them falling behind. Knowing all of this,  we felt that it was a great partnership fit.
 
The Digital Communities Wales (DCW) Charter
 
The DCW Charter exists to support and champion organisations working in Wales who are willing to promote basic digital skills and help people online. The Society has signed up to six pledges to show our commitment to helping digitally excluded people enjoy the benefits of being online.
 
We wanted this to underpin some cultural shifts that we’re looking to make, which aligns with the new  strategy we launched this year. Our aim is to prioritise digital but also continue to put our members first.
 
Looking after your digital health


The fantastic thing about Digital Communities Wales is they really underpinned our own internal  ambitions, to build strong communities through improving individuals digital health.

Everybody’s got their own personal digital life, and we need people to have awareness of their own digital health. With essential services moving online, people have that missing link with how to do it and safely. No one wants to be unsafe with money but there are people out there who will try and take advantage.
 
Broadening our digital offering
 
Our MBS app will be in the market soon. It’s member focused, allowing our members to interact when they want to, and how they want to.
 
We’re also hoping to launch our own live chat service later this year for those who want to be able to speak to us in their own time, when it suits them.
 
It’s ever evolving, but we don’t want to take away the ability to come in and have a cuppa either. We’re committed to staying on the high street and we’re here when our members want to come in for a chat with our customer consultants. Those same customer consultants will be there to help and support those members, even help them download that app and show them how to use it.
 
Getting people in the right space means that our colleagues will provide a more quality member  experience and help fulfil our purpose of helping members, colleagues, and communities to thrive.
Find out more about Digital Communities Wales - https://www.digitalcommunities.gov.wales/

You may also be interested in...

BSA Card
  • BSA.Event Event
  • Mortgages & Housing

AI-Powered Digital Transformation for Building Societies Webinar

AI isn’t just an upgrade for building societies—it’s the foundation for staying competitive. In this exclusive webinar, we’ll explore how Gen AI is re...

Last updated:11 Apr 2025
BSA Card
  • BSA.PressRelease Press Release
  • Thought leadership

Mutuals Group urges action to realise huge growth and social dividend from Labour’s ‘doubling’ ambition

New Independent Report shows removing financial barriers will unlock growth for mutuals and deliver on Labour’s Manifesto

Last updated:08 Apr 2025
BSA Card
  • BSA.Newsbite_1 Society Matters
  • Mortgages & Housing

A steadfast purpose helping to drive our collective future

Celebrating the history of building societies and the potential for growth of the mutual sector. 

Last updated:06 Apr 2025
BSA Card
  • BSA.IndustryResponse Industry Response
  • Mortgages & Housing

Reforming the Energy Performance of Buildings Regime

The BSA responded to the government’s consultation on reforms to the Energy Performance of Buildings regime. The consultation sought input on changes ...

Last updated:06 Apr 2025
BSA Card
  • BSA.IndustryResponse Industry Response
  • Conduct Risk & Regulation

BSA response to PRA CP17/24 and FCA CP24/28 on operational resilience: operational incident and outsourcing and third party reporting

The BSA has issued a combined response to PRA CP17/24 Operational resilience: Operational incident and outsourcing and third party reporting and FCA C...

Last updated:06 Apr 2025
BSA Card
  • BSA.PressRelease Press Release
  • Savings

BSA comments on the PRA’s proposal to raise the deposit protection limit of the Financial Services Compensation Scheme

The PRA is proposing to raise the deposit protection limit of the Financial Services Compensation Scheme (FSCS) from £85,000 to £110,000.

Last updated:31 Mar 2025
BSA Card
  • BSA.Event Event
  • Financial Crime

Financial crime prevention seminar

This full-day event in Leeds provides BSA members with expert briefings on current key risk areas in financial crime to help them review and focus the...

Last updated:28 Mar 2025