Asia-Pacific Sustainability Action Awards-Sustainability Action Awards SDG03:Silver
CTBC Bank
GREEN Service: Driving Inclusive, Sustainable Finance with Technology Innovation
In response to the accelerating challenges of population ageing, declining birth rates, and widening financial inequality across Asia Pacific, CTBC Bank has launched GREEN Service–the Intelligent Service Platform, integrated with the “Love & Care Continuum” senior ecosystem. Leveraging AI, RPA, and big data analytics, the initiative delivers a comprehensive sustainable finance solution that balances inclusive finance, customer-centric services, and long-term sustainability, advancing social inclusion and financial accessibility. Rooted in the principle of “Technology Empowerment with Human Centered Care,” the project is designed from the perspective of vulnerable and under- served users, including seniors, persons with disabilities, and socially disadvantaged groups. CTBC has implemented barrier free and adaptive financial services, such as intelligent service concierges, ATM deposit services for the visually impaired, large font mobile banking interfaces, and a fair customer treatment framework, effectively reducing usability thresholds and information asymmetry. These measures ensure that all customer segments can access financial services with dignity, confidence and safety.