INCLUSÃO DIGITAL BANCÁRIA PARA IDOSOS: HUMANIZANDO O ATENDIMENTO NAS AGÊNCIAS

Abstract

This extension project focused on digital banking inclusion for elderly individuals. The central issue addressed was the difficulty faced by the elderly population in keeping up with the rapid technological changes in the banking system, which leads to insecurity, vulnerability to fraud, and social exclusion. The project is justified by the increasing incidence of fraud targeting this demographic, coupled with the significant growth in the elderly population in Brazil, according to data from IBGE. The objective was to raise awareness and train bank employees to provide humanized and secure service to elderly clients. The methodology involved conducting a hybrid-format lecture (both in-person and online), including a discussion circle, informational materials, and the distribution of a best practices guide. The project was carried out at the Sindicato dos Bancários do ABC (ABC Bank Workers' Union) with the support of a group agent, a director of the organization, which facilitated contact with the target audience. As a result, the project aimed to promote more empathetic and secure services, strengthening the digital inclusion of elderly individuals in banking institutions and reducing their vulnerability to fraud.