Based on factors such as the demographic aging of the population and social demands for improvements in accessibility at facilities utilized by many people, Mizuho has been advancing its "Heartful Project" since 2005 with the aim of improving ease of usage for its customers. From 2016, on the basis of the Law on the Elimination of Discrimination against Persons with Disabilities, we will be endeavoring to move forward with further activities to promote barrier–free interiors and universal design projects. In addition, MHBK has been making further progress with Heartful Project initiatives and, since 2010, developing "Mizuho Heartful Business" in support of initiatives toward barrier–free and universal design features for its customers.
Banks That Anyone Can Use Conveniently
Banks That Anyone Can Use Conveniently
With a view to becoming a "bank that is easy for anyone to use, regardless of age, gender, or disability," MHBK has been promoting the Heartful Project since 2005. We are engaging in further barrier–free and universal design initiatives from three aspects: facility–related initiatives covering branches, facilities, and equipment; service–related initiatives covering customer forms and documents as well as Internet content; and psychological initiatives involving education and training to improve customer relations skills. Additionally, we display service marks on our website of branch information and at branch entrances to let customers know the status of each branch with regard to these initiatives.
Since fiscal 2013, MHTB and MHSC have been moving forward with activities to promote barrier–free interiors and universal design projects in accordance with their business and customer characteristics.
Tackling Improvements Based on Its Own Original Specifications
Using the Tokyo Metropolitan Government's Barrier–Free Building Ordinance as a reference, MHBK has drawn up its own "Branch Improvement Standards" and is adopting universal design principles for its branch facilities. These standards have established eight priority items known as the "Eight Basic Specs." Improvements have been completed for all branch facilities for four of the eight specifications.
Our initiatives to achieve all–round barrier–free environments and universal design have been recognized, and MHBK has been awarded the Fourth Barrier–Free Promotion Award from the Minister of Land, Infrastructure, Transport and Tourism as well as other rewards from local governments and other associations.
- Eight Basic Specs: Adoption Rates (Work completed at 456 manned branches as of March 31, 2017)
- *The total does not include branches where these facilities are not required, such as single–story branches.
Using MHBK's branch improvement standards as a reference, MHTB has drawn up the Mizuho Trust Bank Heartful Branch Improvement Standards and is advancing initiatives in accordance with factors, such as branch layouts, on the basis of those standards. MHSC is likewise making progress with initiatives geared toward its branch layouts.
Introduction of Automated External Defibrillators (AEDs)
Automated external defibrillators (AEDs) are installed at all MHBK, MHTB (excluding some sub–branches), and MHSC sales branches, and first–aid training programs are conducted from time to time for employees that include explanations on how to use an AED.
Progress in Introducing People–friendly Tools
In addition to providing the means by which to use a range of services, such as telephone banking and Internet banking, that utilize and give consideration to users of text–to–speech software, MHBK has made available tools and services that assist smooth communications with customers, including with the visually or hearing impaired and non–Japanese. MHBK is also constantly devising improvements to make its forms and documents as well as ATMs easier for customers to use.
|"Ear Mark Signs"
Signs that offer guidance by enabling written communication
"Whiteboards for Written Communications"
|All MHBK and MHTB branches nationwide|
Pictographs show content of transactions and procedures.
|All MHBK branches in Japan
All MHTB branches in Japan
Display an order and various procedures, the investment consultation, and other main services
|All MHSC branches in Japan|
|"Interpreting Service for Non–Japanese Customers"
Interpreting Service in English, Chinese, and Korean, Portugese, Spanish, Thai and Russian translation services for which a Tablet Computer is Utilized
|Seventeen MHBK Branch locations
(As of July 31, 2017)
Ginza, Roppongi, Shibuya, Shinjuku, Ebisu, Yaesu, Four Haneda–Airport Branch locations, Five Narita–Airport Branch locations and Two Kansai International Airport Branch locations
|"Securing Web Accessibility"
Our objective is to have our many website users, including seniors and persons with disabilities, have access to our website content regardless of the terminals, web browsers, support technology, etc. they are using.
|Mizuho Financial Group
(Meets JIZ X 8341–3–2016 Level A standard aimed at securing web accessibility)
|"Notices in Braille"
Information about ordinary deposit balances, transaction details, and time deposit maturity date notification compiled in Braille.
ATM Screens That Show Universal Design Considerations
When upgrading its ATM screens, MHBK bases the changes on opinions gained from customers, incorporates universal design elements, such as in the screen layout and color configuration, and also obtains "authenticated verification of ease of usage" from Jitsuken, the finance industry's first user research organization. In addition to incorporating universal design elements in the layout or color configuration, MHBK devises ongoing improvements to its ATM screens based on customer feedback.
Conscientiously Serving the Needs of the Disabled
MHBK and MHTB regulations now formally specify that customers with visual or other impairments must be assisted in completing procedures at service counters by having Mizuho staff read or write on their behalf.
We have also taken steps to provide enhanced services to the visually impaired, who cannot easily use an ATM for cash transfers, and customers in wheelchairs by confirming their needs when they arrive at a branch and then responding to them at a service counter. At the same time, a new lower cash transfer service–fee level, similar to the ATM usage fee, is charged for the provision of these services. (Eligibility for application of this fee may be confirmed by inspection of the customer's physical disability certificate at the time of the transaction.)
To Raise the Awareness of Each Employee, We Provide Training to Encourage Employees to Think on Their Own
Believing that heightened awareness among individual employees is essential to remain a bank that satisfies its various customers, MHBK is promoting efforts to incorporate ingenuity and thoughtfulness in its day–to–day customer contacts and improving responses when welcoming and waiting on its customers. Specifically, we have created and issued our own manual — common to all employees and members of staff working in main branches — to assist our responses to customers with disabilities, elderly customers, pregnant customers, and others with special needs, and implement training using a video and other instructional tools. In particular, to be able to respond appropriately from the viewpoint of customers with disabilities, the spirit of the Law on the Elimination of Discrimination against Persons with Disabilities is incorporated into the manual in conjunction with the running of training programs.
As customers' ages differ depending on the location, for instance, the employees at each branch hold discussions and determine initiatives that are compatible with the characteristics of their branch. Since fiscal 2012, as part of our initiatives designed to improve response capabilities toward the elderly, we have conducted "dementia supporter" training courses that include practical content such as role play for lobby concierges and teller staff. In addition, we compile and share booklets that contain advice and case studies for staff who come into contact with elderly customers, and these booklets are utilized in training programs and to improve responses at each branch location.
We have also established the general rule that advisors at head office customer points of contact and branch lobby concierges be holders of the Care–Fitter qualification.
To gain the trust and satisfaction of elderly customers and customers with disabilities, MHTB conducts periodic training for all staff in the welcoming and waiting on of customers with disabilities. We also conduct "dementia supporter" training courses in lobby training.
At MHSC, initiatives are conducted to improve the manners and responsiveness of staff to enable them to give proper services to customers, including the elderly. To enhance the level and responsiveness of services at branches, which are the interface between MHSC and its customers, a Branch Operations Manual has been prepared, and, to give guidance on proper customer treatment, MHSC has issued a guidebook entitled Basic Business Manners. In addition, for customers who have special issues that need to be addressed, MHSC also conducts a range of training programs to enable its staff to respond politely and to make improvements related to various issues with a clear understanding of the customer's perspective. Since fiscal 2015, MHSC has primarily been promoting the "dementia supporter" initiative among sales branch employees. Also, in each of its offices and branches, MHSC has identified issues related to customer satisfaction (CS), and, through holding periodic discussion sessions, endeavors to increase awareness among employees and work toward improvements.
|Number of Holders of Care–Fitter Level 2 Certification
(As of March 31, 2017)
|Number of Dementia Supporter Training Course Participants
(Cumulative Total as of March 31, 2017)
|MHBK / MHTB / MHSC||approx. 300 people||approx. 8,600 people|