Too digital, too fast? An analysis of the inclusivity of service delivery in the banking sector in Belgium

We increasingly live in a digital society. We use digital technologies in order to learn, to work, to communicate, to consume and to socialize. Covid-19 has dramatically intensified this process. Teams and Zoom meetings have steadily become the norm. Part-time teleworking has become broadly accepted. The online market sector has exploded. From online banking services to Covid Safe Certificates, many administrative tasks and documents, have increasingly moved online. Both governments and companies have shifted to a digital-first or even digital-only philosophy in service design and delivery (Ag... Mehr ...