■ Outcomes of inclusive finance
In order to provide enterprises and individuals with affordable and sustainable financial
services, to achieve economic inclusive growth, and to promote social equity and welfare,
E.SUN has long been concerned with social issues and is committed
to integrating the spirit of inclusive finance with the financial industry. In addition to
insight into the needs of "small businesses and microfinance institutions" and designing
diversified loan projects correspondingly, E.SUN is also committed to actively improving the
accessibility, usability and service quality of financial services for "disadvantaged and
underserved groups," aiming to make the most suitable financial services available to all
members of society.
■ Small businesses and microfinance
It's clear that SMEs are an important foundation for steady economic growth and a huge
source of jobs. Small businesses with a revenue under NT$50 million, due to its smaller
scale and relatively weak financial system, would require external financial support to
adopt to the changes of the environment and for business expansion. E.SUN has for many years
been helping small businesses grow and develop by providing diversified loan programs for
purposes such as entrepreneurship counseling, factory purchases and operating funds.
■ Expanding "financial service
accessibility"--Friendly and convenient financial services
||Friendly financial services
Resident of remote areas
- E.SUN set up ATMs at highly-frequented locations such as Taiwan Railway
Stations and convenience stores to provide residents in remote areas with
high-quality and convenient services.
- The bank also deployed ATMs in areas with few bank automation equipment
within one kilometer, such as the Family Mart convenience store in Jianshi
Township, Hsinchu County (Jianshi Nahuy Store), the RT-Mart (Taitung Store)
in Taitung City, Taitung County, and Chung Jen Junior College of Nursing,
Health Science and Management in Dalin Township, Chiayi County, etc.
- E.SUN launched the online account opening channel "e-Click opening account."
In 2020, products such as credit cards and securities accounts were
integrated into the account opening process, so that residents in remote
areas can complete the account opening procedures without having to visit a
branch in person as well as apply for a variety of products and enjoy
discounts on interbank withdrawal/transfer fees, foreign currency purchases,
and credit card payments, etc.
- Through E.SUN's mobile banking APP, we provide all customers with fully
digitalized mobile financial services. Customers can conduct real-time
processing of transfers, payment and other daily needs without the hassle of
visiting a branch, monitor personalized accounting information using their
mobile phones, and also decide when and where to purchase foreign currency
and make investment plans. As of 2020, a total of 2.2 million customers have
downloaded the APP.
- It requires financial knowledge and related experiences to spot suitable
wealth management products or allocate one's assets. When financial
consultants assist customers in choosing products, they are often unable to
fully satisfy all customers' financial consulting services due to time,
geographical constraints and limited resources. In 2020, E.SUN pioneered the
"AI Selection of Fund," which is the first AI financial cognition preference
recommendation model built by a member of Taiwan's financial industry. It
can provide individual recommendations for fund targets based on customers'
risk tolerance levels, transaction records and other information, which not
only lowers the threshold and makes investment simpler, but is also
comprehensively and freely provided to all customers so that anyone can
easily use it anytime, anywhere. Since its launch in March 2020 to December,
AI Selection of Fund has accumulated nearly 130,000 users, among which up to
94% of users are the members of general public who are not E.SUN's wealth
management client, signifying that E.SUN has successfully realized the
spirit of undifferentiated, equal and inclusive finance.
Mentally or physically handicapped
|Barrier-free bank counters
|Wheelchair friendly ATMs
|Internet banking/mobile banking
AA grade by Web
online banking /
online banking /
* In 2020, the certification standard
toilets was adjusted from "Conforming to Building Regulations" to "Conforming to
FSC Standards," therefore the number has been slightly modified.
- Accessible facilities: Automated facilities installed at every branch are
not taller than 120 cm and are equipped with voice recognition, alert sound
and lights, and service bell. Responding to regulator's policy guideline to
build a friendly branch environment, all customers with disability can apply
for waiver of ATM cross-bank withdraw fee charges. Each applicant can apply
for one account, and is entitled to 3 withdraws per month.
- Barrier-free for wheelchairs: In 2020, all branches in Taiwan (except the
Nanshan Plaza branch, which is serviced by dedicated personnel) have
completed the deployment of barrier-free counters, and are continuing to
build barrier-free toilets and ramps.
- Service for the hearing-impaired: E.SUN offers online application and
various ways of notification (including SMS and email written
communications). Sign language and other assistive communication methods are
also provided to help the hearing-impaired complete transactions.
- Service for the visually-impaired: The visually-impaired can use
fingerprints and signing symbols to replace their signature for their wealth
management or deposit/remittance
transactions. It is also optional for customers to complete their
transactions by providing a witness or by court notary.
- Online banking obtained AA grade certification by Web Accessibility Standard
2.0 in 2018 a banking friendly section was established in 2019 and
non-designated account transfer and mobile device binding services were
added in 2020. In addition,E.SUN provides voice OTP services for online
banking and mobile banking for customers who have forgotten their account
and password, so that visually impaired customers enjoy access to a friendly
financial service experience.
- Customers with disability can understand more about the accessibility
services provided by the bank through announcements on branch bulletins,
E.SUN's official website, and the Customer Charter. They can also look up
locations of accessible ATMs on the banking association's website.
Foreigner or new immigrant
- ABorderless communication: In response to the policy of "Blueprint of
bilingual country in 2030" and to meet the financial needs of foreigners,
E.SUN is the leading financial institution in Taiwan to set up a bilingual
branch in National Taiwan University. As of 2020, the bank has set up 17
bilingual demonstration counter branches and is continuing to adjust
application forms to bilingual versions. More bilingual services will
continue to be available in the future to be in line with international
- Automation: To provide expats and new immigrants with convenient financial
services, E.SUN has deployed ATMs (including CDM) with bilingual operation
interfaces in locations that expats visit often such as Taiwan Railway
Stations, department stores, colleges and universities, and large medical
- E.SUN Online Banking is available in bilingual (Chinese and English)
versions. Foreign customers can easily cross language barriers and enjoy a
real-time digital financial experience.
|Number of bilingual ATMs
installed in 2020
|Taiwan Railway Stations
Note 1: Definition of resident of remote areas: According to the Ministry of the
Interior, where a local administrative area's density of population is one fifth
lower than the average of the country or off-shore island that is over 7.5 km to
municipalities and county governments. There are 65 administrative areas that
meet the criteria.
Note 2: Definition of persons with disabilities: According to the definition of
the Ministry of Health and Welfare.
Note 3: Definition of new immigrants: As defined by the Ministry of the
Interior, new immigrants are: foreigners, stateless persons, nationals living in
the Mainland China, Hong Kong and Macau married with Taiwanese and those
naturalized with a resident permit in Taiwan.
Note 4: E.SUN provide customers with free deposit accounts, including 77,830
residents in remote areas, 15,653 persons with disabilities, and 173,832
foreigners or new immigrants.
■ Enhancing the "usability of financial
services"--Customized and diversified product services
(1) Inclusive financial products
Low-Income Social Groups
Residential subsidy loan
(Assisting lower income families with home improvement
and home purchases)
and repayment plan
restructuring for families facing incidents)
|Earthquake disaster victims
(Post-disaster reconstruction loan service)
|Total number of
accounts and balance
Underserved Groups/ Underserved Geographies
|Loans for new
(Assisting new immigrants in settling down in response
to government policy)
|Loans to remote
rural areas as defined by
the Ministry of
(Providing financing exclusive to distinct local
businesses, balancing the gap between urban and rural)
(Assisting outstanding students in financing their
|Loans for startup
funding for young
(Assisting young start-up entrepreneurs to build their
businesses and creating a conducive environment)
|Total number of
accounts and balance
more than 1 loan are counted only once)
(2) Inclusive financial innovation services
||Pieces of paper required for
the counter (per case)
||2020 total number
||Saved carbon emissions (tCO2e)
||A full online
account opening channel. In
2020, about 40,000 customers completed
account opening through the website,
14% of the total number of
accounts opened, which is double the number of accounts opened in 2019.
easily apply for credit card
online. In 2020, the number of online
personal credit card applications was more than 470,000,
65% of total
easily apply for loan online.
In 2020, number of online personal loan
applications was more than 85,000,
80% of total applications.
||There were more
than 2,000 applications in
2020 and that is
5% of total cases.
98% of foreign
currency exchange were
conducted online in 2020 with 67.8% of foreign
currency exchange volume.
1,450,000 transactions of mutual
fund subscription were conducted online in 2020,
63% of total transactions.
Note 1: e-Click foreign exchange calculation channel includes 5.001 million online
banking/mobile banking cases and 103,000 E. SUN eBanking cases.
Note 2: Channels calculated under e-Click wealth management include personal online
banking/mobile banking/corporate internet banking/wealth management express, and the
transaction scope includes the signing of the master
agreement, KYC, investment and wealth management (application, transfer and redemption) and
online insurance, etc., with the number of sheets of paper and cases varying based on
different scenarios. In 2020, e-Click wealth management cases achieved total savings of
2.871 million sheets of paper.
Note 3: The carbon reduction of digital products/services is calculated according to the EPA
Taiwan Carbon Footprint, which states that the carbon emissions of one sheet of A4 paper is
0.0076 kg of CO2e.
■ Enhancing "financial risk resistance"--
Financial knowledge promotion and education
The cultivation of correct financial concepts and behaviors, such as the calculation of
income and expense, the understanding of interest and foreign exchange rate, the effect of
compound interest, and the importance of financial discipline, all of which are important
basic financial concepts. E.SUN is committed to improving public financial literacy and
strengthening financial risk resistance through promoting and imparting financial knowledge.