Pittsburgh Tribune riview
Regional News - Friday, January 5, 2001
PNC to help the blind with ATM transactions
By Michael Yeomans
TRIBUNE-REVIEW
PNC Bank could soon bring human voices to its automated teller
machines to aid blind people.
As part of a tentative agreement with two blind customers who sued the
bank, PNC is developing a system that would allow an ATM customer to
use a cellular telephone to call a customer service agent for help.
Using special computer software, the PNC agent would ensure that the
transaction was completed and the correct amount of cash dispensed.
Other banks around the country also are installing "talking" systems.
PNC's system is the main part of a planned settlement of a lawsuit
filed in June 1999 by the Pittsburgh-based nonprofit Disabilities Law
Project on behalf of two local PNC customers.
"From the time the suit was filed, PNC evidenced an interest in
reaching our mutual goal of providing meaningful access to ATM
machines for visually impaired individuals," Mark Murphy, the group's
deputy director, said Thursday.
"We're not sure if it will provide the appropriate level of access,
but this is an approach that our clients were willing to try."
An initial 30-day test period will involve just the two plaintiffs -
Christine Hunsinger and Mark Senk. They will use their own cellular
phones, or be provided phones by PNC that dial only the bank's 24-hour
customer service center. Both plaintiffs declined to comment, Murphy
said.
If the test is successful, PNC spokesman Patrick McMahon said, the
pilot project would be expanded to 250 ATM machines in the Pittsburgh
and Philadelphia areas, and the bank would solicit all of its
customers to participate.
PNC has about 3,000 ATM machines in 30 states, McMahon said, making it
the sixth-largest bank ATM network in the nation. Almost all PNC
machines in this region include Braille touch pads.
The lawsuit argued for automated voice guidance at the machines.
McMahon said the PNC proposal goes one step further.
"We're offering two-way, not one-way communication," he said.
If, after the development and testing period, the plaintiffs do not
believe it works adequately, the lawsuit would be continued, Murphy
said.
Both sides have agreed to a hearing in U.S. District Court in
Pittsburgh in the second half of this year for final approval of the
settlement.
The Disabilities Law Project, a law firm that provides free legal
assistance to people with disabilities, filed a similar lawsuit
against Mellon Bank in Philadelphia. No settlement has been proposed
in that suit, said Mellon spokesman Ron Gruendl.
Mellon, however, is preparing a pilot program of its own. During the
next two or three months, the bank will introduce an automated
voice-guided system at 10 ATMs in Pennsylvania, including a handful in
the Pittsburgh area. Customers will be able to plug a headset into an
audio jack and receive instructions.
Other banks, including Bank of America, Citibank and Wells Fargo &
Co., have agreed to begin installing or testing ``talking'' ATMs after
other advocacy groups for blind people and others with visual
impairments threatened similar lawsuits.
In March, Bank of America said it would outfit 2,500 of the machines
in Florida and California within three years. Wells Fargo has promised
to offer talking ATMs in 1,500 locations in California by the end of
2003. Customers use headphones that plug into the machines for privacy
and security and a recorded voice tells them which buttons to press.
ATMs in general have offered more services in recent times. Some can
dispense items other than cash, such as stamps. Some PNC machines
dispense phone cards and gift certificates and can cash checks to the
penny and accept deposits without envelopes.
Tony Evancic, a retired, vision-impaired teacher from Oakland not
associated with the lawsuit, said he appreciates the banks' efforts.
"I'm not sold on it, but I applaud what they're doing," he said.
Evancic has never used an ATM, preferring to do his banking inside the
bank.
He said he would worry about being robbed after withdrawing money from
the machine or someone eavesdropping as he entered his personal
identification number.
If the time came when he had to pay to use a regular bank teller,
Evancic said he might reconsider using ATMs.
According to a 1999 survey by the group Lighthouse National, there
were more than 400,000 visually impaired people ages 65 and older
living in Pennsylvania.
Michael Yeomans can be reached at [log in to unmask] or (412)
320-7908. Bloomberg News contributed to this report.
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