ALEXANDRIA, Va.–NCUA has published a new guidebook to help credit unions better meet members’ needs in digital services.
Titled “Going Digital: Strategies for Providing Digital Services,” the guidebook is now available on NCUA’s Small Credit Union Learning Center and provides step-by-step instructions on creating a strategic plan for analyzing members’ needs and tailoring digital products to meet those needs. The guidebook also details potential advantages and disadvantages to members and credit unions.
“Members want greater convenience at less cost, and credit unions need to be prepared to provide mobile services in a way that retains their personal relationship with those members,” Office of Small Credit Union Initiatives Acting Director Martha Ninichuk said in a statement. “This is particularly important to credit unions’ efforts to attract new, younger members. We’ve created a resource guide that explains both the how and the why of offering digital financial services.”
Going Digital also covers the elements of an internal analysis credit unions should perform when considering adopting mobile services, including:
- Costs of offering services and whether they will pay for themselves;
- Providing adequate online security;
- Training staff to use and promote services to members;
- Preparing for changes in the organizational structure
- Managing growth generated by the services.