Adapting to the digital age: Investigating the frameworks for financial services in modern communities

Abstract

The digital age has brought about a revolution in the way we manage our finances, with more and more financial services moving online. However, not all communities have the same level of digital competency, leading to disparities in access to financial services. This study delves into the digital competencies' framework necessary for financial services to sustain vulnerable communities in the digital era. The COVID‐19 pandemic has accelerated the digital shift, leaving many communities struggling to adapt. The study aims to understand the challenges and opportunities presented by this shift, and how key stakeholders can support disadvantaged communities in developing their digital skills and accessing resources. The “Digital Financial Services Consumer Competency Framework” was identified as most appropriate for the study. Respective governments and other key stakeholders must assist with the development of digital hubs, from which vulnerable communities can access digital skills and resources. The research method used is a systematic literature review of 19 published papers, which were analyzed to generate statistics, visualization maps, and theories for the study. The findings of the study will be used to guide the development of policies to necessitate and encourage community ICT adoption.