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I congratulate Ms Tan Su Shan on being appointed CEO-designate of DBS in a succession planned to retain the bank’s position as a world-class bank ( Aug 15). In 1998, DBS acquired POSB, which was founded by the colonial government in 1877 to serve the low-income. Ms Tan’s plans to increase and maintain shareholder value and grow wealth management are correctly prioritised. However, the base of DBS customers who are more humble and senior in years do not own DBS shares but have retained their accounts out of loyalty into their old age. They have been swept by the tide of digitalisation initiated by the bank to remain competitive. The vulnerable have been exposed to scams that have resulted in unfortunate outcomes and loss of precious savings. Most have difficulty in the money transfer and payment services. Speaking to customer service on the phone is difficult, and requires one to go through the gauntlet of intricate digital answering that discourages callers, especially those without an appointed relationship manager. I was glad to read that Ms Tan recognises the branch as a source of comfort for older Singaporeans. But a trip to a branch usually means a long queue that can be daunting to an elderly person. Singapore is one of the world’s fastest ageing societies and bank services should be customised for them. As the bank embarks on the next phase of its journey with a new CEO, I hope that DBS will add to its list of social obligations the need to serve the senior customers with more dignity and appreciation for their earlier humble contributions to the bank.  W