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Rabo Development & Sustainable Distribution

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Presentation @ a SWIFT conference in Brussels, Belgium, 28 September 2012

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Rabo Development & Sustainable Distribution

  1. 1. Rabo Development &Sustainable DistributionHow Rabo Development is Using Mobile, Branchless Banking Formulas to ChangeAccess to Financial Services in Sub-Saharan AfricaA few slides on mobile banking and payments within RaboDevelopment partner banks.Dan Armstrong, 28 September 2012
  2. 2. Rabobank Group World-Wide KeyRabobank Group Rabo Development 48 countries, 59.000 employees Rabo International – Retail & Wholesale  Partner Banks: Brazil, Paraguay, Zambia, Tanzania, Rwanda, Mozambique, China Robeco, Sarasin, Orbay, Obvion, Interpolis, Rabo International - Wholesale Lage Landen, Athlon , etc.  Projects: Egypt, Malaysia, Vietnam, Rabo Development Kazakhstan, Pakistan, Ukraine, Malawi, Main focus on food and agri-banking, India, Botswana, Peru,. Cameroon, etc. cooperative banking, and retail Rabobank Foundation
  3. 3. Banking and Banking Usage Trends Alternative Traditional Physical Virtual
  4. 4. Distribution in Our Developing Markets Banked Customers Time
  5. 5. Some MFS Rabobank has launched in NL 2003-2012
  6. 6. Other Rabobank and Partner MFS Apps, Trials,Products
  7. 7. But really, what do our developing markets expect froma wallet?  A place to store cash?  A place to store payment tokens?  A place to store other tokens?  A personal object?  A private object?  Something small enough to be portable/mobile?  … but … do people need a physical object?
  8. 8. Then, what do our developing markets expect from atransaction device?  Identification of myself, my rights and capabilities, memberships.  Identification of myself, an authentication tool for payment.  Secure, multi-factor  Tamper-resistant/evident  Personal and private  Easy to use  … but … do people need a physical object?
  9. 9. Generating Successful Formulas Currently has / uses another financial product Too poor Target / Does not have Excluded by Addressable access to the design Market product Excluded by default Does not have / use a financial product Does not want the product Has access to the product, but does not use it Potential users Based on: http://www.bankablefrontier.com/assets/pdfs/access-frontier-as-tool.pdf
  10. 10. Zanaco  40+ years of success, growth and stability, successful expansions, privatisation and IPO  650.000 customers, 1.200 employees, 50 branches  Year-on-year profitability, K3 bln in assets, mature risk management regime. Healthy account portfolio including retail, agricultural, SME and corporates.  Transformation to modern banking tools: 100+ ATMs, internet banking, mobile banking
  11. 11. Xapit Instant Banking  Mobile Banking: Launched in late 2008, USSD mobile banking • 250.000+ customers to-date • 20+ bill payment partners, prepaid airtime, etc., 21 transactions per month  Light Account: Also, Xapit „account‟ = welcome pack + mobile banking + ATM card  DSA: Sign-up for an account *444# and get mobile banking and a VISA debit card in 5 minutes.  Agency Banking: 123 ZamPost & 9 independent agency locations  Truck Banking: Zanaco mobile banking vehicles
  12. 12. FMB Fast Account  First Merchant Bank (Malawi) • 19 branches, corporate and retail banking, 600 employees, growing strongly • 1/11 commercial banks in Malawi  FMB Mobile / FMB Fast Account • Launched summer of 2010, 75.000+ customers to-date • Successful to-date – packaging of ATM card, bank account and mobile banking functionality • *** Includes immediate (small) balance on customers’ account, facilitating usage of the new product
  13. 13. Case Study: NMB Tanzania  NMB: National Microfinance Bank Ltd. • Also by-far the largest bank in Tanzania • 1.8 mln customers: regular Tanzanians, all teachers, army, etc. • 400+ ATMs in place, most customers have ATM cards • 150 connected branches (100%)  However, as a former government bank: • Must handle bill payments, salary dispersal and non- customer transactions • Major queue problems
  14. 14. NMB mobile – mobile banking  Dial *155*66# to access  Features: • Balance Inquiry • Mini-Statement • Money transfers to any NMB account NMB mobile • Tanesco Luku Prepaid Electricity Purchase 1. Balance Enquiry 2. Mini-Statement • 3. Money Transfer Vodacom and ZAIN Prepaid Airtime Top-Up 4. Prepaid Services 5. Other Services • NMB Services like ATM card block, settings 6. Help  No need to fill-in forms or visit an NMB branch to sign-up, simply dial *155*66*123#  NMB mobile: • Launched in August 2009 • 550.000+ active customers to-date • All mobile networks, 100% nation-wide coverage • SMS Alerts to 220.000 customers monthly
  15. 15. BPR Rwanda  BPR (Banque Populaire du Rwanda) is by far the largest bank in Rwanda • “Bank of the people” with roots in cooperative and food/agri-banking (>85% of Rwandans are farmers) • 1,3 mln accounts  In 2011, 47/191 BPR branch banks were automated: • Around 150 locations used paper ledgers • Staff may have had no previous experience with computers • Fraud and information integrity are problems • Customers can only bank at one branch location
  16. 16. Bank Branch: RwandaNo power, internet connectivity
  17. 17. Bank Branch: RwandaWaiting for teller cash withdrawals
  18. 18. Bank Branch: RwandaAccounts prior to automation
  19. 19. Bank Branch: RwandaTeller
  20. 20. Bank Branch: RwandaTeller
  21. 21. BPR Mobile Banking  “Project Columbus” • Automated all 191 branches in 11 months • Mobile internet (incl. USB modems, laptops), power • Data migration, training of staff and customers, card distribution  New BPR E-Channels • BPR Mobile Banking (launched 09/2010, 150.000+ customers to-date) • BPR SMS Alerts • BPR ATM Cards • BPR QuickCash ATMs • BPR Call Centre
  22. 22. BPR “Quickcash” ATMs  Quickcash and ATM Cards • 100 BPR ATMs online in 2011 throughout Rwanda (donated by local Rabobanks) • Increased ATM usage through new marketing and promotions, usability campaigns and POS roll-out  New E-Banking Call Centre • BPR call centre successful operating, incl. ACD/call queue system • Inbound and outbound calling to improve usage, sign-ups and customer satisfaction • 650-1.000 calls per day, service level is 85%+
  23. 23. BPR Mobile Banking Mobile Banking 1. Balance Inquiry 2. Mini-Statement 3. Money Transfer (BPR Accounts) 4. Prepaid Airtime • MTN • Tigo (pending) 5. Bill Payments • RECO Prepaid Electricity • StarTimes Africa TV • DStv • MTN Postpaid Bill • Tigo Postpaid Bill (pending) 6. Bank Services • Change BPR Mobile Banking PIN • Change Language • Order Cheque Book 7. Help
  24. 24. BPR Mobile Road Shows & Sign-upSuccess
  25. 25. BPR Mobile Road Shows & Sign-upSuccess
  26. 26. BPR: Simbuka
  27. 27. Thank You!Dan Armstrong, +31652085071 www.rabobank.nldan.armstrong@takashimobile.com www.rabobank.com

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