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Rabo Development & Sustainable Distribution

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Rabo Development & Sustainable Distribution

  1. 1. Rabo Development & Sustainable Distribution How Rabo Development is Using Mobile, Branchless Banking Formulas to Change Access to Financial Services in Sub-Saharan Africa A few slides on mobile banking and payments within Rabo Development partner banks. Dan Armstrong, 28 September 2012
  2. 2. Rabobank Group World-Wide Rabo Development Rabo International - Wholesale Rabobank Foundation Rabo International – Retail & Wholesale Rabobank Group  48 countries, 59.000 employees  Robeco, Sarasin, Orbay, Obvion, Interpolis, Lage Landen, Athlon , etc.  Main focus on food and agri-banking, cooperative banking, and retail Rabo Development  Partner Banks: Brazil, Paraguay, Zambia, Tanzania, Rwanda, Mozambique, China  Projects: Egypt, Malaysia, Vietnam, Kazakhstan, Pakistan, Ukraine, Malawi, India, Botswana, Peru,. Cameroon, etc. Key
  3. 3. Banking and Banking Usage Trends Alternative Traditional Physical Virtual
  4. 4. Time Banked Customers Distribution in Our Developing Markets
  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 from a 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 a transaction 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 Target / Addressable Market Does not want the product Potential users Excluded by design Too poor Excluded by default Does not have access to the product Has access to the product, but does not use it Based on: http://www.bankablefrontier.com/assets/pdfs/access-frontier-as-tool.pdf Currently has / uses another financial product Does not have / use a financial product
  10. 10.  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 Zanaco
  11. 11.  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 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 Xapit Instant Banking *444#
  12. 12.  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 FMB Fast Account
  13. 13.  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 Case Study: NMB Tanzania
  14. 14.  Dial *155*66# to access  Features: • Balance Inquiry • Mini-Statement • Money transfers to any NMB account • Tanesco Luku Prepaid Electricity Purchase • Vodacom and ZAIN Prepaid Airtime Top-Up • NMB Services like ATM card block, settings  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 NMB mobile – mobile banking NMB mobile 1. Balance Enquiry 2. Mini-Statement 3. Money Transfer 4. Prepaid Services 5. Other Services 6. Help
  15. 15.  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 BPR Rwanda
  16. 16. Bank Branch: Rwanda No power, internet connectivity
  17. 17. Bank Branch: Rwanda Waiting for teller cash withdrawals
  18. 18. Bank Branch: Rwanda Accounts prior to automation
  19. 19. Bank Branch: Rwanda Teller
  20. 20. Bank Branch: Rwanda Teller
  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. 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 BPR Mobile Banking
  24. 24. BPR Mobile Road Shows & Sign-up Success
  25. 25. BPR Mobile Road Shows & Sign-up Success
  26. 26. BPR: Simbuka
  27. 27. Thank You! www.rabobank.nl www.rabobank.com Dan Armstrong, +31652085071 dan.armstrong@takashimobile.com

Editor's Notes

  • Physical Banking Channels
    Branch Networks
    Self-Service Machines (ATMs, teller machines)
    Partnership Models & Agency Banking
    “Branchless” Banking with Bank-Owned Channels/Personnel
    Vehicle Banks
    Container Banking
    Flash and Capacity-Management Service Channels

    Virtual Service Channels
    IVR Banking and Call-Centre Support / Banking
    Internet Banking (incl. Internet Banking Kiosks)
    Mobile Banking
    SMS Banking and Information Services for Consumers, Farmers, Business
    Merchant and Retail Payments, Support for the Supply-Chain
    Email Banking
    Physical Mail
    Television Banking
    Other Value-Added Services
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