Responsible Digital Finance

1. Responsible Digital Finance
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University Meets Microfinance panel session

2. The bright and dark sides of Digital Finance
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3. Loan Disbursment - Checks
3
MFI
ClientCredit Officer
Cash
Mobile Money
MFI Client
Agent
 Check book
 Confirmation SMS
 Balance Enquiry
 Agent receipt
 No real-time check, no weekly check,
no monthly check, …, only check at
the end of the cycle (4 months)

4. Clients should know where to get the information
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Clients
Agents
Call Center
Credit OfficersSupport
Associate
Agent Support
PIN Reset
Loan Repayment
issues
Group Leaders
Coordinate on
Agent, float
availability,

5. 
FI should take action once become aware of problems
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6. FI should improve the service, before there is a problem
PDCA cycle repeated to create continuous improvement
Time
Performance
“Continuous”
improvement
Plan
Do
Check
Act

7.  RSP shall cover the:
● Clients
● Agents
● FI staff
 RSP shall cover the different moments of truth:
● Information  Activation
● Regular Loan repayment
● Loan disbursment (and saving)
● Ending
 RSP shall be
● Preventive (Proactive)
● Currative (Reactive)
 RSP shall be done at the most by the front-line; it thus involves the:
● Group Leaders
● Loan Officers
● Agents
● Call Center
Practicle principles for a Responsible Digital Finance
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8. Thanks !
PHB Development – Countries of experience
PHB Development - Offices
Philippe BREUL, Partner
Tel : +32 495 32 32 88
Mail: pbreul@phbdevelopment.com
Skype : pbreul