Ressources

This briefing offers guidance on how to ensure that social performance is included in strategic planning processes, as well as how to address three key challenges: clarifying long-term social goals, specifying short-term social objectives, and underpinning its social intentions with appropriate measurement systems.

Imp-Act/MicroSave Strategic Planning Guidance Note

This case study describes Koperasi Mitra Dhuafa’s (KOMIDA) journey to improve its implementation of the Universal Standards for Social Performance Management (“Universal Standards”).

Case study of KOMIDA: A Journey to Implement the Universal Standards for Social Performance Management

Describes Fondo Esperanza's comprehensive outcomes management system that emphasizes the collection of accurate, relevant data that are reported widely to both internal and external stakeholders.

Case Study - Fondo Esperanza: Using Outcomes Data to Drive Performance

This brief summarizes Fundación Génesis Empresarial's experience developing a client outcomes management system by client segment as presented during the SPTF Outcomes Working Group meeting 17 Jan 2018.

Génesis Empresarial Implements Client Outcomes Management by Client Segment

Powerpoint presentation at the 2022 European Microfinance Week featuring insights from Cerise, 60 Decibels and Oikocredit regarding aligning outcomes indicators with practices and the SDGs.

The Drivers for Better Outcomes: How Social and Environmental Performance Management practices

Session notes from the 2022 Cerise+SPTF annual meeting featuring speakers from BBVA Microfinance Foundation, Cerise, 60 Decibels and Microfinanzas Rating discussing key outcomes debate questions based on evidence from the industry.

Outcomes Plenary Session Notes: Exploring the connection between SEPM and client outcomes

Summarizes presentations and discussion from the Oct 2014 outcomes working group session discussing theory of change. Shares thinking about a what a theory of change is, how it can be used, a typical theory of change for microfinance.

Summary of Outcomes Working Group Session on Theory of Change

Brief from the Outcomes Working Group in which Freedom from Hunger presents its work on developing a menu of outcomes indicators based on key themes from theories of change for financial service providers. It also shares a preliminary list of indicators development by the MCWG.

Selection of Outcomes Indicators

Example of an SPM Committee Charter with roles and responsibilities from Fonkoze in Haiti.

Sèvis Finansye Fonkoze SPM Commitee Charter

Description of how NWTF orients its board to its SPM responsibilities and social performance targets.

NWTF Orients the Board on SPM

Describes a case in which IDEPRO used social performance data to identify unmet needs and build and monitor a new program to respond to those needs.

IDEPRO (Bolivia) Takes Corrective Action and Launches PRO-CADENAS

Description of the social performance KPIs that KASHF Foundation set for its COO and how they did it.

KASHF Foundation Sets Social Performance Indicators as KPIs for Its Chief Operating Officer

Description of how CASHPOR used negative social outcomes data to shape a reponse to reduce risk and increase impact.

CASHPOR Identifies a Social and Financial Risk

KASHF Foundation interivews a sample of clients to help monitor risks.

KASHF Foundation Monitors Risk Using Client Interviews

Example illustrating how FUNDESER uses HR policies to highlight and prioritize staff-client relationships and staff well-being and development.

FUNDESER Strengthens HR Policies

Definition and explanation of a living wage.

Paying a Living Wage

Guidance on the types of safety equipment and processes that should be in place to satisfy 5.A.3.3.1 and 5.A.3.3.2.

Health and Safety Guidance for 5.A.3.3.1 and 5.A.3.3.2

Detailed guidance on protecting vulnerable groups such as children, migrants, etc.

Guidance on Protection of Vulnerable Groups

Explanation and definitions of the key components of a complete job description.

Elements of a Job Description

Example of how FINCA Peru handles employee grievances.

Finca Peru Grievance Mechanism

NRSP's grievance mechanism employs several good practices to  address employee concerns quickly and enhance employee satisfaction overall.

NRSP in Pakistan Responds to Employee Grievances

Criteria for aligning employee satisfaction and exit survey processes and practices with the USSEPM.

Guidance for Disaggregated Employee Satisfaction Survey and Results-Sharing

Al Majmoua mixes classroom based training with field-based training to achieve greater consistency in quality of service and application of policies.

Al Majmoua Trains Employees on SPM Topics

Examples of typical social performance management-related responsibilities and sample criteria that can be used to evaluate performance.

Sample Loan Officer SPM Evaluation Criteria Table

ESAF built a branch-level incentive system that incorporates social targets, SPM audit and client satisfaction metrics among other elements.

ESAF Rewards Staff for Achieving SPM Targets

Examples of different types of indicators and criteria that can be incorporated in loan officer evaluations to integrate a social performance lens into the evaluation.

Examples of Social Variables for Incentivizing Employees

Description of how Ujjivan incorporates social metrics and customer care into its staff incentive system.

Ujjivan Incentivizes Customer Services

Briefly describes SKS and Equitas' policies and protocols for handling and protecting client data.

SKS and Equitas Protect Client Data

Grameen Foundation’s Recruitment and Selection Toolkit

Grameen Foundation's Recruitment and Selection Toolkit

Training manual developed and used by MicroLoan Foundation to on-board and training new loan officers. Includes training on values and mission of the organization as well as the functions of the loan officer job.

MicroLoan Foundation Loan Officer Induction Training Manual 2019

This brief case provides an example of Komida's (Indonesia) social goals showing how outputs relate to desired outcomes.

Defining Social Goals : Guidance and an Example from Komida

Examples of how particular products and services are related to and contribute to a provider's social goals.

How Products and Services Serve the Provider's Social Goals

Recommendations on the qualities and characteristics that good outcomes indicators should have.

Criteria for Outcomes Indicators

Explains the process KASHF Foundation used to select indicators for its social dashboard.

KASHF Foundation Selects Social Indicators for Its Social Dashbord

Table summarizing the meaning of the SMART acronym and how to use it to set better social goals and targets.

Make Your Targets S.M.A.R.T

Description of Friendship Bridge (Guatemala)'s segmentation of its client by poverty level.

Friendship Bridge (Guatemala) Client Segmentation by Poverty Profile

Comment bien remplir la section Org. Info. dans SPI Online ? Astuces et bonnes pratiques à destination des utilisateurs.

Audit SPI - Astuces et conseils pour compléter Org Info

Un modèle de lettre pour présenter l’audit SPI aux partenaires.

Modèle pour audit SPI - Lettre de présentation

Vous êtes prêts à présenter les résultats préliminaires de votre évaluation SPI à la direction de l’institution : voici un modèle de présentation pour une réunion de restitution des résultats.

Modèle pour audit SPI - Réunion de restitution

Utilisez cette liste de questions comme guide pour préparer les entretiens pour l’audit SPI avec les différents chefs de départements.

SPI Audit - Guide for interviews (English only)

Ce document détaille les documents que vous devez consulter pour une évaluation, des suggestions d’interviews et questions d’entretien et les données SIG à collecter.

Audit SPI - Liste de contrôle

L’objectif final d’un audit SPI est d’améliorer les pratiques en GPSE. À la fin de l’audit, nous encourageons à élaborer un plan d’action qui priorise les actions d’amélioration. Voir l’exemple de plan d’action ci dessous.

Modèle pour audit SPI - Plan d'action

Provides an example of how MicroLoan Foundation used information that it wasn't reaching its target clients to adjust product design and staff training.

MicroLoan Foundation Responds to Missed Outreach Targets by Reducing Barriers

Field example defines overindebtedness as a situation in which a client has to make sacrifices in order to pay his/her debt rather than an absolute state and provides examples of the types of market conditions that create a greater risk of overindebtedness.

Conditions that Create a Heightened Risk of Over-Indebtedness

Provides an example of how Compartamos Bank communicates the code of conduct to staff and clients.

Gatsby Microfinance LTD. Provides Transparent Loan Information

Providers guidance on what a code needs to include and how it must be communicated and staff trained.

Smart Campaign Compliance Criteria for Code of Conduct

Provides examples of discriminatory behavior by staff toward clients.

Examples of Discriminatory Policies and Staff Behaviors

FINCOMMUN developed a "Collections with Dignity" policy. This case provides a description of their policy and the impact it has had on FINCOMMUN

FINCOMUN Introduces a "Collection with Dignity" Policy

Provides an example of a rescheduling policy that details how and under what conditions a client's loan may be rescheduled.

Sample Rescheduling Policy

La Dimension 6 des Normes Universelles pour une Croissance et des Rendements Responsables évalue la tarification responsable à l'aide d'une combinaison d'indicateurs quantitatifs. Ces indicateurs permettent de déterminer si une institution financière se situe dans la fourchette de performance acceptée pour le taux d'intérêt effectif, le ratio des charges d'exploitation, le ratio des charges pour pertes sur prêts et le rendement des actifs. Les ressources qui suivent vous aideront à effectuer un calcul approfondi et harmonisé de ces ratios.

Brief on results of a SMART Campaign study showing most clients are not aware of complaints mechanisms.

Research Indicates that Clients Are Note Informed on Complaints Mechanisms

Provides examples of common complaints and possible product or service improvements to address them.

Example Complaint Trends and Operational or Product Improvements to Adress Complaints

Provides 2 examples from Delta Bank Panama and Contactar Colombia for how providers have used client feedback to improve communication.

Using Client Feedback to Improve Communication

This report aims to contribute to building a framework of actionable indicators based on the SDG targets that can answer the need for a simple, credible methodology to monitor outcomes.

Outcomes Management for FSPs_ A proposed standard framework aligned with the SDGs

This publication identifies the different financial products and services that can help mitigate adverse impacts on the environment, strengthen resilience against climate-related shocks, and support adaptation to climate change and transition to new livelihoods. It reviews their effectiveness in reaching these objectives, using key results from different impact studies.

Green Inclusive Finance: A Framework for Understanding How Financial Services Can Help Low-Income and Vulnerable People Respond to Climate Change

Guide details a client-centric approach to digitalization based on the experiences of a group of Ecuadorian providers.

A Guide to Digitalization

The complete manual of the Universal Standards for Social and Environmental Performance Management, as of February 2022.

USSEPM English Manual - Feb. 2022

Survey used by Chamroeun to under the impact COVID-19 was having on its staff.

Chamroeun Staff Covid-19 Impact Survey Report

Guidance on why and how to collect and use client exit data.

Learning from Exit Clients: SPTF Guidance Note, Issue 6

Describes how Friendship Bridge segmented its clients into 3 different profiles and developed personas for each.

Friendship Bridge Segments Clients to Create Personas

Detailed case study of Hermandad de Honduras' process to developand test digital loan application and approval system.

Responsible Digital Transformation - the case of Hermandad de Honduras in English

Exceprt from Outcomes Management for FSPs: A proposed standard framework aligned with the SDGs that shares insights derived from 4 financial service providers' analysis of their transactional data.

Insights from Transactional Data

Provides a list of questions that can be answered from client exit data along with their implications for products and operations.

Using Exit Data to Inform Product Design and Improve Operations

Provides a definition of a representative sample and a link to a sample size calculator.

Definition of a Representative Sample

This tool discusses how financial institutions (FIs) can design exit survey tools, collect exit data, and use them for designing and improving products and services. It explains a five-step process for developing, introducing, and using an exit survey. FIs with existing exit surveys can use the tool to rethink and strengthen their current tool. Those without an existing tool can use it to understand their options and design a tool.

Collecting and Using Client Exit Data

Field example showing how Komida used client data to inform product design.

Komida Uses Data-Driven Product Design

Brief field example explaining how VisionFund Uganda modified is mix of product offerings after identifying 2 barriers to women clients accessing their products.

VisionFund Uganda Reduces the Barriers to Financial Inclusion Through Product Term Changes

Brief field example of how Fundación Génesis Empresarial developed its new delivery channel with client preferences in mind.

Génesis Locates Point of Sale Devices in Client Businesses

The CGAP Customer Experience Toolkit equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.

Customer Experience Toolkit

Presentations used in a webinar on Dimension 3 of the Universal Standards, Client-centric Products and Services, and in particular on using client feedback to inform product design. Representatives from Entrepreneurs du Monde and its partner Anh Chi Em (ACE), located in Vietnam, discuss a recent client satisfaction survey that ACE implemented and how they are applying survey results to future product decisions. Representatives from the Terwilliger Center of Habitat for Humanity International and from Negros Women for Tomorrow Foundation (NWTF), located in the Philippines, share lessons learned from their work to develop a new housing product, focusing in particular on the product design phase.

SPM Essentials: Using Client Feedback to Inform Product Design Presentation

Provides a template for a good Key Facts Document as well as an example of a bad document.

Key Facts Document Worksheet and Example

This example explains how Friendship Bridge manages its foreign exchange risk without transfering this risk to their clients.

Friendship Bridge Manages Foreign Exchange Risk

Table sharing examples of different types of insurance products, the client data to be collected to design them, and features that respond to client needs.

Insurance Product Based on Clients Needs

A brief example of how MUSOMA in Tanzania adapted its savings product to meet client needs and promoted voluntary savings.

MUSOMA Uses Savings to Help Clients Reduce Risk and Manage Anticipated Needs

Un aperçu général des 7 nouveaux outils d'évaluation et leur fiches produits.

A tool for MFIs that want to incorporate good client protection practices into their group lending process. The tool is applicable to a wide range of credit methodologies, and can be adapted for use by MFIs employing village banking methodology, Grameen-style “group of groups” methodology, and other forms of group lending.

Smart Lending: Client Protection in the Group Loan Process--An Overview for Incorporating Client Protection Practices into

This study focuses on providing an in-depth understanding of the drivers of overindebtedness (OID) in selected saturated areas, which represent less than 6% of total villages in Cambodia.

Study on the Drivers of Over-Indebtedness of Microfinance Borrowers in Cambodia: An In-depth Investigation of Saturated Area

A tool for financial institutions (FIs) that want to incorporate client protection practices into their group lending process. As group lending continues to be one of the most popular methodologies for delivering financial services throughout the world, this tool should prove useful to scores of financial service providers. The tool is applicable to a wide range of credit methodologies, and can be adapted for use by FIs employing village banking methodology, Grameenstyle “group of groups” methodology, and other forms of group lending. Section I provides guidelines for FIs on group loan product design and staff training. Appropriate product design and adequate staff training do not apply to a specific phase of the group lending process, rather, they provide a foundation for client protection throughout the entire process. Section II divides the group lending process into five key phases and identifies good client protection practice for each phase. The five phases are: (1) Client Recruitment and Group Preparation, (2) Loan Application, (3) Evaluation and Loan Approval, (4) Disbursement, (5) Customer Service and Collections.

Smart Lending: Client Protection in the Group Lending Process: An Overview of Client Protection Practices in Group Lending for Financial Institutions

Provides step by step guidance creating a code of ethics.

How to Develop an Institutional Code of Ethics

Example of a code of conduct addressing how staff behaviors should reflect organizational values and commitments.

Code of Consumer Protection: Kashf Foundation

Provides a rationale for non-discrimination, examples of different forms of discrimination and recommendations for addressing and preventing discrimination.

Responsible Treatment of Clients: Practicing Non-discrimination

Detailed policy regarding how employees and third parties are to approach collections under different circumstances. Includes guidance for group loans.

Code of Conduct for Collections and Collections Practices for Group Loans (Swadhaar FinServe, India)

This policy specifically addresses the conduct expected of directors and managers including not accepting gifts or bribes, kickbacks, confidentiality, harrassment and nondiscrimination among other things.

CreditAccess Grameen Code of Conduct for Directors and Managers

Leaflet provided to FINCA Kyrgyzstan clients that clearly explains what employees may and may not do and how clients may complain.

Leaflet for FINCA Kyrgyzstan Clients on Rights and Responsibilities

Case describing system of training and staff mentoring that seek to ensure alignment and adherence to code of ethics among Compartamos staff even in the face of rapid growth.

Building Institutional Culture Around a Code of Ethics at Compartamos ARABIC كومبارتاموس: بناء ثقافةمؤسسية حول الميثاقالأخلاقي

Table provides recommendations for different external factors to analyze, how to analyze them, and sources of information.

Analyze External Factors to Inform your Growth Policy

Example of a privacy statement and data privacy agreement that can be adapted to local laws and norms.

Sample Data Privacy Agreement and Sample Privacy Agreement

Describes FINCA Azerbaijan's client data privacy system including secure storage and protocols for physical files, data use disclosures, client consent, confidentiality requirements, staff training and digital data security protocols.

FINCA Azerbaijan Protecting client privacy, increasing client trust

This document is an excerpt from a training for branch managers on the Customer Grievance Redress system for Svasti Microfinance in Inda. It includes a flowchart describing the way the complaint is handled depending on the nature and content of the complaint.

Mechanism for complaint resolution (Svasti Microfinance, India)

Evaluate potential risks and unintended consequences of harmful work for children (child labor) and adults within specific contexts, programs, and women’s businesses. To raise awareness and encourage action of women's economic empowerment actors to diagnose and mitigate safety and health risks within women’s businesses.

RICHES Toolkit, Phase 1: Risk Assessments - Evaluating Your Organization’s Risks of Harmful Work for Children and Adults

Le site web FIRST for Sustainability propose une série de fiches sectorielles qui identifient le niveau de risques environnementaux et sociaux pour 28 secteurs clés.

Risques environnementaux et sociaux par secteur d’activité fiches sectorielles

Describes the system upgrades performed by Caja Morelia to increase data security and protect client data and privacy. Is drawn from a more in-depth case "Customized IT at Caja Morelia Safeguards Client Data".

Caja Morelia Valladolid Protects Client Data

Fictionalized story based on real events in India that demonstrate the risks of using client data and images without consent

How Unauthorized Data Sharing Can Hurt Your Institution

Explains a method for using Global Findex data to estimate the market size.

Using Global Data to Calculate Market Potentital

Briefly explains how Incofin's investment strategy takes into account different definitions of "responsible growth" according to financial service provider and market conditions.

Incofin Defines Responsible Growth

Brief summary of the experience of the 4 largest microfinance providers in Bangladesh each individually taking action to limit growth. Though they couldn't agree on collective action, their individual actions helped avert an over-indebtedness crisis in 2008.

Over-indebtedness Case Study Bangladesh

Ce document fournit des conseils techniques sur la fixation d'un taux d'intérêt durable, le calcul du taux d'intérêt effectif et la transparence des prix.

CGAP Occasional Paper 1 Les taux d'intérêt applicables aux microcrédits

“Smart Microinsurance” is designed specifically for microfinance institutions (MFIs) that serve as intermediaries, offering microinsurance products provided by

Smart Microinsurance-An Overview for Microfinance Institutions on Incorporating Client Protection Practices into Microinsurance

This brief case provides an example of how Equitas has set policies regarding profits and their use and discloses these to investors at the beginning of their relationship.

Equitas Micro Finance Sets Profit Policies and Aligns Management and Investor Expectation

Graphic showing the key components over which an FSP has control and which determine its pricing.

Components of Responsible Pricing

This handbook is a culmination of the learnings and knowledge that came out of from the African Microfinance Pricing Transparency Leadership Forums that were organized in Nairobi, Kenya in 2011 and 2013.  While this resource was developed essentially to provide African policy makers with policy recommendations on pricing transparency issues, it can certainly be used by a wide range of industry stakeholders. The first chapter of this handbook describes various complications of interest, while chapter two details other elements that add to and affect the true price of a loan. Chapter three explains price caps providing information on some of the theoretical approaches to price caps and  the impact of price caps on product offering.  While the first three chapters of the handbook review the effects of many pricing design options on the true price of a loan, chapter four, the last chapter of the handbook, examines how a  true price should be disclosed.

Microfinance TRAPS The Microfinance Transparent Pricing Supervision Handbook

Manual completo de los Estándares Universales para el Desempeño Social y Ambiental.

USSEPM Spanish Manual - Feb. 2022

This presentation accompanies a webinar discussing how to use your existing client data to reveal actionable insights. Specifically, in analyzing financial behavior by client segment, you can uncover trends in product uptake and use by your clients and use that information to improve performance. The speakers are Mariano Frontera, Director Ejecutivo of Fundación Dominicana de Desarrollo, and Jacobo Menjovsky, independent data analyst.

SPM Essentials: Use what you have: Discovering client insights in your existing data Presentation

Dimension 2 of the Universal Standards focuses on leadership's role in creating a culture of commitment to SPM. This presentation accompanied the webinar sharing the experiences of two FSPs who have taken steps to do this by exploring how better to meet the needs of female employees and customers. In collaboration with Grameen Foundation, CREDICAMPO of El Salvador and ODEF Financiera of Honduras participated in a training and a rapid assessment that focused on gender-related risks and opportunities and are now applying lessons learned to their policies and practices.

SPM Essentials: Practical ways to address gender-related risks at your organization Presentation

La Dimensión 2 de los Estándares Universales se enfoca en el papel del liderazgo en la creación de una cultura de compromiso con la GDS. Este resumen comparte las experiencias de dos proveedores de servicios financieros que han tomado medidas para hacer esto al explorar cómo satisfacer mejor las necesidades de las empleadas y clientes. En colaboración con la Fundación Grameen, CREDICAMPO de El Salvador y ODEF Financiera de Honduras participaron en una capacitación y una evaluación rápida que se centró en los riesgos y oportunidades relacionados con el género y ahora están aplicando las lecciones aprendidas a sus políticas y prácticas.

Los aspectos esenciales de la GPS: Formas practicas de abordar los riesgos relacionados con el genero en su organización Resumen

This brief summarizes the webinar in which speakers from AMK (Cambodia) and GM Bank (Philippines) share the specific ways in which they integrate client-centric decisions into their budget and business plans, and how they engage with socially committed investors. A representative from Dia Vikas shares how Dia promotes social performance through its investments. SPTF’s Amelia Greenberg describes how dimension 6 of the Universal Standards has been revised to strengthen and clarify the management practices connected with a responsible use of profits.

SPM Essentials: Responsible Use of Profits Brief

Cette note résume le webinaire dans lequel des intervenants d'AMK (Cambodge) et de GM Bank (Philippines) partagent les manières spécifiques dont ils intègrent les décisions centrées sur le client dans leur budget et leurs plans d'affaires, et comment ils s'engagent avec des investisseurs socialement engagés. Un représentant de Dia Vikas explique comment Dia promeut la performance sociale à travers ses investissements. Amelia Greenberg de la SPTF décrit comment la dimension 6 des Normes universelles a été révisée pour renforcer et clarifier les pratiques de gestion liées à une utilisation responsable des bénéfices.

L'Essentiel de la GPS: Utilisation responsable des bénéfices résumé

Employee satisfaction and feedback are an often-overlooked asset for your business. Employees know the most about your customers and can be a wealth of ideas for improving your operations and human resource development. Are you making the most of their feedback? This presentation accompanies the webinar that explores these questions with speakers from Fundación Paraguaya, Crystal (Georgia), and VisionFund Mexico.

SPM Essentials: Listening to Employees as a Business Strategy Presentation

La satisfacción y los comentarios de los empleados son un activo que a menudo se pasa por alto para su empresa. Los empleados saben más acerca de sus clientes y pueden ser una gran fuente de ideas para mejorar sus operaciones y el desarrollo de recursos humanos. ¿Estás aprovechando al máximo sus comentarios? Esta nota resume el webinar que explora estas preguntas con panelistas de Fundación Paraguaya, Crystal (Georgia) y VisionFund México.

Los aspectos esenciales de la GPS: Escuchar a los empleados como una estrategia de negocios resumen

Este resumen de un seminario web sobre la Dimensión 3 de los Estándares universales, Productos y servicios centrados en el cliente, y en particular sobre el uso de los comentarios de los clientes para informar el diseño del producto. Representantes de Entrepreneurs du Monde y su socio Anh Chi Em (ACE), con sede en Vietnam, analizan una encuesta reciente de satisfacción del cliente que implementó ACE y cómo están aplicando los resultados de la encuesta a futuras decisiones sobre productos. Representantes del Terwilliger Center of Habitat for Humanity International y de Negros Women for Tomorrow Foundation (NWTF), ubicados en Filipinas, comparten las lecciones aprendidas de su trabajo para desarrollar un nuevo producto de vivienda, centrándose en particular en la fase de diseño del producto.

Los aspectos esenciales de la GPS: Uso de los comentarios de los clients para informar el diseno del producto Resumen

Presentation accompanying the ILO and SPTF co-hosted webinar to discuss how financial service providers can improve social performance through the right employee recruitment, incentives, training, and ongoing communication about the organization's progress toward achieving its social goals. The featured speakers were Alia FARHAT of Al Majmoua (Lebanon), Andrija DRAGANIC of MonteCredit (Montenegro), and Sandhya SURESH of ESAF Small Finance Bank (India).

SPM Essentials: Developing Employee Capacity to Achieve Your Social Mission Presentation

Cette note résume le webinaire co-organisé par l'OIT et la SPTF pour discuter de la manière dont les prestataires de services financiers peuvent améliorer les performances sociales grâce au recrutement, aux incitations, à la formation et à la communication continue des employés sur les progrès de l'organisation vers la réalisation de ses objectifs sociaux. Les conférenciers invités étaient Alia FARHAT d'Al Majmoua (Liban), Andrija DRAGANIC de MonteCredit (Monténégro) et Sandhya SURESH de ESAF Small Finance Bank (Inde).

L'Essentiel de la GPS: Developpement des capacites de vos employes pour realiser votre mission sociale résumé

Presentation accompanying a webinar jointly organized by SPTF and the ILO, speakers from Wing (Cambodia), and FINCA DRC addressed how to manage human resources responsibly during digital transformation, how to motivate and support employees for success when their job roles and responsibilities are shifting, and how HR structure and management is different in a digitalized FSP versus a traditional financial institution.

SPM Essentials: Help Your Employees Adapt to Digital Transformation Presentation

Case describing system of training and staff mentoring that seek to ensure alignment and adherence to code of ethics among Compartamos staff even in the face of rapid growth.

La construction d’une culture institutionnelle autour d’un code de déontologie à Compartamos

La Taxonomia UE establece los criterios técnicos de selección para determinar las condiciones en las que se considera que una actividad económica contribuye de forma sustancial a la mitigación del cambio climático o a la adaptación al mismo, y para determinar si esa actividad económica no causa un perjuicio significativo a ninguno de los demás objetivos ambientales.

Taxonomia UE

Resumen de un seminario web organizado conjuntamente por SPTF y la OIT, los oradores de Wing (Camboya) y FINCA DRC abordaron cómo administrar los recursos humanos de manera responsable durante la transformación digital, cómo motivar y apoyar a los empleados para el éxito cuando sus funciones y responsabilidades laborales están cambiando, y cómo la estructura y gestión de recursos humanos es diferente en un proveedor de servicios financieros digitalizado frente a una institución financiera tradicional.

Los aspectos esenciales de la GPS: Ayude a sus empleados a adaptarse a la transformacion digital

La dimension 2 des normes universelles se concentre sur le rôle du leadership dans la création d'une culture d'engagement envers la GPS. Cette note partage les expériences de deux PSF qui ont pris des mesures pour y parvenir en explorant comment mieux répondre aux besoins des employées et des clientes. En collaboration avec la Fondation Grameen, CREDICAMPO d'El Salvador et ODEF Financiera du Honduras ont participé à une formation et à une évaluation rapide axées sur les risques et opportunités liés au genre et appliquent désormais les enseignements tirés à leurs politiques et pratiques.

L'Essential de la GPS: Des moyens pratiques pour aborder les risques lies au genre

SPI Online est une plateforme de ressources et d'outils, développée par Cerise+SPTF pour évaluer et renforcer la gestion de la performance sociale et environnementale des organisations à impact. Le 7 février 2023, nous avons organisé deux séances de démo technique sur les outils et les ressources de cette plateforme innovante. Des séances en français et en anglais, pour explorer dans le détail les puissantes fonctionnalités des 7 nouveaux outils d'audit alignés avec les Normes Universelles 3.0.

This document shared by CreditAccess Grameen (India) provides a good example of what can be defined as an environmental policy (in addition to social and governance). It focused in particular on environmental and social risk management, waste management, energy management, procurement practices, and ESG disclosure and reporting.

Creditaccess Grameen Environmental, Social & Governance Policy

Estas hojas, extraidas del manual de crédito de Fondesurco, presentan las caracteristicas su producto financiero para acceder a tecnologías de energía renovable y eficiente.

FONDESURCO Perú: Manual y Política Crédito Fonde Energía

Este informe compartido por Fondesurco (Peru) presenta de qué manera la institucion integra la dimension ambiental en su vision y su estrategia, y cuales actividades se implementaron en el 2021 o se planifican para alcanzar estos objectivos ambientales (gestion ambiental interna, créditos verdes, créditos FondeEnergía, capacitaciones en buenas prácticas agrícolas, etc.). Es un buen ejemplo de como una institucion puede monitorear y comunicar sobre sus esfuerzos en términos de gestion de desempeño ambiental.

FONDESURCO Perú: Informe del comité ambiental

Cet article illustre de quelle manière Assilassimé Solidarité, au Togo, met en œuvre sa gestion de la Performance Environnementale, avec un focus particulier sur l'agriculture durable et les énergies renouvelables.

Assilassimé Togo: Gestion de performance environnementale en pratique #1

Esta guía práctica incluye hojas informativas sectoriales para ayudar al personal de la IMF a identificar los principales riesgos sociales y ambientales de 24 sectores clave (por ejemplo, agricultura, pesca, restaurantes, transporte, artesanías, etc.). Cada hoja informativa también ofrece áreas de mejora para sugerir a los clientes.

Pautas de gestión social y ambiental para instituciones de microfinanzas--Parte B Guía de campo

This document is used by ESAF Small Finance Bank in India to monitor the performance of its branches in terms of reduction of adverse impacts on the environment and promotion of eco-friendly practices. The checklist is used to audit branches every year and provide them with a score on their green performance. Awards are provided to best performing branches.

ESAF Green Protocol Audit Scorecard

This document shared by First MicroFinance Bank Pakistan is a good example of framework defining the key climate risks to which an FSP can be exposed and their impacts, and possible mitigation strategies (pre/during/post disaster), such as: climate risk mapping at branch level, clients' vulnerabilities assessment, portfolio diversification, additional provision reserve, disaster fund, awareness-raising, dedicated financial products, etc.

First Microfinance Bank Pakistan Climate Risk Management Framework

Cet article illustre de quelle manière CRECER IFD, en Bolivie, met en œuvre sa gestion de la Performance Environnementale, avec un focus particulier sur l'évaluation de son empreinte carbone et la création d'une culture d'entreprise autour des sujets environnementaux.

CRECER IFD Bolivie: Gestion de performance environnementale en pratique #4

This article illustrates how UBTEC, in Burkina Faso, implements Environmental Performance Management in practice, with a particular focus on assessing and promoting agroecological practices.

UBTEC Burkina Faso: Environmental Performance Management in Practice #2

Este articulo muestra como UBTEC, en Burkina Faso, implementa la Gestión del Desempeño Ambiental en práctica, con un enfoque particular en la evaluacion y promocion de practicas agroecologicas.

UBTEC Burkina Faso: Gestion del desempeño ambiental en práctica #2

Cet article illustre de quelle manière Enda Tamweel, en Tunisie, met en œuvre sa gestion de la Performance Environnementale, avec un focus particulier sur l'offre de produits financiers verts pour la gestion des déchets et les énergies renouvelables.

Endatamweel Tunisie: Gestion de performance environnementale en pratique #3

This publication by Enclude summarizes the latest thinking about the role of Green Inclusive Finance, the state-of-affairs (as of 2015), and emerging trends.

Green inclusive finance - Status, trends and opportunities

This document looks at the types of risks incurred by financial institutions that ignore environmental concerns, and offers social and environmental management mechanisms to address these risks, based on the experience of DID.

DID Reference Framework - Environment

This publication presents the factors of success that distinguish ten initiatives from FSPs aiming at strengthening resilience to climate change (at client, staff and institution level). These initiatives were all shortlisted for the 2019 European Microfinance Award.

Adapting to a New Normal - Strengthening Resilience to Climate Change: Best Practices from the European Microfinance Award 2019

This note, published by IFAD, synthesizes the lessons learned worldwide in inclusive rural finance projects focused on access to renewable energy technologies.

Access to finance for Renewable Energy technologies - Lessons learned