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Guide GPSE
Découvrez notre Guide de Gestion de la Performance Sociale et Environnementale
En anglais
Toutes les ressources
Case studies & Field examples
Tujijenge Displays a Customer Service Charter
Example of Tujijenge's customer services charter which explains client rights and what they should expect from Tujijenge as well as providing contact information for complaints.
Guidelines
Smart Campaign Compliance Criteria for Code of Conduct
Providers guidance on what a code needs to include and how it must be communicated and staff trained.
Case studies & Field examples
Gatsby Microfinance LTD. Provides Transparent Loan Information
Provides an example of how Compartamos Bank communicates the code of conduct to staff and clients.
Tools & Templates
Key Facts Documents for Loan Clients
Example of a key facts document to accompany the full loan documents.
Case studies & Field examples
Partner Microcredit Foundation Uses Internal Audit to Detect Risk Lending
Briefly describes Partner Microcredit's approach to detecting overindebtedness risk through its internal audit function.
Guidelines
Smart Lending: Client Protection in the Group Loan Process--An Overview for Incorporating Client Protection Practices into
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.
Guidelines
Avoidance of Over-indebtedness: Guidelines for Financial and Non-financial Evaluation
A tool for financial service providers that want to incorporate good client protection practices into their evaluation processes for individual loan clients. Specifically, the tool provides guidelines for determining a loan applicant’s capacity and willingness to repay a loan. A careful evaluation process is critical to avoiding client overindebtedness, the situation in which a client cannot repay a loan without sacrificing his or her quality of life.
Case studies & Field examples
Musoma Investigates and Addresses Causes of Over-Indebtedness
Explains the actions that Musoma took to reduce over-indebtedness when it noticed that many of its clients were selling or forfeiting assets to pay off loans.
Case studies & Field examples
ESAF Rewards Staff for Achieving SPM Targets
ESAF built a branch-level incentive system that incorporates social targets, SPM audit and client satisfaction metrics among other elements.
Case studies & Field examples
Ujjivan Incentivizes Customer Service
Description of how Ujjivan incorporates social metrics and customer care into its staff incentive system.
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