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Guide GPSE

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Case studies & Field examples

SKS (India) Protects Client Data

Example of a client data privacy policy from SKS.

Télécharger SKS (India) Protects Client Data (154.1 Ko)

15 Tools & Templates

Ressources pour évaluer les indicateurs de Tarification Responsable

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.

Case studies & Field examples

Example Staff Responsibilities for Complaints Resolution

Example of how responsibilities for complaints resolution can be delegated to staff.

Télécharger Example Staff Responsibilities for Complaints Resolution (68.1 Ko)

Publications

Research Indicates that Clients Are Note Informed on Complaints Mechanisms

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

Télécharger Research Indicates that Clients Are Note Informed on Complaints Mechanisms (52.2 Ko)

Case studies & Field examples

Yehu Microfinance Surveys Clients on Which Mecanisms to Create

Description of Yehu Microfinance's approach to designing its complaints mechanism with input from clients.

Télécharger Yehu Microfinance Surveys Clients on Which Mecanisms to Create (43.8 Ko)

Case studies & Field examples

Example Complaint Trends and Operational or Product Improvements to Adress Complaints

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

Télécharger Example Complaint Trends and Operational or Product Improvements to Adress Complaints (64.7 Ko)

Case studies & Field examples

Example Complaints Analysis Report

Provides an example of a complaint report that details not only the complaints but the channels used by clients to complain.

Télécharger Example Complaints Analysis Report (102.3 Ko)

Case studies & Field examples

Using Client Feedback to Improve Communication

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

Télécharger Using Client Feedback to Improve Communication (36.7 Ko)

Publications

COVID-19 Client Interview Tool Data Insights and Recommendations for Funders, FSPs, and Regulators

Summarizes the findings of the surveys conducted with SPTF's COVID-19 interview tool along with the recommendations that came out of the roundtable discussion.

Télécharger COVID-19 Client Interview Tool Data Insights and Recommendations for Funders, FSPs, and Regulators (866.6 Ko)

Guidelines

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

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.

Télécharger Outcomes Management for FSPs_ A proposed standard framework aligned with the SDGs (1,014.2 Ko)

Publications

Outcomes Plenary Presentation: Exploring the connection between SEPM and client outcomes

Presentation 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.

Télécharger Outcomes Plenary Presentation Exploring the connection between SEPM and client outcomes (1.2 Mo)

Guidelines

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

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.

Télécharger Green Inclusive Finance: A Framework for Understanding How Financial Services Can Help Low-Income and Vulnerable People Respond to Climate Change (905.8 Ko)

Guidelines

EU Taxonomy

The EU Taxonomy establishes the technical screening criteria for determining the conditions under which an economic activity qualifies as contributing substantially to climate change mitigation or climate change adaptation and for determining whether that economic activity causes no significant harm to any of the other environmental objectives.

Télécharger EU Taxonomy (1.6 Mo)

Guidelines

A Guide to Digitalization: Steps to Launch Digital Financial Services with a Client-Centric Approach

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

Télécharger A Guide to Digitalization (526.8 Ko)

Case studies & Field examples

Case Study: Fundación Espoir Bringing ‘Espoir’ (hope) to Ecuadorian Women Microentrepreneurs During COVID-19

This case study details the outcomes of gender-focused COVID-19 market research and an internal gender assessment carried out by Value for Women with Fundación Espoir in Ecuador.

Télécharger Case Study Fundación Espoir Bringing ‘Espoir’ (hope) to Ecuadorian Women Microentrepreneurs During COVID-19 (744.1 Ko)

Guidelines