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Channels & Technology, AccionSeptember 2015
Digital Field Applications:Opportunity Bank Serbia Case Study
Photo courtesy of Opportunity Bank Serbia:Client advisor Danka Mlinar meets with OBS client Tomislav Stankov in Kovilj, Serbia
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Table of Contents 3 Acknowledgments
4 1. Executive Summary
4 1.1 Findings
5 2. Introduction
6 2.1 Overview of the DFA at OBS
7 3. Implementation Process
7 3.1 Planning & Analysis Phase
8 3.2 Development & Implementation Phase
8 3.3 Pilot & Rollout Phase
9 4. Impact
9 4.1ClientBenefits
9 4.2InstitutionalBenefits
9 4.2.1 Cost Savings
9 4.2.2EfficiencyEnhancements
10 4.2.3AdjacentBenefits
11 4.3 Challenges & Lessons Learned
12 5. Business Case
12 5.1 DFA Costs
12 5.2 DFA Revenues & Cost Savings
14 6. Next Steps for Opportunity Bank Serbia
15 Project Team
3Digital Field Applications: Case Study - Channels & Technology, Accion
Acknowledgments
WewouldliketothankthemanagementofOpportunityBankSerbiaforpartneringwithusandcontributingtothiscasestudyandbusinessmodel.
About Channels & Technology
Accionisaglobalnonprofitdedicatedtobuildingafinanciallyinclusiveworldwitheconomicopportunityforall,bygivingpeoplethefinancialtoolstheyneedtoimprovetheirlives.Accion’sChannels&TechnologyteamisanexperiencedgroupofprofessionalswhohaveworkedwithavarietyoffinancialinstitutionsandFinTechcompaniestoplan,testandimplementinnovativetechnologiesandmethodstoreducethebottlenecksforachievingfinancialinclusiongrowthandscale.
About Software Group
SoftwareGroupisatechnologycompanyfocusedonprovidingproductsandservicestothefinancialinclusionsector.Withglobaloperations,SoftwareGrouphasawealthofexperienceindeployingcomplextechnologysolutionsforitsclients.Inadditiontodesigninganddeployingsolutions,SoftwareGroupprovidesconsultingservices,withaparticularfocusonassignmentsthat,aswiththiscasestudy,helpsharelessonslearnedfromthesector.
Aroundtheglobe,microfinanceinstitutionshaveprovidedaccesstofinancetomanypeoplewhowerepreviouslyexcluded,offeringarangeofquality,affordableservicesmarkedbyconvenience,dignityandconsumerprotection.Historically,however,bringingtheseservicesinthefieldtotheclienthasbeenacostlymanualprocess,whichhaslimitedtheabilityforscalingupandcreatedvulnerabilitytosub-optimalservice,errorsandfraud.Inresponsetothechallengetobalanceoutreachwithcostswhenprovidingfinancialservicestotheunderserved,wehaveseenariseinrecentyearsintheuseoftablets,smartphonesandotherdevicesthatdigitizemicrofinancefieldoperationsforthesakeofrealizingmuch-neededefficiencies.Forexample,loanofficersequippedwiththesedevicescanprocessloanapplicationsandanswerclientinquiriesinthefield,eliminatingpaperforms,digitizingdataandsavingtimeandmoneyfororganizationsandtheirclients.
Theuseofthesetoolsinthemicrofinancesector,whichwecallDigitalFieldApplications(DFAs),isstillatarelativelynascentstage,limitedtoearlyadoptersornewmarketplayers,mostofwhomincorporatethetechnologyintotheirinitialprocessandmarketoffering.TheslowadoptionofDFAshasinpartbeenattributedtotheproviders’lackofunderstandingoftheimpactDFAshaveonthebusinessmodelsofMFBs,forclients,andmostimportantlyforthestaffusingDFAsinthefield.
TheobjectiveofthisstudyistoaddresstheseissuesbyprovidingclarityontheimpactofDFAsbyexaminingthebusinesscase,implementationprocessandeffectsforthreeMFBsaroundtheworld.TheinstitutionswepartneredwithforthestudywereUjjivan
FinancialServicesinBangalore,India;MusoniKenyainNairobi,KenyaandOpportunityBankSerbia(OBS)inNoviSad,Serbia.ThiscasepresentsthefindingsfromOBS.ThefindingsfromUjjivanandMusoni,aswellasaconsolidatedreviewofthethreecases,canbefoundonourwebsite,2withanaccompanyingExcel-basedbusinesscasetoolkit,whichisavailableforMFBstoexaminetheprospectsofDFAsfortheirspecificbusinesscontext.
Findings
OBS’skeyobjectiveinimplementingaDFAwasdifferentfromtheothertwoinstitutions’.OBSsoughttoimprovecustomerserviceandreducecoststhroughtheuseofautomatedcreditdecision-making.ThebanktargetedagriculturalloanswithinpredefinedlimitstodevelopacreditscorecardaccessibletoloanofficersviatheDFA,whichdeliveredacreditdecisioninthefieldfor80percentofagriculturalloansdisbursedinthepilotperiod.
Clientsbenefitedfromincreasedaccesstocreditinatraditionallyunderserved,ruralagriculturalmarket.Clientsalsoenjoyedimprovedcustomerserviceandconvenienceasaresultoftimesavingsandafasterloan-applicationresponse.
OBSbenefitedfromthereducedcostsandincreasedefficiencythataccompaniedtheautomationofcreditdecision-making,whicheliminateddataentryerrorsandimprovedcompliance.Additionally,OBSestablishedareputationinthemarketasaninnovator,andenhanceditsabilitytoleverageSocialPerformanceMeasurement(SPM)databydigitizingclientrecords.
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Executive Summary
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1 ThispaperdiscussestheuseofDFAsthatcouldbedeployedbyahostofdifferentfinancialserviceproviders,frommicrofinanceinstitutionstocommercialbanks.WhileweuseterminologyassociatedwithMFBs,thisdoesnotprecludeothertypesoffinancialserviceproviderswhohavesomecomponentoffieldoperationsthatissuitablefordigitization.
2 http://bit.ly/1UphWmp
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In2007,aftertheSerbianrevolution,OBSconvertedtoafullcommercialbank,subjecttoastrictregimeofcontrolsdesignedtorebuildconfidenceinthefinancialsector.Despitealackofaffordablefundingandsubsidiesfromitsparentcompany,thebankwassuccessfulthrough2008,whenthefinancialcrisisdemandedanewstrategytoensureitsfutureviability.By2009,OBSwasundernewleadershipandoperatingwithanimprovedriskmanagementprogram.Asaresult,thebankwasoneofthefewplayersthatwerereportingpositivegrowthinthemarket.
ThemajorityoffinancialserviceinstitutionsinSerbiafocusontheBelgradeandVojvodinaprovincesintheNorth.Incontrast,approximately60percentofOBSclientsliveinCentralandSouthSerbia.Eighty-fourpercentofOBS’screditportfolioconsistsofmicroloanstoentrepreneurs,ofwhich40percentaregrantedtoagriculturalhouseholdsvaluedatupto€5,000(U.S.$5,500)each.Table1providesanoverviewofOBS’sperformancetodate.
Opportunity Bank Serbia has a large rural portfolio, with a particular focus on providing loans to entrepreneurs and agricultural households, which presents unique opportunities and challenges to implement a DFA.
Introduction
TABLE 1
Opportunity Bank Serbia Overview
Geographic region: EasternEurope
Headoffice: NoviSad,Serbia
Regulatory status:Bank
Year established: 2002
Total clients:30,000
Loan portfolio:U.S.$68million
Total disbursements:U.S.$296million
Number of branches: 8,and14creditoffices
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Overview of the DFA at OBS
In2013,OBSlaunchedaDFAtoexpandaccesstofinancialservices(particularlyforclientsinruralareas),increasecustomersatisfaction,andpromoteefficiency.OneofthemajorgoalsfortheDFAistoenableclientstoapplyforloansand,usingautomatedcreditscoringtechnology,receiveanear-finalcreditdecisionwhiletheloanofficerisstillconductinganalysisinthefield.
OBS’sDFAisanAndroidapplicationinstalledonatabletthatloanofficersusetocaptureclientandloandetails.Theapplication
FIGURE 1
DFA Overview at OBS
operatesinbothofflineandonlinemodes,whichallowsittoconnectdirectlytothecreditbureauandtothecreditscoringmoduleofOBS’scorebankingsystem(CBS),fromwhichitreceivesacreditscorethatinformsstaffandtheclientofthenear-finalcreditdecision.Approvedclientsthenvisitthebranchtosigndocumentsandreceiveloanfunds.Moststepsofloanprocessingoccurinthefield,butthefinalsteptakesplaceatthebranchforregulatoryandsecurityreasons,becausesomedocumentsmustbesignedpriortodisbursement,andOBSfieldstaffdonotcarrycash.Figure1providesanoverviewoftheDFAtechnologysolutionatOBS.
CBS / MIS Integra�onal Layer
MFB Head Office
Loan Officer
DFA Mobile App
AVAILABLE ONLINE OR OFFLINEVIA INTERNET/WIFI/GPRS
Client Registra�onLoan Applica�onSPM
Credit Scoring
Credit Bureau
7Digital Field Applications: Case Study - Channels & Technology, Accion
OBS designed its DFA to advance an organization-wide push to further automate credit-scoring and decision-making in the field for low-riskloan applications.
Implementation Process
Planning & Analysis Phase
Traditionally,loanofficerswouldvisitaclientinthefield,capturedataonpaperforms,andreturntothebranchestoinputthedataintoanExcelspreadsheettoanalyzeandscoretheclient,usingascorecarddevelopedfromagriculturalpricingandmarketinputs.TheoutputofthisExcelanalysiswasasummaryreportthatwasprintedandpresentedtothecreditcommitteeforafinalcreditdecision.
ThepotentialtoimprovetheefficiencyofthisprocessandenhancecustomerservicewascleartoOBS.Theoldapproachoftenrequiredloanofficerstomakemultipleclientvisitsduringtheloanapplication,eithertoaddressglitchesinnonstandarddatacollectionprocessesortocorrecterrorsthatweremadeusingthepaperforms.Theserepeatvisitswerecostly,inefficientforclientsandOBS,andpreventedOBSfromadheringtothehighlevelsofcustomerserviceitdeemedimportant.AnotherinefficiencythatOBSidentifiedwasthesignificantamountoftimecreditcommitteemembersandloanofficerswerespendingtoanalyzerelativelylow-valueloanapplications,aprocessthatcouldpotentiallybeautomated.Lastly,alargeamountofdatabeinginputintotheExcelsystemwasnottransferredtotheCBS,makingminingofthisvaluabledatacomplicatedforOBS.OBSthereforechosetoincreaseitsuseofdigitalcreditscoring,to
furtherautomatedecision-makingforlow-riskloanapplicationsandenableloanofficerstodirectlyaccessthesystemwhentheymetwithclientsinthefield.
Thefirstphaseoftheprojectwastodefinethebusinessrequirements,whichinvolvedadetailedreviewandrationalizationofthedatathattheloanapplicationformcollected.Thisprocesstookseveralmonthsandrequiredadedicatedteamofagriculturespecialists,riskmanagers,andITstaff.Eachdatafieldwasjustifiedtoensurethateitheritwasdirectlyrelevanttotheeventualcreditdecisionorrequiredforothermandatoryreportingpurposes.Thisledtotheeliminationofsomeunnecessarydata.ThisprocessalsohelpedstaffdeterminetherangeofproductsandloansizesthatcouldcomfortablybeanalyzedusingtheDFA.Theresultwasafinallistofapproximately200datafieldsthatneededtobeincludedintheDFAandamanagementdecisiontousetheapplicationonlyforagriculturalloansvaluedatupto€3,000.
ThecentralroleofthenationalcreditbureauintheapplicationprocessmeantthattheinformationitprovidedwasakeyinputindeterminingtherequirementsfortheDFAsolution.ForOBStoensurethatanear-finalcreditdecisioncouldbeprovidedinthefield,itneededtoverifythattheclient’screditbureaureportdidn’tadverselyaffecttheapplication.
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Fortunately,theOBSDFAprojectcoincidedwiththenationalcreditbureau’sreleaseofanintegrationinterfacethatallowedOBStobuildanelectroniclook-up,retrieveabureaureport,directlyloaditintotheOBSsystem,andincludeitinthescoringanalysis.BecausedataconnectivitywasavailableinmostareasofSerbia,OBSintentionallydesignedtheDFAtooperateinonlinemodeatcertainkeypoints,suchaswhenalook-uptothecreditbureauwasinitiatedaspartofclientregistration.
Development & Implementation Phase
Equippedwithacomprehensivesetofrequirements,OBScouldthenapplytheserequirementsacrossthedifferentcomponentsofthefullDFAsolution.OBSdeterminedthatscoringcouldbehandledbytheexistingsystemandthatsystemintegrationcouldbeperformedin-house.Thisleftdevelopmentofthefront-endmobileapplicationtobesourcedexternally.Fortunately,SerbiahasavibrantITsectorwithmanysuppliersinterestedindevelopingnewapplications.Aduediligenceprocessidentifiedthebestoptionfromashortlistoffourcompanies.Inearly2014,theselectedsupplierworkedcloselywiththeOBSITdepartment,usinganagiledevelopmentapproachtorapidlyprototype,test,andbuildtheinitialversioninlessthanfourmonths.
Pilot & Rollout Phase
InMay2014,fortheinitialtestingprocessateamof“superusers”amongtheOBSstaff,pickedfortheirstrongperformanceandpositiveattitude,wereintroducedtothemobileapplicationandaskedtogivefeedbackonit.TestingsuccessfullyconcludedinAugustandtheapplicationwasdeemedreadyforpiloting.DuringthefirstmonthofusethemanualsystemandtheDFAraninparallel,butthiswasphasedoutbySeptemberwhenthesystemwasconsideredfullyliveatallbranches.
ThebiggestchallengethroughouttherolloutperiodwasovercominginitialresistancefromloanofficerswhofearedthattheDFAtechnologydiminishedtheirfocusonclients.Fortunately,thisissuewasresolvedafterafewweeksoftrainingandconfidence-buildingtoensureloanofficerscouldbalancethetaskofdataentrywiththeirnormalregimenofclientobservationandassessment.
As part of the DFA design, eachdatafieldcollectedwasjustifiedtoensurethat either it was directly relevant to the eventual credit decision or required for other mandatory reporting purposes. This led to the elimination of some unnecessary data.
9Digital Field Applications: Case Study - Channels & Technology, Accion
Six months after launch, the project was heralded as a major success for OBS, improving customer service and increasing revenue for the bank.
Impact
Today,allloanofficersworkingwithagricultureportfolioshavereceivedtrainingandmigratedtotheDFA,andthemainobjectiveofprovidinganear-finaldecisioninthefieldhasbeenachievedformorethan80percentofqualifyingagriculturalloans.Also,avarietyofclientandinstitutionalbenefitshavebeenrealized(seeTable2foranoverview).
Client Benefits
TheintroductionoftheDFAhashelpedOBSachieveunprecedentedlevelsofcustomerserviceforitstargetagriculturalmarket.Previously,thismarketstruggledfortheattentionoffinancialprovidersandoftenenduredalongandcomplexprocesstoaccesscredit.WiththeDFAinplace,nowOBSclientsreceiveanear-finalcreditdecisionduringthefirstloanofficervisit.
Institutional Benefits
√ Cost SavingsWhileimprovingcustomerservicewastheprimarymotivationforintroducingtheDFA,OBSrecognizedthepotentialtoachievedirectcostsavingsforthebankaswell.Thisincludedareductionintransportationcostsresultingfromfewerclientvisitstocompletetheloananalysisprocess.Previously,ifaloanofficermadeanerrorwhilecollectingcustomerdetails,heorsheneededtomakeasecondvisit,whichincreasedcostsandprocessingtime–bothforclientsandthebank.Bybuilding
strongdatainputcontrolsintotheappandformulatingatighterdefinitionofwhatdatawasneeded,OBSsignificantlyminimizedthechanceoferrorsoccurringandrequiringadditional client visits.
√ Efficiency EnhancementsInadditiontoprovidingclientbenefitsandcostsavings,theDFAhashelpedOBSbecomemoreefficientinseveralways.Previously,aloanofficerwouldtypicallyspendafulldayanalyzingonenewloanapplicationwiththepaper-andExcel-basedprocess,conductingaclientvisitduringworkinghoursandtheninputtingdatalaterthatsamedayorevening.WiththeDFA,theloanofficerhasdrasticallyreducedtheamountoftimespenttogatherinformation,completedocuments,andreceiveacreditdecision.Furtherenhancingorganizationalefficiencywasthedecisiontoremovethedatafieldsthatwerenotrequiredtoreachacreditdecision(initiatedaspartofthebusiness-processre-engineeringtomapouttheDFAsolution).
Likewise,incaseswheretheclient’sbusinessandbackgroundinformation(includingcreditbureaureport)didnotmeetOBSrequirements,theloanofficerreachedadecisionfasterandsavedtimeforbothparties.WiththeDFA,allloansstillpassthroughacreditcommitteereview,butnowthecommitteeisabletospendlesstimeanalyzingapplicantswithpositivecreditscores.Onceapproved,theclientneedonlybepresentinpersontosignthefinal
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documentsandreceivetheloandisbursement,whichmakesback-officeloanprocessingmuchmoreefficient.
Toassesstheimpactoftheseefficiencyimprovementsonoverallproductivity,wecomparedthenumberofloansprocessedinthefirstfourmonthsofusingtheDFAandthenumberofloansprocessedinthesameperiodthepreviousyear,notinga28percentincreaseinloanvolumesbetweenthetwoperiods.Whileparticipationinasubsidyprograminsomemunicipalitieswasacknowledgedasaninfluencingfactor,35percentoftheincreasedloanvolumewasattributedtoDFAuse.
WhereasmanyorganizationsdeployaDFAinordertoreducetheiroverallloanturnaroundtime(TAT),forOBSthiswasn’tametricforprojectsuccess,inpartbecauseitsTATwasalreadyquitelow,withanaverageofthree
daysbetweenapplicationanddisbursement.Additionally,giventhatclientsstillneedtomakethetimetovisitthebranchevenaftertheintroductionoftheDFA,thebankdidnothavefullcontroloverthetotalTAT.Forthesereasons,overallTATwasnotthemostrelevantmetricregardingthebank’sefficiencyinthisprocess.
√ Adjacent BenefitsAdditionalbenefitsassociatedwiththeDFAprojectincludetheeliminationoftheExcel-basedcreditscoringsystem,withallclientdatanowstoredintheCBS,automaticallyupdatingaclient’screditscorecardovertime.Datacollectionwasfullystandardizedandcreditpoliciesweresupportedthroughsystem-basedcontrolsasameanstohelppreventfraudorerrors.Lastly,OBShasestablisheditselfasaclient-focusedinnovatorandenhanceditsreputationinthemarket.
ClientBenefits InstitutionalBenefits
Cost Savings EfficiencyEnhancement AdjacentBenefits
Improvedcustomerservicedue to time savings and fasterapplicationresponse(acceptanceorrejection)
Reduced cost associatedwithmultiplevisitstoclient
Eliminated need to manuallyinputloanapplicationdataintoExcelspreadsheetatbranchtoobtaincreditscores
Digitalclientdata,includingSPM,storedintheCBS
Moreefficientidentificationofclientsthatdon’tmeetOBS’screditcriteria
Improvedenforcementofcontrolsandpolicy(reducedfraud,PAR)
Moreefficientcreditcommitteereviewwithfocusonexceptionalcases
Excel-basedcreditscoringsystemeliminated
ReputationestablishedasaninnovatoramongMFBs
AvailabilityofGPSdataforbothclientsandstafftoassistwithfieldmanagement
TABLE 2
DFA Impact at OBS
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Challenges & Lessons Learned
LookingbackonitsexperienceimplementingaDFA,OBSidentifiedseverallessons,includingtheneedtoperformadetailedrequirementsanalysisthatchallengesthestatusquoandpre-DFAprocesses.Additionalinsightsincludetheimportanceofidentifyingandworkingwithateamofsuperusersfortheinitialtesting,andofdrawingontheirenthusiasmfortheprojecttonavigateanyinitialhurdles.OBSdidexperiencesomechallengesthroughouttheproject,suchaslimitedconnectivityinsomeareas,whichaffectedcreditbureaulook-up.Also,becauseOBScommittedtobecomingoneofthefirstorganizationstointegratethecreditscoringmoduletoitsCBS,theendeavorrequiredextratime,dedicationofinternalresources,andsupportoftheCBSprovidertosuccessfullyoperateinonlinemodewhilecheckingthecreditbureau.
With the DFA, OBS loan officershavedrasticallyreduced the amount of time spent to gather information, complete documents, and receive a credit decision. OBS has established itself as a client-focused innovator and enhanced its reputation in the market.
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WhiletheImpactsectionoutlineskeyobservedbenefitsofimplementingtheDFA,thissectionexamineshowthesebenefitstranslateintoafinancialbusinesscase,usingabusinessmodeltemplatedevelopedasaresultofthisstudy.
DFA Costs
ThefirststepofthebusinesscaseistoexaminethecostsofimplementingthesolutionatOBS.Forthebusinesscase,we’vesplitthesecostsintocapitalexpenditures(CAPEX),whichareincurredonlyonce,andrecurringoperationalexpenditures(OPEX),whichareincurredannually.Table3detailsthecostsidentifiedforOBS’sDFAbusinesscase,whichtotalU.S.$54,933inyearone.
NowthatwehaveoutlinedthetotalcostsforadoptingaDFAatOBS,weturntorevenuesearnedandcostsavings.
DFA Revenues & Cost Savings
OneofthekeybenefitstoemergefromtheadoptionoftheDFAatOBSistheincreasedefficiencyoftheloanapplicationprocess,whichresultedinincreasedcaseloadperloanofficer.WeestimatethattheDFAcontributedU.S.$24,000innetincomeforOBS,asoutlinedinTable4.
Applying the business model at OBS provided a new framework to measure the DFA’s financial benefits, such as caseload increase andimproved customer service, in comparison to the costs.
Business Case
OBSalsoachievedmodestcostsavingsbyeliminatingtransportationexpensesassociatedwithmultiplevisitstoclients,asseeninTable5.
Addingthisincreasedrevenueandcostsavingstogetherresultsinatotalyear-onebenefitofU.S.$24,540,comparedwithatotalexpenseof$54,933.ThesevaluesdonottakeintoaccountamortizationofCAPEXcosts,whichwouldtypicallycoverafive-yearperiodaccordingtofinancialstandardsinSerbia.3Henceifamortizationwereincluded,OBSwouldseeapositivereturnoninvestmentinyearoneinsteadofyeartwowhenitsDFAbrokeeven.
If amortization were included, OBS would see a positive return on investment in year one instead of year two when its DFA broke even.
3 Amortizationhasnotbeenfactoredintothesecasestudiesforthesakeofcomparisonandtoshowtotalexpensesincurred.Itshouldbenotedthatmostfinancialinstitutionshaveaminimumthree-yearamortizationperiodforalltechnologyinvestments,andinSerbiathisperiodisfiveyears.
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13Digital Field Applications: Case Study - Channels & Technology, Accion
TABLE 3*
DFA Costs
Pre-DFA Post-DFA
Number of loan officers 20 20
Caseload per loan officer (28% increase in total)
200 256
Additional loans/officer attributed to DFA (35% of increase)**
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Average loan size U.S.$1,500 U.S.$1,500
Net interest margin 4% 4%
Increase in net income as a result of the increased caseload
U.S.$ 24,000
TABLE 4*
DFA Revenues
Item Description Cost (U.S. $)
Transportation costs
Withimproveddataentrycontrolsandarationalizeddataset,thechanceoferrorsduringtheloanapplicationprocessisnowreduced.Thismeanslessneedformultiplevisits to client sites,reducingtransportationcostsforOBS.
540
Total cost savings
540
TABLE 5*
DFA Cost Savings
Cost Type Item Description Cost (U.S. $)
CAPEX Platform Costofdevelopingthemobileapplication.Alsoincludescostassociatedwithlicensingthecreditscoringmodule,instrumentaltotheDFA.(Note:thefullmodulecostwasnotallocatedtotheDFAprojectsincethesystemwasalsousedfornon-DFApurposes.)
20,000
Implementation Costofimplementingtheplatform,consideringexternalandinternalhumanresources.Includesorganizationalrestructuring,processredesign,training,andsystemintegration.
27,000
OPEX DFAsubscription
AnnualsupportfortheDFAplatform. 3,000
Dataconnectivity
Amonthly$20subscriptionfeethatincludesdevicesfreeofcharge,withbundlesofdatapre-loaded.
4,800
Devicesupport Replacementbatteriesandad-hocmaintenancerequiredfordevices.Includesanestimateof$20peruserwithreplacementonceeverythreeyears.
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Total Cost Year 1
54,933
** Average productivity increase post-DFA was measured at 28 percent. OBS attributed this increase to multiple factors, estimating that the DFA accounted for 35 percent of the observed increase.
* Figures in tables 3, 4, and 5 provided by the MFB
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Next Steps forOpportunity Bank Serbia
Havingmetitsimmediatecustomer-serviceobjectives,OBSisnowinterestedinexamininghowtheDFAcanincreaseloanofficercaseloadsandenablethehandlingofmoreclientswithgreaterefficiency,whileretainingthebank’shigh-qualityportfolio.
Additionally,OBSisexploringhownewtypesofdata,particularlyGPSdata,canhelporganizeitsfieldstaffmoreefficientlyandcontributetofrauddetection.TheideasthebankisdiscussinginvolvemappingclientandloanofficerGPSdataforplanningandriskmanagementpurposes.Finally,OBSrecognizestheneedtocontinuallyrevisetheriskassessmentmethodologyforitsDFAtoseeifotherloantypesorlargerloansizescouldbeaccommodated.Thisreviewwillrequirethebanktobeginmeasuringportfolio-qualitystatisticsforallloansprocessedviatheDFA,todetermineifthereisanycorrelationbetweenperformanceandtheautomateddecision-making function.
SlobodanTešić,OBS’sManagingDirector,confidentlystated,“Wecan’tcontinuetoscaleaswehaveinthepastwithoutexploringthevarietyofwaysinwhichtechnologycanadvanceouroperations.OurDFAtoolenablesustooperatemoreefficientlythanwehoped–wehavemadecustomersverysatisfiedwithsuchefficientfieldservice,andourstafffeelmoreproductivehavingreducedmany
manualstepsintheirdailyactivities.WeplantofurtherdevelopourDFAsolutionandleverageasmuchaspossibletodigitizeourprocessesandservicesinthecomingyear.”
OBS acknowledges the success of its DFA to this point, and is in the early stages of identifying additional functionality, including GPS tracking and expansion to new products.
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15Digital Field Applications: Case Study - Channels & Technology, Accion
Project Team
Co-Author and Project Sponsor:CarolCaruso,SeniorVicePresident,Channels&Technology,Accion
Co-Author and Lead Consultant:GeraldineO’Keeffe,ChiefOperatingOfficer,SoftwareGroup
Project Management: AnandMenon,InterimDirector,Channels&Technology,Accion
ChristianRodriguez,Director,Channels&Technology,Accion
KathleenYaworsky,LeadSpecialist,Channels&Technology,Accion
For thoughts and comments, please join the discussion on the Center for Financial Inclusion’s blog: http://bit.ly/1hTHmqG