Global Networks of Financial Service Providers (FSPs) Promoting Best Practices in Social Performance Management

Transcription

1 Global Networks of Financial Service Providers (FSPs) Promoting Best Practices in Social Performance Management 4 October 2016 SPEAKERS Calum Scott, Opportunity International Cecile Lapenu, CERISE Christophe Bochatay, Triple Jump

2 Connecting to audio in WebEx 1. Click on the Audio menu at the top left of your screen 2. Select Audio Conference 3. Select Call Using Computer. Note: When you have connected, an icon of a headset or a phone will appear next to your name in the Participants List on the top right of your screen.

3 Agenda Introduction Opportunity Global Network perspective CERISE SPI4 Reporting Tool Triple Jump Social Investor perspective Discussion with participants Please do use the chat function at any time Type in your message bottom right of your screen. Address it to everyone or to SPTF Host (Katie Hoffmann)

4 Our speakers today Calum Scott Global Impact Director, Opportunity International Cecile Lapenu Executive Director, CERISE Christophe Bochatay Social Performance & Impact Manager, Triple Jump

5 Agenda Introduction Opportunity Global Network perspective CERISE SPI4 Reporting Tool Triple Jump Social Investor perspective Discussion with participants

6 Work of the Social Performance Task Force Developing and promoting best practices: Universal Standards for SPM Providing Tools and Support Working with the sector Working Groups Online Trainings SPTF Annual Meeting

7 Universal Standards 2.0 : Evolving standards for an evolving industry Coordinated Approach between Smart Campaign, SPTF and CERISE Content Expanded, Simplified and Streamlined: New products savings, insurance New delivery models digital services, agent models New content on responsibility to the environment Broadened focus on FSPs (versus MFIs) Stability in Standards no further changes until end 2019 Updated tools and resources in development

8 Agenda Introduction Opportunity Global Network perspective CERISE SPI4 Reporting Tool Triple Jump Social Investor perspective Discussion with participants

9 Who is Opportunity International? 40 partners, 20 developing countries, 4m loan clients Social mission focus Group and individual lending, financial education, non-financial services Investor, capacity building support, product/service development (Education finance, Agriculture valuechain development)

10 Opportunity SPM Strategy Promoting best practices in social microfinance across our network of partners: Client protection principles Universal Standards for SPM Monitoring client outcomes (PPI + other indicators) Social Performance Reporting (SPI4) Using social data internally in our decision making Transparency in reporting externally to Opportunity funders Promoting innovation in SPM in collaboration with others in the sector

11 Why Universal Standards? Benefits to clients from more effective needsbased services Reduced risk of client harm reputational damage Benefits to FSPs from more effective management of social goals Benefits to Networks from improved communication with partners; improved monitoring

12 Opportunity Serbia Example Benefits from Smart Certification Board & investors Better governance, policies & procedures Improved access to social investors and potentially cheaper funding Staff New sense of identity (Increased staff loyalty) Better staff understanding of OBS impact Profile of the ideal OBS staff member we can now hire the right people Business results Differentiates OBS from commercial lenders Client loyalty & retention (market share growth) Clients Products tailored to clients needs Highest client protection standards

13 Implementing Universal Standards: what is most valued by partners? Defining social goals and setting social targets. Customer satisfaction surveys and customer complaints mechanisms. Employee satisfaction survey and staff grievance redressal mechanism. Defining acceptable and unacceptable collection practices and incorporating these into training. Clarifying policy on over-indebtedness and use of credit bureau for all loans

14 Challenges in adopting SPM Upfront costs from changing/developing policies, training staff Change in practices is perceived to increase costs, or reduce competitiveness Lack of technical capacity in FSPs to develop and implement policies Competing priorities for FSP management Benefits of best practices are not visible

15 Support Networks Can Provide to Partners Fund technical assistance to local management: Assess current practices and help partners develop plans to close gaps Assist in policy development Aid implementation especially staff training, embedding new processes Share tools, knowledge and experience across network partners in particular, show benefits to other partners from implementing specific practices. Provide support at the Board level to the CEO and management team to prioritize SPM Tap into third-party funding sources e.g. Responsible MF Facility for Africa (SPTF/AFD), SP Fund (MFC/Ford Foundation).

16 Monitoring Opportunity Partner progress SPI4 SPI4 setting clear reporting expectations SPI4 Piloted in partners reporting SPI4 Roll-out in partners reporting Global management and Board reports include partner ratings based on SPI4 Quarterly updates from Q SPI4 self assessments and guided assessments: now provide a basis for ongoing SPM work plans with partners Note: experience suggests self assessments typically overstate compliance with best practices

17 Agenda Introduction Opportunity Global Network perspective CERISE SPI4 Reporting Tool Triple Jump Social Investor perspective Discussion with participants

18 Measuring Social Performance Management Dimensions Standards Essential Practices Indicators

19 SPI4 a management tool A data collection and assessment tool aligned with the Universal Standards of SPM: the social statements A free tool downloadable on cerise-spi4.org See the very new 2.0 version Can be customized to fit the institution s mission through optional modules on poverty, gender, and environment A management tool dashboard, graphs best practices linked to technical resources (Smart, SPTF, etc.)

20 cerise-spi4.org 20

21 21 SPI4 is gaining traction (August 2016) 200+ completed SPI4 (180 in database) 60+ in pipeline 56 different countries 350 people trained 66 qualified auditors around the world Audits SPI4 by legal form Audits SPI4 by region Audits SPI4 by outreach

22 From Assessment to Management Benchmarks Link with technical resources to answer to identified weaknesses Harmonized reporting for key stakeholders Board members Investors/funders Regulators Networks (national and global)

23 Improvements for FSP AAA could focus on 1a Social strategy 2a Board accountability 2b Senior management accountability Benchmarks by region and 23 worldwide Average score by standard This proposal of focus areas is based on a review of the SPI4 questionnaire and the report, analysis of benchmarks, and where possible, context and sector trends at the country level.

24 CLIENT PROTECTION RESULTS 24 Mechanisms for Complaint Resolution Privacy of Client Appropriate Product Design and Delivery Channels 100% 80% 60% 40% 20% 0% Data Fair and Respectful Treatment of Clients Prevention of Overindebtedness Transparency Responsible Pricing

25 Agenda Introduction Opportunity Global Network perspective CERISE SPI4 Reporting Tool Triple Jump Social Investor perspective Discussion with participants

26 ALINUS ALigning INvestors due diligence with the Universal Standards A sub-set of indicators in SPI4 for investors Speak the same language Harmonize data investors collect Spend less time on reporting (FSP) and data collection process (investor)

27 Agenda Introduction Opportunity Global Network perspective CERISE SPI4 Reporting Tool Triple Jump Social Investor perspective Discussion with participants

28 SPTF Resources USSPM Implementation Guide SPM Resource Center TA Provider Database SPTF Newsletter and Spotlight SPTF Annual Meeting

29 Thank you For follow up, please contact: Please note: this presentation and a recording of the Webinar will be posted to the SPTF website Please also see: Institutionalising Social Performance Management In Financial Institutions: What Does It Take?