Day 1 Case Studies Group responses

Client Exit
Exit rates very high for 2nd/3rd loans
Organisation is in danger of losing most clients
Affect on clients wont improve their condition and may damage them
Could provide
o Insurance
o Shorter loan cycles in 2nd /3rdloan cycle
Need more information n reasons for exit rates
By taking on more new clients instead of looking after the existing ones, MFI is
increasing their own risk

Poverty Outreach
Not reaching as many poor as they intend to
In danger of not achieving their mission
Need to re look at indicators
More access to higher income bracket
Could analyse whole population and use as criteria to ensure target groups are
accessed
Other indictors eg housing , would help to identify who the target groups were

Whose Needs?
Mission not clear; targets not clear. Leads to
o Product not appropriate for target or
o Right targets not being accessed
Could
o Change mission to clarify targets or
o Develop more appropriate targets or
o Change target group
An issue for the organisation would be reduction of clients
Only 19% in total not satisfied, so is this really a major issue? Graph suggests all
groups are being accessed
Second analysis is key to understanding the issue

Client Satisfaction
Way of working is inflexible not suitable to meet organisational social aims
Can harm image of the organisation
Impact on clients is that they get more in debt
Response:
o Redesign products
o Customer survey to review client selection and why cant pay
 o Partner with other organisations who can help client or
o Check money lender behaviour/ understanding of client behaviour.

Day 2 Comments on Dimensions of Social Report

Mission and Objectives

The standards and who to assess depends on the evaluators
Surprise that no statement on how MFI approaches partnerships

Social responsibility 1
Is it implicitly assumed that should access the poor ( as in Social responsibility
definition) or is it OK/Can an MFI score high through accessing less poor clients?
Surprised no client Bill of Rights is the code of conduct.
How much is the whole framework driven by Social responsibility?

Social Responsibility 2
Quite positive commentsoften they are not
No mention of monitoring how loans are used eg they could be used for child
labourso could lead to negative impact

Outreach
Little information on the clients eg is housing improving?...would be hard to
track trends
Social capital participation of clients in decision making process. is missing

Appropriate Services
Limited information eg on drop out rates
Would expect better systems to collect and analyse social performance
information

Change
No feedback. Is it being measured?
Is difficult to measure; need a baseline

Day 2 Post-its on topics to cover day 3

How to measure social performance internally
How would my MFI introduce social responsibility activities, because there are
none since we are more commercial? We serve SMEs, entrepreneurs and other
small businesses. What kind of information?
To learn about indicators that can be measured in numbers, % etc to simplify
reporting
How can we lobby to make MFIs collect information that are important?
Picture of the costs of rating and poverty audit
 How many organisations MFIs , have adopted social rating? What changes have
been noticed in the MFIs after their adoption? How is Social Rating done in
Community based organisations such as SHG- co-operatives/CBOs?
Information on tools how can MFIs improve their social performance?
Are there detailed ratings we can see with all the questions listed? How can we
(as an MFI) find out how to implement best practice in our organisations and
what is best practice? What are good indicators and how can we rate (internally)
the social indicators we collect?
I would like to learn something about social performance
Less group exercise! Good practice
o More case studies/experience using rating system
o Cost-benefit for MFI
o Concrete information on the networks
o How to dialogue as donor with MFI but avoiding donor driven
The methodological tools that enable an MFI to collect information for its social
performance system
How can Barclays work with partner MFIs and NGOs to support them in
understanding their social performance? How can we ensure we are working with
organisations that are having social impact?
Tools for rating; analytical skills to translate result to change institution/practice
What documents should you review? How many people do you need to complete
this exercise?
I need a general guideline (set of criteria) on key points to be used as indicators
when undertaking a social rating
Indicators for analysis of financial services linked to social performance
Mechanism to set up community level (child centred) information system to
assess social performance