Online Guide
SEPM Guide
Discover our Guide for Social and Environmental Performance Management
Discover
Resources
Vidéo
L'utilisation de la GPSE pour faire face à une crise : l'exemple d'ACFB au Bénin
L'institution ACFB au Bénin a mis en place des changements dans ses pratiques en suivant les Normes Universelles de la GPSE pour faire face à une crise au sein de l'institution.
Vidéo
Social Performance Management: the example of Renaca in Benin
The RENACA institution in Benin shows the benefits of implementing Social Performance to respond to the challenges that threaten the viability of microfinance institutions.
Vidéo
Social Performance Management: the example of ALIDé in Bénin
The ALIDé institution in Benin worked on three main levers to face operational challenges such as the high rate of unpaid debts, the departure of customers, competition and over-indebtedness. These levers are staff, customers and transparency.
Tools & Templates
Creditaccess Grameen Whistleblower Policy
Example of a whistleblower policy from Creditaccess Grameen
Tools & Templates
MicroLoan Foundation Whistleblower Policy
Example of a whistleblower policy from MicroLoan Foundation
Tools & Templates
Aski uses a Social Dashboard for Board Reports
Example of the visual social dashboard that ASKI in the Philippines uses to keep its board informed.
Guidelines
Customer Empowerment in Finance
Makes the case for customer empowerment and provides guidance building this into end-to-end projects or specific aspects, such as user research or projects.
Case studies & Field examples
Garment Workers Experience with Wage Digitization in Bangladesh
Research to understand the experiences of garment workers in Bangladesh whose employers changed from paying them in cash to paying them digitally, either into a bank or a mobile money account. This led to an awareness raising campaign and education materials to better prepare workers for this change to digital wages
Publications
Developing Actions for Customer Empowerment in the Philippines: Sector-level Mapping
This sector mapping initiative aims to get a deeper understanding of contextual factors that affect empowerment among Filipino customers and explore practical solutions at the provider and market levels to address customer disempowerment. This study engaged sector-level players and financial customers in conversations to understand context and other external factors that affect customer empowerment.
Case studies & Field examples
Strengthening Customer Empowerment in ASKI
Report of customer research to identify and map points of disempowerment for customers of Philippine MFI, ASKI. Recommendations for actions to promote customer empowerment.
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