Online Guide
SEPM Guide
Discover our Guide for Social and Environmental Performance Management
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Resources
Case studies & Field examples
Enda Tamweel Tunisia: Environmental Performance Management in Practice #3
This article illustrates how Enda Tamweel, in Tunisia, implements Environmental Performance Management in practice, with a particular focus on offering green financial products for waste management and renewable energy.
Case studies & Field examples
Enda Tamweel Túnez: Gestión del desempeño ambiental en práctica #3
Este articulo muestra como Enda Tamweel, en Tunez, implementa la Gestión del Desempeño Ambiental en práctica, con un enfoque particular en la provision de productos financieros verdes para el manejo de desechos y las energias renovables.
Case studies & Field examples
DID Reference Framework - Environment
This document looks at the types of risks incurred by financial institutions that ignore environmental concerns, and offers social and environmental management mechanisms to address these risks, based on the experience of DID.
Tools & Templates
Customer Experience Toolkit Workbook
Companion workbook for the the CGAP Customer Experience Toolkit which equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.
Tools & Templates
Customer Experience Toolkit
The CGAP Customer Experience Toolkit equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.
Tools & Templates
Creditaccess Grameen Environmental, Social & Governance Policy
This document shared by CreditAccess Grameen (India) provides a good example of what can be defined as an environmental policy (in addition to social and governance). It focused in particular on environmental and social risk management, waste management, energy management, procurement practices, and ESG disclosure and reporting.
Case studies & Field examples
CreditAccess Grameen Code of Conduct for Directors and Managers
This policy specifically addresses the conduct expected of directors and managers including not accepting gifts or bribes, kickbacks, confidentiality, harrassment and nondiscrimination among other things.
Case studies & Field examples
CRECER (Bolivia) Addresses Quality in Response to Lack of Impact
Describes how CRECER took a negative client outcome finding and responded by increasing quality.
Guidelines
Collecting and Using Client Exit Data
This tool discusses how financial institutions (FIs) can design exit survey tools, collect exit data, and use them for designing and improving products and services. It explains a five-step process for developing, introducing, and using an exit survey. FIs with existing exit surveys can use the tool to rethink and strengthen their current tool. Those without an existing tool can use it to understand their options and design a tool.
Case studies & Field examples
Code of Consumer Protection: Kashf Foundation
Example of a code of conduct addressing how staff behaviors should reflect organizational values and commitments.
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