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SEPM Guide

SEPM Guide Online

Discover our Guide for Social and Environmental Performance Management

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Our Guide is available for download in Spanish, French, and specific versions

SEPM Guides to download

Resources

541 entries were found.

Tools & Templates

Creditaccess Grameen Whistleblower Policy

Example of a whistleblower policy from Creditaccess Grameen

Download (116.1 KiB)
Tools & Templates

MicroLoan Foundation Whistleblower Policy

Example of a whistleblower policy from MicroLoan Foundation

Download (395.9 KiB)
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.

Download (3.0 MiB)
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

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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.

Download (572.9 KiB)
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.

Download (355.8 KiB)
Guidelines

Integrating customer empowerment into the Universal Standards

This document analyses how customer empowerment fits into the USSEPM and makes recommendations for additional indicators and essential practices

Download (1.2 MiB)
Guide/Manual

Training tips to create SPI Online accounts and audits

As part of training on SPI Online, this guide helps the trainees create an audit to test the platform so it is easier for the trainor to follow their first steps. Trainees will be able to reuse their account after the training.

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Tools & Templates

Política de Swadhaar dobre cobrança de pagamentos devidos por clientes inadimplentes e outras política de recureração de crédito

Este ejemplo de Swadhaar incluye un Código de Conducta para las colecciones y Colecciones Pråcticas de la institución para Préstamos Group, los cuales proveen el personal colecciones con las directrices y procedimientos específicos para tratar a los clientes con dignidad durante el proceso de cobranza.

Download (211.1 KiB)
Case studies & Field examples

SMART Note Cobrança com dignidade no FinComĂșn

Em 2008, vendo-se diante de altas taxas de inadimplĂȘncia, o FinComĂșn desenvolveu um programa chamado “Cobrança com Dignidade” e fez uma revisĂŁo geral do processo de cobrança para centrar o foco nos resultados dos clientes e na recuperação da carteira. Foram estabelecidos polĂ­ticas e procedimentos para implementar entre os funcionĂĄrios uma nova filosofia de cobrança. A equipe ficou muito satisfeita com os efeitos dessa abordagem para as relaçÔes com os clientes e a qualidade da carteira.

Download (1.3 MiB)