pilot interim results
TRANSCRIPT
Ujjivan-‐Artoo Pilot Interim Results | Jan, 2011 Based on results collected in Dec, 2010
Artoo wishes to catalyze development through inclusive technology and empowering communica6on. We want to do everything we can to bring the digital revolu6on to those at the bo:om of the pyramid.
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artoo slate
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We believe Artoo Slate has the poten6al to help MFIs become more produc6ve in helping their customers rise out of poverty.
Device Home Screen. Product has been designed especially keeping in mind the field agents education and technology exposure.
malegam report
• ... efficiency at the field level will result in be:er service to borrowers and greater protec6on from abuse, efficiency in the back office can result in a greater saving in costs ...
• Informa6on Technology is a powerful tool in building opera6ng systems ... needs to be fully exploited.
• ... MFIs review their back office opera6ons and make the necessary investments in Informa6on Technology and systems to achieve be:er control, simplify procedures and reduce costs.
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pilot
• Funded by Ujjivan & Lok Capital FoundaGon
• Declared Live on Dec 1st, 2010
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HAL Branch (0107), Ujjivan
Pilot
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Shankar
PushpaRathna
Arun Senior Field
Agents
Fast Adopters
acceptance criterion
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Pilot Earlier ProcessTime taken to receive completely accurate
data from data entry in the field to the
6me received in digital format for
background processing.
Time from Customer Signature to the start
of the next stage (Sanc6oning). This will
include 6me spent in CCR/Branch Manager
QC, courier, data entry, help desk
clarifica6on, control desk QC, and if any
back and forth for correc6on of the
applica6on.
<= 1 hour 3+ days
Usability
Turn Around Time
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Collections
• CollecGons Module Features– Auto populated & excepGon based entry– Reason for Default–Who paid: Group / Customer
– Ability to Pre-‐close, SD-‐Adjustment, Loan Outstanding
– SMS Receipts to Customers
– Cash CollecGon & A\endance Report– Defaulter Report every 3 hours (through email)
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• CollecGons Week (10-‐16 Dec)– INR 55.8+ Lakh Collected– 6,400+ TransacGons– CBS can be updated <= 1 hr (earlier 3-‐5 days lag)– Close of business on the same day
collections
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Holiday
Collections Module
12Group totals are provided first. Makes process efficient as Group Leaders can be ready with their amounts
Collections Module
13Customer totals are provided and further individual loans, Preclosure, SD Adjustment
& Loan Outstanding details.
Collections Module
collections
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Center Meeting Time• 83% of the centers took less than 5 mins• 41% of the centers took around 24 seconds
The above chart measures the time taken to update the records for an entire Center (approx. 25 Customers x 2 loans). In the earlier process, field agents would come back to the branch and spend more than 1 hour to update the demand sheet.
Collections Module
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Data based on 170 Centers
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Collections
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Holiday
• Accurate Information for time sensitive data• No resources-intensive reconciliation process required
Provides to-date accurate Preclosure and Security Deposit (SD) Balances (earlier they had to request the Help Desk over phone - error prone process). Thus there is no reconciliation process required to return/collect excess/less amounts from the customer. The reconciliation process is resource intensive and the customers are not interested in coming to the branch office to collect marginal amounts.
Collections Module
Collections
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Realtime actionable statistics (earlier it would take 10-12 days*)Defaulter Statistics (from the automated Defaulter Report): • One in every two defaulters had two loans with Ujjivan
• 80% of the cases the Group paid either full or partial amount; 68.8% recovery on the field
• Top reasons for defaulting: Not Present at Center Meeting, Medical Emergency & Not Received Payment/Salary
*Post updating CBS (3-5 days lag) after the collections, over due reports are generated.
Collections Module
Defaulter Report– Customer Details: ID, Name, Mobile Number (if any)
– Field Agents Details: Name, Mobile Number
– Reasons for Default & Group/Customer
– Severity Indicator (Amount Collected / Expected)
– Customizable: Pivot, Charts, Macros and more
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Collections Module
Customer profiles
• Customer Profile Module Features– Update exisGng customer (nearly 80% of fields auto populated)
– Branch Manager House Visit & GRT Approval workflows (self-‐sufficient workflows)
– Captures customer’s idenGficaGon documents
– Captures customer’s signature
– Errors captured during House Visits & GRT
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19Customer Profile. The interface is intuitive and increases productivity of the field agent
Customer Profile Module
– 56 Customer Profiles were created
– 18-‐20 mins for complete process*
Customer profiles
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* Note that the time mentioned also includes the time taken to scan document, customer photos and get details from the customer apart from entering them into the device
Customer Profile Module
customer profiles
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Unexpectedly, Rathna (Junior Field Agents-Slow Adopter) has taken the least time (taking 10mins in one case) and posted the highest number of CPs - implying with more practice the average times will come down.
Customer Profile Module
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71% of Customer Profiles were created and approved within 2 days
STE (Start to End): Time taken from start of profile by the Field Agent to the time it has been approved by Branch Manager.STE can be as low as a few hours. In some cases GRTs have gotten postponed leading
to higher STE times.With better scheduling by the branch, we can substantially lower the time taken to acquire a customer.
customer profilesCustomer Profile Module
Data based on 58 Profiles
Start to End
Loan application
• Loan ApplicaGon Module Features– Add/remove customers from the LA even at GRT stage
– Branch Manager House Visit Approval workflow
– AutomaGcally update interest rate based on loan product, loan amount, and tenor
– AutomaGcally calculate EMI/EWI
– Errors captured during Branch Manager Visit
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– 8 Group Loan ApplicaGons (with 5 customers each)
– 2 mins for the complete process
loan applications
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Loan Application
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Customer Acquisition: It takes 2 mins to create a Loan Application
Loan Application Module
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Loan Application Module
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Within 1 Hour: 31% of Loan Applications were created and approvedWithin 1 Day: 70% of Loan Applications were created and approved
STE (Start to End): Time taken from start of profile by the Field Agent to the time it has been approved by Branch Manager.STE can be as low as a few hours. In some cases GRTs have gotten postponed leading
to higher STE times.With better scheduling by the branch, we can substantially lower the time taken to acquire a customer.
Data based on 32 LA
Social performance
• Exis6ng Loans (62 Customers):
– Income INR 1,169
– Family Size 0
– Per Capita Income INR 285
58% Income Increased (INR 2,669) 45% Per Capita Income Increased (INR 525.5)
Note: These are monthly figures. Artoo Slate is able to provide useful indicators on a realGme basis. 27
58%42% 45%55%
Social performance
• Repeat Loans (58 Customers):
53% decreased or maintained their outside borrowing(number of loans)
• Borrowing INR 5661• One in every two people have cancelled one loan
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53%47%
Note: Artoo Slate is able to provide useful indicators on a realGme basis.
service quality
• Errors pointed out by Branch Manager during House Visit or the GRT person
• Can measure performance of field agents and recommend refresher-‐training, if required
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branch transactions
• Branch can post its transacGons– Disbursements
– Bank related (deposit / withdrawal)– Admin Pe\y Cash
– OperaGons Pe\y Cash
– Tallied with Main Cash and se\led
– Be\er cash management, audit
– End of day se\lement30
New
success stories
• Capture real success stories from the field– Capture Gme bound videos from the field
– Publish these videos onto corporate home page
– Engage with end customers • Videos are rendered at on Non-‐Collec6ons center mee6ngs
– Real Social Performance ReporGng
– Engagement with all stakeholders
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New
appendix
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... and more• 100% Reliability of data. – Field agents can perform their day-‐to-‐day operaGons using Artoo Slate without the intervenGon of anything else (like trackers, excel etc)
• Self sufficient Workflows:– Does not require coordinaGon with other tools or teams (like Help Desk) -‐-‐ eg. preclosure
• Artoo Slate can be used to train on new products, processes, etc
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artoo slate
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Designed to be compatible with a wide variety of Android Devices
(phones & tablets)
Gesture enabled!Leverage the touch screen by making gestures like a Tick or a Cross sign to
make mass approvals or deletions
Get software updates in the field on the fly without loss in productivity. Enterprises can
virtually change processes over night.
Core Banking System
In real-time query the CBS to provide time sensitive information
like Preclosure Amount
One click synchronize with central server for all activities
Setup standard tactical reporting to send customized reports through email. Supports all excel features
like pivots, macros, etc.
Uses AES (adopted by US Government) to encrypt data sent over the network
Thank youwww.artoo.in
ConfidenGal
Winner, Surathkal Innova3on Challenge, 2010
Winner, TiE’s KBE Compe33on, 2010
Contact:Sameer Segal, Founder & CEO
Artoo IT Solutions Pvt [email protected]+91-98866-89754