ePaathshala: easy to access, quick to use digital training

MSC has developed ePaathshala —a digital school for skill development, capacity-building, training, and certification. ePaathshala makes use of innovative and transformative e-learning pedagogy and methods, using human-centric design and adult learning principles.

MSC has built the platform on innovative digital tools, content, and technology. The program uses a human-centric design approach alongside cognitive learning principles. ePaathshala has the advantage of mass outreach, lower costs, and greater flexibility and efficiency. It delivers the latest content universally and offers the convenience of self-paced learning.

Several banks and institutions, such as SBI, HDFC Bank, and IDBI Bank have been using ePaathshala assets for financial literacy and training of their staff and Bank Mitrs (bank agents). Government departments and agencies in India, including the Department of Financial Services (DFS) of the Ministry of Finance, National Centre for Financial Education, Indian Bankers Association (IBA), NABARD, Small Industries Development Bank of India (SIDBI), MUDRA, among others, have shown a keen interest in using ePaathshala assets.

The Business Correspondents Federation of India (BCFI), a federation with a membership of over 200,000 bank agents, uses the platform to skill and re-skill agents. BCFI uses the platform to certify agents at a basic or an advanced level.

The financial literacy program helped Tara Akshar, an entity of Development Alternatives, to strengthen its literacy modules and ensured increased attendance of women in its ongoing education program.

The National Livelihood Mission in Jharkhand Province of India has benefitted from MSC’s ePaathshaala approach. It has appreciated our efforts in its newsletter.

Digital transformation training in Vietnam and Myanmar

MSC delivered digital transformation training to banks and microfinance institutions in Myanmar and Vietnam, which saw attendance from representatives of more than 30 institutions. MSCs digital transformation training course helps MFIs and banks understand the digital transformation process, the strategic and operations-related impact on the institution, and the nuances of digital transformation including the strategic planning, digital transformation of products, processes, channels, and technology, risk management, and project and change management.

MSC designed the course specifically for directors and chief executives, such as CEOs, CFOs, CTOs of financial institutions who are involved in high-level business strategy and have actively considered digital transformation and implementation of digital financial services. The facilitators introduce approaches for digital transformation that MSC developed during practical work over a decade in South and South East Asia, and East Africa. At the time of writing, IFC had plans to roll out the course across Africa in 2018-19.

Segmentation studies of customers and enterprises for financial services

MSC’s multi-country expertise of working with low-income people for more than two decades helps us conduct a range of customer segmentation and market-sizing projects. We design and implement rigorous research studies to provide comprehensive end-to-end consumer insights for faster, smarter, and better decisions. We have studied the women mobile financial services (MFS) customers in Bangladesh and segmented them into seven customer segments based on two key parameters—location and age group. Our work highlighted a market of 12.5 million additional users by 2020.

Our research on low and middle-income (LMI) customers in India segmented LMI into three categories based on their savings behavior–diligent savers, ambitious savers, and cautious savers. The research highlighted an annual deposit potential of USD 155 billion among 600 million people from the LMI segment.

MSC’s customer segmentation research has been a part of developing the national financial inclusion and financial literacy strategy for the Government of Qatar. The research segmented 2.69 million people in Qatar into distinct categories and helped MSC develop a suitable financial inclusion strategy.

MSC conducted a market segmentation research in Cambodia to understand and assess the financial behavior of various market segments and measure the demand for innovative financial products in the Cambodian marketplace. Our study helped our client to improve its product offering for close to 700,000 clients.

Insights on the performance of financial inclusion and government-to-people programs in India

MSC has conducted research to gain insights into the implementation and impact of government-to-people (G2P) programs in South Asia. With lessons from these countries, we have worked closely with governments in other developing countries, such as Indonesia, Nigeria, Tanzania, and Bangladesh. Our research work in this area has primarily included program assessments, program monitoring, and district readiness assessments for G2P.

MSC’s research designs cover all aspects of G2P, starting with the theory of change and results framework, to a special focus on key areas as identified by the governments. Our focus areas include:

  • Identification of problems with cash withdrawals;
  • Benchmarking indicators of success;
  • Gender-responsive program design assessment;
  • Customer grievance resolution;
  • Examination of risks and mitigation measures.

MSC supported the Government of India to explore pathways to better nutritional outcomes through the National Food Security Act. We have quantitatively assessed the nutritional food basket of households under NFSA, analyzed gaps in the nutritional requirements of food scarce households, and developed recommendations to achieve nutritional goals at the household-level.

Documents: Bhamashah report, PMJDY round 3, DBT -F public reports.
Also check for a couple BN, which are not listed by GSI team.

Research on financial behavior of people across Asia and Africa

One of MSC’s key areas of focus and expertise is in the financial behavior of low-income people. We study the financial behavior of people in multiple countries and contexts. Notable among them is the work that revolutionized Equity Bank’s product suite, and the MetaMon Research undertaken in India and Bangladesh.

The MetaMon research identified and developed suitable metaphors to explain the money management practices of the low-income market segment, which in turn informed CGAP’s work on client-centricity. As part of the research, MSC captured the keywords and imagery that people use while thinking about financial services. We used human-centric design, participatory “life game” and customer journey approaches to map the interactions of poor clients with financial services, their financial decision-making, and money management practices.

The design firm IDEO.org collaborated with MSC to use our expertise in human-centric research, country context, and behavioral design. The engagement helped IDEO understand the current savings behavior of the poor in India and their user experiences of available payments banks and mobile money services. The research led to the development of eight design principles for financial institutions for designing inclusive digital savings products. The output of the report can be accessed here. (ADD LINK)

At the time of writing, MSC was working on behavior-centric research in Senegal to understand the pathways to adoption, usage, and impact of digital financial services (DFS) among different segments, especially the low-income, rural, and female segments. The study will understand the impact of DFS usage on financial security and well-being in an emerging DFS market in West Africa.

MSME behavior research in various countries

MSC conducts research on behavior, financing, and assesses development needs for micro, small, and medium enterprises (MSMEs). We evaluate programs that aim to promote the MSME sector through landscaping studies and quantitative and qualitative methods based on market sizing and segmentation. Highlights of MSC’s quantitative research with MSMEs include robust study design, appropriate sampling methodology, scrupulous data collection methods, and cutting-edge analytical techniques to generate insights.

MSC conducted a comprehensive  study on MSE owners and key stakeholders in Bangladesh as part of a project for Nathan Associates London Ltd. The study sought insights on the use of mobile financial services (MFS) by MSMEs in the country. Through the study, MSC addressed key challenges and identified opportunities to meet the needs of MSEs while accessing finance from MFS providers in Bangladesh.

MSC’s key work in the MSME research space has been with Michel and Susan Dell Foundation (MSDF). We produced market insights on credit behavior and preferences for urban MSMEs. The mixed-method research generated insights that contributed to the design of financial products.

MSC conducted research studies to assess the state of finance for MSMEs in various African countries including Malawi, Uganda, and Rwanda. The research centered on evaluating three main areas—the current functioning of MSMEs, their role in the economy, and their financial needs. The study findings also addressed possible product development opportunities for financial service providers.

MSC recently conducted a study on the MSME landscape in Fiji with support from DFAT MDF. The study provided recommendations for regulators and policymakers.

Documents: MFS for MSEs study, MSDF MSME study, Fiji MSME landscape study (Sadly None are in public domain) BN 143, BN 169, BN 171, BN 172