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The ImpAct Project: Returning CARD to Client-Centered Service

The ImpAct Project: Returning CARD to Client-Centered Service. Prepared for the Special General Meeting of MCPI Members, May 20, 2005 BSP Multi-Storey Building, Manila. The Global ImpAct Programme.

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The ImpAct Project: Returning CARD to Client-Centered Service

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  1. The ImpAct Project: Returning CARD to Client-Centered Service Prepared for the Special General Meeting of MCPI Members, May 20, 2005 BSP Multi-Storey Building, Manila

  2. The Global ImpAct Programme • Imp-Act is a global action research programme designed to improve the quality of microfinance services and their impact on poverty. • The Imp-Act programme promotes the development of reliable social performance management systems, which include impact assessment. These systems reflect and respond to client needs, as well as the priorities of microfinance institutions (MFIs) and their stakeholders. • Imp-Act is a collaboration between 30 MFIs in 20 countries, as well as a team of academics from three UK Universities (IDS Sussex, Bath and Sheffield). Imp-Act was initiated, and is funded by, the Ford Foundation.

  3. The Philippine Imp-Act Project • A collaboration between CARD and MCPI • Activities involved --- Development and pilot implementation of a core model of an IA/MR information system with CARD as prototype Promotion and advocacy Building in-house capacities of MFIs to conduct IA and MR through training workshops, mentoring, coaching

  4. Like most most Philippine MFIs, CARD held the belief that • Impact Assessment, and even market research, are very expensive to undertake • IAs are one-off, donor-driven and externally-done studies • There is limited access to information on tools & methodologies to assess impact. • has not given IA and market research much attention • has, in recent years, remained focused on scale, operational and financial sustainability.

  5. Process

  6. Impact Assessment Workshop: Process • Key Questions Raised: • What, in your experience have been CARD’s impact? What are the main reasons for these impacts? • What should be the impact priorities for CARD? Why? How do these compare with CARD’s present Vision and Mission? • Based on identified impact priorities, what indicators can be used? Which indicators does CARD already have information on?

  7. Impact Assessment Workshop Participants:Workshop groups organized according to: clients, field officers, middle management and senior management/board Impact Areas: Identified Impact Areas covered individual, household, and enterprise level impacts

  8. Conclusions and Issues on Impact Assessment • Perspectives on Impact areas across clients, staff, management and Board more or less similar • Only a few of identified impact areas and indicators are available from CARD’s current systems • Membership Form • Loan Application Form • MIS

  9. Conclusions and Issues on Impact Assessment • CARD leaders’ philosophy puts heavy emphasis on economic empowerment as means to other forms of empowerment, translated as access to resources, primarily through access to financial services • Top Management and Board has also expressed a strong preference for impact information directly useful for improving organizational performance

  10. Conclusions and Issues on Impact Assessment • Board prefers only three to four impact indicators that can be tracked over time.

  11. food security housing children’s education productive assets Defining CARD’s impact priorities CARD’s Impact Areas

  12. CARD’s Vision Economic Empowerment CARD Poor Non-poor Monitor economic impact in quality of life

  13. Prelude to Change Top Management Research Unit CARD- Wide Field Report Change Process deploy Listening Process Validation Process Trigger Point Specific By Issue Field Officers Operations

  14. Learning Institution Attain goals Monitor Change or Reengineer Performance Deficiencies Examine Systems, Policies and Procedures Identify Bottlenecks

  15. Main Tools Remeans Test Client Satisfaction Focus Group Discussions PRAs On-course CARD Poor Non-poor Client Exit Survey Wealth Ranking of Exits

  16. ImpAct’s Impact on CARD Institutionalization of feedback loop Introduction of Individual-based Lending Simplification of Procedures and Paperworks Collection system “Balik CARD MRI” program Lakbay-Aral for Center Chiefs

  17. Work in progress • Training and research collaboration with Freedom from Hunger, Poverty Action Lab (MIT), IDEAS (Institute for Development Evaluation Assistance and Solutions)

  18. Work in progress • Training of field staff on the use of IA and MR tools Client Assessment Techniques Training for Fieldstaff

  19. Outreach No. of Branches No. of Staff Loan Portfolio Financial Strength Responsive Client Services : 137,000 : 97 : > 900 : PhP700 million : PhP1.5 billion : Credit Microinsurance Flexible Savings Scholarship Community Programs Credit with Education Technical Training RESULTS(As of December 2004)

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