1

Project Evaluation Report: Scaling Digital Financial Services

Prepared By

Grameen Foundation India

SUPPORTED BY

2

ACKNOWLEDGEMENTS

This report would not have been possible without the generous funding support from J.P. Morgan. Moreover, we thank our funders for their interest in evidence based reports that has helped us put together a strong measurement framework for the project. We are also grateful to our research partner- Institute of Rural Management, Anand (IRMA) for the insights from their research which provided Grameen Foundation India the framework within which the intervention was built.

We are forever indebted to our implementation partners- Child Survival India, Shikhar Microfinance Pvt. Ltd. and Sonata Finance Pvt. Ltd. in helping us pilot and scale our Innovation projects and offering their operations as a research and development backyard.

We would like to thank Mindfield Research for their data collection support in Uttar Pradesh and Urban NCR.

Grameen Foundation India Team:

Devahuti Choudhury Associate Director- Client Insights for Impact (CII) Priyanka Bhagat Associate Program Manager- Client Insights for Impact (CII) Wamiq Zia Data Analyst- Client Insights for Impact (CII) Neeraj Lekhwar Project Manager- Innovation in Digital Finance

3

TABLE OF CONTENTS: 1 Executive Summary 4

2 Introduction 7 3 Project Design 9 - Formative Research 9 - Triggers for low usage of bank accounts 9 - Implications for intervention design 9 - Defining the Theory of Change 10 - Project Implementation Strategy 13 4 Process Flow for the project 15 5 Project Evaluation- design and methodology 17 6 Insights from evaluation- Client Profile 19 7 Insights from evaluation- what changed? 23 - Financial Capability and usage of banking

products 23

- Banking experience 24 - Use cases: Goal commitments 28 8 Key Learnings 30 9 ANNEXURES Annex I: About project implementation partners 32 Annex II: FLW E-learning modules 34 Annex III: Client Sign up Forms 35 Annex IV: Baseline tool 36 Annex V: Endline tool 55

4

EXECUTIVE SUMMARY

In January 2016, J. P. Morgan, Institute of Rural Management, Anand (IRMA) and Grameen Foundation India came together to address the issue of low levels of activity in the bank accounts held by low income segments because of a shared vision that bank accounts can open up myriad opportunities to bring low income segments into the fold of formal financial services. This vision and the following proposition was in line with the focus of Government of India’s flagship schemes such as PMJDY and by extension the JAM (Jan Dhan, Aadhar and Mobile phone) trinity. Through an extensive research conducted by IRMA for 24,966 individuals primarily from households that fall in the Below Poverty Line (BPL) category, key barriers to optimal bank account usage were identified. These were:

a. Physical and psychological distance perceived while accessing banking infrastructure. b. Low levels of competence to operate banking products/procedures often leading to adverse

selection of products c. Mismatch between livelihood/occupation profiles of bank account owners and type of banking

products/channels available Grameen Foundation India, with its rich experience in financial services that leverages digital mediums that could be conveniently accessed by low income households- such as mobile phones, designed an intervention using its own research and insights gathered from the IRMA study. The implementation that was executed over a period of 3 months attempted to address 2 main issues-

a. Address low levels of awareness among low income segments around the different uses and benefits of using a bank account

b. Address the issue of access- present alternative channels along with the traditional banking infrastructure for a more consistent use of bank accounts

Given the gender focus and strategic focus of both J. P. Morgan and Grameen Foundation, the intervention was designed exclusively for women from low income households in rural Uttar Pradesh and Urban National Capital Region. The Intervention titled “chalta khata ek, upyog anek aur fayde anek”, was implemented through two Microfinance Institutions Shikhar Microfinance, Sonata Microfinance Pvt. Ltd. and an NGO- Child Survival India. The intervention design aimed at improving financial capability of women from low income segments through Front Line Workers. Research revealed that these FLWs are a key influencer towards financial decisions made by women. The project also used IVR based technology that pushed financial information through mobile phones that were owned either by women who enrolled into the program or some member of their household. The project was implemented over a period of 3 months. The expected outcomes from the intervention were set at increasing awareness levels of clients around bank account usage and adoption of banking products/services. The research design selected for the evaluation was a single group pre-posttest approach. A baseline study was commissioned in June 2017 for a representative sample of clients who underwent trainings and signed up for the intervention. After the intervention was completed, a follow up endline study was conducted in October 2017, for which the project team revisited the clients who had participated in the baseline study. Information relating to their banking experience and feedback on the project activities was captured. Some of the key insights from the evaluation are as follows:

5

Client Profile: The average age of women clients was 38 years and they primarily belonged to the scheduled caste or other backward classes. Since the project aimed at triggering decisions for more optimal usage of bank accounts, it was found that women mostly reach out to their household members or Front Line Workers at the financial institution for making such decisions. In terms of their access to digital mediums, 45% of the women surveyed owned personal phones. The other 55% have access to mobile phones owned by members of their household. Bank account activity: The project recorded an increase in bank account activity in the last three months by 11% among the sample of project participants surveyed for the evaluation. The increase was greater for rural areas where the increase was by 16% Access to banking services: Ownership of banking services such as passbooks and ATM cards recorded an increase for both urban and rural areas. However, the change was more significant for urban areas where ownership of cheque book increased by 20% and for ATM cards by 12%. Linkage of phones to bank accounts: The linkage of mobile phones to bank accounts increased by 15% in rural areas with no significant changes recorded for urban areas. Awareness about products available through bank accounts: The evaluation records a remarkable change for this metric with significant differences between rural and urban is significant. In rural areas awareness about pensions showed an increase by 40%, for Recurring Deposits by 36%, for Direct Benefit Transfers by 15% and for Remittances by 14%. In urban, awareness about pension product increased by 63%, for DBTs by 24% and for remittances by 18%. Awareness about channels for accessing bank account: Data collected through the evaluation activity shows a sharp increase in terms of awareness around alternative channels for accessing bank accounts. Awareness about CSP agents as point of transaction increased by 46%, about internet banking increased by 21% and for mobile banking increased by 13%. When disaggregated by household area, the increase in awareness about mobile banking was much higher for urban areas, by 37%. Perceived advantages for bank account usage: The evaluation exercise also sought to capture change in perceptions among respondents towards the advantages of using bank accounts. A significant increase was recorded in rural areas where response for interest earned on savings as an advantage increased by 18% and account as a channel for savings increased by 39%. There was also a 16% increase in perception around the ability to access credit through bank accounts. In urban areas, an increase was recorded for the perception around accounts as a channel for savings by 58% and for accessing loans by 39%. In addition to the above changes reported through the evaluation exercise, the intervention also required clients who had enrolled into the program to commit to individual financial goals, progress on which was tracked through the project period. 57% of the clients who participated in the endline survey recalled their participation in the financial capability building program and had set some personal financial goals. Overall, of those clients who signed up for the intervention, 53% of the rural clients and 26% of the urban clients reported that they were able to achieve at least one of their financial goals that they had set. The evaluation reveals a significant change in awareness levels around bank accounts and its usage. Relevant information, shared in a structured, consistent and in a manner convenient for the clients

6

helped reach these results. Use of channels such as Front Line Workers and IVR technology emerged from the contextual analysis of the client ecosystem and have therefore have played an instrumental role in shifting key performance indicators for the project. While goal based commitments have worked well in the past for different financial service interventions, particularly savings, for Grameen this was the first time to use a goal based intervention approach to influence clients towards optimal usage of their bank accounts. The shift in not just awareness levels but also perceptions around the importance and advantages of using bank accounts is evident in the data that has emerged from the evaluation. The endline exercise was conducted almost immediately following the intervention hence the change in key performance metrics are at best an observation at a point in time. Whether these will be sustained over time and lead to longer term outcomes such as improvement in savings, smoothening of consumption/income both at an individual and household level requires a more in-depth research and a longer intervention period for sustained reinforcement of relevant information. In conclusion, the value added to further the inclusion of low income segments into the formal financial sector by an intervention based on research and contextual knowledge cannot be underestimated. If the financial inclusion sector wants to move towards a scenario where even the low income segments access financial services through mainstream channels such as bank accounts, investment into building their capacities/competence levels for better engagement with such products is non-negotiable. Such interventions, when designed, will have to take into account the triggers and barriers in the ecosystem of clients, particularly when such clients happen to be women. Using influencers in a client ecosystem, the messaging and communication can be impactful as shown by the data from the evaluation where in spite of the limitation of a short project duration, the project was able to show a shift in awareness, uptake and even adoption of banking services and products.

7

INTRODUCTION

Financial inclusion is an important tool for inclusive growth, particularly for low-income populations. The Government of India, through the central bank - Reserve Bank of India (RBI) – has made concerted efforts to further financial inclusion. These efforts have broadened their scope and breadth by harnessing the private sector - NBFC1 Microfinance Institutions, Self Help Promoting Institutions, bank linked Business Correspondents and now Payment Banks & Small Finance Banks to play a major role in furthering financial inclusion in India. However, the impact of these on bringing low income segments into formal banking system has at best been lukewarm. A 2015 report by Price Water Coopers shows that 165 million people in India remain unbanked. Allowing for the large-scale efforts of the Prime Minister’s Jan Dhan Yojana towards opening bank accounts for every household (of an average of four people), brings down the number of unbanked to 41 million households. The recent demonetization drive has suggested a downward spurt in this data but long-term impact of the event in terms of change in financial behaviors of those using bank accounts is yet to be documented2. On the other hand, rapid advancement in technology lends opportunities to leverage digital channels such as mobile phones, as a feasible mechanism to not only offer financial services to the low income segments but to also measure financial behavior, product uptake and repeated usage. However, the excitement around the possibilities presented by technology should be tempered with an understanding of the reality within which low income segments exist and operate. Penetration of mobile phones and more importantly the type of phones, capability of low income segments, particularly women, in terms of their ability to use different functions of mobile phones, women’s agency in making decisions around financial services for themselves and their households are only some of the key factors that play a major role in determining the success with which digital mediums can successfully help such households transition to formal financial services. For institutions which are working towards achieving the mission of financial inclusion, it becomes critical to experiment and develop models which are in tune with the evolving financial ecosystem and technological advancements. Such models, as they move past the pilot stage and are built for scale can inform the strategic decisions for key stakeholders to drive adoption on ground and thereby achieve the goal of financial inclusion. In order to address this market gap, J.P. Morgan, Grameen Foundation India and Institute of Rural Management Anand joined hands and implemented a project to understand how bank accounts can be used more optimally with the use of digital channels. The project hypothesized that when key pieces of the ecosystem - i) infrastructure to access banking products, ii) relevant use cases for the account, and iii) trust building, education and handholding - are in place, it leads to improved usage and adoption of financial services and lower dormancy. For the last mile connectivity, IRMA and GFI believe that digital technologies coupled with a human agent network are a relevant solution.

1 Non Banking Financial Companies 2 The evaluation activity was not focused on measuring the impact of demonetization on the usage of bank accounts but some of the reported insights indicate some of the immediate outcomes. The same have been discussed in the relevant sections of this report.

8

This document is an attempt by the GFI team to present the findings from the evaluation that was an integral part of the project design. The project used a simple pre-post methodology with a representative sample that has significant power to determine results for the anticipated outcomes of the intervention. The results have been found to be significant for the key performance indicators that were mapped for the project and present an exciting prospect for all the stakeholders involved who may be interested in scaling such an initiative for great outreach and impact.

9

PROJECT DESIGN: The project funded by J.P. Morgan was implemented over a period of 18 months. The project design comprised of distinct components, each playing a role in defining and contributing to the overall objectives of the partnership. The following section describes the different components that flowed into the crafting of the final intervention:

Stage 1: FORMATIVE RESEARCH3: As the research partner for this project, IRMA conducted the survey between May 2016 and November 2016 and covered a total of 24,966 individuals across 34 villages of Uttar Pradesh and 40 wards of Delhi/NCR region. Of the 24,966 individuals, 74% of those surveyed (18,396) were from 3,450 households in rural Uttar Pradesh and the balance 26% of individuals (6,750) were from 2,000 households in Delhi/NCR region. The research focused on low income households across both rural and urban areas. Based on the learnings from the research, J. P. Morgan subsequently supported a pilot intervention where GFI partnered with three organizations in Delhi and Western UP to support the implementation based on the research insights. GFI also undertook a formative research with 300 clients who were clients/programme participants of the field partners identified for the project. Of the 300 participants of the study, 150 clients were from rural area of western Uttar Pradesh and the remaining 150 clients were from the urban region of Delhi/NCR. This helped us to understand the financial ecosystem of the clientele we were most likely to engage with on this project. The findings from this study gave insights on the current financial behaviour, their exposure to digital financial services and the willingness to adopt digital mediums for availing information on financial products.4 Following are some of the key findings from the research that contributed to the intervention design:

1. Triggers for low usage of bank accounts: a. Transaction Costs incurred while accessing banking infrastructure: These costs pertain

not only to the cost of travel but also opportunity costs in terms of time spent while

3 The findings of the research were documented in a report “DECODING BANK ACCOUNT USAGE BY LOW INCOME SEGMENTS: PLACING REALITY IN A DIGITAL ECOSYSTEM” which was published during the APAC conference organized by GFI on September 13th 2017. 4 http://grameenfoundation.in/pushing-digital-platforms-how-ready-is-the-client-ecosystem-a-webinar-by-grameen-foundation-india/

10

conducting a banking transaction, loss of work due to mismatch with the operating hours at the bank

b. Information Asymmetries: Both the surveys also revealed dismal levels of knowledge among low income clients about the potential use of their bank accounts and key features and benefits associated with their bank accounts- particularly the BSBD (Basic Savings and Basic Deposit) accounts offered under the PMJDY scheme.

c. Inappropriate Product Selection: Because of limited knowledge about banking products and procedures, the survey revealed that low income households have limited knowledge about the kind of banking products/ accounts that they should avail to suit their economic and livelihood profile.

2. Implications for intervention design:

a. Enabling access to banking infrastructure: Any intervention aimed at improving access to bank accounts should be able to address the issue of physical access which still remains a significant barrier to optimal bank account usage.

b. Alignment of banking products with the economic activity of low income households: In making financial decisions, low-income households were evaluating trade-offs between informal and formal sources of banking considering factors such as interest rates, the extent to which cash mattered in their daily economic activities, and the ease with which it was possible to meet emergency needs. Hence, the intervention must help clients connect with relevant products/ features associated with their bank accounts that suit their needs and economic profile.

c. Competence of the Individual to bank: Both IRMA and GFI research revealed that while there is a willingness to bank (provided the issues around access and product relevance are addressed), competence needs to be addressed through adequate capacity building efforts and can have particularly large effect on optimal usage of bank accounts.

d. Significant preference for formal banking services amongst women compared to men: Research revealed that women show a definite preference for formal banking services when compared to men who prefer to keep their money at home. This is a very important factor while designing an intervention where women are viewed as the change agents to effect behavioral changes at the household level, in addition to individual behaviour change.

e. Digital mediums as a channel of engagement: In order to address the challenges around physical access to bank accounts as well as improving the competence of low income segments to bank, research suggested the use of digital mediums as a potential channel. Both the IRMA as well as the GFI study highlighted high penetration of mobile phones at the household level but a significantly low ownership among women. Irrespective of gender, phone ownership- especially in rural areas was restricted to feature phones and usage of mobile functions was limited to voice-calling. Due to low literacy levels, SMS as a medium for communication and/or receiving information was rated much lower than voice based functions such as IVR.

Stage 2: DEFINING THE THEORY OF CHANGE: At Grameen Foundation, our work is grounded in domain level theories of change (ToC). When we design a project we should be able to articulate why we think a set of activities will simulate a particular sequence of events and how that sequence of events will happen. For the project, the ToC was formulated from our strategic activities beginning with the highest-level impact, the model works backward to establish the necessary pre-conditions for that highest-level change to occur.

11

Assumptions for the project’s ToC:

1. Clients want formal financial services 2. There IS a sustainable business case for FSPs to serve the poor 3. Technology can be an enabler to service delivery 4. Usage of formal banking services has positive impact on overall financial resilience of low

income households; we strongly assume that - excluding instances in which access has been abused

The program stakeholders had a unique and interrelated role to play in change model. The stakeholders are: 1. GFI (Change facilitator) 2. Technical Partner (Develop training modules of Field staff) 3. Sonata/CSI/Shikhar (marketing to clients to actively use their bank accounts) While developing the theory of change for the project, along with the project objectives, mapping of problem statements for each of the implementation partner was also taken up, to assess if the program objectives are in alignment with their needs. The exercise helped GFI to develop a better understanding of the business questions each of the partner was looking to solve for and accordingly create a mutually agreeable project implementation framework.

Partner Name Client level barriers in accessing bank accounts

Triggers for partner buy in

Child Survival India

1. Lack of ‘convenient’ access to a bank branch and thus high transportation and opportunity cost to visit the closest branch. 2. Low levels of awareness about banking products and procedures 3. Knowledge of alternative means of accessing the bank account.

CSI is involved in various health initiatives in urban Delhi and nearby areas. They observed a strong correlation between health and financial resilience thereby feeling the need to make inroads into the financial services space. They hoped to pitch health related/ Goal based savings to their beneficiaries. (They are doing this intervention exclusively with GFI’s technical assistance)

Shikhar Microfinance

1. Lack of ‘convenient’ access to a bank branch and thus high transportation and opportunity cost to visit the closest branch. 2. Low levels of awareness about banking products and procedures 3.Informal and unreliable channels acting as a substitute for availing formal banking services

Shikhar was looking for a solution which can make their repayments seamless and cost effective. Same can be achieved through ECS, Bank Transfers or through the BC channel but such is possible only if their outreach has bank accounts and is actively using them. The proposed GFI intervention helped trigger their larger aspiration to go the digital way. In addition, Shikhar was also actively seeking training solutions for their FLWs to empower them with DFS related

12

information/knowledge. Use of G-Leap5 as an effective resource to impart standardized training on the subject had a lot of appeal for the MFI

Sonata Microfinance

1. Lack of ‘convenient’ access to a bank branch and thus high transportation and opportunity cost to visit the closest branch. 2. Low levels of awareness about banking products and procedures 3.Informal and unreliable channels acting as a substitute for availing formal banking services

Sonata aspires to build its capabilities, as well as those of its clients to move to a cashless Disbursement and repayment model. Risks associated with cash intensive operations can also be mitigated by moving clients to a cashless repayment system such as Aadhaar Enabled Payment System (AEPS)

Thus the theory of change was formulated as follows where the project aimed to work with women through selected partners towards: • Creating awareness on Financial services with focus on digital financial services • Information dissemination about the relevant use cases of a bank account, and • Provide handholding support to uptake new products The project intervention was designed with following perspective: • Women with bank accounts will become active users, take up new products driven by use cases and show improved frequency of access AND • Gain exposure to digital financial services that will encourage uptake of financial services through the digital channel AND • The FSPs will have streamlined operations with a trained HR frontline to ensure that the organization is poised for expansion of product offering through the banking/digital channel

5 Grameen Learning Platform (G-Leap)

13

Theory of Change

Stage 3: PROJECT IMPLEMENTATION STRATEGY AND ACTIVITIES The project required to develop an understanding of the demand side perspective on financial products and services for which the poor clients have unmet needs around. Such understanding is necessary to develop a strong value-proposition for them to use financial services through digital channels. Thus the research findings along with GFI’s field expertise and insights were combined to develop an intervention which could help poor clients to use their bank accounts and uptake financial services. However, this was also the period when some key changes were observed in the financial ecosystem of India which had a direct bearing on the project outcomes which were set at the beginning of the project. During the time of conceptualization of the project, activity rates in PMJDY accounts were in the range of 30% and thus improving the same was one of the goals of the project. These rates have improved over last one year primarily because of the government push on the several fronts. Main push has come from Direct Benefit Transfer (DBT) for all subsidies (G2P payments) directly into the beneficiary bank accounts. This included LPG subsidies, social security pensions, scholarships and MNREGA wages. Secondly, decision of the government to discontinue the use of Rs 500 and Rs 1000 notes and requiring to get the same exchanged before 31st December 2016 ushered people to banks in droves. The activity has not been limited to exchange of the old notes but may have also resulted in people depositing or withdrawing the funds into their own as well as into other bank accounts. Government was simultaneously pushing for cashless transactions through various mediums and was trying to incentivize it for certain categories. The repercussions of these actions in the next few months made it difficult to measure the impact of the project intervention on the activity levels in the accounts. Considering these factors, it was decided to measure the impact of the intervention not in terms of the

14

bank account activity levels but in terms of product usage and new product adoption. Use of technology to train field staff and also to disseminate timely and adequate information to clients through channels such as IVR were identified to fulfil the project objectives. In response to the reasons for account inactivity and low uptake of financial products an intervention was designed and was named “Chalta Khata Ek Upayog aur Fayde Anek” to be tested over a course of 3 months and focused on addressing three major gaps which were highlighted through the research. 1. Financial Capability Building and Handholding 2. Access to Banking Infrastructure 3. Use Case Product/Solution Information.

15

PROCESS FLOW OF THE PROJECT: FLW Training:

Client Sign Up Process:

1. Geography selection and client identification Identification of 15,000 women clients through three partners was the first step of project implementation. Both rural and urban partners were identified and expected target client base sourced from each of them is given below.

Region Partner Organization Type of Organization

Project Intervention Region

Targeted Client Base

Rural Sonata Finance Private Ltd.

Micro Finance Institution (MFI)

Uttar Pradesh 10,000

Urban Child Survival India(CSI)

Non Profit/NGO Delhi/NCR 3000

Urban Shikhar Microfinance Pvt. Ltd.

Micro Finance Institution (MFI)

Delhi/NCR 3000

Group trainings for

15000 clients on financial capacilty

building by FLWs

(Duration :~30-45 mins)

FLWs fill SignUpform for all 15000 clients who attend

training

Data is digitized for clients who

sign up for the project

Clients sign up for

intervention by:

1. Signing Consent

form

2. Define personal

goal

Clients are given

acknowledgement slip

about signing the

project along with a

Keepsake (Purse)

And 1 page training

summary+Calender

Intervention begins

16

At CSI, FLWs conducted door to door surveys to identify people with bank accounts and recorded their details as per the predefined questionnaire. The details gathered during the survey is digitized in excel file for first level of analysis. Data has already started flowing in and first level of analysis has been conducted by the GFI team. For Shikhar and Sonata, MFI’s database was used to extract client level information and additional information related to ownership of bank accounts and usage patterns was collected by the FLW team during the training process. 2. Field Level Worker Training: One of the key components of the intervention was training field level workers (FLWs) on Grameen Learning Application (GLEAP)6 These FLWs further worked on developing capability of clients on various aspects of banking product and services. This included making them understand the importance of an active saving account and also introduced them to various product and banking services the clients could avail through banks. A module was also included for FLWs on learning to engage with clients in group meetings. Each module was for a duration of 45-50 minutes with 5-6 chapters. Each Chapter had an assessment at the end which the FLW had to pass to move on to the next chapter. The content outline for the FLW training modules is given in Annexure 2. 3. Client Capacity Building: Five modules from the FLW training modules related to banking concepts were customized for client capacity building. This customization was done on the basis of the key messages that project wanted clients to imbibe and put into practice. 4. Client Signup and Goal Setting: Understanding the importance of commitment based intervention, clients were asked to participate in a voluntary goal selection exercise. Goals were designed to increase client’s interaction with formal banking system and ultimately improve the activity rate into their accounts. The clients who signed up and set personal goals were registered through a sign up form7 and a welcome kit which included a keepsake. The keepsake was a purse with goals commitment receipt were given to clients so that they could remember their goals and aim to complete them. After this step the clients were part of the 3 months intervention where the follow up on their financial goals and information dissemination about banking and financial services was undertaken.

6 http://grameenfoundation.in/g-leap-grameen-learning-platform/ 7 Refer to Annexure 3

17

PROJECT EVALUATION The project evaluation strategy was developed based on the theory of change defined for the project. For each of the client level outcomes, indicators were defined which would help understand the changes observed in the client’s financial ecosystem after participating in the intervention. The key indicators identified on the basis of the client level outcomes committed as part of the project deliverables were as follows:

Project Deliverable/Outcome Indicators Source of Data

15,000 (10,000 rural and 5,000 urban people) will be trained on Digital Financial Literacy (DFL). Increased outlook towards digital financial transactions, small saving based products and benefits. Additionally, the last mile connection which is the FLW (Field Level Worker) would be strengthened by training them on a E-Learning platform- G-LEAP to help them enable better client uptake by understanding account dormancy and related issues.

● No of Clients trained by region

● No of FLWs trained on GLEAP by region

Sign Up Form GLEAP

dashboard

At least 5,000 of these 15,000 will start using their bank accounts optimally and will adopt new associated products (3,000 out of them would be in rural and 2,000 in urban areas)

● No of clients who sign up for the intervention by region

● No of clients who make commitments on financial goals

Sign Up Form

By the end of the grant period, the activity rate in their accounts will improve with respect to the following.

● Frequency of usage of digital financial services.

● Adoption of new products.

● Awareness levels of clients about different financial products

● Product Usage ● Bank account Activity

rate ● Awareness and Use of

Digital Financial Service ● Financial Goal

Achievement

Endline Study

Methodology: The research design selected for the evaluation was a single group pre-post test approach. A baseline study was commissioned in June 2017 after a subset of clients who underwent trainings signed up for the intervention. After the intervention was completed, a follow up endline study was conducted in October 2017, where the project team revisited the clients who participated in the baseline study and captured information related to their banking experience and feedback on the project activities.

18

Design limitation: One of the limitations of the evaluation design is the inability to factor in changes that could have been influenced by the presence of similar interventions in the geographies where project activities were implemented. In the absence of a counterfactual in the evaluation design, it is difficult to assess whether the changes observed are purely attributable to the project or even to some of the external events that took place concurrently. Sample: Overall, a sample of 400 clients was selected for the evaluation exercise at 95% confidence interval and power of 80%. The intervention used three different types of information dissemination strategies and thus there were three treatment arms. For each treatment arm, a sample of 100 respondents was randomly selected from the database of clients who had signed up for the intervention. The overall sample of 400 was distributed across urban and rural clients and thus 100 clients were selected from the urban region and 300 were from the rural region.

Region Partner Baseline Sample Achieved

Endline Sample Achieved

Rural Sonata 316 293

Urban CSI, Shikar 98 89

414 382

Survey Instruments: The evaluation methodology used a quantitative approach to measure the key performance indicators for each of the outcome areas. A comprehensive survey tool was developed by the GFI team that helped profile clients and their households, measure indicators for access to financial services including banking products, awareness levels about banking products and services, gauge agency and participation in financial decision making for themselves and their households, access to and awareness of digital channels available for banking transactions8. Data collection: The results presented in this evaluation report are based on analysis of primary data set collected through a third party agency. The data collection team was trained by GFI team on the survey tools and quality control measures were put in to ensure high degree of accuracy.

8 The survey instrument used for the evaluation is presented under Annex 4 and 5

19

INSIGHTS FROM THE EVALUATION: PROFILING THE PROJECT OUTREACH- Who participated in the program? Using the data collected during the baseline survey, the demographic profile of clients who participated in the intervention is presented in this section. Since the same cohort was surveyed at endline, the demographic indicators have not been compared between the baseline and endline. The pre-post survey consisted of questions on financial awareness, financial behavior and banking experience among other indicators. The profile of women who participated in the project is described in the following section. • Age – Average age of rural client was 35.1 years and 37.5 years for the urban clients • Occupation-About 35.8% of the rural clients and 52% of the urban clients reported that they were working members of their household. The occupation of these working clients is depicted in the table below,

• Education: Nearly 70% of the clients who signed up for the intervention were either literate or barely completed primary level of schooling. Thus the competence to use digital mediums such as mobile phones is largely compromised for this segment and is an area that needs considerable investment in any implementation that is designed for this segment. The GFI intervention with its partners took care to address this gap through the handholding provided by the FLW and use of IVR technology to build financial capability of end clients factored in their limited digital/numeric literacy levels.

2.8%

3.5%

7.6%

11.7%

8.2%

1.9%

64.2%

0.0%

0.0%

6.1%

16.3%

26.5%

3.1%

48.0%

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0%

Agriculture

Livestock

Salaried Job

Labour- Farm /Non Farm

Trade

Manufacturing goods/services

Home Maker

Occupation

URBAN RURAL

20

• Social classification by caste: The clients who signed up for the intervention belonged primarily to Scheduled castes and Other Backward Classes which are known to rank low on different socio-economic indices- most particularly economic poverty.

CASTE RURAL URBAN

SC 58% 29%

ST 3% 2%

OBC 34% 50%

General 4% 19%

Others 2% 0%

The household level poverty profile of clients from different caste based groups is presented in the following table :

Poverty Concentration(%) by Caste groups for $4 2011 PPP poverty Line

Caste RURAL URBAN Overall

SC 43.0 29.5 41.2

ST 36.0 37.1 36.2

OBC 38.7 27.7 35.2

General 34.3 18.8 24.8

Others 35.9 NA 35.9

• Household Poverty Profile : Poverty levels observed for the study population (partner outreach) are compared to the poverty rate of the regional population which is Rural Uttar Pradesh and Urban Delhi. Overall, the incidence of poverty for base population in rural UP for $4 poverty line at 2011 PPP is 68% , whereas in the study population the proportion of such households is 59%. Similar differences are observed in the urban region as well. This economic segmentation was conducted through the use of

69.62%

72.45%

19.30%

20.41%

9.49%

5.10%

1.58%

2.04%

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00%

RURAL

URBAN

Education

Primary or below, or not literate Middle Secondary or Higher Graduate and above

21

Poverty Probability Index9 which is a statistically relevant, easy to use tool for poverty measurement.

• Mobile Phone Access: 44 % of the rural Clients and 46% of the urban clients had access to Personal mobile phones. However, most of these clients were using basic feature phones.

Type of Mobile phone owned Rural Urban

Smart Phone 12.32% 22.22%

Feature Phone 87.68% 77.78%

99% of client households had access to a mobile phone, smartphone penetration was found be lower in rural (26%) households as compared to urban (62%) households. The following table presents information on the functions clients can perform using their phone. Most of the clients were only comfortable with the basic functions like making a call or answering one.

Functions on Mobile Phone Rural Urban

Receive a call 98.10% 98.98%

Dial number 74.37% 71.43%

Send SMS 15.19% 14.29%

Read SMS 18.99% 28.57%

Use Internet 1.90% 8.16%

9 https://www.povertyindex.org/country/india

7% 2.5 3 1.3

26.011.3 12

6.4

11.0

7.1 8

4.4

19.0

16.0 15

11.5

5.0

4.0 3

3.1

32.0

59.1 5973.3

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Rural UP Rural_MFI Urban Delhi Urban_MFI

Po

vert

y C

on

cen

trat

ion

(%)

Poverty Profile of Client Households

>$4

$3.8-$4

$3.1-$3.8

NPL-$3.1

$1.9-NPL

22

•Bank Account Ownership: All the women who signed up for the project had access to a personal bank account.

Influencers for financial decision making: During baseline the clients were asked to rank their preference towards soliciting advice when making decisions for availing financial product or services. About 82% of the clients have ranked staff from the financial institutions they interact with as one of the preferred source. Thus, this re affirmed the decision to use a team of FLWs for client trainings on this project, as they are one of the trusted entities in the client’s financial ecosystem.

Understanding the profile of the project outreach was of paramount importance for the intervention to craft an engagement design that factors in the realities within which low income segments, particularly women exist. While indicators used for profiling are not likely to change over the project period, the baseline collected such data in order to add nuance to the key performance indicators and the expected changes thereof. In essence, the evaluation results should be meaningfully interpreted for the following profile of clients:

● The average age of women indicates that they are most likely part of the age group that may actively participate in the current workforce even though just a little over a third in rural areas and about half of the sample in urban areas were gainfully employed

● Most of these women belong to scheduled castes and Other Backward classes as classified by the Government of India. These social groups are historically marginalized and are markedly weaker when it comes to their economic profiles. Our data shows that these groups are poorer by more than 10 percentage points than their counterparts from the general castes for $4 poverty line at 2011 PPP.

● While women’s agency in making self-driven financial decisions was low, it was key for the intervention to note influencers in their ecosystem. Their financial decisions are highly influenced by family members (78% of women ranked household members as first preference) and by FLWs (16% of women ranked them as first and 49% as second preference) and to some extent by the group members that they associate with on a daily basis.

● In terms of access to mediums of engagement such as mobile phones, the ownership of these devices continue to remain low among women. In spite of the fact that the sample was wholly made up of women clients who had wilfully signed up for the intervention, just about 44% of rural and 46% of the urban clients had their own personal phones. The type of mobile phone owned is primarily a basic feature phone and in terms of functional knowledge, most women have very limited capabilities to operate a mobile phone beyond dialing numbers and accepting calls.

23

KEY INSIGHTS FROM EVALUATION EXERCISE- WHAT CHANGED? The results from the endline survey are reported in the following section which will help one understand the extent to which changes were observed in the key performance indicators for the expected project outcomes at the end of the intervention. 1. Financial Capability and Usage of banking Products The awareness level of clients on different financial products that are available through the use of a formal bank account was captured through the evaluation. Overall for both rural and urban, awareness level has improved significantly as compared to baseline.

The positive change in awareness level for products such as pension was observed to be particularly high for both rural and urban areas. Overall, the change for this metric is markedly higher for rural areas where significant change was observed for 5 of the 6 products that were queried through the survey tool.

Awareness of product available through bank accounts

RURAL URBAN

Baseline Endline Difference Baseline Endline Difference

Pension 53% 93% 40% 36% 99% 63%

Life Insurance 89% 91% 2% 95% 99% 4%

FD 70% 87% 17% 90% 91% 1%

RD 53% 89% 36% 89% 87% -2%

DBT 70% 85% 15% 76% 100% 24%

Remittances 39% 53% 14% 60% 78% 18%

As a follow up to the question on awareness levels about different financial products, we asked those

24

clients who were aware about a particular product, if they had used the product in the last 3 months to coincide with the intervention period. However at baseline the reference period was the last 6 months, readers should keep this difference in mind while reading the following table which presents data on product usage:

RURAL URBAN

Baseline , Reference period-

past 6 months

Endline Reference Period-

Past 3 months

Baseline , Reference

period- past 6 months

Endline, Reference Period-

Past 3 months

Pension 10% 3.30% 0% 2.30%

Life Insurance 8% 34.00% 18% 9.10%

FD 12% 2.30% 7% 7.40%

RD 17% 7.30% 14% 14.30%

DBT 35% 45.20% 57% 56.20%

Remittances 2% 1.30% 3% 47.80%

2. Banking Experience a. Bank Account Activity The consistency in bank account activity was determined by recording the time line of the most recent transactions made by the clients. At baseline we observed that the account activity rates were at 64% over a three month reference period and at endline the activity rates for the same reference period was reported at 76% and the difference in the account activity levels was found to be significant. The intervention lasted only for three months and the difference in the account activity during the intervention period presents a significantly positive result.

At endline, the rural clients have recorded 80% active accounts whereas the urban clients are at 64% where activity rates are defined as transactions conducted in the last three months from the survey date.

25

The financial goals that the clients worked towards as part of the intervention were designed to motivate them to utilize their bank accounts more frequently and consistently. However, this outcome is much stronger for rural areas when compared to urban in spite of both the areas recording significant increase in awareness levels around bank account usage.

Most Recent Account Activity

RURAL URBAN

BASELINE ENDLINE DIFFERENCE BASELINE ENDLINE DIFFERENCE

Last month 22% 32% 10% 44% 31% -13%

In the last 2-3months 42% 48% 6% 22% 33% 11%

In the last 4-6 months

17% 10% -7% 21% 18% -3%

More than 6 months ago

18% 11% -7% 12% 18% 6%

b. Type of transactions The type of transactions clients undertake through their bank accounts gives an idea of their typical use of bank accounts. Data from several other projects and formative research have shown that mostly accounts have been used for basic withdrawal and deposit type of transactions and the baseline and endline studies also present a similar picture. However, significant difference has been reported for DBT transactions, and for other transactions the difference is small yet found to be statistically significant. The following table presents the data for rural and urban clients separately.

Type of Transactions

RURAL URBAN

Baseline Endline Difference Baseline Endline Difference

Withdraw Money 97% 98% 1% 99% 97% -2%

Deposit Money 92% 96% 4% 97% 92% -5%

Transfer Money 3% 5% 2% 4% 3% -1%

Receive Govt. subsidies

9% 37% 28% 8% 39% 31%

Utility payments 1% 5% 4% 2% 1% -1%

c. Access to bank-linked transaction enablers:

Mostly clients have universal access to passbooks to operate their accounts, however the endline study shows that there is a notable increase in access to Cheque books and Debit cards in rural as well as urban clients. The changes for this metric are more significant for urban areas attributable to the closer proximity that these clients share with banking infrastructure which could have contributed to quicker turn around on their goals. It is important to note that using ATM card was one of the nine use cases which was offered as choice of financial goal.

26

Access to bank-linked transaction enablers

RURAL URBAN

Baseline Endline Difference Baseline Endline Difference

Passbook 100% 99% -1% 100% 99% -1%

Cheque Book 17% 20% 3% 12% 32% 20%

ATM/Rupay card 22% 27% 5% 41% 53% 12%

d. Phone Linkage

While percentage of phone ownership has not changed over the project period, baseline results reported that 78% of rural and 90% of the urban clients have their phone numbers linked to their bank account. At endline, incidence for this metric has risen to 93% in rural and 92% in urban areas where clients have reported that their bank accounts are linked to their phone. In such cases where clients do not have a personal mobile phone, phone numbers linked to the bank accounts could belong to a household member

e. Channels for using Bank accounts One of the key barriers highlighted by the IRMA research was physical and psychological distance that low income segments profess between themselves and banking infrastructure. Hence, it was important for the intervention to address the knowledge gap that could possibly hamper their uptake of formal banking services. The awareness levels about the various channels available for using the bank accounts was captured at baseline and endline. The differences observed in the awareness levels at endline for the overall group was found to be significant for alternatives such as CSP agent, mobile banking and internet banking.

27

The following table presents the data for the awareness levels collected at baseline and endline for the rural and urban clients.

Channels for banking transactions

RURAL URBAN

Baseline Endline Difference Baseline Endline Difference

Bank Branch 97% 100% 3% 100% 100% 0%

ATM Center 91% 95% 4% 99% 98% -1%

CSP Agent 24% 68% 45% 12% 64% 52%

Internet banking

20% 38% 18% 48% 80% 32%

Mobile Banking

27% 33% 6% 42% 79% 37%

f. Change in perception: Challenges and Advantages of using Banking Accounts

Through the initial client trainings and through the intervention, an effort was made to communicate the uses of using formal banking services. Advantages of using bank accounts as reported by clients at baseline and endline are as follows, the difference in the responses to options on interest earned, saving through different financial products and loan facility have shown considerable increase.

Advantages of using bank account

RURAL URBAN

Baseline Endline Difference Baseline Endline Difference

Security of money

94% 96% 3% 98% 100% 2%

Interest is earned

66% 84% 18% 67% 64% -3%

Help save money through different products

11% 50% 39% 14% 72% 58%

Facility of loans 15% 31% 16% 1% 40% 39%

None 9% 3% -6% 4% 2% -2%

28

It was also important to understand the challenges clients face when they try to use their bank accounts, the data on this question from the baseline and the endline study is presented below. At endline, the key challenges reported are difficulty in understanding the processes and the visits to bank branch being time consuming. Continued efforts will be required to help clients fully have a grasp over the benefits of various products and services and how to avail them.

Challenges Faced Rural Urban

Baseline Endline Difference Baseline Endline Difference

Bank Staff is not helpful 15.51% 23.90% 8.39% 12.24% 18% 6%

I do not understand the processes at the Bank branch

43.67% 37.20% -6.47% 46.94% 20.20% -27%

Visiting the branch is expensive

27.53% 28.70% 1.17% 42.86% 10.10% -33%

Visiting the branch is time consuming

25.00% 39.90% 14.90% 28.57% 30.30% 2%

Banks are crowded 4.43% 23% 18.44% 4.08% 2% -2%

3. Use Cases a. Use Cases Identification Nine use cases were identified and were presented to the clients as options for selecting their personal financial goals. These goals were selected keeping in consideration that clients who sign up for the intervention would want to select goals on the basis of their current financial product usage. Also, the project aimed at motivating and handholding clients through the trained force of FLWs to take up goals which would take them a step ahead in terms of their experience with financial services. Thus , basic goals such as activate dormant account, savings related products were part of the use cases along with goals such as use of insurance products and digital financial services. The training sessions by the FLWs were structured in a manner that clients had information about all the nine use cases and could consult the FLWs in case they had any problem in completing their financial goals.

b. Goal Setting and Achievement data About 57% of the clients who participated in the endline survey recalled that they did participate in a financial capacity building program and had set some personal financial goals. Overall, of the those clients who signed up for the intervention, 53% of the rural clients and 26% of the urban clients reported that they were able to achieve at least one of their financial goals.

29

Financial Goal Achievement Status RURAL URBAN Grand Total

All goals achieved 41.64% 13.48% 35.08%

Some goals achieved 11.26% 13.48% 11.78%

None achieved 5.80% 23.60% 9.95%

Don’t Remember/ No Goal Set 41.30% 49.44% 43.19%

Key Deliverables

As part of the project deliverables 15,488 women clients (10,319 rural and 5169 urban clients) were trained by a team of 98 FLWs across three partner organizations. Trainings were imparted on the importance of banking, basics of banking, different financial products and digital financial services.

The 98 FLWs were trained through class room sessions by GFI and GFI’s e-learning application GLEAP was also used to impart trainings and assessments.

Of these 15,488 women clients who were trained, about 3730 rural and 2150 urban clients signed up to participate in the intervention which required them to set personal financial goals and work towards achieving them over the period of three months.

As reported earlier, during the endline study, 52% of the rural clients and 27% of the urban clients who signed up for the intervention completed one or more of their financial goals.

Thus, we conclude that about 1940 rural and 580 urban clients achieved at least one of their financial goals which they committed to when they signed up for the intervention.

30

KEY LEARNINGS: 1. In line with the research finding from IRMA it has been observed that the uptake of any financial product and services is dependent on the underlying economic activity or a use case at a client level. When a relevant use case is identified for a client based on her current bank usage, the chances of adoption improve significantly. 2. Once appropriate use case(s) are identified, they will need to be backed by constant training and making client aware about the benefits of the use case in her day to day life. Follow up and handholding, wherever required, acts as a catalyst in the process. Other than physical follow ups by FLWs, reminders through IVR can be sent if the population to be engaged with is significantly large.

3. Cost of accessing banking services and channels is still high in certain areas in terms of actual distance from the bank. Hence, bridging such a gap through investment in creating such access points as well as in building capacities of clients to have more meaningful engagement with banks is of paramount importance. Thrust on generating awareness about the various access points through adequate promotion and marketing activities is also necessary. 4. Psychological distance from the bank: The IRMA research also revealed the anomalies in distance reported between residence and different kinds banking entities. As mentioned in the previous point, physical distance is definitely a significant barrier to access, but so is the psychological distance. Many respondents perceive the distance also in terms of the lack of knowledge about these entities (as reported through the low levels of functional knowledge about different banking procedures, limited branding/promotional activities by mainstream banks among low income groups) as well as due to poor customer service received. 5. Peer to peer learning is a key driver for adoption of financial behavior as well as uptake of banking services. It has been observed that in spite of the intervention, individual action is highly dependent upon the personality of the client herself. However, in a group setting, clients act as change agents pushing for higher levels of engagement through collective action. An example can be seen through cases where women mobilized themselves into groups and renewed their relationship with local banks where individually they felt intimidated to approach the bank.

6. Our research (including evaluation activities) have shown that Front Line Workers influence client's uptake of financial services in terms of their decision making. Hence, the choice of channel to facilitate engagement to effect any change among clients is a major determinant of success. Investment into the capacity building of FLWs was an important feature of the project intervention and has played a significant role in the enrollment of clients into the program as well as their sustained interest.

7. To further DFS, it is important to recognize the realities within which the women clients exist. Facts such as dismal rates of personal phone ownership, low rates of numerical and digital literacy were keystones for the development of the intervention design. The gaps between the supply side of the DFS

31

space and that of the client level ecosystem is stark and this project has been able to highlight these differences through its research and subsequent interventions.

8. Choice of partners for such an intervention is a key determinant of its success. 2 of the partners in this intervention are financial service providers and one is a non-profit that does not have a history of providing financial services but has a strong presence in the local community. The endline results show that the adoption of financial services (measured through the completion of committed goals) is higher for clients from the MFIs than for the NGO. This is not to say that the latter's achievements are insignificant, but the investment required- in terms of time and resources- has to be much higher given that the intervention was just for 3 months. Another important point in terms of partner choice is the amount of time that the project team had to spend to conduct due diligence of potential partners and to establish their buy in to not just engage for the project duration but to take the pilot to scale should it meet their objectives successfully.

32

ANNEXURES

Annexure 1:

Project Implementation Partners

GFI identified the following three partners for project implementation, based on the geography, the project objectives and the interest of the organizations to participate in an action research project.

Region Partner Organization Type of Organization

Rural Sonata Finance Private Limited Micro Finance Institution (MFI)

Urban Child Survival India(CSI) Non Profit/NGO

Urban Shikhar Microfinance Pvt. Ltd. Micro Finance Institution (MFI)

The following table illustrates the key activities which each of the partners were responsible for during the project implementation phase.

SONATA +CSI+ Shikhar Technology Partner- Awareness Campaigns

● Access to client base ● Allocate field staff time to undergo training, conduct client

trainings, collect and share feedback through periodic ● Monitor and track client’s behaviour wrt the access to

their bank accounts. ● Allocate senior level resources to drive the project and

promote buy-in

Handy Train ● Send scheduled

messages to registered clients

● Enable clients to access/pull content

● Provide reports based on the call logs

G-LEAP ● Develop training

content for Field Officers

33

Grameen Foundation India

● Development of intervention ● Training modules for client and staff of

the implementation partners ● Design and conduct multi-level Train the

Trainer programs for Sonata /Shikhar/CSi field staff

● Monitoring the field staff training delivery

● Monitoring the client feedback and experience

● Driving change management in the organization

● Ensuring required skill level staffing to drive the project to scale

● Content Development

● Facilitate scheduling of messages and customisations

● Facilitate the technical customisations and reporting requirements for the project

● Assist in addressing of technical grievances, transactional issues and legal agreements

● Partner selection, project planning, overall project management and facilitating partnership

● Client Research ● Driving the pilot to ensure its prioritized with their ongoing business and

adequate resources are allocated by the partners ● Design intervention for addressing dormancy issues ● Putting the Monitoring & Evaluation framework on the project to track

progress and key indicators ● Sharing learnings with the larger community serving the economically

challenged population

34

Annexure 2: FLW E-Learning Modules Module 1 - Introduction to Banking Basics · Banking Basics · Benefits of Banking · How does one use Bank Account · Module Summary · Assessment Module 2 - Understanding S/A dormancy and related Issues · What is Account Dormancy · Reasons for Dormancy · What Happens when Account is not in use · Reviving a Dormant Account · Module Summary · Assessment Module 3 - Banking Products · Introduction to Banking Products · Introduction to Loans · Introduction to Insurance · Module Summary · Assessment Module 4 - Further benefits of Operating a Saving Account · Type of saving products · Saving Account as a means of Loan facilitation · Benefits of Goal Based Savings · Government Schemes for which Saving Account is necessary · Module Summary · Assessment Module 5 –Digital and Mobile Banking · Various aspects of Digital Banking · Concept of Mobile Banking · Precautions and Handling Fraud · Module Summary · Assessment Module 6 - Train the Trainer

35

Annexure 3: Sign Up Form

36

Annexure 4: Baseline Survey Tool-

JPM LIST SERIAL NUMBER:

General Instructions for Enumerators:

1. Use Codes for capturing the responses wherever mentioned in the questionnaire जबावों के लिए उन्हीं कोड का इस्तेमाि करें, जो प्रश्नाविी में बताई गयी ह ै2. All the responses which yield numerical should be captured in “digits “not words. For e.g. the response for Q. No. 3.3 should be recorded as “20” minutes not “Twenty” minutes.

सभी जबाव जो संख्यात्मक रूप से बताए गए हैं उन्हें अंकों में बताया जाना चालहए न कक शब्दों में। उदाहरण के लिए सवाि संख्या 3.3 में उत्तर केरूपमें "20"minutes नहीं "ब्बीस" दजज ककया जाना चालहए। 3. Question specific guidelines are mentioned wherever needed, please adhere to the same while interviewing the clients.

प्रश्न लवशेष कदशा लनदेश आवश्यकता के अनुसार आवश्यक हैं और उपभोक्ताओं का साक्षात्कार करते समय पािन करें। 4. In case, the response of the client falls under “others” code category, please capture the exact response of the respondent.

अगर ककसी मामिेमें, ग्राहक के जबाव "अन्य" कोड श्रेणी में आते ह ैतो कृपया जबाव देने वािे का सही उत्तर दजज करें।

5. For Not Applicable (N.A) use 999 as code

अगर प्रशन लागू नहीं होता तो कोड के रूप में 999 काउपयोग करें.

Introduction and Permission: Namaste!! My name is ______________. We are from Mindfield and are conducting a survey about the financial awareness levels among women associated with CSI/ SONATA/SHIKAR.

नमस्ते मेरा नाम ह.ैहम माईन्डफील्ड ररसर्च सर्वचसेज से हैं और हम महहलाओ के साथ सवे कर रह ेह ैकक उनको हवत्तीय जानकारी ककतनी ह ैजो की CSI/ SONATA/SHIKAR के साथ जुडी ह ै

.इस सवे में प्रलतभालगता स्वैलछिक ह.ै हािांकक हमें उम्मीद ह ैकक आप इसमें भाग िेंगे, क्योंकक आपके लवचार माइक्रोफाइनेंस का कायज करने वािों के लिए बहुत ही महत्वपूणज हैं, जो आपकी सेवा कर रह ेहैं. आपकी

पहचान और जबाव पूरी तरह गोपनीय रहेंगे और आपके जबावों को (एमएफआई समर्जन करने वािे संस्र्ान) के सार् साझा नहीं ककया जाएगा इस सूचना को उद्योग की मदद के लिए प्रयोग ककया जाएगा और

एमएफआई समर्जन करने वािे संस्र्ान की योजना के लिए और वह लवत्तीय सेवाओं को बेहतर करेगा और यह समझेगा कक जो उत्पाद और सेवाएं हम दे रह ेहैं वह आपके पररवार के कल्याण में ककक तरह

कक मदद कर रहा ह.ै यह सवे 20 कककककक में पूरा हो जाएगा

Interview Details : Respondent Name__________________________ Respondent’s Mobile: _____________________

Interviewer Name: __________________________________ Date:___________________________________

Accompany: 1 Back check ; 2 BY: Name:__________________________________

Name of MFI/NGO under which the respondent is interviewed:

एमएफआई/ NGO का नाम बताए ंलजसके अंतगजत जबाव देने वािे का साक्षात्कार लिया जा रहा ह ै/

SONATA- 1 CSI 2 SHIKAR -3

Location of Clients : District: ________ Block: _____________

Branch Name:___________________________

Guideline: Household Details: Capture details of household member who have lived in the household and eaten from the same kitchen for atleast 6 months

37

S. No

क्रम

सं

ख्या

HH Member Name

घर के सदस् य का नाम

Gender (Male-1, Female-2)

ल ंग

(पुरुष-1,

मलह ा-2)

Age( in years)

उम्र

(सािों

में)

Earning Member (Yes-1, No-2)

कमाने वाले

सदस्य

(हााँ - 1 , नह ं -20)

Does s/he own a bank account? (Yes-1, No-2)

क्या उनका बैंक में

अकाउंट है

(हााँ - 1, नह -ं 02, Don’t Know-999)

Total number of bank accounts owned

कुल बैंक एकाउंट्स की

संख् या?

If age group 5-15 years, then ask Going to School (Yes -1,No-2)

अगर उम्र 5-15 साल है तो प ंछे सू्क

जाते हैं

हााँ -1 , नह ं 2

1

Respondent Name

2

3

4

5

6

7

8

9

10

11

38

12

1. Section 1: Basic information – Demography (This section covers the information about the respondent and demographic details)

S. No Question Response codes Guidance

1.1 Respondent Name

1.2 Education Level of Respondent

लशक्षा का स् तर क् या ह ै

Primary or below, or not literate प्रार्लमक = याकम, अलशलक्षत…………………..1

Middleमध्य………………………………………………………………………………………….…….2

Secondary or Higher secondary माध्यलमकया उच्चमाध्यलमकया ……………………..3 Graduate ककककक ……………………………………………………………………………………………………..4 Post Graduate ककक ककककक …………………………………………………………………………………….5

Single response

1.3

Social Category

SC अनुसूलचत जालत,……………………………………….1

STअनुसूलचत जनजालत,……….…………………….…….2

OBCअन्य लपिडे जालत…………………………………...3

General जनरि,………………….………………..….…...4

Others अन्य.……………………………………………..….5

1.4

Primary source of Income of the Household

घर की आमदनी का मुख् य स्रोत क् या ह?ै

Agriculture खेती .............................................1

Livestock पशुधन............................................2

Salaried Jobवेतनभोगी नौकरी....................3

Labour- Farmखेत-मजदरू ..............................4

Labour- Non farmगैर कृलष-मजदरू ................5

Trade टे्रड/व यापार .............................................6 Manufacturing goods

ककककककककक./प्रोडक् ट्स का लनमाजण ..........................7

Services ककककककककक......................................8

1.5 What is your primary occupation? आप ककककक ककक कक कककक ककक कककक कक

Agriculture खेती ............................................1

Livestock पशुधन...........................................2

Salaried Jobवेतनभोगी नौकरी....................3

Labour- Farmखेत-मजदरू ..............................4

39

Labour- Non farmगैर कृलष-मजदरू ................5

Trade टे्रड/व यापार ............................................6

Manufacturing goods

ककककककककक./प्रोडक् ट्स का लनमाजण ..........................7

Services ककककककककक......................................8

Home Maker कककककक ……………………………….……..9

1.6

(Identify the Household head- one who is the decision maker in the house) What is the general education level of the female household head? In case the household head is male, what is his wife’s education level?

(घर के मुलखया की पहचान करें-वह व यलक्त जो घर में लनणजय िेन ेवािा ह)ै

घर की मलहिा मुलखया की सामान् य लशक्षा का स्तर क्या ह?ै यकद घर का मुलखया पुरुषह,ै तो उसकी पत्नी

की लशक्षा का स्तर क्या ह?ै

Primary or below, or not literate…………….1

प्रार्लमक या उससे कम, या लशलक्षतनहीं Middle…………………………………………………….2

लमलडि Secondary or Higher………………………..……..3

माध्यलमक या उच्च No Female head/Spouse…………………………4

कोई मलहिा मुलखया / पलत या पत्नी

Single response

1.7 For any new microfinance product or service, whom do you reach out to for soliciting opinions? Prioritize using the options: 1=Household Member,2=MFI/bank/NGO staff,3=Group Leader,4=Group Member, 5=Others

ककसी भी नए माइक्रोफाइनेंस प्रोडक् ट या सर्वजसेज के लिए, आप कककक के लिए ककसके पास जाते हैं?

इस् तेमाि ककये जाने वाि ेलवकल्पों को प्रार्लमकता दें:

1 = घर का सदस् य 2 = एमएफआई / bank/एनजीओ के कमजचारी, 3 = समूहकेनेता

4 = समूह का सदस्य 5 = अन् य

Rank कककक

Household Member घघ घघ घघघघघ MFI/bank/NGO staff घघघघघघ /

कककक /घघघघघ घघ घघघघघघघघ

Group Leader घघघघघघघघघघ Group Member घघघघ घघ घघघघघ Others घघघघ

(Prioritize using the options: 1=Household Member,2=MFI/NGO staff,3=Group Leader,4=Group Member, 5=Others; Read out the options to the respondent

1.8

मैं एक पररवार के बारे में एक लस्र्लत का वणजन करूूँ गा, लस्र्लत को सुनने के बाद सवाि का जवाब दें।

राम अपनी मॉ, प त् नी राधा और बेटे लवकास के सार् रहता ह।ै राम एक नजदीकी कारखाने में काम कर

रहा ह ैऔर हर महीने 4000 कमाता ह।ै राधा आंगनवाडी केन्र में एक रसोईया के रूप में काम करती ह ै

और हर महीने िगभग रुपए 800 कमाती ह।ै सभी घरेिू खचज के बाद, वे हर महीने रुपय े500 की बचत

करते हैं।

आपके लवचार से ककसे लनणजय िेना चालहए कक क्या पैसे की बैंक में बचत करें इसकी घर पर बचत करें?

1. 1

Ramराम…………………….……………………..…..A Radha -

Ram’s wife राधा-राम की पत् नी …..B b. R

Ram’s mother राम की मॉ ..................….C

c. रा

Vikas- Ram’s Son लवकास-राम का बेटा ....D

Not Sure लनलित नहीं ……………..……..……E 2.

Multiple choice

A bedsheet seller has come to the village/mohala and Radha likes the quality of the product the seller is offering. She also feels the price is of the bedsheet is reasonable. However, she is alone at home and has the required money to buy two bedsheets.

Yes…………………………………………………..1

हॉ

40

1.9 In this above situation, should Radha purchase the bedsheets?

एक चादर बेचन ेवािा गांव / ककककककक में आया ह ैऔर राधा ko चादर ki क् वालिटी पसंद aayi

ह ैI इसके अिावा उसे यह भी िगता ह ैकक चादर की कीमत उलचत ह।ै हािांकक उसके पास दो चादरें

खरीदने के लिए आवश् यक पैसे ह ै, par वह घर पर अकेिी ह ै

ऊपर बताई गई इस लस्र्लत में, क् या राधा को चादरें खरीदनी चालहए?

No…………………………………………………..2

नहीं Not sure…………………………………………3

लनलित नहीं

1.10 Total number of Household members

पररवार के सदस् यों की कुि संख् या To be calculated from the Household listing

S Section 2: Phone and Mobile Money सेक् शन 2: फोनऔरमोबाइिमनी

(This section includes questions on access to mobile phones and usage by the respondent and exposure to Mobile Money)

(इस सेक् शन में मोबाइि फोन तक पह ुच और उत्तरदाता के द्वारा मोबाइि मनी का इस् तेमाि और एक् सपोजर पर सवाि शालमि ह)ै

S. No Question Response Guidance

2.1 Does yYour family own a mobile phone, if yes , how many smartphones and Feature phone

are owned in all?क्या आपके पररवार के पास कोई मोबाइि फोन ह?ै यकद हाूँ, तो कुि लमिाकर

ककतने स्माटज फोन और फीचर ( साधारण )फोन हैं?

1. Smartphone ______________

स्माटजफोन 2. Feature Phone_________

फीचरफोन (साधारण फोन)

Capture numeric value- eg 0 or 1 or 2

2.2 Do you own a personal mobile phone? क् या आपके पास कोई व यलक्तगत मोबाइि फोन हैं?

Single response एक जवाब

Yes…………………………………………….1 Q2.3 No …………………………………………….2 Q2.5

2.3 If yes, what is the type of the mobile handset it is? यकद हॉ, तो यह ककस प्रकार का मोबाइि हैंडसेट

ह?ै

Single response एक जवाब

S m Smartphone स्माटजफोन………………………………………………….…1

Fea FeaturePhone फीचरफोन(साधारण फोन )…………………………….2

Other Other अन्य__ _________________________________

If यकद हॉ, तो यह ककस प्रकार का मोबाइि

हैंडसेट ह?ै

Single response एक जवाब

2.4 Do Do you have access to Internet on your phone? क् या आप अपने फोन पर इंटरनेट

इस् तेमाि करती हैं?

Yes हॉ ……………………………………………………..…..1

No नहीं …………………………………….…………………..2

Don’t Know पता नहीं …………………………,,………..9

2.5 OIO If no(2.2) personal phone, do you have access to your family member’s phone?

Single response यकद व यलक्तगत फोन नहीं ह ैतो क् या आप अपने पररवार के सदस् य का

फोन इस् तेमाि करती हैं? एक जवाब

Yes Any time I need to use the phone……………………………………………….1

हाूँ ककसी भी समय जब मुझे फोन इस् तमेाि करने की जरूरत होती ह ै

2. I I do not have access to the phone मैं फ़ोन इस्तेमाल नहीं करती। ……..……..2

I can Access the phone only in the evening or morning…………………………..…3

मैंकेव शाम या सुबह में फोन का इस् तमेाि कर सकती हूँ

Others अन् य _______________________...........................................4

41

2.6. Can you perform any of the following functions using a phone: (Use Code: Yes -1, No -2) Read each option:

आप एक फोन का इस् तेमाि करके लनम्नलिलखत में से कोई काम कर सकती ह ै: (इस् तेमाि के कोड: हा ं-1 नहीं -2) प्रत्येक लवकल्प पढें:

1 Receive Call फ़ोन प्राप्त करना Yes -1, No -2

2 Dial a Phone Number फ़ोन करना . Yes -1, No -2

3 Send SMS एस एम एस भजेना Yes -1, No -2

4 Read SMS एस एम एस पढना Yes -1, No -2

5 Use Internet (eg. Google, Facebook, Youtube) इंटरनेटका इस् तेमाि (जैसे-गूगि, फेसबुक, यूट्यूब) Yes -1, No -2

6 Others अन् य _______________________________________________

2.7. Can you name anything else that you know is possible using a mobile phone?

क् या आप ककसी और कककककक (SERVICE) का नामबता सकती हैं लजसे आप जानती हैै् कक वह मोबाइि फोन का इस् तेमाि करके संभव ह?ै

Guide: Please don’t read out the option, Respondent can select multiple options. Use Code: Yes -1, No - 2 for recording responses.

लनदेश: कृपया लवकल्पों को पढें, उत् तरदाता कई लवकल्पों को चुन सकता हैं। जवाबों की ररकॉर्डिंग के लिए कोड इस् तेमाि करें: हाूँ -1 नहीं - 2

S.No Aware of Option

पररलचत लवकल् प

If Aware, Have you used this feature?

यकद वाककफ हैं, तो क् या आप न ेइस सलुवधा का इस्तमेाि ककया

ह?ै

1 Send & Receive Money पैसे भेजना और प्राप् त करना Yes - 1, No - 2 Yes - 1, No - 2

2 Talk time Recharge टाक टाइम ररचाजज Yes - 1, No - 2 Yes - 1, No - 2

42

3 Train Ticket Bookings टे्रन रटकट बुक करना Yes - 1, No - 2 Yes - 1, No - 2

4 Bill Payments लबि का भुगतान Yes - 1, No - 2 Yes - 1, No -