Mainstreaming Client Protection and Promotion in SKS BASIX

The project aims to Institutionalize a spirit of client orientation and protection in the organization through a 3 pronged approach Aligning Operating Systems Training on Client Protection Building in the Promotive aspects through financial literacy, counselling Livelihood (Economic activity) planning

Approach to implementation ‘ Build-operate- transfer’ mode of engagement Design Phase Vision Clarification Workshop with the senior management team Design and Development of Systems Content grid developed Preparatory phase Training design and content developed, standardized and language customized Orientation and training of Master Trainers Roll Out Phase: Implementation of systems and processes ToTs to Host trainers Large scale training and orientation programs to staff and clients Concluding Phase- Handover

Design Phase Vision Clarification Workshop with the senior management team and key stakeholders, major issues & concerns to: Enunciating Social goals of the organization Reiteration of the target segment of clients Gap Analysis in current systems and processes Organizational Processes- Planning, Implementation, Incentives, Monitoring, Reporting and reviewing; Organization & people capability towards high delivery & transparency Information Technology capabilities Operational Processes and Practices- Client identification, appraisal, service delivery, training, service monitoring, client feedback and grievance redressal mechanisms, client level impact assessment Communication – Client and staff

Design Phase..contd Design and Development of Systems Identify all changes that need to be made to integrate client protection principles into: Organizational processes Planning, Implementation, Monitoring, Reporting, Review and Evaluation Operational processes Client identification, appraisal, service delivery, training, service monitoring, client feedback and grievance redressal mechanisms, client level impact assessment Content grid developed Basic training content for different levels- ground staff, supervisory and managerial levels

Preparatory phase Training design and Content development- standardized and language customized (appropriate methods to be used) CP - B-A-LAMP Promotion - TLS Identification of Master trainers (Sr and Jr) Training and Orientation of MTs

Roll out phase- Training First roll-outs in the states of WB, Karnataka, Odisha, Maharashtra and Bihar (abt 75% of clients); subsequent in remaining states MTs to train ~ 20,000 staff for 1 day each covering CP and Promotion in two distinct phases MTs to conduct ToTs for ~ 800 Host trainers in two distinct phases (gap of 6 months) Host trainers to conduct 90 min capsule client training on CP and Promotion in 2 distinct phases ~ 1.77 lakh centres

Roll out phase- Organizational system MIS, Internal Audit & Analytics Benchmark, best practices and Metrics/ SLAs Process stabilization Formats/ templates for review Replication & scalability ability

Concluding Phase Quality assurance & SLA monitoring dashboards Process Improvements Manuals development Training- Induction Programs for handover Project concluding workshop Platform for case studies– success stories Exit Surveys for effectiveness of intervention Hand over and transfer of process information, manuals, formats alongside inducting and orientation workshop for project conclusion

Composition of the team Advisory Team Mr. Vijay Mahajan Strategic Design Team Dr. Sankar Datta, Dean (Academics & Programs ),The Livelihood School Dr.KV Gouri, Dy.Dean, The Livelihood School Ms. Rama Kandarpa, Sr. Vice President, BASIX Dr. S.L Narayana Central Team ( from BSFL, BASICS Ltd, TLS and B-A-LAMP) : Research and Analysis, Training Design and Content development, Material development, Program Implementation

Time Line ActivityTime lineTentative date of completion First cut deliverablesWithin 10 days of workshopJan 15, 2012 Design Approval WorkshopWithin 1 week from submission of design Jan 21, 2012 Training modules ready (design and material development) Within 10 days of design approvalJan 31, 2012 Master Trainers ToT2 batches of 2 days eachFeb 2 nd week ToT of 800 Host trainers on CPP 30 batches, 25 Trainers TeamsFeb 3 rd week 20,000 staff of SKS trained500 batches, 50 MTsMarch 1 st week to April Client training on CPP1.77 lakh centres, 800 trainersMarch to June Regional workshop after centres trg completion April ToT on Promotion for 800 Host trainers 2 day trainingJuly Client training on Promotion1.77 lakh centresAug- Nov 20,000 staff of SKS trained on Promotion 30 batches, 25 Trainers TeamsAugust

Teams from TLS and B-A-LAMP 1Strategy & Guidance Dr Datta Dr Narayana 2 Implementation and Overall Coordination Gouri Ramakrishna 3Module Design Dhruv Dr. Narayana Rajendra Dr. Tabrez Bubu N. Srinivasa Rao Dr Datta ETG EFG 4Module Development Swamy Ramakrishna Anamika Srinivasa Rao EFG Rabbani Satyanarayana Ageya Tripathy Sainath and ETG 5Material TranslationEFGETG 6Research AnalysisSnehaIndira

Dec 26 th - Info reqd from SKS- Gouri Data room to be set up- Dec 28 th - Rama Background material – Dec 26 th – Navin and Srininvas Joining kit- SKS ppt, Project ppt- Rama Criteria for selection of MTs, HTs- Dec 27 th – XTA Detailed Project plan- Dec 31 st - Gouri Content Grid – Jan 7 th – T,A