1. Collecting and analyzing social performance data: Experience of SANASA Development Bank Hosted by Amelia GREENBERG (SPTF) Guest speakers: Nilupama Madurawala (SANASA Development Bank) Veena Yamini A (MicroSave) 06 March 2014

2. Agenda Review dimension 1 of the Universal Standards Overview of MicroSave ‘Social Performance Management Implementation Project’ in Asia SANASA experience Q&A

3. Dimension 1 of the Universal Standards Dimension Title: Define and Measure Social Goals Rationale: An institution must have a clear strategy for achieving its social goals and must measure its progress toward achieving these goals. Two standards: ▫1a- The institution has a strategy to achieve its social goals. ▫1b -The institution collects, reports, and ensures the accuracy of client-level data related to the institution’s social goals.

4. 1a- The institution has a strategy to achieve its social goals.

5. Standard 1a- The institution has a strategy to achieve its social goals. Essential Practices 1 a 1 The institution's strategy includes a formal mission statement, which includes increasing access to financial services for vulnerable or excluded target groups and creating benefits for these clients. 1 a 2 The institution's strategy defines the specific characteristics of its target clients. 1 a 3 The institution's strategy defines its social goals. 1 a 4 The institution's strategy defines measurable social targets for client-level outputs and outcomes. 1 a 5 The institution's strategy defines social indicators to measure progress towards social goals. 1 a 6 The institution's strategy articulates how its products, services, delivery models and channels will achieve its social goals.

6. 1b – The institution collects, reports, and ensures the accuracy of client- level data that are specific to the institution’s social goals.

7. Standard 1b- The institution collects, reports, and ensures the accuracy of client-level data that are specific to the institution’s social goals. Essential Practices 1b.1 The institution collects data for each of its social goals and the MIX social performance data. 1b.2 The institution has protocols for the collection, quality control, analysis, and reporting of social performance data. 1b.3 The institution ensures the quality of the data collected by validating its data and training its employees on data collection and entry. 1b.4 The institution's management information system disaggregates data by gender and other client characteristics. 1b.5 If the institution states poverty reduction as one of its social goals, it monitors the poverty levels of its clients using a poverty assessment tool. 1b.6 The institution discloses social performance information, including the MIX Social Performance data.

8. MicroSave ‘Social Performance Management Implementation Project’ (1/2) Implemented from 2010-12 in India, Bangladesh and Sri Lanka Eight organizations participated (5 in Phase I and 3 in Phase II) Range of organization types: from NGO-MFI to for-profit MFIs to development cooperative bank Purpose: to drive the adoption of social performance reporting standards in the microfinance sector & integrating these reporting metrics in the decision making and management of microfinance institutions (MFIs)

9. MicroSave ‘Social Performance Management Implementation Project’ (2/2) Project activities:  Develop social indicators  Develop social performance reporting formats  Support the SANASA MIS and vendor to develop an online SPM reporting module  Conduct Training of the Trainers (ToT) on PPI for master trainers  Develop a sample survey research plan Result to share: Separate SPM module developed by SANASA

10. Integrating Social Indicators into Information Systems: Key Considerations Data Collection  Which data collection approach will you use? (Census Vs. Sample)  How will data collection be done? automated or hard copy?  Which tool (s) will be used to collect data? E.g. loan application forms, account opening forms, survey questionnaires?  Frequency and timing of data acquisition: How often are the data collected? When will this data be collected?  Individual responsible: Who will be responsible (what department, which staff position, external parties) for the data collection?  Location of data storage: Where will the raw data be stored (which office for physical documents, system)?  Which social indicators do you want to track and report?  What (aspirational) targets do you want to assign to indicators ? Clarify Social Goals

11. Integrating Social Indicators into Information Systems: Key Considerations Data Validation  Quality of data: Who will validate data collected?  Who will validate the data entered into the system?  Who will be responsible for training the staff on data collection, entry, validation, collation, analysis, reporting  Data entry/collation method: Which system will be used to collate and analyse data? MIS, MS Office tools (Access or Excel), research analysis tools  Individual responsible: Specify who is responsible (which department, what staff position) for the data collation and analysis?  Frequency and timing of data collation: When will this data be collated and analysed? How often are the data collated and analysed? Data Collation &Analysis Data Reporting  What tool will be used for reporting (MIS SPM report, or excel reports)?  Who will be responsible for reporting?  How often are the data reported?  Where should the report go to (Board, internal / external decision makers? funders)?

12. SANASA remarks Why did you participate in this program? What benefit were you seeking? How did you select your social indicators? How did you integrate your social indicators into the MIS? Provide examples of some of the reports generated using the SPM module How much does this cost? Challenges? Lessons learned? Benefits already achieved?

13. Question and Answer with Participants

14. Where to find resources The Standards Manual: http://sptf.info/online- trainings/universal-standards-implementationhttp://sptf.info/online- trainings/universal-standards-implementation SPM Resource Library for the Universal Standards: http://sptf.info/spmstandards/standards- implementation-resources http://sptf.info/spmstandards/standards- implementation-resources This presentation and audio recording : http://sptf.info/online-trainings/other-trainings http://sptf.info/online-trainings/other-trainings Technical guide – coming soon!

15. Save the date ! Second webinar in this series – SPM Project in Africa (OI and MicroSave) - TBD We will send an invitation with the WebEx link to a few weeks before the session

16. How are we offering services? What SPM outcomes we want to see? CSR and Corporate Governance HR and Ethics Energy and Environme nt Process adopted for developing Social Indicators Vision, Mission Values Best Practices Client Outreach

17. Sample Social Indicators Client Outreach % of rural clients to total clients % of clients below poverty level Average savings per client Average loan size per client % of loans below XXX Dollars How are services offered? % of customer complaints resolved SPM Outcomes Client Retention ratio Jobs created by enterprises which are funded by the organisation

18. CSR and Corporate Governance SP reports presented per year to the Board Client base covered under special programmes of the organisation Environment and Energy % of loan applications rejected after environment check Expense on electricity and paper HR and Ethics % of new employee hires by ethnicity, gender, and region Staff Attrition Rate Average days of training per year per employee by employee category % of employees receiving regular performance reviews No. of instances of complaints made by employees (either anonymously or otherwise) on suspected violations of financial, accounting, ethical or other policies % of grievances received from staff Sample Social Indicators

19. Sample Data Entry Module

21. Sample Report