Call for Expressions of Interest - Microfinance Digitization

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1. Name of Institution

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2. Name and title

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3. Email address

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4. Brief description of your role in the institution

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5. How would you classify your institution

Credit-only MFI

Deposit-taking MFI

NGO/NBFI

Cooperative

Fintech-hybrid

Bank subsidiary

Other

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6. Please provide your institution’s basic profile

Active borrowers

Active savers (if applicable)

Gross Loan Portfolio (GLP, USD)

Number of branches / service points

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7. Which customer segments do you primarily serve?

 Women

Rural clients

Microenterprises

Nano/household enterprises

Agriculture / seasonal income

Urban informal sector

Youth

Other

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8. Does your institution have a digital strategy?

Yes, formal and institution-wide

Yes, partial or department-specific

No, but one is under development

No digital strategy

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9. Which digital levers have you implemented? (Select all that apply)

Digital loan origination

Automated loan renewals

Digital collections / field staff apps

Back-office automation

CBS modernization

API layer / system integrations

Data warehouse / analytics layer

Customer-facing digital channels (mobile app, USSD, chatbots)

AI/ML models (risk scoring, workflows)

Agentic AI for customer or staff journeys

Other (please specify)

None of the above

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10. Please briefly describe the sequence in which these digital initiatives were implemented and why.

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11. Which of the following elements to support digitization are currently in place in your institution?

Leadership mandate and/or Board support

Dedicated digital transformation team or function

Change-management capacity (training, communication, adoption planning)

Data governance processes (data quality practices, protocols, policies)

Access to equity or risk-tolerant capital for digital investment

Staff incentives aligned with digital adoption

Internal champions who drive transformation across departments

Other

None of the above

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12. Which of the following elements are currently in place in your institution to leverage data for operational or strategic insights?

Operational dashboards (e.g., TAT, staff productivity, PAR, renewal cycles)

Management dashboards for financial and performance KPIs

A centralized data repository or data warehouse

Automated data flows between core systems (CBS/MIS, field apps, channels)

In-house analytics capacity (analysts, BI specialists, data team)

Use of analytics/models for decision-making (e.g., scoring, segmentation, forecasting)

External analytics or BI support (vendors, consultants)

Other

None of the above

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13. Which external factors most influence your digitization efforts?

Mobile-money penetration

Agent networks

e-KYC / digital ID

Regulatory constraints

Connectivity limitations

Market competition

Inflation / macroeconomic pressures

Other

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14. Which KPIs related to digitization do you currently track?

Cost-to-serve

Turnaround time (TAT)

Staff time per case / productivity

Renewal cycle times

PAR (overall / segment-level)

Digital adoption rates

Revenue per customer

Customer experience indicators

Other

None of the above

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15. How many years of comparable KPI data do you have before/after digital initiatives?

3+ years

1–2 years

Less than 1 year

No comparable time-series data

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16. Would your institution be willing to share high-level, anonymized data with CGAP (under appropriate data protection agreements)?

Yes

Yes - with some conditions

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17. Has digitization helped you reach new or underserved customer segments?

Not yet, but planned

Unsure

Yes (please describe briefly)

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18. Has digitization enabled new or improved product offerings (e.g., seasonal loans, asset finance, emergency credit)?

Not yet, but planned

Unsure

Yes (please describe briefly)

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19. Have you observed any improvements in customer experience due to digitization?

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20. Optional: Can you designate a senior focal point to coordinate with CGAP throughout the process?

Not yet

Yes

Call for Expressions of Interest - Microfinance Digitization

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* 1. Name of Institution

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* 2. Name and title

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* 3. Email address

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* 4. Brief description of your role in the institution

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* 5. How would you classify your institution

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* 6. Please provide your institution’s basic profile

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* 7. Which customer segments do you primarily serve?

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* 8. Does your institution have a digital strategy?

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* 9. Which digital levers have you implemented? (Select all that apply)

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* 10. Please briefly describe the sequence in which these digital initiatives were implemented and why.

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* 11. Which of the following elements to support digitization are currently in place in your institution?

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* 12. Which of the following elements are currently in place in your institution to leverage data for operational or strategic insights?

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* 13. Which external factors most influence your digitization efforts?

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* 14. Which KPIs related to digitization do you currently track?

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* 15. How many years of comparable KPI data do you have before/after digital initiatives?

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* 16. Would your institution be willing to share high-level, anonymized data with CGAP (under appropriate data protection agreements)?

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* 17. Has digitization helped you reach new or underserved customer segments?

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* 18. Has digitization enabled new or improved product offerings (e.g., seasonal loans, asset finance, emergency credit)?

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* 19. Have you observed any improvements in customer experience due to digitization?

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* 20. Optional: Can you designate a senior focal point to coordinate with CGAP throughout the process?

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* 21. Optional: Are you planning new digitization investments in the next 12–24 months?

1. Name of Institution

2. Name and title

3. Email address

4. Brief description of your role in the institution

5. How would you classify your institution

6. Please provide your institution’s basic profile

7. Which customer segments do you primarily serve?

8. Does your institution have a digital strategy?

9. Which digital levers have you implemented? (Select all that apply)

10. Please briefly describe the sequence in which these digital initiatives were implemented and why.

11. Which of the following elements to support digitization are currently in place in your institution?

12. Which of the following elements are currently in place in your institution to leverage data for operational or strategic insights?

13. Which external factors most influence your digitization efforts?

14. Which KPIs related to digitization do you currently track?

15. How many years of comparable KPI data do you have before/after digital initiatives?

16. Would your institution be willing to share high-level, anonymized data with CGAP (under appropriate data protection agreements)?

17. Has digitization helped you reach new or underserved customer segments?

18. Has digitization enabled new or improved product offerings (e.g., seasonal loans, asset finance, emergency credit)?

19. Have you observed any improvements in customer experience due to digitization?

20. Optional: Can you designate a senior focal point to coordinate with CGAP throughout the process?

21. Optional: Are you planning new digitization investments in the next 12–24 months?