Grateful 7 speech thanking everyone that has helped.pdf
Rabo Development & Sustainable Distribution
1. Rabo Development &
Sustainable Distribution
How Rabo Development is Using Mobile, Branchless Banking Formulas to Change
Access to Financial Services in Sub-Saharan Africa
A few slides on mobile banking and payments within Rabo
Development partner banks.
Dan Armstrong, 28 September 2012
2. Rabobank Group World-Wide
Rabo Development
Rabo International - Wholesale
Rabobank Foundation
Rabo International – Retail & Wholesale
Rabobank Group
48 countries, 59.000 employees
Robeco, Sarasin, Orbay, Obvion, Interpolis,
Lage Landen, Athlon , etc.
Main focus on food and agri-banking,
cooperative banking, and retail
Rabo Development
Partner Banks: Brazil, Paraguay, Zambia,
Tanzania, Rwanda, Mozambique, China
Projects: Egypt, Malaysia, Vietnam,
Kazakhstan, Pakistan, Ukraine, Malawi,
India, Botswana, Peru,. Cameroon, etc.
Key
7. But really, what do our developing markets expect from
a wallet?
A place to store cash?
A place to store payment
tokens?
A place to store other tokens?
A personal object?
A private object?
Something small enough to be
portable/mobile?
… but … do people need a
physical object?
8. Then, what do our developing markets expect from a
transaction device?
Identification of myself, my
rights and capabilities,
memberships.
Identification of myself, an
authentication tool for payment.
Secure, multi-factor
Tamper-resistant/evident
Personal and private
Easy to use
… but … do people need a
physical object?
9.
10.
11.
12. Generating Successful Formulas
Target /
Addressable
Market
Does not want
the product
Potential users
Excluded by
design
Too poor
Excluded by
default
Does not have
access to the
product
Has access to
the product, but
does not use it
Based on: http://www.bankablefrontier.com/assets/pdfs/access-frontier-as-tool.pdf
Currently has /
uses another
financial product
Does not have /
use a financial
product
13. 40+ years of success, growth
and stability, successful
expansions, privatisation and
IPO
650.000 customers, 1.200
employees, 50 branches
Year-on-year profitability, K3
bln in assets, mature risk
management regime. Healthy
account portfolio including
retail, agricultural, SME and
corporates.
Transformation to modern
banking tools: 100+ ATMs,
internet banking, mobile
banking
Zanaco
14. Mobile Banking: Launched in
late 2008, USSD mobile
banking
• 250.000+ customers to-date
• 20+ bill payment partners,
prepaid airtime, etc., 21
transactions per month
Light Account: Also, Xapit
‘account’ = welcome pack +
mobile banking + ATM card
DSA: Sign-up for an account
and get mobile banking and
a VISA debit card in 5
minutes.
Agency Banking: 123
ZamPost & 9 independent
agency locations
Truck Banking: Zanaco
mobile banking vehicles
Xapit Instant Banking
*444#
15. First Merchant Bank (Malawi)
• 19 branches, corporate and retail
banking, 600 employees,
growing strongly
• 1/11 commercial banks in Malawi
FMB Mobile / FMB Fast
Account
• Launched summer of 2010,
75.000+ customers to-date
• Successful to-date – packaging
of ATM card, bank account and
mobile banking functionality
• *** Includes immediate (small)
balance on customers’ account,
facilitating usage of the new
product
FMB Fast Account
16. NMB: National
Microfinance Bank Ltd.
• Also by-far the largest bank in
Tanzania
• 1.8 mln customers: regular
Tanzanians, all teachers,
army, etc.
• 400+ ATMs in place, most
customers have ATM cards
• 150 connected branches
(100%)
However, as a former
government bank:
• Must handle bill payments,
salary dispersal and non-
customer transactions
• Major queue problems
Case Study: NMB Tanzania
17.
18.
19.
20. Dial *155*66# to access
Features:
• Balance Inquiry
• Mini-Statement
• Money transfers to any NMB account
• Tanesco Luku Prepaid Electricity Purchase
• Vodacom and ZAIN Prepaid Airtime Top-Up
• NMB Services like ATM card block, settings
No need to fill-in forms or visit an NMB
branch to sign-up, simply dial
*155*66*123#
NMB mobile:
• Launched in August 2009
• 550.000+ active customers to-date
• All mobile networks, 100% nation-wide
coverage
• SMS Alerts to 220.000 customers monthly
NMB mobile – mobile banking
NMB mobile
1. Balance Enquiry
2. Mini-Statement
3. Money Transfer
4. Prepaid Services
5. Other Services
6. Help
21. BPR (Banque Populaire du
Rwanda) is by far the largest
bank in Rwanda
• “Bank of the people” with roots in
cooperative and food/agri-banking
(>85% of Rwandans are farmers)
• 1,3 mln accounts
In 2011, 47/191 BPR branch
banks were automated:
• Around 150 locations used paper
ledgers
• Staff may have had no previous
experience with computers
• Fraud and information integrity
are problems
• Customers can only bank at one
branch location
BPR Rwanda
27. BPR Mobile Banking
“Project Columbus”
• Automated all 191 branches in 11
months
• Mobile internet (incl. USB modems,
laptops), power
• Data migration, training of staff and
customers, card distribution
New BPR E-Channels
• BPR Mobile Banking
(launched 09/2010, 150.000+
customers to-date)
• BPR SMS Alerts
• BPR ATM Cards
• BPR QuickCash ATMs
• BPR Call Centre
28. BPR “Quickcash” ATMs
Quickcash and ATM Cards
• 100 BPR ATMs online in 2011
throughout Rwanda (donated by
local Rabobanks)
• Increased ATM usage through new
marketing and promotions, usability
campaigns and POS roll-out
New E-Banking Call Centre
• BPR call centre successful
operating, incl. ACD/call queue
system
• Inbound and outbound calling to
improve usage, sign-ups and
customer satisfaction
• 650-1.000 calls per day, service
level is 85%+
29. Mobile Banking
1. Balance Inquiry
2. Mini-Statement
3. Money Transfer (BPR Accounts)
4. Prepaid Airtime
• MTN
• Tigo (pending)
5. Bill Payments
• RECO Prepaid Electricity
• StarTimes Africa TV
• DStv
• MTN Postpaid Bill
• Tigo Postpaid Bill (pending)
6. Bank Services
• Change BPR Mobile Banking PIN
• Change Language
• Order Cheque Book
7. Help
BPR Mobile Banking
Physical Banking Channels
Branch Networks
Self-Service Machines (ATMs, teller machines)
Partnership Models & Agency Banking
“Branchless” Banking with Bank-Owned Channels/Personnel
Vehicle Banks
Container Banking
Flash and Capacity-Management Service Channels
Virtual Service Channels
IVR Banking and Call-Centre Support / Banking
Internet Banking (incl. Internet Banking Kiosks)
Mobile Banking
SMS Banking and Information Services for Consumers, Farmers, Business
Merchant and Retail Payments, Support for the Supply-Chain
Email Banking
Physical Mail
Television Banking
Other Value-Added Services