MICROCAPITAL BRIEF: CGAP (Consultative Group to Assist the Poor) Seeks Partners for Customer-Centric Financial Services Project

CGAP (Consultative Group to Assist the Poor), a US-based nonprofit policy and research center devoted to worldwide growth of financial access, is searching for financial service providers with whom to partner to increase customer centricity within the providers’ systems. Customer centricity refers to the degree to which service providers prioritize customer satisfaction. Any financial service provider that uses digital channels, such as mobile phones, automatic teller machines or point-of-sale systems, is eligible to participate. CGAP will deliver guidance to its partners in the following areas: (1) leadership and culture; (2) focus on the customer; (3) information, insights and tools; (4) customer experience; and (5) creating and measuring value for customers, staff and ownership.

CGAP plans to implement projects lasting between 6 and 18 months, beginning in late 2015 or early 2016. Partner financial service providers will be expected to cover internal expenses. CGAP will provide technical knowledge and staff time. The application for partnership is due on June 5, 2015, and can be found at: http://www.cgap.org/news/partner-cgap-customer-centricity-project [1].

As of 2013, CGAP reported operating expenses of USD 9 million. CGAP is co-located with the offices of the World Bank Group in the US city of Washington DC.

By Benjamin Krupp, Research Associate

CGAP (Consultative Group to Assist the Poor)

CGAP (Consultative Group to Assist the Poor) is a US-based nonprofit policy and research center dedicated to increasing financial access worldwide. It is supported by approximately 40 development agencies and private foundations in its mission to provide market intelligence, promote standards and offer advisory services to governments, microfinance providers, donors and investors. CGAP reported operating expenses of USD 9 million as of 2013. CGAP is co-located with the offices of the World Bank Group in Washington DC.

Sources and Additional Resources

[1] CGAP: “Partner with CGAP On a Customer-Centricity Project,” http://www.cgap.org/news/partner-cgap-customer-centricity-project

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