Alternative delivery channels (ADC) – those that expand the reach of services beyond the traditional branch network (such as SMS banking, mobile financial services, agency banking etc) – are a new and risky business area for financial service providers. Though there have been recent spectacular successes, there have also been many unsuccessful approaches and failing can be very costly, especially for smaller financial institutions with limited capacity.
It is clear that technology offers great opportunities to advance financial inclusion and there are a wide range of delivery channels, technology platforms, communications and device options available. But how do you get it right? Where does the financial institution start? What can be achieved using ADC’s? What are the needs and demands of the customers? Many financial institutions are grappling with these and other issues in determining how to best utilise ADC’s.
To provide practical guidance to managers and project teams to successfully navigate through ADC projects, IFC and The MasterCard Foundation partnered with Software Group to produce the Alternative Delivery Channels and Technology Handbook. It lays out a simple step-by-step approach from initial strategic considerations to implementation.