Searching: Research & Analysis

National Payments Corporation of India and the Remaking of Payments

The story of National Payments Corporation of India sheds light on the quick and robust transformation of India’s payment systems. The lessons learned from the NPCI success story can be useful for policy makers in financial inclusion and other markets.

Basic Regulatory Enablers for Digital Financial Services

CGAP shows how an enabling regulatory framework that is based on four enablers has contributed to advancing digital financial services in 10 countries.

Financial Services Apps in India

Smartphone applications offer a powerful tool for financial service providers to offer services to their customers—if done right. CGAP reviewed six smartphone apps currently available in India to find out what design elements are essential to fully deliver on the promise of marrying a financial service with a smartphone interface.

India's Push for Financial Inclusion

This Brief takes a look at India's financial inclusion effort--the Prime Minister’s Jan Dhan Yojana (PMJDY) program--two years since it launched in August 2014.

When is Microcredit Unsuitable?

Rapid expansion in the microfinance sector has been credited with advancing financial inclusion in India. This paper addresses what might constitute a loan mis-sale and seeks to inform the use of suitability guidelines for lending to low-income households by microfinance institutions, self-help groups, and various banks.

Using Behavioral Science

This Working Paper addresses qualitative research on how microentrepreneurs approach, decide, and act on key business and financial management issues.

Customer Views of Customer Empowerment Synthesis Report

This report provides a synthesis of learning from this research. Separate reports for each country provide more detailed description and analysis in India, Cote d’Ivoire, and the Philippines.

Views on Customer Empowerment: Findings from India

As part of the Consultative Group to Assist the Poor’s (CGAP’s) work on customer empowerment, a series of consultations with financial services customers is being undertaken to try to understand the customer perspective on “customer empowerment.

From Cash to Digital Transfers in India: The Story So Far

This Brief addresses the key elements of digitizing cash transfers, which can also enable financial inclusion in a way that it leads to account use, not just account opening.

The Journey to Customer-Centricity

To develop a deeper and organizational level of understanding customers, a cross-functional team at Janalakshmi, a microfinance institution in India serving over a million customers in urban areas, applied a design thinking process facilitated by innovation consultants.This brochure describes the process and the tool used to create customer profiles.