{"id":273,"date":"2023-07-12T08:20:57","date_gmt":"2023-07-12T08:20:57","guid":{"rendered":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/?page_id=273"},"modified":"2023-08-08T14:41:23","modified_gmt":"2023-08-08T14:41:23","slug":"monitoring-and-diagnostic-tools","status":"publish","type":"page","link":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/monitoring-and-diagnostic-tools\/","title":{"rendered":"Monitoring and Diagnostic Tools"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"273\" class=\"elementor elementor-273\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-825eea9 elementor-section-full_width elementor-section-stretched elementor-section-height-min-height elementor-section-height-default elementor-section-items-middle\" data-id=\"825eea9\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9f12fc5\" data-id=\"9f12fc5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-28aff26 elementor-widget elementor-widget-heading\" data-id=\"28aff26\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 09-08-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h1 class=\"elementor-heading-title elementor-size-default\">MONITORING AND DIAGNOSTIC TOOLS<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ca2fb4d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ca2fb4d\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3221c73\" data-id=\"3221c73\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-a60f3ab elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a60f3ab\" data-element_type=\"section\" id=\"Capturing\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-d7ecc88\" data-id=\"d7ecc88\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4645a66 elementor-widget elementor-widget-heading\" data-id=\"4645a66\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">CAPTURING CUSTOMER ISSUES WITH UPI<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c206ab elementor-widget elementor-widget-heading\" data-id=\"8c206ab\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">WHAT PROBLEMS ARE UPI CUSTOMERS ENCOUNTERING?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d9c0a3 text_img elementor-widget elementor-widget-text-editor\" data-id=\"8d9c0a3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 09-08-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>In the first month of the current financial year, India registered 8.9 billion UPI transactions worth INR 14.07 trillion<span class=\"tooltips \" style=\"\" title=\"This includes UPI modes available within mobile bank applications, third-party payment applications (UPI providers) and BHIM UPI.\"><strong>[12]<\/strong><\/span>. Given this volume, even a 0.1% transaction failure rate will mean 9 million failed transactions per month. Many such failures would be harmless, i.e., no money would be debited from the remitter\u2019s account, or there would be an immediate refund. But there are also actual cases where the money gets debited, but not received by the customer. And consumers often face other hurdles as well.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48c5373 elementor-widget elementor-widget-html\" data-id=\"48c5373\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<button id=\"myButton\" class=\"shbt\" onclick=\"myoneFunction()\">See More<\/button>\r<script>\rfunction myoneFunction() {\r var element = document.getElementById(\"sechide\");\r element.classList.toggle(\"secshow\");\r var btn = document.getElementById(\"myButton\");\r\r    if (btn.value == \"See Less\") {\r      btn.value = \"See More\";\r      btn.innerHTML = \"See More\";\r    } else {\r      btn.value = \"See Less\";\r      btn.innerHTML = \"See Less\";\r    }\r}\r<\/script>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7130b81\" data-id=\"7130b81\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-69a4bdd elementor-widget elementor-widget-image\" data-id=\"69a4bdd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 09-08-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-content\/uploads\/elementor\/thumbs\/15-qam2dp4ivqsgllcbc7cmh3tkvb7ag2152zjir7j78w.jpg\" title=\"Indian,Farmer,Busy,Using,Mobile,Phone,While,Sitting,In,Between\" alt=\"Indian,Farmer,Busy,Using,Mobile,Phone,While,Sitting,In,Between\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-2f88bc6 elementor-reverse-mobile elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"2f88bc6\" data-element_type=\"section\" id=\"sechide\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-21530cb\" data-id=\"21530cb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1a11b1d text_img elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1a11b1d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"color: var( --e-global-color-text );\">The magnitude of this impact on Indian customers cannot be properly gauged by just considering complaints registered with the RBI Ombudsman. For instance, only 58,767 complaints were recorded between July 2020 and March 2021 \u2013 whereas customer grievances registered on social media handles would suggest a much larger number. Indeed, social media posts may well capture an authentic aspect of the customer\u2019s voice.<\/span><\/p>\n<p>Therefore, Dvara Research is developing a tool that can uncover customer-facing issues in the UPI ecosystem by monitoring publicly available social media posts. The tool scrapes data from Twitter and Google Play Store for providers with a cumulative market share of over 90% of transaction volumes, and then uses Natural Language Processing methods to categorise issues that customers are facing, calculate their prevalence rates, and report other valuable indicators.<\/p>\n<p><span style=\"color: var( --e-global-color-text );\">This tool is currently being designed to operate without&nbsp;<\/span><span style=\"color: var( --e-global-color-text );\">user supervision, enabling regulators, providers, and other&nbsp;<\/span><span style=\"color: var( --e-global-color-text );\">stakeholders to get a glimpse of the UPI ecosystem at the click&nbsp;<\/span><span style=\"color: var( --e-global-color-text );\">of a button. This would enable prompt detection of user hurdles&nbsp;<\/span><span style=\"color: var( --e-global-color-text );\">and targeted resolution to strengthen the citizens\u2019 trust in India\u2019s&nbsp;<\/span><span style=\"color: var( --e-global-color-text );\">digital payments infrastructure.<\/span><\/p>\n<p>Read all of our writings under Customer Issues With UPI <a href=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/capturing-customer-issues-with-upi\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><strong>here.<\/strong><\/span><\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c7acf1b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c7acf1b\" data-element_type=\"section\" id=\"Improving insurance\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c18200d\" data-id=\"c18200d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3490006 elementor-widget elementor-widget-image\" data-id=\"3490006\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-content\/uploads\/elementor\/thumbs\/4-qam2fzubl5xoza05x73skiy557vl9f5iqcy8zk4k1c.jpg\" title=\"Indian,Family,Interested,In,Life,Insurance\" alt=\"Indian,Family,Interested,In,Life,Insurance\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f32f5c0\" data-id=\"f32f5c0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-80a3a28 elementor-widget elementor-widget-heading\" data-id=\"80a3a28\" data-element_type=\"widget\" id=\"Improving-insurance\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">IMPROVING INSURANCE UPTAKE UNDER THE JAN SURAKSHA PROGRAM<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-195612b elementor-widget elementor-widget-heading\" data-id=\"195612b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">WHY ARE PUBLIC INSURANCE SCHEMES NOT POPULAR?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f35ed10 text_img elementor-widget elementor-widget-text-editor\" data-id=\"f35ed10\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY) and the Pradhan Mantri Suraksha Bima Yojana (PMSBY) aim to protect low-income households against financial losses resulting from a household member\u2019s death and personal accidents, respectively. The design and delivery mechanisms of PMJJBY and PMSBY have successfully made formal insurance accessible to millions of low-income households. However, nearly eight years after their launch, less than 1% of low-income households have PMJJBY and PMSBY accounts (AIDIS 2019).<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-086d850 elementor-widget elementor-widget-html\" data-id=\"086d850\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<button id=\"myButton1\" class=\"shbt\" onclick=\"mytwoFunction()\">See More<\/button>\r\n<script>\r\nfunction mytwoFunction() {\r\n var element = document.getElementById(\"sechide1\");\r\n element.classList.toggle(\"secshow1\");\r\n \t\r\n \tvar btn = document.getElementById(\"myButton1\");\r\n    if (btn.value == \"See Less\") {\r\n      btn.value = \"See More\";\r\n      btn.innerHTML = \"See More\";\r\n    } else {\r\n      btn.value = \"See Less\";\r\n      btn.innerHTML = \"See Less\";\r\n    }\r\n}\r\n<\/script>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d3c11ac elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d3c11ac\" data-element_type=\"section\" id=\"sechide1\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-76ff4c6\" data-id=\"76ff4c6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6c45ae2 text_img elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6c45ae2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In the first phase of this project, we studied the existing literature and public discourse on these schemes and engaged with several grassroots organisations to identify problems in the delivery of PMJJBY and PMSBY. We learned that structural issues on the supply-side discourage banks and insurance companies from promoting these schemes. These issues pertain to the incentive structure for financial intermediaries, the distribution channels typically employed, customer selection and product pricing, and instances of frauds that make the sale and servicing of these schemes a challenging proposition for these providers.<\/p><p>Based on the above understanding, we are now working to develop a diagnostic toolkit that will enable a periodic monitoring of the quality of delivery of the two schemes. The toolkit has both quantitative and qualitative aspects, and we will be surveying customers as well as interviewing senior management officials and field staff of banks and insurance companies. The intent will be to uncover the manner in which supply-side challenges ultimately impact the customer\u2019s experience of accessing and using the schemes, from onboarding all the way to claim settlements and grievance redress.<\/p><p>Read all of our writings under Public Insurance Schemes <a href=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/improving-insurance-uptake-under-the-jan-suraksha-program\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><strong>here.<\/strong><\/span><\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-25f1033 elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"25f1033\" data-element_type=\"section\" id=\"Improving\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-3d4ef6a\" data-id=\"3d4ef6a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-732918d elementor-widget elementor-widget-heading\" data-id=\"732918d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">IMPROVING CASH-IN CASH-OUT (CICO) SERVICES<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fde0975 elementor-widget elementor-widget-heading\" data-id=\"fde0975\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ARE BC AGENTS SUCCEEDING?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-40f1d61 text_img elementor-widget elementor-widget-text-editor\" data-id=\"40f1d61\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In many remote and far-flung locations, accessing money in one\u2019s own account is no simple task. Various frictions may prevent a constrained customer from availing CICO services, which are essential for accessing one\u2019s entitlements or wages, or for remitting money to family members. While the Business Correspondent (BC) model has emerged as the predominant network of diffused touchpoints through which banks reach the last-mile customer, problems with its implementation have meant that meaningful access to deposit and withdrawal services at the last mile is still lacking.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66a299d elementor-widget elementor-widget-html\" data-id=\"66a299d\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<button id=\"myButton2\" class=\"shbt\" onclick=\"mythreeFunction()\">See More<\/button>\r\n<script>\r\nfunction mythreeFunction() {\r\n var element = document.getElementById(\"sechide2\");\r\n element.classList.toggle(\"secshow2\");\r\n \t\r\n \tvar btn = document.getElementById(\"myButton2\");\r\n    if (btn.value == \"See Less\") {\r\n      btn.value = \"See More\";\r\n      btn.innerHTML = \"See More\";\r\n    } else {\r\n      btn.value = \"See Less\";\r\n      btn.innerHTML = \"See Less\";\r\n    }\r\n}\r\n<\/script>\r\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-3de29ca\" data-id=\"3de29ca\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f21ca9c elementor-widget elementor-widget-image\" data-id=\"f21ca9c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-content\/uploads\/elementor\/thumbs\/12-qam2k846cbq583uz80xcsgitdn11wdy1bamwqdus1c.jpg\" title=\"Happy,Young,Indian,Farmer,Counting,And,Showing,Money,At,Cotton\" alt=\"IMPROVING CASH-IN CASH-OUT (CICO) SERVICES\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-001150c elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"001150c\" data-element_type=\"section\" id=\"sechide2\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-93806ca\" data-id=\"93806ca\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e532161 text_img elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e532161\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Through conversations with providers, and field interviews with BC agents, we have identified the key factors that can contribute to an agent\u2019s profitability and therefore to that agent\u2019s ability to provide CICO services reliably. We have organised all these factors into an \u2018Agent Success Framework\u2019. We believe that if agents can succeed as dictated by the elements of our framework, then customers\u2019 ability to access CICO services will also greatly improve.<\/p><p>But how are network managers, banks and policymakers to know if agents are succeeding? To answer this question, we are now building a diagnostic tool which will identify those aspects of any particular BC network that obstruct reliable CICO provision. Our agent success framework indicates that reliable CICO provision makes for profitability (because customers are happy) just as much as profitability makes for reliable CICO provision (because agents are happy), but the loop has to start with agent profitability, and this is a point of intervention for network managers, banks and policymakers.<\/p><p>Ultimately, the problem discovery and solutioning enabled by our diagnostic tool will improve not only access to reliable CICO services but also the quality of service provided overall.<\/p><p>Read all of our writings under Improving Cash-in Cash-out Services <a href=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/improving-cash-in-cash-out-cico-services\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><strong>here.<\/strong><\/span><\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-65b4ef5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"65b4ef5\" data-element_type=\"section\" id=\"Helping\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-26ee996\" data-id=\"26ee996\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-aa1f09d elementor-widget elementor-widget-image\" data-id=\"aa1f09d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-content\/uploads\/elementor\/thumbs\/shutterstock_759177064-qa9dkpjhoqua4klsirmm9xwgheggrukffunq4mojg0.jpg\" title=\"Dvara\" alt=\"Dvara\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-13d7853\" data-id=\"13d7853\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a96cee2 elementor-widget elementor-widget-heading\" data-id=\"a96cee2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">HELPING WOMEN CUSTOMERS GAIN COMFORT WITH DIGITAL ENVIRONMENTS <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3dcc13a elementor-widget elementor-widget-heading\" data-id=\"3dcc13a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">COULD POOR WOMEN BE MANAGING THEIR MONEY DIGITALLY?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ccd5c6 text_img elementor-widget elementor-widget-text-editor\" data-id=\"8ccd5c6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The financial lives of poor women largely revolve around the challenges posed by their small, irregular, and unpredictable household incomes. Their focus is on daily cashflow management and on ensuring that money is available when needed. Financial decision-making by these women is frequent, intuitive, and automatic. Also, it is embedded within a complex network of community-level interactions. However, these realities have not been considered in the design and delivery of financial services for poor women.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6b8981 elementor-widget elementor-widget-html\" data-id=\"e6b8981\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<button id=\"myButton3\" class=\"shbt\" onclick=\"myfourFunction()\">See More<\/button>\r\n<script>\r\nfunction myfourFunction() {\r\n var element = document.getElementById(\"sechide3\");\r\n element.classList.toggle(\"secshow3\");\r\n \t\r\n \tvar btn = document.getElementById(\"myButton3\");\r\n    if (btn.value == \"See Less\") {\r\n      btn.value = \"See More\";\r\n      btn.innerHTML = \"See More\";\r\n    } else {\r\n      btn.value = \"See Less\";\r\n      btn.innerHTML = \"See Less\";\r\n    }\r\n}\r\n<\/script>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d68a9cd elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d68a9cd\" data-element_type=\"section\" id=\"sechide3\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-51b0c12\" data-id=\"51b0c12\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-860ac51 text_img elementor-widget elementor-widget-text-editor\" data-id=\"860ac51\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>To bridge the existing gap in knowledge, we have embarked on a project to uncover prevailing money management practices among poor women and to assess the potential for digitising these practices. We take this approach because we believe that migrating women\u2019s existing money management practices to digital platform is the essential first step towards their adoption of digital financial services. Our intervention, with appropriate safeguards built-in, uses an assisted model of female peers, or Sakhis, to create a relatively hassle-free environment that would empower poor women to embrace a digital payments app.<\/p><p>The study intervention will approximately span over six months. We have already identified implementation partners and field sites. Through our work, we will not only shed light on the money management practices of poor women and their amenability to digital migration, but also explore how to sustain and deepen the trust and confidence that the women come to repose in the digital payments app. Ultimately, this project has the potential to promote inclusive practices and foster meaningful financial inclusion for poor women in both digital and traditional contexts.<\/p><p>Read all of our writings under Women&#8217;s Money Management <a href=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/helping-women-customers-gain-comfort-with-digital-environments\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><strong>here.<\/strong><\/span><\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-8de8f34 elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8de8f34\" data-element_type=\"section\" id=\"Surfacing\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2b54e7d\" data-id=\"2b54e7d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-60e2138 elementor-widget elementor-widget-heading\" data-id=\"60e2138\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">SURFACING THE POOR CUSTOMER'S VOICE<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e10ee6 elementor-widget elementor-widget-heading\" data-id=\"7e10ee6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">IN WHAT WAYS IS CONTACT WITH FORMAL FINANCE CAUSING CUSTOMERS TO BECOME AGGRIEVED?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42c5a4b text_img elementor-widget elementor-widget-text-editor\" data-id=\"42c5a4b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The \u2018Voice of Aggrieved Customer\u2019 project aims to surface the lived experiences of aggrieved customers of digitised financial services, to reveal customer protection issues that may be going unnoticed and unreported. The key objectives of this project are to (i) raise awareness of the poor quality of, and gaps in, financial service delivery to low-income households and vulnerable segments, (ii) reveal the complexity of the issues and experiences from the customer\u2019s standpoint, and (iii) identify the aspects of regulated conduct on which institutions are falling short.\u00a0<\/p><p>We have commissioned partner organisations with extensive field presence to collect customer cases for us. These organisations have been at work for several months and are now developing their final outputs for us to collate into a cohesive repository of cases. The cases once published will be in audio, visual and written formats.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-78cd6db\" data-id=\"78cd6db\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-93e95e1 elementor-widget elementor-widget-image\" data-id=\"93e95e1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-content\/uploads\/elementor\/thumbs\/shutterstock_1613900314-qa9dkrf62ewursj27sfvexfdo67778rw43yp36lr3k.jpg\" title=\"Dvara\" alt=\"Dvara\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-024ecaa elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"024ecaa\" data-element_type=\"section\" id=\"sechide4\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-c6b8a5d\" data-id=\"c6b8a5d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-56e0ff0 text_img elementor-widget elementor-widget-text-editor\" data-id=\"56e0ff0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>We have commissioned partner organisations with extensive field presence to collect customer cases for us. These organisations have been at work for several months and are now developing their final outputs for us to collate into a cohesive repository of cases. The cases once published will be in audio, visual and written formats.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>MONITORING AND DIAGNOSTIC TOOLS CAPTURING CUSTOMER ISSUES WITH UPI WHAT PROBLEMS ARE UPI CUSTOMERS ENCOUNTERING? In the first month of the current financial year, India registered 8.9 billion UPI transactions worth INR 14.07 trillion. Given this volume, even a 0.1% transaction failure rate will mean 9 million failed transactions per month. Many such failures would [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"hashtags":[],"class_list":["post-273","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/pages\/273","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/comments?post=273"}],"version-history":[{"count":259,"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/pages\/273\/revisions"}],"predecessor-version":[{"id":4227,"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/pages\/273\/revisions\/4227"}],"wp:attachment":[{"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/media?parent=273"}],"wp:term":[{"taxonomy":"hashtags","embeddable":true,"href":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/wp-json\/wp\/v2\/hashtags?post=273"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}