Publication: Dvara Research

In this blog, we focus on the supply side of the equation, exploring the literature detailing the issues CICO agents face in offering uninterrupted CICO services. Agents who provide CICO services often encounter significant obstacles that hinder their capacity to assist customers effectively.

In this interim report, we document our observations about the user interface of In-App GRMs in UPI applications (UPI Apps). Our observations are based on our review of the customer redress journey on these GRMs – mainly in terms of the GRM’s accessibility and usability – from the lens of a low-income, digital immigrant customer.

In this blog post, we collate evidence of the various reasons that prevent the BC network from offering access to reliable CICO services all over the country. We rely on a mix of evidence in the form of qualitative case studies, survey results, and secondary sources.

Under the Center for Customer Protection, Dvara Research has been working on developing a market monitoring tool that leverages social media data to identify customer-facing issues with India’s leading payment infrastructure, the Unified Payments Interface (UPI).

The Insolvency and Bankruptcy Code, 2016 (Code) is the umbrella legislation for
insolvency resolution of corporate persons, partnership firms and individuals

Technological advancement is enabling governments to break away from this fragmented model and adopt an approach that allows individual departments to share infrastructural capacities. In policy parlance, this new approach is referred to as an ‘ecosystem-based’ delivery model, wherein several government departments are integrated at the back end, operate on the same platform, with their workflows interoperable with each other.

Access to credit enables an individual and her household to achieve financial well-being and results in economic welfare outcomes for the entire society. However, excessive debt diminishes all developmental gains, and negatively impacts overall economic growth and stability.

Despite significant policy support for financial inclusion, there is little evidence about what has been achieved by way of knowing which households and individuals are financially included, or what is the impact of such inclusion on these persons.

The Inclusive Finance India Report is a comprehensive and well-researched account on cumulative progress made in India toward reaching the ambitious goal of universal financial inclusion.

In this post, we present our findings from our literature review based on which we conducted the behavioural study.