This presentation provides an overview of research findings from qualitative and quantitative surveys done with FSPs in conjunction with the firm Creative Metier on three areas: content, technical capabilities, and willingness to pay.

1. Supply and Demand Insights
from Research
Josephine Kibe, CGAP
14 June 2016

2. Key Findings
• Demand, openness and perception of benefits
• Organizational culture shift around e-learning
• Content priority areas
• Technical capability and considerations
• Staff IT skills
• Contribution to career progression

3. Demand Study: Methodology and Objectives
30 interviews were conducted with FSP managers across SSA, 13 with industry
stakeholders and 149 FSP staff completed an online survey.
Study focus areas:
• Content - technical skills, managerial skills and industry knowledge required of
Financial Service Providers’ (FSPs) staff members from the perspective of
individuals, their managers and other industry stakeholders.
• Technical Capabilities - engagement modality preferences and
technological constraints.
• Willingness to pay - at an individual and institutional level

4. Content
Technical
• Credit management (individual)
• Customer service and client satisfaction
• Delinquency management
• Risk management (credit)
• Loan appraisal and monitoring – SME
Leadership and Management
• People management and motivation
• Management essentials – mid level
• Strategic planning
• People management – delegation
• Communication skills

5. • Microfinance / financial inclusion essentials
• Mobile banking
• Digital finance
• Agriculture finance
• Regulation and compliance principles
Industry knowledge

6. Willingness to Pay
2.6%
17.9%
25.6%
25.6%
12.8%
5.1%
7.7%
12.0%
18.1%
16.9%
24.1%
12.0%
10.8%
3.6%
1.2%
0
1 - 250 USD
251 - 500 USD
501 - 1,000 USD
1,001- 2,000 USD
2,001-5,000 USD
5,001-10,000 USD
10,001-20,000USD
% of respondents
Seven countries
Rest of SSA
FSP Staff were asked: “How much would you be prepared to invest over a 12
month period to fund your own professional development?’”
Staff willingness to pay:
• Lower for priority countries than for
rest of SSA
• Lowest in Rwanda and Uganda
Current classroom based training
provision, cost data:
• Most commonly occurring cost is
$300 per participant
• Median cost is $400 per participant

7. Technical Capabilities
• Most entry level staff have daily access to a computer, but it is often for limited
periods and shared with other staff – managers did indicate a strong
commitment to ensuring that this was resolved to facilitate e-learning.
• Personal mobile phone usage is rapidly increasing but the cost implications of
personal data usage will pose a barrier unless these are supported by
employers.
• A number of FSPs are rolling out tablets over the next few years.
• Staff reported online activity on a regular basis e.g browsing for news, using
professional and social media etc.

8. Design Considerations
Content:
• Responsive to changing needs
• Best practice / principles for the
industry
• Skills development
• Role relevant
Program / platform design:
• Course completion certificates
• Interactive and role relevant
• Structure and testing
• User interface design and navigation
Alignment within FSP:
• Links to career progression
• Reporting
• Access routes
• IT skills support

9. Implications for the Academy
To achieve impact within FSPs and ultimately the industry, the Gateway Academy
will need to:
Academy design / implementation
• Resolve access challenges and give staff time to use the programs
• Build awareness of e-learning as an effective and efficient format for staff
development
• Align with FSP learning management systems and career progression processes
• Build credibility through partnerships
• Identify content partners
• Identify mechanisms and business models for leveraging existing programs

10. • Effect a culture change regarding efficacy of e-learning within target FSPs
• Shift the dominant focus on loan officer induction training to a broader focus on a
wider curriculum
• Work with industry actors to generate support and interest
• Create a pool of advocates for the Academy to support early adoption
Industry Engagement

11. Thank you