CALL FOR PROPOSALS
TO DEMONSTRATE CUSTOMER CENTRICITY AS A BUSINESS MODEL
Deadline for submission is June 5, 2015. Please reply to all the questions below in no more than 5
pages and send your responses to customersinitiative@cgap.org.
Section I. About your organization
1. Full name of organization
(and website)
2. CEO (name and email address)
3. Contact person for the project (name,
title, phone number and email address)
4. Type of organization (e.g. Bank, MNO,
retailer, other… please specify)
5. Date organization started branchless
banking operations (MM/YYYY)
6. Type of digital financial services (DFS)1
offered, channels used and geographic
reach
Customers ………………………….
7. Number of customers of DFS and
number of agents
Agents…………………………………
8. Market share of DFS in the country
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Digital financial services are delivered (by banks and nonbank financial service providers) using a transaction platform that
receives and transmits transaction data; a technology-enabled device or instrument with a connection to the transaction
platform, such as card reader/point-of-sale device, mobile phone, or computer; and agents (human or electronic such as ATMs)
that allow customers to cash in and cash out.
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Section II. Your approach to customer centricity
9. Please describe your approach to customer centricity and why it is important to your
organization (You may write up to 200 words.)
10. Describe (an) initiative(s) you have undertaken to improve the customer experience of poor
people using your services (You may write up to 200 words.)
11. How do you envisage improving the customer centricity of your organization? (You may
write up to 200 words.) .
12. What are the challenges you face in becoming a more customer centric organization? (You
may write up to 200 words.)
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Section III. Your project proposal
13. What project(s) would you like to test/refine partnering with CGAP ? .
(1) Leadership and Culture…………………………………………………………………………………………..
(2) Operating Model focused on Customers…………………………………………………………………
(3) Information, Insights and tools
(4) Customer Experience ……………………………………………………………………………………………..
(5) Creating and Measuring Value.………………………………………………………………………………..
14. Please describe your proposed project for the collaboration with CGAP. What essentially
would you like to explore; How crucial is this project related to other projects in your
business model; Why you would like to take part in demonstrating customer centricity as a
business model? (You may write up to 200 words.)
15. Please describe what outcomes you hope to achieve with the project; how would you
propose to go about it; what is the timeframe you would envisage for implementing the
project? (You may write up to 200 words.)
16. What level of resources would you be willing and able to contribute to the project. Please
note that these commitments need to come from your organization directly and should not
be funded through contributions from other entities (e.g. donors).
Please tick all that apply and add estimates amounts, FTEs and/or in kind items.
Human resources……………………………………….
Financial resources…………………………………….
Logistical support (e.g. transportation, translation, accommodation)………………………….
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17. What are your expectations from CGAP’s contribution to the project?
18. What challenges (internal or external) do you foresee in implementing the project and
making change happen?
19. Is there any additional information you would like to provide? (Please keep in mind the
maximum 5 page limit for the application).
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