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					                                          FY 2009 SOCIAL PERFORMANCE STANDARDS REPORT
This Social Performance Standards Report was created by MIX to collect information on the 22 core indicators selected by The Social Performance Task Force.
The whole document consists of 5 parts: 1. the social performance standards framework and description, 2. the social performance standards report Part I, 3.
the social performance standards report Part II, 4. the table for poverty measurement, and 5. a glossary. Part I of the report contains 13 indicators which mainly
focus on your MFI's mission, products and services offered, social responsibility to clients and to staff, and clients outreach. Part II contains 6 indicators which
focus on employment creation, social responsibility to community and to environment, and children education. Finally, the table for poverty measurement
contains the remaining 3 indicators on poverty level. The indicators follow a specific framework that looks at the entire process by which social impact is
created. The framework includes analysis of the intent of the institutions, the effectiveness of their internal systems and activities in meeting these objectives,
related outputs, and success in effecting positive changes in the lives of clients. The MFI can provide any additional information related to each indicator in the
column for comments. Finally, a glossary has been created to link those indicators which are most difficult to conceptualize and conform to a standard
definition. The indicators linked to the glossary are underlined and their definition can be viewed by clicking on the hyperlinks provided.




                                               INTERNAL SYSTEMS
                      INTENT                                                      OUTPUTS                     OUTCOMES                      IMPACT
                                                  & ACTIVITIES




               DIMENSION                                  STANDARD                                         RELEVANCE OF THE STANDARD                                POSITION IN THE REPORT
                 INTENT                             Mission and social goals             Social performance is the translation of an MFI's mission into                      Part I
                                                                                         practice. What is measured in social performance is related to an
                                                                                         MFI's mission and social goals. This indicator assesses the MFI's
                                                                                         stated commitment to its social mission, its target market and
                                                                                         development objectives.




                                                          Governance                     Governance is a process by which a board of directors guides an                    Part I
                                                                                         institution in fulfilling its corporate mission. This indicator assesses
                                                                                         the way through which board members' responsibilities and terms of
                                                                                         services are disclosed. It also assesses board composition and
                                                                                         member's expertise and how the institution reinforces board
                                                                                         members knowledge and commitment to social performance.



  INTERNAL SYSTEMS AND ACTIVITIES:               Range of products and services          Once the target population is identified, the MFI has to work on the               Part I
        Strategies and systems                                                           design of its financial products and services so that they can fit the
                                                                                         needs and the constraints of clients. This indicator considers the
                                                                                         integrated approach to microfinance by assessing both financial and
                                                                                         non-financial products and services offered by an MFI.


                                                 Training on social performance          Staff training on social performance management is important to                    Part I
                                                                                         ensure that staff understand how their work helps the organisation
                                                                                         achieve the social mission. MFIs can use training as an opportunity to
                                                                                         capture staff feedback, enabling it to make changes where necessary
                                                                                         so that its management systems are fully aligned with the social
                                                                                         mission.This indicator assesses which MFI's members have received
                                                                                         training on any aspect of social performance during the reporting
                                                                                         year and the areas of training covered.




                                          Staff performance appraisal and incentives In order to ensure the validity of reported data and staff performance                 Part I
                                                                                     on relevant areas of social performance management, it is important
                                                                                     to carry out staff appraisals. An MFI should also establish staff
                                                                                     incentives to increase productivity and employees satisfaction levels
                                                                                     while complying with social objectives of the MFI. This indicator
                                                                                     assesses which areas of social performance an MFI appraise and the
                                                                                     implementation of a staff incentive system tied to social performance
                                                                                     goals.
                                           Market research on clients            An MFI can use standard market research techniques to identify              Part I
                                                                                 clients' needs. Through market research an MFI can refine existing
                                                                                 products and develop new ones. This is very useful in meeting
                                                                                 clients' needs, retaining clients, reaching new ones and reducing drop-
                                                                                 out rates. This indicator assesses how and how often the MFI
                                                                                 undertakes market research on clients.




                                           Measuring client retention            Beyond client satisfaction, exit rates can also be an important             Part I
                                                                                 indicator of social performance. Drop-out rates can provide
                                                                                 important information for an MFI if supplemented with client exit
                                                                                 interviews, in order to identify problems that lead to dropouts. This
                                                                                 indicator assesses the retention rate of an MFI.




                                              Poverty assessment                 To fulfill its social mission, an MFI should use the poverty assessment     Part II
                                                                                 strategy that is appropriate for its clientele, development objectives,
                                                                                 and local operating conditions. An MFI can adopt measurement tools
                                                                                 to assess how and why its clients’ living conditions change over time.
                                                                                 Recent initiatives, such as the Progress Out of Poverty Index (PPI) and
                                                                                 the Poverty Assessment Tool (PAT) enable the direct measurement of
                                                                                 household poverty using simple, robust indicators, statistically
                                                                                 correlated with different poverty lines.This indicator assesses the
                                                                                 tools adopted to track the poverty status of the clients. To know
                                                                                 more about PAT visit this link: http://www.povertytools.org/
                                                                                 To       know         more      about     PPI,     visit   this     link:
                                                                                 http://www.progressoutofpoverty.org/




INTERNAL SYSTEMS AND ACTIVITIES:         Social responsibility to clients        Social responsibility to clients is a fundamental dimension of an MFI's     Part I
     Policies and compliance                                                     social performance. This indicator is linked to The Smart Campaign,
                                                                                 which embodies a set of core principles for the treatment of
                                                                                 microfinance clients - the minimum standards that clients should
                                                                                 expect to receive when doing business with a microfinance
                                                                                 institution. The principles at the heart of Smart Microfinance are:
                                                                                 1)Avoidance of Over-Indebtedness; 2)Transparent and Responsible
                                                                                 Pricing; 3)Appropriate Collections Practices; 4)Ethical Staff Behavior;
                                                                                 5)Mechanisms for Redress of Grievances; 6)Privacy of Client Data. For
                                                                                 more information about the Smart Campaign, you can visit:
                                                                                 http://www.smartcampaign.org/




                                   Transparency on cost of services to clients Interest rates should be set to ensure the sustainability of the              Part I
                                                                               institution and long-term availability of the service, but at the same
                                                                               time institutions should actively be looking for ways to reduce the
                                                                               cost for their clients. This indicator assesses the effective interest rate
                                                                               for the main loan product offered and the estimated percentage of
                                                                               clients who are borrowing from other institutions or money lenders.




                                          Social responsibility to staff         Human resources policy is important to ensure that employees are            Part I
                                                                                 treated fairly. At the same time, it is important to monitor employee
                                                                                 satisfaction and have a system in place to understand employees
                                                                                 concerns and needs. This indicator assesses the MFI's policy
                                                                                 regarding social responsibility to staff, by looking at its human
                                                                                 resources policy in place, systems to monitor employees satisfaction
                                                                                 and staff turnover rate, as a measure of staff satisfaction.



                                      Social responsibility to community         An MFI can have a relevant impact in the community where it                 Part II
                                                                                 operates not only through the provision of financial services to its
                                                                                 clients but also through the implementation of policies and actions
                                                                                 aimed to support community development at large. This indicator
                                                                                 assesses the steps that the MFI takes in this direction.
                                   Social responsibility to environment     The impact of microenterprises' activity on the enviornment can be                Part II
                                                                            particular significant due to the low technological level, the general
                                                                            lack of regulatory supervision, and the absence of supporting
                                                                            infrastructure and services in their country of operations. This
                                                                            indicator assesses whether the MFI has any policies and initiatives in
                                                                            place to mitigate environmental impacts of financed enterprises.




  OUTPUTS AND OUTCOMES:                    Geographic outreach              The provision of financial services to different geographic areas can              Part I
Achievement of social objectives                                            support income and employment generation to underserved rural
                                                                            and urban clients. This indicator assesses the number of clients
                                                                            reached in the different geographical areas and in the areas below
                                                                            the national average level of development. It also asseses the ability
                                                                            of the MFI to serve clients in those areas where no other financial
                                                                            services are provided.



                                             Women outreach                 If an MFI has women as its target market, then any initiative in place             Part I
                                                                            needs to be reflected in the number of women clients actually
                                                                            reached. This indicator assesses the number of women clients
                                                                            (borrowers and savers) reached by the MFI.


                                             Clients outreach               Outreach is determined by the types and numbers of clients reached                 Part I
                                                                            with microfinancial
                                                                            services. This indicator assesses the ability of the MFI to reach its
                                                                            target market. It also assesses clients outreach by lending
                                                                            methodology.

                                    Outreach by non financial services      Clients outreach is not only determined by the number of clients                  Part II
                                                                            reached by financial products but also by understanding and meeting
                                                                            the other needs of clients through demonstrated efforts in product
                                                                            design. This indicator looks at clients outreach in terms of number of
                                                                            clients benefitting from non financial services. It also asks to show, if
                                                                            available, any study regarding the program's effectiveness on the
                                                                            target market - as part of outcomes.



                                               Employment                   At the community level, microenterprises can generate new jobs,                   Part II
                                                                            thus providing higher and more stable income of the community as a
                                                                            whole. This indicator assesses employment generation opportunities
                                                                            created by the supported enterprises.




                                            Children in School              Increased earnings derived from microenterprises allow poor people                Part II
                                                                            to better plan and invest in their children's future. This indicator
                                                                            assesses the number of clients' children who are attending school in
                                                                            countries where school attendance is less than 90% at secondary or
                                                                            primary level.




                                    Poor and very poor clients at entry     In order to assess the poverty levels of the clients, an MFI should use     Poverty Measurement
                                                                            the poverty line most appropriate. This indicator assesses the poverty
                                                                            line(s) and poverty tool(s) used to estimate the percentage of
                                                                            entering/recently joined clients who are below and in the bottom
                                                                            50% of the poverty line.



                                     Clients in poverty after 3/5 years     Measuring a client's poverty status at entry and tracking this status       Poverty Measurement
                                                                            over time is an important indicator that MFIs use to evaluate clients'
                                                                            well-being. This indicator assesses the estimated percentage of
                                                                            clients who joined the institution 3 or 5 years ago and who remain
                                                                            below the poverty line.



                                   Clients out of poverty after 3/5 years   By using appropriate poverty assessment tools and tracking the              Poverty Measurement
                                                                            same sample of clients over time, an MFI can assess whether clients
                                                                            move out of poverty. This indicator assesses the percentage of active
                                                                            clients who were 'poor' when they joined the institution 3 or 5 years
                                                                            ago and who are estimated to have moved out of poverty.
       FY 2009 SOCIAL PERFORMANCE STANDARDS REPORT- PART I
(i) BASIC DETAILS: THE MFI                                              ANSWERS                                                                                                                                                                       COMMENTS
a      Name of the MFI:                                                 Bharat Integrated Social Welfare Agency (BISWA)
b      Country of operations:                                           India
c      Year microfinance operations began:                              1996
d      Legal form:                                                      NGO

e      Report for Fiscal Year ended (day - month - fiscal year 2009):   31-03-2010
f      Number of loan accounts:                                         20628
g      Number of currently active borrowers (not loan accounts):        305679
h      Number of savings accounts:                                      0
i      Number of currently voluntary savers (not savings accounts):     0
(ii)   THE RESPONDENT
a      Name of respondent(s):                                           Khirod Chandra Malick
b      Title of respondent(s):                                          Chairman
c      Office Address (Street, City and Zip Code):                      At: Danipali, Po: Budharaja, Sambalpur,Odisha-768004
d      Contact e-mail address:                                          kcm@biswa.org, office@biswa.org
e      Contact telephone number:                                        9437056453
       INTENT
1      Mission and Social Goals
                                                                        To make a real and lasting social, financial, psychological and spiritual impact on individuals, help build strong cohesive communities and generate substantial employment
                                                                        opportunities by increasing availability of a wider range of services
a      What is your MFI's social mission?


b      In which year was the mission statement formulated (or           1995
       updated)?
c      What is the poverty level of the clients that your institution        Very poor clients
       aims to reach? (Check all that apply):
                                                                             Poor clients

                                                                             Low income clients

                                                                             Not a specific focus/all population

d      If you checked the boxes " very poor or poor clients", which
       reference point/benchmark do you use for estimating the
       poverty level of your clients? (Check all that apply):
       Very poor clients:                                                    Persons in the bottom 50% of those living below the poverty line established by the national government

                                                                             Persons living on less than the US $1 a day international poverty line

                                                                             Other (please specify):


       Poor clients:                                                         Persons living below the poverty line established by the national government


                                                                             Persons living on less than US $2 a day international poverty line


                                                                             Other (please specify):

e      What is the target market of your institution? (Check all that
                                                                             Women
       apply):
                                                                             Adolescents and youth (below the age of 18)

                                                                             Indigenous people and ethnic minorities

                                                                             Clients living in rural areas

                                                                             Clients living in urban/semi-urban areas

                                                                             No specific target/all population

                                                                             Other (please specify):

f      What kind of enterprises does your institution support? (Check        Microenterprises
       all that apply):
                                                                             Small enterprises

                                                                             Medium enterprises

                                                                             Large enterprises


g      Which development objectives does your institution
                                                                             Financial inclusion
       specifically pursue through its provision of financial and non
       financial products and services? (Check all that apply):              Poverty reduction

                                                                             Employment generation


                                                                             Development of start-up enterprises


                                                                             Growth of existing business


                                                                             Adult education improvement


                                                                             Youth opportunities


                                                                             Children schooling

                                                                             Health improvement


                                                                             Gender equality and women's empowerment

                                                                             Water and sanitation

                                                                             Housing

                                                                             Other (please specify):

2      Governance
a      Are Board members' responsibilities and terms of services            Yes
       specified by the Institution's bylaws? (Check all that apply):
b      If not, in which ways are the procedures documented?
                                                                             Board minutes

                                                                             Commitees minutes

                                                                             Manual of procedures

                                                                             Other (Please specify):

c      How is your institution's Board composed?(Check all that
                                                                             Government
       apply):
                                                                             Representatives of community leaders

                                                                             Independent/professional firms

                                                                             Representatives of private financial institutions

                                                                             Clients

                                                                             Other (Please specify):

d      What are the areas of expertise of your institution's Board           Financial and banking
       members?(Check all that apply):
                                                                             Legal

                                                                             Development/non financial services

                                                                             Government/ public services

                                                                             Other (Please spcify):

e      What is the total number of your Board members?                  11
f      What is the number of women on your Board?                      6
g      If you have representatives on your Board of your target
       market (as reported in question 1e) which categories of clients
       are represented?
h   How does your institution reinforce Board members’
                                                                             We have a standing social performance committee that regularly reviews social performance issues
    knowledge of, and commitment to, social performance? (Check
    all that apply):                                                         We organise staff and client visits to help board members understand how operations are achieving the mission

                                                                             We ensure that social performance issues are identified as components of the MFI’s strategic and business plans

                                                                             Other (Please specify):

    STRATEGIES AND SYSTEMS
3   Range of products and services (financial and non financial)
a   Which of the following financial products/services does your
    institution offer? (Check all that apply):
    Credit:

                                                                             Microcredit loans for microenterprises

                                                                             SME loans

                                                                             Loans for agriculture

                                                                             Line of credit

                                                                             Loans for education

                                                                             Housing loans

                                                                             Credit for other household needs (ex. medical, consumption smoothening)

                                                                             Other (Please specify):                                                                  Sanitation, Safe drinking water, Nutrition,
                                                                                                                                                                      Solar light, sewing machine, mosquto net :
                                                                                                                                                                      these are the activities where loan
                                                                                                                                                                      products are offered in the form of
                                                                                                                                                                      Installation of IHL, water filter, small shops
                                                                                                                                                                      including solar light purchase, sewing
                                                                                                                                                                      machine installation,supply of medicated
                                                                                                                                                                      mosquito net to achieve the goal intended
                                                                                                                                                                      towards holistic social development



    Savings:
                                                                           Yes


    If your institution does not offer savings, please skip this             Checking accounts
    question. Otherwise, what kind of savings products does it
    offer? (Check all that apply):                                           Voluntary savings

                                                                             Compulsary savings (cash collateral)

                                                                             Fixed term deposits

                                                                             Special purpose savings accounts

                                                                             Other (Please specify):                                                                  The organisation mobilises saving through
                                                                                                                                                                      bank account opened in nearest bank of
                                                                                                                                                                      the Self Help Group that is operated by
                                                                                                                                                                      them.
    Insurance:                                                            Yes through partnership


    If your institution does not offer insurance products, please
                                                                             Credit life insurance
    skip this question. Otherwise, what type of insurance does it
    offer? (Check all that apply):                                           Life insurance

                                                                             House insurance

                                                                             Agriculture insurance

                                                                             Health insurance

                                                                             Workplace insurance

                                                                             Other (please specify):                                                                  Livestock Insurance

    Is the insurance voluntary or compulsory?
                                                                           Compulsory


    Other financial services:                                             Please choose one


    If your institution does not offer other financial services, please      Debit/Credit card
    skip this question. Otherwise, what type of services does it
                                                                             Cell phones cards
    offer? (Check all that apply):
                                                                             Savings facilitation service

                                                                             Money transfer/remittances service

                                                                             Payments by check

                                                                                Other (please specify)

b   What are the lending methodologies of your institution? (Check           Individual lending
    all that apply):
                                                                             Solidarity group lending

                                                                             Village banking

                                                                             Other (Please spcify):                                                                   NGO Finance
c   Which of the following non-financial services does your
    institution offer to its clients (Check all that apply):
    Enterprise services:                                                   Yes, offered directly and through alliances with third parties




    If your institution does not offer enterprises services, please          Enterprise skills development
    skip this question. Otherwise, what type of services does it
                                                                             Business development service
    offer? (Check all that apply):
                                                                             Other (please specify):

    Education:
                                                                          Yes, offered directly and through alliances with third parties


    If your institution does not offer education services, please            Financial literacy
    skip this question. Otherwise, what type of services does it
    offer? (Check all that apply):                                           Basic health/nutrition education

                                                                             Children and youth education

                                                                             Occupational safety and health in the workplace

                                                                             Other (Please specify):

    Health services:
                                                                          Yes, offered directly and through alliances with third parties


    If your institution does not offer health services, please skip          Basic medical services
    this question. Otherwise, what type of services does it offer?
    (Check all that apply):                                                  Special medical services for women and children

                                                                             Other (Please specify):                                                                  Linkage bwtween medical institutions
    Women empowerment:                                                    Yes, offered directly and through alliances with third parties


    If your institution does not offer services for women's                  Business training to enhance women's market opportunities
    empowerment, please skip this question. Otherwise, what type
                                                                             Women leadership training
    of services does it offer? (Check all that apply):
                                                                             Training on rights and responsibilities as leaders in participative models

                                                                             Women's rights education/Gender issues (training for men and women)

                                                                             Counseling/legal services for women victims of violence

                                                                             Other (Please specify):

4   Training of staff on social performance
a   Did any of your staff participate in training or orientation          Yes
    sessions related to any aspect of social performance
    management, during the reporting year?

                                                                          If not, and not planning, please explain why not:
b   If not, please skip this question. Otherwise, which staff have             Board members
    received some kind of training on social performance
                                                                               Top management
    management during the reporting year? (Check all that apply):
                                                                               Middle management

                                                                           Loan officers

                                                                           Back office staff (MIS, accounting, administration)

                                                                           Other (Please specify):

c   On which areas related to social performance does your
    institution offer staff training?
    General principles/strategies                                             Mission orientation

                                                                              Social objectives

                                                                              Gender sensitivity

                                                                              Poverty measurement

                                                                              Other (Please specify):

    Specific operations/procedures                                         Over-indebtedness prevention

                                                                           Communication with clients of product pricing, terms and conditions

                                                                           Acceptable practices of payment collection

                                                                           Collecting good quality social information

                                                                           Policy and procedures on safeguard of clients' data


                                                                           Being responsive to clients needs

                                                                           Referring clients complaints to those responsible for handling and resolving them

                                                                           Other (Please specify):

5   Staff performance appraisal and incentives
a   Does your institution conduct performance appraisals of staff
                                                                        Yes
    in relation to social performance management?



                                                                        If not, and not planning, please explain why not:


b   If not, please skip this question. Otherwise, which areas does         Ability to attract new clients from target market
    your institution appraise? (Check all that apply):
                                                                           Outreach of remote rural communities

                                                                           Women's outreach

                                                                           Quality of interaction with clients

                                                                           Social data quality

                                                                           Retention/ Drop-out rates

                                                                           Portfolio quality


                                                                           Other (Please specify):

    Does your institution have in place a staff incentives scheme
                                                                        Yes
    related to social performance goals?
                                                                        If not, and not planning, please explain why not:


d   If not, please skip this question. Otherwise, which areas does
                                                                           Ability to attract new clients from target market
    your institution reward? (Check all that apply):
                                                                           Outreach of remote rural communities

                                                                           Women's outreach

                                                                           Quality of interaction with clients

                                                                           Social data quality

                                                                           Retention/ Drop-out rates

                                                                           Portfolio quality

                                                                           Other (Please specify):

e   Which staff members qualify for these incentives? (Check all
                                                                               Top management
    that apply):
                                                                           Middle management

                                                                           Loan officers

                                                                           Back office staff (MIS, accounting, administration)

                                                                           Other (Please specify):                                                             Good SHGs & SHG Members


6   Market research on clients

a   Does your institution use market research to identify the needs
                                                                         Yes
    of clients and potential clients?
                                                                        If not, and not planning, please explain why not:


b   If not, please skip this question. Otherwise, how does your
                                                                           Market research for development of new products
    institution identify the needs of clients and potential clients?
    (Check all that apply):                                                Client satisfaction assessment (interviews, surveys, focus groups, etc.)

                                                                           Interviews with exiting clients

                                                                              Other (Please specify):

c   How often does your institution conduct or commission market 1Occasionally-from time to time
    research on clients?
7   Measuring client retention
a   Please provide the following data points to help us calculate
    your institution's exit/dropout rate
    Total number of borrowers at the beginning of the reporting         352,352
    period:
    Total number of borrowers at the end of the reporting period:       305,679

    Number of new borrowers during the period:                          214485
    Drop-out rate                                                       74%
c   How often does your institution conduct or commission exit          We are not sure why the MIX and MCRIl used the average in the
                                                                         Regularly
    surveys or receive informal feedback from exiting clients?          denminator. Statictacally the denominator should be the beginning
                                                                        period to accurately measure the change from beginninng of the period to
                                                                        the end.
c   If any major event, external to the institution, has occurred
    that may have affected the drop-out rate please report it here:


    POLICIES AND COMPLIANCE
8   Social Responsibility to clients
    Please read through each of the following statements and mark             The loan approval process evaluates borrower repayment capacity including over indebtedness. Loan approval does not rely solely on guarantees (whether peer guarantees, co-signers or collateral) as a substitute
    the ones that best describe your organization                             for good capacity analysis.

                                                                               Productivity targets and incentive systems reward growth only if portfolio quality is high and do not create biases in favor of lending too much to one client


                                                                               Prices, terms and conditions of all financial products are fully disclosed to the client prior to sale. This includes interest charges, insurance premiums, minimum balances , all fees, penalties, linked products, 3rd
                                                                               party fees, and whether those can change over time.

                                                                               All staff are trained to communicate effectively with clients, ensuring that they understand the product, the terms of the contract, their rights and obligations. Communications techniques address literacy
                                                                               limitations (e.g., reading contracts out loud, materials in local languages).

                                                                                The financial institution does not charge clients for its own inefficiency. Its pricing and efficiency compare favorably to its peers and competitors.


                                                                               Acceptable and unacceptable debt collection practices are clearly spelled out in a code of ethics, book of staff rules or debt collection manual.


                                                                               The institution’s corporate culture and human resources systems value and reward high standards of ethical behavior.


                                                                               A mechanism to handle client's complaints is in place, has dedicated staff resources, and is actively used.

                                                                                Clients are told how their information will be used, and no external use is made of such data without client consent.


9   Transparency on the costs of services to clients

a   How does your institution state the interest rate?                     Declining balance method

                                                                           Flat interest method

b   Did you provide your EIR data to MFTranparency initiative?


c   Do you know the percentage of your clients that are borrowing NO
    from other institutions? If yes, please provide the estimated
    percentage:

d   If you do not track the percentage of your clients who are
                                                                           Part of loans appraisal
    borrowing from other institutions, skip this question.
    Otherwise, how do you track this information?                          Monitored and reported through internal auditing

                                                                           Annual sample survey conducted in-house

                                                                           Social rating survey

                                                                           Other (please specify):

e   Do you know the percentage of your clients that are borrowing NO
    from money lenders? If yes, provide the estimated percentage:


f   If you do not track the percentage of your clients who are
                                                                           Part of loans appraisal
    borrowing from money lenders, skip this question. Otherwise,
    how do you track this information?                                     Monitored and reported through internal auditing

                                                                           Annual sample survey conducted in-house

                                                                           Social rating survey

                                                                           Other (please specify):

10 Social Responsibility to staff
a   Which of the following are included in your human resources
                                                                           A clear salary scale based upon market salaries
    policy? (Check all that apply):
                                                                             Medical insurance for all staff

                                                                           Pension contribution

                                                                             Practices and procedures which ensure safety of the staff

                                                                           Equal pay for men and women with equivalent skill levels

                                                                           Staff participation in decisions that affect them

                                                                           Anti discrimination policies

                                                                           Anti harassment policy

                                                                           Right to organize in a staff union

                                                                           Other (Please specify):

b   What is the percentage of your permanent and contract staff?      100% permanent staff


c   What policies does your institution have in place to support           Equal opportunities policies for staff
    women staff? (Check all that apply):
                                                                             Set quota for women staff

                                                                           Worktime adapted to family constraints

                                                                           Maternity and paternity leave policies

                                                                           Specific policies that support women's mobility in the field

                                                                           Other (Please specify):



d   Total number of staff                                             3307
e   Total number of top managers:                                     461
f   Total number of middle managers:                                  2672
g   Total number of loan officers:                                    174
h   Presence of women staff:                                                                              Number of women staff                                                        Women top managers                                   Women middle                  Women loan officers
                                                                                                                                                                                                                                             managers
    Number (please fill each column with appropriate numbers for 1885                                                                                                     198                                                      1739                              53
    the reporting year):
    Percentage:                                                  57%                                                                                                      43%                                                      65%                               30%
i   Does your institution monitor employees satisfaction?        Yes


                                                                      If not, and not planning, please explain why not:
j   If not, please skip this question. Otherwise, how does the
                                                                           Assessments of employee expectations and/or satisfaction as part of regular staff appraisal
    institution monitor employee satisfaction?(Check all that
    apply):                                                                Periodic systematic surveys of employee expectations and/or satisfaction

                                                                           Established system to address staff grievance

                                                                           Interview with exiting staff

                                                                           Other (Please specify):

k   Please provide the following data points to help us calculate
    your institution's staff turnover rate:

    Total number of staff at the end of the current reporting         3307
    period:

    Total number of staff at the beginning of the reporting period:   2741

    Number of exit staff during the reporting period                  46
    Staff turnover rate                                               1.5%
    ACHIEVEMENT OF SOCIAL GOALS
11 Geographic outreach
                                                                                                               Number of clients:                                                  Clients living in urban areas:                        Clients living in semi-     Clients living in rural areas:
    Clients coverage in each geoographic area (counted in terms of                                                                                                                                                                            urban areas:
a
    unique clients, not accounts):

    Number (please fill each column with appropriate numbers for 803048                                                                                                   96365                                                    706683                            0
    the reporting year):

    Percentage:                                                                                                                                                           12%                                                      88%                               0%
b   Does your institution have regular service points located in       Yes
    areas where there are no other MFIs or bank branches?


    If yes, what is the number of service points you have in these    87
    areas?

c   What is the number of clients served in these areas?              176671


d   What is the total number of service points that you have?         252
e   Percentage of service points you have in these areas:              35%


f   Percentage of clients served in these areas:                       22%
12 Women outreach
a   Number of women active borrowers:                                  302167
b   Percentage of women active borrowers:                              99%
c   Number of women voluntary savers:
d Percentage of women voluntary savers:                                #DIV/0!
13 Clients outreach by lending methodologies and other clients outreach (as reported in question 1e under INTENT)
a   Clients outreach by lending methodology                                           Active borrowers receiving individual loans    Active borrowers receiving group loans       Women active        Women active borrowers
                                                                                                                                                                               borrowers receiving     receiving groups loans
                                                                                                                                                                                 individual loans
    Number (please fill each column with appropriate numbers for 0                                                                  305679                                                           302167
    the reporting year):
    Percentage:                                                        0%                                                           100%                                      0%                     100%
b   If you can, please state the percentage of clients who have        845
    graduated from group loans, during the reporting year:
c   If it applies, number of clients who are indigenous people or      845
    ethnic minorities :
d   Percentage of clients who are indigenous people or ethnic          0%
e   minorities: other clients that your institution target (specify
    Number of
    according to the target group):
     FY 2009 SOCIAL PERFORMANCE STANDARDS REPORT- PART II
     STRATEGIES AND SYSTEMS                                             ANSWERS                                                                                                                       COMMENTS
14   Poverty Assessment
a    For which active clients does your institution measure the             We measure the povertly level of entering/recently joined clients
     poverty level? (check all the applies)
                                                                            We measure the poverty level of clients after 3/5 years in the program


                                                                            We measure the poverty level of all clients at a certain point in time (no differentiation between new and old clients)


                                                                            We do not measure the poverty level of our clients

b    If your institution does not measure the poverty level of your
     clients skip this question. Otherwise, which methods does your
     institution use to measure their poverty levels? (Check all that
     apply):
     Poverty levels benchmarked to the national or international            Grameen Progress Out of Poverty Index (PPI)
     poverty lines:                                                         USAID Poverty Assessment Tool (PAT)

                                                                            Per Capita household expenditure

                                                                            Per Capita household income


     Poverty levels that are not benchmarked:
                                                                            Housing index

                                                                            Participatory Wealth Ranking (PWR)

                                                                            Means test

                                                                            Food security index

                                                                            Per Capita household expenditure


                                                                            Per Capita household income

                                                                            Own Proxy Poverty Index


                                                                            Other (Please specify):

c    If it applies, after what period of time (from entering) does
                                                                         After 1-2 years
     your institution assess the poverty level of your clients?

                                                                        If you do not track this information please explain why not:


d    If it applies, how often does your institution track changes in     Occasionally
     poverty levels of the clients?
     POLICIES AND COMPLIANCE
15   Social Responsibility to Community
a    Does your institution have a policy for social responsibility
                                                                            We have a written policy
     to the community? (Check all that apply):
                                                                            A written policy is under development/planned

                                                                            We have an informal policy reflected in our operations

                                                                            No we do not have

b    Which of the following are included in your social
                                                                           Avoid credit for enterprises with negative social value
     responsibility policy (written or informal) towards your
     community? (Check all that apply):                                     Promote transparency and anti-corruption

                                                                           Promote reasonable working conditions for hired employees in credit supported enterprises

                                                                           Support local communities in case of emergencies

                                                                           Support local communities for social or economic development

                                                                           Support women's leadership

                                                                           Employees who speak the local language/dialects

                                                                           Take measures to contribute to the elimination of forced or compulsory labor

                                                                           Take measures to contribute to the elimination of child labor

                                                                            Other (Please specify):

c    If you have a policy and/or any initiative in place related to
16   social Responsibility to Environment
     Social responsibility to the community (as checked above)
a    Does the MFI have an environmental policy for
                                                                           We have a formal written policy
     clients/microenterprises it finances? (Check all that apply):
                                                                           A written policy is under development/planned

                                                                           We have an informal policy reflected in our operations

                                                                           No we do not have


b    If not, you can skip this question. Otherwise, which of the
                                                                           Raise awareness of client about environmental impacts
     following are included in it? (Check all that apply):
                                                                           Train/educate the client regarding environmental improvements

                                                                           Specific clauses in the loan contract are included to mitigate specific social and environmental risks

                                                                           Identify enterprises with environmental risk

                                                                           Lend lines linked to alternative energies

                                                                           Other (Please specify):

c    If you have a policy and/or any initiative in place related to
     social responsibility to the environment for supported
     enterprises (as checked above) and want to share it , you can
     write a short summary here.                               (Feel
     free to provide web links to related documents and/or send
     related documents to MIX, if you want them to be
     published in the MIX Market library):
d    Does the MFI have an environmental policy for its own
                                                                            We have a formal written policy
     organization's practices that includes both headquarters and
     branches (energy, water, paper, waste) ? (Check all that               A written policy is under development/planned

     apply):                                                                We have an informal policy reflected in our operations

                                                                            No we do not have
e    If not, you can skip this question. Otherwise, which of the            Minimize use of conventional electricity
     following are included in it? (Check all that apply):
                                                                            Minimize use of conventional fuels

                                                                            Minimize use of water, recycle water

                                                                            Minimize use of paper, recycle paper

                                                                            Other (Please specify):

     ACHIEVEMENT OF SOCIAL GOALS
17   Outreach by non financial services
a    Please answer this question if you reported yes to providing                                                                                                                                                         Clients who received services
                                                                                                                                                                 Clients who received        Clients who received
     non-financial services to your clients (Part I of the report,                             Clients who received enterprise services                                                                                         related to women
                                                                                                                                                                  education services            health services
     question 3c)                                                                                                                                                                                                                 empowerment
     Number (please fill each column with appropriate numbers 659865                                                                                      722743                        701060                            794214
     for the reporting year): (this is as per actual number of
     members as client data generated from project and planning 82%
     Percentage:                                                                                                                                          90%                           87%                               99%
b    Did you conduct any study regarding the effectiveness on    NO
     your target market of the financial/and or non-financial
     products and services that you provide? If yes and you want
     to share the results, you can write a short summary here.
     (Feel free to provide web links to related documents and/or
     send related documents to MIX, if you want them to be
     published in the MIX Market library):

18   Employment (Family & Hired in credit supported small
     enterprises)
                                                                                                                                                                                            People self-employed                Hired (non-household)
a    Enterprises financed and employment generation                                                             Enterprises financed                             Start-up enterprises   (including family members)               workers in financed
                                                                                                                                                                                           in financed enterprises                   enterprises

     Estimated number(please fill each column with appropriate
     numbers for the reporting year):                          5450                                                                                       200                           87200                             2500                                2009-10 reporting year's data has been taken into account
     Percentage of start-up enterprises:                                                                                                                  4%                                                                            46%

                                                                                                                                                                                            Part-time self-employed
b    Full-time/part-time employment                                                                 Full-time self-employed workers                         Full -time hired workers                                           Part-time hired workers
                                                                                                                                                                                                    workers
     Estimated number (please fill each column with appropriate
                                                                87200                                                                                     2500                          0                                 0
     numbers for the reporting year):
     Percentage:                                                        100%                                                                              100%                                                       0%                                  0%
c    Was this data gathered from a sample of clients or all             All clients enrolled in micro enterprise activities in the last financial year 2009-10
     clients? If from a sample, please provide sample details
     (size, period and sampling methodology):
19   Children in School.This question is relevant for countries where
     school attendance is less than 90% at secondary or primary level

a    Do you track whether your clients' children are attending           Yes
     school ?
                                                                        If not, and not planning, please explain why not:
b    If yes, do you collect this data separately for new clients
     (less than 1 year with your institution) and for older clients     Collect data together for all clients
     (more than 3 years with the MFI)? If separately, please
     provide data for older clients below (questions f, g)

c    School attendance of clients' daughters                               Clients'daughters who are of school age (primary-secondary school)              Clients' daughters who are Clients'daughters who are            Clients' daughters who are in
                                                                                                                                                            attending primary school     attending secondary               primary-school-age and who
                                                                                                                                                                                                school                      are not enrolled in primary
                                                                                                                                                                                                                                     education
     Number (please fill each column with appropriate numbers           5536                                                                              4484                          1052                              0
     for the reporting year):
     Percentage:                                                                                                                                          81%                       19%                                   0%
d    School attendance of clients' sons                                        Clients'sons who are of school age (primary-secondary school)                 Clients' sons who are    Clients' sons who are                   Clients' sons who are in
                                                                                                                                                           attending primary school    attending secondary                 primary-school-age and who
                                                                                                                                                                                              school                        are not enrolled in primary
                                                                                                                                                                                                                                     education
     Number (please fill each column with appropriate numbers           2768                                                                              2013                          755                               0
     for the reporting year):
     Percentage:                                                                                                                                          73%                           27%                               0%
e    Was this data gathered from a sample of clients or all             We collected data by tracking the master data of 3652 clients who are existing member of BISWA SHG for the last 3 years with school going childrenchildren and based
     clients? If from a sample, please provide sample details           on that have furnished the information
     (size, period and sampling methodology)
f    Provide here data for your older clients (more than 3 years           Clients'daughters who are of school age (primary-secondary school)              Clients' daughters who are Clients'daughters who are            Clients' daughters who are in
     with the MFI): School attendance of clients' daughters                                                                                                 attending primary school     attending secondary               primary-school-age and who
                                                                                                                                                                                                school                      are not enrolled in primary
                                                                                                                                                                                                                                     education
     Number (please fill each column with appropriate numbers           5536                                                                              4484                          1052                              230
     for the reporting year):
     Percentage:                                                                                                                                          81%                           19%                               22%
g    Provide here data for your older clients (more than 3 years               Clients'sons who are of school age (primary-secondary school)                  Clients' sons who are          Clients' sons who are            Clients' sons who are in
     with the MFI): School attendance of clients' sons                                                                                                      attending primary school         attending secondary           primary-school-age and who
                                                                                                                                                                                                     school                 are not enrolled in primary
                                                                                                                                                                                                                                     education
     Number (please fill each column with appropriate numbers           2768                                                                              2013                          755
                                                                                                                                                                                                                          0
     for the reporting year):
     Percentage:                                                                                                                                          73%                           27%                               0%
     FY 2009 POVERTY MEASUREMENT
20   Clients below poverty line at entry
     Please answer the questions below under the relevant
     column (s) according to the poverty level(s) for which
     you have information
a    What poverty line(s) does your institution consider
                                                                    National poverty line              US $1.00 a day international poverty line     US $2.00 a day international poverty line   Other (Please specify):
     when measuring the poverty levels of your
     entering/recently joined clients? (Check all that apply):

b    What percentage of all entering/recently joined clients     100% or 583840 clients
     are estimated to be below the poverty line, at the end      (individual members in SHG
     of the reporting year?                                      are taken as a client)
c    Specify - in the relevant cell(s) -which poverty tool(s)    Per capita household income
     you used to calculate this data:
d    What percentage of all entering/recently joined clients
     are estimated to be in the bottom 50% of the poverty
     line), at the end of the reporting year?
e    Specify - in the relevant cell(s) -which poverty tool(s) Per capita household income
     you used to calculate this data:
f    Was this data gathered from a sample or all clients? If     All Clients (The data was
     from a sample, provide details on the size, period and      collected from all the enrolled
     sampling methodology:                                       clients which are existent for
                                                                 the last 5 financial years from
                                                                 2005-06 to 2009-10.)

21   Clients below poverty line after 3 or 5 years (Complete     National Poverty Line              1 US$ per day international poverty line       2 US$ per day international poverty                    Other
     either for 3 or for 5 years or for both if both seem                                                                                                          line
     relevant for your institution)
a    Of your clients who have been with your institution for
     3 years, what percentage is estimated to be below the
     poverty line?
b    Of your clients who have been with your institution for 1.02% (total no. of clients
     5 years, what percentage is estimated to be below the existent with BISWA for last 5
     poverty line?                                           years: 196960 of whom 1.02
                                                                 per cent are estimated to be
                                                                 below poverty line as per the
                                                                 data collected in this financial
                                                                 year.)

c    Specify - in the relevant cell(s) -which poverty tool(s)    Per capita household income
     you used to calculate this data:                            as per National Government
                                                                 indicators to measure people
                                                                 below poverty line

d    Provide details on the size, period and sampling            for this data we used the
     methodology:                                                poverty tool as indicated by
                                                                 National Government and our
                                                                 sample clients were all the
                                                                 clients those are existing with
                                                                 BISWA for last 5 years that is
                                                                 196960
22   Clients out of poverty after 3 or 5 years (Complete              National Poverty Line         1 US$ per day international poverty line       2 US$ per day international poverty                    Other
     either for 3 or for 5 years or for both if both seem                                                                                                          line
     relevant for your institution)
a    Of your clients who have been with your institution for
     3 years, what percentage is estimated to be above the
     poverty line now? (Provide data in the cells related to
     the poverty line(s) that you used):

b    What percentage of these clients (now above the             100 per cent ( Number of
     poverty line) were below the poverty line when they         clients in terms of members in
     joined the institution?                                     SHGs is 196960)
c    Of your clients who have been with your institution for     98.98 per cent ( Number of
     5 years, what percentage is estimated to be above the       clients in terms of members in
     poverty line? (Provide data in the cells related to the     SHGs is 194951)
     poverty line(s) that you used):
d    What percentage of these clients (now above the             98.98 per cent ( Number of
     poverty line) were below the poverty line when they         clients in terms of members in
     joined the institution?                                     SHGs is 194951)

e    Provide details on the size, period and sampling            our sample clients were all the
     methodology:                                                clients those are existing with
                                                                 BISWA for last 5 years that is
                                                                 196960
GLOSSARY

Indicator               Definition
Active borrowers        The number of individuals who currently have an outstanding loan balance with the MFI or are primarily responsible for
                        repaying any portion of the Gross Loan Portfolio. Individuals who have multiple loans with an MFI should be counted as a
                        single borrower.

Education               1. Financial literacy: training which addresses topics related to financial planning, savings, investments, borrowings,
                        budgets, interest rates, etc..2. Basic health/nutrition education: teaching sessions on topics such as breastfeeding, child
                        health and nutrition, family planning, reproductive health, etc. 3. Children and youth education: educational programs and
                        strategies geared toward children and youth 4. Occupational safety and health in the workspace education: training that
                        aims to inform local entrepreneurs about how to ensure safer and healthy working conditions.


Credit                  1.Microcredit loans for microenterprises: loans whose purpose is to finance a microenterprise (5 or fewer employees)
                        2.SME loans: loans whose purpose is to finance small or medium enterprises (greater than 5 employees and less than 250)
                        3.Loans for agriculture: loans destined to activities linked to agriculture/livestock. 4.Line of credit: a pre-established loan
                        authorization with a specified borrowing limit extended by a lending institution to an individual or business based on
                        creditworthiness. 5. Consumer loans for education: loans destined to finance the education of any household member
                        6.Housing loans: loans that finance home purchase or improvements 7. Consumer loans for immediate household needs:
                        loans mainly destined to finance consumption and other household needs.

Clients drop-out rate   Percentage of clients who had no transaction on credit with the MFI for over 12 months, calculated as: (Total number of
                        borrowers at the beginning of the reporting period+Number of new borrowers during the period-Total number of
                        borrowers at the end of the reporting period)/Total number of borrowers at the beginning of the reporting period. This
                        formula does not differentiate between new and rejoining clients.
Enterprise services     1. Enterprise skills development: includes vocational training, technical and management skills courses to develop small-
                        scale enterprises 2.Business development services: includes information, training, business advice, consulting and
                        marketing services, assistance with information and communications technology (ICT), technical assistance, and business
                        links.
Enterprises             1.Microenterprises: enterprise having 5 or fewer employees. 2.Small enterprises: enterprise greater than 5 employees and
                        less than 50. 3.Medium enterprises: enterprises greater than 50 employees and less than 250. 4.Large enterprises:
                        enterprises greater than 250 employees. These numbers include both self-employed (client and family members) and non-
                        family hired employees.
Financial services      1.Debit card: a bankcard used to make an electronic withdrawal from funds on deposit in a bank, as in purchasing goods or
                        obtaining cash advances/Credit card: a bankcard that may be used repeatedly to borrow money or buy products and
                        services on credit. 2. Cell phones cards: a card used to directly lend out money through mobile phones and that allows
                        clients to store cash and repay their loans. 3.Savings facilitation services: the MFI enables its clients to have savings in
                        other institutions. 4.Money transfer services: Money sent by expatriate migrant worker to their home country or other
                        payments in cash, check or electronic transfer, also made domestically. 5.Payment by check: bill of exchange, or draft on a
                        bank drawn against deposited funds to pay a specified sum of money.

Full-time workers       Those working more than 6 hours a day, for more than 8 months a year.
Health services         1.Basic medical services: basic nursing, basic medical support and vaccination services. 2.Special medical services for
                        women and children: services such as PAP smears to breast exams, STD screenings, pre- and post- natal care for pregnant
                        women.
Insurance               1.Credit life insurance: insurance issued to cover the life of a borrower for an outstanding loan. If the debtor dies prior to
                        repayment of the debt, the policy will pay off the balance of the amount outstanding. 2.Life insurance: insurance that
                        guarantees a specific sum of money to a designated beneficiary upon the death of the insured or to the insured if he or she
                        lives beyond a certain age. 3.House insurance: property insurance that covers losses occurring to one's home, its contents,
                        loss of its use, or loss of other personal possessions of the homeowner. 4.Agriculture insurance: coverage for crops in the
                        event of loss or damage and coverage for domestic animals loss raised for home use or for profit, especially on a farm; 5.
                        Health insurance: insurance against loss or bodily injury; 6. Workplace insurance: insurance that covers medical costs and
                        lost wages for employees injured at work




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