Handbook: Alternative Delivery Channels and Technology
Created by the Partnership for Financial Inclusion in collaboration with Software Group
A practical step-by-step guide for FSPs on how to approach and implement Alternative Delivery Channels
Alternative delivery channels (ADCs), defined as those channels that expand the reach of services beyond the traditional bank branch channel, have emerged as a result of innovations in technology and a shift in consumer expectations. ADCs are transformative in nature, accommodating the demand for access to financial services “anytime, anywhere, anyhow”.
The handbook offers a practical step-by-step guide to developing alternative delivery channels, such as ATM, Internet banking, Agent/ merchant banking, Mobile banking, e-Wallet, Call center. In addition, it shares lessons learned from real-life ADC implementations across the globe.
What you will learn in this handbook:
• An overview of ADCs and the technologies that underpin them
• Guidelines on how to develop a channel strategy
• The different components of a technology platform and how the channel strategy can be mapped to a specific technology platform
• Identifying requirements and the steps involved in selecting the right provider and solution
• A best-practice implementation methodology and key considerations for a successful implementation and post-go-live monitoring, maintenance and scaling.
This publication is made possible by the Partnership for Financial Inclusion; a $37.4 million joint initiative of IFC and The MasterCard Foundation to expand microfinance and advance digital financial services in Sub-Saharan Africa. It brought together the intellectual and financial capital of the Foundation with IFC’s market knowledge, expertise and client base. The Partnership was also supported by the Bill & Melinda Gates Foundation and the Development Bank of Austria (OeEB, Oesterreichische Entwicklungsbank AG), and collaborated with knowledge partners such as the World Bank and the Consultative Group to Assist the Poor (CGAP). An important objective of the partnership was to contribute to the global community of practice on financial inclusion, and to share research and lessons learned. This publication is part of a series of reports published by the partnership. Find out more here.