RFP - Train Kiosk Banking Operators and Conduct Citizen Awareness Drive in Rural Bihar

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About the Organization

This project is led by Inclusion Economics India Centre, based at the Institute for Financial Management and Research (IFMR)/Krea University with strategic oversight from Krea University, India. IEIC’s mission is to produce data-driven research and engage with the policy community in India on economic and social inclusion. IEIC has been operating field-based projects in Chhattisgarh, Madhya Pradesh, and Bihar since 2017.

About the Proposal

We are conducting a research study to understand women’s financial inclusion and rural economic participation in Begusarai district, Bihar.

Recent field visits (in Begusarai district, Bihar) have provided us with two insights regarding the usage and operation of digital finance services. First, while there are a large number of Financial Service Providers (FSPs) or Financial Institutions (FIs), there is significant variation in the quality of services provided by them. Second, given this variation in the quality of service, customers’ trust in these providers -- especially smaller providers commonly found in villages can suffer. Put together, it implies that improving the quality of service at FSPs has the potential to boost customer trust and increase the use of financial services.

Our discussions with service providers and customers highlight three common “pain points” that negatively affect the quality of community-based financial services: First, customers are concerned about the lack of transparency while conducting financial transactions, which makes the endeavor risky. Second, customers complained about the lack of quality customer relations, e.g. explaining rates and fees, being polite, etc. Lastly, providers reported that customers lacked awareness of how to use digital finance, therefore making it harder to facilitate transactions.

IEIC plans to launch a research project to understand whether providing training to village-based financial providers and/or organizing awareness drives targeted at rural populations on the dos and don’ts of conducting digital financial transactions can increase the adoption and use of village-based financial services.

Scope of Work

IEIC seeks a consultant to a) design (with IEIC feedback) and implement training of kiosk banking operators aimed at improving transparency and customer service, and b) design (with IEIC feedback) and conduct a citizen-centered awareness drive covering basic principles for banking at kiosk banking operators.

• Training of Kiosk Banking Operators: The selected firm will conduct training with kiosk banking operators in 100-200 panchayats in the Begusarai district of Bihar. Our study sample has an average of around 10 kiosk banking operators per GP. IEIC has a database of these operators.

Training Materials Preparation: The selected firm will be responsible for the preparation of training materials for kiosk banking operators with modules focused on improving service quality and transparency. The firm will share the materials with the IEIC team for feedback and materials will only be finalized in consultation with the IEIC team. The firm will be expected to test the training materials with at least 5-10 kiosk banking operators during this time. This activity will focus on identifying and assessing the quality and duration of the training, collating findings into a report, and using them to update training materials content and/or protocols. Based on this testing, the firm and the IEIC team will refine and finalize the training materials.

Organizing and conducting trainings: The selected firm will work with the IEIC team to implement the training in the study areas identified by IEIC. The duration of training should be a maximum of 2-3 hours. The firm will recruit experienced trainers and other staff required to manage the logistics and implementation of the training. The IEIC team will provide a list of operators who should be invited to the training. The firm will be responsible for arranging and managing all the procurement and logistical needs to successfully complete the training. This may include, but is not limited to: arranging transport to study locations, venues, and supplies required for training, stationary, personal protection gear, etc. The selected firm is expected to identify and finalize venues and secure local permission for the training and speak to the relevant stakeholders such as village leaders with support from the IEIC team. The firm is also expected to collect data (based on discussion with IEIC) on those invited for the training and their attendance during the training.

• Citizen-centered awareness drives: The selected firm will conduct citizen-centered awareness drives (short training) with a subset of the general population in 100-200 panchayats in the Begusarai district of Bihar. Overall, we expect the firm to conduct 5-10 training events per GP. SHG networks could be a channel for citizen-centered training. Our sample has an average of 115 SHGs per panchayat with an average of 12 members per SHG. We encourage applicants to share additional ideas for conducting these drives which ensure women have access to the drives (short training) as well.

Training Materials Preparations: The selected firm will be responsible for the preparation of training materials for a citizen-centered awareness drive with modules focused on building citizen awareness about basic banking principles. The materials should include a step-by-step process on how transactions happen, probable barriers to smooth transacting, eg, server issues and how to address such situations, and other things to keep in mind while transacting at a banking kiosk. The firm will share the materials with the IEIC team for feedback and materials will only be finalized in consultation with the IEIC team. During this time, the firm would be expected to test the training materials in 1-2 GPs. This activity will focus on identifying and assessing the quality and duration of the training, collating findings into a report, and using them to update training materials content and/or protocols. Based on this testing, the firm and IEIC team will refine and finalise the training materials.

Organizing and conducting awareness drives: The selected firm will be responsible for organizing the training as per the schedule provided by the IEIC team. The duration of the training should be around a maximum of 1-2 hours. The firm will recruit experienced trainers and other staff required to manage the training logistics. The firm will be responsible for arranging and managing all the procurement and logistical needs to successfully complete the training. This may include, but is not limited to: arranging transport to study locations, venues, and supplies required for training, stationary, personal protection gear, etc. The selected firm is expected to identify and finalise venues for the training, secure local permission and speak to the relevant stakeholders such as village leaders with support from the IEIC team.

Expected Activities

• Activity 1: Preparation of Training Materials (output: short presentation, handout, poster/banner)
• Activity 2: Piloting training materials in the field
• Activity 3: Provide detailed field procedure plan (Output: Draft Field Procedure Plan)
• Activity 4: Organize training
• Activity 5: Progress Reports

Eligibility

• Legal status recognized by the Government of India
• Demonstrated prior experience in administering training on financial inclusion and good banking practices, preferably in Bihar or a similar setting in rural India. The firm must have knowledge of local formalities and customs in the implementation and conduct of training.
• Demonstrated capacity and experience in planning and organizing trainings and citizen-based awareness drives
• The firm must have access to a good network of experienced trainers, facilitators, and managers. The names of the trainers and managers, and their specific responsibility, must be mentioned in the firm’s offer.
• Previous experience in managing large-scale trainings, especially in rural Bihar.
• Experience in working with researchers, and adhering to research designs, especially an RCT

How to Apply

All interested firms should submit proposal materials no later than March 31, 2023.

Please send all the proposals and queries to Urmi Bhattacharya, Research Lead at bhattacharya.urmi@ifmr.ac.in

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Tags Financial Inclusion Rural Development Skill Development Others