TAILIEUCHUNG - Serving Depositors: Optimising Branch Based Banking David Cracknell

Public support will be granted, if appropriate, to Group 1 and 2 banks as soon as the Commission approves the related plans, following the procedure agreed in the Financial Assistance Facility Agreement. Thus, after funds have been requested for each bank, the European Financial Stability Facility (EFSF) – or, once it becomes operational, the European Stability Mechanism (ESM) – will verify compliance with all the requirements for disbursement and will forward its proposal in this respect to the Euro Working Group for approval. This proposal will take into account the specific national factors needed for consent to be given by. | MicroSave Market-led solutions for financial services Shelter Afrique House Mamlaka Road . Box 76436 Yaya 00508 Nairobi Kenya Tel 254 20 2724801 2724806 Fax 254 20 2720133 Email info@ Website Serving Depositors Optimising Branch Based Banking David Cracknell Comments Comments or suggestions on this paper should be submitted to David@MicroSave. org February 2005 MicroSave Market-led solutions for financial services Serving Depositors Optimising Branch Based Banking - David Cracknell 1 INTRODUCTION A key challenge for financial institutions serving the low-income market is how to optimise branch networks to serve high volumes of customers - to provide high quality financial services at a low unit cost. This paper examines the strategies used to optimise branch based services for depositors by MicroSave s Action Research Partners - a network of more than ten very different financial institutions based in East and Southern Africa. As financial markets become more competitive client choice is driving rapid change. Institutions that fail to respond by developing market-led products and services rapidly lose market share to more dynamic institutions. The branch is one of the most critical components of any savings product - simply because it is so central to many aspects of delivering savings services. The branch is the place at which the product is delivered and through which promotions and customer interactions occur. The branch network is key in communicating the corporate brand. It is a key determinant of the cost structure of the institution. Given its importance as a delivery mechanism carefully locating and establishing each branch is vital. Branches must to be located to provide frequent accessible convenient service for existing and potential customers. Wherever possible branches should be designed with potential for expansion. Branches must meet the requirements of the institution its customers and its regulators. Both the .

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