Guía en línea
Guía de GDSA
Descubra nuestra Guía para la Gestión del Desempeño Social y Ambiental
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Recursos
Tools & Templates
CGAP Customer Experience Workbook
A companion workbook for the the CGAP Customer Experience Toolkit which equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.
Tools & Templates
CGAP Customer Experience Toolkit
The CGAP Customer Experience Toolkit equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.
Guide/Manual
Smart Operations
A practical guide that enables each department of a financial service provider to incorporate key client protection standards. From product design to complaint resolution, it proposes concrete actions that strengthen transparency, accountability, and fair treatment. Its application promotes an ethical culture, improves the client experience, and reinforces business sustainability. The tool is flexible and can be adapted to the reality of each organization. It is essential reading for institutions seeking to offer more human, responsible financial services focused on the real needs of their clients.
Guide/Manual
Guía de evaluación de los estándares SFD en español
Esta guía indica a los auditores cómo calificar cada uno de los indicadores y detalles de la herramienta de evaluación de las Normas SFN. Más concretamente, esta guía proporciona: (1) el razonamiento lógico del indicador o detalle; (2) los criterios que deben seguirse para determinar la calificación Sí / Parcialmente / No / No aplicable; y (3) las fuentes que deben consultarse para comprender el nivel de desempeño de la institución financiera.
Guide/Manual
Guide d'évaluation des normes SFN en français
Ce guide indique aux auditeurs comment noter chacun des indicateurs et des détails de l'outil d'évaluation des Normes SFN. Plus précisément, ce guide fournit : (1) le raisonnement logique de l'indicateur ou du détail ; (2) les critères à suivre pour déterminer le score Oui / Partiellement / Non / Non applicable ; et (3) les sources à consulter pour comprendre le niveau de performance de l'institution financière.
Case studies & Field examples
MCPI Case Study - OnePuhunan
The Microfinance Council of the Philippines (MCPI) shares the results and lessons learned from its technical support to OnePuhunan in the Philippines to assess their environmental performance and develop an environmental action plan and data management strategy to strengthen their environmental management.
Case studies & Field examples
MCPI Case Study - ASHI
The Microfinance Council of the Philippines (MCPI) shares the results and lessons learned from its technical support to ASHI in the Philippines to assess their environmental performance and develop an environmental action plan.
Case studies & Field examples
MCPI Case Study - K-Coop
The Microfinance Council of the Philippines (MCPI) shares the results and lessons learned from its technical support to K-Coop in the Philippines to assess their environmental performance, and especially their environmental risks and vulnerabilities.
Guidelines
Collection of Resources to Implement the Digital Financial Services Standards
This page gathers all the resources in English, Spanish and French, codeveloped by Cerise+SPTF and its partners to implement the Management Standards for the Responsible Provision of Digital Financial Services (DFS).
Publications
Grameen Foundation Playbook:
The Role of Financial Institutions in Responding to Domestic Financial Abuse.
Author: Bobbi Gray - Publication Date: 04/22/2025
Read The Playbook Brief Here
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