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Process Monitoring Template 20 -Form Fill
Identification Information
Q01
District Name
Q02
District Code
Q03
Block Name
Q04
Block Code
Q05
Gram Panchayat Name
Q06
Gram Panchayat Code
Q07
Village Name
Q08
Village Code
Q09
SHG Name
Q10
SHG Code
Survey Information
A01
Does your SHG ever avail banking services from CSP or BC Sakhi channel?
Yes
No
A02
Name of the respondent
A03
Designation of the respondent
President
Vice-President
Secretary
Treasurer
Bookkeeper
If others (specify____)
A04
Respondent identification code
A05
FIRST ATTEMPT
A05_1
Interviewer name
A05_2
Interviewed code
A05_3
Date of the interview
A05_4
Result of the interview
Interview complete
Visit rescheduled
Interview incomplete
Refused
Respondent is out of station for extended period
Respondent is temporarily away
Other (specify)
A05_5
Record time when you start the interview
A05_6
Record time when you end the interview
A05_7
GPS Coordinates
A06
SECOND ATTEMPT
A06_1
Interviewer name
A06_2
Interviewed code
A06_3
Date of the interview
A06_4
Result of the interview
Interview complete
Visit rescheduled
Interview incomplete
Refused
Respondent is out of station for extended period
Respondent is temporarily away
Other (specify)
A06_5
Record time when you start the interview
A06_6
Record time when you end the interview
A06_7
GPS Coordinates
A07
THIRD ATTEMPT
A07_1
Interviewer name
A07_2
Interviewed code
A07_3
Date of the interview
A07_4
Result of the interview
Interview complete
Visit rescheduled
Interview incomplete
Refused
Respondent is out of station for extended period
Respondent is temporarily away
Other (specify)
A07_5
Record time when you start the interview
A07_6
Record time when you end the interview
A07_7
GPS Coordinates
Basic Information about SHG
B01
What is the name of the SHG?
B02
What is the date of the formation of the SHG?
B03
How many members are there in the SHG?
B04
Is the SHG a member of the Village Organization?
Yes
No
B05
Please tell us the name of the bank with which SHG has an account
MBGB (Madhya Bihar Gramin Bank)
IDFC
CBI
PNB
BOB
SBI
UBGB
DBGB
Canara bank/ Syndicate Bank
Bank of India
Fino Payments
Not associated yet
If other, Specify (___)
B06
What is the reason for not having a bank account?
Identification and Selection of BC Sakhi
C01
Has any BC Sakhi been selected from your SHG?
Yes
No
C02
If yes, Is the BC Sakhi an SHG member or relative of the SHG member?
BC Sakhi is SHG member
BC Sakhi is relative of SHG members
C03
What is the relationship status of BC Sakhi with SHG members?
Daughter
Daughter-in-law
Others, Specify (_____)
C04
Were there any existing BC Sakhi who were mapped under the BC Sakhi program at the program's inception?
Yes
No
C05
Does the SHG have any role in identifying and selecting BC Sakhi?
Yes
No
C06
What is the role of SHG in the identification and selection of BC Sakhi?
C07
Where did you receive the communication/guidelines to introduce the BC Sakhi model?
CLF
BPIU
VO
Area Coordinator
Block Coordinator
Banks
Others specify
C08
Was there any interaction organized with concerned banks regarding BC Sakhi Program?
Yes
No
C09
If yes, what was the objective of the discussion with banks?
C10
What was the process adopted to mobilize and shortlist potential BC Sakhi for the program?
C11
What kind of information do the potential members/applicants seek on the role of BC Sakhi for decision making?
C12
How was the information on recruitment of BC Sakhi communicated among the group?
C13
How were the interested members identified by the SHG/ VO for the role of BC Sakhi?
Self-nominated by the member
SHG/ VO recommended
Others, Specify (_____)
C14
Was an election conducted to shortlist and recommend BC Sakhi for the program?
Yes
No
C15
Which member from SHG voted for shortlisting the name of BC Sakhi that can be recommended?
All members of SHG, including Office Bearers
Only office bearers of SHG
If others (specify____)
C16
What was the average number of applications received for each BC Sakhi position?
C17
Was any shortlisting process followed?
Yes
No
C18
What was the process adopted to select a BC Sakhi?
Oral Interview
Written Exam
Written Exam and Oral Interview
IIBF Exam
Directly selected
Selected Based on the recommendation
Based on prior experience as Bank Correspondent
Based on educational qualifications
Related experience such as eCRPs, bookkeeper
Do not know
C19
How many days did the process takes to complete?
C20
What was the support provided by BRLPS/VO to complete this process?
C21
What were the challenges faced during the process of selection of BC Sakhi?
C22
According to you, what can be done to improve the selection process of BC Sakhi?
C23
How much time did the onboarding process take after selecting BC Sakhi?
Banking needs of SHGs
D01
Does your SHG ever avail banking services from CSP or BC Sakhi channel?
Yes
No
D02
What kind of banking services has SHG availed through the CSP?
Account Opening
Deposits
Withdrawal
Fund Transfer/ IMPS
Fixed deposit
Recurring Deposit
Insurance products
Pension products
Aadhar Seeding
Passbook Update
Resolving NPA
If other, please specify (____)
D03
What is the frequency of availing of banking services through CSP?
Weekly
Fortnightly
Monthly
Quarterly
Once in six months
Once in a year
No predetermined frequency
If others, please specify (_____)
D04
Who is responsible for handling transaction of SHG with BC Sakhi/ CSP?
President
Secretary
Treasurer
Community Mobiliser (CM)
Others
D05
For how long now have you been transacting with CSP/BC Sakhi?
D06
What is the distance of CSP from your locality?
D07
What is the distance of the nearest ATM from your locality?
D08
What was the distance of the bank from your locality?
D09
Do the members of SHG have opened their accounts through CSP/ BC Sakhi?
Yes
No
D10
If yes, please specify the number of SHG members who have opened their account through CSP/ BC S?
D11
Can you tell us the amount (INR) BC Sakhi charge for providing following services through CSP?
D11A
Have you availed this service?
D11A_1
Account Opening
Yes
No
D11A_2
Deposits
Yes
No
D11A_3
Withdrawal
Yes
No
D11A_4
Fund Transfer/ IMPS
Yes
No
D11A_5
Fixed deposit
Yes
No
D11A_6
Recurring Deposit
Yes
No
D11A_7
Insurance products
Yes
No
D11A_8
Pension products
Yes
No
D11A_9
loan application
Yes
No
D11A_10
Aadhar Seeding
Yes
No
D11A_11
Passbook Update
Yes
No
D11A_12
Balance enquiry
Yes
No
D11A_13
Resolving NPA
Yes
No
D11B
What was the charge taken by the BC Sakhi?
D11B_1
Account Opening
D11B_2
Deposits
D11B_3
Withdrawal
D11B_4
Fund Transfer/ IMPS
D11B_5
Fixed deposit
D11B_6
Recurring Deposit
D11B_7
Insurance products
D11B_8
Pension products
D11B_9
loan application
D11B_10
Aadhar Seeding
D11B_11
Passbook Update
D11B_12
Balance enquiry
D11B_13
Resolving NPA
D12
Please provide the no. of days SHG transact with the BC Sakhi in a month
D13
Does the members of SHG have taken any insurance schemes through BC Sakhi/ CSP?
Yes
No
D14
What type of insurance products SHG members bought from the CSP?
Life Insurance General
Life Insurance PMJJBY
Accident Insurance General
Accident Insurance PMSBY
Health Insurance
Vehicle insurance
Livestock Insurance
Crop Insurance
Don’t Know
Other’s (please specify)
D15
What is the reason for not availing of insurance products through CSP?
Not aware of taking insurance through CSP/ BC Sakhi
Already taken insurance through someone else
BC Sakhi/ CSP does not provide this service
Commission charged by BC Sakhi is too high
Others, Specify
D16
Does the members of SHG have taken any pension schemes through BC Sakhi/ CSP?
Yes
No
D17
What type of pension products SHG members have availed through CSP/ BC Sakhi?
Old Age Pension
Widow Pension
Disability Pension
Atal Pension Yojana
National Pension Scheme
Jeevan Akshaya Policy
Don’t know
Others, Specify
D18
What is the reason for not availing of pension products through CSP?
Not aware about taking pension schemes through CSP
Already taken insurance through someone else
BC Sakhi does not provide this service
Commission charged by BC Sakhi is too high
Others, Specify
D19
What are the reasons that encourage you to avail banking services through CSP?
Proximity of CSP to the village
Good Behavior of BC Sakhi
Trustworthiness and confidentiality
Comfortable in interaction with BC Sakhi
Prompt service delivery
Ease of doing transactions with BC Sakhi
Doorstep banking services provided by BC Sakhi
BC Sakhi being a member of SHG group/relative of an SHG member
If others, please specify (_____)
D20
For which banking services do you visit the Bank rather than going to BC Sakhi?
D20_1
Account Opening
Yes
No
D20_2
Deposits
Yes
No
D20_3
Withdrawal
Yes
No
D20_4
Fund Transfer/ IMPS
Yes
No
D20_5
Fixed deposit
Yes
No
D20_6
Recurring Deposit
Yes
No
D20_7
Insurance products
Yes
No
D20_8
Pension products
Yes
No
D20_9
loan application
Yes
No
D20_10
Aadhar Seeding
Yes
No
D20_11
Passbook Update
Yes
No
D20_12
Balance enquiry
Yes
No
D20_13
Resolving NPA
Yes
No
D21
What is the reason for visiting the bank although you are availing of banking services through CSP/ BC Sakhi?
D22
What are the other services offered by the BC Sakhi?
Service Quality of CSP
E01
How many days does the CSP open in a week?
E02
What are the operating hours of CSP in a day?
E03
What is the opening time of the CSP?
E04
What is the closing time of the CSP?
E05
How many members do you see working in a CSP on a visiting day?
E05A
Please tell us who do you see working in the CSP apart from BC Sakhi
Husband
Son
Daughter
Other Family member
None
E06
Is there a member or operator present for serving the customers at CSP during your visit?
Yes
No
E07
Is BC Sakhi always friendly and eager to help?
Very unfriendly
Somewhat unfriendly
Neither friendly nor unfriendly
Somewhat friendly
Very friendly
E08
Is BC Sakhi able to answer your queries and concerns regarding the financial products and services?
Yes
No
E09
If No, does the BC Sakhi follow up with you and resolve your queries and doubts later?
Yes
No
E10
How frequently does BC Sakhi procrastinate providing services?
Often
Sometimes
Never
E11
On average, how much time does it take for the SHG to avail of the following services?
E11A
Whether availed this service
E11A_1
Account Opening
Yes
No
E11A_2
Deposits
Yes
No
E11A_3
Withdrawal
Yes
No
E11A_4
Fund Transfer/ IMPS
Yes
No
E11A_5
Fixed deposit
Yes
No
E11A_6
Recurring Deposit
Yes
No
E11A_7
Insurance products
Yes
No
E11A_8
Pension products
Yes
No
E11A_9
loan application
Yes
No
E11A_10
Aadhar Seeding
Yes
No
E11A_11
Passbook Update
Yes
No
E11A_12
Balance enquiry
Yes
No
E11B
Average Time
E11B_1
Account Opening
E11B_2
Deposits
E11B_3
Withdrawal
E11B_4
Fund Transfer/ IMPS
E11B_5
Fixed deposit
E11B_6
Recurring Deposit
E11B_7
Insurance products
E11B_8
Pension products
E11B_9
loan application
E11B_10
Aadhar Seeding
E11B_11
Passbook Update
E11B_12
Balance enquiry
E12
Do you receive the acknowledgment receipt immediately after the transaction?
Yes, always
Yes, sometimes
No never received receipts
E13
Have you faced an internet connectivity/ link failure issue in transacting with CSP/ BC Sakhi?
Often
sometimes
Never
E14
What is the frequency of this issue monthly in CSP? (no. of times in a month)
E14_1
Internet connectivity
E14_2
Link failures
E15
If technical issues are faced with hardware, how long does it take for CSP to fix the problem and start the banking services?
E16
Has the BC Sakhi taken any financial awareness initiatives in your village/panchayat regarding the CSP and its services?
Yes
No
E17
If yes, can you please elaborate on activities conducted by the BC Sakhi to create awareness among the SHG members?
E18
How has the financial awareness workshop conducted by BC Sakhi helped SHG meet financial goals?
Increased knowledge of bank's financial products
Awareness about Social Security schemes
Counselling and follow-ups by BC Sakhi for decision making
Availing various schemes through bank
Others, please specify (_____)
E19
Does the BC Sakhi also offer banking services at your doorstep?
Yes
No
E20
If yes, what is the no. of visits done by BC Sakhi in a month?
E21
Is there any grievance redressal platform for the BC Sakhi or SHG to put up their complaints and feedback?
Yes
No
E22
If yes, what is the mechanism for this?
Customer Satisfaction
F01
Does the SHG get prompt banking services at the CSP during working hours?
Always
Sometimes
Never
F02
On a scale of 1 to 5, Are you satisfied with the level of service of BC Sakhi?
Highly Dissatisfied
Somewhat Dissatisfied
Neither satisfied nor unsatisfied
Somewhat satisfied
Highly Satisfied
F03
What is the reason for dissatisfaction with the services provided by BC Sakhi?
F04
What challenges did the SHG in transacting through the BC Sakhi channel?
F05
How can BC Sakhi improve the services provided to customers?
F06
What has been your overall experience with the services provided by BC Sakhi?
Highly Dissatisfied
Somewhat Dissatisfied
Neither satisfied nor unsatisfied
Somewhat satisfied
Highly Satisfied
F07
What has been your overall experience with other operators' services at the CSP?
Highly Dissatisfied
Somewhat Dissatisfied
Neither satisfied nor unsatisfied
Somewhat satisfied
Highly Satisfied
F08
What kind of support do you need from BRLPS in further smoothening the process of transacting with BC Sakhi?
F09
During the COVID-19 pandemic, how did BC Sakhi support the work of SHG?
Non- Beneficiary SHG perspective
G01
Does this SHG visit bank to avail banking services?
Yes, always
Yes, sometimes
No
G02
What are the reasons for not availing of banking services through CSP/BC Sakhi?
Distance of the CSP is far as compared to Bank
Behavior of the BC Sakhi is not appropriate
Limited withdrawal & deposit amount at CSP
Frequent link failure/internet connectivity at CSP
Delays in banking transactions
Not satisfied with the service quality of CSP
Irregular functioning of CSP
Trust issues
Not aware of CSP and BC Sakhi services
SHG members not willing to transact on the BC platform
Place of meeting too far away
Time of SHG meeting is inconvenient
Too busy with other customers
Commission charged by BC Sakhi is too high
If others, please specify (_____)
G03
Can this SHG consider availing banking services through CSP in the future?
Yes
Have to think about it, Can't Say
No
G04
What can be done to improve the situation and motivate SHGs to do banking through CSP?
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