Arohan Annual Report FY 20-21

of its offices and also provided additional COVID-19 medical insurance for all employees. With increasing focus on cashless repayments at this time, Arohan partnered with leading FinTech organisations to launch a digital repayment model in April 2020. Arohan also enabled digital repayment facilities for customers, whereby the customers can repay their loans using any digital wallets, through facilities provided by partner organisations through Bharat Bill Pay System (BBPS) or Aadhar Enabled Payment System (AEPS), their debit cards via Ezetap, mobile Point of Sale (mPOS) and various cash drop services for customers. In response to the various measures announced by the Reserve Bank of India and the Government of India, Arohan was able to provide all the benefits in a timely manner to eligible customers, such as: 1. Payment moratorium 2. MUDRA-Shishu loan interest subventions of 2% 3. Ex-gratia relief on Compound Interest, as per the Honourable Supreme Court order This was made possible within such very concise timeframes andwithminimal effort only because Arohan has a robust IT backbone, effectively using Profile, a Core Banking Solution from FIS Global (a Fortune 500 company). Arohan is the only NBFC-MFI in India to use Profile from FIS Global as Lending Management Solution. To enable effective implementation of the above interventions, Arohan trained and enabled all field agents to provide customers with information regarding the payment moratorium, especially with respect to interest accruals. In addition, Arohan promptly addressed the financial needs of all customers: those who made regular repayments prior to the imposition of the moratorium, those who continued to make repayments during the moratorium period, and those unable to make repayments due to economic stress - by introducing specific credit products for customers to provide liquidity and ensure sustenance of their livelihoods, during the COVID-19 restriction period and its aftermath. In FY 2020-21, Arohan continued its journey of further strengthening all IT systems and introduced: 1 meraArohan: An end-to-end lending solution built on an advanced technology platform which is designed to completely digitise all customers’ loan lifecycle. It also helps to capture key customer data which enables the Company to design attractive and relevant financial inclusion products for customers. 2 Sanjaya: A unique IT portal which helps the Field management to track real-time the activities of all employees in the Field with geo-tagging & time stamps for verification. All reporting managers and supervisors can track their teams’ movement in the Field, leading to better accountability across the organisation. 3 Nirnay: The credit scoring model in collaboration with CRIF’s digital decisioning platform, StrategyOne. This is a unique application scorecard to facilitate objective credit decisioning using data from Arohan’s own records as well as Credit Bureau. It is a customisable tool with a unique algorithm with the power to streamline underwriting conditions and effectively manage Arohan’s credit risk with a long term view in mind. Management Discussion & Analysis 37