Arohan Financial Services Limited | Annual Report 2021-22

counselled such customers, making them about their Credit Bureau records of repayments and the resultant lower probability of future loan approvals. Arohan caters to nearly 19 Lakh customers primarily in rural areas. of these customers, 98% are women from the bottom of the socio- economic pyramid, and as such it is one of the key focus areas for Arohan to increase gender diversity in its workforce. The Company has introduced several new policies to establish better working environment and facilities for its women employees. A few examples of such initiatives include a separate Grievance Redressal Cell for women employees, Work from Home Location for women employees at the field, Child Care Leaves etc. This has helped the Company in improving its gender diversity ratio to 17.22% as of March 31, 2022 from 4.95% in April 30, 2019. Arohan is a part of the Aavishkaar Group which seeks to achieve a natural ratio on gender diversity of 50% by the year 2030. Arohan continued to strengthen its technological infrastructure in order to improve its customer experience and employee efficiency. The key highlights of IT developments in the fiscal year 2022 are as follows: Apna Arohan Customer Mobile App : With a focus one of the Core Values of the Company, ’Customer Centricity’, Arohan has launched the “Apna Arohan” Customer mobile application in FY201-22. This app is a one-stop shop for our customers to get real- time information on their loan ledger, check eligibility formore loans, products, insurance details, etc. in vernacular languages. The app also provides the customers withaccess to the various cross-sell products on offer, while also providing an additional platform for grievance redressal and connect with the field officers. E-signature: To strengthen its paperless process, Arohan also transitioned to e-signature facility for all its loan disbursement related activities, whereby digital signatures of the customers are captured on all loan documents instead of the earlier used wet signature. Digital Collection: Arohan launched a new cashless solution, UPI Autopay, through which a customer can register herself for auto-deduction of her EMI amount using the UPI mode. Arohan is 2 nd in the microfinance industry to launch this facility for its customers. Mera Arohan: Arohan has completely moved its sourcing and collection system from a third party application to an in-house developed “Mera Arohan” app. Continuing its journey of becoming one of the best places to work for in the microfinance industry, Arohan gets Great Place to Work- Certified™ thrice in a row and has also ranked among theTopCompanies inBanking, Financial Services and Insurance (BFSI) industry in India by the Great Place to Work® institute. The other major awards and certifications received 50 Annual Report | 2021-2022 in this financial year are as follows; New Code of Work Awards 2021 in the Large Enterprise Category by PeopleStrong Top 25 Safest Workplaces in India by the KelpHR PoSH Awards® ‘MicrofinanceCompanyof theYear’Awardat the 3rd Annual BFSI Technology Excellence Awards programme, 2022 organised by Quantic