SMS banking service for the poor

1. Overview on SMS banking service

1.1 Main purposes

- Enhancing information transparency

- Information to customers directly and more timely

- Strengthen supervision

- Rapid detection of discrepancies

1.2 Relating document

1. Relating document:

- Document No. 1887/NHCS-CNTT dated 08/05/2017

- Document No. 08/NHCS-CNTT dated 3/01/2018

- Document No. 500/NHCS-CNTT dated 02/02/2018

1. Requests to units:

- Report to Boards of Representatives at all levels

- Coordinate with collaborated mass organisations

- Disseminate information to customers

- Regularly review information

- Receive information and provide feedback

1.3 Types of messaging services

1. Message to customers:

- Collate loan balance and deposit balance

- Notice of due debt

- Notice of transferring to overdue debt

- Notification of changing balance of payment deposit account (pilot at Transaction Center).

1. Internal message:

- Announcement of managers.

- Announcement relating to IT system of the IT center.

1.4 General provisions on sending messages

Number to send message: +84898589889

Message delivery time:  From 7am to 11:30 am and from 13:00 to 17:00

The message use  Vietnamese without grapheme  

VBSP must pay fees for sending text messages, even if the customer does not receive the message

Message is not sent during Lunar New Year holidays

Customers do not receive a message when::

+ Subscriber has been blocked 02 way / does not exist

+ Subscribers cannot be contacted for more than 48 hours since VBSP sent the message

+ Homephone (Viettel) or Gphone (Vinaphone) subscriber.

1.5 Regulations on information feedback

- Customers:

+ “Contact number” mentioned in message/receipt

+ Head of SCGs

+ Collaborated mass organisations  

- Transaction office: Branches

- Branches: Headquarters (IT center)

2. SMS for customers

2.1 Message of deposit, loan balance

Message structure:

VBSP: From <hh:mm> date <dd/MM/yy> you have: principal <amount>VND;Deposit <amount>VND; Saving deposit at commune transaction points <amount>VND.Contact number:<contact number of branch/transaction office>

In which:

- hh:mm dd/MM/yy: Hours, minutes, days, months, years to complete the data for comparison;

- Principal: Total principal of the customer;

- Deposit: Balance of deposit through SCG;

- Saving deposit at commune transaction point: Total saving deposit of the customer at commune transaction point.

- Contact number of branch/transaction office: Phone number printed in “Receipt of interest and deposit” which is also the number receiving feedback.

Note:

• Principal/Deposit/Savings at commune transaction points: Get information when the balance > 0;
• No message delivery when: Principal + Savings at commune transaction point=0 and deposit via SCG < VND 100.000
• Message delivery periodically: January and July
• Data to send: After completion of work in late June & December
• Time: From 1st → 7^th of the next month
• - In case the message exceeds 160 characters, some white characters near the marking may be removed.
• If the message is less than 160 characters, the message can have two contact numbers
• Information for customers to compare:
  • Information on "receipt of interest and deposit" of the latest period
  • Public information at the nearest commune transaction point
  • Information from Head of SCGs.
• VBSP providing loans/ collecting deposit receives feedback:
  • Record customer feedback in the tracking book
  • Check messages sent to customers on information report system
  • Check customer information at lending VBSP
  • Conduct direct comparison if there are differences
• Objective causes when there is a difference of information compared with receipts/ lists 13/TD of the last period:
  • Customers withdraw deposit at SCG or withdraw savings deposit after the commune transaction session
  • Customers are disbursed after the commune transaction session
  • Customers make repayment or clearance of the loan
  • VBSP add interest into balance of deposit through SCGs.

Questions on collation message

Question 1: Customer information:

• Loan principal: ………………
• Deposit through SCG: ………….
• Savings deposit at commune: …………
• Phone number of lending/receiving deposit VBSP: …………………………………….

Time receiving the message: ……

Question 2: Message corresponds to the following customer information:

Customer information:

• Collation period: 6/2018
• Loan principal: VND 12,000,000
• Deposit through SCG: VND 200,000
• Savings deposit at commune: VND 0
• Phone number of lending/receiving deposit VBSP: 02273810795 or 0905090909

2.2. Message notifies due debt

Message structure:

NHCSXH: As of <dd/MM/yyyy>, the loan<loan ID> under program <abbreviation of lending program> has: Due principal <due amount>VND; Total principal <amount>VND; Due interest <amount>VND

In which:

• dd/MM/yyyy: Date, month, year of due debt;
• Loan ID:ID of customer’s loan
• Due principal: Unpaid due principal according repayment schedule of the customer
• Total loan principal: Total principal of the loan;
• Due interest: Unpaid due intersest.

Time to send: 01 month prior to due date according to the schedule