ICICI Bank Extends Reach to Rural India:

Innovative Business Model serves 300 Million People in 600,000 Villages

Manish Khera, Joint General Manager – Alternate Channels Group, ICICI Bank and CEO, FINO
and Thomas Sebastian, Senior Advisor, TPI, Inc., Global Service Delivery Practice

ICICI Bank is India’s second-largest bank and the largest private bank in the country, having
more than US$50 billion in assets. ICICI Bank provides a wide range of banking products and
financial services — investment banking, life and non-life insurance, venture capital and asset
management to corporate and retail customers through a variety of delivery channels and
specialized subsidiaries and affiliates. Customers of all the groups under the ICICI umbrella are
served through roughly 614 branches and global services provided through 14 international
offices. ICICI has incubated Financial Information Network & Operations Pvt. Ltd. (FINO). Manish
Khera, a key member of the ICICI Bank management team has been tasked with heading FINO
and is the founding CEO of FINO.

Rural India has approximately 500 million people who,

until now, have had limited access to traditional What is Microfinance?
Microfinance is the provision of a broad
banking services simply because most commercial range of financial services, including
deposits, loans, money transfers and
banks found it too uneconomical to serve them. These insurance to low-income households and
people live in 600,000 odd villages across India’s vast their micro-businesses.

terrain and are in the market for banking products that Microfinance in India
In India, a country of 1.1 billion people,
are typically a hundredth the size of a banking product more than 500 million people live on an
annual income of less than US$1000.
in the United States or Europe and at a tenth the size Though India is the largest market for
microfinance in the world, only less than
and cost of a product in urban India. At ICICI Bank, five percent of India's poor have access
to microfinance services.
one of the high-focus endeavors has been to create a
transaction banking system for micro-finance institutions (MFIs); a platform accessible through
multiple online and offline channels in the same way a mainstream banking entity might offer.
Micro-finance and development-credit institutions have largely catered to the needs of the
people without bank access so far — but these have remained largely local, grassroots efforts
hampered by their lack of access to technological resources. It is against this backdrop that
ICICI Bank decided to explore the possibility of delivering value, at very low per-unit costs, to
this largely under-served market in need of financial products and services.

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Achieving this goal called for a new and separate business model that enables access to more
than half-a-million villages at a tenth of the cost of reaching urban India. This had to be done by
partnering with existing local grassroots organizations (in this case MFIs) as a branch-led
banking model would not work. No matter how much it was scaled down, the costs would
always be too high for it to be a competitive and profitable mechanism for reaching the rural
customers. Since the breadth of coverage was also enormous, the micro-finance institutions
were best suited to handle the complexities of the local economies they served.

It was clear to ICICI Bank that they had to design a partnership model that would allow each
player in the solution focus on its core competence. At the same time, more partners needed to
share the risks of doing business with the largely agrarian and monsoon-dependent economies
of rural India. FINO, short for Financial Information Network and Operations, was conceived and
incubated by ICICI Bank to focus on the information system (IS) and technology piece.

By bringing scale and technology to the "micro" business, FINO could lower costs for local MFIs
and simultaneously act as their internal technology department. With FINO’s technology
resources at their disposal, the MFIs would also be able to increase penetration locally and
provide expanded coverage, thereby reducing unit costs.

Partnerships to Share the Effort and the Risks

FINO’s clients are based in some of the most inaccessible and remote areas of the country,
where availability of basic infrastructure such as electricity, network and connectivity pose a big
question mark. Architecting a robust IT platform that ensured foolproof delivery of financial
services in a predominantly offline environment was a big challenging task. To succeed in rural
India, FINO is working to provide technological solutions in banking and insurance, and
especially health insurance, to these under-served communities. To do so, FINO needed to put
in place the technology and systems to interact with, for instance, a partner financial institution,
a micro-finance institution or a commercial entity — an organization that was already operating
in the local villages for a business purpose. The new business model to reach new markets
would need to leverage such partnerships in order to conduct business.

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Melding Core Banking with Extensive Offline Usage
FINO’s platform supports its remote transaction delivery model through the use of smart cards
and mobile devices. This decentralization of decision-making around transaction validation and
authentication was necessary in order to empower the local “partners” to undertake that
function. This led to a solution that provided a secure infrastructure for storing and uploading
banking transaction information, and a core platform with a marked stress on offline banking.
The core banking solution will be used to securely transfer information from partner-users —
micro-finance institutions, non-banking companies, regional rural banks and cooperative banks
— back to the lender’s information system. End-consumers will use biometric smart cards to
conduct highly secure banking transactions over offline hand-held devices. All this will be done
at extremely low annual per-unit costs – Rs 25 per account, per year – equal to approximately
US$.60!

The biometric security card that can authenticate the local micro-clients will enable a product
offering that includes savings, loans, insurance, recurring deposits, fixed deposits and
remittances in association with partner MFIs. FINO will leverage ICICI Bank’s partnership with
more than 100 such organizations and the bank is expected to take the tally up to 200 MFIs by
March 2008.

FINO’s Outsourcing Process

FINO realized that the partnership model did not stop with MFIs and other financial institutions,
but there was clearly a large role to be played by the technology solutions and services
providers as well. The FINO team initiated the outsourcing process in parallel with company
formation, fund-raising and business development.

With an aim to arrive at a services contract that was based on world-class best practices and
global benchmarks, FINO requested specialist advice from the TPI team to review the contract
documentation. FINO was also desirous of weaving in an appropriate service-level methodology
into the contract that would facilitate management of relationship with the service provider and
enable contract governance on an objective basis.

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The FINO team followed the conventional RFP process for inviting interested service providers
to act as solution providers for the initiative. A fully transparent methodology of solution
evaluation at various stages was adopted to arrive at two final competing proposals.

The final solution that emerged proved highly innovative in all aspects. FINO’s contract is with
the primary IT outsourcing service provider for the IT infrastructure and management systems.
The core banking application which is provided by a leading Indian ISV, runs on the underlying
infrastructure and can be securely accessed by MFI users over the Internet. The pricing model
is based on a utility paradigm that not only “variablizes” all fixed cost components and enables a
risk-reward sharing partnership, but also provides simple and elegant usage from an ongoing
sourcing management and governance perspective. FINO gets charged on an all-inclusive, per-
account-basis at the end of every month — and there are no other price components in the
contract.

The FINO context added a considerable amount of complexity to the situation. Drafting
statements of work that captured service operations in the market environment described earlier
and balancing those to keep them fair to both the contracting parties was a real uphill task for
the team. The balancing act was achieved by creating a comprehensive agreement that
gradually accommodates increases in service intensity depending on the end off take by FINO’s
clients. This adjustability in the services intensity helps FINO prime its deployment pipeline and
also allows the services provider the flexibility of dynamic allocation of resources.

Taking into account the lengthy duration of the contract and its associated TCV, the provisions
for termination and transition assistance were very critical elements. This coupled with the
complexity of three contracting parties — FINO, the services provider and the ISV — and the
potential adverse business impact on FINO’s clients in case of severance of any of the
contractual linkages, made the termination provisions very challenging to deal with. The
eventual structure of two five-year contracts with options for two one-year extensions has
worked out to the satisfaction of the contracting parties. In the event of premature termination,
FINO’s interests have been adequately safeguarded with the provision for three-month transfer
assistance and a six-month option for temporary extension of services. Another potential
solution risk, wherein on termination, FINO could have ended up without a banking application,
was decisively addressed by going in for a backup License Agreement with the ISV. Along-with

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taking care of the solution risk, this arrangement also provides FINO an unlimited recourse in
case of third-party IPR infringements against it.

Arriving at a workable service-level methodology was a difficult proposition given the inherent
complexity of the solution and the unique context. In the absence of a clear reference point,
force-fitting ready-to-use templates was a non-starter. Moreover, the solution of this nature
being a first of its kind for the solution provider as well, there existed no alternate starting points.
However, the team went ahead and identified certain critical SLs, critical deliverables and key
measures based on the mutual agreement between the parties. These identified parameters will
now be monitored for their efficacy in indicating the quality of service being delivered by the
service provider. In subsequent review meetings, a final decision will be made on the suitability
of the identified parameters for their intended purpose. Once frozen, the parameters will be
subject to the best practices of continuous improvement, raising the performance bar ever
higher. The utility arrangement has provided a much more balanced look by ensuring the
service provider’s skin in the game.

Apart from standard system and component availability, latency, resolution times and packet-
loss-based metrics, the service level framework includes business transaction service levels
that are critical to FINO’s operations. TPI worked as an integral part of the FINO sourcing team,
designing and incorporating the service level methodology into the final agreement, reviewing
the overall contract and supporting the FINO team in final negotiations and conclusion of the
deal.

The Future
FINO’s standardized and on-demand infrastructure is now beta-operational. FINO’s technology
and solutions partners are working hard to meet the go-live dates later this year.

FINO expects to provide technology-enabled banking services to two million new customers this
year. In the next five years, an additional 25 million people will access financial services through
FINO’s platform at levels in proportion to their “micro-requirements,” and at a cost that is not
only attractive for them but also profitable for the lending institutions.

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This move has brought ICICI Bank closer to as many as 300 million new banking customers -
collectively an enormous scale of customers will provide a base for further expansion as India’s
rural economies grow and strengthen. ICICI Bank’s push to offer services to so many rural
communities across India, leveraging the best technologies and biometric security is truly
innovative and can serve as a model for other banks with large-scale populations to reach.

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