SOCIAL PERFORMANCE MANAGEMENT (SPM)

Social Performance Management: Monitoring and Evaluation

Prof. Joseph M. Ntayi is a Customer Care, Social Performance Management (SPM) consultant. He has a wealth of experience in Microfinance, Progress out of poverty index indicators, social protection, social inclusion and insurance. He has in the past worked with Insurance regulatory agencies in East Africa, the Association of Microfinance Institutions of Uganda (AMFIU), the Association of Ethiopian Microfinance Institutions (AEMFI), and the Association of Microfinance Institutions of Kenya (AMFI) to assess the performance of microfinance institutions (MFIs) based on the social mission and sustainability. He has undertaken SPM assessments in Ethiopia, East Africa and West Africa (working with Prof. Alfred Honolonku). The Ethiopian assignment covered AGGAR Microfinance S.C, Dedebit Credit and Savings Institutions (DECSI), Addis Credit and Savings Institute (AdCSI) and Oromia Credit & Saving Share Company (OCSSC) [Regional Government affiliated MFI operating in the Oromia Regional state]. In Kenya Dr. Ntayi assessed the following MFIs; Business Initiative and Management Assistance Services (BIMAS), Ecumenical Loan Fund (ECLOF), Opportunity Kenya, Kadet MFI and Jihudi Kilimo MFI. The Ugandan assessment exercise covered: Opportunity Bank MFI, Vision Fund MFI, ENCOT MFI and Five Talents MFI.  These case studies were used to undertaken a cross cutting study on (1) How SPM has influenced the MFI’s management and the quality of their products and services delivered to clients in Ethiopia, Kenya, Uganda and west Africa and (2) How SPM has influenced the MFI’s ability to deepen its outreach to poorest people in Ethiopia, Kenya, Uganda and west Africa and (3) PPI cross cutting study.

Professor Joseph Ntayi has successfully used theories of change and a number of other models and tools like the Baldrige model, the CERISE social performance indicator (SPI) tool to evaluate the intentions, actions and recommend corrective measures for implementation. He has critically and carefully applied the progress out of poverty indicators (PPI) tools and other Poverty Assessment Tools to do the work.  Additional qualitative and quantitative SP tools used are: The Impact Survey-Quantitative; Client Exit Survey Quantitative; Use of Loans, Profits, Savings over time – Qualitative; Client Satisfaction – Qualitative and the Women’s Empowerment – Qualitative. These assessments have revealed both a conscious and unconscious effort of MFIs in implementing SPM achieving a certain degree of performance. Prof. Ntayi believes that the outcomes of his work, studies and assessments in microfinance and SACCOs have both policy and practical implications. He however observes that there is need for MFIs to institutionalize SPM in their operations using a well thought out theory of change. This is an assignment which he enjoys doing for MFIs in Africa.

In summary Prof Ntayi’s consultancy work has in the past required doing the following: (a) Undertaking SPM assessment (b) developing a theory of change for each MFI (c) Setting social performance objectives (this involved setting up clear and realistic performance targets, clarifying how activities achieved social objectives, deciding what indicators informed the MFI whether social objectives are achieved or not).(d) Developing a Performance-monitoring and evaluation framework (e) Monitoring and assessing social performance (this step required (i) Routine monitoring of client profile and changes in client status and (ii) Research to understand the conditions and needs of your clients and to follow-up on issues highlighted by monitoring and (f) Using SPM and making it part of the MFI everyday work. This step ensures that SPM is an integral part of the organization). Prof. Ntayi provides professional business advice on the nature and type of information that the MFI stakeholders require to manage interactions with each other and the higher-level management information that is required to assess group performance and the overall intervention. Attention and efforts are directed towards (a) Ensuring support from senior management and board members (b) eliciting the support of staff members (c) identifying a person or team to oversee and champion the process (d) Upgrading the SPM system regularly.

Prof. Ntayi has consulted extensively for the insurance sector in Uganda - Uganda Insurance Institute and Insurance Association of Uganda (2013) – to professionalize insurance in Uganda. He has in the past consulted for (a) Uganda National Social Security Fund, Kampala; (b) Uganda Civil Aviation Authority; (c) Uganda Posts Limited - Human Resources Consultancy, (d) Motor Care Uganda Ltd “Assessing the consumer market for new and used motor vehicles in Uganda”; (d)World Bank Project- Global Distance learning Centre, under TIG Marketing consultants; (e) World Bank Project – Uganda Communications Commission; (f) Uganda National Farmer's Association; (g) Foundation for African Development - Management Consultant (an NGO); (h)Training of Trainers programme for the youth in Entebbe town; (i) The Uganda Insurance Commission; (j) Movit, Uganda Limited; (k) Kampala City Traders Association (KACITA) - Quality awards consultancy. He has worked with Capital Resource Associates (Rwanda) to offer consultancy services to the Gender Monitoring Office, Kigali – Rwanda (TN No 19/S/GMO/BO-NO/2011). The specific consultancy job required to: Develop a Communication Strategy for Gender Monitoring Office. In June 2013, Professor Ntayi worked for SIMAD University in Somalia to restructure, build research capacity and develop curriculum for various programmes.  He does a lot of work for the National Council for Higher Education (NCHE) Uganda whenever he is called upon.