1. UOB is a licensed microfinance bank in Rwanda
• 11 branches, 30 credit offices, 150,000 customers
Full range of services
• Loan products, including traditional group loans
• Savings and insurance products
• Remittance services
Management objectives driven by triple bottom line
• Transformation, outreach and sustainability

2. • Through mHose, UOB are giving customers access to the full range of banking
services through their phone
Make deposits and
withdrawals though
network of Agents
Manage UOB loan:
• Repayments
• Receipt of loan
Customer
bank account
Other services: Send
money, buy airtime, pay
bill, balance enquiry
Interest is paid
Life insurance for customer
and 2 family members

3. 1. Reduce operational cash related risks
• Lending staff no longer need to handle cash
2. Increase efficiency and productivity
• Lending staff, data entry teams and Branch network will all
experience benefits
3. Provide clients with easier access to UOB
• Customers will have convenient, safe and affordable access to
savings, loan and insurance services
• Especially those customers with no access to a branch

4. Customers
• Over 10,000 registered, USD 750,000 transacted in Sept
• Customers have received mHose well
• Convenience and security of paying their loans
Agent network
• 90 Agents registered throughout half the country
• Liquidity availability and customer service is acceptable
mHose system
• System reliability and performance is much improved
• Basic functionality is understood by customers and Agents

5. Challenges and
solutions
Protect group cohesion and liability
• SMS’s to group leaders (and airtime?)
• Ensure monthly meeting attendance
Increase customer usage: transactional and savings
account
• Customer training and incentives
• Agent availability and liquidity levels
Ensure sufficient liquidity
• Weekly forecast and coordination with staff
Provide adequate business case
• Sufficient customer numbers and usage
• Review commission structure
Ensure system availability and reliability
• UOB, VISA and SG to work together
• UOB to communicate and rate system issues
immediately