Number Of New Clients Research Articles

Improving the KYC Onboarding Process Using Business Process Re-Engineering: A Case Study of a Foreign Bank in Indonesia

The Know-Your-Customer (KYC) onboarding component in the customer acquisition process became an issue in an Indonesian branch of a prominent global bank. In 2023, the branch received a significant complaint from one of its major clients, noting the inefficiency of its KYC onboarding process, thus garnering attention from local senior management. From 2019 to 2023, there was a steady increase in client dissatisfaction rate and the number of new clients dropping their requests during the KYC onboarding stage. This research aims to identify the pain points in Magnolia Bank’s KYC onboarding process and propose solutions using the Business Process Re-engineering (BPR) approach. Fifteen respondents, including 10 bank employees and 5 corporate clients, were interviewed. Thematic analysis of interview results was conducted and it revealed three major pain points of the process: difficulty in document submission, challenges in requirements, and communication issues. The root cause of these pain points were then analyzed using the fishbone diagram, from which three root causes were discovered: inadequate technology infrastructure, lack of transparency in the process, and insufficient guidance that clients receive from the bank. The BPR approach was taken to fix the problems, the project focused on improving the guidance to clients, enhancing technology infrastructure, and developing a system for clients to track their onboarding progress. The proposed business solution for this research is for Magnolia Bank to develop a dedicated KYC onboarding platform, allowing prospective clients to submit the requirements directly, experience a one-window communication system, and track their KYC onboarding status.

Rethinking service design for youth with mental health needs: The development of the Youth Wellness Centre, St. Joseph's Healthcare Hamilton.

This article describes the development and design of the Youth Wellness Centre (YWC), an innovative, youth-friendly centre providing mental health and addiction services for emerging adults aged 17 to 25 in Hamilton, Canada. We also report on demographic and clinical characteristics of clients to evaluate how the YWC is serving populations at increased risk of developing mental disorders. Data were extracted from clinic databases for 1520 youth at the YWC between March 2015 and 2018 to report on demographic characteristics, clinical profiles, primary presenting problems, service use and overall satisfaction with services. Marginalized groups, particularly street-involved individuals and LGBTQ+ youth, are highly represented at the YWC, keeping with the centre's mandate of reaching at-risk populations. Youth at the YWC carry significant mental health burdens, with 80.8% having a history of suicidal ideation and 32.8% having a history of a substance use disorder. The primary route of referral is self-referral and the number of new clients has increased by nearly 20% in the first 3 years of operations. Overall satisfaction with the centre is on par with or slightly above provincial averages. The YWC was developed to meet the mental health needs of transition-aged youth in Hamilton by providing early intervention, system navigation and transition services. The success of the YWC in reaching high-risk youth is demonstrated by the significant proportion of clients reporting demographic and clinical risk factors associated with increased risk for development of mental disorders. The increasing referrals to the YWC highlight the ongoing need for similar services.

Acceptance of New Clients by Mental Health Clinicians in Massachusetts: Findings From a Representative Survey

The objective was to assess the number of new clients accepted by licensed mental health clinicians in Massachusetts and clinician characteristics associated with new clients accepted. Surveys about client access to outpatient mental health care were sent to a stratified random sample of 2,250 licensed mental health clinicians (psychiatrists, psychologists, licensed certified social workers, licensed independent clinical social workers, licensed mental health counselors, and licensed marriage and family therapists) practicing in Massachusetts. The survey was administered from September 2016 to March 2017 by using a mail survey with a push-to-Web design and telephone follow-up. The final adjusted response rate was 28% (N=413). Results were weighted to reflect the sampling design and for nonresponse and are representative of all licensed mental health clinicians in Massachusetts. On average, clinicians accepted seven new clients per month. Although most clinicians reported accepting one or more new clients per month, half reported accepting four or fewer new clients per month. After adjustment for other factors, the analysis showed that clinicians in practices owned by hospitals or health systems reported accepting eight more new clients per month, on average, than clinicians in solo private practices (p<0.05). Clinicians in private group practices reported accepting two more new clients per month on average than clinicians in solo private practices (p<0.05). Working fewer than 30 hours per week and tenure of more than 1 year in one's current position were negatively associated with acceptance of new clients. New client acceptance varied by practice setting but not by type of clinician. These findings can inform mental health system and workforce planning to improve access to mental health services.

Mechanisms of global financial crisis (2007–2009)

The speculative boom in the mortgage market, the systematic underestimation of market risks, and the global imbalance of investment and savings have become the general economic causes of the global financial crisis. The main problem was the excessive amount of unreliable mortgage loans (total $ 14 trillion) with high risk, which were massively issued to people who did not have work, income or other assets. Such loans were issued not only by the false belief that prices at the mortgage market can only grow, but also for the purpose of attracting a large number of new clients for mortgage companies. However, in addition to these explicit reasons, there were implicit financial mechanisms that caused the crisis. First of all, this is the huge market of CDO (collateralized debt obligations) created through the securitization of mortgage assets. For the issue of CDO the heterogeneous mortgages and other assets, between the market prices of which was a weak correlation, combined in a pool. Theoretically, in such diversified asset package, the probability of simultaneous default decreases. However, in practice, in the CDO emission pool, the lowest-rated (BBB) mortgage bonds were targeted, which was then artificially raised to AAA by rating agencies. Hence, the risks were concealed, and the CDO with the highest rating could be sold to institutional investors in Japan, Germany and other countries. For CDO insurance, the largest banks and financial companies issued CDS (credit default swaps), which capitalization market ($ 80 trillion) exceeded global GDP in 2008. The risky policy of issuing CDSs by their largest issuers (in particular, the financial company AIG Financial Products) led banks and financial companies to take on the risks of huge sums that they could not pay. In addition, the push to the beginning of the crisis became « the big short game», started by the largest investment bank Goldman Sachs, John Paulson &amp; Co hedge fund and some other market players.

An Analysis of Perception and Uptake of Insurance Products among Medium-low Income Earners in Kenya

Although the insurance industry in Kenya has been growing in investment, there have been fundamental challenges in the number of new clients being recruited thus low penetration levels have been reported. The fast market growth notwithstanding, penetration rates remain low, at just 3% of GDP in 2013, 2014 and 2015 is still far below other developing economies. The high level of growth along low levels of penetration could lead the Kenyan insurance industry in crises in the near future. Therefore it is necessary to investigate into the trends in insurance uptake and the contributing factors. This study was designed to analyze perception and uptake of insurance products among medium-low income earners in Kenya on the basis that insurance penetration in Kenya is severely limited, which could have been as a result of the insured perception. The study was conducted using the explanatory research design. Primary data was collected using questionnaires administered to teachers using the drop and pick method. Quantitative data analysis was done using multiple response analysis techniques, mean, mode, standard deviation, percentages and frequencies. The study found out that perceptions on insurance played a key role in insurance uptake as the industry was marred by negative perceptions among potential customers hence low penetration. It is recommended that further research be conducted to evaluate customer experiences arising from insurance clients following the view held by majority insurance holders that they would not purchase insurance in the future.

Providing free pregnancy test kits to community health workers increases distribution of contraceptives: results from an impact evaluation in Madagascar

ObjectivesTo improve access to contraceptives in remote and rural areas, sub-Saharan African countries are allowing community health workers (CHWs) to distribute hormonal contraceptives. Before offering hormonal contraceptives, CHWs must determine pregnancy status but often lack a reliable way to do so. No studies have evaluated the impact of providing CHWs with urine pregnancy test kits. We assessed the impact of giving CHWs free pregnancy test kits on the number of new clients purchasing hormonal contraceptives from CHWs. Study designWe implemented a randomized experiment in Eastern Madagascar among CHWs who sell injectable and oral hormonal contraceptives. A total of 622 CHWs were stratified by region and randomly assigned at the individual level. Treatment-group CHWs were given free pregnancy tests to distribute (n analyzed=272) and control-group CHWs did not receive the tests (n analyzed=263). We estimated an ordinary least-squares regression model, with the monthly number of new hormonal contraceptive clients per CHW as our primary outcome. ResultsWe find that providing CHWs with free pregnancy test kits increases the number of new hormonal contraceptive clients. Treatment-group CHWs provide hormonal contraceptives to 3.1 new clients per month, compared to 2.5 in the control group. This difference of 0.7 clients per month (95% confidence interval 0.13–1.18; p=.014) represents a 26% increase. ConclusionsGiving CHWs free pregnancy tests is an effective way to increase distribution of hormonal contraceptives. As pregnancy tests become increasingly affordable for health-care systems in developing countries, community-based distribution programs should consider including the tests as a low-cost addition to CHWs’ services. ImplicationsNo study has evaluated the impact of giving CHWs free urine pregnancy test kits for distribution to improve provision of hormonal contraceptives. Giving CHWs free pregnancy test kits significantly increases the number of clients to whom they sell hormonal contraceptives. Community-based distribution programs should consider including these tests among CHWs’ services.

A Review of Family Planning Methods Used in Kano, Nigeria

Objective To review the acceptance pattern and the influence of age and parity on the choice of Family Planning Methods at the Family Planning Clinic, Aminu Kano Teaching Hospital (AKTH), Kano, Nigeria. Method All records of the clients that attended the Family Planning Clinic from January 2003 to December 2007 were analyzed Results New clients were 22% while revisits were 78%, with a steady increase in the number of new clients from 4% in 2003 to 26% in 2007. Injectable contraceptives were the most commonly used (40.63%), followed by the intrauterine contraceptive device (IUCD) (34.53%). Most women of low parity used the injectable contraceptive method (36.2%) and oral contraceptive pills (30.7%), while those in the early reproductive age group (37.1%) used oral contraceptive pills and injectable contraceptive method (32.5%) than any other method. Women of high parity (47.1%) and those in the late reproductive age group (51.2%) used injectable contraceptives more, followed by IUCD (43.0% and 46.1% respectively). There was very low acceptance of Implants (0.54%) and voluntary surgical contraception (0.36%). Majority of the clients (67.5%) were informed about voluntary family planning by Health workers. Conclusion There is an increasing trend in the yearly number of new clients in our centre. Contraceptive methods that do involve surgery or the exposure of the women were preferred, and these should be promoted in a conservative society like ours. The influence of husbands, community and religious leaders and female education are important, if the acceptance of voluntary family planning is to increase in societies like ours, where women marry early and are not socioeconomically empowered. Efforts should be made to step up campaign for voluntary surgical contraception, especially among women who have completed their families, as its utilization is very low in our community. Keywords: Voluntary family planning methods, age, parity, acceptance, Kano.

Clinical experience with injectable progestogen- only contraceptives at University of Ilorin teaching hospital: a five year review

This is a retrospective study of 1,042 new acceptors of injectable progestogen-only contraceptives at the family planning clinic of the University of Ilorin Teaching Hospital over a five year period from 1st January 2001 to 31st December 2004. The total number of new clients seen during this period was 4,752. 41.1% of these new clients chose condoms as a contraceptive method, 32.2% accepted IUCD, 21.9% accepted injectable progestogen-only contraceptive 08% accepted implants, 3.9% combined oral contraceptive pills and 0.1% bilateral tubal ligation. Of the acceptors of injectable progestogen, 59.5% used depo medroxyprogesterone acetate while 40.5% used norethisterone enanthate. 59.5% of the acceptors belonged to the 30 - 39 years age bracket and 36.2% were grandmultiparous women Injectable progestogen-only contraceptives are among the safest and most effective contraceptive methods available. The two commonly available types are Depot Medroxyprogesterone acetate and Norethisterone enanthate. This study looked at the clinical experience with this form of contraceptive at University of Ilorin Teaching Hospital (UITH). The case notes of new clients that accepted injectable progestogen-only contraceptive at the family planning clinic of the UITH between June 2001 and December 2004 were analysed. Injectable progestogen-only contraceptive was the third most commonly accepted method of contraception at UITH during the study period. 59.5% of clients belonged to the 30-39 year age group, 63.5% of them were para 1-4 and 36.2% were grandmultiparous women. 59.8% of the clients were educated up to the secondary level or above. There was no pregnancy reported during the study period. 29.9% of clients experienced various forms of side effects, the commonest of which was menstrual irregularities. Injectable progestogen-only contraceptive is widely accepted by women in this centre. Its use cuts across women of all age groups, parities, religion and level of education.

Enterprise marketing management (EMM) systems: Current use and future prospects

To gather data on current and future use of enterprise marketing management solutions in Europe, Unica and Ovum conducted an online survey of 300 senior marketing executives in December 2005–January 2006. Respondents represented a range of industry sectors and were equally divided among France, Germany and the UK. Most respondents expressed confidence about the strategic value of marketing in supporting the organisation, and good practice in marketing was said to be widespread. In contrast to the pervading optimism, UK respondents in particular were pessimistic about their ability to achieve the organisation's marketing objectives, due to a lack of marketing expertise. Technology, in particular the internet, was central to marketing, with e-mail and the web being the most popular channels, but traditional approaches such as direct mail and word-of-mouth marketing were continuing to play an important role. The majority of organisations had no immediate plans to implement innovative new technology-related channels, such as blogs and Really Simple Syndicate (RSS) feeds. Nearly three quarters of organisations measured marketing performance, the most popular metrics being customer satisfaction and the number of new clients. Return on investment (ROI) was the most popular new metric planned for implementation in 2006. Exactly half the respondents claimed to have heard of EMM, which was better known in France than elsewhere. Several point solutions were in use, the most popular being real-time marketing and marketing resource management (MRM). None of these solutions was, however, used by more than 40 per cent of the organisations. In general, planned implementation of new EMM solutions reflected the current usage levels, but there were indications of strong growth in lead management solutions. Lack of awareness was cited as the main reason for not investing in EMM, but concern with costs and budgets was also widespread among the organisations surveyed. In conclusion, the survey demonstrated that holistic EMM solutions are not in common use, and although they are likely to become more widespread in future, several factors hinder the spread. Despite these findings, the survey did indicate that elements of EMM — such as personalised e-mail marketing and MRM — are becoming increasingly common among European marketers. For example, 32 per cent of the respondents indicated that they are using MRM technology to manage their marketing functions. The figures reflecting lack of plans for blogs and RSS feeds suggest that businesses are investing their budgets in core, enterprise-level technology to support the marketing function, rather than spending it on less proven tactics.

Effects of a change from an appointment service to a walk-in triage service at a sexual health centre.

A walk-in triage system (WITS) was introduced at Melbourne Sexual Health Centre in August 2001 as a result of the perceived need to increase access to the clinic for clients requiring immediate assessment. An audit of this alteration to clinic operation resulted in a significant increase in the number of new clients attending the clinic who were younger and less likely to report using condoms, substantial increases in the number of investigations ordered for bacterial sexually transmitted infections (STIs) and an increase in the detection of genital herpes and chlamydia. There are a number of possible explanations for these changes other than the change to clinic operation but these are less likely causes for the observed changes. Our findings should complement the other reasons to adopt a WITS system, such as improving access for those most in need and vital to reach if STI rates are to fall.

New challenges for agency based syringe exchange schemes: analysis of 11 years of data (1991–2001) in Merseyside and Cheshire, United Kingdom

The Merseyside and Cheshire Drug Monitoring Unit has collected attributable data on agency based syringe exchange program (SEP) clients between 1991 and 2001, representing 14,491 individual injectors. On first presentation to a SEP, clients provide information relating to their drug use and drug service contact. Details relating to all subsequent syringe transactions are also recorded. Over 206,000 transactions took place, accounting for 6,595,099 syringes provided and an estimated 7,184,727 returns. There was a sixfold increase in the number of new clients using anabolic steroids ( P<0.001) with these users currently constituting the largest group of new clients. The reverse is true for new heroin using clients who have significantly declined over the same period ( P<0.05). Service utilisation by opiate and stimulant users has changed over time. Opiate users have attended SEP significantly less frequently ( P<0.01) but obtain greater quantities of injecting equipment at each attendance ( P<0.001). While the visit rate for stimulant users has fluctuated over time, this group of users are also collecting a significantly greater quantity of needles and syringes at each attendance ( P<0.05).

Costs of deinstitutionalization in a rural catchment area in The Netherlands.

In contrast to many other countries, The Netherlands left the initiative in deinstitutionalizing mental health care to the traditional providers of mental health services. The goal of this study is to determine the effect of this policy on the allocation of mental health care resources to services. All 20- to 64-year old users and their use of community- and hospital-based services between 1990 and 1999 were retrieved from the Groningen case register. Service utilization was combined with the direct unit costs of these services for the 1999 price level. Changes in the population as to size and age were taken into account. In 1999 the direct costs of mental health care were Euro 268 per adult inhabitant of the register area, which is 9% higher than in 1990. Costs increased most in the early 1990s before deinstitutionalization policy took effect. From 1993 and onwards the reduced length of stay in the hospital was the main cause for the decreased costs of in-patient care. These savings equalled the increased expenditures for day-treatment, sheltered residences and home-treatment, even though the unit costs of these types of community care are much lower than the unit costs of admissions. This was not caused by an increasing number of new clients, but was a result of longer periods of care during a larger number of years. These findings are in accordance with Dutch mental health care policy, which aims at prolonged care and aftercare outside the hospital whenever possible.

The Impact of a Regional Family Planning Service Promotion Initiative in Sub-Saharan Africa: Evidence from Cameroon

Sub-Saharan Africa has a considerable unmet need for contraception. In 1998-99 the Gold Circle campaign--a regional initiative to promote and improve family planning (FP) service delivery sites--was launched in Cameroon. During the last quarter of 1999 571 women who had been interviewed during the 1998 Cameroon Demographic and Health Survey were reinterviewed regarding their exposure to the Gold Circle campaign and their perceptions on and use of contraceptives. The impact of the campaign was evaluated by assessing the panel data and by using an ideation model of behavior change. In addition service statistics from Gold Circle and non-Gold Circle FP delivery sites were contrasted to assess the effects of the campaign on clinic performance. More than one-third of the women surveyed reported exposure to the Gold Circle campaign 52% of whom mentioned being exposed to the campaign through television. Those with primary and or postprimary education were four and six times as likely respectively as those with no education to have been exposed to the campaign. Exposure was associated with a significant increase in the level of FP ideation as well as with an increased likelihood of using a modern contraceptive method (80%). The service statistics indicate that the campaign led to a significant increase in the demand for FP services at Gold Circle clinics with the number of new clients more than doubling immediately after the campaign launch. The Gold Circle campaign had appreciable success in promoting FP in Cameroon. The campaign had a considerable positive influence on both FP ideation and contraceptive use. (authors)

Mass Media Family Planning Promotion in Three Nigerian Cities

Television promotion of family planning and clinic sites in three cities of Nigeria--Ilorin, Ibadan, and Enugu--played a significant role in 1985-88 in increasing the number of new acceptors at family planning clinics in each city. Family planning skits, prepared with advice and support from the local service providers, were included in existing popular entertainment shows. Questions asked in a recall survey among the exposed population in Enugu and Ibadan revealed that about half of those surveyed in both cities had seen the television episodes. Of those who had watched, 79 and 99 percent, respectively, recalled the family planning messages, and 69 and 88 percent, respectively, recalled specific clinic sites mentioned. Following the media promotion, the number of new clinic clients per quarter in Ilorin increased almost fivefold (in the original clinics evaluated); in Enugu, the number of new clients per month more than doubled; and in Ibadan, the number of new clients increased threefold. Use of entertainment through this "enter-educate approach" is a promising technique that can be replicated in different settings to encourage new clients to seek family planning services.

The Impact of Mass Media Advertising on a Voluntary Sterilization Program in Brazil

The effect of magazine advertising on vasectomy acceptance was tested in São Paulo, Brazil. Four advertisements ran for ten weeks in eight magazines. Clinic performance doubled during the campaign and stabilized at 54 percent higher than baseline. The advertisements selectively attracted the target audience without bringing in large numbers of ineligible candidates, completely avoided negative reactions, and recruited men previously unexposed to vasectomy. The cost of the advertising campaign was offset by additional revenue generated by the increase in vasectomies performed. The results suggest that while interpersonal communications can maintain performance in voluntary sterilization programs, mass media promotion may be necessary for program growth.

Television public service announcements as outreach for potential clients

Public service announcements (PSAs) aired by local radio or television stations may be useful to human service agencies as a mechanism to reach potential clients during periods of low service demand. To examine the usefulness of PSAs for this purpose, a series of PSAs were videotaped for three aging-service agencies and aired by a television station during a 6-week period. The three agencies recorded the incoming demand for services received each day before and during the intervention period. The data were tested by a multiple-group interrupted time-series analysis. The results of the analysis indicated that for all three agencies the PSAs were effective for increasing the number of service inquiries received from nonclients over the telephone numbers publicized in the PSAs. At one of the agencies, the number of new clients increased significantly when the PSAs were broadcasted.

HONG KONG: The Continuing Fertility Decline, 1967

In 1967 fertility rates in Hong Kong continued the decline previously noted for 1966. For the period 1965-1967 the crude birth rate of Hong Kong fell by 15% the total fertility rate fell by 14% and the birth rate standardized for age fell by 13%. The fertility declines were greatest at the youngest ages. It is believed that to a significant degree the activity of the Hong Kong Family Planning Association was responsible for the decline. The 1967 decline while marked was much less than that for 1966 and follows on a relative decline in the number of new clients being served by the Association. Almost all of the 15% decline in the birth rate in 1966 and 1967 can be attributed to a genuine decline in the fertility of married women. The decline which occurred in the 1961-1965 period was attributed to changes in age and marital status distributions. The changes in the younger age groups were consistent with the fact that the Hong Kong Family Planning Association was especially successful in reaching younger women with their IUD program up to April 1967 the last date when the program might have affected the birth rates under study. In the 2 years between 1965 and 1967 alone the number of women aged 15-29 increased by 43000. This was a 12% increase while the total population grew by less than 4%. There will be a large increase in the number of women in the childbearing years in the next decade. Simply to keep the 1976 crude birth rate at the 1967 level would require a 14% decline in age-specific rates to compensate for changes expected in age distributions. There has been a tendency for a smaller proportion of women 15-24 to be married. According to surveys Hong Kongs married women do not want large families but many of these women are not practicing contraception. 34% of the married women aged 15-45 who said they did not want more children were not practicing contraception.