Improving Financial Service Delivery to Communities through Micro-finance Institutions in Uganda; the case of Pride Micro-finance Limited (PML)

Abstract

This study examined the design of a target Enterprise Architecture (EA) that can enable Micro-finance Institutions (MFIs) in Uganda improve financial service delivery to communities through use of Information and Communication Technologies (ICTs). Pride Micro-finance Limited (PML) was investigated with specific focus on their mission and goals, business processes, information/data, applications, actors, and technological infrastructure. Data was collected from two branches of PML using questionnaires, observation and document reviews. This data was analysed qualitatively and the results of the analysis indicated that PML faces a number of challenges in financial service delivery; like inability to reach out to its customers in a cost effective manner, inefficient ways of processing customer information, and data/information security risks. Based on findings from this study, a target EA capable of enabling PML reach out to its customers in a more sustainable, efficient, and effective manner was designed and recommendations for its implementation made. Key words · Enterprise architecture · Information and communication technologies · Financial service delivery