Issue 7 Q3,2019 FROM OMENAKO TO AFRAM PLAINS IN 45 MINUTES Service Lessons from Zipline

AFRAM PLAINS COMMUNITY HOSPITAL

ZIPLINE, OMENAKO

INSIDE THIS ISSUE Zipline’s lifeline Mponua Rural Bank Customer service lessons Meet our people Mumuadu Rural Bank The uniqueness of RCBs Issue 7 THE RURALKUAPAKUAPA BANKERKUAPA KOKOOKOKOO KOKOO CO-OPERATIVECO-OPERATIVE CO-OPERATIVE CocoaCocoaCocoa Farmers Farmers Farmers and and and Marketing Marketing Marketing Union Union Union Limited Limited Limited ( ( KKFU (KKFU KKFU ) ) )

WhoWhoWho we we we are are are †-r-ohoooŊor;u-ঞˆ;o1o- -ul;uv-m7-uh;ঞm]†-r-ohoooŊor;u-ঞˆ;o1o- -ul;uv-m7-uh;ঞm]†-r-ohoooŊor;u-ঞˆ;o1o- -ul;uv-m7-uh;ঞm] &mbom&mbom&mbom blb|;7 blb|;7 blb|;7 Ő &ő Ő &ő Ő &ő 1†uu;m|Ѵ‹ 1†uu;m|Ѵ‹ 1†uu;m|Ѵ‹ _-v _-v _-v 1ollb‚;7 1ollb‚;7 1ollb‚;7 l;l0;uv_brl;l0;uv_brl;l0;uv_br o= o= o= ƐƏƏķƏƏƏ ƐƏƏķƏƏƏ ƐƏƏķƏƏƏ 1o1o- 1o1o- 1o1o- =-ul;uv =-ul;uv =-ul;uv bm bm bm vbŠ vbŠ vbŠ 1o1o- 1o1o- 1o1o- u;]bomvu;]bomvu;]bomv o= o= o= _-m- _-m- _-m- ‰_o ‰_o ‰_o -u; -u; -u; ruo7†1bm] ruo7†1bm] ruo7†1bm] -m -m -m -ˆ;u-]; -ˆ;u-]; -ˆ;u-]; o= o= o= ƐƔƏķƏƏƏƐƔƏķƏƏƏƐƔƏķƏƏƏ l;|ub1 l;|ub1 l;|ub1 |omm;v |omm;v |omm;v o= o= o= l†ѴঞrѴ; l†ѴঞrѴ; l†ѴঞrѴ; 1;uঞC;7 1;uঞC;7 1;uঞC;7 1o1o- 1o1o- 1o1o- -mm†-ѴѴ‹ĺ &bv†m7;u|_;Ѵ;-7;uv_bro=-7-l -ঞl--mm†-ѴѴ‹ĺ &bv†m7;u|_;Ѵ;-7;uv_bro=-7-l -ঞl--mm†-ѴѴ‹ĺ &bv†m7;u|_;Ѵ;-7;uv_bro=-7-l -ঞl- Ѵbķ-ƒѶ‹;-uoѴ71o1o-=-ul;u-vru;vb7;m|ĺѴbķ-ƒѶ‹;-uoѴ71o1o-=-ul;u-vru;vb7;m|ĺѴbķ-ƒѶ‹;-uoѴ71o1o-=-ul;u-vru;vb7;m|ĺ †-r-†-r-†-r- ohoo ohoo ohoo blb|;7 blb|;7 blb|;7 Őő Őő Őő bv bv bv - - - b1;mv;7 b1;mv;7 b1;mv;7 †‹bm] †‹bm] †‹bm] olr-m‹o‰m;70‹ &|_-|lo0bѴbŒ;vl;l0;uĽv1o1o-olr-m‹o‰m;70‹ &|_-|lo0bѴbŒ;vl;l0;uĽv1o1o-olr-m‹o‰m;70‹ &|_-|lo0bѴbŒ;vl;l0;uĽv1o1o- =ouo1o-o-u7-m7|_;1;uঞC;7]Ѵo0-Ѵl-uh;|ĺ=ouo1o-o-u7-m7|_;1;uঞC;7]Ѵo0-Ѵl-uh;|ĺ=ouo1o-o-u7-m7|_;1;uঞC;7]Ѵo0-Ѵl-uh;|ĺ †-r-†-r-†-r- ohoo ohoo ohoo †m7;u|-h;v †m7;u|-h;v †m7;u|-h;v vo1b-Ѵ vo1b-Ѵ vo1b-Ѵ -m7 -m7 -m7 ;1omolb1 ;1omolb1 ;1omolb1 bm|;uˆ;mঞomvbm|;uˆ;mঞomvbm|;uˆ;mঞomv |_uo†]_ |_uo†]_ |_uo†]_ |_; |_; |_; †-r- †-r- †-r- ohoo ohoo ohoo "†v|-bm-0Ѵ; "†v|-bm-0Ѵ; "†v|-bm-0Ѵ; ;ˆ;Ѵorl;m| ;ˆ;Ѵorl;m| ;ˆ;Ѵorl;m| uo]u-ll; uo]u-ll; uo]u-ll; Ő" őķ Ő" őķ Ő" őķ - - - 1oѴѴ-0ou-ঞˆ; 1oѴѴ-0ou-ঞˆ; 1oѴѴ-0ou-ঞˆ; KuapaKuapaKuapa ruo]u-ll;ruo]u-ll;ruo]u-ll; 0;|‰;;m 0;|‰;;m 0;|‰;;m  &  &  & -m7 -m7 -m7 bѴѴ;mmb†l bѴѴ;mmb†l bѴѴ;mmb†l uolbv; uolbv; uolbv; ohooohooohoo _-v _-v _-v ѴѴb-m1;ѴѴb-m1;ѴѴb-m1; Őő Őő Őő -bl;7 -bl;7 -bl;7 -| -| -| -1_b;ˆbm] -1_b;ˆbm] -1_b;ˆbm] |_; |_; |_; " vĺ " vĺ " vĺ "  "  "  bv bv bv o†|Ѵbm;7o†|Ѵbm;7o†|Ѵbm;7 - - - "†v|-bm-0Ѵ; "†v|-bm-0Ѵ; "†v|-bm-0Ѵ; -m1_ou;7om|_;=oѴѴo‰bm]h;‹1olrom;m|vĹ-m1_ou;7om|_;=oѴѴo‰bm]h;‹1olrom;m|vĹ-m1_ou;7om|_;=oѴѴo‰bm]h;‹1olrom;m|vĹ ;ˆ;Ѵorl;m| ;ˆ;Ѵorl;m| ;ˆ;Ѵorl;m| uo]u-ll; uo]u-ll; uo]u-ll; Ő†-r- Ő†-r- Ő†-r- ohooohooohoo "†v|-bm-0Ѵ; "†v|-bm-0Ѵ; "†v|-bm-0Ѵ; ;ˆ;Ѵorl;m| ;ˆ;Ѵorl;m| ;ˆ;Ѵorl;m| uo]u-ll;őuo]u-ll;őuo]u-ll;ő - - - 1oѴѴ-0ou-ঞˆ; 1oѴѴ-0ou-ঞˆ; 1oѴѴ-0ou-ঞˆ; ruo]u-ll; ruo]u-ll; ruo]u-ll; 0;|‰;;m 0;|‰;;m 0;|‰;;m  & & & -m7 -m7 -m7 bѴѴ;mmb†l bѴѴ;mmb†l bѴѴ;mmb†l uolbv; uolbv; uolbv; ѴѴb-m1; ѴѴb-m1; ѴѴb-m1; Őő Őő Őő -bl;7 -bl;7 -bl;7 -| -| -| 7;ˆ;Ѵorbm]|_;_†l-m1-rb|-Ѵ-m7|_;ruo7†1ঞˆ;1-r-1bঞ;vo=7;ˆ;Ѵorbm]|_;_†l-m1-rb|-Ѵ-m7|_;ruo7†1ঞˆ;1-r-1bঞ;vo=7;ˆ;Ѵorbm]|_;_†l-m1-rb|-Ѵ-m7|_;ruo7†1ঞˆ;1-r-1bঞ;vo= |_;|_;|_; =-ul;uv =-ul;uv =-ul;uv bm bm bm |_; |_; |_; 1u;-ঞom 1u;-ঞom 1u;-ঞom o= o= o= _;-Ѵ|_‹ _;-Ѵ|_‹ _;-Ѵ|_‹ -m7 -m7 -m7 v†v|-bm-0Ѵ; v†v|-bm-0Ѵ; v†v|-bm-0Ѵ; BackBackBack 2 2 School2 School School Project Project Project 1oll†mbঞ;vĺ1oll†mbঞ;vĺ1oll†mbঞ;vĺ "  "  "  bv bv bv-m1_ou;7 -m1_ou;7 -m1_ou;7 om om om |_; |_; |_; "  "  "  =u-l;‰ouh =u-l;‰ouh =u-l;‰ouh =ou =ou =ou |u-mv=oulbm]=-ul;uvķ=-ulbm]-m7=-ul;u1oll†mbঞ;vĺ|u-mv=oulbm]=-ul;uvķ=-ulbm]-m7=-ul;u1oll†mbঞ;vĺ|u-mv=oulbm]=-ul;uvķ=-ulbm]-m7=-ul;u1oll†mbঞ;vĺ $_;-blo=|_bvruof;1|bv|o1om|ub0†|;$_;-blo=|_bvruof;1|bv|o1om|ub0†|;$_;-blo=|_bvruof;1|bv|o1om|ub0†|; |o|o|o |_; |_; |_; -1_b;ˆ;l;m| -1_b;ˆ;l;m| -1_b;ˆ;l;m| o= o= o= |_; |_; |_; " v " v " v om om om $_;h;‹1olrom;m|vo=" -u;Ĺ$_;h;‹1olrom;m|vo=" -u;Ĺ$_;h;‹1olrom;m|vo=" -u;Ĺ †|ubঞomķ 7†1-ঞom-m7_bѴ7-0o†u†|ubঞomķ 7†1-ঞom-m7_bѴ7-0o†u†|ubঞomķ 7†1-ঞom-m7_bѴ7-0o†u ADVERTŐ" vŐ" vŐ" v Ƒķ Ƒķ Ƒķ Ɠ Ɠ Ɠ ş ş ş Ѷő Ѷő Ѷő 0‹ 0‹ 0‹ bm|uo7†1bm] bm|uo7†1bm] bm|uo7†1bm] bmmoˆ-ঞˆ;bmmoˆ-ঞˆ;bmmoˆ-ঞˆ; Ѵo1-Ѵ Ѵo1-Ѵ Ѵo1-Ѵ bm|;uˆ;mঞomv bm|;uˆ;mঞomv bm|;uˆ;mঞomv |o |o |o bm1u;-v;-11;vvķ;muoѴl;m|ķt†-Ѵb|‹-m7bm1u;-v;-11;vvķ;muoѴl;m|ķt†-Ѵb|‹-m7bm1u;-v;-11;vvķ;muoѴl;m|ķt†-Ѵb|‹-m7 KuapaKuapaKuapa Kokoo/MPA Kokoo/MPA Kokoo/MPA TeleAgric TeleAgric TeleAgric u;|;mঞomu;|;mঞomu;|;mঞom o= o= o= 1_bѴ7u;m 1_bѴ7u;m 1_bѴ7u;m bm bm bm v1_ooѴv v1_ooѴv v1_ooѴv bm bm bm ƐƑ ƐƑ ƐƑ 1o1o-]uo‰bm]7bv|ub1|vbm_-m-ĺ$_;1o1o-]uo‰bm]7bv|ub1|vbm_-m-ĺ$_;1o1o-]uo‰bm]7bv|ub1|vbm_-m-ĺ$_; $_;†-r-ohooņ$;Ѵ;]ub1v;;hv$_;†-r-ohooņ$;Ѵ;]ub1v;;hv$_;†-r-ohooņ$;Ѵ;]ub1v;;hv ruof;1|ruof;1|ruof;1| 1;m|;uv 1;m|;uv 1;m|;uv -uo†m7 -uo†m7 -uo†m7 ;mv†ubm] ;mv†ubm] ;mv†ubm] |o|o|o 0ub7]; 0ub7]; 0ub7]; |_; |_; |_; 1oll†mb1-ঞom 1oll†mb1-ঞom 1oll†mb1-ঞom ]-r ]-r ]-r -11;vvb0Ѵ;ķ-11;vvb0Ѵ;ķ-11;vvb0Ѵ;ķ -@ou7-0Ѵ;ķ -@ou7-0Ѵ;ķ -@ou7-0Ѵ;ķ t†-Ѵb|‹ t†-Ѵb|‹ t†-Ѵb|‹ 0;|‰;;m0;|‰;;m0;|‰;;m -1-7;lb- -1-7;lb- -1-7;lb- -m7 -m7 -m7 0;v| 0;v| 0;v| =-ul =-ul =-ul ;7†1-ঞom-||_;0-vb1Ѵ;ˆ;Ѵĸruoloঞm];7†1-ঞom-||_;0-vb1Ѵ;ˆ;Ѵĸruoloঞm];7†1-ঞom-||_;0-vb1Ѵ;ˆ;Ѵĸruoloঞm] ru-1ঞ1;vĺru-1ঞ1;vĺru-1ঞ1;vĺ | | | -Ѵvo -Ѵvo -Ѵvo -blv -blv -blv -| -| -| -7ˆ-m1bm] -7ˆ-m1bm] -7ˆ-m1bm] =†m1ঞom-Ѵ=†m1ঞom-Ѵ=†m1ঞom-Ѵ Ѵb|;u-1‹ Ѵb|;u-1‹ Ѵb|;u-1‹ -m7 -m7 -m7 m†l;u-1‹ĸ m†l;u-1‹ĸ m†l;u-1‹ĸ ]ub1†Ѵ|†u-Ѵ;Š|;mvbomv;uˆb1;vbm|o|_;]ub1†Ѵ|†u-Ѵ;Š|;mvbomv;uˆb1;vbm|o|_;]ub1†Ѵ|†u-Ѵ;Š|;mvbomv;uˆb1;vbm|o|_; =ov|;ubm]=ov|;ubm]=ov|;ubm] 1oll†mb|‹ 1oll†mb|‹ 1oll†mb|‹ bmˆoѴˆ;l;m| bmˆoѴˆ;l;m| bmˆoѴˆ;l;m| bm bm bm _-u7_-u7_-u7 |o |o |o u;-1_ u;-1_ u;-1_ =-ul;uv =-ul;uv =-ul;uv bm bm bm _-m-ĺ _-m-ĺ _-m-ĺ v†v|-bmbm]v†v|-bmbm]v†v|-bmbm] ;7†1-ঞom-Ѵ ;7†1-ঞom-Ѵ ;7†1-ঞom-Ѵ bm|;uˆ;mঞomv bm|;uˆ;mঞomv bm|;uˆ;mঞomv ;ˆ;u-]bm];ˆ;u-]bm];ˆ;u-]bm] om om om "  "  "  Ɩ Ɩ Ɩ|o |o |o v†rrou| v†rrou| v†rrou| oˆ;u oˆ;u oˆ;u -m7ĸ-m7ĸ-m7ĸ -‚u-1ঞm] -‚u-1ঞm] -‚u-1ঞm] -m7 -m7 -m7 u;|-bmbm] u;|-bmbm] u;|-bmbm] |;-1_;uv |;-1_;uv |;-1_;uv ƐƏƏķƏƏƏƐƏƏķƏƏƏƐƏƏķƏƏƏ =-ul;uv =-ul;uv =-ul;uv ‰b|_ ‰b|_ ‰b|_ bmr†|v bmr†|v bmr†|v -m7 -m7 -m7 0;v| 0;v| 0;v| bmu†u-Ѵv1_ooѴvbm|_;ruof;1|7bv|ub1|vĺbmu†u-Ѵv1_ooѴvbm|_;ruof;1|7bv|ub1|vĺbmu†u-Ѵv1_ooѴvbm|_;ruof;1|7bv|ub1|vĺ =-ulbm]=-ulbm]=-ulbm] ru-1ঞ1;v ru-1ঞ1;v ru-1ঞ1;v v‹v|;lv v‹v|;lv v‹v|;lv bm bm bm ѵ ѵ ѵ Ѵo1-Ѵ Ѵo1-Ѵ Ѵo1-Ѵ |1ĺ |1ĺ |1ĺ Ѵ-m]†-];vѴ-m]†-];vѴ-m]†-];v |o |o |o -b7 -b7 -b7 ;-v‹ ;-v‹ ;-v‹ 1oll†mb1-ঞom 1oll†mb1-ঞom 1oll†mb1-ঞom ‰b|_‰b|_‰b|_ |_;v; |_;v; |_;v; =-ul;uvķ =-ul;uvķ =-ul;uvķ Š|;mvbom Š|;mvbom Š|;mvbom L1;uv L1;uv L1;uv -m7-m7-m7 -1-7;lb- -1-7;lb- -1-7;lb- _-ˆ; _-ˆ; _-ˆ; 0;;m 0;;m 0;;m b7;mঞC;7 b7;mঞC;7 b7;mঞC;7 -m7 -m7 -m7 |u-bm;7|ov†rrou||_;v;=-ul;uv|_uo†]_|u-bm;7|ov†rrou||_;v;=-ul;uv|_uo†]_|u-bm;7|ov†rrou||_;v;=-ul;uv|_uo†]_ VisitVisitVisit by by by Prince Prince Prince Charles Charles Charles of of ofWales Wales Wales |_;$;Ѵ;-]ub1uo]u-ll;ĺ -ul;uv7b-Ѵbm|_;$;Ѵ;-]ub1uo]u-ll;ĺ -ul;uv7b-Ѵbm|_;$;Ѵ;-]ub1uo]u-ll;ĺ -ul;uv7b-Ѵbm omomom |_;bu |_;bu |_;bu 1;ѴѴ 1;ѴѴ 1;ѴѴ r_om;v r_om;v r_om;v =uol =uol =uol |_;bu |_;bu |_;bu ˆ-ubo†v ˆ-ubo†v ˆ-ubo†v mmm oˆ;l0;u oˆ;l0;u oˆ;l0;u ƑƏƐѶķ ƑƏƐѶķ ƑƏƐѶķ |_; |_; |_; rubm1; rubm1; rubm1; o= o= o= =-ulѴo1-ঞomv|o-$;Ѵ;]ub1;m|u;Ő1-ѴѴ=-ulѴo1-ঞomv|o-$;Ѵ;]ub1;m|u;Ő1-ѴѴ=-ulѴo1-ঞomv|o-$;Ѵ;]ub1;m|u;Ő1-ѴѴ )-Ѵ;vķ)-Ѵ;vķ)-Ѵ;vķ ubm1; ubm1; ubm1; _-uѴ;v _-uѴ;v _-uѴ;v u;1o]mbŒbm] u;1o]mbŒbm] u;1o]mbŒbm] 1;m|u;ő1;m|u;ő1;m|u;ő bm bm bm †l-vbķ †l-vbķ †l-vbķ v_-mঞ v_-mঞ v_-mঞ u;]bom u;]bom u;]bom -m7 -m7 -m7 |_;t†-Ѵb|‹o=1o1o-0;-mvruo7†1;7|_;t†-Ѵb|‹o=1o1o-0;-mvruo7†1;7|_;t†-Ѵb|‹o=1o1o-0;-mvruo7†1;7 vr;-h|o;Šr;ub;m1;7 Š|;mvbomL1;uvvr;-h|o;Šr;ub;m1;7 Š|;mvbomL1;uvvr;-h|o;Šr;ub;m1;7 Š|;mvbomL1;uv 0‹0‹0‹ †-r- †-r- †-r- ohoo ohoo ohoo ˆbvb|;7 ˆbvb|;7 ˆbvb|;7 om; om; om; o= o= o= |_; |_; |_; -m7-m7-m7 bv;-v; bv;-v; bv;-v; -m7 -m7 -m7 ;v|v ;v|v ;v|v "r;1b-Ѵbv| "r;1b-Ѵbv| "r;1b-Ѵbv| -0o†| -0o†| -0o†| †-r-ohoo†-r-ohoo†-r-ohoo =-ulv =-ulv =-ulv bm bm bm om-ķ om-ķ om-ķ - - - |_;burѴ-mঞm]ķbmr†|-rrѴb1-ঞomķ7bv;-v;|_;burѴ-mঞm]ķbmr†|-rrѴb1-ঞomķ7bv;-v;|_;burѴ-mঞm]ķbmr†|-rrѴb1-ঞomķ7bv;-v; 1oll†mb|‹1oll†mb|‹1oll†mb|‹ bm bm bm v_-mঞ v_-mঞ v_-mঞ !;]bomĺ !;]bomĺ !;]bomĺ $_bv $_bv $_bv -m7-m7-m7 r;v|vķ r;v|vķ r;v|vķ vobѴ vobѴ vobѴ -m7 -m7 -m7 o|_;u o|_;u o|_;u ]uo‰bm] ]uo‰bm] ]uo‰bm] ‰-v‰-v‰-v - - - ]u;-| ]u;-| ]u;-| loঞˆ-ঞom loঞˆ-ঞom loঞˆ-ঞom |o |o |o |_; |_; |_; 1_-ѴѴ;m];v1_-ѴѴ;m];v1_-ѴѴ;m];v -m7 -m7 -m7 u;1;bˆ; u;1;bˆ; u;1;bˆ; |_; |_; |_; m;;7;7 m;;7;7 m;;7;7 l;l0;uvo=|_;=-ul;uv†mbom‰_ol;l0;uvo=|_;=-ul;uv†mbom‰_ol;l0;uvo=|_;=-ul;uv†mbom‰_o v†rrou|bm|_;buo‰mѴo1-ѴѴ-m]†-];vĺ$_;v†rrou|bm|_;buo‰mѴo1-ѴѴ-m]†-];vĺ$_;v†rrou|bm|_;buo‰mѴo1-ѴѴ-m]†-];vĺ$_; |uoor;7bmvoѴb7-ub|‹ĺ|uoor;7bmvoѴb7-ub|‹ĺ|uoor;7bmvoѴb7-ub|‹ĺ $;Ѵ;]ub1$;Ѵ;]ub1$;Ѵ;]ub1 ruo]u-ll; ruo]u-ll; ruo]u-ll; bv bv bv|_; |_; |_; Cuv| Cuv| Cuv| o= o= o= b|v b|v b|v hbm7hbm7hbm7 bm bm bm =ub1- =ub1- =ub1- |o |o |o ruoˆb7; ruoˆb7; ruoˆb7; u;-ѴŊঞl; u;-ѴŊঞl; u;-ѴŊঞl; bm=oul-ঞombm=oul-ঞombm=oul-ঞom |o |o |o =-ul;uv =-ul;uv =-ul;uv -m7 -m7 -m7 bm1u;-v; bm1u;-v; bm1u;-v; ;Š|;mvbom1oˆ;u-];ĺ;Š|;mvbom1oˆ;u-];ĺ;Š|;mvbom1oˆ;u-];ĺ KuapaKuapaKuapa Kokoo,Kokoo, Kokoo, Papa!Papa!Papa! Paa!!Paa!! Paa!!

    Ĺvoh‰-Ŋ†l-vb_-m-    Ĺvoh‰-Ŋ†l-vb_-m-HEAD    Ĺvoh‰-Ŋ†l-vb_-m- OFFICE: Asokwa - Kumasi Ghana CertifiedCertifiedCertified Under Under Under multiple multiple multiple ĺĺoŠƑƒƏƓƓķv_Ŋ$o‰mķ†l-vbĺĺoŠƑƒƏƓƓķv_Ŋ$o‰mķ†l-vbP.O.BoxĺĺoŠƑƒƏƓƓķv_Ŋ$o‰mķ†l-vb AN 23044, Ash-Town, Kumasi certificationcertificationcertification schemes: schemes: schemes: SupportedSupportedSupported by: by: by: ƏƒƑƑƏƑƒƑƕƕƏƒƑƑƏƑƒƑƕƕ032ƏƒƑƑƏƑƒƑƕƕ 202 3277 bm=oŠh†-r-hohooĺ1ol bm=oŠh†-r-hohooĺ1ol bm=oŠh†-r-hohooĺ1ol [email protected] ‰‰‰ĺh†-r-hohooĺ1olwww.kuapakokoo.com‰‰‰ĺh†-r-hohooĺ1ol‰‰‰ĺh†-r-hohooĺ1ol Šh†-r-hohoo Šh†-r-hohoo Šh†-r-hohoo @kuapakokoo kuapakokookuapakokookuapakokoo ‰‰‰ĺ=-1;0oohĺ1olņh†-r-hohoo ‰‰‰ĺ=-1;0oohĺ1olņh†-r-hohoo www.facebook.com/kuapakokoo‰‰‰ĺ=-1;0oohĺ1olņh†-r-hohoo 2 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 CONTENTS

41 Mumuadu Rural Bank gives back to 20 ZIPLINE DRONES: BRINGING HOPE TO GHANA’S communities FROM OMENAKO TO 26 LET’S TAKE ADVANTAGE OF DIGITALIZATION Some of the projects include, the provision HARD-TO-REACH AREASAFRAM PLAINS IN 45 MINUTES of educational infrastructure. The Bank Service Lessons from Zipline constructed a temporary pavilion, to replace The journey begins from Mr Kojo Mattah, Managing AFRAM PLAINS a dilapidated classroom block for Osino the national capital, COMMUNITY HOSPITAL Director of the ARB Apex Presby Junior High School (JHS). “The pre- Accra and takes visitors Bank has called on Managers vious structure was like a death trap for the an average of an hour of Rural and Community students and was on the verge of collapse. and a half to the little Banks (RCBs) in the country to village called Omenako endeavour to make the most of 43 Rural & Community Banks are in the Suhum-Kraboa- all the business opportunities unique Coalter district in the presented to them to help The rural banking concept was intro- Eastern Region of Ghana. the banks tap from the many duced in 1976 with a view to providing transformations taking place on the business landscape. financial intermediation in rural areas. The pristine Omenako The first rural bank to be established village,a predominantly ZIPLINE, Mr Mattah stated that the was Nyarkrom Rural Bank in the Central cocoa farming community... OMENAKO opportunities available in the Region It is gratifying to note that the digital banking space are vast ... number of rural banks has grown from the initial stage of one to over 140. 52 Service Quality and Customer 38 PARADISE HOTELS - EXCITED CUSTOMER OF 40 LINDA DOR HOSPITALITY GROUP - MOST Satisfaction in Rural and Community MUMUADU RURAL BANK RECOMMENDED REST STOP Banks (RCBs) At the commencement of rural Paradise Hotel is located Linda Dor, which was banking, almost all the customers of on the Accra to Kumasi originally located at the SOS RCBs did not have choices of financial highway, which makes Village at Kyebi, has services. They had to deal with the only them very visible and easy been noted for the best meat rural bank that was available in their to locate. pies. Passengers communities. The customers of RCBs They provide rest stop of the Accra to Kumasi in the early years of rural banking are no services for commuters road who patronized the more the same. using the highway. The road before the diversion hotel provides commercial to Bunso Junction, could 64 Inlaks hosts successful digital washrooms for travelers, testify to their sumptuous banking conference restaurant services, meat pies. Inlaks, one of Africa’s leading informa- super markets, fuel and gas Even at the present location, tion technology solutions provider, has service stations and hotel... the rest stop still provides... hosted a successful Digital Summit in Lagos, the commercial capital of Nigeria. The summit, was held on Satur- 47 OUR GENERAL MANAGERS 57 OUR BOARD CHAIRMEN day, October 19, 2019 at the plush Lagos 18 MADAM DOCIA ADJEI, DELIGHTED BY MPONUA RURAL BANK Continental Hotel on Victoria Island on Her business is located the theme: “Unlocking the Opportuni- at the Nkawkaw market ties in the Digital Banking Age”. in the Eastern Region, which makes it very easy 68 Making employees more produc- to locate. tive through active engagement Docia has been doing The success of any organization business with Mponua Rural depends on many factors. Bank for over 15 years. She One of such is the people factor. Every told The Rural Banker that organization needs people for its Mponua Rural Bank has operations. How they are managed, always provided her with contributes in no small measure to the banking services ... success of the organization. COVER CONCEPT EXPLAINED FEATURE STORY 1 FEATURE STORY 2 FROM OMENAKO TO AFRAM PLAINS IN 45 MINUTES Service Lessons from Zipline

AFRAM PLAINS COMMUNITY HOSPITAL

10 MPONUA RURAL BANK - 32 MUMUADU RURAL BANK - KEEPING FAITH WITH SMALL OSINO’S HERITAGE BUSINESSES With its headquarters nestled in the 6 FROM THE MD’s DESK Felicia Boamah Hall, Supervising Manager heartland of Osino in the Eastern Region, In this issue, I would like to make of Mponua Rural Bank (MRB) is one of the Mumuadu Rural Bank (MRB) was founded ZIPLINE, some remarks in four areas that few female General Managers in a male- in November 1982 by five sons of the soil OMENAKO I am convinced deserved some dominated field. Felicia was confirmed with strong ambitions for developing the comments from my desk: the as General Manager of MRB in 2017 after local economy of Osino. It takes four and half hours to move from Zipline ‘miracle’; our annual acting in the position for two years. Seth Adom- Asomaning remains the only Omenako to Afram Plains by road. When it comes managers conference; digital She joined the Bank in December 1991 as a one amongst the founders of the Bank on to health care delivery, even a minute’s delay can banking age summit; and our Clerk and by diligence and hard work, she the current Board of Directors of the Bank. be fatal. The cover concept depicts how Zipline, people. rose through the ranks to become the first The rest of the founders are, Mr J.W. Sackey, using advanced drone technology, makes the female General Manager of the Bank. Mr Noah Ansa Darkwa... journey in only 45 minutes to deliver critical drugs When I heard about the launch... to health facilities in the Afram Plains. Editor-in-Chief: Editorial Team Contributing Writers Design & Print The Publisher Kojo Mattah Gordon P. D. Dery Francis Enimil Ashun Zebra Press Limited ARB Apex Bank: No. 5, 9th Road, Gamel Abdul Nasser Halima Torto Joseph Akossey (A Loop Consulting Avenue, South Ridge, Accra | P. O. Box GP 20321, Accra Editor Akorfa Kpodoh Dr Alhaji Yahaya Abdul- Company) Telephone: 0302 – 771738 / 772129 / 772034 | Fax: 233 Maximus Attah Henrietta Malm Raman No. 2C Klanaa Ave. – 302 772260 | Veronica Ossom Adenta 0244775753 Email: [email protected] Kwame Baah GPS Address: GA 0537581

Q3, 2019 All questions, comments AN ARB and APEX submissions BANK QUARTERLY should be3 sent to the Editor at [email protected]

Q2, 2019 AN ARB APEX BANK QUARTERLY 3 Issue 7 THE RURAL BANKER

4 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

EDITORIAL Maximus Attah

WE HAVE A RICH CADRE OF MANAGERS

developed and had little amenities, the From this current issue and in n 1976, when rural initial banks did not attract very well subsequent editions, The Rural Banker banking was introduced qualified and experienced personnel. would be bringing our readers, short in the country, most of Even the boards of RCBs in the 1970s profiles of our General Managers and the key officers who through to the early 1990s, could not the Board Chairs, who take the key worked with the first few boast of qualified and experienced decisions in our banks. banks were seconded from the iRural Banking Department of personnel. the Bank of Ghana (BoG). The In this Issue # 7, we have profiled 10 secondment of officials from From the mid-1990s, however, the rural General Managers as well as five (5) the Central Bank was believed banking sub-sector began attracting Board chairs. to be the best way to ensure a qualified and experienced staff, from seamless running of the Rural the officer corps to management It is also delightful to add that this and Community Banks (RCBs). through to the boards. Issue carries the corporate profile of Mponua Rural Bank in the Eastern Today, the basic requirement for Region, which is one of the few RCBs employment at any of the RCBs in headed by a woman. The intention of the Ghana is a first university degree or an Government and the BoG at analogous professional qualification. Take a read and get to know more the time, therefore, was to The RCBs can now boast of Lawyers, about the people making the major allow experienced central Chartered Accountants, Marketers, decisions on behalf of the Shareholders bankers who were trained Master of Business Administration and of the RCB near you. in countries, which had PhD holders, heading the banks. several years of experience Indeed, the RCBs have the men and in rural banking, to train and The boardrooms are also staffed with women! transfer their rich knowledge accomplished men and women with and expertise to the newly- varied experiences who determine the recruited rural bank staff. strategic direction for the RCBs.

As the rural banking concept That is why The Rural Banker has was novel in Ghana at the decided to tell the unique stories of our time, coupled with the fact RCBs, by publishing the profiles of the that the first few banks General Managers and Directors of our were located in the rural banks. areas, which were under-

Q3, 2019 AN ARB APEX BANK QUARTERLY 5 Issue 7 THE RURAL BANKER FROM THE MD’S DESK

trained professionals who were working with so much zeal and commitment to ensure health care delivery and support to rural dwellers.

A trained pharmacist and team leader at the fulfilment centre, Nana Akosua Okyerewaa Okyere, told me “we live and work in this community, my happiness comes from seeing essential medicines delivered to people who truly need them and who would but for the arrival of these medical drones, have been dying from basic ailments such as snake bites”.

As Ralph Emerson, the American Kojo Mattah philosopher, once said, “The first Managing Director, ARB Apex Bank wealth is health”, and I believe this initiative by Zipline Ghana is God sent and should be supported by come face-to-face with the health n this issue, I would like all and sundry. challenges facing many rural areas. to make some remarks In the close to four decades of my in four areas that I am As these services are rendered work with rural communities, I convinced deserved to people who are mainly in the have had to traverse the smallest someI comments from my catchment areas of rural and hamlets located in the very remote desk: the Zipline ‘miracle’; our community banks, I found my parts of Ghana. The nature of our annual managers conference; curiosity to be well placed since ‘a roads is another story to be told at digital banking age summit; life saved is a customer gained’. an appropriate forum. and our people. We at ARB Apex Bank can only To learn at first hand and to appeal to the Government and The Zipline ‘Miracle’ understand the real story other partners to consider making When I heard about the behind the razzmatazz that payments for services rendered by launch of Zipline Ghana’s greeted the launch of the Zipline Ghana through our RCBs operations, to support medical drone delivery service, because we are located in every the health care delivery I decided to pay a ‘curiosity’ area of the country. We are equally in hard-to-reach areas, visit to the Omenako ‘miracle’ ready to provide banking services I heaved a sigh of relief facility. I had no expectations, to the staff of Zipline and the because I have in my many and was totally blown away to institutions they serve. travels around the country, see highly competent and well Pg. 8

6 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 Loyalty THAT PAYS

At Amenfiman Rural Bank, we reward you for saving with us.

SEND AND RECEIVE MONEY Across our Remittance & Transfer Platforms

Reach us on our hotlines: AMENFIMAN R U R A L B A N K Q3, 2019 AN ARB APEX BANK QUARTERLY 7 ...Your Success Our Pride! Issue 7 THE RURAL BANKER

event and should not hesitate to have Accra host the next one.

The ‘digi’ strands that run through the Sunyani and Lagos meetings were so revealing and a clear indication that if you don’t change, the ‘digi’ train would leave you stranded at the station.

Our People Most often I get surprised to learn that people still think rural and community banks are led and or managed by unqualified directors and staff. The contrary is actually the situation on the ground. Most of our directors, general managers and staff hold doctoral and post graduate degrees in business and other sciences; some are chartered 2019 Managers Conference When I shared the story of Nokia bankers, chartered accountants, I was extremely delighted to host CEO during a press conference to lawyers, economists, ICT gurus and the CEOs and GMs of the RCBs at announce Nokia being acquired entrepreneurs. They are seasoned the 2019 Managers Conference by Microsoft and ended his speech practitioners in their fields of in Sunyani, under the theme: by saying ‘we didn’t do anything choice. Sustaining Rural and Community wrong, but somehow, we lost’; Banking through Digitalization. I saw light bulbs in everybody’s The Rural Banker would like to eyes. I was therefore not surprised throw the searchlight on the The theme resonated so well when some of them remarked to quality of people who abound with them such that they all me ‘we either change or we get in our boardrooms and banking resolved to push the ‘digi’ agenda, changed’. And to that I can only premises to assure our teeming because without the adoption respond: ‘the time to change is customers that we are sufficiently of appropriate technology, now’!! well endowed and poised to notwithstanding how expensive offer them the quality of service it might be, the cost of doing Inlaks Digital Summit that they expect. Which is why nothing would no doubt be I had not finished reveling in the we have introduced ‘our people’ significantly much higher. success of the Sunyani confab pages to provide brief profiles when I got an invite to attend the of chairpersons and general I dove my hat to the teams that maiden edition of Inlaks Digital managers who are in the helm of organized the confab and the Summit in Lagos. This event which affairs of our rural and community phenomenal resource experts, was under the theme ‘Unlocking banks. especially Dr Noel Tagoe and Dr the Opportunities in the Digital Emmanuel Hopeson, who shared Banking Age’ brought participants Together, we pledge to exceed their knowledge and experiences from Gambia, Liberia, Sierra Leone, your expectations!! with us. The positive feedback Kenya, Uganda, Egypt, etc. The was so overwhelming that I glory organizers did a fantastic job and in the belief that our tagline – presentations were top notch. I together for progress – is well on would like to encourage Inlaks to course. ensure this becomes an annual

8 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

Bank Whenever, Wherever! We are happy to announce the roll-out of our new ATM service at our KASS and OWASS branches. You can now enjoy our banking services anytime and anywhere.

HEAD OFFICE: ANTOAKROM-ASHANTI, GHANA P.O.BOX 348, BEKWAI-ASHANTI TEL: 02779959442/0202533983 Q3, 2019 EMAIL: [email protected]/ [email protected] AN ARB APEX BANK QUARTERLY 9 WEBSITE: www.amansiebank.com Issue 7 THE RURAL BANKER

MPONUA RURAL BANK – keeping faith with small businesses

MEET FELICIA BOAMAH HALL: A TRAIL BLAZER of Ghana, Abetifi in the Eastern Ahomeka Loan”. elicia Boamah Hall, Region. Supervising Manager of This product she noted, “is Mponua Rural Bank (MRB) Family life specially designed for cocoa is one of the few female She is married and is a devout farmers since our catchment area General Managers in a male- Christian. mostly comprise cocoa farming dominatedF field. Felicia was confirmed communities. The Bank has as General Manager of MRB in 2017 after Product and service offering instituted the Akuafo Ahomeka acting in the position for two years. According to Felicia, “Mponua Loan product to help farmers in She joined the Bank in December 1991 as a Rural Bank can boast of products these communities to increase Clerk and by diligence and hard work, she and services, which are tailored their yield and to enhance rose through the ranks to become the first to satisfy the needs of our their financial and economic female General Manager of the Bank. customers. The most valuable wellbeing”. and sought after product amongst our products is the She said the product was uniquely-designed Susu”. designed to meet the needs Felicia Boamah Hall, Supervising of the farmers, who form out Manager of Mponua Rural Bank She stressed that “every bank’s grower groups in order to qualify (MRB) is one of the few female lifeline is its deposits and Susu is for loans to support their farming General Managers in a male- our flagship small scale deposit activities. dominated field. product, which has greatly impacted positively on the Felicia stated that “since its Felicia was confirmed as General deposit mobilization drive of the inception the product has Manager of MRB in 2017 after Bank”. witnessed prompt repayments acting in the position for two due to the flexible repayment years. “The nature of the product allows terms and this has significantly people who have busy schedules impacted on the fortunes of the She joined the Bank in December and cannot make it to the Bank”. 1991 as a Clerk and by diligence banking halls make deposit with and hard work, she rose through ease and depositors are able to Performance brief the ranks to become the first use their savings as security to In a chat with The Rural Banker, female General Manager of the access credit facilities to support Felicia revealed that “the total Bank. their businesses on sustainable Assets increased by 22.77 basis”, she added. percent to GH¢28.55 million in Education 2018, generally due to the growth She holds a BSc Administration Another product that requires in Deposits and Shareholders’ (Banking and Finance) from the mentioning is ‘Agric loan,” which Funds, which also grew by 23.38 Presbyterian University College is popularly termed as “Akuafo percent and 15.73 percent to the Pg. 12

10 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue Issue The The Rural Rural Banker Banker 77

FELICIA BOAMAH HALL Supervising Manager, Mponua Rural Bank Q3, 2019 AN ARB APEX BANK QUARTERLY 11 Issue 7 THE RURAL BANKER levels of GH¢23.49 million and GH¢3.94 million respectively”. According to her, “the inflows were prudently deployed in Earning Assets of Loans and Investments that grew by 25.03 percent and 17.14 percent respectively with the end-of-year balances of GH¢6.40 million and GH¢15.58 million respectively”. Felicia added that, “with the little resources at our disposal, we were able to turn things around, which resulted in favourable financial ratios over the past three years. The efficient management of the resources coupled with hard work have resulted in the Bank being ranked the Number ONE Rural Bank in Ghana by ARB Apex Bank Rating for the First Quarters of 2018 and 2019”.

Branch network Felicia Boaham Hall, Supervising Manager (seated) with George The Bank currently has eight (8) active Osei Ameyaw, Board Chairman of Mponua Rural Bank agencies, which are located at New Abirem and Amuana Praso in the Birim North District, Obogu and Asankare Staff strength in the Asante Akyem South District, The staff strength of MRB has grown Nkawkaw and Asuboni Rails in the from 85 in 2016 to 100 by the third Kwahu West Municipality, Koforidua quarter of 2019, representing an 18 in the New Juaben Municipality, and percent growth in the staff numbers. Konongo in the Asante Akyem Central A number of Municipality. According to the General Major initiatives initiatives have Manager, “Konongo Agency is the Felicia stated that “a number of last agency opened in December, initiatives have been introduced since been introduced 2017, adding that, all the branches I took office in March, 2016. Notable since I took office are performing well and contribute among them are the renovation of positively to the Bank’s profitability”. some agencies, introduction of annual in March, 2016. vacation (leave) to our mobile banking agents, and the introduction of Notable among performance based bonus”. them are the “We have also enforced our internal renovation of staff transfer policy to ensure effective some agencies, internal controls, updating some of the subsidiary records, brought in introduction of motivational gestures to staff assigned annual vacation special duties, and restructuring of the remuneration scheme for mobile (leave) to our bankers”, she added. mobile banking The General Manager also added agents, and the that MRB had introduced structured introduction of training programmes for mobile banking agents, to help improve their performance efficiency on the job. She said the Bank was very particular based bonus. about its human resource management strategies because it was aware that Bismark Agyekum was the only way of building a holistic Assistant Internal Auditor human resource base.

12 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

is largely dominated by males, it Mentorship programmes such as is commonplace to find women having a female resource person occupying managerial positions facing with vast experience to share her big challenges”. story and empower female staff have been planned. We believe these are In Felicia’s situation however, she key because the female staff are reveals “I am fortunate to be working meticulous, affable, considerate, and with a cooperative and supportive are imbued with the fear of God to male dominated team”. protect the resources of the Banks”. She said the position required courage Felicia added that other measures and firmness, two qualities she including promoting the fulfillment of believed she always brought to bear women’s potential through enrolling and “that is how I have succeeded in for tertiary education programmes managing to lead the team thus far”. were being put in place to help empower “my female colleagues”. One major factor that contributed to her success was the co-operation, She called on female workers to aspire encouragement and appropriate to become Managers of sister RCBs oversight of the Board of Directors. “since women managers contribute significantly to the work environment, Women empowerment leading to enhanced performance and Eric Osei Ameyaw In an effort to empower my female satisfaction”. Head, Credit subordinates, Felicia said “I am employing the managerial tool of Looking into the crystal ball Lonely journey? separation and devolution of duties According to Felicia, it is the vision According to Felicia, “in a perfect where specific tasks are assigned to of MRB to become one of the top world, men and women are on members of staff”. performing and most well managed equal footing in the workplace. banks in the country. Unfortunately, we do not operate in a She believed that “by doing this, it perfect society. As a female GM leading helps them to acquire the necessary She also believed that joining the a team of largely male staff, it feels skills and confidence to take up higher Ghana Club 100 Rankings would be challenging and refreshing at the same responsibilities in the future. Also, very good for the Bank and “seeing time”. tailored programmes are sometimes MRB join the prestigious Ghana Club organized for my female subordinates 100 would be a dream come true”. She stated that “in a sector that in order to enhance their prospects.

Felicia Boamah Hall (arrowed), Supervising Manager of Mponua Rural Bank and George Osei Ameyaw (also arrowed), Board Chairman, with Head Office staff of the Bank

Q3, 2019 AN ARB APEX BANK QUARTERLY 13 Issue 7 THE RURAL BANKER

George Osei Ameyaw, Board Chairman of Mponua Rural Bank

Felicia said she wanted to be 1983 with initial shareholders who remembered for being the manager spearheaded the establishment being: under whose tenure many of these and Opanyin Kwaku Anin (deceased), Nana other landmark performances were Ahenkora Marfo II – Krontihene of chalked. Amuana Praso, Nana Gyamua Amonu I, Queen Mother of Amuana Praso, “I want to be an example and beacon and Mr S.L. Ofori-Owusu- first Board so that everybody would believe I want to be an Chairman of the Bank”. that indeed when women are given example and responsible and challenging tasks, they Mr George Osei Ameyaw has been are able to perform creditably”. beacon so that Board Chair of MRB for the past 12 Felicia boldly touted the selfless everybody would years. performance of the Board of believe that Directors who were able to return Current Directors MRB to winning ways after the Bank indeed when The Board was reconstituted in 2007 faced serious challenges in the year and members who have held the 2000. She said “the turnaround women are given directorship to date are: story of Mponua is something responsible and Mr George Osei Ameyaw – Chairman sister RCBs which may be currently Mr Andrews Ameyaw – Secretary facing challenges should pick a leaf challenging Mr Charles Ofori-Owusu – Member from, adding that with focus and tasks, they are Mr Peter Ackah – Member determination from the Management Mr George Okyere – Member and Staff and a clear direction from the able to perform Board, it is possible to resuscitate any creditably. Unfortunately, Mr Emmanuel Atta ailing bank”. Asamoah who was the Vice-Chairman of the Board for 12 years passed on, Board chairman’s take on September 12, 2019. According to According to Mr George Osei Ameyaw, Mr Ameyaw, “the late Vice-Chairman current Board Chair of the Bank, “MRB served our Bank with selfless was established on September 16, dedication and his exit would create an immeasurable vacuum, adding that, Pg. 16

14 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

Q3, 2019 AN ARB APEX BANK QUARTERLY 15 Issue 7 THE RURAL BANKER

Mr Ameyaw revealed that “a core value of the Bank is to provide permissible financial services to enhance the standard of living in its operational areas. This places the Bank in the forefront to promote any Government initiative that drives economic empowerment in our catchment areas, particularly in the areas of Trade and Commerce as well as Agriculture”.

Future plans According to the Board Chair, “in our quest to promote and support Government’s flagship developmental programmes, we are laying the structures to liaise with Government agencies in our operational districts to finance well established and economically viable projects such as oil George Awuah Boateng Isaac Aboagye-Nyame Internal Auditor palm production, large scale tiger nut Head, Risk and Compliance may his humble soul be favoured for a in the Birim North and Asante Akyem peaceful rest with the Lord God”. South District respectively with various building materials. The Bank also Shareholding in our quest to promote constructed a counter for the Ghana The Bank has 1,117,300 total numbers of and support Government’s Police Service at Koforidua. shares with current value of GH¢2.00 flagship developmental per share. Below are the proportion of “MRB has also been making yearly shares held by various categories: programmes, we are laying donations of farming inputs to Kwahu the structures to liaise with West Municipal Assembly, Birim North Category No of % of Government agencies in Districts Assembly and Asante Akyem Individuals shares our operational districts to South District Assembly during their Public 1,816 95.23 finance well established and annual Farmers’ Day celebrations”, Mr Employees 99 3.77 economically viable projects Ameyaw added. Directors 7 1.00 such as oil palm production, large scale tiger nut and rice cultivation , etc.”

and rice cultivation , etc.” In respect of the above, he said, “flexible financing and repayment plans are being designed to facilitate such initiatives at a reasonable rate of interest, which shall ensure credit facilities are accessed and repaid in a timely manner”.

Giving back to communities He said the Bank was also strategizing to finance the construction of Senior High Schools in the operational areas. The bank in its quest to give back to society supported Amuana Augustine Manu Praso Senior High School and Oduro Patrick Asare Asamoah Head, Marketing Apenteng Senior High School – Obogu CCC Officer

16 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

started turning out well for the Bank. With the spirit of self-belief, selfless service, teamwork, mutual respect, and total support of all members, the Bank emerged from being rated as distressed into one of the strongest banks in our sector”. Rating as a strong bank consistently from 2016 to 2019 is one of the most refreshing news that one could ever receive and we believe the sacrifice of Shareholders, Board, Management, and Staff are paying positive dividends”, he added.

Cherub Keni Okoto Kwabena Larbi Donkor Accountant Head, Operations Due to the various Its performance shows that with the Highs and lows at the Board effective strategies, right support from shareholders, The Board Chair commended fellow progressive policies customers, effective supervision as Directors for their punctuality at and programmess to well as state support, any of our rural meetings, effective contributions banks could become giants in their during meetings, selfless service, and ensure efficient and own areas. hard work, which led to the success of viable operations, the Bank. things started turning This shining example is one of the key reasons the Editor of this Magazine He said “we took over the Directorship out well for the Bank. believes that Government agencies from a dissolved Board when the should endeavour to channel their Bank was rated distressed. Due to the funds through our RCBs, because they various effective strategies, progressive forever remain the financial livewire of policies and programmess to ensure the rural economy of Ghana. efficient and viable operations, things Appreciation Mr Ameyaw expressed his deepest appreciation to Mr Asamoah an Advisor, for his knowledge and role in helping to turn around the fortunes of the Bank. He also thanked the Editorial Board of this Magazine for offering the opportunity for MRB to tell some of its story to members of the public. Editor’s note Mponua Rural Bank (MRB) became distressed in 2000. With the selfless dedication by the Board of Directors, support from shareholders and the tenacity of Management and staff of the Bank, they have turned the corner and have become a strong Bank, according to the Efficiency Monitoring Janet Somuah Unit of the Bank. Anthony Osei Mireku Manager, Nkawkaw Branch Head, IT

Q3, 2019 AN ARB APEX BANK QUARTERLY 17 Issue Issue 7 THE RURAL BANKER The Rural Banker 7 MADAM DOCIA ADJEI, DELIGHTED BY MPONUA RURAL BANK

Felicia Boamah Hall with Madam Docia Adjei, a customer of Mponua Rural Bank

Madam Docia Adjei is a sole proprietor who operates under the name, Docia Adjei Enterprise. She has been in business for the past 20 years and is a distributor of Coca Cola products. been able to open three other shops, Docia stressed that Mponua Rural er business is located all of which I manage myself”. Bank has been the financial pillar for at the Nkawkaw her business, adding that, “I would market in the Eastern The Rural Banker visited the two (2) always recommend the Bank to other Region, which makes shops at Nkawkaw. Her third shop is customers”. it very easy to locate. located in the Afram Plains. HDocia has been doing business Docia is currently the highest loan with Mponua Rural Bank for over 15 client of the Bank. According to her, years. she sometimes repays her loans even before they fall due. She added that the Bank sometimes granted She told The Rural Banker that Mponua her overdraft facilities when she is Rural Bank has always provided her “expecting goods and does not have with banking services such as loan enough money to purchase them, facilities and savings products, which especially during Easter and Christmas have helped her to grow her small festivities”. business into a bigger one. The Bank also provides her with In addition, she started with a small financial advice, which helps her to shop that deals in Coca Cola products improve her business and the Bank and other alcoholic beverages and officials also visit Docia regularly to enquire about the progress of her Madam Docia Adjei, “with the help from the Bank, I have Docia Adjei Enterprise business.

Q3,18 2019 AN ARB APEX BANK QUARTERLY AN ARB APEX BANK QUARTERLY Q3, 201918 Issue The Rural Banker 7

Q3, 2019 AN ARB APEX BANK QUARTERLY 19 FROM OMENAKO TO

Issue 7AFRAM THE RURAL BANKER PLAINS IN 45 MINUTES Service Lessons from Zipline

AFRAM PLAINS COMMUNITY HOSPITAL

ZIPLINE, OMENAKO ZIPLINE DRONES: BRINGING HOPE TO GHANA’S HARD-TO-REACH AREAS It is cocooned from the hustle and Last year, the country’s economy he journey begins bustle witnessed by dwellers of Accra expanded by 5.9 percent putting from the national and other major cities, where people Ghana in the sixth position, behind capital, Accra and are struggling daily to glean a chip off Angola, Ethiopia, Ivory Coast, Nigeria, takes visitors an Ghana’s expanding gross domestic and South Africa. average of an hour product (GDP). Tand a half to the little village called Many experts believe however, that Omenako in the Suhum-Kraboa- The country has been touted by the the main reason why citizens are Coalter district in the Eastern International Monetary Fund (IMF) and complaining about the “jobless growth Region of Ghana. other development agencies as one of of the Ghanaian economy is because The pristine Omenako village, the fastest growing economies in sub- one major contributor to the nation’s a predominantly cocoa farming Saharan Africa. The IMF in its recent GDP is crude oil, where many of the community, was one of the major World Economic Outlook forecasts an citizens do not have the expertise to contributors to Ghana’s once annual growth rate of 8.8 percent for man key positions, thereby enjoying leading cash crop. 2019. the fruits of the oil boom”.

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Digitalization agenda Government believes that the most viable option for getting more young people into employment, particularly into the services sector, which contributes more than 57 percent of the nation’s GDP and employs more than 40 percent of the population is to “boost technological innovations and get more young people involved in sustaining and improving the country’s economic performance”. Of course, Ghana has always chalked many firsts since gaining political independence from Britain in 1957. Google, the world’s largest search engine operator recently opened its Artificial Intelligence (AI) laboratory in Accra. Hosted at the Accra Financial Centre in the Central Business District of the capital, the Google AI lab The Omenako office of Zipline provides jobs to many innovative and creative youths in Accra. many Ghanaians continue to die Experts however believe that many of from basic ailments such as malaria, these innovations need to be properly snake bites and unavailability of much harnessed to address pressing needs in needed blood in emergency cases. critical sectors such as health delivery Health care delivery in the country is system in the country. often hampered by bad road network.

Although, life expectancy improved Zipline drones to the rescue from 63.65 years in 2018 to 63.91 years The Government of Ghana signed in 2019, an increase of 0.41 percent, a landmark memorandum of understanding (MOU) with Fly Zipline Ghana in 2017. The service agreement Today, the small between the Government and Zipline village of Omenako Ghana was approved by the Ghanaian parliament to enable the use of drones in the Eastern to distribute essential medicines to Region of Ghana is remote areas in Ghana. host to the world’s Today, the small village of Omenako largest medical in the Eastern Region of Ghana is host supplies delivery. to the world’s largest medical supplies delivery. The Omenako facility, which was the first of four to be established, delivers essential medicines and supplies to remote areas, otherwise referred to as overseas areas in the Eastern, Central and Volta regions respectively. The Rural Banker team paid a visit to the facility to acquaint ourselves with the operations of the facility, which has been described as lifesaving and Nana Akosua Okyerewaa Okyere, a timely. Fulfilment Operator

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receive orders and store medications Fulfillment Operator, a pharmacist by and blood supplies. profession trained at the prestigious College of Pharmacy at the Kwame “When the orders come, we receive Nkrumah University of Science and and store them and we also launch Technology, Kumasi leads a team of and operate the flights or the drones professionals at the fulfilment centre. because we refer to the drones here as Zips”, he said. She said there are three stations at the fulfilment warehouse, namely, order All members of the team were given taking station, receiving station, and protective foot wears and sunglasses order packing table. The order taking before the tour began. The team was station, “is where we receive orders first taken to the nest, where the from clients”. She said the orders come drones are assembled and stored. through phone calls and SMS, “we pack the orders and then fulfil them by Fulfillment centre delivering the orders through Zips”. Nana Akosua Okyerewaa Okyere, a She noted that before the engineers set out delivery routes, a team from Zipline Ghana goes to the remote villages and train the medical personnel on how to place orders as well as receive them. According to Nana Akosua, Zipline Anita Djoleto, a Fulfilment Operator Ghana distributes orders to district hospitals, CHPS compounds, and health centres. Akwaba to 1000th flight The Rural Banker team arrived at Nana Akosua “We distribute blood to the district the facility a few minutes after 9 in Okyerewaa Okyere, a hospitals only because the CHPS the morning. The place was already Fulfillment Operator, compounds and health centres are not buzzing with a lot of activity. allowed to do blood transfusion”, she a pharmacist by said. Churches, schools, and social clubs had profession trained converged at the frontage of Zipline at the prestigious Ghana to catch a glimpse of how the College of Pharmacy unmanned aerial vehicles are operated. at the Kwame According to Komla Etornam Buami media consultant and tour guide at Nkrumah University the facility, “since we began operating of Science and in Ghana, we have attracted so many Technology, Kumasi visitors. People come here a lot for leads a team of excursions and our doors are always professionals at the open, because we want the public to know our story”. fulfilment centre. The team was pleasantly surprised to Zipline Ghana witness the 1000th flight of the drones, distributes orders which is what inspired the creative to district hospitals, concept on the cover page of The Rural CHPS compounds, and Banker, “from Omenako to Afram health centres. Plains”. Komla revealed that the facility was “a very small structure but as you can see, we are doing very wonderful things here. We have two major divisions, the flight operations and the fulfillment operations centre”.

The fulfillment centre is where they Sadat Anum, a flight engineer

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She said they collaborate with the He revealed that the parts were district hospitals through a WhatsApp manufactured in the US and assembled messaging platform for each facility, at Omenako by the team of local which has hospital administrators. engineers. “For the district hospitals, we have WhatsApp groups for both the Mr Anum said the drones were fitted pharmacies and the labs because they with twin engines and precision are allowed to receive and undertake navigation global positioning systems blood transfusion”, revealed Nana (GPS) “to ensure accurate delivery of Zips were made Akosua. medical supplies”. up of three For supervisory purposes, “the hospital He indicated that “in the unlikely administrator, medical superintendent event of one of the engines failing, the components, and some key personnel at the second engine would be able to make hospitals are also part of the sure the drone delivers the products which made WhatsApp platform”. and is able to get back to base safely”, it easier to adding that “there has not been any Products are also wrapped with a crashes since we began operations”. carry, modify special protective rubber in a form and allowed of a parachute. The order taker alerts Frequently requested medication the flight operator via radio and the Nana Akosua said the facility currently for efficient package is sent to the flight operating stored 148 medical products, which maintenance. unit for dispatch. The flight operating were all currently not delivered unit has a team of 18 engineers. “because we deliver as and when orders are placed”. Flight operations area Sadat Anum, an engineer at the flight One of the key guidelines of Zipline operations area took the visiting team Ghana is its adherence to high quality through the operations of the Zips. standards, which Nana Akosua said He said the Zips were made up of three was “very important because we want components, which made it easier to to avoid cross contamination of blood carry, modify and allowed for efficient and blood products so as to prevent maintenance. infection”.

Mr Kojo Mattah (arrowed) and his team at the Zipline Ghana Centre at Omenako

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Anti-snake and anti-rabies serums were the most requested medical supplies from the centre, something, “which could take days to deliver to villages but is now literally dropped at the doorsteps of citizens within minutes of request and the good thing is that the facility operates 24/7, bringing a huge lifeline to rural dwellers in hard to reach areas”. Another essential medicine requested often by pregnant women with eclampsia was magnesium phosphate. Omenako to Afram Plain is about 5 hours but with Zipline, essential medical supplies are delivered to those hard to reach areas within 45 minutes, cutting down the time by over four hours, “helping to save precious lives”.

Communities served The Omenako Zipline drones delivery centre “currently serves 35 health facilities across three regions of the The 1000th flight of Zipline country and is the largest medical drones’ delivery centre and only the second of such facility in the whole wide world”. Beginning of Zipline The drone journey began in Rwanda The first Zipline medical drones’ and the success story influenced the delivery centre is in Rwanda and now Rwanda government to expand the supplies 20 percent of Rwanda’s blood centre to two (2) different areas. needs. The Omenako Zipline drones delivery centre in Ghana is funded by Zip Line and its partners. Every equipment including the drones was funded by Zip As part of its Line. The facility is wholly owned by operations, the Zipline Ghana and the government of Ghana pays for the delivery of medical centre does 15 products to health centres. deliveries per As part of its operations, the centre day and has does 15 deliveries per day and has the capacity to deliver to over five hundred the capacity to (500) medical centres. deliver to over The Omenako facility is manned by five hundred an all Ghanaian staff, made up of pharmacists and engineers who were (500) medical trained in Rwanda. centres. Zip Line currently operates three centres in Ghana, including Omenako, Mampong, and Walewale. These three (3) have been confirmed and a fourth one is under consideration. Each Zip Komla Etornam Buami, Line facility has about fifty (50) staff. An External Communications Advisor

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Why the Zip Line Project It was also a major intervention in “With Zipline, medical doctors are providing medical supplies in a timely able to attend to patients due to easy manner to many of the areas in the accessibility of medical products and country which would hitherto, have blood. The no bed syndrome has not been able to attend to medical reduced in some hospitals since they emergencies due to the nature of the are treated and discharged the same roads. day”, noted Komla. Touching lives The school did Medical products are received from the Zipline Ghana is truly a lifeline to regional medical stores in Koforidua the health needs of rural dwellers in not have a bus to and the National Blood Service (NBS). Ghana. An amazing story was told convey the sick “Zip Line serves as a hub in that, about the timely delivery of oral whenever there is medical shortage rehydration salt (ORS) to the Mangoase students to the at any health centre, Zip Line is Health Centre, to treat more than 133 always ready to provide blood and students of Mangoase Senior High nearest hospital other medical products to that health School (SHS), who were suffering from and therefore the centre”, Komla added. acute diarrhoea. timely delivery How orders are received According to Seth Tawiah Agbesi, of ORS to us by When orders are received by Zip Line Headmaster of Mangoase SHS, “the Centre, the order taker processes the school did not have a bus to convey the Zipline Ghana, order using the Zip Line procurement sick students to the nearest hospital saved us from a system. The procurement system was and therefore the timely delivery of created by internal engineers from ORS to us by Zipline Ghana, saved us major disaster in California. from a major disaster in our school”. our school. Orders received are also prioritized This and many more stories are based on emergencies and regular emerging since Zipline Ghana came to supplies. Every medical product or the rescue. blood that is supplied has a special Zipline identification number and special package number, which are both scanned into the system.

How medical centres receive orders Orders are made available to health centres using the unmanned aerial vehicles popularly called drones. The drones do not land but descend to a certain level in order to drop the packaged medical items. It takes about forty-five (45) minutes to deliver packages to health centers. Zip line currently delivers to Greater Accra, Volta and Eastern Region.

No bed syndrome is over Komla said he believed that the project is one of the major ways of solving the no bed syndrome in many of Ghana’s health facilities.

A flight operating engineer preparing a packagkage for delivery

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Mr Kojo Mattah, Managing Director of ARB Apex Bank and the Managers in a group photograph with Nana Bofotia Boaponsem II, Krontihene of Sunyani Traditional Council, at the 18th National Managers’ Conference LET’S TAKE ADVANTAGE OF DIGITALIZATION

Speaking at the 18th Annual National “This is a major strength that the other r Kojo Mattah, Managers’ Conference which took place banks can only envy, and it is the envy Managing Director at Sunyani in the Bono Region from of the universal banks as one CEO told of the ARB Apex October 3 to 6, 2019 on the theme: me recently: “you have what any bank Bank has called on “Sustaining Rural and Community should kill for”, he added. Managers of Rural Banking through Digitalization,” Mr Mand Community Banks (RCBs) Mattah drew a parallel to the Managers “The Managers’ Conference, is in the country to endeavour to on how Nokia, one of the world’s most therefore, an opportunity to rehearse make the most of all the business revered mobile phone manufacturers how we can leverage on our strengths opportunities presented to them lost the opportunity to leverage their to help reposition our individual RCBs to help the banks tap from the comparative advantage and therefore and the industry as a whole to stake many transformations taking place lost out. a major claim in the digital banking on the business landscape. cake”, Mr Mattah added. He said the theme was carefully chosen to help the RCBs “critically He encouraged members to take examine the potential opportunities advantage of the E-Learning tools Mr Mattah stated that the and to strategize to take advantage of being provided to upgrade their opportunities available in the digital banking revolution”. knowledge. the digital banking space are vast and charged the RCBs to Mr Mattah noted that, “We remain Omanhene of Sunyani explore all the potentials to undoubtedly the largest bank branch In a speech read on his behalf by their fullest. network in the country with the largest the Omanhene of Sunyani Nana retail customer base”. Bosoma Asor Nkrawiri II, said though

26 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 he believed in the banking sector clean-up, he thought that the Banking Supervision Department of the Bank of Ghana should have been more proactive in their supervisory duties. Nana Nkrawiri II said “if they were proactive and did their work diligently, they would have prevented the decay which befell the banking sector”. “If the Bank of Ghana had done its supervisory duties well, there would not have been the need to pump in more money to help save the banks in the way the country had to scrape for scarce resources to save the sector,” he said. He charged the General Managers to conduct their affairs with humility because the resources entrusted to their care was not their personal resources.

National Association of Rural Banks In her remarks, Mrs Comfort Owusu, Executive Director of the National Association of Rural Banks stated Kojo Mattah, MD, ARB Apex Bank, delivering a speech at the conference that there was much to be gained by the banks through the provision of enhanced customer service to the public. younger members of staff should be trained by the more experienced ones She called on the RCBs to partner with to groom them for future managerial technology firms to pilot programmes roles”. and projects that would inure to the benefit of their customers. He cautioned the General Managers to focus on dignity and honour instead of Mrs Owusu took the opportunity to working for wealth and fame alone. invite members of the public to join in “You the Managers are the eyes of the The younger the celebrations of the Rural Banking Rural and Community Banks (RCBs) in Week which would be taking place at the various towns you operate in and members of staff the Takoradi Technical University from therefore you should be minded by this the 16th of November 2019. and conduct your affairs with tact and should be trained care”, he added. by the more She thanked the ARB Apex Bank and the Bank of Ghana for donating a pick- Self-pampering experienced ones up truck each towards the operations Speaking on the topic: “Nurturing to groom them for of the National Association of Rural Self-pampering for Personal Resilience Banks. in the Workplace”, Dr Emmanuel future managerial Hopeson, revealed that the greatest roles. Brong and Ahafo Chapter President gift people could give themselves was of the Association of Rural Banks to put on a smile, “saying that it is not In a brief remark, Mr Joseph Tachie- happy people who are thankful but Djan, Bono and Ahafo Chapter thankful people who are happy”. President of the Association of Rural Banks called for staff training and He said smiling make us live longer. coaching amongst staff of RCBs. “Do something to make you laugh. Play baby. Make yourself laugh”, Mr Tachie-Djan advised that “the because these things make you more

Q3, 2019 AN ARB APEX BANK QUARTERLY 27 Issue 7 THE RURAL BANKER healthy and live longer. in managing our relationships. “In T-Shirts on Saturdays to make you our lives, we need relationships. We look young, refreshed and trendy to He added that self-pampering was not need love and should extend love to make you look more attractive to your the same as extravagance. It was about people”. partners”, he added. getting the best for oneself without necessarily being overly expensive. “Do something that makes you Dr Hopeson said self-pampering is Dr Hopeson said bad emotions could happy so that you would always be the best and less expensive form of make people take very unpleasant energized to achieve more on the job. helping busy managers to increase decisions including tendering in That is what would help us increase productivity in their work places. their resignations and even killing productivity for our shareholders”, Dr themselves. Hopeson stated. Self-awareness is very important “Wear your snickers and some modern

THE 18TH ANNUAL NATIONAL MANAGERS’ CONFERENCE IN PICTURES ARRIVAL & REGISTRATION

28 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

OPENING CEREMONY

PRESENTATIONS

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SYNDICATE GROUPS

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Q3, 2019 AN ARB APEX BANK QUARTERLY 31 IssueIssue 7 THETHE RURALRURAL BANKERBANKER MUMUADU RURAL BANK - OSINO’S HERITAGE With its headquarters nestled in the heartland in our branches”, he revealed. of Osino in the Eastern Region, Mumuadu Rural He explained that “the Bank has an enviable succession plan with a Bank (MRB) was founded in November 1982 by mix of experienced, talented and five sons of the soil with strong ambitions for qualified professionals to always developing the local economy of Osino. assume leadership positions”. Landmark initiatives bringing the total branch network Mr Agabeh revealed that he would eth Adom-Asomaning to eight (8). love to be remembered for four (4) remains the only one strategic initiatives he has taken These branches include; Begoro amongst the founders since becoming General Manager Branch, opened in 1989, Kyebi of the Bank on the of Mumuadu Rural Bank. These are: Branch, opened in 1995, Koforidua currentS Board of Directors increasing the staff strength “to Branch, opened in 1998, Suhum of the Bank. The rest of the help meet the increasing demands Branch, opened in 2004, Nkawkaw founders are, Mr J.W. Sackey, of our growing customers”. Mr Noah Ansa Darkwa, Mr Branch, opened in 2007, New Abirem Branch, opened in 2013, Kwasi Asumang Adu, and Mr He also led the opening of the and the Nsawam Branch, which was Gyasi Twum. eighth and most recent branch recently opened in 2017. of the Bank at Nsawam, initiated The people story commencement of the construction Current Directors According Mr Benedict A. Agabeh, of a two-storey Head Office Annex The current Board of one of the key initiatives he building, and has expanded and Directors of the Bank is introduced when he assumed the created strategic departments and chaired by Mr Seth Adom- helm as General Manager of the strategic business units to help Asomaning with Dr K. Osei- Bank in 2014 was a deliberate policy better manage operations of the Bonsu as the Vice-Chair. to increase the total staff strength Bank. Other Directors include: from 78 to the current 155. Mrs Caroline Duncan- Offerings Amoah, Ambassador K. Mr Agabeh said, at the time he took The Bank specializes in three key Baah-Duodu, Mr Samuel over as General Manager, the Bank areas including, Credit, Deposit Otu-Boateng, Mr Samuel was under-staffed, “hence the need taking as well as Advisory Services. Opoku-Agyemang, Mr J. to shore up the numbers from 78 Its Credit suite include: Amoafo Danquah, and Dr in 2014 to 155 by 2019 because the a) Consumer Loan Scheme Nicholas Yeboah Aninagyei. number of branches kept growing”. b) Individual Loan Scheme Branch network There are currently 91 males and 64 c) Monthly Overdrafts Scheme From its headquarters female members of staff, “spread d) Susu Credit Scheme branch which was opened across all eight branches of the e) SME Lending in November 1982 at Osino, Bank and serving our customers f) Microfinance Group Credit the Bank currently has with delight”. “This strategy is Scheme seven (7) other branches, meant to help attain gender parity Pg. 34

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BENEDICT AGABEH General Manager, Mumuadu Rural Bank Q3, 2019 AN ARB APEX BANK QUARTERLY 33 Issue 7 THE RURAL BANKER

Benedict Agabeh, General Manager of Mumuadu Rural Bank Philip Appenteng Lartey, with the management team of the Bank Head HR

The Deposit offerings include: According to Mr Agabeh, the unique of the Year 2018 at the Small a) Current Account products offered by Mumuadu Rural and Medium Enterprise Ghana b) Savings Account Bank are “the key indicators of Awards; Long Service Award of the c) Fixed Deposit Account the Bank’s success stories over the Year 2018 by Small and Medium d) Special Savings Account years in the sector with a hallmark Enterprise Ghana Awards; and e) Susu Savings Account of timely delivery”. being a recipient of the Rural f) Lien (Compulsory) Savings Banking Impact Award 2018 by the Account Performance Ghana Business Awards. Advisory Services Below is a three year performance a) Entrepreneurial Skills of the Bank showing an impressive Expectations from Apex bodies Development growth over the years; showing Mr Agabeh expects the Bank of b) Basic Accounting Principles clearly that the Bank is a positive Ghana and ARB Apex Bank to c) Business Record Keeping trajectory. Deposits grew from be proactive in solving issues GH¢44.18 million in 2017 to GH¢50.62 in 2018; total loans disbursed also grew from GH¢41.00 million in 2017 to GH¢48.49 million in 2018. Shareholders’ funds also grew from GH¢9.49 million in 2017 to GH¢10.15 million in 2018, and the Bank’s stated capital as at 2018 stood at GH¢3.92 million, which is well above the Bank of Ghana’s GH¢1.0 minimum capital requirement.

Silverwares won by Mumuadu Rural Bank The Bank has won many awards including; being ranked 31 on the Francis Kotoko, Ghana Club 100 in 2018; being Johnny Osei Animi, Deputy General Manager recognized as Banking Institution Head of IT

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The Bank has won many awards including; being ranked 31 on the Ghana Club 100 in 2018; being recognized as Banking Institution of the Year 2018 at the Small and Medium Enterprise Ghana Awards; Long Service The headoffice of Mumuadu Rural Bank at Osino Award of the Year 2018 by Small and Medium that emerge on the rural banking Graduate School of Management. Enterprise Ghana sector to ensure that Rural and Awards; and being a Community Banks (RCBs) do not Chairman’s perspectives recipient of the Rural suffer the plight suffered by other According to Mr Seth Adom- banks. Asomaning who chairs the Board, Banking Impact Award “Mumuadu Rural Bank has eight (8) 2018 by the Ghana Benedict Agabeh leads the Team branches strategically positioned in Business Awards. Benedict A. Agabeh, became over eight districts of the Eastern General Manager of the Bank in Region. The branches spread form 2014 and has worked in the Bank Nsawam- Adoagyri Municipality for a total of 21 years and five years through Abuakwa, Fanteakwa, as the General Manager. He joined Kwahu to New Abirem. These Mumuadu Rural Bank in 1998 as a vibrant branch networks are ready project officer. to deliver all the needed financial Mr Agabeh holds a Bachelor of Arts intermediations to support the in Business Administration (Banking Government’s One-District-One- and Finance) from the Paris Factory (1D-1F) projects”.

Emmanuel Anor Addo Seth Adom Asomaning, Board Chairman, Mumuadu Rural Bank Internal Auditor

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“Our Bank sponsored the Government’s Clean Ghana Campaign by financing four of the 21-seater toilet facilities at Nsawam in the Nsawam-Adoagyiri District and Somanya in the Yilo Krobo District”, Mr Adom-Asomaning revealed.

He said the Bank was also participating in the Rural Enterprises Project of the Government, where over GH¢ 1.2

Stephen Bakoe Boadu, Michael Otu, Microfinance Coordinator Head of Compliance Transparent Governance The Bank supporter of The Rural Banker Mr Seth Adom-Asomaning, Board magazine. His insightful article Chair and a passionate advocate specializes in on corporate governance was for good corporate governance, three key areas published in Issue # 6 of the said the Bank is very transparent magazine. in their dealings with shareholders, including, Credit, investors, customers, and society at Deposit taking as We promise to bring readers his large. It therefore decided to make well as Advisory next feature article on the Ghanaian full disclosure on all investors in currency, the Cedi. The article the Bank, “since that would serve Services. promises to be riveting. as a catalyst for attracting other investors to the Bank”. Book copies of the magazine in advance. Community support

million had been disbursed to individuals, groups as well as small and medium enterprises (SMEs). Mr Adom-Asomaning stated that the “Bank has supported the payment of medical bills for some indigenes of the area amounting to over GH¢20,000.00, renovated the Osino Police Station, paid for the repair of the Osino Clinic and provided the Clinic with water storage tanks, and donated two computers each to nine basic schools in the catchment area”. Editor’s note: Samuel Techie Larbi, Mr Seth Adom-Asomaning, Joseph Odame Yeboah, Credit Officer Head Office Branch Accountant Board Chair of the Bank is an avid

36 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

Q3, 2019 AN ARB APEX BANK QUARTERLY 37 Issue 7 THE RURAL BANKER

Life Insurance,

Paradise Hotel located along the Kumasi to Accra highway for your PARADISE HOTELS - EXCITED CUSTOMER OF MUMUADU own good.

RURAL BANK No matter how much you have, travelers. there’s a solution for your pocket. aradise Hotel is Sign up for our Boafo Pa policy located on the Mumuadu Rural Bank provides Accra to Kumasi them with various banking services and Yie Die policy. highway, which including credit facilities, savings, and makes them investment products. Pvery visible and easy to locate. Paradise Hotel has been doing business with the Bank for the past five years. Because tomorrow is not promised. They provide rest stop The Bank also provides them with cash services for commuters collection services, “and therefore frees using the highway. The us from the hustle of having to always hotel provides commercial carry cash to the Bank”. washrooms for travelers, restaurant services, super markets, fuel and gas service stations and hotel accommodation for

38 AN ARB APEX BANK QUARTERLY Q3, 2019 Talk to your Life Planner or Broker 0307 084 444 enterpriselifegh [email protected] Issue The Rural Banker 7

Life Insurance, for your own good.

No matter how much you have, there’s a solution for your pocket. Sign up for our Boafo Pa policy and Yie Die policy.

Because tomorrow is not promised.

Q3, 2019 AN ARB APEX BANK QUARTERLY 39 Talk to your Life Planner or Broker 0307 084 444 enterpriselifegh [email protected] Issue 7 THE RURAL BANKER

Linda Dor Hotel located along the Kumasi to Accra highway LINDA DOR HOSPITALITY GROUP - MOST RECOMMENDED REST STOP industry. Mr Benjamin Sam, General Manager of inda Dor, which the hotel indicated that “with support was originally The hotel provides commercial from Mumuadu Rural Bank, we have located at the SOS washrooms for travelers, restaurant been able to grow the business into a Village at Kyebi, services, super markets, fuel and gas very strong brand, which remains till has been noted for service stations. Lthe best meat pies. Passengers date, the most recommended rest stop of the Accra to Kumasi road Linda Dor Hotel, a customer of Mumuadu for travelers along the Accra to Kumasi who patronized the road Rural Bank, has been doing business with Highway”. before the diversion to Bunso the Bank for the past 17 years. Junction, could testify to their sumptuous meat pies. Mumuadu Rural Bank provides them with various banking services, including credit facilities, savings, and Even at the present location, investment products to help grow their the rest stop still provides businesses. extraordinary meat pies, good meals, and accommodation As a prestige customer of the Bank, the services. Bank supports the hotel with advisory services, to help streamline their Linda Dor has therefore earned operations. the most recognized ‘rest stop’ brand for commuters, The Bank also provides Linda Dor especially travelers along the Hotel with cash collection services on a Kumasi to Accra highway. They daily basis “thereby allowing the hotel to operate its business in peace. The are indeed the pace setters The Executive Restaurant located at in the Ghanaian rest stop Bank concentrates on banking and we Linda Dor concentrate on our hotelier services”.

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Dr (Mrs) GLORIA NIKOI 2nd Board Chairperson, ARB Apex Bank Osino Presby JHS MUMUADU RURAL BANK GIVES BACK TO COMMUNITIES With an understanding that having a good rapport with the communities in which they operate is key to a sustainable business, Mumuadu Rural Bank has been engaging in corporate social responsibility projects in the communities in which it operates.

SUPPORT FOR SCHOOLS amount of Ten Thousand Ghana Cedis Station to serve both inmates and ome of the (GH¢10, 000.00) was also donated to officers. The washrooms were in a very projects include, the school for the renovation of the deplorable state. The Bank provided the provision other classroom blocks”. new washroom facilities for the police of educational station last year and the work was infrastructure. Mr Benjamin Osafo, the Headmaster of completed by also providing a gutter SThe Bank constructed the School indicated that “Mumuadu to link the main sewage system”. a temporary pavilion, Rural Bank provide the School with a to replace a dilapidated lot of support. The Bank buys football Osino Clinic Water Project classroom block for Osino jerseys for the school during inter The maternity wing of the Osino Clinic Presby Junior High School school sports competitions and also was renovated by the Bank and also (JHS). supports the school anytime we call on donated a microscope to the clinic. them for help”. It has provided a mechanized borehole for the clinic “to supply water to “The previous structure Renovation of Osino Police Station patients, the staff bungalows and was like a death trap for The Bank also repaired “some leaking especially the maternity ward. In the students and was on roofs by replacing old worn out roofs addition, two water storage tanks were the verge of collapse. The with new roofing sheets”. donated by the Bank to store water for new pavilion is currently use by the facility”. serving as a classroom for In addition, the Bank renovated the some for the students. An “washrooms of the Osino Police

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SOME CSR PROJECTS OF MUMUADU RURAL BANK IN PICTURES

Osino Police Station Osino Police Station

Pavilion provided by Mumuadu Rural Bank Osino Clinic, maternity ward

Pavilion provided by Mumuadu Rural Bank Osino Clinic

Osino Presby JHS Polytank by Mumuadu Rural Bank

42 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 RURAL & COMMUNITY BANKS ARE UNIQUE Joseph Akossey

Bank, Nsoatreman Rural Bank, Asawinso he rural banking Rural Bank, Adansi Rural Bank, etc. concept was introduced in As community based financial 1976 with a view institutions, scores of directors of rural to providing banks are natives of the towns in which financialT intermediation in rural they operate. This helps the directors to areas. The first rural bank to take decisions that reflect the needs and be established was Nyarkrom wants of the customers that they serve. Rural Bank in the Central In contrast, the universal banks are not Region. community based financial institutions. Therefore, they are not able to design programmes that meet the direct needs It is gratifying to note that of the customers in the specific localities the number of rural banks in which they operate. has grown from the initial stage of one to over 140. Serving deprived communities Currently there are over 850 A lot of the branches of the RCBs are branches of the Rural and Joseph Akossey located in rural areas, where the level of Community Banks (RCBs) Head, Proven Trusted Solutions economic activities are low and hence spread across the country. mobilizing deposits can be challenging. The RCBs therefore have the patronized by the people in the area in The universal banks view such areas largest bank branch network which they operate. as unattractive and therefore prefer to in Ghana. do business a lot more in the cities and It can therefore be said that rural banks urban centres. The regulated deposit are established for the communities taking institutions in in which they operate. Per the Bank of Giving bank to the communities Ghana are made up of Ghana licensing requirements for RCBs, As community based financial universal banks, savings community participation in terms of institutions, most RCBs tend to use and loans companies, RCBs, shareholding should not be less than 20 part of their profits for corporate microfinance companies, percent of the total shares. social responsibility programmes among others. In this article, in their catchment areas. Some of we consider the uniqueness The nuanced shareholding structure these corporate social responsibility of these banks. is meant to ensure that people in programmes include scholarships, cash the community have a high level of donations, construction of classroom The uniqueness of RCBs: participation in the running of affairs of blocks, supply of medical equipment to the banks. That is also why the choice health facilities, etc. Community based of names of some RCBs signal to the RCBs are community based people in the area that the bank belongs For example, Atwima kwanwoma financial institutions because to them. The following are typical Rural Bank in Ashanti Region has they are owned by resident examples of RCBs bearing the names of constructed a Senior High School and non-resident members the communities in which they started: (Atwima Kwamwoma Presby Senior of the community through Fiaseman Rural Bank, Nzema Manle High) for Pakayi No. 2 community. The share subscriptions. They Rural Bank, Juaben Rural Bank, Bank also makes cash donation of Ten are also managed and Ahantaman Rural Bank, Kintampo Rural Thousand Ghana Cedis (GH¢ 10,000)

Q3, 2019 AN ARB APEX BANK QUARTERLY 43 Issue 7 THE RURAL BANKER every year to support the same school. In addition to the cash donation, the Bank has been supporting the school with study materials and other logistics. It is noteworthy to mention that school enrolment in the community has increased. Other RCBs and their CSR investments for 2017 are highlighted below:

Name of Rural Bank Investment in CSR for 2017 Lower Pra In409,475 Nwabiagya 96,905 Amanano 114,671 Adansi 104,985 Juaben 55,618 Odotobri 216,140 South Akim 58,390 Amenfiman 159,000 Atwima Kwanwoma 43,980 Ahantaman 198,027 Another important way that RCBs The vast majority of the universal give back to the communities is the banks might not have time for such a fact that, they mobilise deposits from borrower, because the transaction might their catchment areas and grant credit be deemed unprofitable in terms of to deserving customers in the same interest income generation. Scores of catchment areas. This helps to boost RCBs have Mobile Bankers who go to economic activity in the communities the door steps of customers, particularly RCBs focus on low they serve. In contrast, some universal low income earners such as street banks mobilise funds in a particular venders, hawkers, drivers, artisans, just income earners, locality and lend to big businesses to name a few, to collect deposits as low petty traders, outside that locality. This tends to starve as GH¢2.00 daily. businesses, individuals and households micro enterprise with the needed resources to meet their Easy access to key management staff operators, small varying economic needs. In view of the structure of RCBs and the fact that they are community based, holder farmers and Focusing on unserved market segment it is easy for existing and potential other economically Most of the major banks tend to target customers and other stakeholders to corporate entities, high net worth clients have access to the key management active but poor and other profitable clients. Customers staff. at the bottom of the pyramid are often people. This has viewed as not profitable. Most of the key management staff gone a long way operate visit branches in their In contrast, RCBs focus on low income catchment areas as part of their routine to bridge the earners, petty traders, micro enterprise monitoring. This affords customers the gap between operators, small holder farmers and opportunity to meet them to address the banked and other economically active but poor their problems. It is difficult for the people. This has gone a long way to ordinary customer of a universal bank unbanked. bridge the gap between the banked and to have access to key management staff unbanked. because the managers are at the head offices which are far away from the Some customers of the RCBs can apply branches. for as little as GH¢500 micro-credit to start a petty trade. Flexible lending Methodologies It is easy and faster to access a loan Pg. 46

44 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

ADVERT

Q3, 2019 AN ARB APEX BANK QUARTERLY 45 Issue 7 THE RURAL BANKER facility from RCBs than from the universal In contrast, RCBs are community base banks. Branch Managers of several RCBs financial institutions owned by a large have limits when it comes to lending number of people through purchase of without requiring prior approval from the shares. In other words, RCBs are public head office. limited liability companies. This means that, profits go back to the masses who Even where big loans have to be are shareholders in the form of dividend. approved by credit committee at the RCBs individual head office or the board sub-committee Per the licensing requirements for shareholding on credit, it is still faster because the RCBs individual shareholding should approval authorities live in the localities. not exceed 30% of total shares. This is should not exceed meant to avoid the situation in which one 30% of total In contrast, at most of the most of the person dominates in the management universal banks loan requests have to be of RCBs. shares. This is referred to the head office for approval. meant to avoid Again, most of the universal banks do In view of the ownership structure, every the situation in asset-based collateral lending and this year RCBs organize annual general makes it difficult for individuals and meetings (AGMs) to enable board of which one person small business operators who do not directors to account for their stewardship dominates in the have property or other assets to serve as to shareholders. The AGM also affords collateral to access small loans. On the the shareholders the opportunity to fix management of contrary, scores of rural banks offer less directors’ remuneration, elect directors RCBs. In view of than normal collateral loans depending in place of those retiring or vote to on the amount. rotate managers. Fiaseman Rural bank the ownership in the Western Region which is one of structure, every Dual supervision the top leading RCBs had their AGM on Savings and Loans Companies, Finance the 8th June, 2019 and this afforded the year RCBs Houses, Microfinance Companies and shareholders opportunity to demand organize annual RCBs, are supervised and regulated by accountability from the board. the Bank of Ghana. general meetings Conclusion (AGMs) to enable The Bank of Ghana does this through The rural banking sector has a number onsite inspection and off site monitoring. of distinguished features, which make board of directors However, RCBs are unique in the sense the players unique as compared to the to account for that the ARB Apex Bank, which serves orthodox banks. as a ‘mini’ central bank also supervises, their stewardship inspects and monitors their operations The RCBs should therefore leverage to shareholders. for the purpose of complementing the their uniqueness to reach out to the supervisory role of the central bank. unbanked and also attract customers of The staff of ARB Apex Bank Audit other financial institutions. They should department periodically visits individual leverage their uniqueness about the fact RCBs to audit their operations. that RCBs are community based and belong to the people of the communities The onsite visit of ARB Apex Bank Audit in which they operate. staff helps to improve compliance in the areas of Know your customer (KYC), Moreover, the uniqueness of RCBs should capital adequacy ratio, primary and serve as a positioning strategy. The secondary reserve requirements, and general public should therefore have corporate governance practices. confidence and trust in the RCBs because they are resilient in diverse ways. Ownership Structure A greater number of Specialised Deposit Taking Institutions in Ghana are owned by one person, family or a The Author is the head of Proven Trusted Solutions, an employee training and few individuals. This therefore makes development and marketing research firm. them private limited liability companies. Contact: 0207725859 / 0244517833 This implies that returns on investment Email:[email protected] / [email protected] benefit a handful of people.

46 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 MEET OUR RICH CADRE OF GENERAL MANAGERS

Pobi Antwi Donkor General Manager, Ahafo Community Bank Education Institute of Bankers – Ghana. Mr Pobi Antwi Donkor is a native Experience of Asante Mampong in the Ashanti Mr Donkor joined Ahafo Community Region. He started his elementary Bank as a Credit Manager on January education at St. Anthony’s Roman 2, 2006 and rose to became the Catholic Primary and Middle School. General Manager of the Bank on July He attended to St. Joseph’s Seminary 1, 2016. Secondary – Mampong Ashanti for his ‘O’ Level and proceed to St. Hubert Family Life Seminary – Kumasi for his ‘A’ Level. Mr Pobi Antwi Donkor is married to Madam Sabina Pokuaa and God He then obtained BA (Sociology has blessed them with four children: and Political Science) degree from Nyantakyiwaa, Adutwumwaa, University of Ghana, Legon. He is a Amankwaa and Antwiwaa. Chartered Banker from Chartered

Felix Dompreh General Manager, Brakwa Breman Rural Bank International Trade’ in April 2009 during Microfinance spanning over 30 years. the CIB Associateship examinations held Mr Dompreh previously worked in that subject paper. with South Akim Rural Bank as the Microfinance Manager, Manya Krobo He also holds HND (Accountancy) from Rural Bank as the Operations Manager, Accra Polytechnic (Accra Technical and Adonten Community Bank as the University). He had his ‘A’ levels and General Manager. ‘O’ Levels at Ghana Secondary School, Koforidua. He has served in other capacities including Branch Management, Mr Felix Dompreh has undertaken Credit Administration, Micro Finance several courses in Strategic Management, Restructuring, Business Development Banking Operations and Finance, Credit and Training. Administration and Microfinance at the Ghana National Banking College, Family life Management Development and He has a wife and three (3) children. Productivity Institute, GHAMFIN, ARB Apex Bank and the Bank of Ghana. Hobbies Mr Dompreh loves sight-seeing, reading Education Experience and research. He is also a lay preacher at Mr Felix Dompreh is a Chartered Banker He was appointed General Manager of the Methodist Church (ACIB-GH). He received the Merchant the Bank in November 2017. He has a Bank, Ghana prize for ‘Finance of wealth of experience in Banking and

Q3, 2019 AN ARB APEX BANK QUARTERLY 47 Issue 7 THE RURAL BANKER

King W. Jawol General Manager, Ejuraman Rural Bank and Agriculture Organization through of the Bank and leading the re- AFRACA- Kenya. structuring of Operations and Human Experience Capital, setting ERB on the path of real King who described himself as growth. He took over three branches a General Manager with Diverse and recently added a fourth branch. Background, was engaged by newly re-licensed Ejuraman Rural Bank At UBA, King was part of the Best as Chief Risk Officer; a position he Performing Marketing Team on occupied until February 1, 2019, when two occasions. He also received he was appointed as the General Management commendation for Manager by the Board courageous and responsible behaviour His experience spans three major for “solely acting against a disaster” industries including Banking, which could have cost the Bank. Agribusiness and Education. He worked with the United Bank for King is a Rotarian, an awardee of the Africa as a Relationship Manager at Duke of Edinburgh International Award their KNUST Branch in Kumasi until for young people, a 1999 Cultural 2013. He resigned to pursue a passion Ambassador of Ghana to Staffordshire Education for Agribusiness with Wienco Cotton County in the United Kingdom and a King Wisdom Jawol began his Company Limited, as their Monitoring Gold Medal recipient from President schooling at the SDA Preparatory and Logistics Manager in the Northern J. A. Kuffour under the Head of States School in Yendi and proceeded to Jilo and Upper East Regions. Award Scheme for Young People in Junior High School (JHS) in Bimbilla July 2001. after which he joined Pope John’s In 2015, he was appointed as Assistant Secondary School in Koforidua for his Professor of Management at Tubman Family Life SSSCE Certificate. University in the Republic of Liberia. King is married and is blessed with He graduated from Central University three children, a daughter and two with a first class degree in Agribusiness He taught courses in Management, sons. Management in 2007 and earned an Banking and Entrepreneurship until MBA in Strategic Management and July 2017 when he joined Ejuraman Hobbies and Personal Interest Consultancy from the KNUST Business Rural Bank (ERB). He loves writing and debating and is School in 2012. interested in learning new languages. Achievements He also holds a certificate in King is noted for injecting the ethos A polyglot, he speaks six (6) local and Agricultural Lending from the Food of banking into the fairly young staff three (3) foreign languages Dickson Owusu Ansah General Manager, Kaaseman Rural Bank Education Dickson Owusu Ansah holds a Commonwealth Executive Masters Kaaseman Rural Bank Limited in Degree in Business Administration January, 2014. He however, joined the (CEMBA) from the Kwame Nkrumah bank as a clerk in 1989 after obtaining University of Science and Technology. his Advanced Level Education. He rose through the ranks from Clerk through He also graduated in Banking and Branch Manager, Accountant and Finance from Ghana Institute of Deputy General Manager, until he was Management and Public Administration appointed as the General Manager. He (GIMPA). has been in the banking industry for the past thirty (30) years. Experience Mr. Dickson Owusu Ansah was Family life appointed General Manager of He is married to and blessed with five children.

48 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 Michael Agyeibi Agyekum General Manager, Kwaebibirem Rural Bank a Bachelor of Arts degree in Social Communications. Sciences. He is a fellow of Micro Finance Association, United Kingdom. Mr Agyekum then joined the Great African Insurance Company in 1983, Work life and experience worked briefly and finally landed at He is a veteran in the Rural and the now defunct National Savings Community Banking (RCB) industry, and Credit Bank in 1984 as Manager having worked with banks including, Trainee. He was also instrumental in Adonten Community Bank, Ahafo the setting up of Atweabam Rural Bank Community Bank, Denkyiraman Rural in Duayaw Nkwanta. Bank, and Kwaebibirem Rural Bank where he currently serves as the He has a combined managerial General Manager (GM). experience of over 40 years.

He was initially posted to Kwabibirem Training as a relieving GM, but after three In 1989, he was nominated by NSCB to Early life and Education months, he was hired as the attend a 12-week course in FinAfrica Born on September 4, 1954 at substantive GM. He believed that an Institute in Milan-Italy. After the Adanwomase, Michael Agyeibi encouragement from the MD of the course, he was awarded Diploma in Agyekum had his Secondary education ARB Apex Bank made him to take up Banking Economics. He gained a lot of at the T.I Ahamadiyya Secondary full time responsibility at Kwabibirem experience in savings mobilization and School in Kumasi from 1970 to 1976, Rural Bank. project appraisal from FinAfrica. where he obtained O’ and A’ Level Certificates. He did his National Service at His experience at NSCB-Tepa Branch Sogakope Secondary School, where prepared him well for his entry into the He attended the Kwame Nkrumah he was a Geography Tutor. He Rural Banking sector. In 1994, NSCB University of Science and Technology worked briefly after National Service was merged with Social Security Bank from 1977 to 1980, where he obtained as an Assistant Planning Officer in (SSB) now SG-SSB the Department of Transport and Alhaji Siibawaih Yakubu General Manager, Yapra Rural Bank Primary education at Prang in the including the Head Office. As at 2019, Bono East Region. He proceeded to he and his team have managed to Ghana Senior High School in Tamale for open four (4) more agencies located his Secondary education. at Kwame Danso, Kajaji, Parambo/ Sawaba and the latest being the Salaga He obtained a Bachelor of Arts in Agency. Sociology and Social Work and an Executive Master’s in Business He was also able to move the Bank Administration both at the Kwame from the marginal position to a Nkrumah University of Science and satisfactory position within four years Technology, Kumasi. based on the ARB Apex Bank Efficiency Monitoring Unit (EMU) ratings. Experience Alhaji Siibawaih Yakubu was appointed Family life to the current position of General Alhaji Siibawaih Yakubu is married and Manager in December 2003. He joined blessed with children. the Bank as a Clerk in 1991. He has a total of 27 years in Rural Banking. Hobby Education At the time he was appointed, the Football is his greatest hobby Alhaji Siibawaih Yakubu started his Bank had only five (5) Agencies,

Q3, 2019 AN ARB APEX BANK QUARTERLY 49 Issue 7 THE RURAL BANKER

Gordon Kenneth Wotortsi General Manager, Citizens Rural Bank and Finance) from the University of to the level of Head of Internal Audit in Professional Studies Accra (UPSA) in 2014 to 2017. He also headed the Micro 2013 and 2016 respectively. Mr Wotortsi Finance Department of Akim Bosome is currently a level III student of the Rural Bank for a year and served as a Institute of Chartered Accountants Branch Manager for seven months. Ghana (ICAG). He moved to Citizens Rural Bank, as the Head of Internal Audit in November Experience 2017 and was appointed as the Acting With an inspiring beginning, Mr General Manager in August 2018. Wotorshi started work after completing Senior High School (SHS) as a Mobile Achievements Banker and Cleaner at Akim Bosome Mr Wotortsi was directly involved in Rural Bank at the Akim Oda Branch bringing a lot of reforms in all the places in 2001. He later became an Accounts he has worked, including his current Clerk between 2003 and 2004 before employers, Citizens Rural Bank. resigning to pursue more laurels in He said he considers his noble strides education. humbling and is excited to be at the apex of his career in the rural banking Education He did his mandatory National Service sector at the age of 36. Mr Gordon Kenneth Wotortsi began his at the Islamic Education Project (IEP), education at the Koforidua Technical Accra as a teacher between 2007 and Family life University where he studied for the 2008. Born on February 14, 1983, Mr Wotortsi is married with one lovely boy. professional Accounting Technician He later joined Inter-Class Associates qualification. He is also a graduate of Ltd – (ICAL), a firm of Chartered Hobbies and Interests the Institute of Chartered Accountants Accountants, Management Consultants He likes watching games, especially Ghana (ICAG) and is an Accounting and Chartered Tax Consultants at wrestling, football, action movies, and Technician of West Africa (ATWA Koforidua, Eastern Region from 2008 reading novels. He also loves listening qualified) in 2007. to 2010. to good music and plays football and tennis at his leisure times He also obtained a Bachelor of Science He then joined Akim Bosome Rural (Accounting) degree and a Master of Bank Ltd in 2010 as an Internal Audit Business Administration (Accounting Assistant and rose through the ranks John Ametepe Aheto Chief Executive Officer, Agave Rural Bank Martin’s Secondary School ,Adoagyiri, a team leader (Relationship Manager) Nsawam and Nkroful Secondary for Personal and Enterprise Banking at School, Nkroful . the Osu Branch in Accra. He proceeded to University of Cape He joined Agave Rural Bank in May Coast, where he had B.Ed (Hons) 2011 as the Chief Executive Officer degree in Psychology and Ecocomics. (CEO). He later obtained an MBA Exponential growth (International Business) from the Paris Under his leadership, Agave Rural Bank Graduate School of Management. has experienced a tremendous growth with the balance sheet growing from Experience GH¢3.9m in 2011 to GH¢14.8m in 2018. Mr Aheto began his financial sector career from Sinapi Aba Trust in 2002 Family Life and rose through the ranks to become John is married with four children, the Branch Manager in Ho. Delali, Selasi, Fafali and Eyram. Education Mr John Ametepe Aheto had his After six successful years, he moved Hobbies Secondary School education at St. on to Intercontinenetal Bank Ghana as John likes reading,listening and studying the word of God

50 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 Lucy Opoku-Arthur Supervising Manager, Kwahu Praso Rural Bank Trained Teacher. years and rose through the ranks to the Mrs Opoku-Arthur obtained a Higher position of Acting General Manager. She National Diploma in Accounting from then resigned from Adonten Community the Koforidua Polytechnic in 2001 and Bank in the year 2014 and joined Kwahu graduated with an Executive MBA Praso Rural Bank. in Banking and Finance at the Paris Graduate School of Management in 2013. She has been the Supervising Manager of Kwahu Praso Rural Bank for the past Experience five years. Kwahu Praso Rural Bank has She taught for three years. She did experienced an impressive growth under her National Service with Adonten her supervision. Community Bank and given permanent employment with the Bank in 2003 With the help of the Board and her due to her hard work. Lucy worked as management team, she has opened an Assistant Accountant at Head Office two additional branches for the Bank, at and was later appointed as the Branch Anyinam in the Eastern Region and Ejisu Manager of the Koforidua Branch of the in the Ashanti Region. Bank. The Bank’s deposit portfolio has grown By dint of hard work, good customer by a remarkable 400 percent under her Early life and Education relation and prompt response to issues, able watch, something she attributes to Mrs Lucy Opoku-Arthur was born to she was invited for an interview when the “the team work by the management and Mr E.E Antwi a former Head Master of Bank was looking for an Accountant at the mobilization drive put in place”. Presby Boys School, Begoro and Mrs the Head Office. Janet Antwi all of blessed memory. She then became the Accountant at the Family Life She completed Begoro Presby Secondary Head Office in charge of all operations of Mrs Opoku-Arthur is married to Mr School in the year 1992 and continued the Bank. John Opoku-Arthur who is the Eastern to the S.D.A Training College where she Regional Accountant of the Ghana pursued her Post-Secondary Teacher Mrs Opoku-Arthur worked with Adonten Cocoa Board. They are blessed with two Training Education for three years as a Community Bank Ltd for a period of 13 children: Nana Yaw, and Paa Yaw Isaac Sasah General Manager, Gomoa community Bank Science in Administration (Accounting) Enterprise/ J & D Textiles in Accra as an from the Central University and a accountant on Auugust 1, 2005. Master of Business Administration (Accounting) option from the University He later joined Gomoa Rural Bank as a of Cape Coast. He also holds a Chartered Manager in July 2012 and subsequently Institute Bankers Intermediate and appointed as General Manager of Part Two of Institute of Chartered Gomoa community Bank after the Accountants Ghana (ICAG) merger of three erstwhile banks (Gomoa Rural Bank, Gomoa Ajumako Experience Rural Bank and Eastern Gomoa Assin Mr Sasah started his banking career at Rural Bank) in 2016. Amenfiman Rural Bank after completing his National service from 1992 to 1993. Achievements Due to hard work, humility, selfless Some of his major achievements service rendered during his National include: Service with the Bank, he was employed a) Part of the team which helped to by the Board of Directors as a Clerk ensure a successful merger of the Grade One in October 1993. three banks Education b) Led a team to work on the staff Mr Isaac Sasah began his Secondary He rose through the ranks to the salary and grade rationalization education at Snaps College of position of Senior Assistant Accountant, after the merger Accountancy and Secretariyship in Accra the position he held until July 2005, c) Restored the confidence of in the 1988/89 academic year to pursue when he left for Accra to continue with customers and members of the Accountancy programme (RSA II and his education. public to continue banking with III) and completed in the year 1992. He Gomoa Rural Bank did the GCE ‘O’ and ‘A’ Level within the He gained a broad experience in same period. the areas of Credit, Internal Audit, Family life Remittances and Banking Operations Mr Sasah is married to Aneeta and they Mr Sasah further obtained a Bachelor of while working with the bank. are blessed with five children, Stephen, Mr Sasah was employed by Kermah’s Yvonne, Joycelyn, Mildred, and Elsie

Q3, 2019 AN ARB APEX BANK QUARTERLY 51 Issue 7 THE RURAL BANKER

SERVICE QUALITY AND CUSTOMER SATISFACTION IN RURAL AND COMMUNITY BANKS (RCBs) Dr Alhaji Yahaya Abdul-Raman

Relevant Concepts and Key Pillars t the This section deals with the key commencement concepts and pillars that will constitute of rural banking, the framework for ensuring quality almost all the customer service and excellent customer customers satisfaction. These concepts and pillars of RCBs did of service quality are explained in the not have immediate ensuing paragraphs. choices of financial services. TheyA had to deal with the only Customer Service rural bank that was available in Customer service refers to all their communities. organizational efforts that are inter- related and directed towards ensuring that high or excellent customer satisfaction is attained, through the The customers of RCBs delivery of excellent service quality. in the early years of rural Dr Alhaji Yahaya Abdul-Rahman Board Chairman Instead of focusing on the debates in banking are no more the the literature on customer service, there same. Gradually, the level of is the need to pay attention to some awareness of those customers quality and customer satisfaction are just like the two sides of a coin, but practical tips on how to improve on is steadily rising due to many customer service, as suggested by some factors, such as increases they are both integral parts of what is recently termed customer service. In this writers and researchers. Such tips include in the level customer the following: education, education levels piece, the author attempts to avoid a of customers’ children heavy dose of academic and theoretical approach, but will concentrate more on a) Treating your customers like and relations, increasing human beings. This means treating interaction with other relevant material that can be useful to practitioners in rural banking. them with dignity and not being persons from urban annoyed at them for interrupting communities, the gradual your day. entry into rural communities In this magazine, service quality and by other financial institutions customer satisfaction will be published in about three or more parts. Overall, This also means expecting them that were initially operating to act like responsible adults. Too only in urban areas, and the full coverage of service quality and customer satisfaction will deal many businesses believe that good the availability of more customer service means bowing to options for financial services, with i) relevant key concepts, ii) the determinants of service quality and the whims of every customer who such as the mobile money has a complaint. services (Momo) from iii) approaches to the assessment and measurement of customer satisfaction the Telecommunications That solves the immediate companies. as well as the practical application of service quality and customer satisfaction problem of an angry customer, but in the RCB sector. sometimes it is not the best. Know The concepts of service when there is a real problem that

52 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

Q3, 2019 AN ARB APEX BANK QUARTERLY 53 Issue 7 THE RURAL BANKER

needs fixing and fix it well, but do not let people walk all over you.

b) Go beyond the minimum to make your customers love you. If there is a real problem, and you can do just a little more to make a customer’s day, he or she is going to remember it. You will get a lot more repeat business (regular business from the same customer), and word- of-mouth advertising (from the customer to others), if you over- deliver.

c) Do not make excuses. If it is your fault, say so. Never try to blame it on the customer. It is amazing what a difference it can make if you just say “An error has been made, but I will make it right”. Your customer will see you a lot differently if you do not make excuses. get any better on its own. Follow up. unavoidably and closely linked to the d) Do not take it personal. The Call after a problem has been dealt concept of service quality. customer is directing his/her with. frustration at you. However, The three key characteristics of services the customer is angry about Service quality and customer are intangibility, heterogeneity, and the situation, not angry at you, satisfaction inseparability. This point is further specifically. Taking things personally According to many writers and reinforced by the fact that services, by just introduces anger into the researchers on this subject, a service their nature, do not lend themselves situation and makes it harder to fix is basically an intangible performance to counting, measuring, testing and the problem. delivered to another party by an inventory. Given these characteristics, individual, a group or an entity. The firms are constantly put in very difficult e) Listen to your customers. Do not terms “quality” and “service” are situations where they have little or no assume you know what they want. control in determining how consumers Your customers may have some perceive and assess the quality of their good things to say, even if they are service. not experts in your business. Some experts have pointed out that that f) Think about what you are “quality” is the meeting of a customer’s promising to your customer. It is requirements. Whilst this definition is easy to get carried away and offer useful, many have maintained that it more promises than you can easily The three key is very tedious to define quality. Many deliver. Always pay close attention characteristics support the definition that quality is to what you are promising, and based on the perception of the customer; do not let a customer talk you into of services are and therefore quality is defined as doing the impossible. whatever the customer perceives as intangibility, quality. This article adopts the meaning g) Allow the customer to feel like of service quality given by Gerson he/she is a priority. Do not answer heterogeneity, (1993) that is based on the customer’s the phone call of your customer perception and judgement; whilst doing something else. Spend and inseparability the few minutes it takes effort which states that quality is what the to really pay attention to your customer says it is. customer. Based on the close linkage between h) Get to tackle the problems right service quality and customer satisfaction, away. No one wants to deal with it is generally accepted that a customer something unpleasant, but if you who rates a service as good quality is let a complaint sit, it is not going to a satisfied customer; whilst a customer

54 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 who rates a service as poor quality is a or classifications can be made; and dissatisfied customer. these are described in the ensuring paragraphs. Achieving high levels of customer satisfaction requires that organizations Satisfied Customer: Only a good service continually monitor and examine the quality will result in a situation where experiences, opinions, and suggestions there are satisfied customers. In the of their customers and people who are measurement of customer satisfaction, potential customers. Improving service there can be further sub-classifications quality to meet customers’ standards is for a satisfied customer, such as a an ongoing part of doing business. satisfied customer and a very satisfied Only a good customer. Captive Customer service quality A captive customer is a customer Dissatisfied Customer: A dissatisfied who keeps doing business with an customer can be found in a situation will result in organization because he/she has where there is poor service quality. In the a situation no other option even if he/she is measurement of customer satisfaction, dissatisfied. In many of our rural bank there can be further sub-classifications where there agencies, there are no other financial for a dissatisfied customer, such as institutions. The fact that our customers a dissatisfied customer and a very are satisfied continue to do business with our dissatisfied customer. banks does not mean that they are customers satisfied with our services. They have Partial Satisfied/Dissatisfied Customer: no choice. This situation makes them In many studies on customer satisfaction “captive customers”. One indicator that and service quality, some customers do our customers are satisfied with our not rate a service as good quality or poor service is that customers continue to quality, but rather rate it as marginal do business with our bank, even after a quality. competitor has appeared in our business environment. Where a study finds out that a service Satisfied and dissatisfied customers delivered is of marginal quality, the In studies and surveys to assess or customers who provide such a rating measure customer satisfaction and or assessment are described as service quality, various categorizations partially satisfied customers or partially

MAYE HOT COMMUNITY BANK-SERVICE CHARTER S/No. Performance Standard Maximum Duration (Example) 1 Opening of a new account by a new customer 40 minutes 2 Opening a new account by an existing customer 20 minutes 3 Making an Inquiry and receiving a response 20 minutes 4 Receiving a requested cheque book-new customer 7 working days 5 Receiving a requested cheque book-old customer 5 working days 6 Provision of an ATM Card 3 working days 7 Providing a requested bank statement 5 minutes 8 Acknowledging a correspondence Same day 9 Approval/disapproval of a loan request 5 working days 10 Approval/disapproval of an overdraft request 5 working days 11 Renewal of a loan/overdraft facility 3 working days 12 Making a deposit 10 minutes 13 Making a withdrawal 10 minutes 14 Receiving a requested Payment Order 10 minutes 15 Making a transfer to another bank 5 minutes 16 Making a transfer to another account in the same bank

Q3, 2019 AN ARB APEX BANK QUARTERLY 55 Issue 7 THE RURAL BANKER dissatisfied customers. suppliers and internal customers. service quality and customer satisfaction will be the main component of the next Customer Service Charter (CSC) External customer publication or the part II of this article. A Customer Service Charter contains The external customer is the final key service performance standards customer in the chain of service delivery. To be continued… in a customer-focused organization. He/she is the final recipient of the final Standards of customer service output, whether a tangible product identify and communicate what or a service, which is intangible. He/ About the author constitutes satisfactory performance she is an outsider and is not part of Dr Alhaji Yahaya Abdul-Rahman is a for all employees and customers. These the organization. It is the perception of Practicing Chartered Accountant since standards provide uniform measures this external customer that matters. In 1995 and holds a PGD from Coady for all staff, and promote consistent the banking sector, the account holder Institute. Canada. He holds a BSc Admin strong customer service. Once those (of a savings, current, fixed deposit (accounting), an M. Phil in Social Work performance standards are in place, account) is the bank’s external customer. and a Ph D in Public Admin, all from an organization can hold employees When assessing or measuring service Legon, with research experience in accountable for performing below the quality, it is the perception of the service quality and customer satisfaction. expected performance standards. The external customer that matters. It is this Outside rural banking, Dr Yahaya has CSC (which contains the performance perception that determines whether a occupied positions (1995-2008) as Chief standards) is like the performance- bank’s service is good quality, very good Auditor, Credit Manager, HR Manager, compass for a customer-focused quality, marginal quality, poor quality or and Financial Controller at places such organization. A typical specimen of a very poor quality. Whilst this publication as GCB Bank, ELF Oil (now Total) and CSC contains the following, among other is the beginning, the methodology of GIPC. Dr Yahaya has been associated requirements: measuring service quality will be the with rural banking since 1984-85, final stage of the series of publications when he was a manager trainee at Client Service Unit (CSU) on this subject. the Nandom and Naara Rural Banks. A client-focused bank must have a CSU. Between 1985 and 1990, he managed The CSU monitors how employees are Determinants of service quality and the Sonzele and Bessfa Rural Banks. Dr complying with the service standards customer satisfaction Yahaya has over 20 years consulting and within the service charter. The CSU is the Understanding the determinants of lecturing experience with the EU, EC, place where dissatisfied or aggrieved service quality and customer satisfaction UNDP, World Bank, VRA, Ghana Govt, customers can go to seek redress. is the heart of this subject on customer the National Banking College, UPS, and Despite the existence of a CSU within a service. It is the concern for excellent UDS. He is currently the CEO/Managing bank, all employees must continuously customer service that compels service Partner of Ruyan Consult, a firm of keep in mind that the maintenance of providers to know and how to improve Chartered Accountants and Management quality service and ensuring customer upon the key determinants of service Consultants satisfaction is the responsibility of all quality. Focusing on the determinants of employees. Every employee must play his/her role excellently.

Internal customers and suppliers In all organizations, employees have to work in a well-coordinated manner so as to satisfy the external/final customer. In a situation within an organization, the work of employee B may start from where the work of A ends. In this simple situation, B is the internal customer of A who is the internal supplier of B. Where B’s work output becomes the input for the work of C, B now becomes an internal supplier to C who is B’s internal customer. Internal suppliers and customers are employees. Where there is poor coordination between internal suppliers and internal customers, customer service may be poor, and service quality can be assessed or rated to be of poor quality, thereby, resulting in customer dissatisfaction. The external customer eventually suffers from the poor coordination between internal

56 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

OUR BOARD CHAIRMEN

Hon. Anthony Effah Chairman of the Board of Directors, Brakwa Breman Rural Bank

experience in teaching Region of Ghana. Economics and Banking at various academic and Directorship professional institutions in He was elected to the board Ghana. of Brakwa Breman Rural Bank on August 14, 2010 Experience and is currently the Board He worked with Merchant Chairman. Bank from 1990 to 1999, and subsequently worked Hobbies with Fidelity Discount Hon Effah is a philanthropist House from 1999 to 2005, and has a passion for youth United Bank for Africa from development 2005 to 2006, and Fidelity Bank from 2007 to 2011. While at Fidelity Bank, he held various executive management positions, first as Director, Credit Risk Management, Director Corporate Banking and later Director, Risk Management and Compliance. Education Hon Effah became the Hon Anthony Effah qualified as a Chartered Banker Managing Director of in 1998, having come out as the overall best student Express Savings and Loans at the final examinations of the Chartered Institute Company from July 2011 of Bankers, Ghana. In October 2012, he was awarded to February 2013 when he a Fellowship of the Institute for his invaluable resigned and set up his own contribution to the banking industry in Ghana. company, A E Microfinance Company Limited. He holds a first degree in Economics (1985) and Executive Master’s Degree in Finance. He is the Member of He has pursued various professional courses in Parliament for Asikuma- Ghana and abroad including USA, Britain, Dubai, Odoben-Brakwa South Africa, Kenya and Senegal. He also has a wide Constituency in the Central

Q3, 2019 AN ARB APEX BANK QUARTERLY 57 Issue 7 THE RURAL BANKER Sampson Amofa-Kra Chairman of the Board of Directors, Atwima Mponua Rural Bank

Committee. KNUST SHS, Kumasi, and T.I. Ahmadiyya SHS, Fomena; His church, the Methodist and from 2015 to 2016, he Church Ghana, appointed was a Council Member, him Administrator for representing Director- the Freeman Centre for General of GES on the Leadership Development, College Council of Offinso Kumasi (2001 – 2004) College of Education. and Administrator for the Methodist Women’s Family Life Training Centre, Kwadaso He is married with four (4) (2009 – 2013). children who have all been independent adults for Innovations and many years. His main family Achievements responsibility and source of As a Director of Education joy since his father died in (2003-2007), complying 1977 is that his 107-year-old with a directive from the mother has been living with then Minister of Education him since 2008. to take action on ‘‘The spate of embezzlement Hobbies and Personal recorded in the District Interests by the Auditor-General”, Mr Amofa-Kra loves Mr Amofa-Kra, virtually driving, listening to music, single-handedly recovered watching movies, and Education to Government Chest, listening to discussions on Mr Sampson Amofa-Kra holds a Master of Education unearned incomes from national issues, especially (M.ED.) in Educational Administration from the Officers of the then Ahafo- Newsfile on Joy News University of Cape Coast, where he wrote a thesis on Ano South (Mankranso) TV and Joy 99.7 FM on the topic: “Personal Participation in School Financial District Education Office Saturday mornings. He is Administration: the Case of Public Boarding in the Ashanti Region, also a proponent of the Secondary Schools in the Cape Coast Municipality amounting to over practical demonstration and of Ghana”. He also holds a Teacher’s Certificate GH¢75,000. teaching of transparency ‘A’ (4-Year) and a BA in Economics and Sociology and accountability in the from the University of Ghana, Legon. He also holds From 2002 to 2003, he was corporate governance a Post-Graduate Certificate in Education from the the National Reconciliation process University Cape Coast. Commission (NRC), Zonal Manager for both Ashanti Directorship and Eastern Regions; 2011 He was initially co-opted to the Board of Directors to 2017 he was a Board of Atwima Mponua Rural Bank on June 1, 2015 and Member, representing was officially elected as a member of the Board the Director-General of on December 18, 2015 and subsequently voted as Ghana Education Service Chairman of the Board of Directors on July 30, 2019. (GES) on the Board of Mr Amofa-Kra was also a Board Member of St Governors of two (2) Senior Peter’s Cooperative Credit Union, Kumasi for eight High Schools (SHS) in the (8) years, where he was Board Secretary and Ashanti Region, namely also served as Chairman to the Education sub-

58 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 Bright Dogbefu Chairman of the Board of Directors, Ejuraman Rural Bank

Mr Dorgbefu worked with including, Best Link Global the erstwhile UT Bank (Ghana) Limited (a licensed Limited, between January Cocoa Buying Company), 2010 and February 2012 MBP Limited (a Civil as a Senior Relationship Construction Company), Manager in charge of BF Properties Limited (a Telecommunications, Real Estate Development Oil and Gas, Mining and Company) and BF Energy Construction. He also Limited (an Oil Trading worked at Access Bank Company) Limited, as a Relationship Manager in charge of the Family Life same portfolio. Mr Dorgbefu is married with four (4) children. He bagan his Banking career with United Bank Hobbies of Africa (Ghana) Limited He loves reading, watching (UBA) in September 2004. football and playing lawn During his four-and-a-half tennis years (between September 2004 and June 2009) working with UBA, he held several positions including, Head of Energy Desk, Relationship Manager in charge of Multinational Education and experience Corporations, Mining, Mr Dorgbefu holds a Bachelor of Arts and M. Phil Telecommunication and degrees, both in Economics from the University Construction sectors. He of Ghana. He has attended several local and has extensive experience international training programmes in the areas in Corporate Finance of Executive Leadership, Corporate Governance, (including Project/Property Oil and Gas, Project Management, Structured and Financing), Credit and Trade Finance, Advanced Credit Analysis, Corporate Relationship Management. Finance, Marketing and Relationship Management, Negotiation Skills, Maritime Rules, etc. Directorship As Chairman of the Board An Economist, he is also a Corporate Banker of Directors of Ejuraman and Entrepreneur with over fifteen years of Rural Bank, Mr Dorgbefu professional working experience spanning Banking, works with colleague Energy, Construction, Real estate Development, Directors to institute good Telecommunication, and Business Advisory. corporate governance structures, and instill He is the co-founder and Executive Director of BF rigorous risk and credit Petroleum Limited (an Oil Marketing Company, regimes at the Bank. licensed by National Petroleum Authority). Mr Dorgbefu also currently Prior to co – founding BF Petroleum in March 2012, sits on other Boards,

Q3, 2019 AN ARB APEX BANK QUARTERLY 59 Issue 7 THE RURAL BANKER Michael Morant Ezan Chairman of the Board of Directors, Ankobra West Rural Bank

Mr Ezan actively Appreciation). The seminars encouraged and attracted the attention of provided technical the World Bank. advice to promoters for the establishment of Hobbies Ahantaman Rural Bank and He loves golf and football Lower Pra Rural Bank. and has held the positions of Captain, Vice-President and He proposed the new President of the Achimota name Ankobra West Rural Golf Club, Achimota. He Bank to replace Esiama is keen in Rural Banking Rural Bank, for approval education and was an by Shareholders at an examiner and moderator Extraordinary General on Rural Banking for the Meeting (EGM), which was Professional Examination adopted and ensured a at the Ghana Institute of reactivation of Ankobra Bankers West Rural Bank in the year 2000. As Chairman of the first Rural Bank in Western Region, he organized seminars under the auspices of the National Association of Rural Banks Education to help educate directors Mr Michael Morant Ezan holds an Associate Diploma in the Western Region on from the London Institute of Bankers and was board meeting procedures. awarded a Fellowship of the London and Ghana Institute of Bankers in 1977. He acted as lead resource person in the mid-1980s Directorship and involvement with Association of when the Association of Rural Banks Rural Banks organized its Mr Ezan has been Director of Ankobra West Rural Rural Banking education for Bank since 1978. A founding member of the directors throughout the National Association of Rural Banks, he was its country. first National Treasurer from 1981 to 1993 and had acted as President of the Association when the idea The seminars focused of having an Apex Bank (on the lines of the Rabo on “Basic Banking Bank) was proposed. Procedures”, “Rural Banking Accounting”, He co-signed a letter with the late J. A. Bronyah, “Basic Lending Principles”, the then National Secretary of the Association and “Preparation of Bank of of Rural Banks, to Bank of Ghana proposing the Ghana Prudential Returns” consideration of the establishment of an Apex Bank and “Rural Banks Balance for the future growth and sustainability of Rural Sheet” (Understanding and Banking in Ghana.

60 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 Kwame-Gazo Agbenyadzie Chairman of the Board of Directors, Agave RB

He held several executive positions and served on various committees in both local and international insurance organizations. He also served as the President of the Ghana Insurers Association, Vice-President of the Chartered Insurance Institute of Ghana (CIIG), member of the Executive Council of the West African Insurance Companies Association and the African Insurance Organization.

Directorship He joined the Board of Agave Rural Bank in August 2006, serving in several positions including Vice-Chairman of the Board and Chairman of the Audit, Risk, Compliance and Finance Committee of the Bank. He assumed the Chair of Education the Board in August 2019. Mr Kwame-Gazo is a Chartered Insurer, an Associate of the Chartered Insurance Institute (ACII), U.K., He also serves on the Board of a Fellow of the Chartered Insurance Institute of Dabala Senior High School. Ghana, the Actuarial Society of Ghana, and the West Mr Kwame-Gazo currently African Insurance Institute. serves as the Chairman of He holds an Executive MBA in Finance from the the Professional Standards University of Ghana Business School, and a Bachelor Committee of the CIIG and of Science degree in Statistics and Mathematics also sits on the Board of the from the University of Ghana, Legon. He also holds industry regulator, the National a Post-Graduate Diploma in Actuarial Science from Insurance Commission. He the City University, London, UK, and a Diploma in also serves as a Non-Executive Insurance and Risk Management with distinction Director on Boards of other from the West Africa Insurance Institute. companies in the insurance and pensions industry. Experience He has over three decades of experience Hobbies in insurance. His last position in executive Mr Kwame-Gazo is a management was as the Chief Executive Officer of well-known supporter of Metropolitan Insurance Company (MET Insurance), development programmes and now Hollard Insurance Ghana, a position he held an opinion leader in the Agave until his retirement in 2015. Traditional Area

Q3, 2019 AN ARB APEX BANK QUARTERLY 61 Issue 7 THE RURAL BANKER Nana Bram Okae II Chairman of the Board of Directors, Ga RB

total of nine branches. The Ga-Connect branch network expansion Ga-Connect, a digital is in line with the Bank’s banking solution is a form policy to get very close to of electronic channel the unbanked population (solution), which offers with its bouquet of services. convenience to customers. It is one of the surest ways the Products under his tenure Bank intends to leverage on E-Susu technology to attract new Recently, Ga Rural Bank customers as well as retain embarked on E-Susu existing ones. banking, where agents The Ga-Connect runs on of the Bank go to the a short code *365*212# field to collect deposits and provides an enhanced from depositors who are transactional platform registered customers of the to deepen the quality Bank. This micro-savings of the Bank’s customer strategy is in fulfillment of engagement and their the Bank’s quest to increase experience of doing its deposit base and also business with the Bank. create jobs for the youth in the community. It enables customers to have full control of their E-Susu employs a accounts in the comfort of technology known as their homes. Customers can mobile cash collection. It seamlessly perform banking provides a unique way of transactions such as make Education mobilizing funds for the deposits, withdrawals, Nana Bram Okae II, holds a Bachelor of Arts honours Bank and it has been very transfers, payment of from the University of Ghana, Legon (1971),Post useful in enhancing the school fees, payment of Graduate Diploma in Linguistics and Language deposits of the Bank since subscription for DSTV, GOTV, Teaching (Edinburgh, 1975), and Masters in its inception two years ago. ECG Bills, etc., without Education (Exeter, 1980). The key objectives for the physical interaction, through introduction of the E-Susu their mobile phones. Directorship scheme are: He first joined Ga Rural Bank as a shareholder in Family Life 2010 and became a Director in 2011. He was elected a) Bring banking to the He is married with four adult Chairman of the Board of Directors in 2013, when Mr doorstep of everybody, children, the last of whom is G.S.K. Anku exited the Board as its chairman. especially those with little 40 years old. or no financial services Achievements b) Provide a channel for Hobby Under the leadership of Nana Bram, Ga Rural savings through daily cash Nana Bram was a columnist Bank has seen an unprecedented growth in its collection for the Daily Heritage fortunes, culminating in the opening of four (4) c) Provide effective and newspaper for several years new branches (agencies) within the last seven years efficient personal banking in the catchment area. The agencies are located services to lower income at Kwabenya, Medie, Djanman-Pokuase, and earners and micro-traders Ablekuma. through innovative The old branches are Amasaman (headquarters), solutions. Achimota, Taifa, Kokrobite and Mallam, making a

62 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 Kennedy Obiri-Yeboah Chairman of the Board of Directors, Okomfo Anokye RB

Experience priority achievement has been He started his Accountancy championing the computerization training at Kumasi Polytechnic of the operations of the Bank. He (now Kumasi Technical Univerty) in championed the introduction of 1986. He did his National Service at payroll preparation and reporting, Krachi Secondary School between core banking, assets register, 1989 and 1990 where he taught attendance clock-in device, car and mentored students for GCE O tracking device and Human level Principles of Accounting. Resource Management software, His professional work experience with emphasis on performance began at Ashanti Goldfields management. Company Limited (AGC), Obuasi in 1993. He was transferred to the As Chairman of the Audit Bibiani Mine in 1999 as a Senior Committee, he helped improve Accountant and rose to become control systems at the Bank. This the Finance Manager for Central standard has been maintained and African Gold and Noble Gold has resulted in reduction in fraud Bibiani Limited, from 2007 to 2013. cases. He is currently a Senior Accountant at the Kwame Nkrumah University Over the last 15 years as Director, of Science and Technology, Kumasi branches of the Bank have grown where he is in charge of Financial from 4 (four) in 2003 to nine (9) Reporting. in 2019, two of which were added during his chairmanship. Deposits Directorship have also grown from GH¢2.3 Mr Obiri-Yeboah joined the Board million in 2007 to over GH¢50 of Okomfo Anokye Rural Bank million in 2019 and profit soared at the end of the Annual General to almost GH¢1 million in 2017. Education Meeting (AGM) of shareolders of Between 2014 and 2019, deposits Mr Obiri-Yeboah is a Chartered Accountant by profession and the bank in November 2003. At have grown from GH¢18.2 million a member of the Institute of Chartered Accountants, Ghana. that time the Bank was undergoing to GH¢50 million, a whopping 175 He holds two (2) Master’s Degrees: Commonwealth Executive restructuring. The relieving percent growth. The Bank’s stated Master’s in Business Administration (CEMBA) and Master of Manager was Mr Antwi-Appiagyei capital is well over the regulatory Business Administration (Accounting option), both from the who recommended Mr Obiri- requirement and increases Kwame Nkrumah University of Science and Technology, Kumasi Yeboah and three others, namely, marginally each year. in 2013 and 2015 respectively. Mr Raphael Tufuor ( formerlly of the Controller and Accountant Family life In 2007, he studied at the Graduate School of Business at the General’s Department), Lawyer He is married to Juliet, a Social University of Cape Town, (UCT) South Africa and earned the Kwasi Bempa, a private legal Studies Tutor at Osei Tutu Senior degree of Associate in Management, (AIM) (Managemet Practice practitioner and Mr Opoku Debrah, High School with whom he has major), an intermediate management development programme, to join the reconstituted Board. four (4) children; namely Mercy organised by the UCT Graduate School of Business (GSB) in The Chairman of the Board at the (23 years old), George Duncan (21 collaboration with the management of Anglogold Ashanti. time was Mr Kofi Anokye Manu, years old), Reginald (19 years old) then Headmaster of Okomfo and Kennedy Junior (11 years old). He entered Osei Tutu Secondary School at Akropong in Kumasi Anokye School High School who in 1977, where he earned his GCE ‘O’ Level in June 1982 and then had been on the previous Board Hobbies continued to Swedru Secondary School, Agona Swedru, in the for some time. Mr Obiri-Yeboah’s hobbies Central Region, completing his GCE ‘A’ Level in June 1984. Mr Obiri-Yeboah was appointed include listening to current He has attended many post qualification and on the job training Chairman of the Board of Directors affairs programmes on Radio programmes in Ghana, UK and South Africa. He has also of Okomfo-Anokye Rural Bank in and Television, watching soccer attended many workshops organized by Bank of Ghana, ARB March 2014. and browsing the Internet for Apex Bank, Association of Rural Banks and the Okomfo Anokye professional and other political Rural Bank all aimed at sharpening his skills as a Director and a Achievements news from around the world Corporate Governance expert. Throughout his tenure as a Director and Chairman, his one major or

Q3, 2019 AN ARB APEX BANK QUARTERLY 63 Issue 7 THE RURAL BANKER

Kojo Mattah (extreme right) receiveing the coveted Best Rural Banking Services Provider award INLAKS HOSTS SUCCESSFUL DIGITAL BANKING CONFERENCE

Over 28 speakers and well-respected Managing Director/CEO of Inlaks nlaks, one of Africa’s thought leaders in the financial In a welcome address, Femi Adeoti, leading information services, technology solutions and Managing Director/CEO for Africa technology solutions allied companies presented papers on Operations at Inlaks, stated that provider, has hosted a strategic areas on technology, banking, technology was evolving very fast successful Digital Summit regulation, and digitalization on the “and Africa could not afford to be left inI Lagos, the commercial capital West African banking ecosystem. behind”. of Nigeria. The summit, was held In a short presentation, Ade Shonubi, on Saturday, October 19, 2019 at Deputy Governor of the Central Bank Mr. Adeoti expressed his gratitude the plush Lagos Continental Hotel of Nigeria (CBN), noted that the to the Regulators, partners of Inlaks, on Victoria Island on the theme: Regulators of financial institutions and other conference participants “Unlocking the Opportunities in are more concerned about the social for accepting their invitation and the Digital Banking Age”. dynamics and the cost of changes in participating in the maiden Inlaks the financial sector than the bottom- Digital Summit. line. Shonubi noted that, “at the CBN, He said it was an honour to serve all The maiden summit, brought we operate as Social Scientists and their clientele, adding that, “despite together over 500 experts we concern ourselves more about the challenges Inlaks faced in the on information technology the social impacts that all these past, we are happy today about the and cyber security, governors technological disruptions would have organization we have built together”. of central banks in Western on the jobs of the people”. He stressed that the banking industry, and Central Africa, Managing Shonubi commissioned state-of- like many other sectors of the economy Directors and Chief Executive the-art intelligent automated teller has been facing a myriad of challenges, Officers of Africa’s top tier machines (ATMs) being introduced to with old technologies giving way to banks, to deliberate on how the Nigerian market. The first batch new ones through disruption. to leverage on technology to of the ATMs, which offer a variety of improve customer experience in banking solutions are being deployed Mr. Adeoti said it was therefore African banks. by First Bank of Nigeria. gratifying that diverse speakers were

64 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 selected to cover several topics, including, how to take advantage of disruptive technologies in the banking space. According to him, “many years ago, no one could have predicted the volume of electronic transactions we are witnessing today”, adding that “by the year 2025, many people would think of only device based materials as the store of value for their bank accounts, instead of physical materials such as cheque books and debit cards delivered to the customers by banks”. He said some of the technology disruptions we are witnessing today were once witnessed by hitherto Ade Shonubi, Deputy Governor of CBN with microphone, commisioning the intelligent ATM market leaders such as Blockbuster, Blackberry, Kodak, etc. stressed. security trend in the banking arena”, “One of the experiences we learn from he added. some of these market leaders of their He therefore charged banks to adopt time is that, no industry is immune and evolve concrete digital banking He said the summit was meant to from disruption. Financial institutions strategies to prepare them for the address the needs of the young need to understand that very shortly, future. and internet savvy population with they would not be competing against the right and customized banking other banks, instead they would in He said “four of the top five reasons solutions. addition to competing with banks, be banking customers would switch is He encouraged participants to use competing against technology players because of the customer experience”, digital solutions to solve the pressing like Amazon, Facebook, Apple, Google, adding that “African banks must focus financial needs of the growing and possibly, Alipay”, Mr. Adeoti on customer experience”. population on the African Continent. He added that banks should enhance Tour of the “hatch” their human resources with innovative One of the highlights of the summit talents, in addition to the traditional was a tour of their Lagos Headquarters bankers, because such innovative by key partners, and summit talents would appreciate modern participants. The tour of the facility, trends such as machine learning, block which was facilitated by Olufemi chain, cloud computing, and artificial intelligence solutions. Executive Director According to Tope Dare, Executive Director, Infrastructure Business Unit at Inlaks, there were four key four of the top takeaways from the summit, which were, launching new digital brands for five reasons companies, how to digitalize internal processes to serve customers better, banking modernizing the digital experience, customers would and launching a new digital banking process. switch is because He stated that the 2019 Inlaks Digital of the customer Summit was meant to bring a whole experience new digital banking experience to the people of Nigeria and Africa at large. “It was meant to shift the digital Mr Femi Adeoti, MD/CEO of Inlaks banking experience to put together and expose participants to the global

Q3, 2019 AN ARB APEX BANK QUARTERLY 65 Issue 7 THE RURAL BANKER

An ideation centre at the hatch, insired by legendary Steve Jobs A work station at the hatch

Muraino, Executive Director, Financial reputation as the foremost ICT and Ghana”. Business Unit, was meant to acquaint Infrastructure Solutions Provider, the partners and Digital Summit helping customers effectively seize He said the award would spur the participants about the full operations new market and service opportunities. Bank on further to improve its service of the company. delivery to its network of 144 Rural and With an impressive customer base Community Banks. According to Mr. Muraino, the “hatch” that includes six Central Banks in West CAL Bank, Consolidated Bank, was set up to host young talents from Africa, 18 of the 24 banks in Nigeria Opportunity International, and the across the African Continent who could and other major customers in the West Bank of Ghana were also awarded with nurse their ideas and innovate creative African region, Inlaks has become the various silverwares. solutions to the customers’ needs. dominant Information Technology Overall, over 24 awards were won He revealed that, since its creation, Company in Africa. by various financial services industry the “hatch” has hosted a Hackathon players from across the African Inlaks’ customers cut across various Continent. Summit for technology nerds from segments including Banking, Ghana and Nigeria, adding that, “all Telecommunication, Oil/Gas, Power, Editor’s note: of the participants in our maiden Utilities and the Distribution sectors of The “hatch” at Inlaks is one of the hackathon have been employed by the economy. For more information, most innovative idea incubation labs Inlaks because they brought on board please visit www.inlaks.com in Africa. With the evolving working very creative ideas”. www.summit.inlaks.com space and the desire of millennials to be accommodated in a more flexible He stated that the facility was not ARB Apex Bank chalks another first working environment, the “hatch” by configured along the lines of the As part of the 2019 Digital Summit Inlaks provides the perfect fit for them regular office setting, but rather hosted by Inlaks, ARB Apex Bank to test their ideas. provides a relaxed atmosphere to help was awarded the ‘Best Rural Banking the “technology geeks who work with Services Provider” at the well-attended The work environment is cozy and Inlaks, to identify issues and solve ceremony. provides the nuanced ambiance for the problems for our clients from all over “young talents who are willing to test the world”. The award is confirmation of the the boundaries of crazy but productive seamless transformation ARB Apex ideas”. “You can see here that we even have Bank is bringing to the rural banking concepts such as the village concept space in Ghana. Millennials do not want to go to building, and play grounds to help work in three-piece suits and get Kojo Mattah, Managing Director of ARB tied down to a desk in the typical 8 the tech innovators to wind down; Apex Bank who picked the award on it has changing rooms because our am to 5 pm routine and regimented behalf of the Bank said, “We are happy working environment. Inlaks’ ideas tech nerds can stay on for odd hours. to be recognized at this important It also comes with a sick bay; thereby hub is the true ideas laboratory for the international summit for our role in millennials. providing a one-stop shop for our deepening rural financial inclusion in young innovators”, Mr. Muraino added. About Inlaks Inlaks is a leading system integrator in Sub-Saharan Africa. The company partners with leading OEMs in the technology industry to provide world- class information technology solutions that exceed the needs of its customers. Over the years, Inlaks has built a A relaxing work station at the hatch fitted with a game consule, atypical of the traditional working space

66 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7

Q3, 2019 AN ARB APEX BANK QUARTERLY 67 Issue 7 THE RURAL BANKER

Francis Enimil Ashun MAKING EMPLOYEES MORE PRODUCTIVE THROUGH ACTIVE ENGAGEMENT

he success every effort to contribute to the success of any of an organization. organization depends on Should organizations emphasize many factors. employee engagement? There is every reason for an organization One of such is the people which wants to improve on the tfactor. Every organization productivity of its staff to actively seek needs people for its to find innovative ways to bring about a operations. How they are well thought through staff engagement managed, contributes in no policy. It is the responsibility of every small measure to the success manager to ensure that employees of the organization. are engaged to the highest possible level. Successful corporations are built around fully engaged employees, Employees are assets the ones that take the entity to the that must be developed next level. Making staff feel engaged, for the growth and makes them feel they are an active success of the firm. A Francis Enimil Ashun part of the organization and help boost corporate organization Manager, Lower Pra Rural Bank their morale, which when properly must add value to its harnessed, may increase productivity. people, to motivate them higher the chances of success of the An engaged employee would be more to in turn add value to organization. likely to provide superior customer the organization. To service to clients. Engaged employees achieve high productivity, Employee engagement become champions of the firm’s organizations must Many managers confuse employee culture and would make the office a fun among other things, make engagement with employee happiness place to work in. They become great employee engagement or satisfaction. Engagement concerns ambassadors of the firm. a priority. Many studies the emotional commitment or loyalty have proven that employee that an employee has towards their Corporate organizations must make the engagement is a very organization. This commitment effort to evaluate their employees to important factor in the emanates from how an employee identify the needs and wants in order success of any corporate perceives their personal goals as well to formulate policies and programmes entity whether large, small as how their values align with those of aimed at putting them at the centre or micro. The higher the the organization. An engaged employee making them feel important and percentage of employees is one who is enthusiastic and feel fully involved. engaged, the higher the involved with their job or organization. productivity and the An engaged employee would make When employees feel that they come

68 AN ARB APEX BANK QUARTERLY Q3, 2019 Issue The Rural Banker 7 first in all decisions or policies or programmes of the organizations, they tend to feel belonged and recognized and therefore give off their best. An engaged employee is able to innovate, thereby elevating their organizations to higher productivity levels. Making your employees feel engaged and recognized leads to more successful and profitable businesses. It is said that Steve Jobs of Apple, the makers of the iconic IPhone, always made his employees feel they were the originators and creators of their products, even though he was heavily involved in their design from concept to realization. He was able to transfer this character traits to even the temporary salespeople. The book “Make More Money by making your Employees Happy”, quoted in a Jackson Organization study, states that companies that effectively appreciate employees. Having a good relationship employee value, enjoy a ratio on equity with management allows employees and assets more than triple that of to work easier and happier. There is an businesses that do not. Employees expression that “people don’t quit their want recognition and firms that actively jobs; they quit their bosses,”. Feeling recognize their employees experience part of a team can have major effects low staff turnover. Everyone wants on engagement and motivation. It is some form of engagement to motivate important to optimize the frequency them to excel at what they do. Without Employee of communication between colleagues that, they become disillusioned and less and between employees and senior committed affecting productivity. happiness and well-being both management. It is also valuable for Employee happiness and well-being employers desirous of improving both at the workplace and outside at the workplace productivity to know how employees must be at the centre of all policies feel about the mission, core values, and programmes if an organization and outside must and direction of the company. This recognizes its employees as their be at the centre helps with engagement and gives clear greatest assets. The work environment meaning to why they are there. must be a place where the employee of all policies and would be at ease to give off their programmes if There are many employees in best. An environment that terrifies or organizations that feel disconnected oppresses employees would certainly an organization or disengaged from their employers. not produce the best in your staff. A disengaged employee would not recognizes its be satisfied with their job. Enquire It is no wonder organizations like employees as from them their organization’s vision Apple, Facebook, Google, etc. provide and mission statements and some campuses that offer a variety of facilities their greatest would find it hard to tell you. It would to enhance the self-esteem of their assets not be that they do not want to know employees. A Gallup research (2006), but that the organizational culture found that disengaged employees cost is not enabling enough for the staff American companies about $300 billion to feel part of it and so try to detach annually in lost productivity. themselves. The employees are just there for their pay cheues and when Workplace rapport they find a better job prospect, jump A good organizational rapport is good ship immediately, without any feeling to boost the morale of staff and other

Q3, 2019 AN ARB APEX BANK QUARTERLY 69 Issue 7 THE RURAL BANKER or sense of disloyalty to their former a supportive environment. When There are organizations that actively organization. They are not committed problems arise, examine the encourage their staff to seek higher to the organization at all. circumstances, understand the qualifications. When staff acquire higher context, that is only when you can pass academic or professional qualifications, Making employees feel engaged judgement. Some managers rush to the knowledge acquired is applied in Employers must get all employees take decisions that affect the future improving the fortunes of the business. engaged or involved in planning and of their staff without examining all This enhances productivity, if the the decision-making process. That way, circumstances surrounding the matter. employees know that they would be they would feel they have a vested recognized for their efforts even if interest in seeing the project through Managers must respect and trust their they undertook the study or training to success. Employers or managers teams and they would get the same privately. must communicate the vision of in return. If they make a mistake, they the organization clearly, to enable must apologize and admit their wrong. Conclusion employees appreciate the direction of This would make their employees relate Getting employees engaged for higher organization. Employers must know better to them, and appreciate their productivity is an area of study that is how their staff feel about the core honesty. still developing. It must be recognized values and the sense of direction of the Good bosses pay attention to the that every organization should be organization. broader picture, and care about both able to fashion a way to increase Employers must also put in place a the end products or the services the enthusiasm of their employees. system for getting regular feedback to provided and the employees. A good With enthusiasm, comes the feeling and from employees. Regular feedbacks way to show that is to be involved in all of belonging leading to higher keep them in the know, aiding them the processes of the organization, and productivity. The ultimate responsibility to quickly adapt to any changes in the pay attention to what is going on. of the any manager is to do everything direction of the organization. Managers possible to make all fee they belong. must hold regular meetings to To keep them more engaged This would help them to support the communicate organizational strategies. and weaved into the fabric of the vision and mission of the organization Information relevant to every level organization, managers must consider must be released in a timely manner to putting more resources into career help dispel rumours. Timing is critical development and training. in letting employees know about upcoming changes, in order to reduce uncertainties. Managers must respect the sensibilities of their staff, by staying clear of words that may hurt people’s ego. There is a story told of a CEO of a Ghanaian company who told his staff at a general meeting that he can find one thousand and one reasons why a staff cannot work with his organization and if the board of directors does not accept the reasons, he would tender in his resignation for them to decide between the staff and himself (CEO). It is very demotivating for the CEO to communicate his displeasure to his staff in such manner as it would give an indication to the staff that the CEO does not respect them thereby leading to low morals and despondency. Goodman and Truss, in the Journal of Change Management (2004) stressed the importance of good communication especially in difficult times. Managers must use their judgement, wisdom, and experience to create

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