55 | Annual Report | 2024-2025 Methodology and Reporting Arohan follows a three-pronged audit approach, ensuring a comprehensive review of business functions: 1. Field Processes: Covers verification, collection, and disbursement processes. 2. Back-End Activities: Focuses on screening deviations in documentation and administrative processes. 3. Customer Contact: Cross-checks systems and processes that influence customer interaction and behavior. Each branch is audited quarterly and assigned an audit grading based on observations and scores. Branches undergo either regular or snap audits on a half-yearly basis. Snap audits target highrisk areas with shorter turnaround times, ensuring rapid detection of critical issues. Support functions, including Compliance, HR, IT, Finance, and Central Operations etc., are audited at least twice a year. Formal audit reports are submitted to the Audit Committee quarterly to ensure consistent oversight. Vigilance Function In FY 2021, Arohan established its Vigilance Department, led by a seasoned ex-serviceman with vast expertise in investigative and security operations. This department is dedicated to conducting thorough investigations into major fraud cases and plays a crucial role in liaising with local Government Agencies, ensuring that the necessary support is obtained when required. The Vigilance Department works closely with Arohan’s Internal Audit team, which remains instrumental in upholding governance excellence, ensuring operational resilience, and driving sustainable business growth. Together, these functions serve as the cornerstone of Arohan’s commitment to integrity, security, and long-term success. EMPOWERING CUSTOMERS THROUGH ADVANCED IT-DRIVEN LENDING SOLUTIONS At Arohan, we are redefining customer experience through a robust, future-ready IT landscape. By leveraging cutting-edge, data-driven technologies and agile development practices, we are able to respond to customer credit needs in real time— often delivering tailored solutions within minutes. Our ongoing investment in pioneering IT initiatives ensures a seamless customer journey, from application to disbursal, delivering greater speed, accuracy, and service excellence at every step. Arohan sets itself apart in the financial inclusion space through a future-ready, technology-first approach that places customer service and efficiency at its core. By continuously enhancing its IT infrastructure and embracing pioneering digital initiatives, Arohan has built a robust, agile ecosystem that empowers faster, more personalised, and seamless service delivery. These strategic investments in technology not only streamline operations but also enable smarter decision-making and deeper customer engagement. Embracing a Commitment to Data Excellence At Arohan, data excellence is at the heart of our technology-driven strategy to deliver superior customer service and maximize operational efficiency. By harnessing cutting-edge technologies, we ensure that data is not only securely managed but also optimised to streamline processes and drive smarter, faster decisionmaking. Throughout FY 2025, we remained focused on evolving our digital infrastructure and automating key business processes—initiatives designed to boost efficiency, reduce operational costs, and ultimately serve our customers better. Our commitment to safeguarding data integrity and system reliability is underscored by the prestigious ISO/IEC 27001:2013 certification awarded by the British Standards Institution (BSI). This globally recognised certification reflects our rigorous adherence to international standards for information security and management across all critical functions—including Human Resources, Finance, Risk, IT, and Compliance. It reinforces Arohan’s unwavering dedication to information security and operational excellence, building trust and transparency at every level of customer engagement. Digitally-Driven Operational Workflows for Enhanced Customer Service At the heart of Arohan’s mission to meet the credit needs of nearly 2.1 mn customers lies a deeply digital operational backbone designed to maximise efficiency, agility, and customer impact. Our robust IT infrastructure powers a high-volume Loan Management System, handling over 300,000 transactions daily and capturing more than 300 data points per customer— ensuring personalised, data-rich engagement at every touchpoint. To fuel intelligent decision-making, Arohan has established a state-of-the-art Data Warehouse In collaboration with CRIF, this customisable scoring engine optimises lending decisions, , In
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