Introduction Previous chapters focused on the actions countries can take to reduce damage to the financial sector if long-term, widespread income losses stemming from the COVID-19 (coronavirus) pandemic force borrowers to default on their debt. For the economy, however, the risks associated with past loans are not the only concern. A separate challenge is the ability of financial service providers to continue extending credit to fuel the recovery. As countries embark on the road to recovery and policy makers wind down the exceptional fiscal and other policy support measures put in place to help the economy through the pandemic, it is paramount that businesses and households have adequate access to credit to withstand economic uncertainty, invest in opportunities, and take part in the recovery. The onset of the pandemic extensively disrupted economies worldwide. Lockdowns, business interruptions and closures, and job losses in the real sector (the activities associated with goods and services) were reflected almost immediately in the financial sector by a tightening of lending conditions. Bank supervisors and lenders worried that the crisis would rapidly translate into loan losses and cash withdrawals by the public. As discussed in chapter 1, unprecedented government intervention and regulatory forbearance to mitigate the impacts of the crisis have so far helped banks maintain capital levels and liquidity. Yet the ongoing impacts of the crisis on business performance and household incomes, as well as the expected rise in nonperforming loans (NPLs) and tightening of monetary policies, will create challenges for new lending. Continued economic disruptions and uncertainty will increase credit risk, reduce visibility into borrower viability, and diminish the realizable value of traditional sources of recourse in the event of default. Reporting practices around loan moratoria and debt restructuring further cloud visibility into the actual credit performance of certain customers. In this environment of heightened risk and continued uncertainty, finance providers need to adapt credit models and product offerings if they are to continue lending. Ways of doing this include making changes in product design—the terms and lengths (tenors) of loans—as well as integrating new types of data into credit models. These adaptations will benefit from the continuing adoption of new technologies and digital channels supporting payments, credit information, and secured transactions. A silver lining of the pandemic is that it accelerated digital adoption in the economy as a whole, as well as among finance providers and borrowers, thereby laying the foundation for better credit analysis and monitoring, greater product diversity, and a broader range of credit providers. Financial service providers, infrastructure providers, governments, and the regulatory community can all help advance the adoption of solutions to facilitate access to credit during the recovery. This chapter describes approaches available to finance providers for adjusting their operations and products to continue lending. It also describes the role of governments, regulators, and financial infrastructure in helping the credit market adapt to the new environment—such as by integrating new data and business models—and in countering market tendencies to limit credit to larger firms and better-off borrowers. As credit conditions improve, markets that have been able to roll out these solutions and restrain a “flight to quality” will be in a better position to tackle long-standing credit gaps and foster financial inclusion. Examples in this chapter illustrate how financial service providers have delivered credit to underserved customers and entrepreneurs during the pandemic by mitigating risk through product design, or by integrating new technologies or improved data models for credit underwriting and servicing. Innovations in channels, products, and processes have enabled the expansion of lending to riskier and previously underserved segments. Although these innovations will be pivotal to achieving additional visibility and recourse in the pandemic context, even for previously well-served segments, the rollout
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