Publications

Enabling Customer Empowerment: Choice, Use, and Voice

11 Jun 2015
  • Antonique Koning
  • Monique Cohen

The concept of customer empowerment zeros in on the interface between the customer and service provider. The use of digital channels is changing the way financial services can be delivered to poor people. Growing mobile phone usage and the development of agent networks enable customer access to timely, low-cost digital financial services (DFS) (World Bank 2014). Despite this, active use of DFS is relatively low. In this Brief, we address […]

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Client Protection: The State of Practice

10 Jun 2015
  • Zahra Khalid
  • Aimen Shahid

CLIENT PROTECTION: THE STATE OF PRACTICE A look at client protection practices in Pakistan’s microfinance industry Due to its developmental origin, it is in the nature of microfinance that clients be placed at the heart of it. Given the reputational risks faced of late, it is pertinent to ensure that the industry – practitioners and investors alike – stay true to the clients they serve. Without doing so, it exposes itself to […]

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Mobile Financial Services in Bangladesh

08 Jun 2015
  • Jaheed Parvez
  • Ariful Islam
  • Josh Woodard

This report is the consolidation of findings derived from desk research and face-to-face interviews with key mobile financial services providers, telecom operators, technology platform providers, regulators, and USAID health and agriculture project staff and beneficiaries. The objective of this report is two-fold: The first is to better understand the progress the mobile financial services market in Bangladesh has made to date, including regulations, available products and their characteristics, agent network […]

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More Inclusive Finance for Youth: Scalable and Sustainable Delivery Models for Financial and Non-Financial Services

08 Jun 2015
  • Rossana M. Ramírez

In the financial services sector there has been a significant investment towards advancement of youth financial access and capability, in an effort to improve young people’s future economic options, especially in low-income countries. Many projects have designed and offered youth financial services integrated with non-financial services, such as financial and business education. But with demonstration projects coming to a close, there is a need to determine how to scale up […]

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Quality Of Delivery Study: FSD Kenya

08 Jun 2015
  • Paul Rippey

Financial Sector Deepening Kenya (FSD Kenya) has worked since 2008 with CARE and, since August 2012, with CRS, to develop, test and perfect different models or channels for forming, training and supporting Savings Groups (SGs). In 2013, FSD Kenya commissioned the Quality of Delivery Study (QDS) which had four objectives: Measure the outreach of SGs, both breadth – how many people are members of SGs, and depth – to what […]

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A Digital Pathway To Financial Inclusion

25 May 2015
  • Dan Radcliffe
  • Rodger Voorhies

Payments are the connective tissue of an economic system. They enable people to buy goods, purchase water and electricity, and send money to friends, family, and business partners. They enable governments to collect taxes and disburse social payments. And they enable suppliers to collect payments from buyers. When these transactions are costly and inconvenient, economic activity is impeded. Wealthy households live their financial lives embedded in a digital financial system […]

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The Opportunities of Digitizing Payments

25 May 2015
  • Leora Klapper
  • Dorothe Singer

How digitization of payments, transfers, and remittances contributes to the G20 goals of broad-based economic growth, financial inclusion, and women’s economic empowerment Financial inclusion is broadly defined as both access to and usage of appropriate, affordable, and accessible financial services. Comparative global data finds that the use of a deposit account at a bank or other formally regulated financial institution varies widely across regions, economies, and individual characteristics. Worldwide, 50 […]

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Mobile money profitability: A digital ecosystem to drive healthy margins

25 May 2015
  • Mireya Almazan
  • Nicolas Vonthron

Mobile money profitability: A digital ecosystem to drive healthy margins Mobile operators that have expanded into mobile money are already aware of the indirect benefits it can generate, such as customer loyalty and savings on airtime distribution. But is mobile money profitable? It can be, but getting there requires heavy on-going investments in operational expenditures (OPEX) and a shift away from cash-based transactions to a mature digital ecosystem. This paper evaluates […]

Smartphones & Mobile Money: The Next Generation of Digital Financial Inclusion

25 May 2015
  • Mireya Almazan
  • Elisa Sitbon

Global smartphone adoption is set to ramp up massively in the coming years, particularly in developing markets. As more unbanked consumers gain access to smartphones and mobile internet services, new opportunities for mobile financial services models will arise. This GSMA Mobile Money for the Unbanked (MMU) White Paper discusses the factors at play and their significance to the evolution of mobile money.

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Financial Inclusion in Latin America and the Caribbean: Access, Usage and Quality

23 May 2015
  • Maria José Roa

This study presents a general overview of financial inclusion in Latin America and the Caribbean. We employ data for the three dimensions: access, use and quality, which outline a complete picture of the nature and characteristics of financial inclusion in the region. This information is essential for identifying weaknesses in financial market development and serves as a basis for elaborating effective inclusion strategies. As will be seen, despite the steps […]

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