Women in the digital economy

Posted on by MSC

Eighteen months after the start of the COVID-19 pandemic, the workforce had 13 million fewer women in employment in 2021 than in 2019. As social distancing mandates and lockdown restrictions impacted work, the role of digital technologies in enabling economic transactions became prominent. However, among men and women. Further, the gender divide in access to digital technologies and their use negatively women’s ability to participate in the labor force.

With this backdrop, the recently-concluded G20 Ministerial Conference on Women Empowerment in Bali, Indonesia, highlighted the need for a common gender framework to fulfill the goals of “Recover Together Recover Stronger.” MSC supported the Indonesian Ministry of Women Empowerment and Child Protection (KemenPPPA) to articulate a vision to improve women’s participation in all forms of work in the digital economy.

This three-part blog series highlights the need to focus on women’s participation in the digital economy to reduce the gender gap in the labor force. The series focuses on informal workers, who represent 61% of the workforce worldwide, in the digital economy and their challenges.

Where do women in the informal economy work?

Most women in the informal sector work repetitive, low-skilled, and poorly paid jobs. Some broad categories of women’s informal work are:

  1. Home-based workers: Women in Informal Employment Organizing and Globalizing (WIEGO) defines home-based workers as those “who produce goods or services in or near their homes for local, domestic, or global markets.”
  2. Women as entrepreneurs or owners of small businesses: Women in this category run an enterprise, usually a nano- or micro-enterprise, as an income-generation activity. Most of these women operate from home or near their homes.
  3. Women in domestic work: Women in domestic work provide services in their employer’s private homes. These services may include sweeping, cleaning, cooking, and caring for children and the elderly.
  4. Women in the beauty and wellness sector: Women in this sector provide beauty and salon services either as part of an enterprise through an employee or are self-employed.

The four categories outlined here are not mutually exclusive, as women migrate between these categories depending on their situation. Yet, they struggle more in terms of limitations on time, mobility, resources, and social constraints than men, no matter the category of work.

The digitization of women’s work

As economies worldwide went into lockdown in 2020, digital platforms gained prominence as essential public infrastructure to provide key services. Digital platforms emerged as important intermediaries connecting service providers—workers—with the demand-side players—employers. Digital platforms opened new markets and extended work opportunities for women who previously lacked access to work.

Digital platforms in G20 countries grew from 128 to 611 between 2010 and 2020, as per the ILO. Three types of digital platforms that have implications for women’s work are:

Opportunities and challenges for women in the digital economy

Digital platforms offer several options to women by overcoming some traditional barriers to women’s involvement in higher-value work. They reduce women’s barriers to entry and re-entry into the workforce. Their business models require digital platforms to focus on the professionalization and training of workers—and so some facilitate the training and skill development of these women. Research in India indicates that well-known apps and platforms formalize and legitimize women’s work. This benefit of digital platforms, coupled with the focus on professionalization, improves the social acceptability of women’s work.

However, the benefits of digital platforms vary across sectors or countries. Information and communications technology (ICT) can connect women to jobs and markets, overcoming several socioeconomic constraints. However, technology can also recreate and amplify existing inequalities in the labor market—disproportionately hurting women’s labor force participation. Evidence from India’s domestic worker sector shows the significant impact of on-demand digital work, which excludes women who lack digital skills, digital devices, or access to formal banking channels. MSC’s research with women’s cooperatives in Indonesia highlights similar challenges around access to digital platforms and their use.

Addressing key challenges will allow the digital economy to work for women

Identify and define different types of work in the digital economy

Labor regulations in most countries often do not protect nonstandard forms of work that lack a traditional employee-employer relationship. Informal workers remain invisible to the government in a regulatory environment designed for accessing worker rights with formal employment as the basis.

Such invisibility prevents workers from accessing worker protection measures, such as social protection, maternity pay, and statutory minimum wage. Many workers in the digital economy also lack access to worker protection measures. Besides, inadequate classification of gig or platform workers often excludes them from government programs designed to support informal workers.

Governments may have to modify existing laws to define and recognize gig and platform workers. This definition will help align government policy and implementation with workers’ needs and help them realize the full economic potential of this emerging class of work. An example of such modification is India’s Code on Social Security, which defined gig and platform workers for the first time.

Improve access to digital devices and tools for women

In the future of work, women’s access to digital infrastructure will determine their rate of participation in education, technological adoption, and the labor force. Women’s digital inclusion is imperative for them to participate meaningfully in the digital economy. About 18% of women, 315 million women, are less likely to own a smartphone than men. Similarly, the gender gap in mobile internet access is at 16%.

G20 member countries need to include the collection of gender-disaggregated data to understand the gender gaps in access and usage of digital tools, including access to the internet. Further, governments should devise innovative financing mechanisms that subsidize access to mobile phones and affordable internet services, such as universal access funds.

Create the infrastructure to improve women’s digital skills

Building skills for the digital economy is integral to ensuring sustainable growth and productivity in the future of work. Digital skilling programs for women need to consider the low levels of formal education in low- and moderate-income countries, leading to lower reading, writing, STEM, and language capacities. The gender gap in digital skills translates directly into lower economic benefits for women workers with lower skills to work in the ICT sector, creating thousands of jobs. Therefore, governments and digital platforms must apply a gender lens while designing skilling systems for the digital economy.

Policymakers and governments across G20 countries should focus on creating a skilling infrastructure that equips women with 21st-century skills, such as:

  1. The 4Cs—critical thinking, creative pitching, collaboration, and communication;
  2. Modern education enables them to access information on the internet, develop basic financial and digital literacy, and understand markets using social media and digital platforms.

Policymakers in each of the G20 member countries should strive to create a strategy that outlines basic, intermediate, and advanced levels of digital skills, specifically focusing on addressing the gender gap in digital skills. The implementation strategy should include a national baseline and target increasing the proportion of women and girls with a high level of digital skills.

Alongside the measures outlined above, achieving a fair digital for women informal workers will require efforts on two overlapping themes—adaptive worker protections for the informal economy and managing the transition to the formal economy—discussed in our subsequent blogs.

Designing adaptive worker protections for the digital economy

Posted on by MSC

This blog is the second of our three-part series on women’s participation in the digital economy. It is an outcome of MSC’s work with the Ministry of Women Empowerment and Child Protection in Indonesia for the G20 Ministerial Conference for Women Empowerment. Read the first blog of this series here.

By mid-2021, a typical informal worker earned only 64% of their pre-COVID-19 pandemic earnings, while 82% of the workers could not replace any savings they exhausted through the pandemic months.

Informal workers constitute 55% of the global workforce who lack access to any social protection program. The absence of social protection disproportionately impacts women as they comprise most of the informal workforce. The world urgently needs better social safety nets that protect workers during a crisis.

The rapid digitization of work in the informal economy offers an opportunity to increase women’s participation in the labor force. However, any tangible increase in women’s labor-market participation will require adequate social protections that reduce the burden of women’s unpaid work at home. This blog discusses the opportunities and challenges in creating such a social protection architecture in the digital economy.

The divergence in access to social protection among developed and developing economies in the G20

Despite the availability of formal and legal work in a digital economy, a wide gap persists in access to social protection in developed and developing countries. The table below summarizes the difference in access to social protection among workers on web-based platforms for developed and developing countries in G20.

Limited regulations on universal social security coupled with fiscal challenges lead to inadequate publicly-funded protection for informal workers in developing economies. Moreover, the low state capacities of developing countries create hurdles in developing and implementing social protection in the digital economy.

Women’s burden of care increased during the COVID-19 pandemic

Women traditionally face more barriers than men in accessing the job market. Our previous blog described the challenges women faced from historical disadvantages, such as low education and skills.

Moreover, women face barriers, such as sociocultural norms that control women’s mobility and economic activities. The COVID-19 pandemic magnified unpaid care and domestic workloads, with women carrying the heaviest burdens across all countries. Women’s time spent in unpaid care work accounted for 16.4 billion hours per day, with women contributing 76.2% of the total time spent. These trends threaten the continued progress of including women in the labor force.

In this context, the growth of “flexible” digital platforms has a dual effect on women’s work. The flexibility allows women to continue in the labor force by adjusting work timings to available time. Yet, their economic interactions continue to depend on the as social roles around domestic and care work take priority. Such expectations force women to work longer hours to earn as much as their male counterparts.

Developing adaptive worker protection measures for the digital economy

International Labour Organization’s World Employment and Social Outlook report in 2021 points to at least 777 active digital platforms focusing on online web-based and location-based platforms in January, 2021. Such digital platforms have grown from 128 to 611 in the G20 countries in the past decade. These platforms provide economic opportunities that benefit workers but also involve substantial risks around the regularity of income, working conditions, and social protection. Workers in the digital economy are typically classified as independent contractors and lack comprehensive coverage under labor or social security laws.

Many governments design social security systems assuming “standard” employment with a traditional employer-employee relationship. As a result, nonstandard not offer social security protection. Informal workers in the digital economy are more exposed to risks due to the nature of their work and the inconsistencies in employment terms. The increasing number of gig workers across economies, coupled with events like COVID-19 that led to further economic disruption, highlights the need for robust worker protections.

Moreover, social protection policies are not gender-responsive. More than 100 countries adopted social protection measures to cope with COVID-19—yet only 22.8% were gender-sensitive. The lack of a traditional employee-employer relationship for workers in the digital economy has further complicated social protection for them. Therefore, employer-linked social protection may not suit workers in the digital economy.

In light of these factors, G20 member countries need to modify existing social protection architectures to suit the needs of the digital economy, and here are some of our recommendations:

1. Set a national target to ensure a gender-responsive universal social protection floor for workers

Governments must ensure that all workers have a basic safety net irrespective of the nature and type of their work. Governments must set a national target followed by an adequate budget allocation to create a gender-responsive universal social protection floor for workers in line with the ILO Social Protection Floors Recommendation, 2012 (No. 202).

G20 governments must take steps to create inter-governmental funding to support developing and emerging nations in creating such social protection measures.

2. Social protection architecture should respond to newer digital work or enterprises offering non-standard work

In addition to universal social protection floors, governments must develop accessible and affordable contributory programs for workers, platforms, and governments to participate.

Workers in the digital economy often offer their services across multiple platforms. Designing social protection for such flexible workplaces will require moving away from the current employer-linked social protection systems. Governments can achieve this by encouraging the creation of platforms that allow workers to accumulate their social protection benefits across multiple workplaces. However, arriving at the ideal model for each country should be an iterative process that accounts for the respective labor force’s unique characteristics and the preexisting social security model.

3. Publicly funded, affordable, and quality care infrastructure to increase women’s participation in paid work

Governments must adopt policies that recognize, reduce, and redistribute women’s disproportionate burden of unpaid work in line with SDG 5.4. National social safety nets should consider women’s lifetime loss of earnings due to their role as primary caregivers and accordingly design differentiated gender-equitable social security programs.

Some examples of such initiatives include the Survey of time use and valuation of unpaid domestic work in Mexico, the provision of a range of public care services in Uruguay, and employment-related care policies in South Korea.

Policymakers need to adopt innovative financing programs to help create publicly funded, affordable, and quality care infrastructures within communities to reduce the burden of unpaid care on women and create jobs in the care sector.

The pandemic’s impact on informal workers—especially women—highlights the need for a well-rounded social protection architecture that protects workers. A responsive social protection system is important because the growth of digital platforms in the past decade has changed the nature of the economic interaction of informal workers. Governments must now take the lead in ensuring that workers—especially women—have greater access to protections that increases their ability to keep working.

Read our next blog to learn how an inclusive social protection architecture for the digital economy can drive greater formalization.

Top MSC blogs of 2022

Posted on by MSC

1) How has IPPB improved financial inclusion in India through a differentiated banking approach?

India Post Payments Bank is one of India’s most successful payments banks. Its collaboration model created a positive impact on bridging the financial inclusion gap. This blog offers lessons for financial institutions worldwide that wish to build robust strategies, launch new lines of pro-poor products, and unlock efficiencies in distribution through capacity-building initiatives.

2) The evolution of payments in India—the state of play

In recent years, India has moved to a leading position in digital payments and developed an ecosystem that enables the uptake and usage of digital payments. Many countries now seek to replicate India’s payments systems, particularly the Unified Payments Interface (UPI). This blog highlights the evolution of India’s payments landscape and looks into issues and ideas that contributed to this evolution.

3) Credit for low- and moderate-income people in Bangladesh—can new-age banks and FinTechs deliver the regulator’s wish?

The waves of digitization and technological advancements in Bangladesh encouraged 60% of the country’s population to open MFS accounts. The country now boasts more than 1.1 million agents. Despite the widespread use of MFS and internet access, only 9.1% of people access the formal credit system. This blog shows how digital credit can be a stepping stone in Bangladesh due to the lower cost of digital credit delivery, combined with the mass digital readiness of consumers.

4) They deliver, they survive, and finally, they BELONG—Blue-collar workers in India are now “Entitled” to what they deserve for their services

India has more than 250 million blue-collared employees who need essential benefits. The startup Entitled works with employers to strengthen their financial health by designing bundled financial products, such as credit and insurance, for the well-being of blue-collared workers. Solid financial health will give these workers a blanket during financial shocks. Entitled is gradually developing innovative delivery channels and products to enrich the user onboarding experience.

5) “Train me like this”: Lessons from the pilot on IIBF BC/BF certification

Between 2012 and 2021, only 62% of approximately 300,000 agents, who appeared for the IIBF BC/BF exam, passed the exam. This blog closely examines the challenges BC agents face in passing the IIBF BC/BF exam. It also offers suggestions to policymakers on graded certifications based on the type of services the BCs provide.

6) Putting India’s demographic dividend to work: Skill development for a digital economy

India sees 13 million young people joining the workforce every year. Yet many fail to get employment. Overwhelmingly, 70% of the workforce is still engaged in the informal sector, which does not provide job benefits, such as the safety of tenure or a social safety net. In this blog, we discuss the need to expand the current skilling architecture in India to help youth thrive in the digital economy. The blog also offers specific recommendations on its implementation.

7) Do young entrepreneurs need new skills in a rapidly evolving digital world?

Lockdowns and restrictions during the COVID-19 pandemic increased the usage of digital technology and tools across the globe. This blog discusses the importance of developing digital skills for youth to thrive in today’s digital world. We also outline the critical steps to be followed during digital skills training to increase its practical applicability.

8) Jumpstarting the savings journey for low- and moderate-income people in Vietnam

Saving after managing expenses remains a priority for people from the LMI segment in Vietnam who aspire to lead a better life, absorb income shocks, and strengthen their financial resilience. However, formal savings remain a challenge, particularly in rural areas. In this blog, MSC proposes a three-pronged approach to foster small savings for LMI people in Vietnam using technology, smart product design, and innovative distribution platforms.

9) Could 2022 be the watershed moment for the CICO networks in Indonesia?

In 2014, Indonesian policymakers passed regulations for branchless banking. The regulations gave impetus to the CICO networks as a last-mile delivery channel for financial access. This blog looks at crucial changes and implications of the new draft amendments to the branchless banking regulations released by OJK in 2021.

10) A fine-tuned approach to digital platform design and development in Africa—Part I

This blog is the first of a two-blog series examining the JobTech market in Africa. In this series, we explore the growth of digital platforms and look at constraints to sustainability. The blog offers recommendations on building platforms in informal economies and explores systemic constraints that hinder the sustainability and scalability of job-matching platforms in Africa.

Read more publications from our work in 2022 here.

The role of mobile money providers and their agents in protecting customers’ data

Posted on by MSC

This Slide Deck is a supplement to the Blog “How Are Mobile Money Agents Protecting Customers’ Data in Uganda?” (December 2022). The study presents findings from a research commissioned by CGAP, conducted in partnership with MicroSave Consulting (MSC), to identify good practices of responsible agents in safeguarding their customers’ data and the role that providers can play in promoting these practices in Uganda. It also examines how Uganda’s Data Privacy & Protection Act has helped to strengthen providers’ data protection practices.

Highlights of the webinar on “Financial Diaries research and it’s future

Posted on by MSC

00:32 – 05:25 – Welcome note by Rahul Chatterjee, Senior Manager, Data & Insights, MSC.

01:21 – 02:27 – Introduction of Stuart Rutherford, Lead, Hrishipara Daily Diaries project. 

02:28 – 03:26 – Introduction of Daryl Collins, Founder & CEO, Decodis.

03:28 – 04:24 – Introduction of Raunak Kapoor,Senior Manager, Indonesia programs, MSC

04:25 – 05:25 – Introduction of Anne Marie Van Swinderen, Founder & Managing Director, L-IFT.

05:37 – 05:46 The moderator asks the first question: Stuart, how did you develop the idea of financial diaries research? Has your approach to conducting diaries research changed since you started it? If yes, how?

05:50 – 07:50 Stuart answers, “David is the father of financial diaries, as he suggested the name.”

08:48 – 11:03 Stuart explains, “The first diaries focused on answering one question—do poor people have a financial life? Since then, the research question has become much broader.

11:13 – 11:25 The moderator asks the second question: Anne Marie, L-IFT has used Diaries research for quite some time. What are your thoughts on the feasibility of the Financial Diaries research methodology and its applications to a wide variety of research?

11:26 – 17:17 Anne Marie answers, “Financial diaries is a feasible research methodology that offers a two-way communication channel. After a certain period, participants come to you with questions and suggestions. Financial diaries projects help people make data-driven decisions. The diaries method can be used in various thematic areas, such as energy use, refugee issues, health implications, and mixed-livelihood strategies.”

17:51 – 18:51 Stuart comments, “The wheel has come full circle now, as sociologists used diaries as a sociological inquiry method in the past.

19:04 – 19:22 The moderator asks the third question: Daryl, you have managed country-focused financial diaries research, such as the Kenya financial diaries, and thematic area-focused diaries research, such as the smallholder farmers’ diaries. How are they different from each other? What points shall the researchers keep in mind while implementing them?

19:30 – 24:00 Daryl answers, “We could get regular data faster by sacrificing data granularity using technology. And for certain diaries research, you need specific tools—for example, a crop tracker for the farmers’ diaries. 

24:26 – 24:47 The moderator asks the fourth question: Raunak, you have conducted two diaries research projects on enterprises in Indonesia—one on small corner shops and another on small firms. How do you think this helped the enterprises in improving their businesses? Has it also provided any input for enterprise owners to use their data efficiently for business development?

25:22 – 28:12 Raunak answers, “People became more aware of their financial behavior by maintaining diaries and also became confident in using digital tools. Many diarists continue to maintain diaries even after the project ends.

28:32 – 29:00 The moderator asks the fifth question: Stuart, you lead one of the world’s longest-running diaries research in Hrishipara that has been going on for more than seven years. How did you use this opportunity when COVID-19 started? Could you use the Hrishipara Daily Diaries Project to generate new insights about the impact of COVID-19 and how people coped with it? What plans do you have with the Hrishipara Diaries to unpack nonfinancial aspects of the lives of the diarists?

29:05 – 35:00 Stuart answers, “The Hrishipara Daily Diaries project could capture the financial life of the diarists before, during, and after COVID-19. The project could capture interesting insights, including the ‘Lives Day by Day’ section.”

35:24 – 35:39 The moderator asks the sixth question: L-IFT has been involved in a global project, small firm diaries, and a corner shop project across 11 countries. With that experience, what do you believe would be or should be the role of financial diaries research in the future?

35:46 – 40:50 Anne Marie answers, “[Financial diaries] will be more beneficial to the participants than the organization to manage and plan their financial behavior by maintaining diaries. It has the potential to provide data empowerment and help micro businesses develop their credit history.”

41:10 – 41:30 The moderator asks the next question: Raunak, you manage the diaries research in Indonesia on CICO agents. Why did you opt for a diaries approach for this? How do you think the insights from the agent diaries research will help policymakers, regulators, and financial service providers? What prospect do you see for this in the future?

41:35 – 46:05 Raunak responds by highlighting key insights from the agent diarist projects and how agent diaries can help service providers and policymakers test hypotheses.

46:27 – 46:51 The moderator asks the last question: Daryl, diaries research is a costly and resource-intensive affair. We know you have been experimenting with technology to optimize resource use. What lessons have you learned from this exercise? How do you foresee the role of technology in the future of diaries research?

46:57 – 52:00 Daryl responds, “Using technology, we can have a much larger sample size for diaries and qualitative research. Diaries can also be used to understand the nutrition practices of the people.”

52:28 – 55:19 – Summary of notes by Rahul Chatterjee, moderator of the session and Senior Manager, Data & Insights, MSC.

55:20 – 01:20:40 – Addressing questions from participants

01:21:05 – Note of thanks by Rahul Chatterjee

How are Mobile Money Agents Protecting Customers’ Data in Uganda?

Posted on by MSC

“This agent is always reminding us to change our PINs from time to time, especially if we ever get to think that our PINs have been compromised. Also, he is constantly sharing information about the new ways the fraudsters are using to dupe people, so that we are aware and take care.” – Safina, 30, female customer, Uganda

Mobile money agents can play a protective role when it comes to customers’ data. Recent qualitative research in Uganda conducted by CGAP, in partnership with MicroSave Consulting (MSC), identified good practices for responsible agents in safeguarding their customers’ data and the role that providers can play in promoting these practices. Such practices are especially important given CGAP’s recent global research showing that data misuse and fraud have increased massively over the past several years.

How do responsible agents help safeguard customer data? 

We heard from many customers that mobile money agents often advise them to protect their PINs by not sharing them with anyone (including a spouse) and changing them regularly and to keep their distance from other customers while transacting. Some agents have also installed video cameras to deter fraudsters and informed their customers on how they can avoid falling prey to scammers. We found that most of the customers interviewed have been targeted by fraudsters and some have lost money.

“Fraud attempts are no big deal anymore since we are used to them. On average, we get one fraud phone call on a daily basis” said Joseph, a 40-year-old male customer we spoke with in Uganda.

Responsible agents ensure that customers form an orderly queue at their outlets, which are often small and can be easily crowded. This ensures the data privacy of customers as agents handle only one customer at a time. Some agents use a multi-fold gate at their kiosks, with space for only one customer by the counter, which serves to limit access to the agent’s logbook of customer transactions.

One innovative practice we learned about through our interviews was that some agents have joined local WhatsApp groups, helping them build an informal support group that can be used to share information about emerging fraud threats, data protection breaches and how to safeguard themselves and their customers. Providers also have their representatives join the WhatsApp groups to disseminate information on issues related to safeguarding customer data.

“I am aware of the mobile money guidelines around safeguarding customer information, keeping PIN safe, etc. I was informed of the guidelines and other rules to follow when I registered as an agent.” – Hasfa, 33, female mobile money agent, Kampala, Uganda

What are some responsible practices of providers to promote data protection?

Mobile money providers, including Airtel and MTN, conduct mass media campaigns around protection from fraudsters and safeguarding PINs. Customers interviewed mentioned receiving SMS messages with such warnings, along with noticing advertisements by providers on TV and on the radio. Providers also give their agents various marketing collateral on PIN management. Some mobile money providers, such as MTN Uganda, have gained GSMA’s Mobile Money Certification, a global initiative based on independent assessments of a provider’s ability to deliver secure and reliable services, to protect the rights of consumers, and to combat money laundering and the financing of terrorism. One important aspect of the Mobile Money Certification is to ensure data privacy and to protect customers against fraud.

As part of their adherence to Uganda’s Data Privacy & Protection Act of 2019 (DPPA), providers train their agents to collect only information relevant to the transaction. For example, sensitive information, such as customers’ religion or income, should not be requested to open mobile money accounts. We also heard about different types of mechanisms providers have put in place to identify, prevent, mitigate and investigate data misuse. For example, when sharing data with banks and partners, providers ensure that the data is anonymized to protect customer privacy. To investigate data fraud, mobile money providers regularly monitor transaction data and identify any data discrepancies in transactions.

What has been the role of the Uganda DPPA in strengthening customers’ data protection? 


Mobile money providers strengthened their data protection practices after the implementation of the DPPA, which regulates personal data collection, processing, use, and disclosure, and applies to every person, entity or public body within or outside Uganda that collects, processes or holds personal data. As per the DPPA, providers have onboarded a dedicated Data Protection Officer who ensures adherence to the law. The Ministry of Information & Communications Technology (ICT) conducts monthly audits of providers to ensure compliance with the DPPA. Providers also levy penalties on agents based on the increased intensity of data misuse.

Figure 1: Implications for agents – based on level of data misuse

Gaps remain – what else can providers do to support their agents? 

“Agents used to be rewarded if they had zero complaints, but this has been discontinued. There is no specific provision to incentivize agents for safeguarding data.” – Provider staff

While mobile money agents and providers in Uganda do a lot to promote and safeguard customer data, gaps remain, and data misuse and fraud are on the rise. Below are a few recommendations we have for providers on how they can continue to strengthen their agents’ data protection practices:

  • During agent onboarding, train agents to be more transparent and share information with customers on how their data is used when customers subscribe to the service or buy a new SIM.
  • Further emphasize data protection challenges and mitigation strategies during agent trainings, since agents do not typically receive focused training on customer data protection.
  • Provide agents with additional support and marketing collateral on data protection, such as a ‘data protection communication toolbox’ for agents.
  • Increase customer awareness on how their data is used and shared through more effective channels and content options for information dissemination to customers.
  • Consider doing away with agent logbooks as agents already receive SMS confirmations of transactions, since logbooks can be a source of data exposure.
  • Provide rewards and recognition to agents who receive minimum complaints about their conduct from customers. This will foster both competition and compliance of responsible practices among agents.

Want to learn more? Visit FinDev Gateway for the slide deck that provides further details on the findings.

This blog was first published on CGAP on 14th December, 2022