Customer Centricity in Digital Payments to the Poor

In this blog series, we examine where and how a customer-centricity lens can spur new ideas and solutions that unblock the financial inclusion gateway in digital payment systems for the poor and vulnerable around the world.

Women process rice, Bangladesh
12 December 2016
An estimated 718 million recipients in developing economies are enrolled in cash transfer programs, more of which are going digital. This has not necessarily equaled greater financial inclusion. ISPA's Social Protection Payment Delivery Tool looks to make digital transfer programs more inclusive.
Man with lemons, India
26 September 2016
Envisioned as a digital revolution for government transfers, India's Direct Benefit Transfer program transfers government benefits into recipients' bank accounts. Three years in, the government continues to face challenges in digitizing transfers. Is there a way forward?
Woman holding child, India
24 August 2016
Two years ago, India launched a national financial inclusion program known as Pradhan Mantri Jan Dhan Yojana (PMJDY) which aims for at least one bank account for every household. Has there been any real impact of PMJDY on financial inclusion?
Boat breaks through a wave
11 July 2016
Cash as aid offers recipients choice and dignity. The digitization of cash transfers can minimize risks of using cash in crisis environments and provide access to financial services that could help the poorest cope with shocks in the future.
Man writes down a record of a financial transaction, Ghana
10 June 2016
Digitization of government-to-person (G2P) payments should be a financial inclusion “quick win,” but negative experiences with digital social payment programs sometimes have the adverse effect of steering low-income customers away from formal financial services. This doesn't have to be the case.