All Publications
Publication
Starting the Transaction: Payment Initiation and Customer Experience
This technical note is framed to help policymakers and payment system operators understand recent trends in payment initiation and customer experience in making interoperable payments work better for low-income populations.Publication
Instant Payments and Merchants — Pricing Policy Considerations
This technical note helps explain why changes in instant payment pricing are occurring, assesses their impact on market development, and offers suggestions for the path forward.Reading Deck
Global Landscape: Data Trails of Digitally Included Poor (DIP) People
Many low-income people generate rich data trails that are not being fully leveraged in the design and delivery of financial services. CGAP's reading deck puts a spotlight on the specific data trails generated by digitally included yet poor people, the sources of these data trails, and variations of data trails across different segmentations.Infographic
Young Women and Financial Services: Maximizing Impact
Research has shown that marginalized young women can benefit from financial services in both economic and non-economic ways. But with over half a billion women aged 15-24 in the world, the life stages, needs, and contexts of this population are tremendously diverse. Among which segments of young women could investments in improved financial services make the most impact? This infographic highlights findings from a recent CGAP segmentation exercise.Reading Deck
Customer Outcomes-Based Approach to Consumer Protection: A Guide to Measuring Outcomes
Based on a pilot involving the Financial Sector Conduct Authority and five financial services providers (FSPs) in South Africa, this deck shares lessons on how financial supervisors and FSPs can measure customer outcomes, which reflect the experiences and results of a customer's access to and use of financial services.Publication
TymeBank Case Study: The Customer Impact of Inclusive Digital Banking
As a fully digital retail bank in South Africa, TymeBank has created a suite of basic products that cater to the essential financial needs of low-income rural customers.Publication
Agent Network Journeys Toward the Last Mile: A Cross-Country Perspective
CGAP's analysis reveals three distinct journeys country stakeholders have taken to extend the reach and quality of rural agent networks.COVID-19 Briefing
Debt Relief in the Pandemic: Lessons from India, Peru, and Uganda
The widespread use of debt moratoria in response to the COVID-19 health and economic emergencies has succeeded in stabilizing financial systems and given borrowers all over the world immediate, if temporary, relief. This Briefing examines how the debt moratoria unfolded in India, Peru and Uganda.Publication
Inclusive Digital Banking: Emerging Markets Case Studies
What makes digital banking inclusive? CGAP looks at how three digital banks are innovating and driving financial inclusion: Tyme Bank in South Africa, Kotak 811 in India, and UnionBank of the Philippines.COVID-19 Briefing