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Accelerating Adoption of Digital Monetary Companies: Replicating a digital account utilization answer for manufacturing unit employees in Cambodia

By Whitney Mapes, Elwyn Panggabean

For low-income girls worldwide, digital monetary providers can act as a stepping stone to higher monetary inclusion, but obstacles to activating utilization have prevented girls from realizing their full advantages. Among the many many obstacles girls face to utilizing digital monetary providers are an absence of monetary and digital literacy, a ignorance of the fundamentals and advantages of digital accounts, and restricted potential to conduct transactions on their very own. Because of this, girls might solely minimally have interaction with their digital accounts or stay completely inactive, failing to make the most of all that digital monetary providers have to supply.

To deal with this utilization hole, Ladies’s World Banking beforehand labored with Dutch Bangla Financial institution (DBBL) in Bangladesh to develop a digital account activation answer. Previous to the challenge, girls manufacturing unit employees, who acquired wages in a digital account, had been cashing out their wage at ATMs with out taking full benefit of different account providers. Our answer helped these girls learn to make peer-to-peer transfers on their very own. From September to December 2019, we performed a pilot program of our answer with almost 60,000 girls. Because of this, we discovered girls had been extra prone to switch cash or conduct different transactions – 19 share factors extra prone to make transfers as soon as they discovered the right way to full a switch on their very own. These girls additionally made extra frequent transfers 2+ occasions monthly, in addition to bigger switch quantities (126% enhance) in comparison with a management group of shoppers who didn’t obtain the answer.

Earlier this 12 months, we now have continued this work by replicating the account activation answer with Wing Financial institution, considered one of Cambodian main cell cash suppliers with over 12 million prospects. They’ve confronted an identical problem to DBBL, through which Wing’s payroll prospects obtain manufacturing unit wage funds immediately into cell wallets, however select to cash-out their full funds over-the-counter with Wing’s agent community slightly than use their account or Wing Cash app to make monetary transactions.

Ladies’s World Banking’s strategy to replication

Ladies’s World Banking makes use of a three-phase strategy to duplicate options which were developed in different markets and/or with different monetary providers companions. Replication permits us to scale options in a shorter challenge timeline. Within the first section, we led an evaluation of the Wing enterprise operational and buyer circumstances related to the digital account activation answer. Then, we labored collaboratively with Wing Financial institution to adapt the answer elements primarily based on our assessments, and developed and executed an in depth implementation plan to launch the answer for Wing Financial institution prospects. Within the ultimate roll out section that’s at the moment in progress, Wing Financial institution is taking possession of the answer supply and monitoring, with continued help from Ladies’s World Banking to guage effectiveness and suggest extra actions to regulate, develop, or scale the answer.

Determine 1. Ladies’s World Banking’s strategy to replication

The options and advantages

Emphasizing a learning-by-doing course of, the answer elements intention to develop girls’s digital monetary functionality by enhancing their information concerning the account, enabling them to make use of their account and conduct transactions confidently by their very own. Three key answer elements are crucial to reaching this behaviour change, which we tailored from the unique answer to fulfill Wings particular wants. These embody:

  • Study-by-doing training module:

To deal with the information hole about their Wing Financial institution’s account and its advantages, we provide a studying alternative on the basics of their account and the complete vary of accessible providers. We design the educational course of with sensible learn-by-doing tutorials which embody cash transfers, cellphone top-ups, and invoice fee. These are essentially the most related and essential transactions for the ladies, particularly throughout Covid-19.

  • Leveraging acquainted and trusted buyer touchpoint:

Wing Financial institution has a big and accessible agent community, with round 10,000 Wing Money Xpress brokers throughout Cambodia the place girls are at the moment cashing out funds. Nonetheless, we discovered that brokers have restricted time and motivation to assist educate prospects– particularly throughout excessive quantity intervals of wage disbursement when lots of of payroll prospects come to cash-out their funds on the similar time.

As an alternative, we targeted on present, day-to-day manufacturing unit relationships—and leveraged the important thing roles performed by manufacturing unit directors and crew leaders—to develop the appropriate buyer touchpoint. Seen as an authority on Wing and the payroll course of, the manufacturing unit administrator is tasked with coaching crew leaders on the Wing account. In flip, the crew leaders go on this data to girls employees in casual, interactive, and extra time-efficient, teaching periods. As a result of crew leaders immediately supervise girls employees and have extra established, private, trusted relationships with them, girls really feel extra comfy in these smaller periods.

  • Focused and multi-channel communication technique:

By a signage marketing campaign, we inform girls employees  concerning the factory-wide instructional initiative, through which girls be taught concerning the Wing account from their crew leaders. We guarantee these posters are displayed in excessive visitors, excessive visibility areas all through the manufacturing unit, equivalent to canteens, loos, and bulletin boards. To strengthen and encourage utilization of the Wing account, girls may even obtain digital follow-up messages that coincide with their wage funds.

DBBL Wing Financial institution
Study-by-doing module
Transaction tutorial for peer-to-peer transfers utilizing the DBBL cell pockets




Transaction tutorials for transfers and invoice fee utilizing the Wing Financial institution cell pockets



Communication technique  

Posters inside factories illustrate the advantages of the DBBL cell pockets



Posters throughout excessive foot visitors areas element benefits of the Wing Financial institution cell pockets


Buyer touchpoint  

Different employees appointed inside the manufacturing unit




Manufacturing facility supervisors, together with the manufacturing unit administrator and direct line supervisors




Influence of elevated digital account activation and implications for future replication efforts

Wing Financial institution’s rollout of the account activation answer instantly helps prospects to find out about their Wing Checking account and the right way to conduct transactions that deal with their particular person wants. In studying the right way to be an impartial account person, girls achieve higher confidence and consciousness of rapid account advantages, just like the comfort of conducting transactions anyplace, anytime through their digital units. This technique of enhanced learning-by-doing and confidence constructing will encourage girls to start out, proceed, and enhance their utilization of the Wing account.

Constructing digital monetary capabilities may even empower girls to more and more take possession of their funds. In the long run, the account activation answer permits girls to attain higher monetary autonomy and enhance their decision-making energy vis-à-vis their Wing Checking account and general funds. Whereas this specific answer focuses on fundamental use instances to start out, it goals to ascertain a basis for deeper private account engagement and adoption of different monetary providers over time that may enhance the monetary resilience of low-income girls in Cambodia. To observe this influence, we may even be conducting final result analysis with an end-line evaluation in 2022.

Our collaboration with Wing Financial institution represents the profitable replication of an answer in our goal market, Cambodia. By replication, the rollout stage is shortened considerably, leading to an answer for Wing delivered at a fraction of the time and value of the unique answer developed for DBBL in Bangladesh. Additional, this newest success demonstrates important potential to scale the identical replicated answer with different monetary providers suppliers elsewhere as employers and labor organizations are displaying higher curiosity in digital wage funds as a extra handy cost-effective, and contactless transition from money. As such, this account activation answer can present a useful blueprint for optimizing the shopper expertise within the wage digitization course of and enabling girls to benefit from the full advantages of digital monetary providers.

Ladies’s World Banking’s work with Wing Financial institution is supported by the Australian Authorities via the Division of International Affairs and Commerce.



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