Pilot and Rollout Issues for Mobile Phone Banking Services

This note explains about strategies and provides guidance in handling the challenges and issues concerning institutional issues; regulatory & compliance issues; monitoring and feedback from customers and merchants during pilot test and rollout; partnership support and coordination in pilot testing and rolling out mobile phone banking services. Institutional issues include significant training for frontline and back office staff. Regulatory compliance issues must be addressed and it is important to get the regulators on board early. Pilot testing mobile phone banking applications can also be challenging due to the potential for exponential uptake which may make controlled pilot tests more difficult so most institutions at least start with their staff and selected clients in the beginning. Testing partner relationships whether they are between banks, MFIs, MNOs, or third party service providers, or combinations of all four, are important.