Impact of the COVID-19 Pandemic on CICO Agents- Kenya Report (Round 3)

This report covers the findings of the third round of a dipstick research funded jointly by MSC and Swiss Capacity Building Facility. It captures a detailed analysis, insights, and recommendations on the impact of the COVID-19 outbreak on CICO agents in Kenya. The findings help provide recommendations and opportunities for policymakers and financial service providers to strengthen their efforts in supporting CICO agents.

The specific objectives of the research were to:

• Understand and quantify the impact of COVID-19 on CICO agents.
• Inform policy and support subsequent efforts to rebuild the nationwide CICO network.
• Explore options to minimize threats and maximize business opportunities.
• Understand the role of CICO agent networks and the impact of the pandemic on these networks and customers' trust.
• Assess the current experience of CICO agents with private and public sector support services.