Digital Finance: The Consumer Experience, 2023
This report develops a fair digital finance index for low and middle-income countries which are members of the Accelerator - a group of associations trained to represent the collective consumer voice in fair digital finance.
Embedding Trust: The Potential of Privacy by Design for Inclusive Finance
This report introduces Privacy by Design (PbD) and provides a review of the main PbD approaches in literature and wider market practice for their potential applications in the financial inclusion sector.
The Role of Mobile Money Providers and Their Agents in Protecting Customers’ Data
This slide deck presents research findings identifying good practices of responsible agents in safeguarding their customers’ data and the role that providers can play in promoting these practices.
EMW2022 Plenary: Building a Responsible Digital Finance Ecosystem
The plenary shares insights and research on responsible digital financial services (DFS) including research on the new consumer risks associated with DFS and the development of an ecosystem approach to responsible DFS.
Core Indicators to Measure Financial Health and Inclusion
The aim of this guidance is to facilitate the processes of target setting, action plan design and reporting for banks that have chosen financial health and/or financial inclusion as one of their areas of significant impact.
Customer-Centric and Responsible Digital Credit Solutions for Urban and Rural Non-farm Entrepreneurs and Smallholder Farmers
This analysis of digital credit users in India, Indonesia, and Kenya assesses the impact of digital credit on their financial health.
Application of CGAP Customer Outcomes Framework in Uganda
This case study tests the impact of a new basic savings product positioned in the financial inclusion market using the CGAP customer outcome indicator framework.
Consumer Risks and Digital Financial Services: A Côte d’Ivoire Study
This study is part of the activities of the Laboratory for the Protection of Digital Financial Services Users launched by CGAP in 2021 with an objective to accompany local actors in building a responsible ecosystem for digital financial services.
Colombia's Ingreso Solidario: Improving Social Protection Through Public-Private Collaboration and Responsible Digital Payment Practices as Part of COVID-19 Emergency Response
This case study illustrates how designing programs responsibly can result in greater trust in digital financial services, leading to greater volumes of digital transactions, and increased use of digital savings and e-commerce services.
Kenya: A Financial Consumer Protection & Debt Policy Review
This publication looks at the consumer landing landscape for the poor and makes financial inclusion, financial consumer protection, and financial literacy-related suggestions to the Kenyan Government.