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FRONTIER INSIGHTS Mobile Money and Financial Inclusion in Haiti
This publication was produced by the Finance Inclusive Project under Contract No. AID-521-A-17-00004 at the request of the United States Agency for International Development. This document is made possible by the support of the American people through the United States Agency for International Development. Its contents are the sole responsibility of the author or authors and do not necessarily reflect the views of USAID or the U.S. Government.
FRONTIER INSIGHTS Mobile Money and Financial Inclusion in Haiti Program Title:
Finance Inclusive
Sponsoring USAID Office:
USAID Haiti
Contract Number:
AID-521-A-17-00004
Contractor:
DAI Global, LLC
Award Officer Representative:
Marie-Renée Vertus
Date of Publication:
July 2017
Chief of Party:
John Jepsen
Project Manager:
Elodie Manuel
Author
Karim Bin-Humam, Senior ICT Specialist, DAI
This publication was produced by the Finance Inclusive Project under Contract No. AID-521-A-17-00004 at the request of the United States Agency for International Development. This document is made possible by the support of the American people through the United States Agency for International Development. Its contents are the sole responsibility of the author or authors and do not necessarily reflect the views of USAID or the U.S. Government.
CONTENTS ABBREVIATIONS AND ACRONYMS ....................................................................................... III INTRODUCTION .............................................................................................................................1 APPROACH AND METHODOLOGY .........................................................................................3 TARGET POPULATION KEY QUESTIONS SCOPE
3 3 3
SURVEY SUMMARY ..........................................................................................................................5 A NOTE ON STATISTICAL SIGNIFICANCE HIGH-LEVEL RESULTS AND INSIGHTS Biographical Data Information Flows Mobile Phone Usage Access to and Use of Financial Services: Awareness and Use of Mobile Money MAJOR TAKEAWAYS
5 5 6 7 8 9 11 14
POTENTIAL NEXT STEPS: .......................................................................................................... 17 QUICK WINS: MEDIUM-TERM GOAL:
17 17
ACCESS TO FULL DATA DASHBOARD ................................................................................ 19 ANNEX I: HAITI FRONTIER INSIGHTS SURVEY (CREOLE) ............................................. 21 ANNEX II: HAITI FRONTIER INSIGHTS SURVEY (ENGLISH) .......................................... 31
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FIGURES Figure 1: Research was conducted at 9 branch locations, with green points representing CPF branches and red points representing Socolavim branches 4 Figure 2: A Breakdown of the Key Demographics Covered 5 Figure 3: The Overwhelming Majority of those Interviewed Have a Level of Literacy that Would Allow Them to Interact with a Well-Designed Mobile Application 6 Figure 4: A Large Number of Survey Respondents Owned Businesses, the Majority of Which Were Very Small Retail Services 7 Figure 5: Respondents Largely Rely on Very Traditional Sources for Their News 7 Figure 6: Credit Unions Proved to Be the Most Trusted Source of Loans for Their Customers Among All Options for Borrowing Money 9 Figure 8: Respondents Were Largely Aware of, Albeit Not Necessarily Familiar with Mobile Money Products 11 Figure 9: Attitudes Toward Mobile Money as a general Service Were Positive and Inclusive in Nature 12 Figure 10: Efficiency and Security Were the Two Most Cited Perceived Advantages of Mobile Money 13
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ABBREVIATIONS AND ACRONYMS $ ACME ANACAPH ANIMH BRH CPF CU DFS EE FAA FI FinTech FS FSP FY IR IDB KNFP LTTA M&E MF MFI MNO NFIS NGO POS RFP SIA SO STTA TA USAID WB WOCCU
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U.S. DOLLARS Action pour la coopération avec la micro enterprise Action pour la coopération avec la micro enterprise Association National des Institutions de Microfinance d’Haïti Banque de la République d’Haïti Caisse Populaire Fraternité Credit Union digital financial services enabling environment fixed amount award financial inclusion financial technology financial services financial service provider fiscal year Intermediate Result Interamerican Development Bank Konsèy Nasyonal Finansman Popilè long term technical assistance monitoring and evaluation microfinance microfinance institution mobile network operator National Financial Inclusion Strategy nongovernmental organization point of service request for proposal Strategic Impact Advisors Strategic Objective short term technical assistance technical assistance United States Agency for International Development World Bank World Council of Credit Unions
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INTRODUCTION The USAID/Haiti Finance Inclusive project aims to expand financial inclusion in order to increase economic security and promote a stable and economically viable Haiti. The objective of Finance Inclusive is to tackle market failures within the enabling environment and increase financial inclusion in a way that creates large-scale, lasting benefits for the poor. To this end, between the dates of September 18, 2017 to September 28, 2017, the Finance Inclusive project undertook a demand side research initiative known as “Frontier Insights.” In a broad sense, this initiative explored how technology might play a role in overcoming some of the constraints to poor people’s access to financial services and markets. It examined whether mobile technology could be a viable instrument for incentivizing financial institutions and mobile service providers to better serve lower tier markets. Specifically, the research aimed to assess the attitudes towards and usage of mobile technologies by an identified target group of potential early adopters generally – specifically examining these dynamics as pertains to digital financial services and mobile money. Practically, the goal of the research was to identify avenues for engagement and mechanisms for improved financial service delivery that create value for financial institutions, mobile technology service providers, and Haitian citizens in need of improved access to financial services. This report provides detail on the approach and methodology used to undertake the Frontier Insights exercise in Haiti as well as some analysis on the data collected. An interactive dashboard of the full dataset can be viewed at the following link: http://www.digital-at-dai.com/haiti/finance-inclusive/
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APPROACH AND METHODOLOGY Building upon preliminary research conducted by FI’s partners and leveraging existing partnerships, a team of 4 staff conducted demand-side ethnographic research known as Frontier Insights to gather informative insights into technology use – specifically mobile phone and digital financial services (DFS) – among key target demographics with latent potential for DFS adoption and improved financial inclusion. The Frontier Insights research methodology deployed for this research is a rapid, highly targeted, inperson ethnographic research methodology designed to uncover meaningful insights into the lives of people living in marginalized communities as pertains to technology use and media consumption habits. Administered through a conversational interview with constituents, Frontier Insights sheds light on how a defined set of people in a specific country, region, or demographic group seek and share information and services both through traditional media and new technologies. The approach both generates aggregated data from the collation of survey results as well as informative ethnographic stories that qualitatively inform the trends observed in the data. The data, combined with deep personal stories that inform why the data reveals certain trends, form what we call “insights” and represent the actionable results of this research approach. TARGET POPULATION The strategic approach of FI to this research activity was to target a specific segment of the population that could potentially represent a catalytic set of early adopters of digital financial services. For this reason, the subject of the research was not necessarily the poorest, most rural, or least literate of the Haitian population. Instead the target population leveraged partner projects’ existing relationships with specific financial institutions to target Haitians with a demonstrated basis of financial literacy. For that reason, existing members of Credit Unions (Specifically Caisses Populaire Fraternité and Socolavim) were selected as subjects for the research activity. KEY QUESTIONS In terms of content, this iteration of Frontier Insights aimed to address a set of overarching questions: What kind of general information and communication technology usage patterns exist among the target group that might define how financial institutions and mobile service providers might tap into to deliver improved financial services through mobile technology? How do credit union customers currently interact with their financial service providers and what pain points do they face in accessing and using their services? What level of awareness exist among customers of the potential for mobile-enabled financial services, and what it their attitude towards the prospect of leveraging these technologies to handle their finance? SCOPE As previously mentioned, the effort leveraged the partnership of FI’s sister USAID project “Finance pour Tous” with 2 Haitian credit unions: Caisse Populaire Fraternite (CPF) and Socolavim with a combined
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ten branches in nine locations, of which nine were covered during the research for a total of 183 credit union members interviewed. FIGURE 1: RESEARCH WAS CONDUCTED AT 9 BRANCH LOCATIONS, WITH GREEN POINTS REPRESENTING CPF BRANCHES AND RED POINTS REPRESENTING SOCOLAVIM BRANCHES
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SURVEY SUMMARY Other than a target of twenty interviews per credit union branch location, the research team did not impose any demographic targets upon the interview process. Participants were solicited at credit union locations in the order in which individuals entered the branch to engage with the institution. All potential interviewees were first briefed on the purpose of the research and explicitly informed that information gathered would be entirely anonymous and that participation was one hundred percent voluntary. In addition, interviewees were not coaxed into providing answers. An individual could voluntarily decline to answer any question administered. For detailed information on both the approach to informed consent and specific questions administered, see the Questionnaire in Annex 1. A NOTE ON STATISTICAL SIGNIFICANCE The frontier insights methodology is ethnographic and qualitative at its core, focusing on developing an understanding of customs and habits to inform immediate programmatic actions. To that end, the survey methodology does not focus on statistically significant sampling methods from which broad ranging inferences can be made. Though Frontier Insights collects data that can be aggregated, the real value in the research lies in the insights underlying those aggregate figures that is collected through Frontier Insights’ conversational approach. Despite not imposing specific targets, the interviews covered a broad range of constituents, allowing the team to explore demographic dynamics as well: FIGURE 2: A BREAKDOWN OF THE KEY DEMOGRAPHICS COVERED
HIGH-LEVEL RESULTS AND INSIGHTS The following pages describe the most salient results of the research conducted, including aggregate data and the qualitative stories that inform the trends that those data indicate.
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Biographical Data
Before exploring people’s interactions with specific technologies, we explored more fundamental aspects of their lives that might help to inform the potential design of future products. 42% of those interviewed were women The average age of those interviewed was 36 years of age, ranging between 16 and 70 years. Those interviewed live in a broad geographic range of administrative communes (18 different communes to be exact) 98% of people interviewed own a government issued ID for a personal identity, suggesting that the issue of identity verification would not be a significant barrier to registration for new services requiring identification. A first observation of major note is that the overwhelming majority of those interviewed possess the ability to both read and write and have achieved a secondary level of basic education, suggesting that they would be able to effectively interact with a well-designed, text based mobile application. FIGURE 3: THE OVERWHELMING MAJORITY OF THOSE INTERVIEWED HAVE A LEVEL OF LITERACY THAT WOULD ALLOW THEM TO INTERACT WITH A WELL-DESIGNED MOBILE APPLICATION
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Furthermore, more than half of the people that were interviewed owned some form of business, the overwhelming majority of which were small, single-person businesses in various areas of retail, indicating a specific need for a basic level of financial literacy and independence as well as an added dimension of financial services use for professional purposes in addition to personal ones. FIGURE 4: A LARGE NUMBER OF SURVEY RESPONDENTS OWNED BUSINESSES, THE MAJORITY OF WHICH WERE VERY SMALL RETAIL SERVICES
INFORMATION FLOWS The first non-biographical observation that was drawn from the aggregated data was that in contrast to some of the other markets in which Frontier Insights research has been conducted, this particular target population relied heavily upon more traditional media for news and information. Radio dominated the list of media that people identified as being one of their primary sources of news, with more than double the mentions of either television or the mobile phone. FIGURE 5: RESPONDENTS LARGELY RELY ON VERY TRADITIONAL SOURCES FOR THEIR NEWS
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As the subsequent section of this report describes, the overwhelming majority of survey respondents have access to a mobile phone with a majority owning smartphones and using platforms such as WhatsApp and Facebook. While engagement by credit unions with customers who’s contact information is known could be done via mobile technology, news source information would suggest that radio could be an optimal mechanism for reaching out to potential new customers to market services. If – as suggested later in the report – activities such as mobile money agent services or digital literacy trainings were to take place at credit union branches, radio could be a medium for advertising such activities to non-credit union customers to participate. MOBILE PHONE USAGE Of central importance to the feasibility of rolling out mobile technology based financial services is getting an in depth understanding for how the target population interacts with mobile technology. In this instance, some of the findings proved particularly interesting. 98% of those interviewed owned a mobile phone – appropriately designed mobile services are therefore easily accessible to the vast majority of credit union members interviewed. Digicel is the mobile network operator that reaches the majority of those interviewed, with a total of 88% of those interviewed possessing a Digicel SIM card: 46 % have a Digicel SIM card
12% have a Natcom SIM card
42% have both Digicel and Natcom SIM cards
This suggests that if a non-interoperable mobile based service were to be designed for the target population, one based on Digicel’s underlying infrastructure would be more likely to be accessible the target population. Perhaps one of the more surprising observations during the research was that an impressive 72% of all of those people that owned phones owned smartphones as opposed to simple keyboardinput based phones. On average, interviewees sent 79.6 messages using their mobile phones each day using various platforms, with WhatsApp being the most prevalent (among those with smartphones). Despite a few outliers that brought this average figure up, it is clear that excluding the 32 interviewees that do not send any messages at all, the target population tend to be active messengers. Over two thirds of those interviewed had a smartphone and the majority of those with smartphones were avid users of WhatsApp and Facebook messenger – free communications/messaging platforms. While this observation proved slightly less dramatic when considering certain demographic segments, overall the high ownership of smartphones and use of WhatsApp remained high. Among those earning a living from Agriculture: 61% own a smartphone and 65% of those use WhatsApp for communication. Among those interviewed at rural credit union branches: 63% own a smartphone, 67% of which use WhatsApp Perhaps most surprisingly, among the 24 individuals that did not own a business nor identify a specific source of earnings, 91% still owned a Smartphone, among which 91% use WhatsApp
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When pressed on how people use Smartphones and WhatsApp, it became clear that regardless of profession or source of income, individuals recognized a major value that free communication platforms offer to their daily life in terms of being able to communicate cost efficiently not only with interlocutors within Haiti, but also with family and friends abroad particularly using WhatsApp. 97% of all smartphone owners said that they used WhatsApp regularly to not only send text messages but also voice messages. To again delve into specific media through which direct and targeted engagement with credit union customers might be possible, among the smartphone owning majority there is a clear dominance of applications that people use on a regular basis: WhatsApp and Facebook/Facebook Messenger. ACCESS TO AND USE OF FINANCIAL SERVICES: Every person that was interviewed for this iteration of Frontier Insights had some level of access to financial services since each person was a member of a credit union. But our research aimed to understand how they interact with these services, what pain points they experience during that process, and how those services might be improved through mobile technology. The first major insight that we derived from the data collected was that the credit unions were indeed highly trusted sources of financial services – particularly loan services – among their customers. A number of figures point to this insight: Firstly, 86% of respondents said that they were either satisfied or very satisfied with the level of service offered by their credit union. Beyond that, the majority of respondents identified their credit union as a preferred source of short term loans (nearly twice as many as the second most cited source: family members) FIGURE 6: CREDIT UNIONS PROVED TO BE THE MOST TRUSTED SOURCE OF LOANS FOR THEIR CUSTOMERS AMONG ALL OPTIONS FOR BORROWING MONEY
These were particularly intriguing observations when we consider that half of all those interviewed also owned a secondary account at another financial institution beyond their credit union.
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However, if satisfaction and trust levels vis-à-vis credit unions was really so high the question became: why do people see the need to have a secondary account (primarily with a bank)? When prodded as to why people did possess a second account, it became clear that overwhelmingly, the reasons were not because of better service provision. In fact, most of the respondents who had a bank account in addition to their credit union account claimed to have opened one out of obligation or requirement rather than personal preference: Many respondents had opened a bank account before they became aware of the possibility of opening an account with a credit union. A significant portion of those with Bank accounts opened those accounts because of either payroll requirements of their employers, or because of government requirements for the payment of subsidies. Despite the high levels of trust and satisfaction displayed by respondents vis-à-vis their credit unions’ services, it was also observed that there was room for improvement in service delivery and customer engagement Only 18% of respondents said that they had ever been contacted directly by their credit union about their services, and a portion of those had been “contacted” though posters and flyers. Furthermore, those that had been contacted were 11% more likely to be satisfied with credit union services. This seemed to indicate that there is potential for closer, more targeted engagement with credit union customers, and considering the high rate of mobile phone ownership as well as high rates of usage of dominant apps such as WhatsApp and Facebook, these could all offer potential mechanisms for engagement and customer service. People were also clearly visiting their CU branches quite regularly, primarily to perform basic transactions such as account withdrawals, deposits, and making payments towards loans: Figure 7: A Large Majority of People Tend to Make Regular Visits to Their Credit Union Bank to Perform Basic Transactions that Could Be Automated
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The majority of these tasks could be automated to reduce the friction associated with in-person visits to the branches for service delivery. This becomes even clearer when we consider the primary suggestions that survey respondents gave to how they felt that credit union services might be improved: Shorten wait times and reduce the long lines at credit union branches Make more tellers available to serve customers Increase the number of branches Reduce the complexity and time associated with loan application processes, in particular for return customers with a good record of loan repayment. AWARENESS AND USE OF MOBILE MONEY Finally, during the research, the team examined the familiarity of interviewees with existing mobile money products on the Haitian market, as well as general attitudes and usage patterns as relates to them. An overwhelming majority of interview respondents had some level of familiarity with existing mobile money products on the Haitian market: FIGURE 8: RESPONDENTS WERE LARGELY AWARE OF, ALBEIT NOT NECESSARILY FAMILIAR WITH MOBILE MONEY PRODUCTS
Once again, in this case Digicel’s market offering exhibited major brand recognition amongst those that were aware of mobile money products – far more than that of its competitor, Lajan Cash. Of those respondents that had heard of mobile money: 86% were aware of Mon Cash Only 12% had heard of Lajan Cash, and all of those aware of Lajan Cash were also aware of Mon Cash
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In addition to knowing of the existence of such services, general attitudes towards mobile money as a service offering were overwhelmingly positive, with most respondents agreeing with the statement that mobile money is accessible to everyone, over other less positive statements as to who benefits from mobile money services: FIGURE 9: ATTITUDES TOWARD MOBILE MONEY AS A GENERAL SERVICE WERE POSITIVE AND INCLUSIVE IN NATURE
Despite this overwhelmingly positive general attitude to mobile money as a concept, our data was beginning to show some confusing trends. For instance, if so many knew about mobile money services, and most people thought that mobile money was both reliable and beneficial and accessible to all people, why was it that only 32% of respondents had a mobile money account themselves? Additionally, if only 32% of respondents had a mobile money account, how was it possible that when asked how they would send money to a family member or friend in another city, more people said they would do it via mobile phone than any via any other mechanism (wire transfer, money transfer service, online banking, etc). Even more confusingly, examining only those that responded that they do not have a mobile money account, just under half of those people still said that they use mobile phones to transfer money to friends and family. What could explain this? When we began to dig deeper and explore just how people were using mobile money products, we began to uncover vital insights. What we began to realize that these seemingly conflicting data were in fact the result of people using mobile money products in ways that they were not originally designed to be used. Instead of opening personal mobile money accounts, cashing in, and transferring funds directly using those accounts, people were using third parties such as mobile money agents or friends to execute transfers on their behalf. But why? The team found that there were 2 primary reasons for why so many respondents were using third parties for mobile money transfers:
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Lack of Mobile Money Literacy 65% of those without a mobile money account demonstrated a lack of understanding for how mobile money services work and citing this lack of knowledge as the primary reason for not opening an account. It quickly became clear that many respondents did not know that they didn’t require an agent to be able to transfer money between accounts. Furthermore, several people demonstrated an even more fundamental lack of understanding, describing their fear of losing their mobile money currency if their phone was lost or stolen. Of course, this is not the case. Lack of Trust of Mobile Network Operators A significant number of respondents explicitly stated that they don’t put money into a person mobile money account because they do not trust the companies that own the mobile money services. Digicel in particular is often cited for having stolen people’s airtime, cause them to fear that the same would happen with mobile currency. Whether or not these claims of theft are well founded, perception and mistrust is clearly a barrier to adoption among those that were interviewed. Despite the significant obstacles of digital literacy and mistrust of mobile network operators, people remain open to the possibility of using mobile money services to perform a variety of tasks. Across the board, respondents overwhelmingly state that they would consider using mobile money to perform a multitude of tasks, including making school payments, utility bill payments, receive salary payments, and receive loans and deposit money in savings accounts. In addition, respondents clearly understand that mobile money can provide them with specific benefits with efficiency and personal security at the forefront of those perceived personal benefits. FIGURE 10: EFFICIENCY AND SECURITY WERE THE TWO MOST CITED PERCEIVED ADVANTAGES OF MOBILE MONEY
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MAJOR TAKEAWAYS The trends observed in the data collected combined with deep personal experiences that the research team explored with survey respondents crystalized a number of major insights we feel sum up the most salient takeaways: 1. THE FOUNDATIONS FOR PILOTING MOBILE MONEY BASED FINANCIAL PRODUCTS EXIST
100% of the people that we interviewed were credit union customers that possessed a basic financial literacy that at the very least involved understanding how to open and maintain a financial account, as well as apply for and make payments towards loans. As a result, we can say that the financial literacy of the target population does not pose specific barriers to potential adoption of very basic mobile based financial services. Be that as it may, specific digital literacy issues are another issue entirely, as point number 2 details. The observed basic regular and financial literacy combined with high (98%) mobile phone ownership – a large majority of which are smartphones – we can presume that a well-designed mobile platform would be both accessible and able to be operated by those credit union customers. 2. THERE ARE 3 KEY BARRIERS THAT NEED TO BE ADDRESSED WHEN ROLLING OUT MOBILE BASED SERVICES
Digital literacy as pertains to mobile money The team’s research showed that despite generally positive attitudes towards the potential of mobile money as mechanism for service financial service delivery, a profound misunderstanding for exactly how exiting mobile money products on the market work exists. This lack of literacy is clearly a barrier to uptake, and in fact, when explained exactly how products such as Mon Cash works, survey respondents that originally did not understand the product became increasingly interested. Mistrust for mobile network operators Beyond the segment respondents that possessed a lack of understand of mobile money products, another subset of respondents intentionally did not use personal mobile money accounts because of the perception that mobile network operators that run those services are not to be trusted. This portion of the target population require a restoration of trust before they will be willing to use financial services based on platforms run by those mobile service providers. Usability of platforms While this barrier was not specifically address by targeted survey questions, it became clear while showing interviewees with limited mobile money literacy how such platforms work, that the user experience (particular for those with simple, dumb phones) represented a barrier to usage of the platform. When performing impromptu trainings for interviewees, menu entries often had to be entered multiple times before they were registered by the system, and session timeouts were common. Usability of mobile money platforms is not an insignificant factor in promoting adoption, especially considering that many of those (who own smartphones) interact heavily with slick and efficient user interfaces of platforms such as Facebook and WhatsApp. For a person using a platform for the very first time, it is it critical that their introductory experience is one that is intuitive, lest they abandon the platform quickly.
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3. CREDIT UNION CUSTOMERS ARE KEEN TO LEARN AND EXPRESS A GENUINE INTEREST IN THE PRODUCT WHEN GIVEN ATTENTION.
Perhaps one of the most important non-quantitative insight the research team gathered during the activity was the willingness of interviewees to learn about mobile money products and how they worked specifically. Many survey respondents initially indicated little interest in mobile money products yet when shown the platform many became interested with some asking the research team to set up accounts for them and others still saying that if there were a mobile money agent at the credit union bank, they would open an account right then and there.
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POTENTIAL NEXT STEPS The purpose of Frontier Insights research is to produce insights that offer clear actionable recommendations for projects. To that end, given the insights described in previous pages, the research suggests several potential next steps based upon the results presented. QUICK WINS In the short-term there is so-called “low hanging fruit” that Finance Inclusive can pick in partnership with participating credit union branches and mobile money service providers to practically pilot uptake of mobile money platforms with the long-term goal of providing formal financial services using these platforms. Foster partnership between mobile money service providers and credit unions to provide mobile money agent service at credit union branches. Several credit union branches already provide agent services for money transfer products such as Sogebank. Offering mobile money services such a Mon Cash or Lajan Cash through certified agents at credit union service branches would serve the purpose of both increasing awareness and familiarity of credit union customers with said products, while also leveraging the trust that customers have for the institutions. Strategically it may make sense for mobile network operators that are experiencing brand perception problems to leverage existing trust networks to bring their products to an apprehensive audience. Targeting members with smart phones can help increase user experience, and reduce turnover. Embed training services and customer support for mobile money services in credit union branches The research has shown that simply making mobile money services available does not go far enough in terms of driving adoption and use. A more engaged approach is needed to make sure that potential early adopters among the target population have a positive initial experience with the platforms, and fully understand how the system functions to avoid confusion that may add to mistrust of those that operate the mobile money platforms. Multimedia platforms could be available within the credit union branch to help educate interested potential users. MEDIUM-TERM GOAL Operating under the assumption of successful engagement with credit union customers in the short run that focuses on uptake and digital literacy through the leveraging of existing trust networks, the next logical opportunity for credit unions and mobile money service providers is to offer basic financial services through mobile platforms. As identified in the research, most credit union customers visit their credit union branches regularly to perform simple, rote tasks that could be automated through mobile money, providing efficiency gains for both the credit unions and their customers while representing a business value proposition for mobile money service providers. Low hanging fruit vis-à-vis those transactions include account deposits and withdrawals, and loan payments. But in addition to these transaction, the payment of school fees could represent another initial pilot offering. Credit unions such as Caisse Populaire Fraternite and Socolavim offer school fee payment as a branch service and a
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significant number of those entering the credit unions’ branches are non-members coming to pay school fees. Unquestionably when asked which type of tasks people would be willing to perform using mobile money, school fees elicited the most enthusiastic positive responses. This medium-term goal would require closer collaboration between the credit unions and mobile money service providers directly to facilitate the establishment of corporate mobile money accounts with customized platforms that allow for transparent, traceable transactions that are easily managed by a minimal set of credit union staff.
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ACCESS TO FULL DATA DASHBOARD The non-qualitative research presented in this report is based upon data collected through the described survey. This data in available in its fullest through an interactive dashboard that allows any viewer to see the aggregate level results of all questions addressed in the survey. It is also interactive in the sense that it allows for the manipulation of visualizations based on filters applied by the viewer to be able to better target specific segments of the group of credit union customers interviewed:
This interactive dashboard can be viewed at the following link: http://www.digital-at-dai.com/haiti/finance-inclusive/
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ANNEX I: HAITI FRONTIER INSIGHTS SURVEY (CREOLE) Haiti Digital Insights Ankèt Individy èl v.1 Entrodiksyon DAI se yon òganizasyon devlopman mondyal kap travay ak gouvènman, òganizasyon epi lòt konpani pou amelyore aksè ak sèvis finansye yo. Nou ap travay ak gouvènman, òganizasyon epi kès popilè tankou Kès popilè fratènite ak Socolavim pou nou fè yon anket sou konpòtman bankè pou nou wè kòman nou kapab ofri nouvo sèvis lajan mobil la. Rezon ankèt sa se pou genyen enfomasyon ki pral ede enstitisyon finansye yo pi byen konprann bezwen kliyan pou kapab pi byen sèvi yo. Enstriksyon ak konsantman Nou vle ou santiw alèz e konprann ke etid sa depann de patisipasyon vonlontè ou. Pa gen ni bon ni move repons, objektif nou se pou nou konprann ou pi byen Kesyonè sa totalman anonim; nou pap mande ou nonw, nimewo telefòn ou, ni adrès ou. Kesyonè sa ap dire anviwon 20 minit. Okenn nan kesyon yo pa obligatwa. Si gen yon kesyon ou pa anvi reponn, sa pap yon pwoblem, jis di nou kew ou pa kapab oubyen ou pa anvi reponn. Si ou pa konprann yon kesyon ou kapab mande mwen epi mwen ap esplikew li.
Ѐske ou aksepte reponn kesyonè a? Wi [ ] Non [ ]
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Byografi
1)
Ki laj ou genyen?
2)
Ѐske yon fi ou gason?
3)
Kibò ou abite?
Fi
Gason
Depatman
Komin
Vil Andeyò vil
a) Wap viv nan vil oubyen andeyò vil la?
Wi Non
Li
4)
Ou konn li ak ekri?
5)
Ki pi wo nivo edikasyon kew resevwa?
Lekòl primè
6)
Ki distans:
Ekri
Lekòl segondè
Lekòl profesyonèl
Inivèsite
Ѐske ou genyen Kat idantite oubyen elektoral?
Wi 7)
Seksyon Kominal
Non
Ou genyen biznis?
Wi
ki biznis kew genyen?
Non
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8)
Ane pase, ou te travay pou te fè kob? ki biznis kew genyen?
Agrikilti Komes Travay pou moun Lòt:
Wi
Konbyen jou ou travay pa semenn? Konbyen tan ou travay pa jou?
Non
Ou resevwa transfè lajan oubyen lòt jan de sipo ekonimik?
Wi:________________________ Non
Information
9)
Kijan ou fè pou? Pataje enfomasyon ak fanmiw, zanmiw, kolèg travay ou, …
Tande Nouvèl
Tande nouvo pwodwi ak sèvis kew enterese ak yo.
Radyo
Radyo
Radyo
Televizyon
Televizyon
Televizyon
Jounal
Jounal
Jounal
Apèl telefòn/ mesaj
Apèl telefòn/ mesaj
Apèl telefòn/ mesaj
Fesbouk
Fesbouk
Fesbouk
Aplikasyon ki voye mesaj
Aplikasyon ki voye mesaj
Aplikasyon ki voye mesaj
Sit entènet
Sit entènet
Sit entènet
Imèl
Imèl
Imèl
Lòt:
USAID.GOV
lòt
lòt
FRONTIER INSIGHTS
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Teknoloji 10)
Ou itilize telefòn mobil?
Pèsonel Se pou ou li ye oubyen ou patajel ak lòt moun?
Wi Kilè pandan jounen an ou itilize li? (pran tout sa ki aplikab yo)
Non
11)
Ak kiyès?
Pataje
Maten (5 AM to 11 AM) Mitan jounen an (11 AM to 1 PM) Aprèmidi (1 PM to 9 PM) Aswè (9 PM to 5 AM)
Sote pati aksè ak itilizasyon sèvis finansye a
Ki model telefòn ou itilize? (pran tout sa ki aplikab yo) Ask the interviewee to show you their phone
Senp (keys-based input) Blackberry Ki twa aplikasyon ke ou itilize plis?
1:________________________________ 2:________________________________
Telefòn entèlijan (ekran tòtch)
12)
24 |
3:________________________________ Ou itilize watsap sou telefòn ou?
Wi
Non
Ou itilize mesaj fesbouk sou telefòn ou ?
Wi
Non
Ki konpayi telefòn ou itilize? (pran tout sa ki aplikab yo)
FRONTIER INSIGHTS
USAID.GOV
Digicel Natcom Lot:
a) Konbyen kob ou depanse pa jou pou achte minit telefòn? b) Konbyen mesaj SMS ou panse kew voye pa jou?
13)
Ou itilize telefòn ou pou al sou entènet?
14)
Ou itilize telefòn ou pou fè transfè lajan? Ou voye lajan pou?
Wi De kiyes ou konn resevwa lajan?
Wi Non
Kòman?
Data sou telefòn Wifi
Fanmi Zanmi Asosye bizis Lòt: Fanmi Zanmi Kliyan bizis ou Asosye bizis Lòt:
Kliyan bizis ou
Non
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FRONTIER INSIGHTS
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Aksè nan epi sèvi ak nan Sèvis Finans 15)
An plis de kont kès popile w la, èskew gen aksè ak lòt kont finansye? (e.g. Bank, MFI)? Ѐske kont sa se pou ou menm sèl oubyen ou patajel ak lòt moun?
Wi
Bank MFI
Poukisa ou ouvri yon lòt kont?
Posede Pataje
Mwen te bezwen yon kote poum kenbe lajanm an sekirite Mwen te bezwen yon prè Mwen genyen yon biznis Mwen te bezwen yon kote poum depose lajan travay mwen Mwen te vle itilizel poum pa depanse lajanm rapid Pou mwen sere lajan de tan zan tan Lòt: _____________________________________________
Siw sere lajan, ki objektif prensipal ki fèw fe sa?
Non Pou ki rezon ki fèw pa gen yon kont?
16)
Konbyen fwa nan yon mwa ou vizite yon sikisal kotew sere kob ou?
17)
Konbyen tan ou pran pou ale nan yon sikisal kotew sere lajanw?
18)
Lèw vizite sikisal kote ou sere kob la, kisaw al fè?
26 |
M pa we rezon pou mwen genyen youn Mwen pa konn kibò poum ale poum genyen youn Mwen pa fè enstitisyon finansye yo konfyans ak lajan m Lot:__________________
Pou fè depo oubyen retre Pou fè aplikasyon pou yon prè Pou fè aplikasyon pou asirans Pou verifye balans kont ou
FRONTIER INSIGHTS
USAID.GOV
19)
A ki nivo kew satisfe ak sèvis kew jwenn nan sikisal yo?
Satisfè anpil
Satisfè
Net
Pa Satisfè
Pa Satisfè ditou
a)
Ou pa gen okenn konsèy sou koman pou yo amelyore sèvis la?
b)
Ѐske Entitisyon kotew gen kob la konn kontaktew pou sèvis ke yo ofri?
Wi
Koman yo kontaktew?
Apèl telefòn
Postè / afich watsap Fesbouk imèl an pèson
Lòt:
Non
20)
Si ou ta renmen voye kob pou fanmiw oubyen zanmiw oubyen asosye biznis ou ki ap viv potoprens oubyen yon lòt kote, kijanw tap fè sa?
an pèson, bal lajan kach Fè yon transfè lajan nan yon bank an pèson Fè yon transfè lajan nan yon bank pa apèl telefòn Itilize telefòn mobil direkteman Pa entènet Lòt: ___________________
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FRONTIER INSIGHTS
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21)
Sou ki fòm ou resevwa lajan kew ap itilize a?
Kach Lòt:
22)
Chèk
Transfè
Sou telefòn
Lew resevwa yon ti kob anplis de saw gen pou depanse, konbyen ou konn sere ladann?
Mwens ke yon ka
23)
Depo
Mwens ke mwatye
Mwens ke twa ka
Tout
Siw bezwen prete lajan pou peye yon bil, achte yon bagay, oubyen komanse yon biznis, kibow ap jwenn kob sa?
Fanmi
Zanmi Bank
SACCO
Sol
Program òganizasyon
Kès popilè
gouvènman
Prete kote map travay la Konsyantizasyon ak nivo Comfort konsènan DFS / Mobile Lajan 24)
Ou konn abitye tande apropo lajan mobil/ lajan sou telefòn?
Wi Non
25)
Eske ou konn kisal ye (No notes, this is to verify that the person understands) Explain to the individual what Mobile Money is.
Kisa ou panse ki avantaj lèw itilize lajan mobil olye lajan papye?
Pri transaksyon yo Lòt: 26)
Aksè 24/24
plis sekirite
transparans
Ѐske w okouran de sèvis lajan mobil sa yo?
MonCash
28 |
Pi efikas/ Pi rapid
FRONTIER INSIGHTS
LajanCash
Lòt:
USAID.GOV
a) Si wi, ou panse ke moun kapab kwè nan sevis sa yo?
Wi No
27)
Pou kisa?
Kisa ki dekri pi byen sèvis lajan mobil la an Ayiti
Se yon pwodwi ki la pou sèvi moun rich yo Se yon pwodwi ki la pou sèvi moun pov yo Se yon pwodwi ki la pou sèvi jenn moun yo Lòt: 28)
Se yon pwodwi ki la aksesib ak tout moun Se yon pwodwi ki fèt pou sèvi moun ki ap travay nan òganizasyon Se yon pwodwi ki benefisye plis bank ak konpani telefòn yo
Ou genyen yon kont lajan mobil? Ki sèvis? Konbyen transaksyon ou pansew fè pa semen?
Wi Kiyès ou voye lajan/ resevwa lajan bay
Non
USAID.GOV
Kisa ki anpechew ouvri oubyen itilize yon kont lajan mobil?
Manb fanmi Zanmi Peman sevis yon konpani Bank/ kes popile mwen Chèf travay mwen Anplwaye mwen Lòt:
Mwen pa konprann koman poum itilize li Aplikasyon yo pa fasil pou itilize Pa gen lòt moun ki konn itilize li Mwen pa kwè nan li Twò riske Lòt:
FRONTIER INSIGHTS
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29)
Eskew konsidere itilize telefòn ou pou sèvis sa yo? Wi
Petèt
Non
Peye bil tankou dlo ak kouran
Peye Lekòl pitit ou
Voye lajan bay lòt moun
Resevwa lajan de gouvenman an
Peye taks
Resevwa lajan travay ou
Depoze ou retire lajan nan yon kont mobil
Resevwa prè
Sere Lajan
Kòmante:
30 |
FRONTIER INSIGHTS
USAID.GOV
ANNEX II: HAITI FRONTIER INSIGHTS SURVEY (ENGLISH) Haiti Digital Insights Survey for Individuals Introduction DAI is a global development organization that works with government, NGOs and companies to improve access to financial services. We are working with the government, NGOs and Credit Unions like Caisse Populaire Fraternité and Socolavim to do market research on banking habits to support the introduction of new mobile banking services. The purpose of this survey is to get information that will help financial institutions to better understand their clients’ needs so that they can serve them better. Instructions and Consent We want you to feel comfortable and understand that this market research depends on your voluntary participation. There are no right or wrong answers, our only goal is to understand you better. The survey is totally anonymous; we will not ask your name, phone number, or address. The survey will last about 20 minutes. None of the questions are mandatory. If there's a question that you would rather not answer, that is fine, just tell us that you cannot or prefer not to answer. If you do not understand a question, you can ask me and I will clarify. Do you agree to take the survey? Yes [ ] No [ ] Biographical 30)
How old are you?
31)
What is your gender? M/F
32)
Where do you live? a) Département: __________________ b) Commune: ________________________ c) Section commumale: ______________________ d) Do you live inside or outside of the city? [ ] Inside [ ] Outside If outside, Distance:______________
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FRONTIER INSIGHTS
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33)
Are you able to read and write? a) [ ] Yes [ ] Read [ ] Write b) [ ] No
34)
What is the highest level of education that you have attained? a) [ ] Primary School b) [ ] Secondary School c) [ ] Professional/Vocational School d) [ ] University
35)
Do you own a government issued form of identification? a) [ ] Yes b) [ ] No
36)
Are you a business owner? a) [ ] No b) [ ] Yes If Yes, what type of business do you own? ____________________
37)
In the last year, did you work and earn money? a) [ ] Yes How do you earn this income? Agriculture Commerce Employed (Wage Labor) Other_______________ How many days a week do you work (on average?) _______________________ How many hours per day (on average)? ___________________ b) [ ] No Do you receive remittances or some other form of income (government subsidies, etc…) [ ] Yes: _____________ [ ] No
Information Flows 38) Other than in person, how do you…? Find out about news
Share Information with family, friends, colleagues, etc
Hear about products and services that you are interested in
Radio TV Newspaper
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FRONTIER INSIGHTS
USAID.GOV
Phone Calls/SMS Facebook Messaging App (WhatsApp, etc…) Web Sites Email Other Technology 39) Do you use a mobile phone? a) [ ] Yes Is it yours alone or do you share? [ ] Own [ ] Share o With whom? ________________________ o [ ] No (Skip to section “Access to and use of Financial Services”) o
What time of day do you generally use to it? (Check all that apply) [ ] Morning (5 AM to 11 AM) [ ] Mid-day (11 AM to 1 PM) [ ] Afternoon (1 PM to 9 PM) [ ] Night (9 PM to 5 AM)
40)
What type of phone do you use? [Check all that apply] o [ ] Simple (keys-based input) o [ ] Blackberry o [ ] Smartphone [touchscreen] What are the three apps you use most often? [1]______________________________ [2]______________________________ [3]______________________________ Do you use Whatsapp on your phone?
41)
Which telecom do you use [Check all that apply]? a) [ ] Digicel b) [ ] Natcom c) [ ] Other:__________________
42)
USAID.GOV
How much do you spend on mobile credit per day?____________ How many SMS messages do you send in an average day?__________
Do you use your phone to access the internet? a) [ ] Yes How? (Check all) [ ] Mobile Data Network [ ] WiFi Networks
FRONTIER INSIGHTS
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b) 43)
[ ] No
Do you use your phone to transfer money? a) [ ] Yes Who do you send money to? [ ] Family [ ] Friends [ ] Business clients [ ] Business partners [ ] Other _____________ From whom do you receive money? [ ] Family [ ] Friends [ ] Business clients [ ] Business partners b) [ ] No
Access to and use of Financial Services 44) In addition to an account with a CU, do you also have access to another FI account? (e.g. Bank, MFI)? b) [ ] No What is the main reason that you do not have an account? [ ] I Don’t see the value in having one [ ] I do not know where ? to go about obtaining one [ ] I do not trust FIs with my money [ ] Other:__________________ c) [ ] Yes [ ] Bank [ ] MFI Is this account yours or do you share it? [ ] Own [ ] Share Why did you open this account? [Check all that apply] [ ] I needed a place to keep my money safe [ ] I needed a loan/credit [ ] I run a business [ ] I needed a place to deposit my salary [ ] I wanted to use it to prevent me from spending my money too quickly [ ] To save money over time [ ] Other: ___________________________ d) If you save money, what is the primary objective/goal for saving it?
45)
34 |
How often do you visit a branch of your financial institution each month?
FRONTIER INSIGHTS
USAID.GOV
46)
How long does it take you to travel to your financial institution’s branch?
47)
When you visit your financial institution’s branch, what are the primary reasons? e) [ ] To make deposits and withdrawals f) [ ] To apply for a loan g) [ ] To apply for insurance h) [ ] To check your account balance
48)
How satisfied are you with their services? o [ ] Very satisfied o [ ] Satisfied o [ ] Neutral o [ ] Unsatisfied o [ ] very unsatisfied o
Do you have any recommendations on how their services can be improved? o
49)
If you wanted to give some money to a friend, family member, or business partner that lived in Port-au-Prince (or another city), how would you do this? [ ] In person, using cash [ ] Initiate a bank transfer in person at the bank [ ] Initiate a bank transfer by calling the bank [ ] Directly using my mobile phone [ ] Through online banking [ ] Other: ___________________
50)
In what form do you receive the payments that constitute your income? i) [ ] Cash j) [ ] Paper Check k) [ ] Direct Deposit l) [ ] E-Wire m) [ ] Mobile Payment n) [ ] Other: ________________________
51)
When you have surplus income, how much of it do you save? [ ] Less than one quarter [ ] Less than one half [ ] Less than three quarters [ ] All of it
52)
If you needed to borrow money to pay a bill, purchase something, or start a business, where would you get the money from? o) [ ] Family p) [ ] Friend q) [ ] Bank r) [ ] SACCO
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s) t) u) v) w) x)
[ [ [ [ [ [
] ] ] ] ] ]
Local Savings Group Gov’t Program NGO Credit Union Work/Employer Other:_______________________
Awareness and Comfort levels regarding DFS/Mobile Money 53) Have you heard of mobile money? y) [ ] No (explain to the interviewee what is meant by mobile money) z) [ ] Yes Please describe your understanding of the term 54)
What do you believe might be the advantages of using mobile money rather than cash? [ ] Transaction costs [ ] Efficiency/Speed [ ] Access (24hr windows) [ ] Physical Security [ ] Transparency [ ] Others____________
55)
Are you aware of any of the following mobile money services? [ ] MonCash [ ] LajanCash … aa) If yes, do you believe that these services are reliable and safe? [ ] Yes [ ] No Why not?
36 |
56)
What best describes the mobile money services that are available in Haiti? [ ] It’s a service designed for the rich [ ] It’s a service designed for the poor [ ] It’s a service designed for young people [ ] It’s a service that is accessible to all people [ ] It’s a service that is designed for people that works for NGOs and international organizations [ ] It is a service the benefits the banks and telecoms companies most [ ] Other:___________________________
57)
Do you have a Mobile Money account? bb) [ ] Yes Which service? _____________ How many transactions do you perform per week on average? _________ Whom do you send/receive transfers to/from? [Check all that apply] [ ] Family members
FRONTIER INSIGHTS
USAID.GOV
[ [ [ [ [ [
] ] ] ] ] ]
Friends Utility companies for payments My Bank/CU My employer My employees Other:_________
cc) [ ] No What reasons prevent you from opening and using a Mobile Money account? [ ] Don’t understand how to use it [ ] The applications are not user friendly [ ] No one else I know uses it [ ] Don’t trust the reliability [ ] Too insecure [ ] Other: _________________ 58)
Would you ever consider using you telephone to use the following services? Yes Maybe No Pay for utility bills (water, electricity) Pay for school for my children Send money to another person Receive money from the government Pay taxes Receive my salary Deposit and withdraw money in a mobile money account Receive a loan Save money
USAID.GOV
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