Sign Montana Banking Living Will Mobile

Industry sign banking montana living will mobile

[Music] okay so just a couple of housekeeping things for me before what we officially start the webinar and just to remind that we are recording the webinar and we will share with you afterwards and we have a Q&A function and where you can type your questions and during the session so you can type throughout the session or you can earn at the end once you've fully heard the presentations if you can please use the Q&A rather than the chat it makes much easier for us to get round to it and see all of your questions and just in case some of you have come up sometimes when you join and the zoomkour as a default type 2 device or something else and make sure you can if you can change on your settings for this your name that's coming up so that if you asking the question we can attribute those correctly to you so I can see it's still a few people are joining but we're 22 people now so it's a good time for us to get started and those joining can catch up and so I'd like to introduce you all to our two speakers today and Jenny and Belinda and both are from GSMA Mobile from humanitarian Innovation Program and they're going to tell you about themselves at about that project and so I won't talk too much other than to say thank you very much ladies for taking the time today and I'm gonna hand over to you and we look forward to hearing about the work that GSMA are doing thank you very much Sara hi everyone my name is Jenny Caswell and I'm a senior insights manager for the mobile humanitarian innovation program at DSM a I'm gonna start off his webinar and then hand over to my colleague Valinda and so the topic of today's webinar is focused on Mobile Money enabled cash and voucher assistance at the GSMA we've been exploring this topic for a number of years and we've seen huge potential in leveraging mobile money in humanitarian contexts and we believe that Mobile Money can be the future of CBA but only in contexts where it makes sense so from the reason that we've done today we've seen that the potential of mobile money for cash aid delivery will only be realized when humanitarian organizations and mobile money providers can forge long-term partnerships and customize their services for beneficiaries so today we're going to take you through our latest research in the hope that it can help you decide when and where mobile money may be a suitable cash aid delivery modality and we're also going to try and help you identify how to maximize the potential benefits for people affected by prices so I'm just trying to flick to the next slide okay so in terms of the agenda for this webinar today I'm going to start off by giving you a brief introduction of GSMA and our mobile for humanitarian innovation program and 4-h as we call it for those of you who are less familiar and then I'm going to share some of our latest research that's actually yet to be published which looks at the state of digital ecosystems in refugee context to try and help set the scene and then we're going to dive into the findings from the Mobile Money handbooks which you may have seen already which my colleague Belinda will take you through she will also take you through some of the recommendations stemming from that research and at the end we'll have some time for Q&A - first just to give you some background on who we are and why we're focusing on this topic GSMA is the trade association for mobile operators and we represent the interests of over 750 mobile operators around the world today three point eight out of the five billion active mobile subscribers are located in low and middle-income countries and that's why within the GSMA we have a department called mobile for development which sits under the foundation arm at the GSMA and we focus on leveraging mobile technology for social impact in these countries so we try and explore commercially viable business models to ensure that services can be sustainable in the long term and so as you can see from this slide these are our 10 existing programs within em fiddy I'm not going to run through all of them but just to give you a flavor of some of the programs that you may be familiar with so the bottom one is mobile our mobile money program that's been running for a number of years yes May and it works with mobile operators and other ecosystem players to accelerate the digital financial ecosystem for underserved populations another example of a team that we work very closely with within our humanitarian program is the connected women team they work with commitment partners who are mobile operator members to try and reduce the gender gap in both mobile internet and Mobile Money customer bases in with the aim of accelerating digital and financial inclusion for women today they have 38 mobile operators who are commitment partners and they've made commitments in 53 countries one of our latest numerous programs that has just launched it's called assistive tech and we work to improve the accessibility of mobile services for persons with disabilities but for today's webinar we're going to be focusing on mobile for humanitarian innovation which is the program that blender and I work on and I'm going to tell you more about on the next slide so our and preach program our overall objective is to accelerate the delivery and empower of digital humanitarian assistance with the overall objective of building out a digital ecosystem in humanitarian context our program is funded by Dafydd UK government and we were launched in February of last year so we've been running for just over one year why do we exist we've seen in our work on this topic over the years that the humanitarian sector is increasingly recognizing the really important role that mobile technology can play in both achieving efficiency gains in the delivery of dignified aid but also as an essential tool for people affected by crises so we've seen the ability for to space people to use their mobile phones to communicate access crucial information including things like education finance and health services regardless of where they are in the world it's really vital so our role is to act as the bridge between mobile network operators our members and our partner humanitarian organisations to catalyze these partnerships and help these two very different sectors speak the same language so they can effectively digitize humanitarian assistance on the right hand side of this slide you can see that we focus on five thematic areas these are all areas that we've been focusing on across our mobile development programs over the past up to 10 years but now we're looking at these topics with a humanitarian lens so as I mentioned today we're gonna be focusing on the topic of mobile financial services but it's really important to note that we are looking at the entire digital ecosystem which we think is absolutely key when we're considering linkages to Financial Inclusion for people affected by crises but also this ecosystem approach is really important for building out the business case and the commercial viability for mobile operators so that they can provide these services in the long term beyond humanitarian into development context so how do we work at the program this slide shows how we try and achieve our vision the gram has three work streams the first work stream which will endure and I work on is the research and insight stream and the aim of this stream is to build out an evidence base to understand better the challenges as well as the opportunities to digital solutions in humanitarian contexts secondly we have a strategic partnership team and they're the ones who are catalyzing partnerships between the private sector and humanitarian organizations on the ground within the market engagement stream we also run an Innovation Fund and we're currently providing grants of up to 500 thousand pounds to projects which are providing solutions to challenges that are associated with forced displacement and complex humanitarian emergencies we've just launched our third round which will be open until the 7th of June and Belinda will tell you more about the fund at the end of this webinar so lastly our third work stream focuses on advocacy and policy to try and support and promote an enabling environment to ensure that these digital humanitarian solutions can work we also have a strong emphasis on M&E across all of our programs as well as strong convening power where we bring together public and private stakeholders to raise the profile of key issues they're now getting into the the meat of the webinar we know that Mobile Money has the potential to be a transformational tool not least for cash and voucher assistance delivery and the benefits are I think well-known by the sector both humanitarian organizations and mobile network operators some that are frequently referenced our mobile money's ability to increase transparency reduce fraud and theft increase fast and flexible delivery and also have greater linkages for people affected by crises - Financial Inclusion but one thing that we've been finding is that it's not quite so easy and I think that as many humanitarian organizations began to leverage mobile money in the early days they potentially saw my bail money as a cheap and easy easy delivery mechanism but as one of our stakeholders that we interviewed for this research said very well mobile money is not just a tool for CDA delivery it needs to be actively managed and invested in if it's going to be used to transform society so one of the things that we've seen and the reason why we do our research is because we've come to realize the potential transformational benefits of mobile services like mobile money for Refugees and other forcibly displaced populations if we're going to realize those benefits we really need to start with a robust understanding of how these people are currently using and accessing mobile services as well as having a better understanding of the interventions that are needed to overcome barriers to access and use so in the research and insight stream we've been conducting research to try and fill this evidence gap that exists around refugees access and use of mobile as this slide shows in 2018 we set out on a research project in partnership with UNHCR to better understand the digital ecosystem in three very unique refugee contexts so you can see these on the slide we focused on biddie biddie settlement in the north of Uganda because zebra refugee camp the oldest camp in Rwanda in the west of the country and with urban refugees in Jordan we undertook nearly 3,000 face-to-face surveys with both refugees and with host community members and we also conducted qualitative research to compliment the quant findings first and as this slide shows we really wanted to have a better understanding of mobile penetration so because we often find that there's limited data on this and the assumption is often that people own a phone our findings show that refugees accessed mobile services in very different ways depending on their context sharing or borrowing different types of handsets so in terms of phone ownership this is the red you can see that almost all refugee respondents in Jordan owner phone probably an unsurprising finding compared with 62% in cozy bar and slightly less than half of respondents in vidi-vidi at 49% and similarly we found that ownership of an Internet enabled phone was highest in Jordan and compared with less than 50% of people in cozy brand vidi-vidi and so importantly for those people who do not own handsets borrowing is a really important way of getting connected and this is the segment represented in the teal color so this trend is highest in biddie biddie where 37% of people are borrowing a handset and in Kiba this is 19% so in the qualitative research we found that being reliant on borrowing a handset can put people particularly women at a disadvantage this is because we're people who own a phone are able to use their phone for sorry for people who own a phone have access to information at all time those who borrow have to wait until the mobile is available to use and so we also found in the research that are there are really quite significant mobile gender gaps across both mobile ownership and mobile use just to give you an example in biddie biddie women were forty-seven percent less likely to own a mobile compared with men and this gender gap family increases for more advanced use cases like mobile internet where that gap was 89% to our knowledge this is one of the first times that this mobile gender gap has been quantified in humanitarian context and we hope that having it's nuanced behaviors and also discrepancies in terms of mobile use and access across different refugee groups as well as across different contexts are really important for humanitarian organizations and mobile operators to have a better understanding of when they try to then digitize their humanitarian assistance especially when we're thinking about mobile money enabled CDA so within the research we also looked at two use of mobile money as you can see on this chart we focus primarily on gazebo and vidi-vidi because in Jordan as you are probably aware mobile money is still very nascent and we found that only 1% of the refugee population were using mobile money although this is increasing rapidly but this reflects the trends of usage of mobile money within the Jordanian population so we found that mobile money uptake is higher simcha deburr at 59 percent and still fairly high and biddie biddie at 44 percent some of the reasons for this we found in the qualitative research were that there was a really high value proposition for using mobile money in Kiba because lots of people were talking about how they were using it to pay for their children's school fees and also sending money to their children who were studying outside the camp's which was really common we also found that the most common use cases of my role money were p2p so domestic person-to-person transfers buying air time and also remittances so international transfers and we found that this use of remittances were particularly high and vidi-vidi because people were talking about sending and receiving money from and to people who were still in South Sudan we found that in COS eber because the nature of the crisis is more protracted and people have been there for over 20 years there were a small number of people who were sending money overseas to Congo and other countries in biddie biddie we also found that there is a significant mobile money gender gap women are 35 percent less likely to use LaVon money compared to men and we heard frequently that people do not have the digital skills to be able to use mobile money so from the qualitative research we had quite a few instances similar to this woman who explained that she said I need help using mobile money I don't know how to use it I don't know where to take it to get help I give the phone to someone who knows how to use it and they will check the money as their and then withdraw the money so this illustrates that ongoing training is really important for beneficiaries to make the most of mobile money and there's an important consideration for humanitarian organizations who may be considering with all money enabled CBA so this research will be published next month and hopefully it will provide you with a unique data set and some insights for humanitarian organizations who are seeking to design digital interventions that can better serve the populations that they work with and ensure that the most vulnerable are not left behind so this is my last slide and hopefully this research helps to set the scene in terms of identifying important considerations when deciding whether mobile money may be an appropriate service for the delivery of cash aid well it's also helping to identify and tackle barriers to realize the transformational benefits of mobile money for these people in the long term so with that I am going to hand over to my colleague Belinda who's going to take you through the mobile money handbooks and get more into the operations great thanks Jenny so to start it's important to emphasize the fact that the humanitarian sector has moved from a protracted period of research on the potential use of cash as aid to stro g recommendation through the grand bargain on significantly significantly increasing its use as a use of cash increases humanitarian organizations are continually looking for ways to improve cash delivery mechanisms as Jenny mentioned leveraging mobile money deliver to deliver CBA has the potential to increase efficiency by offering a faster more secure and transparent means of getting people getting help those people who are most in need we end the GSMA developed two hand by hand books one for humanitarian organizations and one for mobile network operators with the overall objective of helping the industry collaborate to overcome pain points associated with operationalizing label money in humanitarian contexts and one not the opportunity it presents each handbook delve deep into the aspects that each stakeholder needs to understand for these partnerships work and though there is naturally an overlap between the two handbooks the overarching message is that collaboration and a shared value proposition are key to the success of Mobile Money enabled CBA's but that there are specific aspects of the journey that Emma knows need to be aware of and focus their attention on and others for humanitarians to be the same so the creating handbooks we essentially set out to answer this question how can humanitarian organizations and mobile money providers collaborate to unlock this opportunity so at the start of last year we consulted industry experts to better understand their experiences with leveraging mobile money for CBA please industry experts included key stakeholders from the humanitarian sector including UNHCR and Mercy Corps as well as mobile network operators such as MC and Uganda and saying Iraq we undertook over 50 key informant interviews and convened two in-country worships in Uganda and Jordan to help us uncover the opportunities but also the pain points associated with using mobile money for CBA we also did on-the-ground work with site visits in Uganda Jordan and Somaliland to make sure we understood how mobile money was working in reality with a humanitarian context some of the pain points identified included lengthy contracting periods misaligned expectations fast-changing regulation liquidity challenges and others many of these may resonate with yeah and which we are hoping these documents and the other engagements the mobile for humanitarian innovation team and the wider mobile development team are involved in in health alleviate so let's start with the handbook for humanitarians which begin to providing a 101 on mobile money as many of you will be aware for over a decade now Mobile Money has been transforming access to financial services around the world the GSMA publishes the mobile money state of the industry report every year and the 2019 version was published in February the overall story is that the scale of Mobile Money continues to grow and at the end of 2018 globally there were 272 Mobile Money deployments life in 90 countries across Africa Asia Pacific Latin America Asia and the Caribbean and 866 million registered mobile money accounts an increase of 20 percent from 2017 despite most breathtaking face in Asia roads in our couple of years top Saharan Africa is still the leader in mobile money and now into its stage of development has a more saturated market tends to slow down on the break in comparison to other regions Mobile Money providers are looking for ways to reach new customers especially within somewhat mature markets such as those in sub-saharan Africa where traditional products and services services are well-known and adopted using mobile money as a mechanism to dispersed cash reverse resistance results in the opportunity both for both humanitarian organizations and rayvon money providers so leveraging mobile our money will not be feasible everywhere and the GSMA has data to help with this initial assessment of where has the potential to be most effective for CVA delivery to create this map we overlaid very high-risk countries of facing humanitarian crisis according to un our change meant a 16 with high potential mobile money countries which are countries where mobile money accounts exceed bank accounts it should be noted though that for many of these countries the mobile money industry is not very developed but it's probably more developed than the banking sector and therefore potentially the best digital payments mechanism available so the dark green countries are those that are both considered very high risk and are Heights and high potential mobile money countries so the countries highlighted are dr congo somalia chad Kenya Tanzania Uganda and Rwanda the light green countries are where there is some risk of humanitarian crisis and that have also been identified as countries where mobile money could work so there is a bit of a mismatch of countries receiving most cash at cash aid and mobile management maturity such as in Yemen Syria Lebanon and Palestine but there is good overlap in countries that are using mobile money for example in Iraq Jordan Uganda and Zimbabwe just to note though this map is by no means an exhaustive map and a number of other conditions must also be met some of our money to be used to its full potential as well as it is at the maturity of mobile money it's also essential to understand whether a location has an enabling environment for Mobile Money operations the enabling factors we identified are relevant to functioning Mobile Money deployments more generating wherever it happens in the world but when we are looking to transfer cash by to mobile Isis to displace population specifically there are additional complexities to consider including identity documentation for know your customer requirements ensuring an accessible and Nick would network ensuring that the end users are sensitized to make more money and so on the humanitarian organizations they start with understanding the mobile money market in your country of operations at a motorized level as just mentioned it's important to understand the enabling environment for mobile money this readiness journey is a simple but helpful way to assess the enabling environment and the amount of time and investment that will be needed to leverage mobile money for CBA in a in a particular location and the GSMA has a rich rich data that can help understand the environment so here we have identified four stages Stage one involves the extent of connectivity within the location of operation in the worst case scenario where no coverage exists significant investment of time and money is necessary to extend to the area so investment is heaviest at this stage but it also has the biggest potential for impact and lightly offers the highest return especially for mobile network operators that will gain access to a new customer base both beneficiaries and host communities who could use both mobile money and mobile connectivity services including voice and razor so the GSMA has coverage match and coverage maps that have localized data on two three and four G coverage overlaid with UNHCR population data that can help potential user or humanitarian organisation to understand the connectivity levels in a particular location so Stage two involves understanding the available financial infrastructure in a location which covers both the retail outlets where transactions are made such as agents Bank branches and ATMs and the hardware used to interact with them such as mobile handsets and cards jessimae mobile money metrics with so it has a list of all live mobile money deployments the type of products and service they have and a number of other key metrics in the downloadable mobile money deployment tracker the site also hosts the Mobile Money regulatory index which schools countries based on the extent to which their regulatory framework enables widespread mobile money adoption so Stage three goes beyond the prerequisite hardware and infrastructure needed for mobile money to operate and starts focusing on ensuring that there is an aware and registered beneficiary population that can reap the benefits of the service this stage involves investing time in educating people about financial services and the potentially long lasting benefits of Digital Inclusion with a focus on digital literacy essentially at this stage there is a greater focus on product and service design customer service and applicability in human humanitarian context rather than the physical infrastructure and stage four is the snow is a scenario where we have regular users and is the best case scenario for leveraging mobile money where preparation and investment has already taken place as soon as one two three so beneficiaries at this stage are registered digitally literate understand the benefits of mobile money and access a wide range of services however due to the complex and unique environments where forcibly displaced people are it's likely that the majority of locations that humanitarians work in are between stages one and three so it should be recognized that the decision to go digital does not come without cost and it's essential to work closely with mobile money writers to understand the existing infrastructure and level of usage of mobile services investment in tailored customer service infrastructure hardware and time are all key to ensuring successful deployment of mobile money in these contexts the GSMA resources pensions can go some way in health and humanitarian organizations with understanding the state of mobile coverage and made more money in a location and we are happy to share these resources with anyone who is interested after the webinar so if a location is in sleep as one or she was they made more money waited in Australia and just explained with limited current coverage and mobile money maturity the humanitarian sector will need to work with mobile network operators to make the business case for move our money enabled fashion about resistance it's important to remember that in most countries CVA is an amalgamation of a diversity of relatively small short-term transfers made by a number of different organizations and consequently the potential revenue generated for mobile money providers directly from CVA program relative to other mobile services may be relatively low and therefore not enough for a mobile money provided to justify expensive investment so it's really really important and essential to make the business case work the mobile network operators to invest and make it sustainable so we believe that this can be achieved by building the digital ecosystem so looking at this diagram on the y-axis it's important to consider a holistic approach rather than only considering CBA programs to expand revenue opportunities there are a range of use cases for mobile money and border mobile products for host communities humanitarian staff and others so looking beyond a single CBA program and looking into ways to aggregate CPA programs and extend the reach of mobile connectivity and made more money services to the greater displaced community and others in the vicinity cash working groups could be a good way of aggregating demand and syncing up CBA programming for example on the x-axis think longer term beyond one short-term CPA program as mentioned but also start to consider a long-term partnerships and links into development and government actors whose objectives often overlap with those within the humanitary this will be dependent on the type of crisis for instance a fast onset vs. protracted crisis which should always be considered so there are complementary benefits of connectivity and the auxiliary services available through mobile phones that while connects them it's once connectivity is in place specifically in a humanitarian crisis and as the line between humanitarian assistance and general Development Goals continue to blur as crises become more protracted connecting the complementary goals of humanitarian organizations with developmental delays agents could improve efficiencies and operations and extend revenue opportunities available to mobile network operators with humanitarian assistance being the stepping stone to achieve an order Development Goals long-term partnerships between mobile network operation and humanitarian organizations are keen as is a mutually-beneficial vision that extends beyond just one way more money enable CBA program but the digital ecosystem addresses beneficiary's needs as well as the host communities include as well as well as governments focus on digital transformation strategies and use cases to digitize person to government and government to personal payments are explored linking mobile money enables CBA programs to the wider digital transformation agenda further further strengthens its value proposition so moving on to the handbook for mobile money providers which is made up of two sections section one helps providers determined by the CBA distribution is a strategic opportunity and includes guidance on the humanitarian sector and how it operates section 2 provides guidance on a guidance on executing rate while money enables CBA programs successfully so we identified seven main stages of operationalizing CBA the specific details and appointments at each where each date will vary across contexts and organizations but these seven overarching steps are common features that all mobile money providers and humanitarian organizations have to consider when using mobile money as a disbursement modality for cash and voucher assistance programs so by way of example researching him in local cash work and greet meetings to ensure mobile network operators understand what is needed when we speak about building partnerships we want to emphasize that developing meaningful partnerships early on is also essential this would ensure that ample time and the necessary necessary levels of investment are understood as early on in the process as possible to enable mobile monix providers to effectively deliver CBA a successful partnership would be one where challenges can be raised through effective dialogue and solutions created and flipped and implemented as quickly and effectively as possible with the training and pilot phase which would involve leveraging the ideas and solutions created through strategic partnerships and testing them in the field to see if they are if they are appropriate solutions to the problems faced so one of the major challenges often cited when using mobile money for CBA is the issue of liquidity management this issue usually arises due to the fact that beneficiaries tend to cash out most if not all of their assistants as soon as they receive it which applies pressure to make more money agents who do not have enough physical cash to meet this term are some innovative strategies have been put in place to address this issue including search strategies which involves hiring additional agents on the day of his birth Minh and smooth strategies which involve staggering payments of beneficiaries so as to alleviate that the daily liquidity pressures of Ages so I have two examples of when effective partnerships and innovative solutions have enabled the effective delivery of CBA by overcoming a number of challenges faced it should be noted though that context is key so the challenges and potential solutions to these challenges can vary wildly this is part of the reason why the research under pending the handbooks was taking in varying contexts so as to build a fuller picture of the potential challenges that could arise so in a bitty little bit in biddie biddie settlement camp in uganda un CDF and UNHCR work with SL and MT in Uganda to improve services in the camp whilst the Emma knows invested heavily in communications and radar money infrastructure in vidi-vidi extra operational and financial support offered by un CDF help to develop infrastructure faster my at Mercy Corps in videos face a liquidity challenge when dispersing cba they disperse ten dollars which was then the equivalent of around 38 mm Regan shillings to 650 plus beneficiaries but when beneficiary numbers increased the 1500 and the ability to find three times 1,000 you gain for shilling notes became more difficult a hairtail partner with the greater number of financial institutions we're made more mon y agents could access physical cash and find lower denominated notes more easily so the second example comes from Somaliland where in 2010 in response to a severe period of drought fund some of the Ministry of the President through the creation of a national drought committee and donations people sent through zod than mobile money service operated by some cell in Somaliland to help affected relatives essentially catalyze humanitarian cash assistance in Somaliland made more money worse under unique conditions in Somaliland as almost all transactions remain digital and are not cashed out for this reason mobile money providers miss morning and do not face the same liquidity pressures that other mobile money providers across the globe face but they have their own challenges to overcome one of the most significant challenges is to do with identification and it's a problem that is not unique to make my money but any service that requires identification to access 52 percent of adults in Somali rapport not having an ID which presents a significant barrier to accessing services to overcome this azad holds a digital idea of customers they use the very fake verification during each transaction we published a report on Billy buddy in 2617 and which is available to download from one website and we will soon publish a case study on Somalia on Somaliland with both publications going into great detail on how operations were amended through the straw successful mobile planning operations so what does it take to be an enabling partner for cash about resistant programs as a mobile network operator firstly there is a need to evaluate gold and the operating environment this would involve engaging with the humanitarian community as mentioned to help providers understand humanitarian plans and goals and ensure a private sector private sector perspective to be included this could be done for example by joining the local cash working group meetings and these meetings in themselves can become as can be seen as a source of inspiration for innovative approaches that address the challenges faced in the field and it is crucial to quantify an outline individual cost of things in the proposal contract or even separately in a detailed service level agreement there should also be information on the service level quality standards in the request for proposal issued by humanitarian organizations so by tying higher prices to high quality services we can help humanitarian organizations understand the value of their increased investment demonstrating that higher costs often equates to higher quality of services for example incorporating field operations to support read support the training of beneficiaries this in itself would come at a cost but it would be one that was worth investing in demonstrating a deep understanding of humanitarians needs and beneficiaries flight will help Emma nose ensure they put protocols in place that will protect the safety and dignity of the beneficiaries involved if subsidies are needed and sure they can be included in the bid but also clarify how they will translate into a sustainable service in the future and finally invest in innovation and long term competitive advantage there is high potential for innovation because while initial experiences with digital CBA delivery has yielded a wealth of insight about how systems might be improved there are not many new offerings on the market that fill these there are gaps in the long term set-aside times worker auxilary product development including other mobile products that may not be based on label money but made the overall value proposition to the human eye humanitarian organization more dynamic and appealing bundling these options with other mobile enabled services can further strengthen relationships with humanitarian organizations and what does it take to be an enabling partner for mobile money enabled cash assistance the humanitarian organizations humanitarian should work with donors to allocate sufficient time and funding for mobile money to be successfully leveraged as Jenny pointed out at the beginning of this webinar there was a time when mobile money was seen as a cheap and easily an easy delivery mechanism but it can be a superior option if invested insufficient they should humanitarian for long-term partnerships that go beyond short-term CBA projects and ensure a long-term vision is maintained even when working on only one program we should invest in customized CBA services as off-the-shelf products may not be suitable for extreme environments it should also be noted to that cost safe and Frances transfer fees may be shifted to the beneficiary so it's important to understand when a lower cost proposal if shoot across actually being saved as opposed to simply being shifted for instance provider a may offer services at half the price of provider B but only have agents half as Costa beneficiaries in this case by treating provider a costs are not necessarily saved but some costs are shifted to the beneficiaries who now must travel further to retrieve their money how Emma no Z risk and investments were possible and appropriate especially if at stages one or two with no resistant coverage or final Eko suspension ecosystem set up for example through a loss guaranteed we went that the risk investment for Emma knows if there are any way to assist emanated library revenue stream Yan bulk payments could strengthen the business case and as discussed earlier and coordinating with cash working groups to engage with other humanity humanity own organizations the aggregate demand and increase efficiency and finally linked to recovery phase actors we're a great grip like government programs to further strengthen the value proposition of leveraging mobile money the common donor approaches humanitarian cash programming sees donors expecting to see cash programs use linked to or align with local and national mechanisms such as social protection systems where possible and appropriate essentially both humanitarian organizations and mobile network operators need to form a close working relationships built on trust a mutual understanding of goals and a share and share a long-term vision for mobile money to be an effective mechanism by doing this the wider benefits that connectivity brings will also be felt by all stakeholders stakeholders involved including the most important the beneficiaries we are aiming to assess that's everything thank you very much for listening but one last thing to wrap up the presentation as Jenny mentioned earlier we are pleased to announce at the GSMA mobile humanitarian Innovation Fund round three is now live this round aims to promote innovation in the use of mobile technology to address humanitarian challenges specifically in complex emergencies and forces based on context so there will be fun being available between 50,000 and 500,000 pounds per project as well as mentoring networking project support and information and and this funding round will support grantees to adapt existing mobile enabled solutions test and validate new models of service delivery or scale-up solutions with proven potentials or impacts so as I mentioned that page of the now being accepted and will continue to be accepted until 5:00 8th 7th of June you may have and will be sure to help where we can or direct you to the right person who will be able to issue for further and again thank you for listening both my and Jenny's email address are up on the screen and just a loss now and the mo mph team has done a lot of work on mobile money enable cash about resistance and we will continue to do so and my strategic partnerships team is working with a number of programs that are evolved or involving mobile money and CPA and our innovation team is actively working as mentioned with grantees who are and and all actually looking to receive applications from organizations that are partnering with my network operators including those using mobile money as part of their operations and we have tons of useful publications on our website and we're happy to do a deep dive of the handbooks the individuals my stations if any are interested and so yeah please reach out to us with any questions you may have and that we'll try our best answer as many questions as we can right now in the remaining time thank you very much Belinda and Jenny that was a really interesting I guess just like just giving us a little a brief because there's so much information no doubt in the handbook send in reports that you're talking about there but it's really interesting to see how two very different organizations can come together for the benefit of particularly vulnerable people and you know solving issues and challenges such as liquidity you know and also you know having to overcome a lot of chapters as well and obviously it was a lot of like you said time energy and investment for the two quite different organizations to come together and and work successfully together so I'm going to try and manage our Q&A use that have come through so far and if anyone has any other questions please feel free to post in the Q&A and Belinda and Jenny and answer them for me and so let's start with some questions about the clients themselves can you tell us a little more about the profile of those clients who need the training to make the most of mobile money I'm guessing like a little bit more detail about the profile from Joseph and also for hardly mentioned you know are there any cultural or social barriers impacting on the gender aspect and when it comes to women using mobile money Jenny we can't assure you I certainly kind of not sure if anyone else can can you lose a query yes okay thank you very much for the question um in terms of the profile of the clients who need training to make the most of mobile money the short answer is it's completely Pacific but we found especially in one in gazebo and in vidi-vidi in Uganda there are fairly low digital literacy rates and also high illiteracy rates once we published that research all of that that data will be there I don't have the figures my head we also actually found surprisingly high in Jordan so it was certainly an issue across each of the three contexts that we studied and we also found that there is not only a digital or mobile gender gap but we found that there is a gap between persons with disabilities and also persons without disabilities so we specifically looked at more vulnerable populations and we have a whole section in the vet about focusing on gender and inclusivity which will give you a more specific but we did find many great thank you and you have another question coming in from for hard what is the cash usage associated belief people have how do an emergency setting mobile money and what resistance is being encountered from website in terms of them accepting money or not in terms of in it's still kind of being expanded upon and extended and that's some of the work that UNC DF was doing to help finance some of improvement and they're the agents in those regions being relied on a lot that's great you very much um got a couple of questions to are very similar to do with kind of identification and authentication so an MD Rashid who has had experience working in there with the Ranga crisis in Bangladesh um you know also said that customer identification and authentication is it's challenging and Maxime as well as asking you know and how you is it possible to use biometrics to authenticate transactions have heard you tell us a little bit more about sort of how that aspect is backing sure so one of the major barriers that we've seen specifically for Refugees genuine Belinda are you still with us you seem to have lost em Belinda and Jenny I can see he's only got a video going and I think we've lost the audio so let's give them a couple of minutes and see if they can connect back through to us yes we can hear you now perfect we lost you there no but you're back great so I was just saying that this identification challenge is one of the major ones that we've been trying to tackle as refugees have to have often a refugee ID you'd be able to access to be able to register for a SIM card in their own name and also to be able to register for mobile money in their own name we found in this research in these three countries that it's been a challenge in all three because often the issuance of this type of identification is quite slow and therefore what it means that it doesn't mean that people don't necessarily have a sim card but it might mean that they're not registered in their own name which means that they can't make the most of the benefits there is mobile services especially for mobile money so we've been working with a digital identity team here at GMA you advocate and work with governments to try and encourage in countries where it makes sense for you and HCR ID be accepted and encourage the regulator to ensure that mobile operators can use the identification that those refugees actually have access to Bangladesh is a challenging one because still today refugees can't register for mobile services with the identification that they currently have but this is a this is a large advocacy and policy piece that we're doing that our policy team is leading on yeah and just to add in terms of the biometrics it doesn't overcome the issue of needing to have an identification that is recognized by the government so yes biometrics are being used in some context so verify beneficiaries but they still would need the necessary documentation as stipulated by the government or the regulator in terms of actually registering for a civic card or a mobile money account so that regulatory environment and the enabling environment you talked about is really it just shows you really how cute is for this to be able to work exactly and sorry just one of the things so often we do find that mobile operators really do want to provide these services to refugees to expand their customer base but also support these people but they can't because the the government and the regulation doesn't allow it yet it's something well we can only hope that things like their work that you're doing and also our deify own alumni as well can actually you know how desensitize and you know actually overcomes these areas in the long term okay we're gonna quit another question for Maxine which i think is quite interesting regarding access to them what about handsets and also I'm gonna chip in and say you know about about the data as well and you know how how is that being made more affordable as this or specific packaging prices package and accepted that the you know refugees could use for example and yeah so there are a number of different ways in which refugees are accessing these handsets generally these handsets aren't provided for free from the mobile operator because there's often not a sustainable business case there especially in these really complex and hard to reach areas it's difficult mobile operators to put the mobile coverage up in the first place and make a return let alone kind of providing handsets as well but they're certainly thinking about some innovative financing models to reduce the upfront cost of particularly smart phones so we've seen lots of examples of some pay-as-you-go solar energy companies who are providing solar home systems with which includes smart phones for example which people can pay off via mobile money over the course of say one year to make these services more available to people one thing that I'd also say that we've seen through our research and our work on the ground is often when handsets are provided for free it may not be the result in the best outcome we've seen some examples of humanitarian organizations giving phones out for free but they're very low quality handsets and they are not robust enough to withstand some of the difficult environments we've seen example the battery is actually physically expanding in the heat and so people who are recipients of these types of programs not the phones do not last in the long term so we have a program here at G's May called connected society who have done some research to look at these innovative financing models for handsets we have a report that we can share with you to give l ts of different examples of ways to ensure that handsets are affordable and available to people in all types of difference in environments great journey thanks and you know you can send me the links as well and I can share the links and with the recording and they'll get posted on to the deep my website so we can make sure that anyone has access to all this links that you're talking about as well and connected to that question for heart has been asking whether it's some of the the uses is by USSD or three apps on their mobile phones themselves and any of them give better results and in terms of adoption I don't think we can really speak about in terms of adoptions it's all very quite context specific but the I guess the beauty of mobile money is that it can be accessed by a ussd so in the East African context soca Sieber a bitty bitty the likelihood is that the majority are on basic or feature phone so they can access you know basic basic services and are able to use mobile money but in the Jordan context they are more likely to be able to access mobile money services via a smartphone app there are a plethora benefits that obviously come with having a smartphone app if that was possible where a lot of consumer able so I know amend the user experience and the user interface to be a bit more specific to the context within it the context that they're working getting but in reality in the context that we're working in the humanitarian context the main thing is the basic phone being able to access mobile money financial services through ussd without having to think about kind of small applications or for a population that are more likely to be low more load literate and digitally digitally literate there any conscious of the fact that ussd is still the number one in in these contexts and just to give an example from and what it was presenting earlier we found that the rate of internet enabled phone adoption in gazebo and in biddy biddy was less than fifty percent so most of the population are certainly accessing mobile money by ussd on basic phones or potentially feature phones but very few people in this context still have smartphones interesting and thank you to see the ways in which we can provide access to the money and what else have we got here so we've got a question from and in Zimbabwe I'm just wondering what you think on the Zimbabwe does it have an enabling environment or due to the issues that they're currently facing in cash and is it more of a no choice to use mobile environments [Music] monitoring program in Zimbabwe to date but we have read some very good research from care who have partnered with I think it was Econet and potentially another mobile money provider some years ago and they have a really good research that goes into detail of their experiences there and it seemed to work fairly well on our mobile money metrics website you can go in and look at Zimbabwe and see how many live mobile money services there are so there are currently four so to our knowledge Mobile Money is sorry sorry which is give Jenny and Belinda a second I think they've got a little technical glitch there side so sorry so we have many services and Glenda also has some information on the regulatory yeah so we have the regulatory money sorry metrics website if the score between zero and 100 which essentially lets you know what the Reg the enabling environment is for made by money services within a country there's a whole plethora of different metrics that are used to measure this but I'm not sure that the website Zimbabwe has got a 7s score of 75 which is quick pretty reasonable for a metric between 0 and 100 but as the questioner mentioned is a unique environment the humanitarian crisis essentially catalyzed mobile money so there wasn't any specific cash available for people to be able to use we don't want to keep pushing the whole idea that context is really important but context is so so important in these core in these discussions that one issue that occurs in one place is not likely to be even if it sounds like it's the same issue the solutions that are necessary to overcome that issue will just be so context specific so as I said with Somaliland it's similar to Zimbabwe you know very digital society more digital they don't you know several countries in in the West but it's circumstantial that has tended to push them into that direction but they've also seen the benefits of mobile money so it's continuing yet as well so yeah especially keep context in mind but Zimbabwe does seem happy and the environment where it is enabling circumstantial government I'm not sure what you know the weight is and that they if yeah if these who wants to have a look at the regulatory index that can go into a bit more detail about the specific regulatory so of the enabling environment there great thank you for giving us some ideas of where we can go to look for the information and and we always say a lot in many of idea five courses we know what often goes wrong as is the copying and pasting proach because the context is so important and it seems like this is it's even more important is there's no differences here yeah awesome well we'll just do we're just trying to get a couple more questions down before we have to unfortunately and and the webinar and so I've got one here firm and Michelle de groots and having regular users is also a result of different technology developments of the mobile playing field and are there good examples or practice in which development partners can stimulate other forms of mobile technology that can have benefits on developing mobile many applications sorry could you just say that I didn't like it and it's the second question if you weren't jumping to the QA books so are there any good practices or examples in which development partners can stimulate other forms of mobile technology that can have benefits on developing mobile many applications I don't think we have any samples that we can can bring to that I don't in terms of developing applications in terms of on a smart phone or just general and I think just generally if you've got any but if you haven't maybe we can think about it and we can circulate some examples that after the webinar yeah that would be great so I can't think that's okay no probably it may put you on the spot the webinar that one and I'm just taking a look at the last few questions that we've got here to see and Maxine has asked about maximum limits for transactions and do they prevent refugees being able to receive or send money over but again sorry to hammer on about being context specific it depends on the services that are available in the country so whether they have any agreements with cross-border transactions so for international remittances so depending on the context depending on the location it would be possible and it of course depends on what type of mobile wallet the refugees also working in so if they have an open-water that they're able to access all of the services and there hasn't happens to be services where they're able to send money internationally then they'll be able to do that and the limits would be dependent on the the mobile network operator that their they're working with but yes very context-specific so some person in some context completely open the same services as the rest of the population in another context it might not be the same there might not be a mechanism to actually transfer money across borders yeah so again very context-specific but thank you for giving us some of the different things that we would need to consider to be able to answer that question there's my magazine and I'm gonna take one last question and and some for hard and Korean who seem to be working together and can you give us any of our top five but maybe you can just give us a couple of the the main challenges and how they can be addressed in different and in the different context so what are what are the couple of the key challenges that you've seen then I'm using my own money for CBA so the one that comes to mind to me is the key management so as I mentioned there have been some innovative solutions to kind of overcoming the issue with the fact that at this moment in time most beneficiaries however they receive their cash if it's if they receive it digitally they tend to cash it out pretty much the majority of it not only because they need the cash but the system in itself might not necessarily be developed enough for them and so keep the cash digital so on the days that benefits read receive their cash assistance there's a big pressure on the agents to be able to be liquid enough to give them all the cash rather than some beneficiaries having to wait where as the agents become more liquid so there have been different strategies work you know clustering agents in a particular location or well rather classman beds but cluttering beneficiaries in a particular location and making sure that there's enough cash on hand for them to receive their assistance or staggering payments for example is another way of being able to do that so yeah and the quiddity management is one of the big ones and of course identification and I think that's probably the top three because that's an area which is difficult to overcome difficult to change and without key identification within a specific context there isn't any access to services so not just mobile services for several other services as well and I just add one final third one I think around digital literacy and we often find that the beneficiaries of these cash programs are the most vulnerable and therefore the likes the least likely to be digitally literate and I think one of the solutions hopefully that's come across in this webinar is really the importance of humanitarian organizations working hand-in-hand with mobile network operators and putting the tie effort needed in so that both parties have the same end goal and there's that shared value proposition for what they're both working towards because it can be shared training programs that we've seen have worked really well in Uganda where mobile operators train people on how to use their pins alongside humanitarian organizations who know these beneficiaries so well so we really see these partnerships as the key to maximizing the potential that mobile money can bring great I know I think that's a really nice nice way to end the webinar I think it's really important the shared value proposition you stand and you that will be different in every context and it really is important for humanitarian organizations and mobile and network providers to work together to try and figure out what that is but also that there I think it's interesting that they know there is a value proposition and and usefulness as well to their vulnerable who need to receive this aid so I'm just gonna say a very big thank you and to Jenni and Belinda first spending the last hour for us talking us through some of these giving us some real interesting food for thought and places to go and continue doing our research and learning more and figuring out how we are going to adapt and can adapt this maybe to our own markets where we all work and just I'm going to share one of my slides with you and just for those of you who are interested and we do if I are giving anyone that's doing this webinar a little special discount and where people can actually join and join up to receive our digital humanitarian payments course with dfi which does also include a lot of the work and a lot of the ideas that we've heard today so if anybody hasn't joined that up and joined up with our cdf p course or wants to join up to do some humanitarian and the final day to enroll is actually saturday and so please do use that discount code that's on the screen there and sign up via our websites and just a couple of other things as well to keep you remind you all please this conversation will continue about various aspects of humanitarian mobile I mean anything to do with digital finance happens in our LinkedIn and professionals group and the link is there on the screen you can also watch the recording of this webinar or other webinars or learn about what's coming next and via our resources page on the community pages of our website and I've also put you through there to a link where you can start to download the tedious and may handbook so that Belinda and Jenny spoke about today so thank you everyone for joining and I hope you've enjoyed the webinar and look forward to chatting with you all at our next webinar again thank you very much Jenny and Belinda thank you thank you okay bye everybody [Music] you