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At the height of the COVID-19 crisis, when lockdowns paralyzed traditional aid channels, digital financial services (DFS) became a critical tool for reaching vulnerable populations. Yet behind every mobile money transaction was a human link: the DFS agent.
This rapid study by Caribou Data and MicroSave Consulting captured how agents in Kenya navigated an unprecedented situation in real time. Findings revealed:
- Falling incomes: Agent commissions dropped by over 50%, even as transaction values rose.
- Liquidity challenges: Higher-value transactions strained agents’ ability to maintain float.
- Health risks: Most agents lacked protective gear or clear hygiene guidance.
- Undervalued roles: Agents played a central role in digital relief efforts but were left out of planning and support systems.
The report urges policymakers and providers to treat agents as essential workers, with the tools, protections, and resources their role demands.
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