提升数字金融素养：来自两位试点的见解

GSMA Mobile Money The GSMA is a global organisation unifying the mobileecosystem to discover, develop and deliver innovationfoundational to positive business environments andsocietal change. Our vision is to unlock the full power ofconnectivity so that people, industry, and society thrive. The GSMA’s Mobile Money programme works to acceleratethe development of the mobile money ecosystem for theunderserved. For more information, please contact us: www.gsma.com/mobilemoney Representing mobile operators and organisations acrossthe mobile ecosystem and adjacent industries, the GSMAdelivers for its members across three broad pillars:Connectivity for Good, Industry Services and Solutions,and Outreach. This activity includes advancing policy,tackling today’s biggest societal challenges, underpinningthe technology and interoperability that make mobile work,and providing the world’s largest platform to convene themobile ecosystem at the MWC and M360 series of events. mobilemoney@gsma.com Visais a world leader in digital payments, facilitatingtransactions between consumers, merchants, financialinstitutions, and government entities across more than 200countries and territories. The “Digital Finance for All” (DFA)initiative, a Visa-funded partnership between Visa and theGSMA Mobile for Development Foundation, is committed toadvancing sustainable growth. The DFA programme aims toenable individuals and small and micro businesses (SMBs)in low and middle-income countries (LMICs) with digitalfinancial services and financial education to bolster financialinclusion. We invite you to find out more atwww.gsma.com Follow the GSMA on X:@GSMA Authors Contents Executive summary05Key lessons07Recommendations08 Introduction09 01The Visa and GSMA DFL partnership13 02Overview of the DFL pilot projects16 03Practical guide for DFS providers implementing DFLinitiatives in LMICs193.1Platform/channel strategy223.2Content243.3Promotion and partnerships273.4Monitoring, evaluation and learning29 04Key lessons from the pilot projects33 05Recommendations for DFL pilot partners36 39 MFIMicrofinance institutionMMPMobile money providerMNOMobile network operatorNGONongovernmental organisationNMSENano, micro and small enterpriseP2PPeer-to-peerSACCOSavings and Credit Co-operative SocietySMSShort message serviceUXUser experienceVSLAVillage Savings and Loan AssociationWAEMUWest Africa Economic and Monetary Union APIApplication programming interfaceBTCBitcoinCRMCustomer relationship managementDFLDigital financial literacyDFSDigital financial servicesHCDHuman-centred designIVRInteractive voice responseKPIKey performance indicatorLMICLow- and middle-income countryLMSLearning management systemMELMonitoring, evaluation and learning The proliferation of mobile money and other digital financial services(DFS) over the past decade has contributed to the financial inclusionof millions across Africa. According to the World Bank Global Findex database,55% of those over 15 in Sub-Saharan Africa had anaccount at the end of 2021, compared with 23% adecade earlier.1Mobile money services powered bymobile money providers (MMPs) have driven much ofthis growth. Recently, rapid growth of other, non-mobilenetwork operator (MNO) players has spurred innovationin the DFS space, improving the user experience(UX) and boosting merchant payments. However, theadoption of adjacent mobile money services, such ascredit, savings and insurance, remains mixed and slowercompared to more basic use cases like peer-to-peer(P2P) transactions and merchant payments. DFL programmes can play an instrumental role infinancial inclusion by arming users with the knowledgeand tools to use the financial services available to themfor their benefit. Targeted DFL programmes can also helpbridge the persistent digital and financial services dividebetween men and women, and between urban and ruralareas in low- and middle-income countries (LMICs).DFL programmes can build trust in the financial servicesecosystem by giving users the skills they need to avoidfalling prey to fraudulent activity. For DFS providers, DFLprogrammes offer the opportunity to expand into newcustomer segments, deepen relationships with existingcustomers and build loyalty. One of the main obstacles to greater financial inclusionand the adoption of these new services is low digitaland financial literacy (DFL). According to the Standard& Poor’s Global Financial Literacy Survey, only one-third of the world’s population is considered financiallyliterate.2Among West African Economic and MonetaryUnion (WAEMU) countries, “more than half of unbankedadults express[ed] insecurity about using an accountindependently while about half of mobile money accountowners report needing help with their account.”3Byimproving financial literacy, marginalised and low-income individuals can become self-sufficient, engagedparticipants in the formal financial sector with greaterpotential for financial stability. In 2024, the GSMA Mobile for