MARKET RESEARCH ON FINANCIAL SERVICES IN THE DEMOCRATIC REPUBLIC OF THE CONGO FOCUS GROUPS WITH HOUSEHOLD DECISION MAKERS DISCUSSION GUIDE

Transcription

1 MARKET RESEARCH ON FINANCIAL SERVICES IN THE DEMOCRATIC REPUBLIC OF THE CONGO FOCUS GROUPS WITH HOUSEHOLD DECISION MAKERS DISCUSSION GUIDE CURRENT USERS OF MOBILE MONEY SECTION A: Welcome and Introduction [5 min] Respondent Names Serge Olivier Jeannot Georges SECTION B: Warm-up [10 min] [Warm-up] Now, to start off, please tell me a bit about yourselves and your families. Please tell me your name, how old you are, what is your occupation, how big is your family? Serge: I am 30 years old. I am a teacher at a private high school and in the same time I am also attending my final year of medical studies leading to graduation at the University. I am not married yet, but I am engaged. Here at Goma, I am living alone; my family is living at Bukavu. Olivier: I am married and my wife is pregnant. For the time being I am jobless, a month ago I was working at Caritas as agent tasked with distribution of foods to displaced people and I was also working with a local bank during at least one year and I am presently looking for a job, I am 27 years old. Jeannot: Father of 5 children, married, I am 43 years old. I am jobless for the time being, but I was working at Bunia 6 months ago. I am looking for a job. I have to fend myself to find something to eat for children. Georges: I am 29 years old, still single. I have got a child. For the time being I am still looking for a job. Now, can you tell me a bit about your family budget: what do you typically spend money on, what portions of your household income you allocate to different budget 1

2 items, for example, food, utility bills, children s school fees, savings, insurance and others? Jeannot: for the time being I will not say that my expenses are carried out on a monthly basis but usually they are done on daily basis as regards foods, and for school fees, electricity and water bills; they are carried out every month. Olivier: given that I don t have children; my budget most goes to foods, clothing, electricity and water bills as well as subscription to STARTIME cable channel and especially to my wife expenses. Georges: at my household, it is more about clothing almost on a monthly basis. Serge: given that I do have a job, I am paying rent, electricity and water bills; I am also purchasing foods for the entire month. I am putting aside some money to better plan for wedding. SECTION C: Use of Financial Services [40 min] Speaking of budget and finances, could you tell me specific services your household uses regularly? Just to remind you, when I say financial services I mean money transfers, that is, sending/receiving money domestically or internationally, paying utility bills, savings, salary payments, insurance, loans, micro loans. Jeannot: Given that I am resourceful person; I cannot say that I am getting money anytime but when I get something like 100$; I am supplying the house with foods and other household items and I am also saving the remaining in an account at the Savings and loan Organization of Goma (MECREGO) or at IMMARA Savings Organization (COOPEC IMMARA); this is done by many people here at Goma and if there is an emergency I will go to the bank and make a withdrawal. Georges: I am working with friends, I selling items; I send money through Western Union and withdraw those items from the post office. Serge: I especially use micro loans at MECREGO. But I am also in business with some friends and my sister-in-law that owns a hairdressing salon in which I invested money and I am receiving my interests on a monthly basis. Olivier: I am often using the bank. I more trust bank than Savings and loan organizations. I am sending cheeses to friend at Kinshasa to be sold and when the transaction is done they send me back money to Goma through M-Pesa, SOFICOM or Western Union. I. Services used regularly Exercise 1 MODERATOR: ASK EACH RESPONDENT TO DESCRIBE A RECENT EXPERIENCE WITH A SERVICE. FOR EXAMPLE, IF A RESPONDENT MENTIONS SENDING/RECEIVING MONEY, ASK THEM: 2

3 Think about the last time that you needed to send money. Could you describe how you did this: where you went, why, what exactly you did? Georges: I sent money using Western Union. I arrived at the agency, filled in the form to provide contact details and gave the money since I have friends working there. MODERATOR: ASK THE OTHER RESPONDENTS IF THEY HAVE HAD SIMILAR EXPERIENCES. IN THIS EXERCISE PLEASE COVER THE FOLLOWING QUESTIONS: Tell me about the financial service, for example, who did you send money to or receive money from? Where do they live? What was the reason for sending/receiving money? Jeannot: I am doing it with my little sister living at Kinshasa through Solidaire Agency. I am sending her cheeses and onions, etc and she transfers me money. I am also sending to and receiving from Lubumbashi. Serge: I am sending money to my little brother that is living at Kinshasa for his studies. Olivier: I am sending to/receiving from friends and brothers for business and family reasons. Georges: I am sending to South Africa for business reasons and I am receiving from USA, Belgium, DRC, and Bangladesh for family reasons. Who did you go to for this service? What was the provider for this service? Georges: I am sending money through Western Union agency. Jeannot: I received money through SOFICOM. Serge: I am sending money through Western Union and SOFICOM. Olivier: I am sending and receiving money through Western Union located in BIAC premises of GOMA. Why did you go to that particular provider? How long have you been using this provider? How did you first hear about this provider? Georges: I always transfer through Western Union. I go to bank because of their reliability and speed, also because of cash dispensers. Olivier: I am using Western Union since it is speed and provides good services. I have friend them and I trust them. 3

4 Serge: I am using Western Union since they provide good and speed services. I also use Trust Merchant Bank (TMB) with their money transfer service called PEPELE that is very cheap and speed. How much did you pay for this service? Olivier: in terms of costs, at TMB to send 100$ I pay 1$, i.e. 1% of the amount sent as transfer fees. But with Western Union it was 3$ before but with the coming of VAT it is now 4 or 5$. Jeannot: With Solidaire it is not expensive, when I send 100$ I pay 5$. With TMB for sending 100$ I pay 1$ i.e. 1% of the amount to send as transfer fees. Serge: in terms of costs, at TMB to send 100$ I pay 1$, i.e. 1% of the amount sent as transfer fees. Georges: I pay 6% of the amount to send when I use Western Union. How many different providers do you use for this service? How do you choose which provider to use each time? For example, do you choose the one with the lowest price, the one closest to you, or do you have any other reasons for choosing a particular provider? Georges: speed of cash dispensers also allows a good choice of provider. Olivier: speed and I also have friend there. Serge: I consider speed, kindness they show to customers and trust. Jeannot: I more consider speed in services. Overall, were you satisfied with the service? What were the main reasons for your satisfaction/dissatisfaction? Georges: I was satisfied with Western Union due to trust and also for speeds of banks with their cash dispensers. Olivier: I was satisfied with Western Union because it is speed and offers good services. I have friends working there and I trust them. Serge: I was satisfied with Western Union since the provider good and speed services. And with TMW I was satisfied with this money transfer service called PEPELE because it is cheap, speed and effective. But I was not satisfied with BIAC services since they slow in transactions. 4

5 Jeannot: there were some problems with Airtel Money network but I was satisfied with transfer at Solidaire. Exercise 1 Money Transfer Tell me about the financial service, for example, who did you send money to or receive money from? (All): it is to or from friends and family members. Where do they live? What was the reason for sending/receiving money? Olivier: it was for family and business reasons. Serge: it was for family reasons. Georges: it was for trade and business reasons. Jeannot: it was for family reasons (Lubumbashi) and for business reasons (Kinshasa) How often do you send/receive money? Olivier: I am doing it three times a month. Serge: I am doing it once a month. Georges: I am receiving money once every three months and I am sending once a month. Jeannot: I am sending money once or twice a month and I receiving once a month. Do you send/receive money locally, within the country, or internationally? Olivier: My transactions are carried out within the country. Serge: My transactions are done within the country as well as internationally. Georges: I sending money internationally and receiving money within the country. Jeannot: My transactions are done within the country as well as internationally. What currency do you normally use to send/receive money? Olivier: both in Congolese francs and USD. 5

6 Serge: both in Congolese francs and USD. Georges: mostly in USD. Jeannot: both in Congolese francs and USD. Which part of the country do you send money to? /receive money from? Olivier: I am making transactions for family reasons at Beni and Bukavu and for business reasons at Kinshasa. Serge: It is for family reasons at Bukavu and Kinshasa. Georges: Kinshasa Jeannot: I am making transactions at Kinshasa, Lubumbashi and Equateur (If international) What countries do you send money to/receive money from? Georges: USA, South Africa, Bangladesh and Belgium. Serge: I am sending money to Kenya and receiving money from Gisenyi from Rwanda. Jeannot: I am making transactions at Kampala What are the reasons for the transactions? Emergencies, family, business? Olivier: I am sending money to Beni for family reasons and to Bukavu for business reasons. Serge: it is mostly for family reasons. Georges: for both family and business reasons. Jeannot: for both family and business reasons. What is the method/what are the methods that you use for ending/receiving money? Olivier: I am using mobile money providers (M-Pesa) and transfer agencies. For informal method I can say that I have already sent money through a friend to Beni using an intermediate person. 6

7 Serge: I am using a transfer agency (Western Union). But also regarding informal method, I can say that I have already sent money for tuitions to my brother living at Kinshasa through an intermediate person; but the consequence of sending money through informal means is that money generally doesn t reach the destination; I have already been a victim of this once. If you send money through someone that you know and trust it is fine, but if you don t know the person and if that money doesn t reach the destination there is no evidence about your transaction then. Georges: through money transfer agency (Western Union) and (SOFICOM); but also for informal method I would say that I sent money to Bangladesh to my brother through a Nigerian person that was living at Bangladesh and that came to spend his vacations where I was living. I didn t know the person but still sent that money. And the transaction was carried out through phone and by physical presence. Jeannot: money transfer agencies, but also through informal means. I am often sending money to Kampala through someone and the receiver confirms me that he receives money through phone. The sending through informal means must be carried out based on trust. I experienced such thing strange here at Goma. A businessman that needs to send money to Kampala and just find people travelling there, he will just trust an unknown person and give him 5000$ or 2000$. Now if that money is lost it will be difficult to get it back from the person you use to send it; there is really a risk of wasting that money. I know a businessman that sent money using the same mean and the person that took money for transfer just disappeared with it and the businessman started looking for him but I don t know how this story ended. There is also a risk of robbery when the person is carrying that money to the destination. What problems have you experienced with each method when trying to send/receive money? Olivier: delay for money withdrawal, lack of cash, deduction of credits or communication units when making transaction with M-Pesa and Airtel money, the service is not for free; lack of trust towards Savings and loan Organizations. At some mobile money providers you may be obliged to withdraw your money in Congolese franc while the sending has been done in USD Serge: delay for money withdrawal, lack of cash at SOFICOM agency; lack of safety while withdrawing money at Airtel money agency. For informal method; the money may not reach the destination, breach of trust, risk of lost, lack of transaction evidence. For example I wanted to settle a debt to a friend that lives at Bukavu and I agreed with him that the money shall be sent through his brother that was a captain of a boat, but the money never reached the destination. There is also deduction of some credits when you carry out the transaction with Airtel Money via phone. 7

8 Georges: delay for money withdrawal, lack of cash; lack of trust towards COOPEC Immara; microfinance institutions are going bankrupt. But I am experiencing problems with BIAC services since they are slow in transactions. And when I was in South Africa, we have been deducted some credits while making salaries payment through mobile money. Some providers refuse to take Congolese franc for transactions. A lot of Breaches of trust when you use informal means. Jeannot: problems with network when you use Airtel money for making money transfer. For transfers carried out through transfer agencies; when someone sends you money in USD these transfer agencies will give it to you in Congolese francs with a very low rate. They deducted 0.4 cents when you use Airtel money for sending and receiving money. For informal method, there is breach of trust and lost in the event of swindling. At SOFICOM there are problems such as lack of cash, delay in cash arrival and also some technical problems. How often do you experience these types of problems? E.g. Every time, now and then? Olivier: deduction of credits with Airtel money is happening every time. Serge: once with informal method. Lack of cash at SOFICOM is happening very often. Jeannot: network problem with mobile money is not very often. The cases Congolese franc instead of USD with transfer agencies are very often. Georges: deductions of credits with Airtel money are carried out very often. Have you ever stopped using a service because of a problem you experienced? Can you tell me more about that experience? Would you ever go back to using the service? Jeannot: No, these kinds of problems don t happen very often. Georges: Yes, I have cancelled my account at COOPEC Immara due to delay for receiving money and lack of cash or liquidity. Have you ever used a mobile money service to send/receive money? Why/Why not? Olivier: Yes, I have already tried mobile money, a friend sent me 20USD one day around 16h pm to buy a boat ticket through M-Pesa and all let me tell you that all providers are always deducting something as fees for transfer. It is not for free at all. 8

9 Georges: Yes, in South Arica, when I was still working there we have been paid through mobile money. (Others): We have already tried it. Salary, wage, compensation How do you receive your salary/wage/compensation that is the remuneration that you get from your primary occupation? Serge: I am receiving money in cash. Jeannot: I am paid cash. Georges: I am paid cash or via bank account. Olivier: my remuneration is sent to my bank account. Did you pick the provider of this service yourself or was it picked by somebody else? [If provider picked by self]. Why did you choose this particular provider? Would you like to collect your remuneration in any other way? Why/Why not? Jeannot: If there are any other means of receiving it, I will not hesitate to give it a try provided that it is for free that I will be receiving my money. Serge: If there are other means of receiving money I will not hesitate to try it provided that there is no problem with it. But not with mobile money, since they deduct something from my salary, I don t want to take an amount that is inferior to my salary; I am not feeling comfortable with it into my mind. Georges: Yes, through mobile money, since it will stop you from purchasing things that you have not planned in advance. Olivier: Yes, through mobile money, I have to firstly know the rate that will be withdrawn from my salary in advance otherwise I will not use it. And secondly because my salary will be in safe. What problems have you experienced with the way you receive your wages? Georges: delay in payment, but delay in payment often depends on the person that is to give me money. Serge: delay for salaries payment. After the end of month, payment is sometimes carried out 5 days later. 9

10 Olivier: delay in payment. I sent cheeses to a friend living at Kinshasa to be sold; he was supposed to send me money two weeks ago now but up to date, i.e. one month later I am still waiting that money. So I am now asking what if he used that money. How often do you experience these types of problems? E.g. Every time, now and then? Serge: these delays often happen. How are these problems affecting your usage of these services? Serge: Yes, since with salary payment delay, I am obliged to borrow money to be given back after that I am paid. Olivier: delay in payment is blocking my business. Have you ever used a mobile money service to receive your salary? Why/Why not? Serge: not yet. But I will not accept deduction of even some cents from my salary; I am not feeling comfortable with it in my mind. Georges: No, I have not yet used mobile money to receive my salary; I would like to get my salary through it since this will help me easily purchase things without moving and well manage my money. Some companies make mandatory the use of mobile and the advantage is that even if you have been stolen your phone the money still remains in the SIM card. Olivier: Not yet, but the use of mobile money may help me know the rate that is deducted from ones money when transactions are made. It makes the security against possible robbers easier, but one thing I don t like with it is the deduction of money sent or received; I would not like getting 199$ instead of 200$ due these deductions you see. When I was still working, employees did not agree with this practice. Jeannot: not yet, but since the advantage is that even if the phone has been stolen, you still have your money in SIM card. I think I may give it a try. Paying bills What kind of utility bills do you pay? Do you pay TV fees, electricity, gas or others? (All): I am paying water and electricity bills. How often do you pay your utility bills every month, every few months? 10

11 (All): it is done on a monthly basis. In what currency do you normally pay utility bills? Serge: In Congolese franc and in USD. Jeannot: In Congolese franc and in USD. Olivier: In Congolese francs but some companies are paying back using a very low rate. Georges: In Congolese franc. What is the method/what are the methods of paying bills? Serge: I make payment in cash, I don t use another method; payment is carried out at their counter, it is like a habit now. Jeannot: I make payment with cash, I don t use another method; payment is usually carried out at their counter. Olivier: I make payment with cash, I don t use another method; I make payment at their counter. Georges: I make payment with cash, I don t use another method; I make payment at their counter since these companies would like to maintain the rates that we use to pay bills. Have you or do you know someone who has tried to pay bills using a different method? What was the reason for using a different method? What was the experience like with this method (positive/negative)? Jeannot: Big companies such as Bralima are paying via banks means. Olivier: NGOs are paying through bank system. (Others): No so far. If you haven t tried a different method, do you know if there are any other methods available to you? (All) No, I have never tried a different method and I even not know is there any other available methods. 11

12 What problems have you experienced with any bill payment method, if any? Georges: one thing I am complaining about is staff are coming to work late and I even think that they are understaffed at that service and this causes bothers a lot. Olivier: one thing I am complaining about the electricity Supplier is that let you count you money yourselves and then they will recount it again by themselves; this is a waste of time and this results to the fact that 50% of Goma people don t use electricity provided by the National Electricity Supplier (SNEL); it is more solar panels. It is about a waste of time that I am complaining. Jeannot: one thing I am complaining about SNEL is that let you count you money yourselves and then they will recount it again by themselves; this is a waste of time Serge : one thing I am complaining about SNEL is that let you count you money yourselves and then they will recount it again by themselves; this is a waste of time and also when staff are arriving late at the office, in fact they are understaffed I think people are not comfortable with all this at all. How often do you experience these types of problems? E.g. Every time, now and then? Georges: I experienced this problem very often. Olivier: I experienced this problem very often. Have you ever stopped using a service because of a problem you experienced? Can you tell me more about that experience? Would you ever go back to using the service? (All): we cannot stop using this service Have you ever used a mobile money service to pay your bills? Why/Why not? Jeannot: Not yet. But if these companies accept entering into mobile money system and improve their payment we could pay 10$ or 5$ while sending money in the REGIDESO (national water supplier) or SNEL for example in order to avoid all harassments of any kinds. These companies don t have developed technology Olivier: Not yet. Bills payment with mobile money will be complicated due to the fact that these companies have already difficulties to manage with the last monthly payments in cash; I really don t think that they will be able to deal with mobile money. Georges: Not yet, but I can use mobile money to make bills payment easier or for purchasing of credits for example. I think that bills payment will be complicated 12

13 Savings because these companies first have to improve the technology they are using to deal with that field. I know that it is not easy, but how many of you are able to set aside money? (All): I am saving some money of course. What are your top 3 reasons for saving money (e.g. emergencies, long-term needs, family needs, regular payments, etc...?) Georges: I am savings for payment of my school fees. Serge: for payment of tuition, for preparing my wedding and for emergency cases such as sickness and also for travelling with my family. Olivier: I am saving to get ready for my children school fees, for buying a compound and for also buying a car or transport means. Jeannot: I am saving to prepare for the future of my 5 children since there will be always needs to meet and also for school fees. What methods do you use to save? Georges: I am using a bank. Serge: I am using Savings and loan organization. I am also saving by investing money into my sister business; it is like savings for me. Olivier: I using a savings account at Bank of Africa. Jeannot: I am using a bank. How do you decide which method to use? Do you use different methods for different purposes? Serge: I decided to use this method because of guarantee and security. Olivier: there is a better percentage and good interest rate. What are the advantages/disadvantages of one method of saving money over another? Serge: The advantage of savings in a Savings and loan organization is that it gives guarantee of safety. Savings into my sister business, this doesn t give me a great guarantee of security because it can go bankrupt or be full of depts. 13

14 Olivier: Bank Of Africa is offering a savings account with the best interest rate in terms of percentages. II. Other services used Are there any other services that you use in addition to those discussed so far, such as credit, insurance, etc.? How often do you use these services? Jeannot: yes, I am member of MECREGO (Goma savings and loan organization) with micro loan. Serge: I am also using micro loan. Georges: I was using micro loans but during occupation of M23 rebels, all accounts at Goma Savings Organization were closed. They offer loans depending on the value of your bank account. Olivier: I was also using micro loans but during occupation of M23 rebels, all accounts at Goma Savings Organization were closed. What are the reasons why you do not use this service as often as the ones we just discussed? In general, what are the main constraints affecting your use of this service? Olivier: ceiling in withdrawal fees for transactions carried out by customers. Jeannot: because of lack of available money. Georges: because of lack of available money and delay in payment. Who did you go to for this service? What was the provider for this service? Jeannot: I was also using Savings and loan Organization of Goma called (MECREGO). Serge: I also used micro loan. Why did you go to that particular provider? Jeannot: Because it was always available and was presented some advantages. I am a former user. They offered easy solutions Serge: my friends talked to me about it and told me that it is presenting some advantages for example making deposit of small amount of money. I have never experienced any problem while using it. They offer loans depending on the amount or value you have got into your account. 14

15 What problems have you experienced with this provider? Jeannot: problems of delay in payment and lack of cash. Georges: during occupation of M23 rebels, all accounts at Savings Organizations were closed and they only granted loans up to the amount of the value of your money into your bank account. Olivier: ceiling on withdrawal during occupation of M23 rebels. III. Pricing Thinking of the services that you mentioned, is the pricing transparent enough? Or are there any extraneous fees or unexpected penalties? Has it happened to you that you expected to pay one price, but got charged much more? Does this happen regularly? Serge: I think that something is not clear with these prices. They talking about the existence of VAT at Western Union 10%. Generally they will deduct for example 40$ if it is about the sending of 400$ but sometimes they may deduct 49$ for the same amount. Olivier: prices are not clear about mobile money use but with Western Union they say that they will deduct for example 20$ but they write 21 on the invoice. Do the financial services providers that you use charge flexible prices or is it one flat price for all customers? (All): prices depend on the amount to transfer. SECTION D: Overview of Mobile Money Services Use How long have you been using mobile money? Olivier: I have been using M-Pesa since one month and half. Georges: I have been using M-Pesa since three months and half. Jeannot: I have been using Airtel money since three months. Serge: I have been using Airtel money since the period of M23 rebels occupation. How did you first hear about mobile money services? Olivier: I first got information about it on a poster at Vodacom premise, then I saw advertisement at TV; also a friend talked to me about it and also in small shop 15

16 around the corner, the owner of this shop explained me about it and how it is working. Georges: It is a friend that works at Vodacom that talked to me about it. Jeannot: I heard about from friends and at the TV. Serge: I was people with Airtel money umbrella. Are you a registered user? Georges: Yes, I made my registration alone with my phone. (Others): I made my registration at a shop. Which provider of mobile money do you use? (Airtel Money, Tigo Cash or M-Pesa?) If registered: Why did you register with that particular provider? Olivier: M-Pesa since it was an emergency and the condition for receiving a configured SIM card. Georges: I am using M-Pesa of Vodacom. Jeannot: I am using Airtel money because I find that it is a good thing. Serge: Airtel money because it was an emergency and the condition for receiving a configured SIM card. What services are available via mobile money? Which one do you use the most often? Have you tried other services? What other services have you used? Serge: I am carrying out deposits and withdrawal in my mobile money account. Olivier: I am carrying out deposits and withdrawal in my mobile money account and I am also making the balance of my account. Georges: I am carrying out both deposits and withdrawal in my mobile money account. How does using mobile money for these services compare with using other providers? What are the advantages/disadvantages of using mobile money? Georges: the advantages are: I am easily sending money to a friend; I don t need to move for that and there is also security. But disadvantages are the long Indian file of people waiting under the sun for registration or withdrawal. 16

17 Jeannot: as advantage I can consider the security of money. You definitively don t need to move. Olivier: It helps to safely save money. Is there anything you would like to be able to do with your mobile money account that you cannot do now? Olivier: I wish that mobile money providers could offer a service such as openaccess deposit account to customers in order to make profits as classical banks are doing. Jeannot: I wish that mobile money providers could improve their network in order to solve all connection problems when people are purchasing credits with money put into mobile money account (transforming mobile money to credits). Serge: I wish that mobile money providers could make easier the reopening of an account when the former one is blocked because of lost of password because this is a long process to reopen ones account. How often do you use mobile money services? For airtime? For transfers? For other services? (All): from time to time. Is there certain information about mobile money you wish you knew? Serge: I wish that mobile money providers could provide us with information regarding the opening of open-access deposit account in order to make profits as classical banks are doing. Serge: Mobile money providers should make easier the reopening of an account when it is blocked because of lost of password and shorten the process. Exercise 2 MODERATOR: WRITE ON A FLIPCHART MOBILE MONEY SERVICES AND ASK THE GROUP: o What would you say is the best thing about using mobile money services? Serge: making transaction easier. Jeannot: security of money. Georges: making transaction easier and reducing movements. 17

18 Olivier: security of money and availability of my money. o What would you say is the most frustrating thing about using mobile money? Serge: the fact of blocking someone s account when he forgets his password. Jeannot: difficulty of transforming mobile money into credit because of network connection unavailability and difficulty of registration (technical problems) Georges: there is nothing frustrating for me so far. Olivier: lack of money to be withdrawn from mobile money provider and difficulty of registration. IF RESPONDENTS MENTION REGISTRATION, ASK THE QUESTIONS BELOW: o Were you successful the first time you tried to register? Why/Why not? Serge: Yes, since they only give me a form to fill in but with some difficulties. (Others): Yes, but with some difficulties. o What difficulties did you experience? Olivier: the agent tasked with registration did not understand well how to deal with it and I needed the help of two other persons and they required my ID before helping but they helped me. Jeannot: I spend a kind of long time there. There was also a need for a swap of my number, and I had to wait for 30 minutes before having my former numbers. The agents are not providing all details about the why. And that day, that specific agent did not understand how to deal with it. Serge: the agent found it a little bit difficult to explain in the way that I could well understand. o Did the agent explain the requirements for registration? Serge: Yes, but with the support of a third person. Olivier: Yes, but with the support of another agent. Jeannot: Yes, all by myself. Georges: Yes, all by myself. 18

19 o Were you able to provide all the required documents? Serge: Yes it was just my ID. Olivier: Yes it was just my ID. Jeannot: Yes it was just my ID. Georges: No, because I have lost my ID. o Were you asked to pay for registering? How much? (All): No, the registration is for free. o How helpful was the agent? Is there anything the agent could have done better? Jeannot: I think the agent was helpful but not that helpful. Olivier: Yes, there is something the agent could have done better to help me well understand. Serge: Yes, at his level, I can say so. But I wish the agent could have the control of this registration process it would help me save some time. Georges: No the agent was not that helpful. If respondents mention technical problems, ask the questions below: o Were you successful the first time you tried to transact? Why not? Georges: Yes I think. Olivier: Yes I think. (Others): No, it was not easy at all. o What difficulties did you experience? Jeannot: The lady that was supposed to send me money made a mistake about the code, but we solved the problem. Serge: the code just slept my mind. o Did you seek help from an agent? Was the agent helpful? Serge: Yes, I asked for the help of two mobile money providers agents. 19

20 Have you recommended mobile money to friends, family, neighbors? Why/Why not? Georges: I have not yet recommended it to a friend since my friend were already in the system before me. Olivier: I have already talked about it to someone once. The guy I am dealing with in business. At SOFICOM, there is not enough cash and there are also long Indian files of people waiting for the service. Serge: No, I have not yet talked about it to someone. Jeannot: I have already recommended it to friends. I actually recommended it to a friend that was not using mobile money before. He had also his friend that was in the system (mobile money) and he was obliged now to use my system (mobile mobile) for receiving money and he liked it. Have any of the people you ve talked to about mobile money registered as a result of your recommendation? Why/Why not? Jeannot: Yes, I have talked about it to friend and he made his registration into mobile money system. Olivier: Yes, I have also talked about it to friend and he made his registration into mobile money system. (Others): Not yet. Who are the people who ask you? Jeannot: my friends. Georges: I asked to people who are very busy doing many things. What are the reasons they ask you to conduct transactions for them? Jeannot: during emergencies cases or when we want to go out in the weekend. Georges: lack of time. Are there any other services that you wish were available using mobile money? Olivier: Savings in order to move or travel with my money and also for openaccess deposits. 20

21 (Others): Savings of course. In the end, what do you think could be done to encourage more people like you to register? Serge: more advertisements and more awareness campaign on the field by mobile money providers agents in order to widespread the information in all society classes because until now; I think that it is only limited to some social classes. Mobile money providers should also retrain their agents. Jeannot: widespread mobile money in rural areas since according to the context these guys need security as well as we need. Georges: widespread mobile money throughout all social classes. If the managers of the mobile money services were standing in front of you now, what would you say to them? Georges: they should show people advantages in terms of security while using mobile money, make awareness campaign within the country where people really need it. Olivier: I would say to the managers of Mobile money to well manage the connection and by taking care of that many people will register. Jeannot: I would tell them thank you for making financial transactions easier through services they provide us with. I would also tell them to make awareness campaign and retrain their agent in this specific field. Thank you so much for your time! 21