[kictanet] Challanges facing Mpesa Agents

[Chris Foster]

I think there also a more general point here, that M-Pesa agents carry 
quite a lot of risk in terms of the product.

Correct me if I'm wrong, but as far as I understand, losses in operation 
- whether that be genuine errors by agents typing in a mobile number, or 
criminality such as SMS scams, fake money and kiosk robbery - always 
results in loss to the agents' enterprise and not to the wider M-Pesa 
operation.

And it is probably fair to say that such agent risks are only going to 
increase as services offered get more complex and volumes increase (i.e. 
M-Kesho, increases in maximum Pesa transfer).

How can such risks be reduced? Certainly having a more responsive 
customer service is one factor, something that Safaricom have been 
talking about of late....But there may also be other approaches: agent 
insurance, recommended procedures or policy which might also be crucial 
in reducing such risks.

Chris

-- 
Christopher Foster
PhD Researcher, Centre for Development Informatics (CDI)
University of Manchester, UK

Skype: cgfoster
@cgfoz


On 15/02/11 12:47, robert yawe wrote:
> Hi,
>
> I raised this issue some months ago and Safaricom took action they 
> have released a new SIM card that allows you to access your phone book 
> when sending cash.
>
> On the other hand can we appreciate the fact that sending money using 
> mobile transfer services is actually sending cash.  If you got onto 
> the wrong Matatu and got to the wrong destination can you really blame 
> the Makanga?
>
> Regards
> Robert Yawe
> KAY System Technologies Ltd
> Phoenix House, 6th Floor
> P O Box 55806 Nairobi, 00200
> Kenya
>
> Tel: +254722511225, +254202010696
>
>
> ------------------------------------------------------------------------
> *From:* Preston Odera <podera_2002 at yahoo.com>
> *To:* robertyawe at yahoo.co.uk
> *Cc:* KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
> *Sent:* Mon, 14 February, 2011 19:33:10
> *Subject:* [kictanet] Challanges facing Mpesa Agents
>
> Can Safaricom shed some light on this:-
>
> When money is sent erroneously to a wrong number it has been very very 
> difficult to reach the customer care on time to report the incident 
> resulting in loss of funds.
>
> It would be interesting to get some statistics by month  on how much 
> agents/customers are losing by not reaching the hotline in time.
>
> Information from agents indicates that it is near impossible to reach 
> the hotline in time to safe the situation. The line is unavailable and 
> could take from 30 to 60 minutes. Always the agents and their 
> assistants have to suffer the loss. by this time money will have been 
> withdrawn by the recipient.
>
> Preston
>
>
>
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