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@yahoo.com>
To: robertyawe@yahoo.co.uk
Cc: KICTAnet ICT Policy Discussions <kictanet@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 by this time money will have been withdrawn by the recipient.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

Don't pick lemons.
See all the new 2007 cars at Yahoo! Autos.


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