Agent networks are the mobile money industry’s backbone, digitising over USD 500 million per day in 2020. Mobile money agents play an essential role in enabling unbanked and underbanked populations access financial services, thanks to their relatively more robust geographic reach than the traditional banking system.

However, there are a variety of challenges that impact agents and their much-needed network in the future, particularly in Sub-Saharan Africa, where several markets are moving towards maturity. Considering these developments, the GSMA commissioned MicroSave Consulting (MSC) to research cash-in/cash-out (CICO) agent circumstances in three markets in Sub-Saharan Africa.

This second report focuses on findings from Kenya.