Research on Agent Selection, Management and Sustainability in Indonesia
NetHope/E-mitra contracted MicroSave to conduct research on agent selection, management, and sustainability for its partner, Bank Mandiri. We conducted qualitative (in-depth interviews) and quantitative surveys across nine provinces of Indonesia to design and develop an agent network strategy. The quantitative data analysis included bivariate analysis of the key aspects related to the models, and multivariate analysis to assess suitability of these models for agent operations. The qualitative research was used for triangulation of data and suggesting changes required. Recommendations were based on ranking-based evaluation criteria of the agent models, and included aspects of agent management, such as incentives and commission; training; marketing and promotion; liquidity; support and services. We also conducted two workshops ― one for Bank Mandiri and a second for major stakeholders, such as regulators, banks, MFIs, international financial institutions ― to share the findings and recommendations.