With close to half a billion people and a vast terrain with limited infrastructure and the results of India’s efforts to achieve financial inclusion thus far are remarkable. To continue this momentum, however, we always need to know what agents are saying, and not saying, achieving and not achieving. Financial inclusion cannot happen without agents and it will happen with better and more lasting results if all levels in this effort-senior regulators, bank presidents, branch officers, network managers-pay more attention to the last and critical link to their customers.

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