MSC supported the Airtel Payments Bank (APB)  to expand its banking agent network across the underserved regions of Uttar Pradesh and Bihar. Rural India remains costly and difficult to serve, despite ambitious financial inclusion efforts. Rural areas have sparse infrastructure and limited presence of formal banking outlets, which limits access to cash-in/cash-out (CICO) services and prevents the adoption of digital finance. Digital platforms, such as APB, rely heavily on banking agents to bridge this gap. However, when agents are located far away from access points, essential financial services remain outside the reach of underserved communities. MSC’s geospatial intervention targeted this gap head-on.

MSC conducted geospatial analysis to map APB’s current agent distribution and identify service gaps. We developed a location intelligence framework that combined key indicators, such as population density, financial access metrics, and travel distance to banking points. These indicators helped us pinpoint high-priority underserved areas and enabled APB to strategically deploy agents, which eliminated redundancy and ensured optimal coverage.

The targeted approach improved service availability in previously unserved areas, reduced customer travel time, and enhanced community engagement with digital banking. As agents were onboarded in high-need zones, trust in formal financial services increased. APB now operates in more than 500,000 banking points nationwide and has positioned agents in underserved regions, which contributes directly to inclusion goals. The initiative led to more inclusive outcomes and efficient expansion of the agent network.

The Airtel Payments Bank commissioned the project.

Indonesia has witnessed a rapid expansion of digital financial services (DFS), which brings both new opportunities and emerging risks for consumers. In response, the Financial Services Authority of Indonesia (OJK) prioritized the need to enhance its supervisory capacity and consumer protection mechanisms. The goal was to build a more agile, responsive, and resilient regulatory environment that could keep pace with technological innovation and evolving market dynamics.

MSC worked alongside OJK to support the development of a forward-looking RegTech and SupTech strategy. This involved a series of stakeholder consultations to gather insights on regulatory challenges and user needs. MSC conducted a detailed analysis of consumer complaint trends to identify systemic issues and inform the design of appropriate digital tools. Based on these insights, MSC developed the terms of reference for key consumer support technologies. As part of its technical assistance, MSC implemented two critical innovations: A cloud-based sentiment analysis platform that enables OJK to monitor and assess public sentiment in real time, and an on-premise chatbot integrated into OJK’s official website to provide consumer education, manage inquiries, and assist with complaint resolution.

These tech-driven solutions have significantly strengthened OJK’s ability to respond to consumer concerns more swiftly and effectively. By enabling real-time data analysis and automating consumer support functions, the innovations introduced by MSC have enhanced regulatory oversight and promoted responsible digital finance practices. The project marked a pivotal step in building a consumer-centric and future-ready regulatory ecosystem in Indonesia’s rapidly evolving financial landscape.

This project was commissioned by the Gates Foundation.

Qatar’s renewed focus on inclusive economic growth highlighted an urgent need to expand access to quality financial services for underserved people and businesses. To lead this agenda, the Qatar Central Bank (QCB) set out to design the country’s first National Financial Inclusion and Literacy Strategy and required evidence-based insights to guide policy, regulation, and market action.

MSC partnered with QCB to deliver a comprehensive, data-driven roadmap. We began with a nationwide survey which captured demand- and supply-side perspectives across retail, SME, and insurance segments, to diagnose gaps in access, usage, and financial capability. Using these insights, MSC cocreated a strategic framework that:

• Pinpoints systemic barriers to inclusion;
• Defines measurable targets for product diversification and outreach;
• Sets clear roles for public- and private-sector stakeholders.

MSC then worked closely with QCB’s financial inclusion committee to translate the strategy into a phased implementation program, complete with governance structures, monitoring indicators, and communications plans to build public awareness and trust.

The resulting strategy positions Qatar’s financial sector to serve all segments of society while it also reinforces macro-financial stability. By aligning regulatory reforms, market incentives, and consumer education, the roadmap unlocks new pathways for inclusive growth and economic resilience.

As climate change continues to intensify across Tanzania, growing numbers of people are displaced from their homes. These internally displaced persons (IDPs), often uprooted by floods, droughts, or other climate-related events, face heightened economic vulnerability and limited access to formal financial services. In response, the Bank of Tanzania recognized the urgent need to include displaced populations within the country’s financial inclusion agenda. To support this goal, a comprehensive diagnostic study was initiated to better understand the financial needs and barriers faced by climate-induced IDPs and to develop a strategic roadmap for their inclusion.

MSC led this diagnostic study. Drawing from both demand and supply side perspectives, we assessed the financial behaviors, needs, and constraints of climate-displaced populations, while also examining the capacity and readiness of financial institutions to serve them. The study explored regulatory gaps, institutional coordination challenges, and opportunities to build more inclusive financial products and delivery channels. The generated insights informed the development of a practical and forward-looking roadmap to support the integration of IDPs into the National Financial Inclusion Framework (NFIF) and broader financial sector policies.

The project marked an important step in ensuring that Tanzania’s financial inclusion strategy is responsive to the evolving risks of climate change and displacement. By equipping policymakers with a nuanced understanding of the financial exclusion experienced by IDPs, the study has catalyzed greater alignment among financial sector stakeholders and strengthened the foundation for inclusive, resilient policy action. The roadmap now serves as a guide for incorporating displaced populations into national financial systems and enhancing their economic participation and protection.

This project was commissioned by the Alliance for Financial Inclusion (AFI).

In the face of evolving financial technologies and increasing demand for inclusive digital financial services (DFS), regulators in Pacific Island countries and Seychelles recognized the need for a collaborative approach to strengthen their supervisory capabilities. The Alliance for Financial Inclusion (AFI) commissioned a study to explore the development of a shared SupTech and RegTech solution that could enhance regulatory effectiveness, promote innovation, and accelerate financial inclusion across the region.

MSC led the study to assess the feasibility and design of a unified digital supervisory tool for Pacific regulators. Adopting a collaborative, stakeholder-driven methodology, the project unfolded in six distinct phases. These included comprehensive landscape assessments, in-depth stakeholder consultations, technical feasibility analysis, and the cocreation of a five-year implementation roadmap. Throughout the process, MSC worked closely with central banks, regulators, and development partners to ensure the proposed solution addressed regional needs while remaining scalable and cost-effective.

The study culminated in a high-level regional workshop that brought together key regulatory actors and development agencies to validate the findings and align on next steps. This convergence laid the foundation for a resilient, future-ready regulatory ecosystem tailored to the Pacific context. The roadmap and recommendations developed by MSC now serve as a strategic guide to help regulators harness technology, improve supervisory oversight, and create a more inclusive financial environment across the region.

This project was commissioned by the Alliance for Financial Inclusion (AFI).

As part of a broader agenda to enhance financial inclusion and strengthen regulatory compliance, Bangladesh has accelerated the adoption of electronic Know Your Customer (e-KYC) processes across its financial sector. The Bangladesh Financial Intelligence Unit (BFIU), in collaboration with the International Finance Corporation (IFC), set out to develop a strong business case to support the nationwide rollout of e-KYC. The goal was to provide evidence on the operational benefits of digitized onboarding systems and encourage financial institutions to move away from manual processes.

MSC was engaged to conduct a comprehensive baseline study of customer onboarding practices across various financial institutions, which includes banks, mobile financial service (MFS) providers, insurers, and capital market entities. The study measured customer acquisition costs, evaluated onboarding durations, and assessed the operational efficiencies enabled by digital processes. Through this assessment, MSC generated clear, data-driven insights to guide financial institutions in transitioning from traditional to digital KYC systems. The findings also served as a strategic input to help stakeholders understand the economic and procedural advantages of e-KYC adoption.

The study played a key role in reinforcing the case for scalable e-KYC implementation across Bangladesh’s financial ecosystem. By quantifying cost savings, streamlining customer acquisition, and identifying efficiency gains, MSC’s work empowered financial institutions with the knowledge needed to modernize their onboarding systems. It also supported regulators in shaping a cohesive vision for secure, efficient, and inclusive customer verification practices. The findings are expected to contribute significantly to expanding access to formal financial services across the country.

This project was commissioned by the United Nations Development Programme (UNDP).