Analyzing the sustainability of mobile money agents in a digital era

• Sep 4, 2025
• 2 min

Mobile money agents are vital to expand financial access for underserved populations across sub-Saharan Africa. However, these agents face many challenges. Increased digital transactions threaten traditional CICO activity. Rural areas have weak distribution networks. Declining withdrawal fees also continue to erode agent commissions.

MSC assessed the sustainability of agent networks in Kenya, Mozambique, and Côte d’Ivoire to better understand these shifting dynamics. We conducted an in-depth, mixed-methods assessment of agent networks across the three countries. The study examined agent satisfaction, perceived challenges, and evolving business models in increasingly digital financial ecosystems. MSC analyzed agent-level data to uncover systemic barriers through direct engagement with agents and ecosystem players. We also reviewed these findings against market realities. The project moved beyond diagnostics to recommend customized approaches that support agent resilience, business continuity, and investment readiness.

The research revealed context-specific insights with broader implications for the mobile money industry. In Côte d’Ivoire, low commission rates were the most pressing concern. More than 80% of agents described these rates as a big challenge. In Mozambique, the shortage of working capital needed to maintain sufficient float was the primary constraint. Kenya presented a different model of resilience. More than half of the agents earned most of their income from non-mobile money activities.

These findings identified strategic recommendations to diversify agent use cases, build viable business cases for disbursements and government payments, and design targeted financing solutions. These steps will support agents in both established and emerging markets.

GSMA Mobile Money Program commissioned this project.