Optimizing float management for the Telecash mobile money service

• Sep 25, 2025
• 1 min

Telecel Zimbabwe, the country’s second-largest telecommunications provider, launched Telecash in 2014 to expand access to mobile money services, such as person-to-person transfers, bill payments, bulk payments, airtime purchases, and the Telecash Gold Card. Despite its potential, the service struggled with persistent challenges related to agent liquidity, which undermined service reliability and customer trust.

Telecel engaged MSC to address this issue. We started the project with the intent to diagnose and optimize float management practices across its nationwide agent network. MSC conducted an in-depth assessment of Telecash’s float management. We reviewed agent float requirements and disbursement mechanisms, analyzed operational gaps, and benchmarked practices against central bank guidelines and international standards. The study drew on desk research, interviews with key staff, and field visits to understand the realities of agent operations.

The findings and recommendations directly contributed to improved float management, stronger agent liquidity, and enhanced operational efficiency within Telecash’s network. These changes led to a more reliable service and smoother customer transactions, which strengthened Telecash’s ability to deliver on the promise of mobile money in Zimbabwe.

The Bill & Melinda Gates Foundation commissioned the project.