How to bring Indonesia’s great unbanked masses into the fold of financial inclusion
- When getting to the nearest bank branch can be a perilous journey, and where more people have smartphones than bank accounts, digital banking is clearly the solution. But rural customers also want the human touch. Enter agent banking
The concept is simple. Banks and microfinance institutions arm individuals with training and mobile technology to become the informal bankers of their villages. It is a means of reaching rural, remote and underbanked populations far away from a physical bank branch.
It allows, for example, a fish farmer in remote Madura, an island off the northeastern coast of Java, who wants to apply for a loan, to avoid a treacherous journey by motorbike 50km to to the closest bank, and instead, visit his neighbour, a registered bank agent. The agent could make the loan application in minutes using a smartphone.
In 2018, 63.1 per cent of Indonesia’s rural residents were aware of banking agents in their region, a staggering increase from 19.4 per cent in 2016, official data show. These agents are key access points for unbanked residents in hard-to-reach spots and are far more valuable to rural residents than to urban ones.
All the case studies make one thing clear. It is crucial and valuable for banks to take an interest in unbanked populations in emerging markets. This means going to them, not forcing them to come to you.
In Indonesia, a little fewer than half of all adults still do not have access to banking. For the most part, these are working-class people who live on a few dollars per day or less. But to ignore this group would be unwise. Banks can definitely serve more in the rural areas if the agent model is more widely adopted.
Rural residents have shown they are more than ready to open bank accounts. They are ready to begin saving money and interacting with other financial services too. They should be empowered to open an account in under 10 minutes, without having to locate a branch that may be overcrowded or geographically inaccessible.
The more we can bring Indonesia’s remote, rural and unbanked consumers into the fold via agents, the better the nation’s economy can thrive. But we must also be open to taking a high-touch approach to achieve this. This means committing to training programmes and communicating with agents.
Indra Utoyo is the director of digital technology and operations at Bank BRI, the largest microfinance institution in the world and Indonesia’s first digital bank