This webinar demonstrates how integrating the Responsible Digital Payments Guidelines in payment responses is possible at a time like this, and why it is an important building block for recovery. Participants will: - Learn different ways Jordan, Peru and Ghana are digitizing responsibly in this emergency. - Discuss how to integrate responsible practices so those financially excluded or underserved can be reached.

1. WWW.BETTERTHANCASH.ORG
Webinar
Responsible Digital Payments
during COVID-19:
Insights from Jordan, Peru and Ghana
May 13, 2020

2. 2
OBJECTIVE & OUTLINE
COVID-19 and overview of digital financial ecosystem
Jordan, Peru and Ghana on digitizing responsibly during
COVID-19
Q & A
Alliance members to share experiences responsibly
digitizing in their COVID-19 response
Responsible Digital Payments Guidelines

3. 3
SPEAKERS
DR. RUTH
GOODWIN-GROEN
(Moderator)
Managing Director
BetterThan Cash Alliance
AMR ALMUSA
Head, Financial Inclusion Division
Central Bank ofJordan
CÉSAR CALMET
DELGADO
Director, Policies & Strategies
Ministry of Development and Social
Inclusion, Peru
ARCHIE HESSE
Chief Executive Officer
Ghana Interbank Payment and
Settlement Systems

4. COVID-19 and digital financial
ecosystem overview in
Jordan, Peru and Ghana

5. JORDAN
COVID-19 scenario 5
• Full lockdown since March 18, and curfew from March 22
• Unique challenge: almost a third of the population
are migrants and refugees
• Emergency transfers to 200,000
most vulnerable households, at up to
USD$192 per month for 6 months Population
10.5 million

6. 6
JORDAN
Digital financial ecosystem snapshot
• Since 2019, any customer with a Jordanian ID can open a ‘basic- bank’ account
• Level playing field with banks for mobile-based payments service providers
• Interoperability and seamless customer experience through Jomopay
Account
(age 15+)
Account female
(age 15+)
Number of
banks
Number of
Payment Service
Providers
Mobile access
(age 15+)
42% 27% 24 7 89%
Source: Global Findex database, 2017

7. PERU
COVID-19 scenario 7
Mandatory lockdown since mid-March, extended to May 24
Extraordinary measure of a fiscal package
equivalent to 12% of the GDP
Emergency transfers to
6.8 million households at USD $223 for
lockdown duration, over one or two
payments, depending on the scheme Population
~32 million

8. 8
PERU
Digital financial ecosystem snapshot
• Regulations catalyzing interoperable payment solutions
• Government extending mobile and data coverage to reach all Peruvians
• QR standards and mobile wallets increasing accessibility to digital payments
Account
(age 15+)
Account female
(age 15+)
Number of
banks
Mobile access
(age 15+)
Source: Global Findex database, 2017
43% 34% >30 79%

9. GHANA
COVID-19 scenario 9
Full lockdown for 3 weeks, lifted since April 23 with many controls
Relatively urban population and high levels of informal
employment
Population
~30 million
Some G2P payments are already digital,
onboarding and roll-out being expedited
Significant impact to economy given
role of oil exports and decline in prices

10. 10
GHANA
Digital financial ecosystem snapshot
• Agent and e-money guidelines permit Mobile Network Operators (MNOs) to
own and operate in 2013, resulting in one of Africa’s largest mobile money
markets
• Interoperability between banks and mobile money providers
• Low cost solutions such as QR standard and ProxyPay for more inclusive
e-money acceptance
Account
(age 15+)
Account female
(age 15+)
Number of
banks
Mobile access
(age 15+)
Source: Global Findex database, 2017
58% 54% 24 5 67%
Number of
Payment Service
Providers

11. 11
RESPONSIBLE DIGITAL PAYMENTS
GUIDELINES
Treat Clients Fairly
Keep Client Funds Safe
Ensure ProductTransparency for Clients
Design for Client Needs and Capability
Support Client UsageThrough Interoperability
Take Responsibility for Providers of Client Services AcrossValue Chain
Protect Client Data
Provide Client Recourse

12. JORDAN

13. 13
JORDAN
households selected based on data from the
national unified registry
Eligibility, amount and instructions for wallet
opening conveyed directly to head of
household via SMS
thousand
eligible households had to open a new wallet

14. 14
JORDAN
Enabling rapid onboarding of customers to digital channels
• e-KYC regulations for remote wallet opening
• Fee waiver on wallet transactions and increased transaction limits
to 5,000 Jordanian dinars per wallet
• For all refugees, UNHCR cards are accepted as KYC for e-wallet
opening
• Migrants can now make remittances directly from their mobiles
• Reduce cash out need by increasing e-money acceptance via
QR-code
• Priority merchant segments are pharmacy, grocery and gas stations

15. 15
JORDAN
new wallets opened in
49 days
Beneficiaries are offered the choice of provider
are active
>
thousand

16. 16
JORDAN
Develop special tools to build customer trust and drive adoption
of mobile wallets
Animated video on Facebook highlighting client
rights and responsibilities
Zero-risk demo app with full
functionality to build customer
confidence

17. 17
JORDAN
3 options for customer helplines
~
• Providers
• JOPACC
• Central Bank of Jordan
beneficiaries faced difficulties with
opening an e-wallet account

18. 18
JORDAN
Making cash-out convenient from multiple channels
• Cash-out channels are “essential” businesses
• Clarity on operating hours: 10am -6pm
• 1, 400 agents including a large number of money exchange
houses, MNOs - retailers
• Cardless ATM with just mobile number
• Agent to client ratio improved from 1:450 to 1: 229
• Mobile ATMs
• Unified Agent Interface provides information on fees,
agent points and match with ID location

19. 19
JORDAN
JoMoPay is the only real-time micropayment system operating during crisis
• integrated with National Identity Scheme for Jordanians and other unique identifiers
for non-citizens
• e-wallet cash-outs possible from all ATMs across Kingdom

20. 20
RESPONSIBLE DIGITAL PAYMENTS
GUIDELINES
Treat Clients Fairly
Keep Client Funds Safe
Ensure ProductTransparency for Clients
Design for Client Needs and Capability
Support Client UsageThrough Interoperability
Take Responsibility for Providers of Client Services AcrossValue Chain
Protect Client Data
Provide Client Recourse

21. PERU

22. 22
Mr. MartinVizcarra, President of Peru
announcing the approval of the cash
transfer: I stay at home
Ms. Ariela Luna, Minister of Development
and Social Inclusion provided details on the
scheme, which was expected to cover
2.7 mil households
PERU
Communication and commitment to deliver from the
highest levels of government in March 2020

23. 23
PERU
Use of website to confirm eligibility and provide collection details
Step 1: Check eligibility using
ID number
Step 2: Receive info about date,
time and place for collection
date
time
place

24. 24
PERU
Use of multiple channels:
TV, Radio and social media
Reaching all Peruvians:
Messages are communicated in both
Spanish and Quechua

25. Gender approach
25
• Transfers are for family welfare
needs; women are responsible
for fulfilling these needs
• Between 18 – 60 years old
• Flexibility offered to appoint a
male member of the family
instead
•
• IDs essential for beneficiary
verification
PERU
Transfers are made to the oldest woman under 60 in the
household
99.5%
adults have ID

26. 26
PERU
Payment 1
Improving design with each payment
Payment 2
Direct to Banco de la Nacion account for
700,000 banked beneficiaries
Unbanked beneficiaries cash out at 4
private banks
Added option for OTC pin generation by
Tunki wallet by Interbank for cash-out at
ATMs
BancoCellular app can be used on both
feature and smartphones

27. 27
PERU
Beneficiaries can submit queries or complaints to MIDIS
through a free hotline number or email

28. GHANA

29. 29
GHANA
Digital transaction
fee waivers
Higher limits
minimum KYC
accounts
GhIPSS waives all
platform fees
Government promotes the use of digital payments through 4 key
measures:
English, Akan
GA, Ewe, Dagbani
Open e-wallets with
mobile number
remotely
Communicated in the 5 main local
languages via radio and other popular
channels

30. 30
GHANA
e-zwich for G2P payments for farmers in the village of Adukram
Source: KFW
e-zwich card ensures all Ghanaians have access to digital payments
• Requires minimal KYC and biometrically
authenticated
• Both online and offline for CICO – serving last
mile customers
• Accepted at any bank and agent regardless of
issuing bank
• Sends transfers through GhIPSS and partner
banks
• Transfer amount loaded on e-zwich card
• Beneficiaries can
• Cash-out through biometric POS or ATM
• Transfer a part into a savings account
• Transfer a part into their registered
mobile walletsLEAP is expediting enrollment during COVID-19

31. 31
GHANA
Ghana’s financial inclusion triangle
bank
interoperability
at and between
all 3 levels

32. 32
GHANA
Keep funds digital by increasing e-money acceptance
Ghana Interoperable
QR Code solution (GhQR)
Proxy Pay
• Uses GhIPSS Instant Pay service
• Users with bank accounts can register their
mobile number at sign-up
• Users receive payments in their bank
accounts using mobile number as identifier
Launched 25 March 2020

33. 33
GHANA
~60% jump in mobile payment numbers in last two months
0
20
40
60
80
100
120
140
160
180
200
0
0.5
1
1.5
2
2.5
Jan-20 Feb-20 Mar-20 Apr-20
GhIPSS- Mobile Money PlatformTransactions
Volume Value
GH Cedi
(million)
Number
(million)

34. 34
Responsible Digital
Payments
during COVID-19

35. 35
• Get Started & keep iterating
Responsible digitization of transfers can be addressed
progressively.
• Keep clients/ recipient focus in payment design
A responsible approach to solving issues has the potential to
build trust and sustain digital payments adoption
• Build on existing infrastructure for responsible and
long-term digital payments
The need to accelerate the digital financial services ecosystem is
greater than ever before, to build for the recovery!
Responsible practices in COVID-19 response

36. 36Discussion
DR. RUTH
GOODWIN-GROEN
(Moderator)
Managing Director
BetterThan Cash Alliance
AMR ALMUSA
Head, Financial Inclusion Division
Central Bank ofJordan
CÉSAR CALMET
DELGADO
Director, Policies & Strategies
Ministry of Development and Social
Inclusion, Peru
ARCHIE HESSE
Chief Executive Officer
Ghana Interbank Payment and
Settlement Systems

37. @Betterthan_cash
Betterthancashalliance
Better–than–cash–alliance
www.BetterThanCash.org