Client-Focused Technology Usage in Microfinance Institutions: Report on March 2006 Survey

As part of the Accelerated Microenterprise Advancement Project (AMAP) Financial Services Knowledge Generation Task Order, DAI and ACCION International conducted research on the penetration and impact of client-focused information and communications technologies (ICTs) on microfinance institutions (MFIs). The study focused on four of the most common client-focused technologies, including personal digital assistants, point-of-sale/smart cards, automated teller machines, and mobile phones. The research included three components: a census/desk study of the current literature about ICT innovations in microfinance; a survey to measure penetration and impact of specific ICTs; and a case study of one or more of the technologies within the scope of the project.

This report focuses on the survey. The survey measured the participating institutions’ expectations, perceptions, and experiences with client-focused technologies, as reported by the MFIs. The survey was conducted in February and March 2006 and received 54 responses. See Appendix A for further information on the design and implementation of the survey.