Cashless India: Seeing the Vision for Financial Inclusion Come True – Part 3 (Article published on Let's Talk Payments)

Role of infrastructure in Financial Inclusion & addressing barriers to adoption of mobile payments  

This is part three of a series covering disruptive banking, regulatory, technology-led and payments initiatives being taken by the government, regulatory, enterprises and private firms to achieve financial inclusion and a cashless (or a less-cash India) vision. In previous posts, we have covered

• Part 1 - The India Stack and UPI enabled technology platform built on top of the "JAM" trio of Jan Dhan bank account, Aadhaar and Mobile.
• Part 2 - Banking initiatives aimed at increased customer reach via new payment banks and an improved business correspondent network. And the role of mobile payments as an enabler of financial inclusion
• In this post, let’s take a look at the mobile payments landscape in India which is seeing a lot of action but also adoption barriers that have limited its growth. We will then continue to understand the role of the infrastructure now emerging in India in overcoming the adoption barriers, and how these will position India favourably to achieve financial inclusion.

An observation recently at a bus stop highlighted the crucial importance of a country’s infrastructure. I was at the bus-stop in Singapore a few days ago. When my bus arrived, the bus driver (there are no bus conductors here) stepped down from the exit door, and pulled out a fold-down ramp that rested just rightly so on the footpath. He then gently pushed a wheel-chaired person, who was commuting solo, out onto the footpath from where that person proceeded on his way. He then wheeled in another solo wheel-chaired commuter, folded in the ramp, and only after he made sure the commuter was comfortable, did he proceed to take the driver's seat and open the entrance door for us.

Later, he helped the second wheelchaired commuter alight at the same bus-stop as mine. As I watched him maneuver himself easily over the seamless sections over footpaths and road, it brought to mind how possible this whole activity had been for both those wheelchaired commuters - who could travel independently, and travel much cheaper (on the public bus). But for that to be possible, a whole lot of “plumbing” - a combination of infrastructure and training - has been put in place that enables disabled commuters to use public transport. The driver knew exactly what protocol to follow for wheelchaired commuters. All buses would be equipped with the fold-down ramps. And all footpaths across Singapore would be aligned to allow for leveled and gap-free boarding and alighting. And of course, to ensure no obstruction for wheelchairs, footpaths would be free from hawkers etc.

The reason I recount this incidence is because when we look at financial inclusion, it is not much different from inclusion in transport such as is actively encouraged in countries such as Singapore. The entire objective of inclusion in transport is to ensure persons with disabilities - wheelchaired, hearing or visually impaired etc. - all have access to transportation on an equal basis with others.

The infrastructure needs to be put in place keeping in mind, not only the abled population for whom the obstacles and barriers are not even noticeable, but to ensure that the disabled can commute as effortlessly as they can.

So while an elevator at a train station may be a luxury for an otherwise abled person, it is a necessity for a disabled person to be able to commute.

Similarly, a robust plumbing - infrastructure and training - is crucial to address not only the already financially included, but more crucially, address the financially excluded sections of population. These constitute large chunks of the population at the bottom of the pyramid - Who besides not using credit or debit cards or electronic transfers for making payments, even more importantly, cannot avail of fair, cheaper or transparent financing and payment services. Whose salaries or daily wages do not come into their accounts in a timely or seamless manner. Who suffer from money pilferage and exploitation due to which the intended money does not reach the intended beneficiaries.

Mobile payments in India - crowded landscape, limited growth

We saw in the previous post, the integral role of mobile-based payments in bringing the financially excluded into the formal financial and banking fold. Demonetization has put the limelight on and may have catalyzed digital and mobile based payments. However in India, only 5% of personal consumption expenditure currently happens digitally.

In order for digital payments to reach critical mass and for financial inclusion to reach the bottom of the pyramid, it is important to address disparate consumer segments, each of which is characterized by different pain points and adoption barriers. As well as address pain points on the digital payment providers that service the industry.

There are some significant barriers to adoption of mobile payments.

Digital Payments Providers: Variety of solutions with lack of interoperability

The mobile payments landscape in India is already crowded. However, despite the large number and variety of solutions introduced by multiple providers, adoption has remained low. This is both a positive and a limiting factor for the growth. Let’s see why.

Take a look at the range of mobile payment solutions in India launched by various players:

• Banks: E.g. SBI Buddy, ICICI Pockets, HDFC PayZapp, AXIS Lime, IDFC Bank Ziggit etc.
• Mobile carriers (aka Telcos): e.g. Airtel Money, Vodafone M-Pesa, Reliance Jio Money, Tata Teleservices TruPay, etc.
• Pre payment Instrument (PPI) providers: These include Mobile wallets which get funded by credit / debit card or through net banking, e.g. Paytm, Mobikwik, mRupee, FTCash, Citrus Pay; Pre-Paid Card solutions e.g. Oxigen, Itzcash, Suvidhaa; Retailer-led solutions such as Flipkart PhonePe or Snapdeal’s FreeCharge, or Transport company-led solutions such as Ola Money.
• Credit card companies: e.g. Visa payWave, Citibank and Mastercard’s Citi MasterPass
• Regulators: interestingly, we have recently also seen solutions launched by regulatory bodies such as the Reserve Bank through its National Payments Corporation of India (NPCI) with Bharat Interface for Money (BHIM) . And the Unique Identification Authority of India (UIDAI) with Aadhaar Pay to enable users who do not have mobile phones to pay merchants using their Aadhaar card and bank account.

The multitude of solutions available in the market have had many users confused with which solution to use and for what purpose. With each solution having its separate closed user group or “island”, tagged to a different platform, users cannot use one single solution for a multitude of payment purposes. Therefore the need is for an infrastructure that provides an underlying “plumbing” or interoperability whereby islands start getting connected to each other. That will enable a user on one solution’s platform to transact as seamlessly as possible with a user on another platform. And the funding the payment transaction takes place seamlessly from their chosen bank account in any bank, and can be transferred to the beneficiary into an account in any bank.

Despite its benefits to users, the plumbing for interoperability rarely happens on its own - the absence of a regulatory framework, competition between various stakeholders and the lack of consensus on commercials and technical models all pose to be challenges in laying out the necessary plumbing. Therefore, it is notable that NPCI and India Stack have developed the Unified Payment Interface (UPI) platform as an interoperable infrastructure that allows for solutions from multiple providers to be built using the platform’s Application Programming Interface (API) stack. This will allow enterprises, entrepreneurs and government to build their solutions to publish and subscribe to each other’s API - similar to a “handshake” between two systems, to establish communication and interfacing with each other.

The lack of interoperability in mobile payments is a challenge which many other countries are seeking to resolve, including countries such as Kenya which has seen the world’s most successful adoption of mobile payments, but has seen much lesser progress in financial inclusion (we shall cover this in further detail in the next post).

Digital Payments Consumers: Low user engagement

Users of mobile payments constitute all entities who make or receive payments via the mobile phone - Individual persons, merchants, governments, business enterprises are all mobile payment users either as payers or payees depending on which end of the payment transaction the are at.

Each payment scenario represents unique customer segments, and mobile payments have seen low adoption because

1. Users have been inherently slow to change their payment habits. Users either find that existing modes such as cards or cash are already convenient and / or do not perceive the added benefits of using mobile payments as strong enough to consider changing payment habits.
2. Concern over security is another reason for low adoption.
3. Not all users are equipped with smartphones - which has highlighted the gap for digital solutions that work with feature (non smart) phones, and also for solutions that can work for users with no mobile phones at all.

In order for India to go truly digital, mobile and digital needs to be part of users’ routine payment transactions.

For this, mobile payment players need to particularly note that while they will be competing with each other in this space, their biggest competition is from cash or cards. Therefore mobile payment solutions need to be as frictionless as possible in terms of security, convenience, ease of use and cost of transacting.

As we covered previously, bridging the “last mile” in financial inclusion is no mean feat as despite more than five decades of work done, between 40%–50% of Indian households today still do not have a bank account or have little or no access to financial services. Hence, that “last mile” is actually a massive distance we need to cover if the entire country including the bottom of the pyramid needs to reap the benefits of financial inclusion. This has necessitated exploring further disruptive approaches to banking.

In the next post, let’s look at what are the digital payment scenarios now possible, and how the new infrastructural plumbing can bring in stronger adoption of mobile payments, and position India strongly to achieve low-cost, ‘last mile’ delivery channels for financial inclusion.

This article was also published on Let's Talk Payments

Why The Potted Plant Parenting Way For Raising Teenagers Can Work Wonders (also published on Womens Web)

While our children grow up into teenagers nowadays, let’s understand the shift taking place in them and in their way of needing us.

Over the past few months, as I’ve spent more time at home, I’ve wondered why my teenage children sometimes point out that they missed me on the few occasions when I’ve been out. While it’s nice to know I’ve been missed, I thought it was rather strange because when I am around at home, they seem to be content doing their own things. And hours can go by when we haven’t talked to each other.
All of us parents and especially those of us with corporate or professional lives, struggle to spend more time with the family and children and make the most of ‘quality over quantity’.

I came across this wonderful article on New York Times talking about teenagers nowadays and the role of ‘potted plant parents’ in their lives. I loved this term and the article resonated with me as I think it makes sense for many of us, who as parents of adolescents, need to understand the shift taking place in our children. And understand the shift taking place in the way that our children relate to us and need us.

As our two teenagers have been growing up, we have been seeing the change taking place at our home. Dinner time together continues to be important. But often catching up over dinner or those “so, how was your day” conversations work only to an extent. That does not mean that our children do not want to talk about their day. Maybe they do not want to talk about it just then.

Also not all the activities that we used to do together when they were younger find common ground now in terms of timings or interests. In other words, as many of us parents of adolescents would know, they now need to be ‘convinced’ about joining us for activities. Activities that they would have all too readily jumped at or insisted on joining when they were younger.

This shift taking place in their behaviour is coming from the changes taking place in them as they grow and develop their independent views, interests and choices. This needs to translate into us understanding that shift in our teenagers, and respect that they can need us and connect with us differently during these years.

I have been experiencing that even if I’m just being around my children or taking the ‘form of blending into the background like a potted plant’, that time does matter to them. It may seem like we are not pursuing any common activity, nor are we having any conversation. But then sometimes they suddenly open up and talk. They share their viewpoint on something. Or show a song or video they like. Or seek advice on something that’s been troubling them.

As the NYT article rightly states this is as relevant for full-time working or travelling (‘fly-in, fly-out’) parents – both fathers and mothers – as they can stay connected with their teenagers nowadays “by regularly checking in by social media, texts and FaceTime — letting their kids know that even though they were away, they were still watching.”

So fellow parents of teenagers, let’s not fret if our children are doing their own thing. Let’s understand that they still need us in their teenage years, just that they need us differently.

Let’s embrace our potted plant parenting and enjoy these years together with them!

This article was also published on Womens Web