For Zambia’s digital financial services (DFS) industry, 2018 saw growth in the number of active DFS account users, growth in the number of agents nationwide and growth in the number of products available to customers. These indicators of growth in the industry are findings in the Annual Provider Survey (APS), which UNCDF has conducted for over three years, and which UNCDF and Bank of Zambia compiled into the State of the Zambia DFS Industry 2018 Report.
The report revealed that 85% of DFS providers operated in Zambia continuously increased investment in their technical and organisational capacity, and providers dedicated more than 72% of their DFS staff to agent network management, further illustrating how meaningful these services are to providers.