Publications

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Publications -
September 2019

Did you see my tweet? Monitoring financial consumer protection via social media

In Kenya, the “#KOT” or “Kenyans on Twitter” community has become an important channel for public discourse on a wide range of topics. This includes financial services. The ability for consumers to directly, instantly, and publicly praise or chastise the service of a firm has led to increased accountability and new ways to remotely resolve customer issues swiftly.

Publications
April 2007

Kenya’s payment market: Identifying an enabling environment for Government to Person transfers through the banking sector

This report describes the supply of financial services from the retail banking market in Kenya and identifies opportunities for using current and alternative payments infrastructure to support social protection payment (SPP) transfers.

Publications
January 2010

Regulation and supervision of bank channels: Policy options for Kenya

The purpose of the report is to provide a high level assessment of the current reality in Kenya in regards to the penetration, costs and effectiveness of banking delivery channels, specifically bank branches and agents, against the perspective of practice in other relevant jurisdictions. This is done in order to frame the key choices and […]