pi STRATEGY CONSULTING

pi STRATEGY CONSULTING

EGPP Mobile based PilotJan-Mar Session, 2014

Evaluation Report

April 2014

2pi STRATEGY CONSULTING

Overview


Introduction A mobile-based pilot was carried out from January to

March session of EGPP in two sub-districts: TRISHAL and KHANSAMA.

This presentation highlights the findings from an evaluation of the pilot program conducted by pi Strategy Consulting.

This evaluation is primarily based on information collected through face-to-face interviews, first hand focused observations and data provided by various stakeholders. They are:– EGPP central team – World Bank local office– Beneficiaries in two sub-districts– SARDARs in two sub-districts– PIOs of two sub-districts– Field Supervisors of two sub-districts– BCCP field trainers– bKash agents in two sub-districts


Introduction (contd.) This evaluation covers the entire geography of

the pilot program. However, due to time and budget constraints, statistically significant sampling of the beneficiaries could not be possible. Instead, purposive sampling method was applied to identify beneficiaries at the initial stages and then, respondents were chosen randomly from the list.

In the case of bKash agents, only those who performed cash-out transactions for EGPP beneficiaries were interviewed.


Methodology The preliminary questionnaire was developed by pi Strategy

Consulting. This was then validated through feedback from local World Bank team.

The updated questionnaire was subsequently tested in the field (Q-Test), and another round of edits were incorporated to arrive at the Final Questionnaire (see Appendix) for the evaluation.

The field evaluation primarily comprises three tools:1. One-to-one interview 2. FGD (Focus Group Discussion) and3. Focused Observation

As part of focused observation, pi Strategy team observed attendance and payment process in real time and identified major challenges.

KHANSAMAOne-to-one Interview FGD

Beneficiary 4 1 (6 participants)SARDAR 1PIO 1

BCCP Field Trainer

1

bKash Agent

1

TRISHALOne-to-one Interview FGD

Beneficiary 52 (10 participants

each)SARDAR 1FS 1BCCP Field Trainer

1

bKash Agent

1

Collective Sample Size: 43


Findings & Analysis


Attendance rate dropped significantly after introducing mobile based attendance system.

On average, 54% was present in mobile based attendance report.

Attendance not reflected

Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8

99% 98%

33% 33%

47%

66%72% 74%

n= 6,907 for each week

Mobile based Attendance

Paper based Attendance

Average: 54%


Attendance rate in TRISHAL was significantly less than in KHANSAMA. It improved overtime, however more than 25% did not get attendance even in the last week.

Good to note that, beneficiary number in TRISHAL was 6.5 times than KHANSAMA.

Apparently TRISHAL was in bad shape

Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8

99% 98%

82% 86% 86% 90% 90% 91%99% 98%

26% 27%

41%

63%69% 71%

KHANSAMA (n=911)

Paper based Attendance

Mobile based Attendance

TRISHAL (n=5,996)


5 out of 10 did not get payment Since payment was made based on mobile-based

attendance report, on average 46% of beneficiary did not receive full or partial payment.

Around BDT 2 Cr (1/3 of total wage payment) was not disbursed.

Week 3 Week 4 Week 5 Week 6 Week 7 Week 8

67% 67%

53%

34%28% 26%

n= 6,907 for each week% not paid

Average: 46%


What went wrong? A number of things:

1. Beneficiaries did not receive mobile phones

2. Beneficiaries lost mobile phones and/or SIMs

3. Beneficiary SIMs got blocked4. Beneficiary bKash accounts got blocked5. Beneficiaries did not receive attendance

code6. SARDARS could not send beneficiary’s

code7. Others


Some phones were NOT distributed to end-beneficiaries

Phones were distributed but not to beneficiaries. SARDARS were found to carry a bundle of handsets in personal bag.

Bundle of phones (approximately 15 of

them )


86 phones were not distributed at all Total number of listed beneficiaries in TRISHAL

was 6,082. However, the attendance report was generated assuming the total number is 5,996.

According to the FS of TRISHAL, 86 mobile phones were not distributed during the pilot.

Hence, they did not appear in any attendance and payment report.


Some beneficiaries were absent In TRISHAL, 27 beneficiaries did not

get phones because they were not present when distribution team distributed phones.

The reasons beneficiaries said are: 1. They were present at the scheduled

time of distribution and kept waiting for hours but distribution team did not appear.

2. Distribution team appeared late and, in some cases, by more than 4 to 5 hours. Beneficiaries claimed though they were initially present but later because of the delay they went away to some other business and eventually missed the delivery.

3. Distribution team distributed at some other time that beneficiaries were not aware of.

4. Distribution team distributed without prior announcement.

Hamida Khatun of Shakhua Union did not get phone because of not being present in the distribution time. She claimed that she was initially present in the distribution day but because of the delay she went away and missed the session.

Example from Field: 1

Md. Shariful Alam of Harirampur Union missed the mobile because of not being present in the distribution session.



Phones were distributed to wrong persons In TRISHAL, 27 cases were found where

phones were not given to the persons listed against the number . Eventually they did not get their phones.

Majority of them were present on the distribution day but distribution team failed to deliver the phones because of shortage of their distribution forms. Finally, on the third distribution day, beneficiaries found there were thumb prints against their names and some other persons had already received their phones.

Possible reasons are: 1. Human error by distribution team

while giving entries.2. Phones were distributed without

proper identification.

Billal Hossain did not receive his phone (01792603313) because it was given to some other beneficiary named Rahela in Rampur Union.


Motalib of Harirampur Union was present on the second distribution day. However did not get phone because distribution team ran out of distribution forms. On the third day, he found someone else had already taken the phone by giving thumb print.



Beneficiaries lost phone and/or SIM 50 beneficiaries (40 in

TRISHAL, 10 in KHANSAMA) lost their phones and/or SIMs.

Possible reasons are:– Majority of them lost phones

and/or SIMs while working in the field.

– Few said they lost the same while recharging it at a shop or at their neighbor’s house.

Hazera Begum of Govindapur Union, Khanshama lost her handset while she was working in the worksite


Handset of Shamim, Kanihari Union, Trishal was stolen while he was recharging it at a local shop.



Beneficiaries’ SIMs got blocked 84 beneficiaries (72 in

TRISHAL, 12 in KHANSAMA) reported their SIMs got blocked.

Possible reasons are:– Inappropriate handling by

beneficiaries.– Few claimed that their SIMs

were blocked from the beginning.

Jiten of Khamarpara Union, Khanshama blocked his SIM for inappropriate handling.


Selina of Balipara Union, Trishal claimed that her mobile is blocked from the begining



Beneficiaries’ SIMs got blocked (contd.) Beneficiaries can not reactivate their SIMs in local GP customer

care centers because no documents were found in GP database against those numbers.


Beneficiaries’ SIMs got blocked (contd.) Possible reasons are:

– KYC requirements have not been properly followed.

– KYC information has not yet been recorded in GP server.

– Beneficiaries were found to have different SIM number than what is listed against her name in the distribution list. In such cases, even after the recording of KYC into the GP database beneficiaries won’t be able to verify herself because her information (Name, NID) won’t match with server.


Beneficiaries’ bKash accounts got blocked 147 beneficiaries (143 in

TRISHAL, 4 in KHANSAMA) reported they cannot withdraw their payment because their bKash accounts got blocked.

Possible reasons are:– Inappropriate handling by

beneficiaries.– Few claimed that their accounts

were blocked from the beginning.

Ripon of Mokshyapur Union, Trishal claimed that his cash-out feature has been blocked from the very beginning.


Nazrul Islam from Trishal Union, Trishal claimed that his Cash-out feature is stopped due to inappropriate handling of bKash account.



Beneficiaries’ bKash accounts got blocked (contd.)

In trishal, some beneficiaries were found to have their bKash account reactivated with the help of BCCP field trainers from nearby bKash customer care center.

However, in many cases, given that some beneficiaries have SIM numbers that are different from what was recorded in the list, they are not being able to verify themselves by their Names or NID. Md. Jahidul Islam, Khansama called bKash helpline multiple times to reactive his account. But failed to verify himself because his NID did not match with what was recorded in the server.

Abul Hossain from Trishal Upazilla He was trying to reactivate his account from bKash customer Care Center but failed because his ID and other information did not match with bKash database



Beneficiaries did not receive attendance code

On every working day, 1 out of 10 beneficiaries did not receive attendance code.

In some places - GOALDIHI, VABKI of KHANSAMA, this number is even higher, around 20%.

No particular pattern could be deduced (beneficiary wise, geography wise etc.) for these incidents.

Possible reason might lie in the server end.

Roshida (01792606048) from Khansama did not receive SMS on 24 and 26 February. However, she received code on every other day in 4th and 5th week.


Habibor Rahman (01794006972) form Goaldihi, Khansama did not receive SMS for five consecutive days in 4th and 5th week.



SARDARS could not send beneficiary’s code

On every working day, the attendance code of 1 out of 10 beneficiaries could not be sent in KHANSAMA.

However, this number is less (around 5%) in Trishal.

Possible reasons:– SARDAR’s ignorance.– Inadequate training of

SARDARS.– Network failure. – Code was actually sent but

confirmation did not appear.

SARDAR from a worksite of 222 beneficiaries in BALIPARA union could not send attendance code for 5 weeks(3rd to 7th week). He was entering all attendance codes into his Password log-in and thought attendance was given. BCCP field trainer appointed for helping SARDARS was not aware of this incident.



SARDARS could not send beneficiary’s code (contd.)

Attendance app. has only one screen for confirming not successful entries.

For multiple entry, wrong entry and, even sometime, for right entry the same screen appears.

As a result, SARDARS can not keep track of his faults – whether he has entered the same code again or entered a wrong code.



SARDAR writes down all codes of his beneficiaries on a piece of paper before entering them into the attendance app.

During the process he often makes mistake.

Codes do not have any fixed length. This increases the probability of making mistakes.



The texts on the screen of the mobile phones can hardly be read under the sun because the visual quality of beneficiaries and SARDARs’ phone is quite low.

This increases the probability of making mistakes.



Attendance has been verified by matching only one single factor – Attendance Code. The code can be sent from any mobile phone.

So it is possible that by mistake one sardar has sent the code of some other beneficiary. And later, when the sardar of that beneficiary tried to enter the right code got the unsuccessful/error message because the code has already been entered.

Beneficiary: A

Beneficiary: B

SARDAR: A

SARDAR: B

Received code:34112

Received code:34772

Entered 34772

Received confirmation

Entered 34772

Wrong Entry!!

Later


Received Payment without sending attendance code

Some beneficiaries received their payment even though SARDARs failed to send their attendance code.

Possible reasons:– Code was actually sent but

confirmation did not appear at SARDAR’s phone.

– Error at the server end.

SAHERA from BALIPARA Union, TRISHAL received her 10 working days payment from 8.2.2014 to 19.2.2014. Even though her SARDAR said he could not send her codes



PIN becomes ‘SIN’ In both locations, PIN of all mobile banking

accounts was set to some fixed number. And because this number is known to everybody

involved in the EGPP field team, the two factor authentication was not possible.

In effect, the PIN becomes SIN (Shared Identification Number)


Mobiles have unnecessary features Mobile handsets given to the

beneficiaries have some unnecessary features like dual-SIM slots, memory card slot.

Because of the memory card slot, beneficiary mobiles were used heavily for other purposes as well: listening songs, watching videos etc.

Using these functions increase the possibility of phone block and other issues.


Beneficiaries were not provided with KYC forms

Most of the beneficiaries were not provided with any KYC receipt for either SIM or bKash account.

These documents would help them verify in cases of theft or any other KYC issues.


Beneficiaries got phone after training

Beneficiaries did not have mobile phones when they were given the training.

Phones were distributed later. The impact of the training would be stronger if the beneficiaries would have mobile phones with them while attending the training sessions.


SARDAR training Internet connection was not enabled

during Sardars’ training.

First hand demonstration was not possible.


Carrying the phone Beneficiaries find it

difficult to carry the phone while working. Most of them have bought separate bag or chain to safe keep the phone.

This costs them around BDT 20 to 50.


Phone exchange Since all beneficiary phones look

similar, phones could be easily exchanged among them.


Fee not paid On payment day of 21 March, the

withdrawal fee was not added with the payment.

Beneficiaries had to bear the charges for cash out.


Distant unions in TRISHAL have low attendance rate

Unions having attendance rate lower than the average located at more distance from Upazilla Office.

Amirbari

Balipa

ra Boil

or

Dhanik

hola

Hariram

pur

Kanih

ari

Kanth

al

Mokkh

opur

Mothba

ri

Rampu

r

Sakh

ua

Trisha

l

50%

36%

62%66%

39%

49% 48%

57%

41% 41%

28%

74%Lowere attendance rate

Higher Attendance

10

7.5

Average distance (in Km) from Trishal Upazilla Office

Average: 50%


Cost and time Saving

New System Old System0

20406080

100120140160180

17

160

Average Time required to col-lect the payment (minutes)

Average Time required to collect the payment (min)


1015202530354045

2.5

40

Average Cost required to col-lect the payment (BDT)

Average Cost required to collect the payment (BDT)

Beneficiary can save around 2.5 hours and BDT 40 for collecting EGPP payments.


Challenges and High-level Recommendations

1. Training was perceived helpful by the beneficiary but not practically sufficient

Recommendations1. More rigorous training sessions for both the beneficiaries and sardars.

2. Multiple training sessions for beneficiaries3. Handsets should be given to the beneficiaries

and sardars before the start of the training sessions.

4. Internet connection of the sardar’s mobile should be activated before the start of the training sessions

Challenges

2. Proper collection and maintenance process of the KYC documents

1. Beneficiary KYC documents should be collected diligently

2. Need proper co-ordination between the KYC document collecting body and the telecommunication partner so that lost/blocked/damaged SIM could be recovered easily

3. Proper delivery process of the mobile handset

4. Failure of SMS sending and receiving 1. Better network availability in the project area

1. Before delivering the handset photograph of the receiving person could be taken for accountability purposes

2. Delay in the delivery session should be avoided


Challenges and High-level Recommendations

5. Currently, for all types of unsuccessful entry bKash menu shows the same screen and this is why sardars get confused

Recommendations

1. Separate message for wrong entry and multiple entry

Challenges

6. Visibility problem of the mobile handsets

1. Mobile handset with higher-contrast screens could be provided7. PIN is not at all secret.

Beneficiary does not safe-keep their PIN secretly and makes the payment system 1-factor authentication only8. Currently there are no well functioning grievance mitigation system

1. One stop customer service center could be established where the beneficiaries will get the required information

1. Provide sufficient training to the beneficiaries, so that they understand the proper usage of the PIN


APPENDICES1. Questionnaire (for beneficiaries and

Sardars)2. Lines of Inquiry (for PIO, FS, trainers,

agents)3. Responses to Capstone questions4. Responses to all other questions not

already shared within the Findings & Analysis section

5. Findings from PIO6. Findings from FS7. Findings from Sardars8. Findings from trainers9. Findings from bKash agents


Questionnaire- BeneficiariesSECTION-I: CAPSTONE DATA 1. Name2. Beneficiary ID (from Job Card) a) Note if she does not have Job Card (Y/N)3. Age 4. Gender 5. Profession 6. Income (BDT) per month (outside of EGPP) Personal: HH:7. Expense (BDT) per month Personal: HH:8. Savings (BDT) per month Personal: HH:9. Medium of Savings (Informal, MFI, Bank etc.) Personal: HH:10. Land Ownership (in decimals)11. Bank Account (Y/N) a)if ‘Y’, Name of the Bank(s)12. Do you have National ID card? (Y/N)13. Mobile Phone Ownership (Y/N) (outside of EGPP),If ‘Y’, then

a. Handset Modelb. Price of the Handsetc. Years of Usaged. Can you tell us your phone number

from memory? (Y/N)e. Phone Numberf. MNO providerg. Can you dial a number from your

handset? (Y/N)h. Can you read an SMS? (Y/N)i. Can you send an SMS from your

handset? (Y/N)14. Number of Handsets in HH15. Frequency of Airtime Purchase per month Personal: HH:16. Amount (BDT) of Airtime Purchase per month Personal: HH:

SECTION-II: GENERAL SECTION17. Can you tell us your EGPP phone number from memory? (Y/N)18. EGPP Mobile Phone Number:If reply to Q13 is ‘N’, then ask Q19 to Q21: 19. Can you dial a number from your handset? (Y/N)20. Can you read an SMS? (Y/N)21. Can you send an SMS from your handset? (Y/N)22. From whom did you collect the EGPP handset?23. How long did it take (waiting in queue) to collect the handset?24. Did you need to pay anyone to get the handset? (Y/N). If yes,

a. How much?b. To Whom?

25. What documents (KYC form, Photocopy of National ID, Picture etc.) did you need to submit to get the EGPP handset?26. How much did it cost you in travelling (both way) and preparing the necessary documents to get the EGPP handset?27. Did you participate in any training session? (Y/N). If Yes, a) What was the length of the training session?b) How many participants were there in one session?c) How many instructors were there in one session?d) What did you learn in the training session?e) Was the training session helpful for you?28. Where do you recharge your handset?

a) Do you need to pay for recharging? (Y/N) b) If Yes, how much does it cost per recharge?


Questionnaire- Beneficiaries (contd.)29. Have you ever lost your Handset? (Y/N) if Yes, then

a. How did you lose it?b. What did you do as next steps to recover

it?30. Do you know or have you heard of anyone who lost her EGPP handset? (Y/N)

a) Where do you recharge your handset? b) How did they lose the handset?c) What did they do as next steps to recover the phone?

SECTION-III: ATTENDANCE RELATED31. When do you typically receive the EGPP Attendance SMS?32. Did you receive such SMS EVERYDAY? (Y/N)a) If No, Number of days you did not receive SMS33. Can you read the EGPP attendance SMS? (Y/N)34. How long does it take (including waiting time) to confirm attendance in the new system?35. How long did it take (including waiting time) to confirm attendance in the old system?36. Which one do you prefer? (Old/ New)37. Why do you prefer this?38. How many times have you sent replacement people in the current session? (Note the total number of working days in the current session)39. How many times did you send replacement people in the previous session?40. Where do you keep your handset while working in the field?41. Do you find it cumbersome to carry the phone with you during the work sessions? (Y/N)

SECTION-IV: PAYMENT RELATED42. How do you know that your payment has arrived?43. Do you know the current balance of your bKash account? (Y?N)

If Yes,a) How do you know the balance?b) Note if she can check balance by herself (Y/N)44. Do you know your mobile banking PIN? (Y/N)45. From whom did you collect your PIN?46. How do you verify (step by step activities) with this PIN while withdrawing cash from a bKash agent?47. Have you ever lost/ forgot your PIN? (Y/N) if ‘Y’, then

a. How did you retrieve it?48. How many times have you withdrawn wages during this session?49. What amounts (Multiple) did you withdraw each time? 50. Was there any problem with liquidity at bKash agent points? (Y/N). If Yes, a) Number of such occurrencesb) What did you do in such occasions?51. Did you need to pay bKash agent to withdraw cash? (Y/N)a) If yes, how much did you pay per transaction?52. How long does it take to wait in queue for collecting cash in the new system?53. How long did it take to wait in queue for collecting cash in the old system?54. How much does it cost you in travelling (both way) to collect cash in the new system? 55. How much did it cost you in travelling (both way) to collect cash in the old system?56. Which one do you prefer? (Old/ New)57. Why do you prefer this?


Questionnaire- Beneficiaries (contd.)SECTION-V: REMARKS58. What challenges (if any) have you faced so far in the mobile-based attendance and payment system?59. What problems (if any) have you noticed with others around you in the program?60. What will be your suggestion (if any) for the improvement of the attendance verification and payment processes?61. Have you used your bKash account for any financial transaction other than receiving and withdrawing EGPP wages? (Y?N) if Yes, then

a. For how many times?b. Average amount (BDT) of transaction:


Questionnaire- SardarsName: Age: Gender: M/FEducation: Income: HH Size: HH Income: Profession of HH Head: Land ownership

(decimal): Other Govt. Grant (Specify):

Mobile: EGPP Mobile:

CAPSTONE DATA

QUESTIONS FOR SARDAR1. Describe a day of your EGPP attendance.2. How many workers were under your

supervision?3. Did the mobile-based system allow for better

monitoring?a) Yesb) No

4. Did you receive any training on how to use the mobile app?

a) Yesb) No

5. What is your satisfactory level on the training program?

a) It was really helpfulb) It was goodc) Indifferentd) It could be bettere) It was not worthy

6. On average, how many attendance codes did you enter in your mobile app per day?

7. On average, how long did it take to complete all entries each day?

8. On average, how long did it take to record attendance for all workers under your supervision each day with the previous paper based system?

9. On average, how many mistakes did you make while entering attendance codes of beneficiaries during a single day?

10. Did you experience mobile network failure? 11. How frequent was this?12. What challenges (if any) have you faced so

far during EGPP pilot?13. What problems (if any) have you noticed

with others around you in the program?14. What will be your suggestion (if any) for the

improvement of the program?


Lines of Enquiries For FS/ PIO:

GENERAL INFORMATION1. Name2. Contact No.3. DesignationEGPP SPECIFIC4. What was your role in the pilot? 5. What challenges (if any) have you faced so far during

EGPP pilot?5. What problems (if any) have you noticed with others

around you in the program?5. What will be your suggestion (if any) for the improvement

of the program?


Lines of Enquiries (contd.) For Trainer:

GENERAL INFORMATION1. Name2. Contact No.3. DesignationEGPP SPECIFIC4. Describe a day of your training in EGPP. 5. Number of participants in a session:6. Duration per session:7. What challenges (if any) have you faced so far during

EGPP training?7. What problems (if any) have you noticed with others

around you in the program?7. What will be your suggestion (if any) for the improvement

of the training processes?


Lines of Enquiries (contd.) For bKash agent:GENERAL INFORMATION1. Name2. Contact No.3. Type of Business4. Duration of Business 5. Years of Experience as mobile banking agent6. Frequency of re-balance per week/ month (outside EGPP) (Cash in & Cash out)7. Average amount of re-balance (Cash in & Cash out)8. What is the process of re-balance (step by step activity)9. Number of Transaction Per day/week (Outside EGPP)10. Total amount of transaction Per day/week (Outside EGPP)11. Charge per transaction of BDT 1,000

EGPP SPECIFIC12. Describe a EGPP payment day (Friday)13. Maximum number of EGPP beneficiaries served in one day:14. Average amount (BDT) of cash-out by EGPP beneficiaries:15. Total amount (BDT) of cash you need to have upfront for EGPP payment:16. Do you see it as a challenge to have this amount of cash in advance?17. How many times did you run out of cash?18. What was your action in such occasions?19. What was the percentage of beneficiaries who can tell or enter their PIN by themselves?20. How did you handle with the rests who cannot tell or enter their PIN?21. How much do you charge per transaction to EGPP beneficiary?22. What challenges (if any) have you faced so far during EGPP wage disbursement?23. What problems (if any) have you noticed with others around you in the program?24. What will be your suggestion (if any) for the improvement of the payment processes?


Q-3: Age groups Most of the respondents are in a 31 to 40

years age group. Average age of the respondents is 41.85 Years

(σ =5.62)

σ = Standard Deviation

3%

60%

29%

9%

Age Group in Years (n=35)

≤30 31 to 40 41 to 50 51 to 60 >60


Q-4: 70% male, 30% female Male-female split of the beneficiaries is 70-30.

71%

29%

Male Female(n=35)


Q-5: Profession

26%

26%23%

6%14%

6%Profession (n=35)

Agriculture Day Laborer House MaidRickshaw Puller Van Driver Unemployed

Khansama (n=10) Tr ishal (n=25)

6

3

0

9

3

5

1 1

0

5

0

2

PROFESSION BY LOCATION

Agriculture Day Laborer House MaidRickshaw Puller Van Driver Unemployed


Q-6,7,8 & 9: Monthly Income, Expense & Savings (BDT)

Khansama (n=10)

Tr ishal (n=25)

Tota l (n=35)

5260 6400

590377

50

7880

7843

Monthly Income (BDT) Personal

• Monthly individual and household income is higher for the respondents of Trishal in comparison to the respondents of Khansama Khansam

a (n=10)Tr ishal (n=25)

Tota l (n=35)

3750 63

75

5769

6150 78

40

7357

Monthly Expense (BDT)Personal

86%6%

9%

14% have Informal Sav-ings (n=35)

Don't have SavingsKhansamaTrishal

Average household savings for the respondents of Khansama is BDT 1500.Average household savings for the respondents of Trishal is BDT 350.

• The household Income-Expense difference of Khansama and Trishal are BDT 1600 and BDT 523.


Q-10,11 &12: Land Ownership, Bank Account & NID

86%

9% 6%Land Ownership (n=35)

Don't have Land KhansamaTrishal

3 out of 10 respondents of Khansama own land.1 out of 10 respondents of Trishal owns land.

Average Land owned by the respondents is 1.37 decimals (σ =4.65)

None of the respondents have a bank account. All of the beneficiaries interviewed have a National

Identification Card.


Q 13: Mobile Phone Ownership (before EGPP)

None of the respondents, who owns a mobile phone, can recall their handset model.

50% of the respondents who own a mobile phone can recall their phone number and they are using Grameenphone connection.

11%

89%

Owns a mobile phone (n=35)

Yes No

Those respondents who own a mobile phone, are all from Khansama.

Average Phone Price is BDT 1,500

67%

33%

Mobile phone use

Dial Number Read SMS Send SMS


Q- 14-21 : Handsets in HH, Airtime & Mobile Use On an average the respondents

purchase airtime worth BDT 60 per month and the frequency is 4 times in a month.

89%

11%

Number of Handset in the HH (n=35)

1 Handset 2 Handset

6%

94%

Dial a Number (n=35)

Yes No

6%

94%

Read SMS (n=35)

Yes No

None of the respondents can send SMS.


Q-22-26: EGPP Mobile Collection All the respondents collected their

EGPP mobile phone from the Union Parishad.

None of the respondents paid any amount to get the mobile.

All of the respondents submitted passport size photograph and Photocopy of NID.

Khansama

Trishal Total

2.2

3.34

3.13

Average time required to col-lect the EGPP mobile phone

(hr)

Khansama Trishal02468

101214

2.2

12

Cost Component (Travel cost and Preparing other documents)

(BDT)


Q-27: Training All the respondents attended the

training session. Around 40 beneficiaries attended in

one training session. 2 trainers trained the beneficiaries

in each session. 15% respondents reported that the

training sessions were not helpful, however all of them are from Trishal

Khansama Trishal0

0.5

1

1.5

2

2.5

3

1.6

2.5

Average Training Length (hr)


Q-28-30: Recharge and Lost phone

Khansama Trishal02468

10121416

2

14

2.5

98

2

Place to recharge ben-eficiaries’ Mobile phone

Home Neighbors HouseShop

Only 2 respondents from Trishal reported that they pay BDT 2 for recharging their mobile phone at the local shop.

None of the respondents had lost their mobile phone.

However, almost all of the respondents reported that they heard about someone losing their phone.The beneficiaries did not have any clear perception about the procedure to get the phone back, as they have heard that even after reporting to the Upazilla office and visiting the Grameenphone center it was no help for the beneficiaries who had lost their phones.


Q-31-37: Attendance

91%

9%

Time of SMS received (n=35)

Morning Don’t Know

Only 2 respondents from Trishal reported that they did not receive sms for one day.

Only 1 respondent from Khansama can read the sms code for attendance.

All the respondents reported preferring the new system. However, it was unclear if this preference is because they received a mobile phone or the new mobile-based attendance process.

New system Old System00.5

11.5

22.5

33.5

1.6

3

Time required for at-tendance (min)

Time required for attendance (min)


Q- 38-41: Replacement and carrying Mobile phone

None of the respondents sent replacement workers in the new system.

However, 17% respondents reported that they have sent replacements in the old system.

46% respondents found it difficult to carry the mobile phone while work.

Pocket

Small BagFolded in Saree

0

10

20

Keep Mobile phone while work

Keep Mobile phone while work

46%54%

Cumbersome to carry the mobile during work? (n=35)

Yes No


Q-42-46: Payment & PIN

Coworkers

SMS receivedSardars

0

10

20

Confirmation about payment

Confirmation about payment

None of the beneficiaries were concerned about current balance of their mobile banking account.

None of the respondents changed their PIN. Therefore, all the beneficiaries have the same PIN knows by the bKash agent.

Almost 90% of the respondents received their PIN from the Union Parishad office.

The beneficiaries give their mobile phone to the bKash Agent, as the PIN is known to the agent, then the agent does the formalities to check the balance and withdraw money from the beneficiaries account.

It was difficult to assess if beneficiaries could remember their PIN, because most of the people were assigned the exact same PIN and the bKash agents knew the PIN.


Q-47-51: Payment Withdraw All of the respondents received

payment for 3 times up to the day of their interview.

None of the respondents faced liquidity problem at the bKash agent point.

None of the respondents had to pay any amount to withdraw their payment. Payment 1 Payment 2 Payment 30

500

1000

1500

2000

Average withdraw amount (n=35)

Average withdraw amount (n=35)


Q-52-55: Time and cost component


100120140160180

17

160

Average Time required to collect the payment (min)

Average Time required to collect the payment (min)New System Old System0

51015202530354045

2.5

40



In the new system the time required to collect the payment is significantly lower.

The cost incurred during the payment collection for the old system including travelling cost and others was 16 times higher than the new system.


Q-56,57: Preferences, Challenges and Suggestions

97% respondents prefer new system. However, only one respondent showed his frustration with the new system as he didn’t received full amount.

Beneficiaries are not getting their payment as they were supposed to be paid – this is one of the biggest challenges.

Respondents were positive about the new system but they are looking forward for a flawless system that will ensure their payment delivery seamlessly.

Easier and cheaper

Less time consuming

High agent availability

Empowerment 02040

Reason behind preferences


Findings from the SardarsName Chandan Jashim UddinAge 40 35Gender Male MaleEducation Class 5 BSC Income 6,000 7,000Household size 5 5Household Income 6,000 12,000Profession of Hosehold Head Agriculture Agriculture Land ownership (Decimal) 10 12Other Government Grant N/A N/AMobile EGPP Mobile 1774814450 1774811088Describe a day of EGPP attendance Write down all the codes of the

beneficiaries' on a paper and then send them through the app.

Benefeciaries give sender their mobile phone and Job ID. Sadar logs in to the server and completes the attendance

How many workers work under your supervision

56 45

Card based system allow for better monitoring Yes YesReceive traning on how to use POS machine Yes YesSatisfaction level on the training progran It was good Their internet was not activated

during trainingAverage attendence cards swiped with the POS machine each day

56 40-45

Average length of attendance procedure 2 hrs 1 Hour Average length of attendance procedure with previous paper based system

30 mins 1- 2 hours

Average mistakes while entering attendance codes of beneficiaries in a single day

Not often 0

Experience of network failure Yes, Web session time out for weak network

Almost everyday

Frequency of network failure 8-10 code requires re-entry every day 10-12 times a day Challenges you faced during EGPP pilot Sometimes code doesn’t come in the

beneficiaries' mobilePoor, illiterate people can't operate mobile

Problems others faced around you in the program

Longer time required to enter the code for a worksite with more beneficiaries.

Suggestions for the improvement of the program '

Number of digits in a code should be fixed and the code should contain minimum no. of digits.


Findings from the PIOName Mominul HaqueDesignation PIORole in the pilot

Randomly selected 911 beneficiaries for the pilot through lottery that helped him to maintain transparency, otherwise UP chairman and members would have enlisted their own people. However, by doing lottery he couldn't maintain male female ratio. Khansama has been upgraded to Category B from Category A, therefore the number of beneficiaries reduced.

Challenges faced so far during EGPP Pilot

1. Due to SIM blocked, Mobile & SIM lost and bKash account blocked issues beneficiaries are not being paid, however they were present. 2. bKash message code didn't come. 3. Web session dropped frequently. 4.Sometimes even right code wasn't accepted by the app.

Problems with others around you in the program

People are not getting paid from February 22 to February 26 however they were present. One Sardar lost his phone.

Suggestion for the improvement of the program

More educated and young people need to take for the Sardar's role. Sardar's are not capable of doing this task even after the day long training.


Findings from the FS

Name Omar faruk Designation F.S.Role in the pilot Overall SupervisionChallenges faced so far during EGPP Pilot

Some beneficiaries didn't receive money they are creating massive problems.

Problems with others around you in the program

SIM block, Mobile not delivered, SMS problem, Network problem

Suggestion for the improvement of the program

a. Practical Training b. Proper mobile and SIM delivery system c. Quick solution for phone lost/stolen/Damage


Findings from the BCCP trainer Name

Md. AfridiMajharul Islam Saheen

Location Khansama Trishal Contact Number 1774119383 1929829608Designation BCCP Trainer BCCP TrainerA typical Training Day Description

Trainers were recruited by BCCP on Dec 07. BCCP official Shahabuddin provided training to these trainers at Upazilla Hall Room. Participants in the training were provided with BDT 200 as transport allowance. Khanshama has 6 unions. 2 Trainers were assigned per union. Training took place from Dec 10 to Dec 14 in two shifts. Posters and leaflets were used. Benfeciaries were given BDT 50 for participating the training program. Training started around 10 am. The first shift ended at 1 pm (before Lunch). The second shift started after lunch and ended by 4 or 5 pm.

Training continued from January 10 to January 17

Number of Participants in each session

30-40 40-45

Duration of each session 2-3 hrs 2-3 hrsChallenges faced so far Most of the beneficiaries could not learn so

many new things within such a short timespan. Training was not effective at all. If it ws BCCP did not need to hire 3 of the 12 trainers again to help beneficiaries and Sadars

Mobiles were not given previously

Problems others faced during the program

None Illiterate people can't operate mobile

Suggestions The role of Sadars need to be shifted to someone more educated, capable of using mobile apps. A younger person


Findings from the bKash AgentName Kibria Shahjahan SirajLocation Khansama Trishal Contact No. 1719199666 1740940589Type of Business Mobile phone retail,

mobicash Accessories Duration of business 12 years 5 Years Experience as MB Agent (years)

1.5 yearsDBBL 2 years, bKash 1.5 years

Frequency of rebalance/day Cash in Cash Out

1+ 1+

Avg. amount of re-balance 80000 50000Number of Transaction Cash-in Cash-out

45 3025 30

Total amount of transaction 170000 2,00,000Charge/ transaction of BDT 1000 18.5 20

Describe a EGPP payment day Same as a Typical day Same as a Typical dayMaximum no. of EGPP beneficiaries served 30 200Avg. amount of cash-out by EGPP beneficiaries 1500 500-600Total amount of cash required for EGPP payment Same as usual amount 3,00,000Is it challenging to have this amount of cash in advance? No NoFrequency of running out of cash N/A N/AWhat is your action in such occasions? N/A N/APercentage of beneficiaries can tell or enter PIN by themselves Default PIN: 1111 Default PIN: 1111How do handle the rests who cannot tell or enter PIN N/A N/ACharge per transaction to EGPP beneficiary 0 0Challenges faced during EGPP wage distribution No PIN number What problemshave you noticed with others around you? No NoSuggestions N/A N/AComments max Balance : 70000-

80000, 5-7 bKash agent per KM

can support up to 3,00,000/ per day

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