Reaching the last mile remains one of the biggest challenges in expanding access to financial services across Ghana. In the Central Region, where some communities still lack mobile money services, ReFinD introduced a promising pilot aimed at narrowing that gap. Through the Mobile Money Agent Network Expansion and Productivity project, researchers are supporting mobile money agents to reach remote, underserved areas—places often overlooked due to the high cost and logistical effort involved. The approach involves partially covering agents’ transport costs to explore whether regular visits can help unlock new business opportunities while expanding access to essential financial services.
A key motivation behind the initiative is the growing concern that mobile money agent networks are becoming less profitable. Challenges such as dwindling profit margins—driven by intense competition and market crowding—are threatening the sustainability of many agents’ businesses, especially in already crowded urban areas. This pilot, therefore, explores whether helping agents reach new markets can offer a more viable path forward.
The early outcomes are promising. A number of agents embraced the opportunity and began visiting these communities weekly. Some have continued beyond the pilot period, pointing to the potential for sustained service delivery in areas that were previously unserved.
“Our goal was not only to test a new approach to agent support but also to generate practical insights that can drive real-world solutions for financial inclusion," said Dr. Eric Mochiah, the project's lead researcher. "Seeing agents expand their reach and communities respond so positively shows the difference targeted interventions can make.
Local response has been overwhelmingly positive. Residents report that the agents' presence has made everyday transactions faster and easier—replacing long, costly journeys with quick, convenient access right in their own communities. In some areas, residents have already begun calling for agents to visit more frequently, or even establish permanent service points.
In one such community, that vision is already becoming a reality: a participating agent has set up a new outlet, creating access and employment where there was none before. It is a clear demonstration of the pilot’s potential and a reminder that with the right support, reaching the unreached is possible.
As ReFinD prepares to share more findings in the coming months, the lessons from this pilot will inform future strategies to extend mobile money infrastructure deeper into rural Ghana. As one local customer put it, “When the agents come, they make life easier.”