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This tool was originally developed by USAID and NetHope; however neither party has endorsed or participated in this application of use.
Key Tool: Building Recipient Capability for Successful Use
of e- Payments – A Training Checklist
Educating and training recipients on how to use the e-payment system is an important part of a
roll out plan. Development organizations have a unique relationship with the recipient
population, and when combined with focused research on their recipient’s needs and capabilities,
it can provide a significant advantage in developing and delivering effective training on epayments. The responsibility of training end users often is assumed to fall on the e-payments
service provider or their cash in/cash out agents. In reality, this level of training has not been
adequate. In countries where e-payment products, like mobile money, are new, it is important
that development organizations assume a role for training and building the capabilities of their
recipients on new payment products. This can be an important first experience for many
recipients, and whether the experience is good or bad may determine their ability to trust,
adopt and use a new range of products and services. Building trust in the new payment system,
and self-confidence in using it, are vital for recipients to actively adopt and continue to use the
new system.
Training for end users is similar to training an organization’s staff, as addressed in Step 7 of this
toolkit. Your service provider should be involved as much as possible in the training of
recipients. Encouraging their involvement and customizing any existing materials and curriculum
they may have will strengthen the training experience. There are some key considerations
organizations should incorporate into the training of recipients. This checklist provides guidance
on key areas and themes to include in the training.
REGISTRATION
Ensure recipients have the necessary materials to receive payments using the new epayment system (i.e. mobile phone, SIM, prepaid card, debit card).
Ensure recipients are properly registered for the e-payments product (consider sending a
test payment). If they are not, practical, hands-on instruction is recommended to guide them
through registration.
If recipients have designated a family member/friend to help them, ensure the designated
person is present during registration.
Accurately and securely record all recipient information (names, phone numbers).
Ensure recipients understand what a PIN number is, why it is important and the importance
of keeping it private.
Train recipients on choosing a PIN number they will remember (i.e. birthday, favorite sports
players jersey numbers, other numbers of importance to them). Discourage the use of
easily identified PIN numbers such as 1234.
PRODUCT
Provide a general overview of the e-payment product's uses and security features, making
sure they understand where their money is and how it is protected.
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Note: This Toolkit is made possible by the generous support of the American people through the United States
Agency for International Development (USAID). The contents are the responsibility of NetHope and do not
necessarily reflect the views of USAID or the United States Government.
Review account limits such as daily transaction limits and account balance limits.
For mobile money, review how to access the mobile money wallet (i.e. menu based, USSD
short codes).
Provide information on all tariffs and fees associated with transactions on the e-payment
system (i.e. cashing in, cashing out, sending money, checking balances, etc.).
Review the message(s) recipients will receive when a payment is made. It’s highly
recommended to conduct an actual demonstration (even card payments can be linked to an
SMS notification).
Review fees charged, who pays, and how to access information such as account balance.
For cards, go over the best storage options to ensure the card's integrity.
CASHING IN/CASHING OUT
If possible, arrange for a nearby cash in/cash out point (agent, merchant, ATM, bank, etc.) to
help demonstrate cashing in and out for recipients.
Bring examples of the e-payments product signage so recipients can easily identify where
cash in/cash out agents are located.
Provide materials (including from the service provider) that show the step-by-step process
for cash in/cash out.
Ensure recipients understand what information they can and/or should not provide to cash
in/cash out agents.
TROUBLESHOOTING
Review the process for making a claim on a payment that was not received
Review the process and procedure for resolving a lost or stolen mobile phone, SIM card,
PIN number, prepaid/debit card.
Review FAQs provided by the service provider.
Provide the appropriate customer service phone numbers to call if they are experiencing
technical problems and/or fraud issues.
LANGUAGE CAPABILITY
Ensure recipients can interpret menus or instructions required to receive and collect a
payment.
If necessary, provide training that enables route memorization on a product for key
functionalities, so the recipient can work through memory.
If necessary, ask recipients to bring family members with them during the training on the
e-payment product.
DIGITAL CAPABILITIES
Ensure recipients understand the basic functionalities of a mobile phone or card (i.e. basic
menu options on phone, phone charge needs, network needs, POS/ATM descriptions).
Ensure recipients understand the importance of keeping phones charged to receive
payments.
Ensure recipients understand the payment mechanism is tied to a specific phone number;
SIM or card and they must notify the payer if they change or lose the mechanism.
Ensure recipients understand if there are minimum levels of activity required to keep their
account active and able of receiving payments.
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FINANCIAL CAPABILITIES
Provide details on other uses for the e-payment product outside of cashing in/cashing out –
such as using a mobile wallet or cards for savings and loan products, purchasing products
and services, paying utilities, etc.
Provide details, if appropriate, on how use of the e-payments system may generate a credit
history that could make them eligible for short-term loans.
Provide details, if appropriate, on how the e-payment mechanism can allow them to store
money for certain periods or uses (such as school fees, weddings).
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