Building Capacity for Client-Centered Cash Assistance

Beneficiaries and agents respond to Indonesia’s largest cash transfer program as it pivots to provide COVID-19 emergency aid

In May 2020, Women’s World Banking conducted its first remote research during the COVID-19 pandemic with 44 beneficiaries, Program Keluarga Harapan (PKH) facilitators, and bank agents across 11 districts of Indonesia.

The research reveals that further efforts are needed to ensure beneficiaries have critical information about the program to support their financial planning and security, suggesting that agents may have more impact as essential communicators in this digital cash transfer program. This paper examines beneficiaries' perceptions and agents' responses to program changes related to the COVID-19 response.

About this Publication

By Victoria Johnson, Elwyn Panggabean, Sophie Theis, , Rahmi Yunaningsih