Resilient and Inclusive Financial Services Delivery During COVID-19

Toronto Centre report draws on the lessons that main actors in Zambia, Rwanda, and Sierra Leone have learned about resilience in the times of COVID-19. It identifies key insights into how these actors have continued to expand financial inclusion and what the current risks are:

1. The growing importance of digital financial services both in the short term and long run as services expand.
2. The importance of an environment that is conducive to digital inclusion for the most marginalized markets.
3. The rising risks relating to trust and concerns around data privacy, transparency and fraud in a time when face-to-face models are more difficult to achieve.
4. The need to enhance information gathering for effective and realistic supervision.