Investigating the challenges of delivering Digital Financial Services to the elderly in remote areas for Improved Social Cash Transfer: A Kasama District Case Study

Abstract

The study aimed to explore the challenges associated with delivering digital financial services to elderly beneficiaries in remote and underserved regions of Zambia with respect to social cash transfer programs. The objectives were to assess how digital literacy influences the effective use of these services among elderly beneficiaries in remote areas; to analyse how the availability and reliability of digital infrastructure impact the accessibility of digital financial services for the elderly; and to identify specific obstacles hindering adoption for these services for social cash transfers. The study adopted a mixed-methods research design. Data was collected from a sample size of 390 social cash transfer beneficiaries out of a target population of 16,000 through structured questionnaires and focus group discussions. Quantitative and qualitative data were analysed using STATA 14.2 and ATLAS. ti 9.0, respectively. Findings indicated that majority of participants rated their digital literacy skills as moderate, revealing challenges such as limited training on digital financial services, understanding financial terms and security concerns. While digital infrastructure was perceived as accessible, concerns regarding delayed fund disbursement and lack of trust were notable. Recommendations included; The Ministry of Community Development and Social Welfare in collaboration with Zambia Information and Communications Technology Authority (ZICTA) and the Ministry of Technology and Science should design customised digital literacy training programs focusing on financial terms and security concerns targeting elderly beneficiaries. Additionally, Mobile Network Operators (MNOs) should collaborate with the Ministry to implement user-centred design principles, ensuring digital platforms are elderly-friendly with simplified interfaces and accessible features. Furthermore, the Ministry of Technology and Science (MOTS) should implement policies that incentivise MNOs to improve accessibility in remote areas, addressing challenges in digital infrastructure. Key Words: Digital Financial Inclusion, Digital Financial Services, Social Cash Transfer, Elderly Beneficiaries, Digital Literacy, Digital Infrastructure, and Adoption Challenges.