Business correspondent (BC) agents are the crucial last-mile infrastructure supporting India’s vision for efficient, population-scale delivery of financial and other government services using Digital Public Infrastructure (DPI). They bridge the gap between a digitized and futuristic vision of India, where services are instantaneously delivered digitally; and an India which is still cash-reliant and prefers face-to-face interaction. This project examines why many customers still face difficulties accessing reliable CICO services at the last mile, despite widespread penetration of BC networks.
The study began with a mapping of India’s BC network business to identify the levers available to policymakers, banks, or corporate BCs to support agents in offering uninterrupted CICO services to their customers. A theoretical model for BC agent networks based on literature reviews and conversations with experts was constructed, and recursively refined with inputs from a primary study in the form of field interactions with 26 BC agents across 3 states. The methodology permitted a focus on the agent’s actual experience and the environment they function in daily, providing valuable insight into the daily operations of BC agents, their perspectives, and actions. Through a thematic analysis of interview transcripts, we arrived at a four-layered model for agent ‘success’. Our definition of agent success encapsulates their ability to facilitate access to uninterrupted CICO services for their customers.
The project proposes high-impact solutions to help agents deliver uninterrupted CICO services, which are also relevant to policymakers to support the evolution of a robust CICO ecosystem.
